Privacy Policy & Terms of Service

Last updated: February 2026

1. Overview

This Privacy Policy & Terms of Service explains how we collect, use, store, and protect customer information, as well as the terms under which services are provided. By booking service, making a payment, or contacting us, you agree to these terms.

2. Information We Collect

When you book service, request an estimate, or communicate with us, we may collect:

  • Name

  • Phone number

  • Email address

  • Service address

  • Appliance and service details

  • Appointment history

  • Payment and invoice records

3. How Information Is Collected & Managed (Square-Aligned)

Customer contact information, scheduling details, invoices, and payments are collected and managed through Square, our booking and payment platform.

Certain customer records (such as service notes, internal documentation, photos, and invoices) may also be stored securely in Google Drive for Business as part of normal business operations.

We do not operate or sell an independent customer data platform.

4. How We Use Your Information

Your information is used solely to:

  • Schedule and manage service appointments

  • Communicate regarding service, reminders, or updates

  • Process payments and invoices

  • Maintain service records and history

  • Provide customer support

We do not sell, rent, or trade personal information.

5. Payments & Billing (Square-Safe Language)

All payments are processed securely through Square. We do not store or have access to full payment card numbers. Square is responsible for payment security, encryption, and PCI compliance.

Refunds, cancellations, and payment disputes are governed by our posted service policies and Square’s payment processing terms.

6. Communications

By booking service or contacting us, you consent to receive communications by phone call, text message, or email related to:

  • Appointments

  • Scheduling changes

  • Service updates

  • Follow-ups

Message and data rates may apply for text messaging. You may opt out of non-essential communications at any time.

7. Data Storage & Security

Customer information is stored using trusted, industry-standard platforms including:

  • Square (scheduling, billing, payments)

  • Google Drive for Business (internal service records)

Access to customer information is limited to authorized personnel only. We rely on the security controls and compliance standards maintained by these platforms.

8. Data Retention

Customer records are retained for business, tax, warranty, and service history purposes and are typically kept for up to seven (7) years, unless a longer retention period is required by law or necessary for ongoing service or dispute resolution.

9. Third-Party Services

We do not share customer information with third parties except:

  • As required to provide service

  • As required for payment processing (Square)

  • As required by law or legal process

10. Massachusetts-Specific Notice

We comply with applicable Massachusetts consumer protection and data security laws, including reasonable safeguards for personal information consistent with M.G.L. c. 93H and 201 CMR 17.00, to the extent applicable to our business operations.

11. Limitation of Liability

We are not responsible for delays, service interruptions, or data issues caused by third-party platforms, including Square or Google Workspace, beyond our reasonable control.

12. Changes to This Policy

This policy may be updated periodically. Continued use of our services constitutes acceptance of the current version.

13. Contact

If you have questions about this policy or how your information is handled, please contact us directly.