Privacy Policy

01 What this policy covers

This Privacy Policy applies to information collected by Veltrix Appliance Repair LLC ("Veltrix," "we," "us," or "our") in connection with our appliance repair business — including information collected through this website, by phone, by text message, by email, in person at a service call, and through the third-party platforms we use to operate the business.

This policy does not cover the privacy practices of websites or services we do not own or control, even when we link to them. When this policy refers to a third party — like Jobber, Cloudflare, or Google — that third party has its own privacy policy that governs the data it collects directly. We've linked to the major ones in section 5.

Our SMS Terms of Service and our Terms of Service apply alongside this policy.

02 Information we collect

We collect only the information we need to schedule and complete your service, communicate with you about it, get paid, and run a small business well. The categories below are exhaustive — if it's not listed here, we don't collect it.

Information you give us directly

• Contact information — your name, service address, mobile or landline number, and email address.
• Appliance and service-call information — the appliance type and brand, model and serial numbers when needed, the symptoms you describe, photos you send us to help diagnose the problem, the work performed, parts installed, and any notes from the visit.
• Scheduling information — the date and time of your appointment, your availability, gate codes or access instructions you give us, and any rescheduling history.
• Payment information — when you pay an invoice, the payment is processed through a PCI-compliant payment processor inside our scheduling platform. We see that you paid, what you paid for, and the date — we do not see, store, or have access to your full credit or debit card number.
• Communications — phone calls (not recorded by default; voicemails are kept), text messages, emails, and any messages you send through this website or third-party platforms.

Information we collect automatically

• Website usage — when you visit this website, our hosting provider and analytics tools log standard request data: IP address, browser type and version, device type, the pages you view, the time of your visit, and the site that referred you. See section 6 for detail.
• Phone and text metadata — when you call or text our business number, the voice and SMS platform that operates the line records the date, time, duration of the call, and the originating phone number.

Information we may receive from third parties

• Lead-platform inquiries — when a homeowner requests service through a third-party platform like Thumbtack or Google's Local Services, that platform sends us the name and contact information the customer provided to it.
• Public business information — we use a small number of business directories (Better Business Bureau, the United Appliance Servicers Association, local chambers of commerce) where customers may leave reviews or comments. Anything publicly posted there is visible to us as it is to anyone else.

03 Information we don't collect

Most appliance-repair privacy policies don't bother saying this, but we think it's worth being explicit. Veltrix does not collect any of the following from customers in the normal course of business:

• Social Security numbers
• Driver's license numbers
• Date of birth
• Bank account or routing numbers
• Full credit or debit card numbers (the payment processor handles those; we don't see them)
• Government identification of any kind
• Health information
• Precise geolocation data from your device beyond the address you give us for service
• Information about other people in your household who are not the person scheduling the service

If a circumstance ever arose where additional information was genuinely needed — for example, an unusual large-scale commercial job — we'd ask you for it directly and explain why before collecting it.

04 How we use your information

We use the information we collect for a small number of clearly bounded purposes:

• To schedule and perform your service — confirming the appointment, dispatching the technician to the right address, diagnosing the appliance, ordering parts, and completing the repair.
• To communicate with you about your service — appointment reminders, "on the way" updates with technician photo, diagnostic and repair updates, invoices, receipts, and answers to questions you send us. See our SMS Terms for details specific to text-message communication.
• To process payments — through the PCI-compliant payment processor in our scheduling platform.
• To keep records and meet legal obligations — service records, invoice records, tax records, warranty records (1-year on parts), and records required by Texas TDLR licensing rules and by federal and state tax law.
• To follow up after service — typically a single message asking whether the appliance is performing as expected, and inviting you to leave a public review if you'd like to.
• To improve the business — anonymized and aggregated patterns from our scheduling platform and website analytics help us understand which services customers ask about most, which neighborhoods we serve well, and where the website could be clearer.
• To advertise — when running paid advertising campaigns (Google Ads, Facebook, Instagram, Local Services), we may use the platforms' standard targeting and conversion-measurement tools. See section 6.
• To respond to legal process — if we receive a valid court order, subpoena, or other legal demand, we may be required to disclose information. We'll narrow what we disclose to what's required, and we'll tell you about it unless legally prohibited from doing so.

