Privacy Policy

1. Who we are

ServiceCastle is a software-as-a-service platform that helps home-service and field-service companies (HVAC, plumbing, electrical, landscaping, and similar trades) run their day-to-day operations — including scheduling, dispatch, customer records, invoicing, payments, and customer communications by email, voice, and SMS. This Policy applies to servicecastle.com, our web and mobile applications, and related services (collectively, the “Services”). It is written for users in the United States.

Two types of people interact with the Services:

• Customers — the service businesses (and their staff) who subscribe to ServiceCastle. With respect to data their own end-customers provide, our Customers are the “controller/business” and ServiceCastle acts as their “processor/service provider.”
• End-users — the homeowners or property managers that our Customers serve, who may receive email, voice, or SMS messages sent through the Services on behalf of a ServiceCastle Customer.

2. Information we collect

You give us

• Contact details — name, business name, email address, postal address, and phone number (including mobile numbers used for SMS).
• Account credentials — username and password.
• Communications — messages you send us through forms, email, SMS, chat, or phone, and recordings or transcripts of voice calls placed through numbers we provision.
• Billing information — handled by our PCI-compliant payment processor; we do not store full card numbers.
• Customer Data — for ServiceCastle Customers, records about their own end-customers (contact info, job history, notes, photos, invoices, signatures, message history).

Collected automatically

• Device, browser, IP address, and approximate location.
• Usage data, log files, and cookies/similar technologies.
• Message and call metadata for traffic sent through phone numbers we provision (timestamps, sender/recipient, delivery status, error codes, carrier responses).

From third parties

• Integrations you connect (e.g., calendars, accounting, marketing tools), telecom and messaging providers (e.g., Twilio), payment processors, and other service providers who help us operate the Services.

3. How we use information

• Provide, secure, and improve the Services.
• Communicate with you by email, voice, and SMS about your account, transactions, support requests, scheduled jobs, appointment reminders, security alerts, and — with your consent — product news and marketing.
• Enable ServiceCastle Customers to communicate with their own end-customers through email, voice, and SMS sent from numbers we provision.
• Process payments and prevent fraud or abuse.
• Comply with legal obligations (including telecommunications, messaging, and consumer-protection laws) and enforce our agreements.

4. Email, voice, and SMS communications

Email. Transactional emails (receipts, alerts, account notices) are sent as part of the Services. You can unsubscribe from marketing emails at any time using the link in the message.

Voice calls. ServiceCastle may provision phone numbers to Customers so they can place and receive business calls through the platform. Calls placed through our platform may be recorded and transcribed for quality, training, dispatch, and record-keeping; where required by law, the Customer is responsible for providing notice and obtaining consent from call participants.

SMS / text messages — ServiceCastle to you. When you provide a mobile number and opt in, you agree to receive text messages from ServiceCastle related to your account, appointment reminders, job updates, support, verification codes, and — where you have opted in — promotional messages. Message frequency varies. Message and data rates may apply.

• Opt out at any time by replying STOP to any text. Reply HELP for help, or contact support@servicecastle.com.
• Carriers are not liable for delayed or undelivered messages.
• We do not sell or share mobile opt-in data or SMS consent with third parties or affiliates for marketing purposes. Mobile opt-in information is not shared for any purpose.

SMS sent by ServiceCastle Customers (10DLC / A2P messaging). ServiceCastle may provision local 10-digit long-code (10DLC), toll-free, or short-code phone numbers to its Customers and route outbound and inbound application-to-person (A2P) messages through telecom providers such as Twilio. When a ServiceCastle Customer uses the platform to message an end-user:

• The ServiceCastle Customer is the message sender and is responsible for obtaining the end-user's prior express consent before sending any message, and prior express written consent before sending any marketing message, in compliance with the TCPA, CTIA Messaging Principles & Best Practices, carrier 10DLC rules, and applicable state law.
• Every message program supported by the platform includes (a) a clear program description and message frequency disclosure at the point of opt-in, (b) “Msg & data rates may apply,” (c) links to this Privacy Policy and our Terms, and (d) standard STOP (opt-out) and HELP keyword handling.
• Phone numbers, opt-in records, and SMS consent collected for one ServiceCastle Customer's program are never shared with, or used to message on behalf of, any other ServiceCastle Customer, affiliate, or third party for marketing purposes.
• ServiceCastle stores message content and metadata as needed to operate the platform, honor opt-outs across the Customer's account, respond to support requests, and comply with carrier audits and legal obligations.

5. Cookies and similar technologies

We use cookies and similar technologies (such as local storage and pixels) to operate the site, remember your preferences, keep you signed in, and analyze usage so we can improve the Services. We use:

• Strictly necessary — required for the site to work (e.g., session, security, load balancing, cookie-consent choice).
• Functional — remember UI preferences and language.
• Analytics — help us understand how the site is used, in aggregate.

When you first visit the site we show a cookie banner so you can accept all cookies or limit us to strictly necessary cookies. You can change your choice at any time by clearing the sc_cookie_consent_v1 entry in your browser storage or by adjusting your browser settings. Disabling cookies may affect functionality. We do not use cookies for cross-context behavioral advertising.

6. How we share information

• Service providers who process data on our behalf (hosting, analytics, payment processing, email/SMS/voice delivery such as Twilio and other telecom carriers) under written contracts.
• Business transfers in connection with a merger, acquisition, or sale of assets.
• Legal & safety when required by law or to protect rights, property, or safety.
• With your direction, such as third-party integrations you enable.

We do not sell personal information. We do not share mobile phone numbers or SMS consent with third parties or affiliates for their own marketing.

7. Data retention

We retain personal information for as long as your account is active or as needed to provide the Services, comply with legal obligations (including telecom and messaging record-keeping requirements), resolve disputes, and enforce agreements. You may request deletion as described in our User Data Deletion page.

8. Security

We use administrative, technical, and physical safeguards designed to protect personal information. No system is 100% secure; you use the Services at your own risk.

9. Your U.S. privacy rights

Depending on your state of residence (e.g., California, Colorado, Connecticut, Virginia, Utah, Texas), you may have the right to:

• Access, correct, or delete your personal information.
• Receive a portable copy of it.
• Opt out of targeted advertising, sale, or certain profiling. We do not sell personal information.
• Appeal a denial of a privacy request.

To exercise these rights, email privacy@servicecastle.com. We will verify your request and respond within the time required by law. We will not discriminate against you for exercising your rights. If you received a message from a number provisioned through ServiceCastle by one of our Customers, please also contact that business directly — they are the controller of that relationship.

10. Children

The Services are not directed to children under 13, and we do not knowingly collect personal information from children.

11. International users

The Services are operated in the United States. If you access them from outside the U.S., your information will be transferred to and processed in the U.S.

12. Changes to this Policy

We may update this Policy from time to time. We will post the new effective date above and, where required, provide additional notice.

13. Contact us

ServiceCastle, Inc.
Attn: Privacy
Email: privacy@servicecastle.com
Support: support@servicecastle.com