Privacy policy

1. Introduction

Bay Home Crew ("Company," "we," "us," or "our") is committed to protecting the privacy of our customers. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our dryer vent cleaning and furniture assembly and appliance repair and dryer vent installation services or visit our website. By using our services, you consent to the data practices described in this policy.

2. Information We Collect

We collect information you provide directly and information collected automatically:

2.1 Information You Provide

• Contact information (full name, email address, phone number)
• Service address and property details (type, size, access information)
• Appointment scheduling preferences and service history
• Payment information (credit card details processed securely via third-party processors)
• Communications including emails, phone calls, and text messages
• Photos of work areas (for estimates and documentation)
• Account credentials if you create an account

2.2 Information Collected Automatically

• IP address and device identifiers
• Browser type and operating system
• Pages visited and time spent on our website
• Referring website addresses
• Your approximate city, read from your internet connection (IP address) when our callback form opens, to tell you whether we serve your area. It is kept with your request only if you send the callback form.

3. How We Use Your Information

We use collected information for the following purposes:

• Providing, scheduling, and performing our services
• Communicating about appointments, confirmations, reminders, and follow-ups
• Processing payments and issuing invoices and receipts
• Responding to inquiries and providing customer support
• Sending service reminders (e.g., annual dryer vent cleaning reminders)
• Marketing communications by email (with your consent, and you may opt out at any time) — we do not send marketing text messages
• Improving our services, website, and customer experience
• Detecting and preventing fraud and unauthorized access
• Complying with legal obligations and resolving disputes
• Enforcing our Terms of Service

4. Information Sharing and Disclosure

We do not sell, trade, or rent your personal information to third parties. We may share information in the following circumstances:

• Service Providers: Third parties who assist in our operations (our payment processor Stripe, phone and text message providers such as Twilio, AI providers such as OpenAI and ElevenLabs that transcribe, summarize and translate calls and messages, email services, and cloud storage)
• Business Partners: If we partner with other local service providers for referrals (only with your explicit consent)
• Professional Advisors: Accountants, attorneys, and insurance providers as needed for business operations
• Legal Requirements: When required by law, court order, or government request
• Protection of Rights: To protect our rights, property, or safety, or that of our customers or others
• Business Transfers: In connection with a merger, acquisition, or sale of assets (you would be notified)

5. Phone Calls, Recordings and AI

When you call our business line, the call may be answered by our AI phone assistant. Calls are recorded and transcribed so we can follow up on your request, and the assistant tells you the call is recorded when it answers. Recordings, transcripts, summaries and translations are made with the providers named above, are used only to provide our services, and are kept with your service records. You can ask us to delete them at any time.

6. Data Security

We implement appropriate technical and organizational security measures to protect your personal information, including:

• SSL/TLS encryption for data transmission
• Secure payment processing through PCI-compliant third parties
• Access controls limiting employee access to customer data
• Regular security assessments and updates

However, no method of transmission over the Internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your information, we cannot guarantee absolute security.

7. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services and maintain your account
• Comply with legal, accounting, or reporting requirements
• Resolve disputes and enforce our agreements
• Support legitimate business purposes

Service records and invoices are retained for a minimum of 7 years for tax and liability purposes. Upon account deletion request, we will remove your data within 30 days, except where retention is required by law.

8. Your Rights - California Residents (CCPA/CPRA)

If you are a California resident, you have the following rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA):

• Right to Know: Request disclosure of personal information collected, used, disclosed, or sold
• Right to Delete: Request deletion of your personal information (subject to certain exceptions)
• Right to Correct: Request correction of inaccurate personal information
• Right to Opt-Out: Opt-out of the sale or sharing of personal information (we do not sell your data)
• Right to Limit Use: Limit the use and disclosure of sensitive personal information
• Right to Non-Discrimination: You will not be discriminated against for exercising your privacy rights

To exercise these rights, contact us at contact@bayhomecrew.com or call (510) 500-5278. We will respond within 45 days as required by law. We may verify your identity before processing your request.

9. Cookies and Tracking Technologies

Our website may use the following tracking technologies:

• Essential Cookies: Required for website functionality
• Analytics Cookies: Help us understand how visitors use our site
• Advertising measurement: The Google Ads tag tells us which of our ads brought a visitor to us. You can limit it in your Google ad settings or with your browser's tracking protection. It is never loaded on your private invoice, estimate or quote links.

You can control cookies through your browser settings. Disabling cookies may affect website functionality.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review the privacy policies of any third-party sites you visit.

11. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us immediately.

12. Do Not Track Signals

Our website currently does not respond to "Do Not Track" browser signals. However, you can opt out of tracking through cookie settings as described above.

13. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. Material changes will be posted on this page with an updated revision date, and we may notify you via email for significant changes. Continued use of our services after changes constitutes acceptance of the updated policy.

14. Contact Us

For questions, concerns, or requests regarding this Privacy Policy or our data practices: