Legal

This Privacy Policy describes how Service Routes Pro LLC ("Service Routes Pro," "we," "us," or "our") collects, uses, and shares information when you use our field service management platform (the "Service"). The Service is operated from the United States and is intended for use by service businesses located in the United States.

1. The two roles we play

Service Routes Pro is a multi-tenant platform used by service businesses ("Operators") to run their operations. Depending on whose data is involved, we play one of two roles:

• Controller for Operator account data — the name, email, phone number, and billing details of the person or business who signs up for and pays for the Service.
• Processor / service provider for end-customer data that Operators store in our system about their own customers (names, addresses, phone numbers, email addresses, payment methods, service history, and notes). The Operator is the controller of that data; we process it only to deliver the Service the Operator has subscribed to.

For California residents, this means we act as a "service provider" with respect to end-customer data under the California Consumer Privacy Act (CCPA), as amended.

2. Information we collect

We collect the following categories of information:

• Account information. When an Operator signs up, we collect a name, business name, email address, phone number, and password.
• End-customer information provided by Operators. Operators upload or enter their customers' names, service addresses, phone numbers, email addresses, service history, agreements, and notes. The categories and accuracy of that data are determined by the Operator.
• Payment information. When a payment is made through the Service, the full payment card number is sent directly to our PCI-compliant payment processor (Braintree, a service of PayPal) and tokenized; we store only the resulting token, the cardholder name, and the transaction amount and result.
• Usage information. Login timestamps, IP addresses, browser and device information, pages visited within the Service, and audit-log records of significant actions taken inside an account.
• Communications. The content and metadata of transactional emails and SMS messages sent through the Service (e.g., appointment reminders, payment receipts, technician arrival notifications), including the recipient's email address or phone number, the message body, and the delivery result.

3. How we use information

We use the information we collect only to:

• Provide, operate, secure, and improve the Service;
• Process payments through Braintree and reconcile transactions;
• Send transactional notifications that an Operator or end-customer has requested or that are necessary to deliver the Service (e.g., appointment reminders, payment receipts, account notices);
• Respond to support requests and communicate with Operators about their account;
• Detect, prevent, and investigate fraud, abuse, and security incidents;
• Comply with legal obligations and enforce our Terms of Service.

We do not sell personal information. We do not use personal information for advertising, profiling, or any marketing purpose unrelated to the Service.

4. How we share information

We share personal information only in these limited circumstances:

• With subprocessors that help us deliver the Service — including our hosting provider, database provider, payment processor (Braintree), and email and SMS providers (Amazon SES, Twilio). Each subprocessor is contractually bound to use the data only to provide its service to us.
• With the Operator whose account contains the data. End-customer data flows back to the Operator who controls it.
• When required by law — to comply with a subpoena, court order, or other valid legal process, or to protect the rights, property, or safety of Service Routes Pro, our users, or the public.

5. How we protect information

We use industry-standard safeguards to protect personal information, including TLS encryption in transit, application-layer encryption at rest for sensitive fields, server-side audit logging of significant actions, and access controls limiting who at Service Routes Pro can view tenant data. The Service is hosted in the United States; we do not store personal information outside the United States.

6. How long we keep information

We retain personal information for as long as the Operator's account is active and for a reasonable period afterward to support reactivation, dispute resolution, and our legal obligations. After an Operator's account is closed, we delete or anonymize personal information within thirty (30) days, except where law requires us to keep records longer (for example, payment and tax records).

7. Your rights

Depending on where you live, you may have the right to access the personal information we hold about you, correct inaccurate information, delete your information, receive a portable copy, opt out of certain disclosures, or be free from discrimination for exercising these rights.

If you are an Operator, contact us at [email protected] to exercise these rights with respect to your account data.

If you are an end-customer of an Operator that uses Service Routes Pro, the Operator is the controller of your data. Please direct your request to that Operator. If you contact us first, we will refer your request to the Operator.

8. SMS and mobile information

Mobile Information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All categories of personal information exclude mobile opt-in data and consent; this information will not be shared with any third parties. Information sharing with subcontractors providing support services (such as customer service) is permitted.

We collect mobile phone numbers and SMS opt-in records (timestamp, opt-in source, message content for transactional sends, and opt-out events) only to deliver the transactional SMS messages an Operator and its end-customers have requested. These messages are limited to: appointment reminders and confirmations, technician arrival notifications, payment reminders and receipts, customer-portal one-time passcodes, and customer-service replies on behalf of the Operator.

Mobile opt-in data is shared only with our SMS delivery subprocessor (Twilio) for the purpose of sending the messages. It is never sold, shared with third parties for marketing, or used to build advertising audiences. Consent to receive SMS is not a condition of using the Service.

You may opt out of SMS at any time by replying STOP to any message you receive, or by emailing [email protected]. Reply HELP for help. See our SMS Messaging Program Terms for the full program disclosures.

9. Children

The Service is intended for use by service businesses and their employees and customers. The Service is not directed to children under the age of 13, and we do not knowingly collect personal information from anyone under 13. If you believe a child has provided us with personal information, please contact us and we will delete it.

10. International users

The Service is operated in the United States and is intended for businesses and customers located in the United States. We do not knowingly collect or process personal information from individuals located in the European Economic Area, the United Kingdom, or other jurisdictions that impose cross-border data transfer restrictions.

11. Changes to this Policy

We may update this Privacy Policy from time to time. When we make material changes, we will revise the effective date at the top of this page and, for active Operators, send notice by email. Continued use of the Service after the effective date of an updated policy constitutes acceptance of the changes.

12. Contact us

Questions or requests regarding this Privacy Policy can be sent to:

Service Routes Pro LLC
[email protected]