Privacy Policy

Kraft Mortgages Canada Inc. (“Kraft Mortgages”, “we”, “us”, or “our”) is a licensed Canadian mortgage brokerage operating in British Columbia (BCFSA #SR220230), Ontario (FSRA #12918), and Alberta (RECA #LIC-00655428).

We collect, hold, use, and disclose personal and financial information in strict adherence to Canadian federal and provincial privacy legislation, including:

This policy applies to all prospective, current, and former clients who submit mortgage applications, request rate quotes, or interact with our staff, our website forms, our online intake portal (Finmo), our website chat and voice assistants, or our automated phone calls.

Due to the nature of mortgage underwriting and federal lending guidelines (OSFI B-20), we collect comprehensive personal and financial information directly from you and authorized third parties:

Kraft Mortgages collects and processes your personal information solely for legitimate, reasonable business purposes associated with mortgage brokering:

• Underwriting & Affordability Analysis: Calculating borrowing capacity, GDS/TDS debt service ratios, and compliance with the OSFI B-20 mortgage stress test.
• Lender Packaging & Submission: Compiling and submitting formal mortgage applications to chartered banks, credit unions, monoline lenders, alternative B-lenders, or private investors.
• Mortgage Default Insurance: Applying for high-ratio mortgage default insurance with CMHC, Sagen, or Canada Guaranty for loans with less than 20% down payment.
• FINTRAC & Legal Compliance: Fulfilling mandatory Canadian anti-money laundering client identification and record-keeping regulations.
• Client Advisory & Ongoing Service: Providing status updates during the mortgage application process, advising on maturity dates, renewal options, and refinancing strategies.
• Responding to Website Enquiries: Recording your enquiry in our CRM, alerting our team, and calling you back, including the automated AI call described in Section 9 when you submit a form during calling hours.
• Website Chat and Voice Assistants: Generating answers to your questions and, if you share contact details in the chat, passing them to our team so a broker can follow up.
• Security and Site Improvement: Preventing spam and abuse of our forms and AI tools, and understanding how the site is used.

Your information is shared strictly on a confidential need-to-know basis with:

1. Prospective Lenders: Regulated Schedule I & II Canadian banks, credit unions, trust companies, mortgage investment corporations (MICs), and private lending partners who evaluate your loan file.
2. Mortgage Default Insurers: Canada Mortgage and Housing Corporation (CMHC), Sagen Financial Corporation, and Canada Guaranty Mortgage Insurance Company.
3. Credit Reporting Agencies: Equifax Canada and TransUnion Canada to conduct credit inquiries as authorized by your signed credit consent.
4. Closing & Legal Professionals: Your retained real estate lawyer or notary public, certified property appraisers, and title insurance companies (e.g., FCT, Stewart Title).
5. Regulatory & Law Enforcement Bodies: BCFSA, RECA, FSRA, FINTRAC, or judicial bodies when compelled by law, court order, or official statutory inquiry.
6. Service Providers: Technology companies that run parts of our website, phone systems, and client records on our behalf, listed below. They may use your information only to provide their service to us.

Service Providers That Process Information for Us

These are the outside services that receive personal information through our website, chat assistant, voice assistant, automated calls, and lead handling:

• Vercel Inc.

  Hosts this website and provides privacy-friendly page analytics (Vercel Analytics).

  Information involved: Every request to the site, including form submissions in transit; IP address, device and browser details.

• Google (Firebase / Google Cloud Firestore)

  Database for website enquiries, business-funding applications and backup copies of leads.

  Information involved: The contact and enquiry details you submit through our forms.

• Twenty CRM and our integration receiver (hosted on our Hostinger VPS)

  Our client relationship management system and the automation that routes new enquiries into it.

  Information involved: Contact details and enquiry details you submit for team follow-up, and call outcomes.

• Discord Inc.

  Internal alerts that tell our team a new enquiry has arrived.

  Information involved: Name, email, phone number, enquiry details and, for chat or call leads, a summary of the conversation.

• Finmo

  Secure online mortgage application portal (the “Apply Now” links).

  Information involved: Your full mortgage application and supporting documents.

• OpenRouter, Inc.

  Sends website chat messages to the AI model that writes the assistant’s reply. OpenRouter passes each request to a third-party model provider.

  Information involved: Your chat messages and recent conversation context.

• Google (Gemini API) and NVIDIA (NVIDIA API)

  Back-up AI models for the website chat assistant when the primary model is unavailable.

  Information involved: Your chat messages and recent conversation context.

• ElevenLabs

  Text-to-speech: reads the chat assistant’s replies aloud when you turn voice on.

  Information involved: The text of the assistant’s replies.

• Thinkrr

  The website voice assistant (“Julia”), and automated AI phone calls to people who submit a Facebook or Instagram lead form.

  Information involved: Voice audio, call recordings and transcripts, your name and phone number.

• Vapi

  Automated AI phone call (“Julia”) placed after you submit our contact or pre-qualification form during calling hours.

  Information involved: Your name, phone number, email, mortgage type and requested amount, and the call audio and transcript.

• Twilio Inc.

  Our automated phone line and voicemail. Voicemail messages are recorded (you are told before recording starts).

  Information involved: Your phone number, call details and voicemail recording.

