Customer Privacy Policy

TownRep LLC, an Illinois limited liability company (“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 contact a business through TownRep (its website, its number or its texts), the business decides how it uses what you give it, and answers your questions about that.

TownRep also uses that information to run and improve our systems, to keep calls and messages safe, and to make your experience better, as our Privacy Policy describes.

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, and ticking either of the boxes on the form, is optional and is not a condition of requesting a quote. We record which boxes you ticked, and their exact wording, with your request.

To keep the form safe from abuse, when you use it we also read your browser’s and device’s settings and features (never your files, photos or messages) and make a fingerprint from them, kept only as a one-way code. We also read whether your connection comes through a hosting provider, a VPN, Tor, iCloud Private Relay or a network on published lists of networks known for abuse; how your browser sets up its secure connection; the connection’s approximate location; how often and how quickly requests come; signs that a browser is automated, private or altered; and an identifier our server gives your browser, which it keeps. They are never sold, and never sent to the maker of the fingerprinting code.

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 ticked the box “It’s OK for [the business]’s AI assistant to text or call me about my request”, 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.

Those calls are handled by our voice-AI provider, which keeps its own record of each call — its transcript and summary, the phone number the call was made from or to, and the recording where recording is on — under its own retention practices.

Texts and calls also pass through our texting and calling provider, which keeps its own records of them — the content of each text, the phone numbers involved, and the time and length of each call — for a period under its own retention practices, until they are deleted.

If you tick “Text me about my request”, you may receive transactional and informational text messages about your request; an AI assistant texts you only if you also ticked the AI box. Message frequency varies. Message and data rates may apply. You can opt out at any time by replying STOP, and reply HELP for assistance. See our SMS Terms and how you opt in 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.

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, and may also use it for their own fraud prevention, security and services, under their own terms.
• When required by law, or in connection with a merger, acquisition, or business transfer.

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not share, sell, rent, or lease your mobile phone number, text-messaging opt-in, or SMS consent for those purposes. Your mobile information is used only to deliver the messages you asked for. Sharing with subcontractors in support services, such as the provider that delivers the texts, is permitted.

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 keep what you send a business through TownRep for as long as that business’s TownRep account exists, and longer where the law requires it or to keep TownRep safe from fraud and abuse. The business you contact may also retain your information separately under its own practices.

When a call handled by the automated assistant is deleted — by the business, or because you asked — we delete our copy and ask our voice-AI provider to delete its copy. The provider may keep its copy for a period under its own retention practices, so a deletion cannot promise that every copy is gone at once.

When your texts or calls are deleted — by the business, or because you asked — we also ask our texting and calling provider to delete its records of them, and keep asking until it has. The provider may hold them for up to 30 days after it deletes them, in its backups, under its own retention 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. A deletion request covers our copy of your calls and texts, a request to our voice-AI provider to delete its copy, and a request to our texting and calling provider to delete its records, as described under Data Retention.

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 TownRep LLC, 245 New Douglas Ave, Sorento, IL 62086.