Privacy Policy

1.1 Information You Provide Directly

• Clients: full name, phone number, email, service address, ZIP code, appliance type/brand/model, problem description, preferred appointment windows, payment information (tokenized via Stripe — we do not store full card numbers).
• Technicians: full name, phone, email, TDLR license number, certifications, service areas, specialties, background-check data, bank/payout details via Stripe Connect, government photo ID, vehicle information.
• Booking details: appliance data, service address, scheduling data, verification codes, before/after job photos with embedded GPS/EXIF metadata.
• Communications: all in-app chat messages, support tickets, call recordings (see Section 1.3), reviews, and any other content submitted to the Platform. We may retain and use the full content of these communications for quality assurance, dispute resolution, fraud investigation, legal defense, and Platform improvement, without further notice to you.

1.2 Information Collected Automatically

• Device/browser data: IP address, browser type/version, OS, device identifiers (including advertising IDs), screen resolution, language.
• Usage data: pages viewed, time on page, click and scroll behavior, booking-funnel drop-off points, feature usage, crash and performance logs.
• Location data: approximate IP-based location for Client-Technician matching; precise GPS location for Technicians whenever the Technician App is active in the foreground or background and the Technician has marked a job "En Route," collected continuously until the Technician marks "Arrived." We may also collect coarse location from Clients' devices where permitted by device settings to improve matching accuracy and fraud detection.
• Cookies and similar technologies: session, authentication, preference, analytics, and advertising cookies/pixels/SDKs (Section 5).

1.3 Information From Third Parties

• Google OAuth: name, email, profile photo.
• Stripe: payment status, transaction and payout metadata (not full card numbers).
• Twilio: SMS delivery/read status, call metadata, and call recordings, which we may retain and use for quality assurance and dispute resolution.
• Checkr (Technicians): criminal history, identity verification, and license verification results.
• CallRail: recorded and transcribed calls between Users and Platform support or dispatch, retained per Section 4.
• Analytics/advertising partners: Google Analytics 4, Google Tag Manager, Google Search Console, Google Ads, Microsoft Clarity (session analytics/heatmaps), Meta/Facebook Pixel, and similar tools, which may combine Platform data with data from other sites you visit to build advertising and analytics profiles.

We use collected information for any purpose reasonably related to operating, securing, monetizing, marketing, or defending the Platform and the Company, including without limitation:

• Service delivery: matching, scheduling, verification codes, payment processing, escrow, and payout.
• Communications: confirmations, reminders, verification codes, arrival notices, follow-ups, and marketing (Section 8).
• Identity verification and fraud prevention: OTP verification, background/license checks, device fingerprinting, and behavioral fraud scoring, which may result in automated account restrictions without human review.
• Payments: charging, escrow, payouts, commission deduction, chargeback defense.
• Customer support and dispute handling: responding to tickets, investigating complaints, and defending the Company's positions in any dispute, arbitration, or legal proceeding.
• Platform safety, security, and enforcement: detecting fraud and Terms violations, enforcing account restrictions, maintaining rating integrity, and building internal risk profiles on Users that may be shared across the Company's affiliated products and platforms.
• Improvement and analytics: analyzing usage, optimizing the booking funnel and matching algorithm, A/B testing, and developing new features or monetization models.
• Marketing: promotional emails and push notifications about maintenance plans, seasonal offers, and referrals; we may also use non-SMS information to build lookalike or retargeting audiences with our advertising partners unless and until you opt out per Section 8. Mobile numbers and SMS consent are never used for advertising audiences (see Section 3b).
• Legal, regulatory, and business purposes: compliance with TDLR and other regulatory requirements, responding to legal process, protecting the Company's rights and property, and any other purpose the Company determines in its sole discretion is reasonably related to its business.

3.1 Between Users

• Upon lead purchase, the Technician receives the Client's name, phone, address, and appliance/problem details. The Client's verification code is relayed through the Platform, never shared with the Technician in advance.
• The Client sees the assigned Technician's name, photo, rating, review count, and trust badges. The Technician's direct phone number is masked via a Twilio proxy number; however, the Company does not guarantee that proxy numbers prevent all information exchange between Users and disclaims liability if Users independently exchange contact information.

3.2 With Service Providers and Business Partners

Stripe (payments/escrow/payouts), Twilio (SMS/calls), Google (analytics, OAuth, advertising), Checkr (background checks), SendGrid (email), CallRail (call tracking/recording), and any other vendor, contractor, or business partner the Company engages from time to time to operate, market, analyze, secure, or monetize the Platform. These vendors receive the categories of data reasonably necessary for their function and are bound by their own terms, over which the Company exercises no control and for which it accepts no liability (Section 6).

3.3 For Legal, Safety, and Business Reasons

We may disclose information without further notice to you where we determine, in our sole discretion, that disclosure is appropriate to: comply with law, subpoena, court order, or regulatory request; enforce these Terms or this Policy; investigate or defend against fraud, security, or legal claims; protect the rights, property, or safety of the Company, its Users, or the public; or facilitate a merger, acquisition, financing, reorganization, bankruptcy, or sale of some or all Company assets, in which case your information is among the transferred assets.

3.4 "Sale" and "Sharing" of Information

We do not sell personal information for money. We may, however, share certain information (other than mobile numbers and SMS consent) with advertising and analytics partners in exchange for services, cross-context behavioral advertising, or other valuable consideration, which under some state laws (e.g., CCPA/CPRA) may be treated as a "sale" or "share." Where applicable law grants you a right to opt out of such sharing, you may exercise it as described in Section 7; absent an opt-out request, your continued use of the Platform is treated as consent to this sharing to the maximum extent permitted by law. This Section 3.4 does not apply to mobile phone numbers or SMS messaging consent, which are governed exclusively by Section 3b and are never sold or shared for marketing or promotional purposes.

