ServeCommand Privacy Policy

Last Updated: Jan 4. 2025

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1. Introduction

Welcome to ServeCommand (“we,” “us,” or “our”). We provide a B2B software platform (the “Services”) that helps home service businesses manage their customers, schedule services, handle invoicing, and more. We respect your privacy and are committed to protecting it through our compliance with this policy.

By accessing or using our Services, you agree to the collection and use of your information as outlined in this Privacy Policy. If you do not agree, please discontinue use of our Services.

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2. Information We Collect

We collect Personal Data (information that relates to an identified or identifiable individual) from and about users of our Services (“you” or “your”) in the following ways:

  1. Business Customer Data (“Customer Data”)
    • Examples of Personal Data We Collect:
      • Account Information: Owner name, business email, business address, team member names, team member phone numbers.
      • Payment Details: Credit card or bank information for monthly or annual subscription payments.
      • Communications: Information you provide when contacting support or sending us inquiries (e.g., emails, chat logs).
  2. End-Client Data (Collected on Behalf of Our Business Customers)
    • Examples of Personal Data We Collect:
      • Contact Details: Name, phone number, email address.
      • Property Details: Property address (including geolocation or system data related to HVAC, plumbing, or similar home systems).
      • Service History: Dates of previous services, notes on completed work, equipment data, photos, or other media.
      • Conversation Details: Communication logs or notes via phone, email, or other channels if tracked in our CRM.
      • Payment Information: Credit card or other payment details (collected to facilitate payments on behalf of our business customers).
  3. Device and IP Data
    • Examples of Personal Data We Collect:
      • IP address
      • Device ID
      • Domain server
      • Type of device/operating system/browser used to access the Services
  4. Web Analytics Data
    • Examples of Personal Data We Collect:
      • Web page interactions
      • Referring webpage or source
      • Non-identifiable request IDs
      • Statistics related to how your device or browser interacts with the Services
  5. Other Identifying Information You Voluntarily Provide
    • Examples of Personal Data We Collect:
      • Identifying information in emails or letters you send us, or other communications you initiate through our platform.
  6. End-Client Data* (Collected by our Business Customers and maintained in our platform)
    • Examples of Personal Data We Allow Business Customers to Collect:
      • Contact Details: Name, phone number, email address.
      • Property Details: Property address (including geolocation or system data related to HVAC, plumbing, or similar home systems) and related property detail.
      • Service History: Dates of previous services, notes on completed work, equipment data, photos, or other media.
      • Conversation Details: Communication logs or notes via phone, email, or other channels if tracked in our CRM.
      • Payment Information: Credit card or other payment details (collected to facilitate payments on behalf of our business customers).
  7. Categories of Third Parties With Whom We Share this Personal Data
    • Service Providers, including payment providers
    • Business partners
    • Parties You Authorize, Access or Authenticate
*Note: We process End-Client Data solely on behalf of our business customers, who are responsible for ensuring they have all necessary rights and consents to collect and share such data.

3. Categories of Sources of Personal Data

We collect Personal Data about you from the following categories of sources:

  • You
    • When you provide such information directly to us.
      • When you create an account or use our interactive tools and Services.
      • When you voluntarily provide information in free-form text boxes through the Services or through responses to surveys or questionnaires.
      • When you send us an email or otherwise contact us.
    • When you use the Services and such information is collected automatically.
      • Through Cookies (as defined and described further below).
      • If you download our mobile application or use a location-enabled browser, we may receive information about your location and mobile device, as applicable.
      • If you download and install certain applications and software we make available, we may receive and collect information transmitted from your computing device for the purpose of providing you the relevant Services, such as information regarding when you are logged on and available to receive updates or alert notices.
  • Third Parties
    • Vendors
      • We may use analytics providers to analyze how you interact and engage with the Services, or third parties may help us provide you with customer support.

Our Commercial or Business Purposes for Collecting Personal Data

  • Providing, Customizing and Improving the Services
    • Creating and managing your account or other user profiles.
    • Processing orders or other transactions; billing.
    • Providing you with the products, services or information you request.
    • Meeting or fulfilling the reason you provided the information to us.
    • Providing support and assistance for the Services.
    • Improving the Services, including testing, research, internal analytics and product development.
    • Personalizing the Services, website content and communications based on your preferences.
    • Doing fraud protection, security and debugging.
    • Carrying out other business purposes stated when collecting your Personal Data or as otherwise set forth in applicable data privacy laws.
  • Marketing the Services
    • Marketing and selling the Services.
  • Corresponding with You
    • Responding to correspondence that we receive from you, contacting you when necessary or requested, and sending you information about Linear or the Services.
    • Sending emails and other communications according to your preferences or that display content that we think will interest you.
  • Meeting Legal Requirements and Enforcing Legal Terms
    • Fulfilling our legal obligations under applicable law, regulation, court order or other legal process, such as preventing, detecting and investigating security incidents and potentially illegal or prohibited activities.
    • Protecting the rights, property or safety of you, Linear or another party.
    • Enforcing any agreements with you.
    • Responding to claims that any posting or other content violates third-party rights.
    • Resolving disputes.

We will not collect additional categories of Personal Data or use the Personal Data we collected for materially different, unrelated or incompatible purposes without providing you notice.

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4. How We Share Your Personal Data

We disclose your Personal Data to the categories of service providers and other parties listed in this section. Depending on state laws that may be applicable to you, some of these disclosures may constitute a “sale” of your Personal Data. For more information, please refer to the state-specific sections below.

  • Service Providers. These parties help us provide the Services or perform business functions on our behalf. They include:
    • Hosting, technology and communication providers.
    • Security and fraud prevention consultants.
    • Analytics providers.
    • Support and customer service vendors.
    • Product fulfillment and delivery providers.
    • Payment processors.
      • Our payment processing partner collects your voluntarily-provided payment card information necessary to process your payment.
      • Please see Stripe’s terms of service and privacy policy for information on its use and storage of your Personal Data.
  • Business Partners. These parties partner with us in offering various services. They include:
    • Businesses that you have a relationship with.
    • Companies that we partner with to offer joint promotional offers or opportunities.
  • Parties You Authorize, Access or Authenticate
    • Third parties you access through the services.
    • Social media services.
    • Other users.
  • Legal Requirements and Business Transfers
    • We may disclose data to comply with applicable laws, enforce our Terms of Service, respond to court orders or government requests, or if we are involved in a merger, acquisition, or sale of assets (in which case your information may be transferred to the successor entity).

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5. How We Use Your Information

We use the Personal Data we collect for the following purposes:

  1. To Provide and Maintain Our Services
    • Creating and managing user accounts for our business customers.
    • Facilitating CRM, scheduling, invoicing, and related core functionalities.
  2. To Process Payments
    • Collecting subscription fees from our business customers.
    • Facilitating payments from end-clients on behalf of our business customers through third-party payment processors.
  3. To Communicate With You
    • Responding to inquiries, customer support requests, and sending technical notices or updates.
  4. To Integrate With Partner Tools or Services
    • Allowing you to connect with third-party platforms for accounting, e-signature, or similar functionalities.
  5. To Improve and Optimize Our Services
    • Analyzing analytics data to enhance your experience, develop new features, and measure performance.
  6. To Comply With Legal Obligations
    • Sharing information as needed with government or regulatory entities, or as required by law.

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6. Legal Basis for Processing

We primarily serve U.S. businesses; however, for transparency, our processing of Personal Data is generally based on:

  • Contractual Necessity: We process data to fulfill our contractual obligations and provide the Services you signed up for.
  • Legitimate Interests: We may process data to secure our Services, prevent fraud, or improve user experience, where doing so does not override your privacy rights.
  • Consent: Where required by law (e.g., certain marketing communications), we will request your consent. You can withdraw your consent at any time.

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7. Data Security and Retention

We take reasonable administrative, technical, and physical measures to protect your Personal Data against unauthorized access, use, or disclosure. These measures include:

  • Secure Hosting: We use reputable hosting services with strong security protocols.
  • Encryption in Transit: We use SSL/TLS where possible.
  • Access Controls: We limit access to systems that store Personal Data to authorized personnel only.

Despite these measures, no security protocol is entirely foolproof. You can help protect your Personal Data by choosing strong passwords, keeping your login details confidential, and logging out after each session.

Retention
We retain Personal Data as long as necessary to provide the Services, comply with legal obligations, resolve disputes, enforce our agreements, or as permitted or required by law. We may retain certain information in an aggregated or anonymized form that does not identify you personally.

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8. Your Rights and Choices

  • Access & Updates: You may update your account information by contacting us or accessing your user account (if available).
  • Cookie Management: Adjust your browser settings to restrict or delete Cookies.
  • Opt-Out of Marketing: If we send marketing emails, you can unsubscribe at any time using the link provided or by contacting us directly.
  • Account Deletion: You may request account deletion by emailing dev@servecommand.com. Upon receipt, we will remove or anonymize your Personal Data unless we are legally required to keep it.

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9. Tracking Tools and Opt-Out

Our Services may use cookies and similar tracking technologies (collectively, “Cookies”) to enable our servers to recognize your web browser, track how and when you use our Services, analyze trends, and operate and improve our Services. Cookies are small text files placed on your computer, tablet, phone, or other device when you use it to access our Services.

Because of our use of Cookies, the Services do not support “Do Not Track” (DNT) requests sent from a browser at this time.

We use the following types of Cookies:

  1. Essential Cookies
    • Required for providing certain features or services (e.g., logging into secure areas of our Services). Disabling these may limit functionality.
  2. Functional Cookies
    • Enable us to remember your choices and settings over time (e.g., language, region). They personalize your experience when you return.
  3. Performance/Analytical Cookies
    • Help us understand how visitors use our Services and measure the performance of any advertising or promotional campaigns we may run.

Cookie Management
You can manage or delete Cookies within your browser settings. However, disabling or deleting Cookies may require manual preference adjustments on each visit and could limit certain functionalities.

For more information, please visit allaboutcookies.org.

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10. SMS and Email Communications and Consent

Our service provides an Auto Communications feature that enables our business customers to send transactional text and email messages (such as appointment reminders, order confirmations, or account updates) to their end‑clients. Please note that it is the sole responsibility of our business customers to obtain, document, and maintain explicit consent (opt‑in) from their end‑clients to receive such messages.

We do not collect or verify SMS or email opt‑in consent on behalf of our business customers. By using our service, you agree that you have secured all necessary consents in compliance with applicable laws (including, but not limited to, the TCPA and CTIA guidelines). If you have any questions about how consent should be obtained, please refer to our SMS Consent Guidelines (link to your script document).

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11. International Data Transfers

We currently store and process data in the United States. If we begin transferring data outside of the United States, we will update this Privacy Policy and ensure appropriate safeguards (e.g., contractual clauses) are in place.

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12. Children’s Privacy

Our Services are intended for business use and not directed to individuals under 18. We do not knowingly collect Personal Data from children under 16. If you believe a child has provided us with Personal Data, please contact us so we can remove it.

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13. App Permissions

Our mobile app currently does not request special device permissions (e.g., camera, location). If this changes in the future, we will update our Privacy Policy accordingly and clarify why such permissions are needed.

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14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. If we make material changes, we will notify you by email or through the Services. The “Last Updated” date at the top indicates when this policy was last revised.

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