Privacy Policy

This Privacy Policy describes how TownRep LLC, an Illinois limited liability company (“we,” “our,” or “us”) collects, uses, and shares information about the businesses and business owners who use the TownRep platform (the “Services”). Information collected from the people who contact a business through a site we power is described separately in our Customer Privacy Policy.

This Policy has a section for each TownRep product. Today that is TownRep Business, for the businesses that use TownRep.

TownRep Business

Information We Collect

• Account details you provide, such as your name, business name, email, and phone number.
• Business information used to build and operate your site — services, service areas, hours, photographs, and content.
• Information you authorise us to access from connected accounts, such as your Google Business Profile or calendar (see Google User Data below).
• Texting registration details, when you register your number to text: your business’s legal name, its EIN (or, for a sole proprietor, your own name and details instead), its address and website, and the name, title, email address and phone number of the person registering it.
• Billing information processed by our payment provider.
• Usage and device information collected as you use the Services.
• Device identifiers and details: when you sign in to your dashboard, and when you use our forms before signing in, such as building your site from your listing or getting a free site check, we read your browser’s and device’s settings and features: the browser and its version, the operating system and type of device, the screen, the graphics card, the processor and memory, the time zone and language, the fonts installed, and how the browser draws images and plays sound. We never read your files, photos or messages. From these we make a fingerprint, kept only as a one-way code; for your dashboard sign-ins we also keep the details themselves. When you sign in, your browser makes a security key, and Chrome may keep another in your device’s own security chip; of each we keep only the public half. To keep our forms and sign-ins safe from abuse, we also read whether a connection comes through a hosting provider, a VPN, Tor, iCloud Private Relay or a network on published lists of networks known for abuse; how a 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. We use all of these to show the devices signed in to your account, to tell you about a sign-in from a new device, to ask for your code on a device we haven’t seen before, to keep a sign-in working only on the device that made it, and to stop abuse. They are never sold, and never sent to the maker of the fingerprinting code.

How TownRep uses information

• To run TownRep and improve our systems, so your experience gets better every time you use it.
• To personalize TownRep for you, including the ads you see.
• To keep TownRep safe: to check that people, phone numbers, businesses and jobs are real, and to stop spam, scams, fraud and abuse.
• To measure and report results to the businesses that use TownRep, including advertisers.
• To research and build new TownRep products and features, including training our own AI.
• To communicate with you about your account and what TownRep does for you.

What TownRep never does

• We do not sell your personal information.
• Information from Google’s services (your Google Business Profile, Calendar and sign-in) is used only to provide the features you connected, under Google’s Limited Use requirements.

We may use the information described above — including your business content, your account details, and the communications handled through the Services — to develop, train, fine-tune, and improve the artificial-intelligence and machine-learning models that power the Services. 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.

Information we receive from your Google account — when you sign in with Google, and from Google Calendar and Google Business Profile when you connect them — is excluded from this, and is never used to train generalised or foundation models, ours or anyone else’s. See Google User Data below.

Your public business listing is different: we license it through the Google Maps Platform under our own API key, not from your Google account. The facts in it — your services, areas, hours, and reviews — are what your site and your assistant are built from, so they are part of the information described above.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not share, sell, rent, or lease mobile phone numbers, text-messaging opt-in, or SMS consent for those purposes. Mobile information is used only to deliver the messages requested. Sharing with subcontractors in support services, such as the provider that delivers the texts, is permitted. All other categories of sharing in this Policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Text messages. We text you only if you tick the box that asks for it when you enter your mobile number — it starts unticked and is optional; leave it off and the same alerts come by email. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. See our SMS Terms and how people opt in.

Google User Data — Limited Use

This section describes what we receive from Google when you sign in with Google or connect your Google account to TownRep, and what we do with it. Our use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

• Signing in with Google (the openid, email and profile scopes): your name, email address and profile picture, used to create your account and sign you in.
• Google Calendar, when you connect it in Settings → Connections. With the calendar.freebusy scope, the busy times on your primary calendar — only when each one starts and ends, never what it is — read every few minutes, shown on your Bookings calendar and used so that those times are not offered to your customers. With the calendar.events.owned scope, the events TownRep creates for your jobs: we add a job to your calendar when it is booked, change it when the job moves and remove it when the job is cancelled, and we check whether you deleted one of those events, to cancel its job only if you turn that on. We do not read, change or delete any other event. Each of these you can turn off in Connections.
• Google Business Profile, when you connect it in Settings → Connections (the business.manage scope): your business’s locations and their details, to match your listing to your TownRep account; your reviews, shown to you with replies we draft for you to approve; and the updates and review replies you write or approve, which we post to your profile for you.

