Privacy Policy
Version 4.0 — Last updated: August 11, 2026
Applies to: tellmona.com, the Mona concierge service, Mona’s services on supported messaging platforms, the client portal, and related services.
Contact: admin@tellmona.com
Mona collects what a request needs, and keeps it only as long as it is needed. Mona does not sell personal information. Mona does not use your conversations to train external artificial-intelligence models. Everyone who works on your requests is bound by written confidentiality obligations. You can ask at any time what Mona holds about you, have it corrected, or have it deleted where the law provides that right.
1. Language
This Policy is available in French and in English.
2. Operator and Privacy Officer
Mona is a concierge service operated by Mathieu Raymond, a sole proprietor registered in Québec under Québec enterprise number (NEQ) 2282433699.
The person responsible for the protection of personal information is:
Mathieu Raymond, Owner and Privacy Officer
410 Rue St-Nicolas
Montréal, Québec, Canada H2Y 2P5
admin@tellmona.com
Questions, privacy requests, and privacy complaints may be sent to that address.
3. Scope
This Policy describes how Mona collects, uses, discloses, retains, and protects personal information when you visit the website, contact Mona, submit a request, purchase a plan, use the client portal, or interact with Mona through a supported channel.
A platform, merchant, specialist, or other third party involved in a request may have its own privacy policy and remains independently responsible for its own processing.
4. What Mona collects
What is collected depends on how you use Mona and what a request needs.
Identity and contact information
name;
email address;
telephone and messaging numbers;
preferred language and communication channel;
billing or business contact details;
account or profile identifiers; and
the names and contact details of people you authorize to give instructions on your behalf.
Requests and communications
messages, instructions, preferences, approvals, and feedback;
documents, screenshots, links, photographs, and files you send;
task notes, status, outcomes, and service history;
names and details of people involved in a request; and
complaints and customer-support communications.
Transaction and service information
plan, subscription, invoice, and payment status;
approved budgets and purchase details;
booking, reservation, delivery, travel, or appointment information;
communications with providers or specialists; and
records needed to support, correct, or dispute a transaction.
Payment processors receive full payment-card information directly. Mona does not store full card numbers.
Website, portal, and technical information
IP address;
browser and device information;
pages visited and interaction events;
referral source;
timestamps;
approximate location derived from IP address; and
security, error, and diagnostic logs.
Sensitive information
Some requests may involve sensitive information, such as passport information, government identifiers, health or accessibility information, financial information, legal documents, travel records, or information about children or other people.
Send sensitive information only when the request requires it. Do not send passwords, authentication codes, recovery codes, full payment-card numbers, or banking passwords through ordinary chat.
5. Information about other people
Requests often involve other people — a family member’s flight, a colleague’s calendar, a contractor’s details.
If you give Mona information about another person, you confirm that you have the authority or another lawful basis to do so, and that the information is relevant to the request. Mona uses it only for that request and protects it on the same terms as your own information.
6. Where the information comes from
Mona collects information:
directly from you;
from a person you have authorized to act for you;
from the messaging platform or channel you use;
from providers, specialists, and merchants involved in a request;
from payment and subscription processors;
from public sources, when research is part of your request; and
automatically from the website, the portal, and security tools.
7. Why Mona uses it
Mona uses personal information to:
receive, clarify, manage, and complete requests;
communicate with you and remember your preferences;
obtain approvals and coordinate with providers or specialists;
process subscriptions, payments, refunds, and billing;
create and maintain service records;
provide customer support and resolve complaints;
secure accounts, prevent fraud, and investigate misuse;
review the quality of work and train Mona’s own personnel;
improve workflows, automations, and service performance;
comply with legal, accounting, tax, and regulatory obligations;
establish, exercise, or defend legal claims; and
send marketing communications where permitted by law.
Mona limits collection, use, and disclosure to purposes that are identified, appropriate, and reasonably necessary.
8. Quality review
Mona reviews conversations and task records internally to check quality, correct errors, and train its personnel. This review is carried out by Mona’s own supervisors under access controls, and is not disclosed outside Mona except as described in section 10.
9. Consent and other lawful authority
Mona obtains consent where required. The form of consent depends on the sensitivity of the information, the purpose, and your reasonable expectations. Consent is requested separately from other information and in clear terms.
You may withdraw consent for future processing by contacting the Privacy Officer, subject to legal or contractual restrictions. Withdrawal may prevent Mona from completing a request that depends on the information.
