Charm City Junk Removal ("we", "us", "our") respects your privacy. This Privacy Policy explains what information we collect when you contact us, request a quote, schedule service, or use our website, and how we use and protect that information. By using our services or website, you agree to this policy.
1. Information We Collect
To provide junk removal services and run our business, we may collect:
- Contact information — your name, phone number, and email address.
- Service addresses — the address where work will be performed and any related access notes.
- Job details — descriptions of items to be removed, photos or videos you upload, and any notes you provide.
- Photos and files — before/after photos, signed estimates, and other documentation related to your job.
- Communications — text messages (SMS), emails, voicemails, and notes from phone calls between you and our team.
- Payment information — when you pay online, payment details are collected and processed by our payment provider (Stripe). We do not store your full credit or debit card number on our servers.
- Website usage data — basic analytics such as pages visited, device type, and approximate location, collected through cookies and similar technologies.
2. How We Use Your Information
- To prepare and send you estimates and invoices.
- To schedule, dispatch, and complete your junk removal job.
- To communicate with you about appointments, arrival windows, follow-ups, and customer support.
- To request reviews after a completed job.
- To process payments and issue receipts or refunds.
- To document jobs (including before/after photos) for quality control, training, dispute resolution, and legal compliance.
- To improve our services and website.
- To comply with applicable laws, regulations, and lawful requests.
3. How We Communicate With You
With your consent, we may contact you by SMS text message, email, or phone call about your quote, scheduled appointment, follow-ups, or account. Standard message and data rates may apply to SMS. You can opt out of marketing messages at any time by replying STOP to a text or by contacting us directly. Transactional messages (such as appointment confirmations) may continue as long as you are an active customer.
4. Payments
Online payments are securely processed by Stripe, a third-party PCI-DSS compliant payment provider. Stripe collects and stores your payment card information directly on its own systems. We do not directly store your full payment card number, CVV, or bank account credentials. We may retain limited information such as the last four digits of the card used, the cardholder name, and the transaction reference for accounting and customer service purposes.
5. Cookies and Analytics
Our website uses cookies and similar technologies to keep you logged in to your customer portal, remember your preferences, and measure how the site is used. We may use analytics tools (for example, Google Analytics) to understand site traffic. You can disable cookies in your browser, but parts of the site may not work as expected.
6. Third-Party Services We Use
We rely on trusted third-party providers to run our business. They only receive the information they need to provide their service:
- Stripe — payment processing, invoicing, and Connect payouts.
- Twilio — SMS notifications and phone communications.
- Google — sign-in, maps, calendar, reviews, and analytics.
- Retell AI — AI-assisted phone answering for after-hours and overflow calls. Calls may be recorded and transcribed for quality assurance and to follow up with you.
- Cloud hosting and email providers — to host this website, our customer portal, and to send transactional emails.
Each provider is bound by their own privacy and security obligations.
7. Sharing Your Information
We do not sell your personal information. We may share it only:
- With our staff and contractors who need it to perform your job.
- With the third-party providers listed above to operate our business.
- When required by law, court order, or to protect our legal rights.
- In connection with a business transfer (such as a merger or sale of assets).
8. Data Security
We use reasonable administrative, technical, and physical safeguards to protect your information, including encrypted database storage, role-based access controls, and secure payment processing through Stripe. No system is 100% secure, but we work to protect your data and to notify you of any incident as required by law.
9. Data Retention
We keep your information for as long as your account is active and for a reasonable period afterward to comply with legal, tax, accounting, and dispute-resolution obligations. You may request deletion of your information at any time, subject to those obligations.
10. Your Rights
You may:
- Request a copy of the personal information we hold about you.
- Ask us to correct inaccurate information.
- Ask us to delete information we no longer need to keep.
- Opt out of marketing emails or SMS at any time.
- Withdraw consent for non-essential communications.
11. Children's Privacy
Our services are intended for adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, please contact us so we can delete it.
12. Changes to This Policy
We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page shows when it was last revised. Continued use of our services after changes means you accept the updated policy.
13. Contact Us
For privacy questions, requests, or concerns, contact us at hello@charmcityjunk.com or call (410) 555-0144.