1. Introduction
AI Software Labs LLC ("we," "our," or "us") operates the ArrivedHQ platform, including the ArrivedHQ mobile application and website at arrivedhq.com (collectively, the "Service"). This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our Service. Please read this policy carefully. If you disagree with its terms, please discontinue use of the Service.
2. Information We Collect
We collect the following categories of information to provide and improve the ArrivedHQ Service:
Account & Identity Information
- Name — your full name, used to identify your account and display within your team's dispatch board.
- Email address — used for account authentication, notifications, and support communications.
- Phone number — used for job-related SMS notifications and customer dispatch confirmations.
- Business name and address — associated with your service organization profile.
- Password — stored in hashed, salted form. We never store plaintext passwords.
Location & GPS Data
- Real-time GPS location — collected from field technician devices while the app is in use during active jobs. This data powers the live dispatch board, customer tracking links, and GPS-based ETA calculations.
- Location tracking is active only during work sessions and is not collected in the background outside of active job assignments unless you have granted background location permissions.
- Location data is associated with your technician profile and visible to your assigned dispatcher and business owner.
Job & Media Data
- Job photos — images captured through the app and uploaded as part of job documentation (before/after photos, job completion evidence). Photos are stored securely and associated with the relevant job record.
- Job notes and descriptions — text entered by dispatchers and technicians describing job scope, customer requests, and completion details.
- Customer information — name, address, phone number, and service history for customers whose jobs are managed through the platform.
Device & Technical Data
- Push notification token — a device-specific token used to deliver real-time job alerts, dispatch notifications, and status updates to your mobile device.
- Device type and operating system — collected for compatibility and technical support purposes.
- App usage data — anonymized data about feature usage and performance metrics used to improve the Service.
- IP address and access logs — recorded for security monitoring and fraud prevention.
Payment & Financial Data
- Payment card details are processed exclusively by our third-party payment processor (Stripe) and are never stored on our servers. We retain invoice totals and billing history for account records.
3. How We Use Your Information
We use the information we collect for the following purposes:
- Job dispatching — assigning jobs to available technicians, tracking job progress, and updating job status in real time.
- GPS tracking and ETA — displaying technician location on the dispatch board and generating customer-facing tracking links so customers can see when their technician will arrive.
- Push notifications — delivering job assignments, status updates, and urgent alerts to technicians and dispatchers via mobile push notifications.
- Invoicing and payment collection — generating job invoices, tracking payments, and maintaining financial records for your business.
- Customer communications — sending automated SMS updates to customers confirming job scheduling, technician dispatch, and completion.
- Account management — authenticating users, managing team roles, and administering your organization's account.
- Service improvement — analyzing usage patterns to improve features, performance, and reliability.
- Legal compliance — fulfilling legal obligations, responding to lawful requests, and enforcing our Terms of Service.
4. Data Sharing and Disclosure
We do not sell your personal information to any third party. We do not share your data for advertising purposes. We may share your information only in the following limited circumstances:
Service Partners
We share job-relevant information (technician location, job address, ETA) with the service partners and customers directly involved in a specific job dispatch. This sharing is necessary to provide the core dispatching service.
Technology Sub-processors
We use trusted third-party providers to operate the Service, including:
- Stripe — payment processing
- Google Firebase / Expo Push — push notification delivery
- Amazon Web Services (AWS) — cloud infrastructure and file storage
- Twilio / SendGrid — SMS and email delivery for customer notifications
- Google Maps API — mapping and geocoding services
These sub-processors are contractually bound to process data only as instructed by us and in accordance with applicable data protection laws.
Legal Requirements
We may disclose your information if required to do so by law or in response to valid requests from public authorities (e.g., a court order or government agency).
Business Transfers
If AI Software Labs LLC is involved in a merger, acquisition, or asset sale, your information may be transferred as part of that transaction. We will provide notice before your information is transferred and becomes subject to a different privacy policy.
5. Data Retention
We retain your personal information for as long as your account is active or as needed to provide the Service. Specifically:
- Account data — retained for the duration of your subscription and for up to 90 days after account cancellation, to allow for account reactivation and dispute resolution.
- Job records and photos — retained for 36 months from the date of job completion to support warranty claims, customer disputes, and business record-keeping.
- GPS location history — retained for up to 90 days for route analysis and dispute resolution, then purged.
- Financial and invoice records — retained for 7 years in compliance with applicable tax and accounting laws.
- Log data — access logs and security data retained for up to 12 months.
After the applicable retention period, data is securely deleted or anonymized.
6. Data Security
We implement industry-standard security measures to protect your information, including:
- TLS/SSL encryption for all data transmitted between your device and our servers
- Encrypted storage for sensitive data at rest
- Role-based access controls limiting employee access to personal data
- Regular security reviews and vulnerability assessments
- Bcrypt password hashing — plaintext passwords are never stored
Despite these measures, no method of transmission over the Internet or electronic storage is 100% secure. If you believe your account has been compromised, contact us immediately at [email protected].
7. Your Rights and Choices
You have the following rights with respect to your personal data:
Access and Portability
You may request a copy of the personal information we hold about you. We will provide this in a machine-readable format within 30 days of your request.
Correction
You may update your account information at any time from your profile settings within the app, or by contacting us directly.
Deletion (Right to Be Forgotten)
You may request deletion of your account and associated personal data at any time. To delete your account:
- Open the ArrivedHQ mobile app → Settings → Account → Delete Account, or
- Email [email protected] with the subject line "Account Deletion Request"
Upon deletion, your personal data will be removed within 30 days, except for data we are required to retain by law (e.g., financial records) or data that has been anonymized.
Opt-Out of Notifications
You may disable push notifications at any time through your device's notification settings. Note that disabling job-dispatch notifications will limit the functionality of the Service for active technicians.
Location Permissions
You may revoke location permissions at any time through your device settings. However, GPS location access is required for core dispatching features. Revoking this permission will disable live tracking and ETA functionality.
8. Children's Privacy
The ArrivedHQ Service is intended exclusively for use by business owners, managers, and field service technicians who are 18 years of age or older. We do not knowingly collect personal information from anyone under the age of 18. If we become aware that we have inadvertently collected data from a minor, we will promptly delete that information.
9. Third-Party Links and Services
Our Service may contain links to third-party websites or services (for example, Google Maps for navigation). This Privacy Policy does not apply to those third-party services, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party services you interact with.
10. California Privacy Rights (CCPA)
If you are a California resident, you have the right to:
- Know what personal information we collect, use, disclose, and sell
- Request deletion of your personal information
- Opt out of the sale of your personal information (note: we do not sell personal data)
- Non-discrimination for exercising your rights
To exercise these rights, contact us at [email protected].
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of material changes by posting the new policy on this page with an updated "Last updated" date. For significant changes, we may also send an email notification to your registered address. Continued use of the Service after changes become effective constitutes acceptance of the revised policy.
12. Contact Us
If you have any questions about this Privacy Policy, wish to exercise your data rights, or need to report a privacy concern, please contact us: