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Legal & Privacy

Privacy Statement

Last updated March 2026

This Privacy Statement explains how HVACWard Inc. (“HVACWard”, “we”, “us”, or “our”) collects, processes, protects, and handles personal data when you visit our website, communicate with our sales or engineering teams, or utilize our AI voice agent telephony platform. HVACWard provides specialized conversational AI receptionist and appointment booking services designed specifically for residential and light-commercial HVAC contractors throughout the United States.

By accessing our website, subscribing to our services, or interacting with an HVACWard voice agent, you acknowledge the data handling practices described in this Statement.

1. Scope and Roles of the Parties

To understand how personal data is handled under data protection laws, it is important to distinguish between two categories of users and data subjects:

  • Contractor Account Data (HVACWard as Data Controller): When an HVAC business owner, dispatcher, or contractor representative subscribes to our services, schedules an onboarding call, or manages account configurations, HVACWard acts as the Data Controller of that contractor account and administrative information.
  • Caller & Field Lead Data (HVACWard as Data Processor / Service Provider): When HVACWard answers telephone calls forwarded from a contractor’s business telephone line, our voice AI agent processes caller voice audio, transcripts, and contact details solely on behalf of, and under the written instruction of, the subscribing HVAC contractor. In this context, the subscribing HVAC business is the Data Controller, and HVACWard operates strictly as a Data Processor (or “Service Provider” under applicable state privacy laws like the California Consumer Privacy Act / CPRA).

2. Categories of Information We Collect

We collect only the minimum personal and technical information necessary to deliver high-reliability voice answering, lead qualification, and calendar dispatch services:

A. Information Provided by HVAC Contractors

  • Account Registration & Contact Details: Business owner name, trade company name, corporate email address, business phone number, and physical territory boundaries.
  • Dispatch Configuration: Service area zip codes, standard service call policies, technician availability schedules, emergency triage parameters, and escalation phone numbers.
  • Billing Information: Payment card details, billing address, and transaction records. Payment transactions are processed directly through PCI-DSS Level 1 compliant payment gateways; HVACWard never stores raw card numbers or CVV codes on its servers.
  • Third-Party CRM Authorizations: Secure OAuth tokens and calendar permissions required to sync appointment slots with external platforms such as Jobber, Google Calendar, and ServicePro.

B. Information Collected from Inbound Callers

When an inbound call is forwarded to HVACWard, our automated voice agent processes the following data to qualify the call and schedule service:

  • Caller Identity: Caller name, caller telephone number (retrieved via carrier Caller ID / Automatic Number Identification), and caller-provided callback numbers.
  • Service Location: Physical street address, city, state, and zip code where HVAC diagnostic or repair service is requested.
  • HVAC Equipment & Malfunction Details: Heating or cooling equipment type (e.g., heat pump, gas furnace, condenser, ductless mini-split), brand or age if known, symptoms described (e.g., frozen coils, blowing ambient air, no heat in winter freeze, water leakage, strange noises), and urgency indicators.
  • Audio Streams & Transcripts: Real-time audio recordings of the conversation and the resulting automated speech-to-text transcript.
  • Telephony Metadata: Call initiation time, duration, call termination reason, transfer outcomes, and carrier-level latency indicators.

C. Website and Technical Telemetry

  • Log Data: IP address, browser type, operating system, referring URL, pages viewed, and access timestamps collected to maintain infrastructure security, diagnose latency issues, and prevent fraudulent abuse.

3. How We Use Collected Information

We process information strictly for legitimate commercial and operational purposes, including:

  • Real-Time Call Intake & Booking: Answering inbound calls within two rings, conversing naturally with callers, verifying service territory zip codes, and writing booked appointments directly into your calendar software.
  • Automated Dispatch Notifications: Immediately delivering structured call summaries, caller details, and audio recordings to contractor dispatchers and on-call technicians via email and SMS.
  • Emergency Escalation: Detecting urgent HVAC breakdown indicators (such as extreme freezing temperatures or active heating failure with vulnerable residents) and triggering high-priority phone transfers or emergency text alerts to contractor staff.
  • Model Accuracy & Quality Assurance: Analyzing pseudonymized acoustic logs and call transcripts to refine HVAC trade terminology recognition (e.g., distinguishing “compressor” from “condenser”) and optimize conversational response latency.
  • Security, Compliance & Fraud Prevention: Protecting our systems against denial-of-service attacks, telecommunications fraud, spam calls, and unauthorized access.

