Privacy Policy
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Introduction
My Listening Line is a peer-based emotional support platform connecting individuals with trained listeners for real-time, confidential conversations. We are committed to protecting the privacy and confidentiality of everyone who uses our platform.
This Privacy Policy explains what information we collect, how we use it, how we protect it, and your rights regarding your personal data. By using My Listening Line, you agree to the terms outlined in this policy.
If you have any questions, contact us at info@mylisteningline.com.
2. Information We Collect
a) Account Information
When you register, we collect your full name or display name, email address, phone number, and encrypted password.
b) Payment Information
Payment details are processed securely through our payment partners. We do not store your full credit card number or banking information on our servers.
c) Session Information
We may collect the date, time, and duration of sessions, the listener matched for your session, session type selected, and Care Credits usage. Session content — what is discussed during your call — is confidential and is not recorded or stored without the explicit consent of both parties.
d) Communications
Any messages sent through our platform, contact forms, or support emails may be retained to help resolve issues and improve our service.
e) Device & Usage Data
We automatically collect your IP address, browser type and version, device type, pages visited and time spent, and referring URLs.
f) Voluntarily Provided Information
Information you provide through intake forms, listener preferences, or profile settings.
3. How We Use Your Information
We use your information to match you with an appropriate listener, process and manage session bookings and payments, manage your account and profile, communicate service updates and appointment reminders, improve platform performance and user experience, comply with legal and regulatory obligations, administer our Care Credits program, and respond to support requests.
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
4. How We Protect Your Information
All data is transmitted using SSL/TLS encryption. Payment processing is handled by industry-certified secure payment partners. Access to personal data is strictly limited to authorized personnel. All listeners sign confidentiality agreements before joining the platform. We conduct regular reviews of our security practices.
5. Confidentiality & Exceptions
The content of your sessions is treated as confidential. However, confidentiality may be limited in the following circumstances: where required by law or a valid court order, where there is a reasonable belief of risk of harm to you or another person, or where you have provided explicit written consent to share information.
6. Anonymity
Callers may choose to use a display name or remain anonymous during sessions. You are not required to use your legal name on your public profile. Please note that payment processing requires identity verification for security purposes, even if you choose to remain anonymous during sessions.
7. Cookies & Tracking
We use cookies and similar tracking technologies to keep you logged in to your account, understand how visitors use our website, improve site performance and user experience, and analyze traffic through tools such as Google Analytics. You can control cookie preferences through your browser settings at any time. Disabling cookies may affect certain platform features.
8. Third-Party Services
We work with trusted third-party providers to operate our platform, including payment processors, booking and scheduling platform (Nuvoro), website hosting and infrastructure providers, and analytics providers. Each third-party provider operates under their own privacy policy. We are not responsible for the privacy practices of third-party services.
9. Data Retention
We retain your account information for as long as your account is active. Session records are retained as required by applicable law. You may request deletion of your account and associated data at any time by contacting info@mylisteningline.com. Some data may be retained where we have a legal obligation to do so.
10. Your Rights Under PIPEDA
As a Canadian platform, we comply with the Personal Information Protection and Electronic Documents Act (PIPEDA). You have the right to access the personal information we hold about you, request correction of inaccurate information, withdraw consent for the use of your data, request deletion of your personal information, be informed of how your data is being used, and file a complaint with the Office of the Privacy Commissioner of Canada at www.priv.gc.ca.
11. Crisis Situations
My Listening Line is a peer support platform and is not a crisis intervention service. If a user expresses intent to harm themselves or others during a session, listeners are instructed to provide emergency resources including the 988 Suicide & Crisis Lifeline and local emergency services (911). In situations involving imminent risk to life, My Listening Line reserves the right to take action in the interest of user safety, including contacting emergency services where legally required.