Program: Transactional account notifications branded as Dallas Appliance, operated by Hype Appliance Repair LLC for customers of dallas-appliance.com.

If you provide a mobile number when booking a service, requesting a callback, verifying an account (OTP), or creating an account at https://dallas-appliance.com (including the Book Online form and Sign In / Register pages), you consent to receive recurring transactional SMS from Dallas Appliance (Hype Appliance Repair LLC) related to your service request — including verification/OTP codes, appointment confirmations, technician en-route and status updates, and repair completion notices. Messages identify the sender as Dallas Appliance.

• Message frequency varies based on your booking activity (typically a few messages per service request).
• Message and data rates may apply.
• Reply STOP to cancel SMS. Reply HELP for help.
• Support: (847) 246-2536 or service@dallas-appliance.com.

We do not share, sell, or otherwise provide mobile phone numbers or SMS messaging consent information to any third parties or affiliates for marketing or promotional purposes. We use Twilio solely as our SMS delivery processor to transmit the transactional messages you requested. Consent to receive SMS is not a condition of purchasing goods or services; you may book by calling us instead.

Opt-in language is displayed next to every phone field on our booking and account forms before you submit. Privacy Policy: https://dallas-appliance.com/privacy. Terms of Service: https://dallas-appliance.com/terms.

• Active accounts: retained for the life of the account and the Company's legitimate business needs.
• Closed accounts: retained for 7 years after closure (or longer where needed for legal defense, tax, or regulatory purposes), regardless of a deletion request, subject to Section 7.
• Draft leads (unclaimed): purged after 24 hours.
• Payment records: retained 7 years (IRS requirement).
• Verification codes: deleted after successful use or 10 minutes, whichever is first.
• Background check results: retained through active Technician status plus 3 years.
• Support tickets and call recordings: retained 3 years after resolution, or longer if related to an active or reasonably anticipated dispute or legal matter.
• Technician GPS data: deleted within 24 hours of job completion; aggregated/de-identified location analytics may be retained indefinitely.
• The Company reserves the right to retain any data indefinitely to the extent it reasonably believes retention is necessary for fraud prevention, legal defense, or compliance, notwithstanding any deletion request.

We use essential, preference, analytics, and advertising cookies/SDKs, including Google Analytics 4, Google Tag Manager, Microsoft Clarity, and Google/Meta advertising pixels for remarketing to Users who visit without completing a booking. Disabling non-essential cookies may degrade Platform functionality, and disabling essential cookies will prevent login and booking entirely. You may adjust browser or device settings, but the Company makes no guarantee that opt-out mechanisms offered by third parties will be effective or persistent.

We use commercially reasonable measures including TLS 1.2+ encryption in transit, PCI-DSS-compliant payment handling via Stripe, role-based access controls, admin 2FA, and periodic security review. Despite these measures, no system is perfectly secure, and the Company expressly disclaims any guarantee, warranty, or assurance of absolute data security. In the event of a breach, the Company will provide notice only to the extent, in the manner, and within the timeframe required by applicable law, and disclaims any liability beyond what the law mandates.

Subject to applicable law and the exceptions/retention rights described in Section 4, you may request to know, access, correct, or delete your personal information, opt out of "sale/sharing" as defined by applicable state law, and receive a portable copy of your data. Submit requests to service@dallas-appliance.com. We will verify your identity before processing any request, may deny requests to the extent permitted by law (including where data is needed for fraud prevention, legal defense, or completion of a transaction), and will respond within the time required by applicable law (we do not commit to a shorter voluntary timeframe). We may charge a fee for excessive, repetitive, or manifestly unfounded requests to the extent permitted by law.

We may send marketing email and push notifications regarding maintenance plans, seasonal offers, and referrals. Opt out via the email "Unsubscribe" link, adjusting dashboard preferences, or emailing service@dallas-appliance.com. We do not send promotional or marketing SMS to mobile numbers collected for booking or account verification. Any future promotional SMS program would require a separate, explicit opt-in and is not part of the transactional SMS program described in Section 3b. Transactional SMS — booking confirmations, verification codes, appointment and technician status updates, payment receipts, warranty notices, and legal/policy notices — are sent only as described in Section 3b. You may reply STOP to end SMS; you can still complete service by calling us or using email.

The Platform is not directed to, and may not be used by, anyone under 18. We do not knowingly collect data from minors. If we learn a minor's data was collected, we will delete it upon verified request, but disclaim liability for any minor's use of the Platform in violation of these Terms.

Texas does not currently mandate a comprehensive consumer privacy statute equivalent to CCPA; the rights described in Section 7 are extended voluntarily and may be modified or withdrawn by the Company at any time to the extent not otherwise required by a specific applicable law. Texas residents who believe their data was compromised may have rights to place a security freeze on their credit file under Tex. Bus. & Com. Code Ch. 521.

The Platform may link to third-party sites and services (maps, manufacturer sites, social platforms) that the Company does not control and for which it disclaims all responsibility. Review third-party privacy policies independently before providing them information.

The Company may modify this Privacy Policy at any time, in its sole discretion, effective upon posting the updated version with a new "last updated" date, with or without additional notice. Where the Company elects to provide notice of a material change, it may do so by any method of its choosing. Your continued use of the Platform after a change is posted constitutes your acceptance of the revised Policy, whether or not you have reviewed it.