We do not sell your personal information. We do not rent, lease, or trade customer lists. We do not share your information with third parties for their own marketing purposes.

05 Service providers and sub-processors

Veltrix uses a small number of trusted service providers to operate the business. Each of them receives only the information needed to perform their function, and each is bound by their own privacy practices and contractual obligations to us.

• Jobber (Jobber Software Inc., a Canadian company) — our customer records, scheduling, invoicing, and payment-processing platform. Customer contact information, service history, appointment details, invoices, payment records, and any service-related notes are stored in Jobber. Jobber may also handle automated reminders and review-request messages on our behalf when those features are enabled. Jobber's privacy policy is at getjobber.com/privacy-policy.
• Cloudflare (Cloudflare, Inc., U.S.) — hosts and serves this website. When you visit any page on veltrixappliancerepair.com, your request passes through Cloudflare's network, which means Cloudflare may log standard request data (IP address, user-agent, timestamp) for security and reliability purposes. Cloudflare's privacy policy is at cloudflare.com/privacypolicy.
• Google (Google LLC, U.S.) — we use Google in several ways: Google Analytics for website usage statistics, Google Search Console for monitoring search performance, Google Business Profile for our public business listing and customer reviews, Google Workspace for our business email, and Google Ads when running advertising campaigns. Google's own privacy practices apply to data they collect, available at policies.google.com/privacy.
• Meta (Meta Platforms, Inc., U.S.) — when running advertising campaigns on Facebook or Instagram, we may use Meta's advertising and conversion-measurement tools. Meta's privacy policy applies to data they collect at facebook.com/privacy/policy.
• A voice and SMS platform — handles our business phone line and text messages. Call audio is not recorded as a default practice; voicemails and text-message threads are retained as described in section 8. We've kept this provider's name out of this policy because we may switch providers in the future without changing how the underlying service works.
• A payment processor — credit and debit card information is processed by a PCI-compliant payment processor through our scheduling platform. Veltrix does not directly contract with the processor; our scheduling platform does. We do not receive, store, or have access to your full card number.
• Customer-acquisition platforms — when a customer reaches us through Thumbtack, Google's Local Services, or a similar platform, that platform handles the introduction and may continue to host related communications and reviews. Each platform's own privacy policy applies to the data it collects.

If we ever add a new category of service provider — for example, a different kind of platform that we don't currently use — we'll update this section before relying on it.

06 Cookies, analytics, and advertising

When you visit this website, a small number of cookies and similar technologies may be set on your browser. Here is the full picture of what they do.

Strictly necessary cookies

The website host (Cloudflare) may set basic cookies that are necessary for the site to function — for example, to remember security preferences across pages. These are not used for tracking and cannot be turned off without breaking site functionality.

Analytics cookies

We use Google Analytics to understand how visitors use this website — which pages get visited most, how visitors find us, and where the site could be clearer. Google Analytics sets cookies that record an anonymized identifier, your approximate location (city level, derived from IP), browser and device information, the pages you view, and how long you stay. Google may combine this with information from your activity on other sites where Google's tools are present. Google's data-handling practices are described at policies.google.com/privacy.

You can opt out of Google Analytics across all websites by installing the Google Analytics Opt-out Browser Add-on, available at tools.google.com/dlpage/gaoptout.

Advertising and conversion-tracking cookies

When we run advertising campaigns on Google Ads, Facebook, or Instagram, those platforms may set cookies and similar identifiers on your browser to measure whether their ads led to a service call, and to show our ads to people whose behavior suggests they may need appliance repair. These tools are operated by Google and Meta under their own privacy policies.

You can manage advertising preferences at adssettings.google.com and facebook.com/adpreferences, or use industry-wide tools at optout.aboutads.info and networkadvertising.org/choices.

Do Not Track

Some browsers offer a "Do Not Track" signal. There is no industry consensus on what websites should do when they receive one, and we do not currently respond to it. The opt-out mechanisms above give you direct control over what each tool collects.

