Privacy Policy

1. Introduction

Welcome to ServiceLine247 ("we," "us," or "our"), a division of Catch My Calls Inc. We operate the websites serviceline247.com and catch-my-calls.com (collectively, the "Sites"), along with our AI-powered phone answering, receptionist, emergency triage, and dispatch services (the "Services").

ServiceLine247 provides AI-powered telephone answering and dispatch solutions purpose-built for trade service businesses, including plumbing, HVAC, electrical, septic, and locksmith companies. We are not a lead generation company, affiliate marketing platform, or advertising network. Our sole business purpose is to answer calls, triage service requests, and dispatch technicians on behalf of our subscribing trade businesses.

This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our Sites, use our Services, or interact with us by phone, text message, or other communications channels. Please read this policy carefully. By accessing or using our Sites and Services, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

2.1 Information You Provide Directly

We collect information you voluntarily provide to us, including:

• Contact information: Name, email address, phone number, and business name when you fill out forms on our Sites or contact us directly.
• Service request details: The nature of your service issue, address, property information, preferred scheduling, and other details provided during a phone call handled by our AI-powered system.
• Account information: If you are a subscribing trade business, information needed to set up and manage your account, including business name, contact details, service areas, and billing information.
• Communications: Records of phone calls, text messages, and other correspondence with us, including call recordings and transcripts generated by our AI system.

2.2 Information Collected Automatically

When you visit our Sites, we may automatically collect:

• Device and browser information: IP address, browser type and version, operating system, device type, and screen resolution.
• Usage data: Pages visited, time spent on pages, referring URLs, click patterns, and navigation paths.
• Cookies and similar technologies: We use cookies, pixels, and similar tracking technologies to improve site functionality and understand usage patterns. You can manage cookie preferences through your browser settings.
• Call metadata: Phone numbers, call duration, timestamps, and call routing information for calls handled through our Services.

2.3 Information from Third Parties

We may receive information from third-party sources, including:

• Our subscribing trade businesses: Customer information shared by the businesses we serve in order to facilitate call answering and dispatch services.
• Service providers: Data from our telephony and technology partners (such as Twilio and RetellAI) necessary to deliver our Services.
• Public sources: Publicly available business information used to improve our service delivery.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Service delivery: To answer phone calls, triage service requests, dispatch technicians, and manage service tickets on behalf of our subscribing trade businesses.
• SMS communications: To send service-related text messages such as ticket alerts, dispatch confirmations, emergency notifications, appointment reminders, and resolution notifications (see Section 4 for full details).
• Account management: To create, maintain, and support accounts for our subscribing trade businesses.
• Site improvement: To understand how visitors use our Sites and to improve site content, functionality, and user experience.
• Customer support: To respond to inquiries, troubleshoot issues, and provide technical support.
• Legal compliance: To comply with applicable laws, regulations, legal processes, or enforceable governmental requests.
• Security: To detect, prevent, and address fraud, abuse, security risks, and technical issues.
• Business operations: To manage billing, invoicing, internal analytics, and quality assurance.

We do not sell your personal information. We do not use your information for third-party advertising, affiliate marketing, or lead generation purposes.

4. SMS Communications & Mobile Data Privacy

4.1 Consent Paths

We obtain consent for SMS communications through the following methods:

• Transactional notifications opt-in (catch-my-calls.com/contact): Business clients check a separate, optional, unchecked-by-default SMS consent checkbox on the demo booking form at catch-my-calls.com/contact. This checkbox is not pre-selected and requires affirmative action by the user to enable. This consent covers transactional service notifications — ticket alerts, dispatch confirmations, emergency notifications, appointment reminders, and service updates. Checking this box is entirely voluntary and is not required to use our Services or submit an inquiry.
• ServiceLine247 Business Outreach Program opt-in (serviceline247.com): Trade business owners and managers who visit serviceline247.com may opt in to receive informational and promotional messages about our AI-powered answering and dispatch services. This opt-in uses a separate, unchecked-by-default checkbox labeled "ServiceLine247 Business Outreach Program" on our demo booking form. Consent is entirely voluntary and not required to use our Services, book a demo, or make a purchase.

4.2 Types of Messages

If you have provided consent, you may receive the following types of text messages:

• Service ticket alerts: Notifications that a service request has been created or updated on your behalf.
• Dispatch confirmations: Messages confirming that a technician has been dispatched to your location, including estimated arrival times.
• Emergency notifications: Urgent alerts related to emergency service situations (e.g., active water leaks, gas concerns, electrical hazards).
• Appointment reminders: Reminders about scheduled service appointments.
• Resolution notifications: Messages confirming that your service ticket has been completed or resolved.

Message frequency varies based on active service requests. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

4.2b Business Outreach Messages

If you are a trade business professional who has opted in through our website, you may also receive:

• Service follow-ups: Information about ServiceLine247 after a demo booking or inquiry.
• Feature information: Details about our AI answering, dispatch, and triage capabilities.
• Business optimization tips: Recommendations to help trade businesses improve call handling and after-hours coverage.
• Availability updates: Information about service plans and availability in your area.

Business outreach message frequency is typically 1-4 messages per month. Message and data rates may apply.

4.3 Opting Out of SMS

You can opt out of receiving text messages at any time by replying with any of the following keywords:

After sending an opt-out keyword, you will receive a single confirmation message acknowledging your request. No further messages will be sent unless you re-subscribe.

4.4 Getting Help

For assistance with our SMS messaging program, you can:

• Reply HELP to any message from us to receive support information.
• Email us at support@catch-my-calls.com.
• Call us at (855) 718-5363.

