Privacy Policy

Plumber Secretary ("we," "us," or "our") provides an AI phone assistant called Bella that answers calls, books appointments, sends text messages, and manages customer records for plumbing and other trade businesses.

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit plumbersecretary.com (the "Site"), contact our sales or demo lines, use our in-browser demo, sign up for or use our services (the "Services"), or communicate with us.

Our Terms of Service govern use of the Services. This Policy describes our information practices; it does not replace any notice or consent required for recording, messaging, or other processing.

This Policy does not cover information we handle solely in our capacity as an employer or in connection with recruiting. It does cover representatives of our business customers when they use the Services.

Information we handle for our own business. We determine how to use information concerning Site visitors, sales and demo inquiries, customer accounts, billing, and our own support and marketing activities. For these activities, we act as the business or controller, as applicable.

Information we handle for our customers. When a business uses the Services to communicate with its customers, prospective customers, or other contacts ("Callers"), that business generally determines why and how their information is processed. We act as its service provider or processor under our agreement and its instructions.

We use Caller information to provide the requested Services and for related security, support, and legal purposes permitted by our agreements and applicable law. We do not use it for our own advertising, sell or share it for targeted advertising, or build unrelated profiles of Callers.

For information we process on a business's behalf, please direct privacy requests to that business. If you contact us instead, we will help identify the appropriate business and forward the request promptly, ordinarily within 10 business days. We also respond directly where required by law or where the request concerns information we control ourselves.

Depending on your interaction with us, we collect the following categories of information. These categories also describe our collection during the preceding 12 months.

These categories may include identifiers, customer-record information, commercial information, internet activity, audio information, professional information, inferences, and sensitive personal information as those terms are defined under California law. Section 10 explains sensitive information.

Payment details are collected directly by our payment processor. We receive limited payment information, such as payment status and masked card details, rather than storing full payment card numbers in our own systems.

When you connect an integration, we may process authorization tokens and the information needed to operate that connection. An in-browser voice demo requires access to your microphone; you can manage microphone permission through your browser.

We do not collect precise device geolocation or create voiceprints to identify individuals. We do not buy or rent contact lists.

We use personal information to:

• provide, configure, and support the Services, including answering calls, managing records, booking appointments, and delivering summaries and alerts;
• connect telephone services, obtain or manage numbers, forward calls, and register messaging campaigns;
• manage accounts, subscriptions, payments, and customer communications;
• respond to sales, demo, and support requests;
• send permitted marketing communications, subject to Section 9;
• troubleshoot calls and improve a customer's configuration and service quality;
• maintain security, prevent fraud and misuse, and monitor service performance;
• understand Site usage and improve the Site;
• record consent, honor communication preferences, and respond to privacy requests; and
• comply with legal obligations, resolve disputes, enforce agreements, and evaluate or complete business transactions.

Our handling of Caller information remains subject to Section 2. Reviewing a call to correct an error or adjust a customer's configuration does not authorize using that call to train AI models.

We disclose personal information as needed for the purposes described above to:

Service providers and contractors. These include hosting, security, telecommunications, messaging, AI processing, customer relationship management, scheduling, automation, payment, email, and analytics providers. We use contracts that restrict processing performed on our behalf and require appropriate protection of personal information.

The business a Caller contacted and its authorized users. They may receive recordings, transcripts, summaries, messages, appointments, and related customer information associated with their account.

Customer-directed integrations. We disclose information to connected calendars, field-service systems, or other integrations as authorized by the customer.

Professional advisers and legally authorized recipients. We may disclose information to lawyers, accountants, insurers, authorities, or other recipients when reasonably necessary for legal obligations, claims, or protection against unlawful activity.

Business-transaction participants. Information may be disclosed during a proposed or completed merger, acquisition, financing, or asset sale, subject to appropriate confidentiality protections and applicable law.

During the preceding 12 months, the categories in Section 3 have been disclosed for business purposes to the relevant recipients above. Infrastructure and security providers may process information across those categories; communications and AI providers process communications and associated contact and service information; payment providers process billing information; analytics providers process device and Site activity; and customers and their integrations receive information associated with their own accounts.

A provider may act independently for certain activities, such as its own legal obligations or a service you contract for directly. Those activities are also governed by its privacy notice.

Our providers may process information in the United States and other countries where they operate, subject to applicable contractual and legal protections.

We do not sell personal information or share it for cross-context behavioral advertising, as those terms are defined under California law. We have not done so during the preceding 12 months.

We do not disclose personal information to third parties for their own marketing, and we do not knowingly sell or share personal information about anyone under 16.

Disclosures necessary to provide the Services are described in Section 5. If our practices change, we will provide required notices and choices and obtain any required consent before beginning the new activity.

