Privacy Policy

Last updated 21 October 2026. Outset, 339 King St N, Waterloo, ON N2J 0C5, Canada.

What we hold about a guest

When you book, we keep the name, email and phone number you type, what you booked, when, for how many people, and what it cost. We need those to confirm the booking and to tell the business you are coming. Card numbers are not among them: payment runs through Stripe, and we only ever see whether it succeeded.

What we hold about a business

Facts published on the business's own website: its name, address, phone number, public email, opening hours, services and prices, plus what its listing looks like on Outset. If the owner claims the listing, we also hold the name, work email and mobile they sign in with, and their payout details in Stripe.

Who it is shared with

A business you book with sees your name, contact details and booking. Our payments run through Stripe and our email through Resend; both see what they need to do that job and nothing else. We do not sell personal information, and we do not share it with advertisers. Calls answered by our AI front desk have their own list of providers, below.

Partner listings

A listing booked on a partner's site (Viator, for example) takes you to that partner when you press its booking button. The link carries Outset's partner id so the partner can credit the referral; it carries nothing about you. What you type on the partner's site is governed by the partner's own privacy policy.

Phone calls answered by our AI front desk

Some businesses use Outset's AI front desk to answer their phone when nobody there can pick up. It answers in the business's name, and says it is an AI whenever a caller asks. This is what happens to a call it answers.

What a call collects

The number you call from, unless you hide it. What you say, what the AI says, and a written transcript of both. A short summary of the call for the business. Anything you ask the AI to pass on: an order, a request for a callback, a warranty claim or a message for the team, with your name, an address, and any email or mobile number you give to be sent a summary or a link. If you call the same business again, the AI remembers the name you gave, the language you spoke, and short notes on your last few calls there, so it can greet you by name.

Why

So the business knows who called and what they need, can call you back with the context, and can act on what you asked for. After a call, the business's team gets an email and, if they set it up, a text or a notification in the Outset app, with your name and number, the summary and what you need. The email also carries the first part of the transcript. Transcripts are also read, by the business and by a language model, to find answers the AI got wrong so the business can correct them.

Recording

Yes, the audio of each call the AI answers is recorded. ElevenLabs, the voice service that runs the call, stores the recording. We do not keep a copy on our own servers; the business's team plays it from its Outset dashboard. The demo on onoutset.com/try is different: it is not recorded, ElevenLabs deletes its transcripts after 30 days, and we keep what the AI wrote down during it, not the transcript.

Who handles it, and where

• ElevenLabs runs the call: it turns speech into text and replies into speech, writes the transcript and the summary, and stores the recording and the transcript.
• OpenAI's GPT-4o model writes the AI's replies during the call, reached through ElevenLabs.
• Google's Gemini and OpenAI also read finished calls, to flag answers the business may want to fix and to test the AI after the business changes it.
• Twilio is the phone company that connects calls to the AI and sends texts.
• Resend sends the emails, and Expo delivers notifications to the Outset app.
• Render runs our servers and Neon our database, both in Oregon. The database holds the caller's number, the transcript, the summary, the requests and a copy of each email and text. A nightly backup of it is kept on GitHub.

All of this happens outside Canada. Each of these providers processes call data in the United States, and Google may also use its data centres in other countries. Information held in another country can be reached by that country's courts and authorities under its laws.

Who controls it

The business that answers its phone with Outset controls the records of its calls. It decides who on its team can see them, and it can have them deleted. We keep and process them for that business, to run its AI front desk and improve its answers, and we never sell them or use them for advertising. A small number of Outset staff can open them to set up and support the service.

How long it is kept

Recordings, transcripts, summaries and requests are kept while the business uses the AI front desk, so its team can look back at past calls. They are deleted, at ElevenLabs and in our database, when the business asks, including when it stops using Outset, or when you ask about your own calls. We do not yet delete them on a fixed schedule. Database backups are kept for 14 days, so a deleted call is gone from them within 14 days.

Your choices as a caller

You can ask the business you called, or us, to see what was kept from your call or to delete it. Write to hello@onoutset.com with the number you called from and the business's name. We tell the business, and answer within 30 days.

A separate clinic edition for Ontario clinics is being prepared, which will process and store health information only in Canada. Until it is live, Outset answers no clinic's patient calls.

Email

We write to business owners about the page we built for their shop. Every one of those emails carries a one-click unsubscribe, and an address that unsubscribes is never written to again. Guests get email about their own bookings.

Cookies and measurement

The site stores your searches, saved listings and bookings in your own browser so the app works when you come back. That data stays on your device. We do not run advertising trackers.

When a business owner opens the link to our sample call from an email we sent them, the page records that it was opened, whether the recording was played, and whether "Book a demo" was clicked, against a short code in that link rather than their address, so we know whom to follow up with. Nothing else on the page is recorded about them, and no visitor is tracked across other sites.

Location

"Near me" asks your browser for your location, and only after you allow it. It is used to sort listings by distance in that moment, and is not stored on our servers.

How long we keep it

Booking records are kept while they are needed for the booking, for payouts and refunds, and for tax and accounting records. Unsubscribe records are kept indefinitely, because that is the only way to honour them. How long call records are kept is under phone calls.

Your choices

Write to hello@onoutset.com and we will tell you what we hold about you, correct it, or delete it. A business can have its listing removed from Outset the same way, without claiming it first. We answer within 30 days.

Who is accountable

Privacy Officer: Harshil Shah, Founder. He is responsible for how Outset handles personal information, and answers every question and request about it. Write to hello@onoutset.com, or to Outset, 339 King St N, Waterloo, ON N2J 0C5, Canada.

If you are unhappy with how we handled your information or your request, you can complain to the Office of the Privacy Commissioner of Canada at www.priv.gc.ca/en/report-a-concern.