07 Reviews and public testimonials

After your service, we may invite you to leave a public review on Google, the Better Business Bureau, or another platform where customers commonly look for appliance-repair reviews. Leaving a review is always your choice. If you'd rather not, that has no effect on the service you received or any future service.

If you do leave a review, it becomes public on the platform you posted it to. Anything you include in the review — your name, the city you live in, the appliance you had serviced, photos — is visible to anyone, governed by that platform's own rules, and outside our control to remove.

We do not write fake reviews, ask employees or family members to leave reviews, or pay anyone for a review. When we post a customer testimonial on this website, we do so only with the customer's explicit permission, and we use only the information they've agreed to share publicly.

08 How long we keep your information

How long we keep your information depends on what it is and why we have it.

• Active customer records (contact info, service history, appointments, invoices) — kept for as long as you are a customer and for a reasonable period afterward to support warranty work, follow-up service, and tax and licensing record-keeping. In practice, this means at least seven years for tax and warranty records.
• Text-message threads — retained on the SMS platform's servers for the duration of the relationship and for a reasonable period afterward; subject to the platform's own retention policies.
• Voicemails — kept for ninety days unless attached to an active service ticket, in which case they're kept with the ticket.
• Website analytics data — Google Analytics data is retained according to Google's standard retention period, currently fourteen months for user-level and event-level data unless otherwise configured.
• Marketing-platform data — Google Ads and Meta data is retained according to those platforms' own policies.
• Records required by law — tax records, licensing records, insurance records, and similar are kept for the period required by Texas state law and federal law, which is typically seven years.

When we no longer need information, we delete it or render it anonymous. If you want us to delete your information sooner — see section 9.

09 Your choices and rights

You have meaningful choices about your information regardless of what jurisdiction-specific privacy law applies to you. Texas does not yet have a comprehensive consumer privacy law on the model of California's CCPA or Europe's GDPR, but Veltrix operates to a reasonable industry standard, and the choices below are offered to every customer:

• Access — you can ask us what information we have about you, and we'll send you a plain-language summary within thirty days.
• Correction — if any of the information we have is wrong, we'll fix it. Just call, text, or email us.
• Deletion — you can ask us to delete the information we have about you, and we will, with two limits: we'll keep records we are legally required to keep (tax, licensing, warranty), and we'll keep records related to active disputes or claims.
• Opting out of text messages — reply STOP to any text we send you. See our SMS Terms for details.
• Opting out of marketing — we don't run customer-list email marketing. If we ever start, the messages will include an unsubscribe link in every one.
• Opting out of analytics and advertising tools — see the opt-out links in section 6.
• Asking questions — if anything in this policy is unclear or you want to know more about how a specific piece of information is handled, ask us. We'd rather explain than have you guess.

To exercise any of these, contact us using the details in section 12.

10 Children's privacy

Veltrix provides appliance-repair services to homeowners and is not directed at children. We do not knowingly collect personal information from anyone under thirteen. If you believe a child has provided information to us, please contact us using the details in section 12, and we will delete it promptly.

11 Changes to this policy

We may update this policy from time to time as our practices evolve, as our service providers change, as new laws apply, or to make the language clearer. The "Effective" date at the top of this page reflects the most recent revision.

For material changes — for example, a new category of information being collected, a new category of service provider being introduced, or a meaningful change in how information is shared — we'll notify active customers by text or email before the change takes effect, and we'll continue to honor the choices you've already made.

Routine updates — for example, clarifying language, fixing a typo, or updating a link — will be reflected on this page only. The "Effective" date will be updated either way.

12 Contact

Questions about this policy, about how we handle a specific piece of information, or about exercising any of the choices in section 9?

Veltrix Appliance Repair LLC
Fort Worth, Texas
Phone: (682) 204-7314
Text: (682) 204-7314
Email: [email protected]

We'll respond to privacy-related questions within thirty days of receiving them. If your question is urgent — for example, you've identified a security concern with your information — call or text us first; email is checked daily but call and text reach us fastest.