7.1 Recording and AI notice. Bella identifies itself as an automated assistant. Before recording a conversation, we provide notice and obtain consent as required by applicable law. This applies to service calls, sales or demo calls that are recorded, and recorded in-browser demos.

If you do not agree to recording or AI handling, do not continue with the recorded interaction. Contact the relevant business through another available channel, or contact us at [email protected] for questions about our own demos. This Policy alone does not establish consent to recording, marketing, or unrelated processing.

7.2 Use and access. Audio, transcripts, and summaries help the business understand requests, maintain customer history, arrange appointments, and resolve service issues. Access is limited to the relevant business and its authorized users, our personnel with a work-related need, and providers that process the information for the purposes described in this Policy.

7.3 AI providers and model training. We do not use customer or Caller information to train AI models or authorize our AI providers to use it for that purpose. This restriction does not prevent processing necessary to deliver the requested feature, troubleshoot issues, maintain security, or comply with law.

We may use aggregated or de-identified information to measure service performance where permitted by our customer agreements and law. We take reasonable measures to prevent identification, commit to maintaining the information in de-identified form, and do not attempt to re-identify it except as legally permitted to test de-identification protections.

7.4 Automated outputs. Bella uses automated processing to interpret requests, classify apparent urgency, schedule appointments, and generate responses and summaries. Outputs may be inaccurate or incomplete. Customers should review important information and decisions.

We do not use these features to make decisions about an individual's eligibility for credit, housing, employment, education, insurance, or healthcare.

7.5 Emergencies. Bella is not an emergency dispatch service. Automated urgency detection and business alerts do not guarantee that a person will respond. For an immediate threat to life or safety, call 911 or the appropriate local emergency number.

8.1 Technologies we use. We use cookies and similar technologies for:

We do not use advertising or retargeting cookies. A third-party feature is not treated as strictly necessary merely because it is embedded on the Site.

8.2 Google Analytics. We use Google Analytics with advertising features and Google Signals disabled. We restrict data-sharing settings to the purposes described in this Policy.

Learn more about Google's use of information from partner sites and its Analytics opt-out browser add-on.

8.3 Your choices. You can accept or reject optional analytics through our cookie banner and change your selection using Cookie Settings in the Site footer. Browser settings also allow you to block or delete cookies.

We honor Global Privacy Control as an opt-out of sale or sharing and also disable optional analytics when we detect that signal. We do not otherwise respond to browser "Do Not Track" signals.

9.1 Messages to customers and prospects. With the required consent, we send texts concerning demos, onboarding, accounts, call summaries, service alerts, and billing. Providing a phone number for another purpose does not automatically subscribe you to text messages.

Marketing texts require separate consent, including prior express written consent where required. Consent to marketing is not a condition of purchase.

9.2 Messages to Callers. On a customer's behalf, we may send appointment confirmations, reminders, and updates after obtaining the consent required for those messages. Promotional messages require separate, legally valid consent. Agreement to an appointment message is not agreement to a marketing campaign.

Customers are responsible for obtaining and documenting the permissions required for their communications. We provide messaging functions subject to applicable law and carrier requirements.

9.3 Message information and opt-outs. Messages identify Plumber Secretary or the business sending them. Message frequency varies. Message and data rates may apply. Reply STOP to cancel or HELP for help. You may also contact [email protected].

We honor valid opt-out requests promptly and within applicable legal and carrier deadlines. We also recognize other reasonable methods of revoking consent where required. A permitted, non-promotional confirmation of your opt-out may be sent.

An active subscription does not override an SMS opt-out. If you opt out, you may stop receiving text-based appointment notices or service alerts. Necessary communications may continue through other lawful channels.

9.4 Mobile information and consent records. We do not sell, rent, or disclose mobile numbers, text-message opt-in information, or consent records to third parties or affiliates for their own marketing or promotional purposes.

We may disclose this information to providers supporting messaging, to the business on whose behalf consent was obtained, or as necessary to honor preferences, establish compliance, or meet legal obligations. These disclosures do not authorize unrelated marketing.

9.5 Email. Marketing emails include an unsubscribe mechanism and our mailing address. Unsubscribing from marketing emails does not prevent lawful transactional emails about your account or requested Services.

9.6 Preference records. We maintain limited consent and suppression records to honor your choices. Preferences apply to the relevant sender, communication, and channel, together with any broader scope required by law.

We do not ask Callers to provide Social Security numbers, government identification numbers, payment card details, medical records, or other sensitive information unnecessary for a service request. Customers must not configure Bella to solicit such information.

Nevertheless, communications may contain sensitive information volunteered by a Caller. Account credentials, integration tokens, private message contents, and some access instructions also require heightened protection.

