1. Scope
This Privacy Policy explains how Water Loss Desk collects, uses, discloses, retains, and protects information through our website, demos, setup process, support, billing, call answering, SMS, email, alerts, summaries, automations, integrations, and related services.
Water Loss Desk is a business-to-business service for restoration companies. When we handle caller information for a restoration company, we generally process that information to provide the Service to that business customer. The restoration company remains responsible for its own callers, customers, legal notices, consents, communications, privacy obligations, and use of caller information.
2. Information We Collect
Business and account information
We may collect business name, owner or staff names, job titles, email addresses, phone numbers, website URLs, billing details, payment status, service area, office hours, on-call schedules, dispatch preferences, CRM or software preferences, and other information needed to evaluate, configure, bill, support, or provide the Service.
Caller and intake information
When a call, text, email, form, or integration is routed through the Service, we may collect caller name, caller phone number, property address, issue type, source status, standing water status, affected rooms or levels, water category if known, sewage risk, insurance status, access notes, urgency details, photos or photo links, call recordings, transcripts, SMS messages, email messages, timestamps, summaries, notes, and delivery metadata.
Website and device information
We may collect IP address, browser type, device type, pages viewed, referrer, approximate location derived from IP address, timestamps, form submissions, cookies, analytics identifiers, security logs, and usage data when you visit our website or interact with our online materials.
Payment and billing information
Payments may be processed by third-party payment processors. We may receive transaction status, plan, invoice, customer ID, payment method type, and billing contact information. We do not need or want full payment card numbers submitted through calls, texts, emails, or intake forms.
3. How We Use Information
We may use information to:
- provide, configure, test, maintain, troubleshoot, and improve the Service;
- answer calls, collect water-loss intake details, send SMS confirmations, send emails, generate summaries, and alert your team;
- customize scripts, escalation rules, routing rules, service-area rules, and notification preferences;
- book demos, respond to inquiries, provide support, and communicate with customers;
- process payments, issue invoices, manage subscriptions, and investigate billing disputes or refund requests;
- monitor security, prevent misuse, detect fraud, debug errors, and enforce our Terms;
- analyze aggregate service performance, call patterns, and website usage;
- comply with legal, regulatory, tax, accounting, carrier, platform, or contractual requirements; and
- protect Water Loss Desk, our customers, callers, service providers, and third parties.
4. Customer Responsibility for Caller Notices and Consent
You are responsible for deciding whether and how to notify callers that calls may be answered by Water Loss Desk, recorded, transcribed, summarized, processed by automation or AI, sent by SMS or email, and shared with your staff or service providers. You are also responsible for obtaining any required consents and honoring any required opt-outs.
You must not route calls or submit information to the Service unless you have the authority to do so and unless your use of the information is lawful. You are responsible for your privacy notices, call-recording notices, SMS language, email practices, advertising claims, and caller communications.
5. How We Share Information
We may share information with:
- the business customer whose calls, callers, employees, phone numbers, or accounts are involved;
- service providers that help provide calling, SMS, email, hosting, storage, analytics, security, AI, transcription, automation, support, billing, calendar, CRM, or payment functionality;
- integration providers when you ask us to connect the Service to your email, phone system, CRM, calendar, spreadsheet, notification tools, or job-management system;
- professional advisors such as accountants, auditors, insurers, security consultants, or legal service providers;
- government, regulatory, legal, carrier, platform, or enforcement parties when we believe disclosure is required or appropriate; and
- successors or transaction parties in connection with a merger, acquisition, financing, restructuring, sale, or transfer of business assets.
We do not sell caller information. We do not use caller information to advertise unrelated products to homeowners. We may use aggregated or de-identified information to understand and improve the Service.
6. AI, Automation, Recordings, and Transcripts
The Service may use automated workflows, AI tools, transcription tools, call-recording tools, summarization tools, and routing logic. These tools may process call audio, transcripts, SMS messages, caller details, service-area rules, scripts, and alert instructions to provide the Service. Automated and AI-generated outputs may be incomplete, delayed, inaccurate, or based on caller-provided information that has not been verified.
You remain responsible for reviewing outputs, testing the system, maintaining backup intake procedures, and deciding whether any caller requires follow-up or dispatch.
7. Cookies and Analytics
We may use cookies, pixels, analytics tools, logs, and similar technologies to operate the website, measure traffic, understand demo interest, debug technical issues, protect security, and improve marketing. You can adjust browser settings to block or delete cookies, but some website features may not work as intended.
8. Retention
We retain information for as long as reasonably needed to provide the Service, operate the business, support customers, investigate disputes, maintain security, comply with legal or accounting obligations, enforce our agreements, and resolve complaints. Call recordings, transcripts, SMS logs, summaries, and delivery logs may be retained for operational, quality, security, billing, dispute, and troubleshooting purposes.
We may delete or de-identify information when it is no longer needed. Deletion requests must be submitted by email, and we may retain information where retention is required or allowed for legal, security, accounting, dispute, backup, or legitimate business purposes.
9. Security
We use reasonable administrative, technical, and organizational safeguards designed to protect information. No phone, SMS, email, internet, AI, cloud, integration, or storage system is perfectly secure. You are responsible for securing your own devices, inboxes, passwords, staff accounts, phone numbers, forwarding rules, CRM, calendar, and systems that receive Service data.
10. International Processing
Information may be processed, stored, accessed, or transferred in countries where Water Loss Desk, our customers, service providers, infrastructure providers, or support providers operate. Those locations may have privacy laws different from where you or a caller are located.
11. Your Choices and Requests
You may submit privacy requests, correction requests, deletion requests, export requests, billing disputes, complaints, and service concerns by email to office@waterlossdesk.com. We may need to verify your identity and authority before acting on a request. We may deny, limit, or delay a request where permitted by law, where the request concerns information controlled by one of our business customers, or where retention is needed for legal, security, accounting, dispute, or operational reasons.
If you are a caller whose information was processed for a restoration company, we may direct your request to that restoration company because it controls its relationship with you and its use of your information.
12. Marketing Communications
We may contact business prospects and customers about Water Loss Desk, demos, service updates, account issues, billing, and related business topics. You can opt out of non-essential marketing emails by following the instructions in the message or emailing us. Operational, billing, security, and service messages may still be sent where needed.
13. Children
The Service is not intended for children and is not directed to children. Customers must not knowingly route children’s personal information to the Service unless legally permitted and necessary for the customer’s own lawful business purpose.
14. Complaints
All privacy complaints, service complaints, billing complaints, and data-related complaints must be submitted by email to office@waterlossdesk.com. Include your business name, contact details, relevant phone numbers, dates, call examples, screenshots, and a clear description of the issue so it can be investigated.
15. Changes to This Policy
We may update this Privacy Policy by posting a revised version on this page. The updated version applies when posted unless a different effective date is stated.
16. Contact
Email: office@waterlossdesk.com