How we keep it. The access Google grants us is stored encrypted. Busy times are kept only as the latest read, and used only while that read is under fifteen minutes old. For each event we add, we keep the event’s identifier with its job, so we can change or remove it. Reviews are kept with your account.

Who it goes to. We do not sell Google user data, use it for advertising, or use it to train generalised AI or machine-learning models. We transfer it only to provide the features above — to the providers that host our servers and databases for us, and, when we draft a reply to one of your reviews, to the AI service that writes the draft, which receives that review and may not use it to train its models — or when the law requires it. No one at TownRep reads it unless you ask us to, it is needed for security, the law requires it, or it has been aggregated and made anonymous for our internal operations.

Taking access back. Disconnect Google in Settings → Connections at any time: we revoke our access at Google and delete what it granted us, and nothing more is read or written; busy times already read are no longer used, and are deleted with your account. You can also remove TownRep’s access from your Google Account’s third-party connections. Deleting your account deletes all of it, as our Data Deletion page describes.

Recording of Support Calls

Support and service calls between you and TownRep may be monitored or recorded for quality and training purposes, after notice to you and with your consent. This is separate from the automated assistant that answers your customers’ calls, which is described in the Customer Privacy Policy and announced at the start of each call.

How We Share Your Information

We share information with service providers who process it on our behalf, and may also use it for their own fraud prevention, security and services, under their own terms — in the categories of SMS and calling, AI model and processing, analytics, payments, and hosting and security — and when required by law or in connection with a merger, acquisition, or business transfer. We do not name individual vendors here, so that changing a provider does not require a change to this Policy. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Texting registration. US mobile carriers require every business that texts their subscribers to be registered first. To register your number, we pass your business’s legal name, EIN (or a sole proprietor’s own name and details), address and website, and the name, title, email address and phone number of the person registering it, to our communications provider, Twilio; Twilio passes them to The Campaign Registry, which keeps the US register of businesses that text, and to the mobile carriers that review it. They use them to verify that your business is real and is who it says it is, to approve or refuse the registration, and to set how many texts your number may send. The person registering may be sent a text or email by them to confirm it. We pass them on for this purpose only; they keep them under their own policies.

Payments. Our payment provider, Stripe, processes your plan and credit payments for us. It may also email you on our behalf about them: a receipt, a refund, a card that’s about to expire, or a payment your bank asks you to confirm. These emails are about your account only, never marketing. Stripe keeps your payment details under its own privacy policy.

How long TownRep keeps information

• Most information is kept for as long as your account exists, so TownRep keeps working for you and keeps getting better.
• Some technical information is kept only for a set time, such as sign-in codes.
• Some information is kept longer where the law requires it, or to keep TownRep safe from fraud and abuse, such as payment records.

Calls handled by your automated assistant, including test calls you place to it, are also kept by our voice-AI provider — the 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. When a call is deleted, or you delete your account, we delete our copy and ask the provider to delete its copy; the provider may keep its copy for a period under its own retention practices.

Your copy, and deleting it

• You can ask for a copy of your information at any time: email devin@townrep.com.
• When you ask us to delete your information, we remove it from view at once, delete it from our systems in steps, and from our backups as they expire. What the law requires us to keep, we keep.

Your Rights

Under the California Consumer Privacy Act and similar laws, you may request access to the personal information we hold about you, or ask us to delete it. To make a request, email devin@townrep.com. We will respond as required by applicable law. How to disconnect a linked account (such as Facebook, Instagram or Google) and what deletion covers is described on our Data Deletion page.

Changes

We may update this Policy from time to time and will post the updated version here.

Contact Us

Questions can be sent to devin@townrep.com, or by mail to TownRep LLC, 245 New Douglas Ave, Sorento, IL 62086.