We use this information only as reasonably necessary to provide the requested Services, maintain security, fulfill permitted operational purposes, or comply with law. We do not use sensitive personal information to infer sensitive characteristics or for advertising.

Please avoid including unnecessary sensitive information. To request deletion or restriction, contact the relevant business or use Section 14. Requests remain subject to identity verification, applicable exceptions, and our role as a service provider; deleting a particular passage from an existing recording may not be technically available.

We retain personal information only as reasonably necessary for the purposes described in this Policy. Subject to valid deletion requests, customer instructions, and applicable exceptions, our standard schedule is:

Information may fall into more than one category. The applicable purpose determines its retention; retaining an invoice does not require retaining the associated call recording.

Deleted information may remain in restricted backups until overwritten, ordinarily within 90 days after deletion from active systems. Backup copies are not used for routine business purposes, and deletion restrictions are reapplied if a backup is restored.

We may retain limited information longer to satisfy a legal obligation, preserve evidence, resolve a dispute, prevent fraud, or honor an opt-out. Information exported or retained independently by a customer or its connected provider is subject to that recipient's practices.

We use reasonable administrative, technical, and physical safeguards appropriate to the information we process, including access restrictions, security monitoring, and protections for stored information and its transmission.

No system or transmission method is completely secure. Ordinary telephone networks and recipients' devices may have protections different from those of our own systems.

If a security incident requires notification, we will notify affected individuals, customers, and authorities as required by applicable law. Where California law requires us to notify the owner or licensee of information immediately following discovery of a qualifying breach, we will do so.

Depending on applicable law and our role in processing your information, you may have rights to:

• Know and access the personal information we hold, including its categories, sources, purposes, and categories of recipients.
• Delete personal information, subject to applicable exceptions.
• Correct inaccurate personal information.
• Obtain a portable copy of information where required.
• Opt out of sale, sharing, targeted advertising, or certain legally defined profiling or automated decision-making.
• Limit certain uses or disclosures of sensitive personal information.
• Appeal a decision on a privacy request where applicable.
• Exercise rights without unlawful discrimination or retaliation.

We do not sell or share personal information for targeted advertising. Our automated processing is described in Section 7; we do not use it for the eligibility decisions listed there. Our use of sensitive information is limited as described in Section 10.

We offer access, correction, deletion, and portability requests to all U.S. residents, subject to verification and appropriate exceptions. Additional statutory rights depend on the law that applies to you and the processing involved.

California residents may also ask about disclosures for third parties' direct marketing under California's "Shine the Light" law. We make no such disclosures.

Email [email protected], preferably with the subject "Privacy Request," or call (707) 620-5284.

For access, correction, and deletion requests, we acknowledge receipt within 10 business days and generally respond within 45 calendar days. If an extension is permitted and necessary, we will explain the reason within the initial response period. An extension will not exceed an additional 45 calendar days.

Requests to opt out or limit processing are handled under their applicable, shorter deadlines.

We verify identity where necessary by matching information you provide with our records. We request only information reasonably needed for verification and do not require you to create an account. Opt-out requests are not subject to identity verification unless applicable law permits it.

An authorized agent may submit a request. We may ask for evidence of authority and, where permitted, confirmation from you. Different requirements may apply to an agent acting under a valid power of attorney.

Requests are generally free. We will charge a fee or decline a request only where permitted by applicable law and explain the reason.

To appeal a decision, reply to our response or email [email protected] within 60 days. We will respond within 45 days, or within another period required by applicable law. If an appeal is denied, we will explain any available complaint process, including contacting the appropriate state attorney general or privacy regulator.

For information we process on a customer's behalf, see Section 2.

Our Site and Services are intended for business use and are not directed to children under 16. We do not knowingly solicit personal information from children under 13.

If you believe a child has provided information directly to us, contact [email protected]. We will investigate and take appropriate action, including deletion where required.

If the information is held on behalf of a business customer, we will assist that business in responding and comply with our own legal obligations.

We review this Policy periodically and update it when our practices or applicable requirements change. We will post the revised version with a new "Last updated" date.

For material changes, we will provide appropriate notice, including email notice to customers where appropriate. Where feasible, we will give advance notice; changes required for legal or security reasons may take effect sooner.

We will obtain consent before implementing a change where consent is required by law. Posting a revised Policy alone does not authorize materially different uses of previously collected information.

Prior versions are available on request.

Plumber Secretary
30 N Gould St STE R, Sheridan, WY 82801
Email: [email protected]
Phone: (707) 620-5284

For privacy questions, requests, appeals, or an accessible alternative format of this Policy, please contact us using the information above.