For full details about our SMS program, please review our SMS Policy.

4.5 Mobile Data Privacy

We take the privacy of your mobile information seriously. In addition to the non-sharing clause stated above:

• We do not sell, rent, or lease your mobile phone number or SMS opt-in data to any third party for any purpose.
• Your SMS opt-in consent data (including your phone number, the time and method of opt-in, and the content of your consent) is stored securely and used solely for the purpose of delivering the messages you have agreed to receive.
• We do not use SMS opt-in data or mobile information for marketing, promotional, or advertising purposes unrelated to the specific services you requested.
• Third-party service providers who process SMS messages on our behalf (such as Twilio) are contractually prohibited from using your data for their own marketing purposes.

5. Data Sharing

We do not sell your personal information. We may share your information only in the following limited circumstances:

5.1 Service Providers

• Twilio: Our telephony and SMS infrastructure provider. Twilio processes phone calls and text messages on our behalf. Their use of your data is governed by Twilio's Privacy Policy.
• RetellAI: Our voice AI technology provider. RetellAI powers the AI-assisted voice interactions in our phone answering system. Their data handling is governed by their own privacy policy.
• Cloud infrastructure providers: We use industry-standard cloud hosting services to store and process data securely.

5.2 Subscribing Trade Businesses

When you call a phone number serviced by ServiceLine247, the information you provide during that call (including your name, phone number, address, and service request details) is shared with the trade business that subscribes to our Services. This sharing is essential to the purpose of our service -- connecting you with the business you intended to reach.

5.3 Legal Requirements

We may disclose your information if required to do so by law or in the good faith belief that such action is necessary to:

• Comply with a legal obligation, subpoena, court order, or governmental request.
• Protect and defend our rights or property.
• Prevent or investigate possible wrongdoing in connection with our Services.
• Protect the personal safety of users or the public.

5.4 Business Transfers

In the event of a merger, acquisition, reorganization, bankruptcy, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you via email and/or a prominent notice on our Sites of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information.

6. Data Security

We implement industry-standard technical, administrative, and physical safeguards designed to protect your information from unauthorized access, use, alteration, and disclosure. These measures include:

• Encryption of data in transit (TLS/SSL) and at rest.
• Access controls limiting data access to authorized personnel on a need-to-know basis.
• Regular security assessments and monitoring of our systems.
• Secure storage of call recordings, transcripts, and SMS records.
• Vendor security reviews for third-party service providers.

While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security, but we are committed to maintaining robust safeguards and promptly addressing any security incidents.

7. Data Retention

We retain your information only for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law. Specifically:

• Service records: Call recordings, transcripts, and service ticket data are retained for the duration of our relationship with the subscribing trade business, plus a reasonable period thereafter for legal and operational purposes.
• SMS opt-in records: We retain records of SMS consent (including method, time, and content of opt-in) for as long as required by applicable telecommunications regulations and industry guidelines.
• Website data: Cookies and analytics data are retained according to the lifespans specified by the respective technologies, typically no longer than 24 months.
• Account data: Subscriber account information is retained for the duration of the business relationship and for a reasonable period thereafter for billing, legal compliance, and dispute resolution.

When data is no longer needed, we securely delete or anonymize it in accordance with our data retention procedures.

8. Your Rights

Depending on your jurisdiction, you may have the following rights regarding your personal information:

• Access: The right to request a copy of the personal information we hold about you.
• Correction: The right to request that we correct inaccurate or incomplete personal information.
• Deletion: The right to request that we delete your personal information, subject to certain legal exceptions.
• Opt-out of SMS: The right to opt out of text message communications at any time by replying STOP.
• Data portability: The right to request your data in a structured, commonly used, and machine-readable format.
• Withdraw consent: The right to withdraw previously given consent, where applicable.

To exercise any of these rights, please contact us at support@catch-my-calls.com or call (855) 718-5363. We will respond to your request within 30 days (or sooner if required by applicable law). We may need to verify your identity before processing your request.

9. California Residents (CCPA)

If you are a California resident, the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) provide you with additional rights regarding your personal information:

• Right to know: You have the right to request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources from which we collected it, our business or commercial purpose for collecting it, and the categories of third parties with whom we share it.
• Right to delete: You have the right to request the deletion of your personal information, subject to certain exceptions.
• Right to correct: You have the right to request correction of inaccurate personal information.
• Right to opt out of sale or sharing: We do not sell your personal information as defined by the CCPA/CPRA. We do not share your personal information for cross-context behavioral advertising.
• Right to non-discrimination: We will not discriminate against you for exercising any of your CCPA/CPRA rights.

To submit a CCPA request, please email support@catch-my-calls.com with the subject line "CCPA Request" or call us at (855) 718-5363. We will verify your identity and respond within 45 days as required by law.

Categories of personal information collected in the preceding 12 months:

• Identifiers (name, email, phone number, IP address).
• Commercial information (service requests, transaction history).
• Internet or network activity (website usage data, cookies).
• Geolocation data (general location derived from IP address).
• Audio information (call recordings).
• Inferences drawn from the above to improve service delivery.

10. Children's Privacy

Our Sites and Services are not directed to children under the age of 13 (or 16 in certain jurisdictions). We do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with personal information, please contact us at support@catch-my-calls.com. If we discover that we have collected personal information from a child in violation of applicable law, we will promptly delete that information.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page.
• Post the revised policy on our Sites.
• Notify you via email or prominent website notice for significant changes that affect your rights.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our Sites and Services after any changes to this Privacy Policy constitutes your acceptance of the updated terms.

12. Contact

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us: