Privacy Policy

Serv AI LLC ("Serv AI," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our Serv AI Voice Intelligence Platform, which provides voice-to-text transcription, call analysis, and automated job-estimation features for the home services industry (collectively, the "Application").

This Policy applies to:

• Customers: The business entities (e.g., HVAC, plumbing, pest control companies) that subscribe to our Application.
• Authorized Users: The employees, contractors, or agents of our Customers who access and use the Application.

By accessing or using our Application, you (on behalf of yourself and, if applicable, your company) agree to the terms of this Privacy Policy.

1. INFORMATION WE COLLECT

We collect information in the following ways:

Information You Provide to Us:

• Customer (Business) Information: When a Customer signs up, we collect business contact information (company name, contact name, email, phone number) and billing information.
• Authorized User Information: We collect information about Authorized Users, such as name, email address, and job title, as provided by the Customer or the User.
• Audio and Voice Data: If your Authorized Users record job-site notes, customer calls, or technician conversations using our Application, we collect and process the resulting audio files, transcriptions, and summaries. By uploading or recording audio, you represent that you have obtained all legally required consents (for example, one-party or two-party consent for call recording depending on jurisdiction).

Information We Process on Your Behalf (Customer Data):

Our Application transcribes and analyzes communications. This means we process audio recordings, voice-to-text transcriptions, AI-generated summaries, and cost estimates that you and your Authorized Users create or upload to the Application. This information is owned by our Customer.

Information Collected Automatically (User Data):

• When you use the Application, we may automatically collect technical data, such as your IP address, browser type, operating system, and usage analytics (e.g., features used, time spent).
• Cookies and Tracking Technologies: We use cookies and similar tracking technologies to analyze usage trends, administer the website, and improve functionality. You can control cookie preferences through your browser settings.

2. HOW WE USE YOUR INFORMATION

• To Provide and Maintain the Application: To set up accounts, provide the core functionality (transcription, analysis), provide support, and process payments.
• To Improve and Develop Our Services: We use anonymized or aggregated portions of Customer Data and User Data to refine our speech-recognition and natural-language models, enhance call-summary accuracy, and develop new features tailored to home-service operations. Identifiable Customer Data is never used to market to homeowners or end-consumers.
• To Communicate with You: To send service-related announcements, billing reminders, and marketing communications (which you can opt out of). If you no longer wish to receive marketing communications, you can click the "unsubscribe" link in our emails or contact privacy@goserv.ai.
• For Security and Compliance: To prevent fraud, enforce our legal agreements, and comply with legal obligations.
• Legal Basis (for international users): Where applicable laws (such as GDPR) require a lawful basis, we rely on (a) performance of contract with our Customer, (b) legitimate interests such as improving services and ensuring security, and (c) consent when explicitly provided.

3. HOW WE SHARE YOUR INFORMATION

We do not "sell" your personal information as that term is traditionally defined. We may share information in the following circumstances:

• With Third-Party Service Providers: We use vendors for services like cloud hosting, payment processing, workflow automation, and analytics.
• With Third-Party AI Vendors: We may share only anonymized or aggregated Customer Data with third-party AI partners to help power and enhance the Application. We do not share identifiable Customer Data for independent model-training unless explicitly authorized in writing by the Customer.
• As Directed by Our Customer: We act as a "service provider" or "processor" for our Customers. We only process or share Customer Data under the Customer's documented instructions, except where required by law.
• For Legal Reasons: We may disclose information if required by law, subpoena, or to protect the rights, property, or safety of Serv AI, our Customers, or the public.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction.

4. DATA SECURITY

We implement commercially reasonable administrative, physical, and technical safeguards to protect your information. However, no electronic transmission or storage is 100% secure, and we cannot guarantee absolute security.

We use AES-256 encryption for audio files and transcripts at rest, TLS 1.2 or higher in transit, and role-based access controls for Serv AI personnel. All access to Customer Data is logged and periodically reviewed.

5. DATA RETENTION

We retain Customer (Business) Information for as long as we have a business relationship. We retain Customer Data on behalf of our Customers as described in our SaaS Agreement. Upon account termination, we will retain Customer Data for up to 90 days to allow for export or retrieval, after which it will be deleted or anonymized unless required by law. Backups containing Customer Data will be purged within 180 days.

Data used for AI training may be anonymized, aggregated, and retained indefinitely to improve our models. Customers may export their Customer Data prior to deletion by logging into their dashboard and exporting all relevant data.

6. YOUR CALIFORNIA PRIVACY RIGHTS (CCPA/CPRA)

Our Role: For our Customers, Serv AI acts as a Service Provider. We process Customer Data on behalf of and at the direction of our Customers. If you are an Authorized User or a homeowner whose data was recorded, you must contact the Serv AI Customer (e.g., your employer or the plumbing company) to exercise your rights.

Your Rights:

• Right to Know: You have the right to request what personal information we collect, use, disclose, and sell.
• Right to Delete: You have the right to request deletion of your personal information, subject to certain exceptions.
• Right to Opt-Out: We do not "sell" personal information. We also do not "share" personal information for cross-context behavioral advertising without your consent.
• Right to Non-Discrimination: We will not discriminate against you for exercising your CCPA rights.

To exercise these rights regarding your own Customer (Business) Information, please contact us at privacy@goserv.ai.

7. INTERNATIONAL DATA TRANSFERS

Your information, including personal data, may be transferred to—and maintained on—computers located outside of your state, province, country, or other jurisdiction where the data protection laws may differ from those in your jurisdiction. Our services are hosted and operated in the United States.

By using the Application, you consent to the transfer of your information to the United States and its processing there. If we transfer personal data from the EEA, UK, or Switzerland, we rely on Standard Contractual Clauses or equivalent safeguards to ensure adequate protection.

8. THIRD-PARTY SYSTEMS AND VENDORS

We use reputable third-party systems and vendors to help us build, operate, and enhance the Serv AI platform and related products. These may include, but are not limited to, n8n, Replit, PDF.co, Resend, OpenAI, and Anthropic Claude. These providers assist with services such as workflow automation, secure document generation, communication delivery, and artificial intelligence (AI) processing within our platform.

Each of these vendors has its own privacy and security practices, which we review before integration to ensure alignment with our data protection standards. However, Serv AI is not responsible for any errors, outages, or inaccuracies resulting from the independent actions or policies of these third-party vendors, including how they process or store data as part of their own operations.

While we take commercially reasonable steps to ensure that our vendors uphold strong data protection and compliance measures, their systems and privacy practices are ultimately governed by their own policies. Customers and users are encouraged to review the privacy policies of these providers for more information about their specific data handling practices.

9. CHILDREN'S PRIVACY

Our Application is not intended for use by anyone under the age of 18 ("Child"). We do not knowingly collect personally identifiable information from anyone under 18. If you are a parent or guardian and you are aware that your Child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.

10. "DO NOT TRACK" SIGNALS

Some web browsers offer a "Do Not Track" ("DNT") signal. At this time, our Application does not respond to or honor DNT browser signals or mechanisms. You may use browser or plug-in settings to manage tracking preferences.

11. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new policy on our website and in the Application. Your continued use of the Application after such notice constitutes your acceptance of the changes.

12. CONTACT US

If you have any questions about this Privacy Policy, please contact us at: