Privacy policy

What we collect

• Trial requests. When you start a free trial we collect your name, your dealership's name, your email address and/or phone number, the plan you picked (for credit applications, also your OMVIC registration number, which we check before your account can send links) and anything you tell us, and we email it to our team so we can set you up.
• Accounts. Each user's name, email address and role. Passwords are stored only as a one-way hash, never as typed.
• What a dealership enters or imports. Vehicles, their photos, costs and expenses; customers and co-buyers (names, contact details, addresses, driver's licence details and birthdays where the bill of sale needs them); sales and bills of sale, with trade-ins, financing and insurance details; the documents kept with a sale (photos or PDFs of the signed bill of sale, the buyer's driver's licence and insurance, the ownership, the lender's approval and the vehicle history report), in private storage that only the dealership's admins and the salesperson the sale is credited to can open; the documents kept with a car (photos or PDFs of its ownership, the bill of sale it was bought on, its vehicle history report, lien search and safety certificate), in private storage that only the dealership's staff can open (the bill it was bought on, only its admins); test drives (who took which car out and when, with a photo of the driver's licence when the dealership takes one, in private storage that only the dealership's staff can open); trade-in offers; invoices, vendors, storage and notes. Deals can also be imported from DealerTrack with our Chrome extension, which reads the deal, buyer included, from the DealerTrack page the dealer has open. We hold and process all of this for the dealership, only to provide the service to it; the dealership decides what to enter and is responsible for having its customers' consent.
• Leads from listing sites. When a shopper's enquiry is emailed to a dealership's lead address (from AutoTrader, CarGurus or another site), we store their name, email, phone, message and the car they asked about, with the email as received, for that dealership, and email it to the dealership's users. A dealership's users can reply to the shopper by email from the service: we send it in the dealership's name and keep it with the lead. The shopper's answers come back to an address of ours for that lead: we keep them with the lead (with the email as received, including any earlier messages it quotes, and the photos and PDFs attached to it, in private storage that only the dealership's users can open), and email them to the user who wrote. When the shopper is one of the dealership's customers, the replies and answers are noted in their activity log too. On the morning of an appointment the dealership booked with the shopper, we email the shopper one reminder in the dealership's name: the day and time, the car while it's for sale, the dealership's address and phone, and how to stop its emails.
• Credit applications. A dealership we've verified can send a customer a private link to apply for financing. The customer gives their name, date of birth, contact details, marital status, addresses, employment and income, optionally their Social Insurance Number, a co-applicant's same details, the vehicle they're interested in, a down payment and a trade-in, and their consent with their typed name. We store it encrypted, with a key kept apart from the database, for that dealership only: only its users can open it (its admins, and the user who sent the link), each opening and each time a Social Insurance Number is shown is logged, and the number stays hidden until a user asks to see it. We don't use it for anything else. We delete it 24 hours after the dealership first opens it, or 7 days after it arrives if it's never opened, or sooner when the dealership deletes it; a link never used stops working after 3 days. Encrypted copies can remain in our database provider's backups for a short time after that. Once the dealership has it, it may enter it in its own systems (such as a lender's portal), where the dealership's own privacy obligations apply. The email telling the dealership it arrived holds none of it.
• Messages and bug reports you send us. Emails to our support address are kept with your name and address, and linked to your dealership when they come from one of its users. A bug report sent from the app keeps your email address, your dealership, what you wrote, the address of the page you were on and your browser's description of itself (browser, version, operating system), and is emailed to our team.
• Billing. Payments are handled by Stripe on its own pages, and we give Stripe the dealership's name and billing email (its contact email, else the email of the admin who moves it to Pro). We never see or store card numbers; we keep Stripe's customer and subscription references and your plan.
• Error and performance monitoring. Sentry receives reports of errors and how long pages and requests take, from every page, public pages included: the page or request, the browser and the technical details, but not the search terms or other details in a web address, which we remove first. Inside the signed-in app, Sentry also records how pages were used in about 1 in 20 sessions and in any session with an error, so we can see what went wrong; recordings mask all text and typing and block images, so names, prices and other entries aren't captured. Once a recording starts, it continues for the rest of that browser session.
• Network addresses. To stop password guessing and spam, we count sign-in attempts by network address and email address for 15 minutes, and trial requests and bug reports by network address for an hour. Those counts are kept in memory, not stored. Our hosting and database providers also see network addresses in their own request logs.

How we use it

To run the service and its features, sign you in and keep accounts secure, send the emails the service sends (welcome and account set-up emails, password resets, sign-in codes, new-lead alerts, the morning leads email and admins' Monday lot report, a dealership's replies to the shoppers who wrote to it, a reminder on the morning of a shopper's appointment, a dealership's one-time thank-you to a buyer asking for a review, sent only when its staff choose to, the receipts and invoices a dealership's staff choose to email, trial reminders, and our replies to you), bill subscriptions, answer questions and fix problems. We keep a record of every email the service sends, with its recipients and subject. We don't sell personal information or use it for advertising, and the site has no advertising trackers or third-party analytics; the only monitoring is Sentry, described above.

Our staff can see a dealership's data when that's needed to support it or keep the service running, and only for that.

Who helps us

These companies handle information for us, only to provide their service:

• Supabase — the database, and storage for photos and files.
• Vercel — hosting; our servers run in Montréal, and Vercel's network delivers pages worldwide.
• Resend — sending and receiving email.
• Stripe — subscription billing.
• Sentry — error and performance monitoring.
• NHTSA (the U.S. vehicle safety agency) — decoding VINs and listing models; only vehicle details are sent.

Some of them store or process information outside Canada, including in the United States, where it is subject to the laws there. We may also disclose information where the law requires it.

Cookies and storage on your device

We use cookies only to sign you in (for up to 30 days) and to protect the sign-in form, and none for tracking. When your account signs in with a code we email you (two-step sign-in), a cookie remembers that this browser entered one, so it isn't asked again for 24 hours; we keep only a scrambled form of each code, for 10 minutes of use. The app also keeps a few settings and your user id in your browser, such as whether money figures are shown. While you use the app, your browser keeps a copy of the dealership's vehicle and customer lists so they can be looked up offline; signing out clears it, as does another person signing in on the same browser. A credit application's form keeps its link in that browser tab only until it's sent or the tab is closed, and nothing typed in it; neither the form nor the dealer's copy of it is ever kept for offline use.

How long we keep it

A dealership's records are kept while its account exists, including after a trial ends or a subscription stops, so it can pick up where it left off, until the dealership deletes them or asks us to delete its account. Deleting an account deletes its records, users, leads, photos and files, and deleting a sale or a car deletes the documents kept with it. A test drive's licence photo is deleted 90 days after the drive, or sooner with the drive, its car or its customer. Our support emails, bug reports, trial requests and our record of emails sent are kept until you ask us to delete yours. Copies can remain in backups for a limited time, and Sentry keeps its reports for a limited period.

Your choices

You can ask to see the personal information we hold about you, have it corrected, or have it deleted, and you can withdraw your consent to our using it (we may then be unable to provide the service), by writing to support@accounts.truedealeros.com. We answer within 30 days. If you're a dealership's customer or a shopper who contacted one, the dealership decides about its records: contact the dealership, and we'll help it respond. If you're not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada.

Security

Everything is sent over encrypted connections, passwords are hashed, each dealership sees only its own records, and the database accepts requests only from our server. No system is perfectly secure, so if we learn of a breach that puts you at risk, we'll tell you as the law requires.

Changes

We'll update this page when what we do changes, and change the date at the top.