• OpenAI

  Transcribes voicemail recordings to text (Whisper speech-to-text).

  Information involved: Voicemail audio.

• Meta Platforms (Facebook / Instagram Lead Ads)

  If you fill in a lead form inside one of our Facebook or Instagram ads, Meta sends us your answers.

  Information involved: The answers you gave in the ad form.

• Google Analytics and Segment (only when enabled)

  Website usage analytics.

  Information involved: Pages visited, device and browser details, and cookie identifiers.

We may also use AI services (such as OpenAI or Anthropic) internally to help draft general website articles. Those drafting tools are not given the details of your enquiry, chat, or calls.

Processing Outside Canada

Most of the service providers listed above are based in, or store data in, the United States, and some (for example, the AI model providers that OpenRouter forwards chat messages to) may process data in other countries. While your information is outside Canada it is subject to the laws of that country and may be accessible to its courts, law enforcement, and national security authorities. If you would rather not have your information processed this way, please call or email us instead of using the chat, voice assistant, or online forms.

We collect your information based on express written consent obtained through:

• Written Service Agreements (mandated by provincial frameworks such as RECA);
• Finmo secure digital mortgage application intake portals;
• Signed Credit Bureau Authorization forms;
• The optional consent checkboxes on our website forms: one for an automated AI phone call about your enquiry, and one for marketing emails and text messages (mortgage tips, rate updates and offers). Both are unticked unless you tick them, and we keep a record of your choices.

Submitting a website form lets us respond to that enquiry. We send marketing messages only if you ticked the marketing box, and you can unsubscribe at any time by replying STOP, using the unsubscribe link, or contacting us.

Withdrawing Consent: You have the legal right under PIPEDA and BC PIPA to withdraw your consent to our collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions.

Note: Withdrawing consent during an active mortgage application will impede our ability to obtain lender approval and may result in the termination of the underwriting process.

As a regulated financial entity in British Columbia, Alberta, and Ontario, Kraft Mortgages Canada Inc. is legally required by provincial mortgage brokerage regulators (BCFSA, RECA, FSRA) and federal anti-money laundering legislation (FINTRAC) to retain complete client files, credit reports, and transaction records for a minimum statutory period of:

Upon expiration of the mandatory regulatory retention period, all physical records are shredded via certified secure document destruction services, and electronic data is permanently deleted using cryptographic erasure standards.

We employ rigorous physical, technological, and administrative safeguards designed to protect sensitive financial records against loss, theft, unauthorized access, copying, disclosure, or alteration:

As an individual residing in British Columbia or Canada, you possess statutory privacy rights:

• Right to Access: You may submit a written request to inspect or receive a copy of your personal records held in our brokerage files.
• Right to Correction: If you believe any personal or financial information held by us is inaccurate, out of date, or incomplete, you may request that it be corrected or updated.
• Right to Inquire: You have the right to be informed about how your information has been used and to which lenders or parties it has been disclosed.

We will respond to all verified access and correction requests within thirty (30) business days, in accordance with Section 30 of the British Columbia Personal Information Protection Act.

Analytics: We use Vercel Analytics, which reports aggregated page-view statistics. If we turn on Google Analytics or Segment, those services set cookies and receive the pages you visit and your device and browser details.

Storage on your device: The site saves a few items in your browser's local storage: your chat conversation (so it is still there if you reload the page; it is deleted automatically 30 days after your last message, and you can delete it at any time with the chat's “Clear chat” button), your province and language preferences, and a random identifier for this browser. This information stays on your device unless you send it to us.

AI chat assistant: The chat assistant is an AI, not a person. The messages you type are sent to the AI model providers listed in Section 4 (OpenRouter, and Google Gemini or NVIDIA as back-ups) to generate replies. If you include an email address or phone number in the chat, it is sent to our CRM and to our team's lead alert so a broker can contact you. We keep a short, temporary log of recent chat questions on our server, with email addresses and phone numbers removed, to check the quality of the answers; it is cleared when the server restarts. Please do not enter your SIN, banking details, or passwords in the chat.

Voice features: If you turn on voice in the chat, the assistant's replies are converted to speech by ElevenLabs, and your spoken questions are converted to text by your web browser's built-in speech recognition (some browsers, such as Google Chrome, send the audio to their own servers for this). Our website voice assistant, Julia, is provided by Thinkrr; conversations with it are recorded and transcribed, and you are told this before the call connects.

Automated phone calls: If you tick “Yes, call me now” on our contact or pre-qualification form, an AI voice assistant (Julia, provided by Vapi) may call the phone number you gave us to confirm your details; we do not place this call if the box is left unticked. If you submit outside our calling hours, the call waits until calling hours resume. People who submit a lead form in one of our Facebook or Instagram ads may receive a similar AI call provided by Thinkrr. These calls may be recorded and transcribed, and a summary may be added to your enquiry in our CRM. You can ask us at any time to stop calling you.

Voicemail: Calls to our automated line can leave a voicemail. Twilio records the message (you are told before recording starts) and OpenAI's Whisper service converts it to text so our team can respond.

If you have questions, concerns, or wish to exercise your rights under Canadian privacy legislation, please contact our designated Privacy Officer: