Privacy Policy

1. Introduction

ArcRelay Ops LLC ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy describes how we collect, use, and handle information when you use our platform, website, and related services (collectively, the "Service"). By using the Service, you agree to the practices described in this policy.

ArcRelay Ops is a software platform used by service businesses. When a business customer uses ArcRelay Ops to store or manage information about its own customers, jobs, communications, or billing records, we may process that information on the business customer's behalf in order to provide the Service. In that context, the business customer controls how that information is used in its account, and ArcRelay Ops acts as a service provider or processor for that business as permitted by applicable law and our contracts.

This Privacy Policy is intended to function as both our general privacy policy and, where applicable, our California notice at collection. It describes the categories of personal information we collect, the purposes for which we use it, our retention approach, and the privacy rights available to California residents under the CCPA, as amended by the CPRA.

2. Categories of Information We Collect

We may collect the following categories of information:

• Identifiers and account information: Name, email address, phone number, company name, role, login identifiers, and workspace details.
• Customer, job, and service records: Customer contact details, addresses, job details, schedules, technician notes, uploaded photos or files, approvals, estimates, invoices, location-aware workflow records, and related workflow data you or your team enter into the Service.
• Communication preferences and message history: Customer notification settings, communication preferences, local-time delivery preferences such as timezone, support inquiries, communications sent through or in connection with the Service, and business-number call details, missed-call logs, appointment requests, and AI-assisted message or workflow content when those features are enabled.
• Billing and transaction data: Subscription plan selection, billing contact details, invoice totals, payment status, processor reference IDs, and limited metadata related to subscriptions, checkout, refunds, disputes, and failed payments.
• Usage, device, and technical data: IP address, browser type, operating system, log data, and information about how you interact with the Service. When diagnostics are enabled, Microsoft Clarity may collect interaction data to help us understand usability; content in signed-in workspace and field-app screens is masked. On public marketing pages, Meta Pixel may also collect online identifiers, browser and device information, and page-interaction data for advertising measurement and audience building.

Payment card details and financing or buy-now-pay-later application information are generally collected directly by our payment processors or checkout providers, not stored in full by ArcRelay Ops LLC.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, secure, and improve the Service
• Authenticate users, manage workspaces, and enforce permissions
• Process subscriptions, invoice payments, refunds, disputes, and related billing workflows
• Make payment methods available at checkout, subject to eligibility and provider terms
• Support e-signature, document, accounting, and other requested integrations
• Operate AI-assisted voice, SMS, intake, appointment, missed-call, and location-aware workflow features when enabled
• Send transactional communications such as account, billing, scheduling, job, approval, and security updates, including scheduling, queueing, or delaying delivery to respect configured quiet hours and local-time communication preferences
• Send marketing communications where permitted and in accordance with your or your customer's preferences
• Analyze service usability and improve the experience through Microsoft Clarity when diagnostics are enabled
• Measure the effectiveness of our advertising and build advertising audiences on public marketing pages, subject to applicable privacy choices
• Respond to support requests, monitor usage, prevent abuse, and comply with legal obligations

We do not sell personal information. When Meta Pixel is active on our public marketing pages, we may share limited online activity information with Meta for cross-context behavioral advertising as described below; visitors can opt out through our Cookie choices and we honor a supported Global Privacy Control signal.

4. Categories of Third Parties We Share Information With

We may share information with service providers and integration partners that help us operate the Service, subject to appropriate contractual or legal restrictions. Categories of recipients may include:

• Authentication providers, such as Clerk
• Cloud hosting, infrastructure, and database providers, such as Neon and similar vendors
• File storage and upload providers, such as UploadThing
• Email and communications providers, such as Resend and other messaging vendors we may enable
• Voice, telephony, AI-assisted communication, and location-tracking providers, such as Retell, Telnyx, Fencemaker, and similar vendors we may enable
• Payment, billing, checkout, and subscription providers, such as Stripe and payment method providers made available through Stripe Checkout
• Document and e-signature providers, such as Documenso, if you use approval workflows
• Accounting and business software integrations, such as Intuit QuickBooks, Xero, and similar vendors if you connect them
• Diagnostic and usability providers, such as Sentry and Microsoft Clarity, when diagnostics are enabled
• Advertising and measurement providers, such as Meta, on public marketing pages only
• Professional advisers, auditors, law enforcement, regulators, or other parties where disclosure is required by law or reasonably necessary to protect rights, safety, or the Service

We may also share data with the service business using ArcRelay Ops and its authorized team members when that sharing is necessary to provide the requested workflow, communications, billing, or customer support.

5. Data Retention

We retain personal information for as long as reasonably necessary for the purposes described in this policy. In practice, retention periods vary by category. For example, account and workspace records are generally kept while your account is active and for a reasonable period afterward to support security, dispute resolution, and account recovery; customer, job, communication, and billing records are generally retained for as long as the business customer maintains them in the Service and for related legal, tax, accounting, backup, or enforcement needs; and technical logs are generally retained for shorter periods based on operational and security needs.

If you request deletion of personal information that ArcRelay Ops LLC directly controls, we will make reasonable efforts to delete it, subject to applicable exceptions and legal retention requirements. If the data is controlled by a service business using ArcRelay Ops, that business controls the retention period in its workspace and ArcRelay Ops LLC will assist as required by law or contract.

6. Security

We implement reasonable technical and organizational measures to protect your information against unauthorized access, loss, or misuse. However, no system is completely secure, and we cannot guarantee absolute security of your data.

7. Cookies and Similar Technologies

ArcRelay Ops uses Clerk as an authentication provider. When users sign in or sign up, Clerk sets necessary authentication and session cookies used to keep users signed in, maintain session security, and support access to accounts and protected areas of the Service. We also use local storage and similar technologies to remember functional preferences and support requested workflows. With your permission, we enable client-side Sentry diagnostics and Microsoft Clarity to help identify application errors, performance issues, and usability patterns. Clarity is available across the Service only after you accept diagnostics, and content in signed-in workspace and field-app screens is masked. See our Cookie Policy for details and instructions for managing your choices. On public marketing pages, we use Meta Pixel for advertising measurement and audience building unless you opt out through Cookie choices or your browser sends a supported Global Privacy Control signal. You can control cookies through your browser settings and clear local storage through your browser controls, but some features may not work properly if these technologies are disabled.

8. Do Not Track and Cross-Site Tracking

At this time, ArcRelay Ops LLC does not respond to browser "Do Not Track" signals. We do honor a supported Global Privacy Control signal by disabling Meta Pixel on public marketing pages. We do not sell personal information. Where Meta Pixel is active, we may share limited online activity information with Meta for cross-context behavioral advertising; you can opt out through Cookie choices at any time. Our service providers may collect information as needed to provide hosting, authentication, communications, payment processing, advertising measurement, and similar operational services on our behalf.

9. Your Rights and Choices

Depending on your location, you may have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate data
• Request deletion of your personal data
• Object to or restrict certain processing activities
• Opt out of the sharing of personal information for cross-context behavioral advertising, where applicable
• Request information about the categories of data we collect and categories of third parties with whom we share it

If your information was provided to ArcRelay Ops by a service business using the platform, you should direct your request to that business first because it controls the account and customer records in that workspace. ArcRelay Ops may assist our business customers with applicable requests as required by law or contract.

To exercise rights that apply directly to ArcRelay Ops, please contact us at the email address listed below.

10. California Privacy Rights

If you are a California resident, and the CCPA applies to ArcRelay Ops LLC for the relevant processing activity, you may request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources, the business or commercial purposes for collection, and the categories of third parties to whom we disclose personal information.

You may also request deletion of personal information we collected from you, request correction of inaccurate personal information, and request information about our handling of your personal information. We will not discriminate against you for exercising applicable California privacy rights.

ArcRelay Ops LLC does not sell personal information. When Meta Pixel is active on public marketing pages, we may share limited online activity information with Meta for cross-context behavioral advertising. You may opt out by selecting "Opt out of advertising" in Cookie choices; we also honor a supported Global Privacy Control signal. ArcRelay Ops LLC does not use or disclose sensitive personal information for purposes that would require us to offer a separate "Limit the Use of My Sensitive Personal Information" link.

To submit a request to know, access, correct, or delete information ArcRelay Ops LLC directly controls, email privacy@arcrelayworks.com with the subject line "California Privacy Request." We may need to verify your identity before completing your request, and you may also use an authorized agent where permitted by law.

11. Communications Preferences

ArcRelay Ops may support transactional and marketing communications, including email and SMS, when enabled by the service business using the platform. Transactional messages may include reminders, schedule changes, approvals, billing notices, and job updates. Marketing messages may include promotions, seasonal reminders, or follow-up campaigns.

ArcRelay Ops may also support AI-assisted business-number call handling, missed-call capture, appointment intake, and related customer follow-up workflows. When those features are enabled, we may process caller contact details, timestamps, requested service windows, call outcomes, and related SMS or job workflow updates needed to provide the requested service.

Marketing emails should include an unsubscribe method. Marketing text messages should only be sent with the required consent under applicable law. Consent to receive marketing texts is not a condition of purchase or use of the Service. Message and data rates may apply.

Where ArcRelay Ops LLC supports consent capture or opt-out logging, we may store consent or revocation metadata such as timestamps, source labels, phone numbers, and related communication history to help our business customers document their communications practices.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page with a revised date. Continued use of the Service after changes are posted constitutes your acceptance of the updated policy.

13. Contact

If you have questions or concerns about this Privacy Policy, please contact us at: privacy@arcrelayworks.com