Customer Privacy Policy

Devin Morgan (doing business as TownRep, “we,” “our,” or “us”) provides websites and communication tools that local service businesses use to publish their site and receive requests from the people they serve (the “Platform”). When you submit a form, send a message, or place a call through a website powered by TownRep, your information is collected and processed by us so that it can reach the business you are trying to contact.

This Policy explains how we collect, use, and share your information as the platform provider. For the avoidance of doubt, it does not cover how the business you are contacting independently collects, stores, or uses your information once it reaches them — that is governed by that business’s own practices and policies.

Information We Collect

We collect the information you choose to provide when you contact a business through the Platform, which typically includes:

• Your name and the contact details you enter — such as your phone number and email address.
• The content of your request or message, including any details about the work you need and any photographs you attach.
• The business and service you are contacting, and the page you contacted them from.

We also automatically collect limited technical information needed to deliver and secure the service — for example, your device and browser type, general location inferred from your IP address, and the date and time of your request. Providing a phone number is optional and is not a condition of requesting a quote.

Communications Between You and Businesses

When you communicate with a business through the Platform — by form submission, text message, phone call, or chat — we facilitate that communication and may capture its content and related metadata. We do this in order to:

• Deliver your request and any follow-up messages to the intended business.
• Maintain records for support and dispute resolution.
• Detect and prevent spam, fraud, and misuse.
• Operate and improve the reliability of the Platform.

Calls you place to a business through the Platform may be answered by an automated assistant. Where a business has asked us to, the assistant may also call you back after you submit a request — only when you have given a phone number and agreed to be contacted by phone, only about the request you made, and only between 8am and 9pm. Those calls are placed using AI.

Calls answered or placed by the assistant may be recorded and transcribed for quality assurance, support, and dispute resolution, where permitted by law. You are told at the start of every such call that it uses AI and may be recorded, before anything else is said. You can ask to speak to a person instead at any time, and the business can then contact you personally.

If you provide a phone number, you may receive transactional and informational text messages about your request. You can opt out at any time by replying STOP, and reply HELP for assistance. See our SMS Terms for details.

How We Use Your Information

We use the information above to:

• Deliver your request to the business and enable the two of you to communicate.
• Provide support, keep records, and resolve disputes.
• Secure the Platform and prevent abuse.
• Operate, maintain, and improve the features and reliability of the Platform.

We use automated and artificial-intelligence tools to help deliver these services — for example, to answer calls, summarise requests, and route messages.

We may also use the information described above, including the content of your messages and calls, to develop, train, fine-tune, and improve the artificial-intelligence and machine-learning models that power the Platform. The third-party model providers we work with may likewise use the content we send them to develop and improve their own models, under their own terms.

We do not sell your personal information. If you would rather your information was not used this way, tell the business you contacted, or contact us at the address below, and we will act on it.

How We Share Your Information

We share your information only as needed to provide the service:

• With the business you contacted. Your request and messages are delivered to that business so it can respond to you.
• With service providers who process information on our behalf. We work with providers in the following categories: SMS and calling providers, AI model and processing providers, analytics and tracking providers, and hosting and security providers. These providers process information under their own terms and on our instructions.
• When required by law, or in connection with a merger, acquisition, or business transfer.

We do not share, sell, rent, or lease your mobile phone number, text-messaging opt-in, or SMS consent with any third parties or affiliates for marketing or promotional purposes. Your mobile information is used only to deliver the messages you asked for, and is shared only with the service providers that help us send them.

Cookies and Tracking

Websites powered by TownRep use privacy-preserving analytics to understand how a site is used — for example, how many people viewed a page or tapped a call button. We aim to avoid tracking that identifies you personally across sites.

Data Retention

We retain form submissions and communications for as long as necessary to provide the service, support requests, comply with our legal obligations, and keep the Platform secure. The business you contact may also retain your information separately under its own practices.

Security

We take reasonable technical and organisational measures to protect your information. No method of transmission or storage is completely secure, but we work to safeguard information against unauthorised access, loss, or misuse.

Your Rights

Depending on where you live, you may have the right to access, correct, or delete the personal information we hold about you. To exercise these rights, contact us at devin@townrep.com. For requests about how a business uses information you shared with it directly, please contact that business.

Changes

We may update this Policy from time to time. When we do, we publish the new version at a dated address and keep prior versions reachable, so the version that applied to your request remains available.

Contact Us

Questions about this Policy can be sent to devin@townrep.com, or by mail to Devin Morgan, 245 New Douglas Ave, Sorento, IL 62086.