Privacy policy
The short version: we collect what we need to run your phone service and to answer you when you contact us. We do not sell personal information, and we do not share it with anyone for their own marketing. Ask us to delete it and we will.
ContractorCX is a service of TEAMTREMAINE LLC, an Ohio limited liability company, entity number 4906263. ContractorCX is a registered trade name of TEAMTREMAINE LLC. In this document, “we”, “us” and “our” mean TEAMTREMAINE LLC trading as ContractorCX.
1. Who this applies to
This policy covers two different groups of people, and the difference matters:
- Visitors and customers — people who use this website, contact us, or buy our service. We decide what happens to this information.
- Our customers’ callers and texters — the homeowners and businesses who call or text a phone number we operate on behalf of a contractor. We process that information on our customer’s instructions, on their behalf. If you called a contractor and want your information removed, contact that contractor; you can also contact us at privacy@contractorcx.com and we will pass the request on and act on it.
2. What we collect
When you contact us
- Your name, business name, phone number and email address
- Whatever you write in the message field
- Whether you ticked the box agreeing to be texted, and when
When you are a customer
- Account and billing details, including the business name, addresses and payment information needed to invoice you. Card details are handled by our payment processor and are not stored on our systems.
- Your phone service configuration — hours, greetings, who rings, and similar settings.
- Call and message records for the numbers we operate for you: the numbers involved, the time, the duration, the direction, and the delivery outcome. This is how the service works and how you are billed.
- Message content for texts sent and received on your business number, so that you and your office can read the conversation.
- Voicemail recordings and their transcripts, so we can send them to you as text.
- Call recordings, only if you turn recording on. It is off by default. See section 5.
When you use this website
- Standard server and network log information, including IP address, browser type and the pages requested, retained for security and troubleshooting.
- Aggregate, privacy-preserving traffic statistics from our hosting provider’s analytics. This site sets no advertising or tracking cookies, runs no advertising network scripts, and does not build a profile of you across other websites.
3. What we do with it
- Provide, operate, configure and support the phone and messaging service
- Answer your enquiry and, if you agreed to it, text you about your enquiry or your account
- Bill you accurately, and reconcile what we were charged by the carriers
- Detect and prevent fraud, abuse and network misuse
- Meet our legal, regulatory and carrier obligations, including telecommunications and messaging rules
We do not use call content, message content, or recordings to advertise anything to anybody, and we do not sell them.
4. Who we share it with
We share personal information only with the service providers we need to operate the service, and only so they can do that job. As of the date above, these are the categories:
- Our telecommunications carrier, which carries the calls and messages
- Our hosting, storage and error-monitoring providers, which run the software
- Our payment processor, which takes payment
- Our form and email providers, which deliver what you send through this website to us
We also disclose information where we are legally required to — a subpoena, a court order, a lawful request from a regulator or law enforcement — and where necessary to protect our rights or somebody’s safety. If our business is sold, information may transfer with it, and this policy travels with the information.
We do not sell personal information. We do not share personal information with third parties for their own marketing or advertising purposes. Phone numbers and consent records collected here are never shared with third parties for marketing.
5. Call recording
Call recording is off unless a customer turns it on. Where it is on, everyone on the call is told at the start of the call that it is being recorded, on every call, in every state. Some states require the consent of every party to a call before it may be recorded, and we build to that standard everywhere rather than applying different rules in different places. If you are on a recorded call and do not consent, you may say so and the call will not be recorded, or you may end the call.
6. Automated answering
Where a customer uses an automated assistant to answer calls, callers are told at the start of the call that they are speaking to an automated system and not a person. Recordings and transcripts from those calls are handled the same way as everything else in this policy and are not used to train systems for anybody outside the account they came from.
7. How long we keep it
- Call and message records, and billing records: for as long as the account is open and then as long as tax, accounting and regulatory rules require
- Voicemail and call recordings: 90 days, then deleted, unless a customer has asked us in writing for a different period
- Consent records: kept for as long as we may need to evidence that consent was given, and after it is withdrawn, to make sure we honour the withdrawal
- Website enquiries: kept while we are in contact and for a reasonable period afterwards
8. Your choices, including deletion
You can ask us to:
- Tell you what personal information we hold about you
- Correct it if it is wrong
- Delete it
- Stop texting you — reply STOP to any text, or ask us in writing
- Stop emailing you about anything other than your account
For text messages: message frequency varies, because these are replies and service notices rather than a campaign on a schedule. Message and data rates may apply. We do not charge you for the messages; your mobile carrier may, according to your plan.
Email privacy@contractorcx.com or hello@contractorcx.com. We will confirm receipt and act within 30 days. We will not charge you for it and we will not make you worse off for asking. There are limits: we cannot delete records we are legally required to keep, such as billing and certain call detail records, and we will tell you when that applies. If you are one of our customers’ callers, see section 1 — we will pass the request to the contractor whose number you contacted and act on it.
9. Security
Access to customer data is restricted to the people who need it to run the service, traffic is encrypted in transit, and credentials are held in a managed secret store. No system is perfect, and we will tell affected people promptly if something goes wrong in a way that matters to them.
10. Children
This is a service sold to businesses. It is not directed at children and we do not knowingly collect personal information from anyone under 13. If you believe we have, tell us and we will delete it.
11. Changes
If we change this policy we will update the date at the top, and if the change is significant we will tell customers directly rather than relying on you to re-read the page.
12. Contact
TEAMTREMAINE LLC, trading as ContractorCX — Ohio entity number 4906263.
privacy@contractorcx.com ·
hello@contractorcx.com