4. Call Recording Protocols & Caller Consent

Under federal law (18 U.S.C. § 2511) and state telecommunications statutes, call recording requires appropriate legal notice. To ensure strict compliance across all fifty states:

  • Immediate Audible Notice: Every call handled by HVACWard begins with an audible automated disclosure informing the caller that the call is answered by an AI assistant and recorded for quality assurance and scheduling purposes.
  • Dual-Party / All-Party Consent: In jurisdictions requiring all-party consent (such as California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania, and Washington), the automated greeting explicitly satisfies statutory requirements before any audio recording is preserved.
  • Caller Choice: Callers who do not wish to be recorded or who prefer to speak with human staff may request an immediate transfer to the contractor’s on-call personnel or hang up and submit a request through the contractor’s website.

5. Information Sharing and Sub-Processors

HVACWard does not sell, rent, or lease personal information or caller data to third parties. We never monetize caller information or share customer databases with lead generation brokers, ad exchanges, or marketing aggregators.

We share data exclusively with trusted third-party sub-processors under strict confidentiality and data protection agreements, limited to the following essential infrastructure functions:

  • Telephony & SIP Carriers: Licensed telecommunications carriers to transmit and route inbound and outbound telephone calls.
  • Cloud Infrastructure & Databases: SOC-2 Type II certified cloud data centers situated within the United States (utilizing encrypted storage).
  • Speech Recognition & AI Language Models: High-performance natural language processing engines used to transcribe voice audio and formulate conversational responses in real time.
  • Contractor-Authorized Dispatch Integrations: API data conduits to Jobber, Google Calendar, and ServicePro when specifically authorized by the subscribing contractor.
  • Legal & Regulatory Authorities: We may disclose data if required to do so by a valid subpoena, court order, or applicable law enforcement inquiry.

6. Data Security and Encryption

We employ enterprise-grade administrative, technical, and physical safeguards designed to protect personal data from accidental loss, unauthorized access, alteration, or disclosure:

  • Encryption in Transit: All web traffic and telephony API requests are encrypted using Transport Layer Security (TLS 1.3). Voice media streams are transmitted using Secure Real-Time Transport Protocol (SRTP) where supported by upstream carriers.
  • Encryption at Rest: All call recordings, transcripts, and account credentials stored in our databases are protected with AES-256 encryption.
  • Access Controls: Access to customer audio recordings and dispatch records is restricted to authenticated contractor users and authorized technical personnel bound by confidentiality duties.

7. Data Retention and Deletion

We retain personal information only for as long as necessary to fulfill the purposes outlined in this Statement:

  • Call Recordings & Transcripts: Subscribing contractors have the ability to configure automated retention windows (e.g., 30 days, 60 days, 90 days, or custom durations). Upon reaching the retention limit, audio recordings and associated transcripts are permanently purged from active storage.
  • Contractor Account Data: Maintained for the duration of the active subscription and for a reasonable statutory period thereafter to comply with tax, accounting, and legal audit requirements.
  • Deletion Requests: Homeowners who wish to have their call recording or contact information deleted may contact the HVAC contractor they called, or email our privacy team directly (Will be added soon).

8. State Privacy Rights (CCPA / CPRA & US State Laws)

Residents of California, Virginia, Colorado, Connecticut, Utah, and other jurisdictions with comprehensive privacy statutes possess specific statutory rights regarding their personal information:

  • Right to Know & Access: You have the right to request details regarding the categories and specific pieces of personal information collected about you.
  • Right to Deletion: You have the right to request the deletion of personal information collected from you, subject to certain legal exceptions.
  • Right to Correction: You have the right to request the correction of inaccurate personal data.
  • Right to Non-Discrimination: We will not discriminate against you in pricing, service quality, or availability for exercising any statutory privacy rights.
  • “Do Not Sell or Share My Personal Information”: Because HVACWard does not sell personal data or share data for cross-context behavioral advertising, we do not require an opt-out mechanism for data sales.

To exercise your rights, please submit a verified request (contact details will be added soon). When HVACWard receives a request from a homeowner regarding data collected on behalf of a contractor, we will coordinate directly with the relevant contractor.

9. Children’s Privacy

HVACWard’s services are intended exclusively for commercial HVAC businesses and adult property owners requesting heating and cooling services. We do not knowingly solicit or collect information from individuals under the age of 18.

10. Changes to This Privacy Statement

We may update this Privacy Statement periodically to reflect technological updates, changes in telecommunications regulations, or enhancements to our platform. When changes occur, the “Last updated” date at the top of this page will be revised. Significant modifications will be communicated to active account holders via email or through the contractor portal.

11. Contact Information

HVACWard operates as a remote-first technology provider serving heating and air conditioning contractors throughout the United States. If you have any questions, concerns, or requests regarding this Privacy Statement or our data practices, please reach out through our official communication channels:

  • Privacy & Data Protection Officer: Will be added soon
  • Legal & Compliance Inquiries: Will be added soon
  • Toll-Free Support Line: Will be added soon
  • Web Portal: Submit an inquiry via our Contact Page.

Formal written legal notices and verifiable consumer requests: Will be added soon. Physical corporate mailing address: Will be added soon.