Mona may also collect, use, retain, or disclose information without consent where applicable law permits or requires it, including for fraud prevention, debt collection, legal proceedings, emergencies, or compliance with a lawful demand.
10. Who Mona shares it with
Mona does not sell personal information.
Mona may disclose information, limited to what is reasonably necessary, to:
Mona’s personnel, agents, and authorized operators;
specialists and contractors assisting with a request;
merchants, airlines, hotels, restaurants, venues, delivery services, travel providers, and other providers selected for a request;
Chatwoot and the communications platforms Mona supports, such as WhatsApp or Telegram;
Stripe or another payment and subscription processor;
Framer and website infrastructure providers;
Google Workspace and other productivity, storage, or communications providers;
artificial-intelligence, automation, and workflow providers used to support the service;
analytics or security providers, if enabled;
professional advisers, insurers, auditors, or financing providers; and
courts, regulators, law-enforcement bodies, or other persons where permitted or required by law.
Service providers are authorized to process information only for defined purposes and are bound by contractual and security obligations.
If Mona’s business is reorganized, transferred, or sold, information may be transferred as part of that transaction, subject to this Policy or a successor policy offering at least the same protection, and subject to applicable law.
11. Personnel confidentiality
Everyone who works on your requests — Mona’s own personnel and any specialist Mona engages — signs a written confidentiality agreement and receives privacy training before being given access to customer information. Access is limited to what each person’s role requires.
12. Messaging platforms
If you contact Mona through WhatsApp, Telegram, web chat, or another platform, that platform processes information under its own terms and privacy policy.
By starting a conversation on a platform, you ask Mona to reply through that channel. You may ask to change channels, although records already processed by the original platform remain subject to that platform’s practices.
Do not use ordinary messaging for information that needs a more secure transfer method. Mona can provide a secure alternative where appropriate.
13. Artificial intelligence and automation
Mona is led by people. Artificial intelligence and automation may be used to transcribe, classify, summarize, translate, route, research, detect missing information, prepare drafts, monitor status, and support a human operator.
Every message drafted with the help of artificial intelligence is reviewed by a person before it is sent to you.
Mona does not use your conversations, files, or personal information to train external artificial-intelligence models.
Access to personal information is limited according to the task and the tool. Sensitive information is not entered into an artificial-intelligence tool unless it is reasonably necessary and permitted under Mona’s internal controls.
Which providers. Mona uses artificial-intelligence services supplied by established providers under contractual terms that prohibit training on Mona’s data. The specific providers vary according to the nature of the work and the client’s business. A current list of the providers used in connection with your account is available on request from admin@tellmona.com.
When you are talking to a person. Every message you receive from Mona is sent by a person. Where artificial intelligence has helped prepare it, a person has reviewed it first.
Mona does not make decisions based exclusively on automated processing that produce legal or similarly significant effects for you. If that changes, Mona will give you the notices and rights the law requires, including the right to be informed of the reasons and the main factors involved, and the right to have the decision reviewed by a person.
14. De-identified and aggregated information
Mona may create de-identified or aggregated information that does not identify you, and use it to improve its own workflows, service standards, and internal knowledge base. Mona does not attempt to re-identify that information, and does not sell it.
16. Processing outside Québec
Mona and its service providers may process or store personal information outside Québec or Canada, including in the Philippines, the United States, and the European Union. Foreign governments, courts, or authorities may be able to access information under the laws of the country where it is processed.
Before communicating personal information outside Québec, Mona conducts and documents the privacy impact assessment required by Québec law, determines that the information will receive adequate protection in the circumstances, and puts written contractual safeguards in place.
You may contact the Privacy Officer for information about the categories of service providers involved and the safeguards in place.
17. Cookies, analytics, and similar technologies
The website may use essential cookies or local storage needed for security, functionality, preferences, and network operation.
If Mona enables non-essential analytics, advertising pixels, behavioural tracking, or similar technologies, Mona will give notice and obtain consent before activating them where required. You can withdraw consent through the available cookie controls or your browser settings.
Third-party embedded content may set its own cookies or collect information under that third party’s policy.
27. Contact
Mathieu Raymond
Owner and Privacy Officer for the Mona service
NEQ 2282433699
410 Rue St-Nicolas
Montréal, Québec, Canada H2Y 2P5
admin@tellmona.com
26. Changes to this Policy
Mona may update this Policy to reflect legal, operational, or service changes. The current version is posted with its version number and update date.
Mona will give additional notice where a change is material, or where consent is required for a new purpose.
25. Children
Mona is intended for adults and does not knowingly open customer accounts for people under 18.
Information about a child may be processed only where an adult with appropriate authority asks Mona to complete a legitimate request, and only to the extent necessary. Contact the Privacy Officer if you believe information about a child was provided without proper authority.
24. Privacy complaints
You may submit a privacy complaint to the Privacy Officer at admin@tellmona.com.
Describe the concern and give enough information to allow it to be investigated. Mona will acknowledge, assess, document, and respond within a reasonable period.
If you are not satisfied, you may contact the competent privacy authority. In Québec, this is the Commission d’accès à l’information du Québec. If you are outside Québec, you may contact the authority in your own jurisdiction.
23. If you are outside Québec
Mona serves customers internationally. Where the law of your own country or state gives you privacy rights beyond those described above, those rights apply to you.
European Economic Area and United Kingdom. Mona does not currently offer the service to individuals residing in the European Economic Area or the United Kingdom, and does not accept customers there. Mona will do so once the arrangements required in those regions, including the appointment of a representative, are in place. This Policy will be updated at that time.
United States. Where a state privacy law applies, you may have rights to know, access, correct, delete, and obtain a copy of your information, and to opt out of sale, sharing, or targeted advertising. Mona does not sell or share personal information for cross-context behavioural advertising. Requests may be made to admin@tellmona.com.
22. Your privacy rights
Subject to applicable law, you may ask for:
confirmation that Mona holds personal information about you;
access to that information;
correction of information that is inaccurate or incomplete;
withdrawal of consent for future processing;
deletion, where the law provides that right;
cessation of dissemination or de-indexation, in the circumstances the law provides;
information about how your information has been used and disclosed;
information about automated decision-making, if applicable; and
a portable copy of the computerized information you provided, where the legal conditions are met.
Send a written request to admin@tellmona.com. Mona may verify your identity before responding, and will respond within the period the law requires, or explain any lawful refusal and the recourse available to you.
Mona will not treat you differently for exercising a privacy right.
21. Confidentiality incidents
Mona maintains a process to identify, contain, assess, document, and respond to confidentiality incidents, and keeps a register of every incident.
Where an incident presents a risk of serious injury or harm, Mona will promptly notify the Commission d’accès à l’information du Québec and the individuals concerned, take reasonable measures to reduce the risk of harm, and act to prevent a recurrence.
20. Security
Mona uses administrative, technical, and physical safeguards appropriate to the sensitivity, quantity, location, and use of the information.
These may include access controls, multifactor authentication, least-privilege access, secure configuration, approved service providers, confidentiality commitments, staff procedures, logging, backup controls, and incident-response procedures.
No method of storage or transmission is completely secure. You are responsible for using secure devices and channels, and for telling Mona promptly if you suspect unauthorized access.
19. How long Mona keeps it
Mona retains personal information only as long as reasonably necessary for the identified purposes and applicable legal obligations.
Retention depends on the category:
inquiry and waitlist records: while you remain interested in the service, and for a limited follow-up period afterwards;
conversations, requests, and customer-service records: for as long as your account is active, and for a reasonable period afterwards so that Mona can support you, resolve disputes, and review quality;
files and documents you send: for as long as your account is active, and for a reasonable period afterwards. When your agreement ends you may request a copy within 30 days, as set out in the Terms of Service.
billing, transaction, accounting, and tax records: six years from the end of the tax year they relate to, as Canadian tax law requires;
consent and unsubscribe records: for as long as Mona sends marketing messages, and for a period afterwards sufficient to demonstrate compliance;
security logs: for a limited period appropriate to the risk; and
the confidentiality-incident register: at least five years, as required in Québec.
Where a period is described as “a reasonable period”, Mona sets it by reference to how long the information remains useful for the purpose it was collected for, and how long a former customer might reasonably need Mona to have it. You may ask Mona at any time how long a particular category is currently kept.
When information is no longer required, Mona securely deletes, anonymizes, or destroys it, subject to backups, legal holds, and lawful recordkeeping obligations.
18. Marketing communications
Mona sends commercial electronic messages only where permitted by law. Marketing messages identify the sender and include a working way to unsubscribe.
You can withdraw consent using the unsubscribe mechanism, by replying “STOP” where supported, or by writing to admin@tellmona.com. Mona will process the request within the period the law requires.
A service conversation is not consent to marketing. Communications necessary to manage an active request, transaction, security issue, or account may still be sent.
