Calls to WAVES are answered by an automated assistant and are recorded and transcribed. Florida requires the consent of everyone on a call before it may be recorded. Our line announces this at the start of every call; if you would rather not be recorded, say so and we will take your details another way.
This policy is a working draft and has not been reviewed by an attorney. It describes what we actually do with your information. Have it reviewed before relying on it.
1. What we collect
When you contact us
Your name, phone number, email address, the city or area of the property, the type of property, what you are asking about, and anything else you choose to tell us in the message.
When you call
A recording and a transcript of the call, the number you called from, and the time and duration. These are attached to your record so the team can pick up where the call left off.
When you arrive through a member’s card or link
The card code, stored in your browser for 365 days, so the member who introduced you receives credit. It identifies them, not you. You can clear it by clearing your browser data; a banner tells you it has been recorded and lets you dismiss it.
When you become a member
Your sign-in identity (from Google, or your email address if you use a sign-in link), your member number and referral code, the date you joined, who introduced you, and the consents you gave and when.
About your system
The equipment we install or manage: models, serial numbers, locations within the property, install dates, warranty dates, configuration and health telemetry, plus the documents and as-builts we produce for you.
Billing
Invoices, payments and store credit. We do not store card numbers — payments are handled by our payment provider, and we see only the outcome and the last four digits.
2. Why we hold it
- To quote, schedule, carry out and support the work you asked for.
- To keep an accurate record of your system so support does not start from scratch every time.
- To bill you and to calculate referral credit.
- To meet legal, tax and licensing obligations.
- To send you service messages: appointment confirmations, ticket updates, invoices. These are not marketing and you cannot opt out of them while you are a customer.
- To send marketing, only if you have separately opted in.
3. Marketing, email and text messages
Marketing email is sent only to people who have ticked the box asking for it. Every marketing email has an unsubscribe link that works.
Marketing text messages are sent only to people who have separately and explicitly agreed to receive them — a separate, unticked box, never bundled with anything else. Message frequency varies. Message and data rates may apply. Reply STOP to stop, HELP for help. Consenting to texts is never a condition of buying anything from us.
4. Who else sees it
We use a small number of service providers, and they see only what they need to do their job:
- Zoho — customer records, quotes, invoices, support tickets, scheduling.
- Supabase — the member portal database and sign-in.
- Netlify — the website and its contact form.
- Retell and our telephone carriers — answering, recording and transcribing calls.
- Google — our email, and sign-in if you choose Google.
- Our payment provider, and our accountant.
We do not sell your information, and we do not share it for anyone else’s advertising. We may disclose information where the law requires it.
5. How long we keep it
Customer and system records are kept for as long as you are a customer and for seven years afterwards, which is what tax and licensing records require. Call recordings and transcripts are kept for 12 months. Referral and store credit records are kept for as long as the credit can be used, and then as part of our financial records. Marketing consent records are kept for as long as we hold your contact details, because they are the evidence that you agreed.
6. Your choices
- Ask us what we hold about you, and we will tell you.
- Ask us to correct anything that is wrong.
- Ask us to delete what we are not required to keep.
- Opt out of marketing at any time, without affecting your service.
- Ask for a copy of your records in a portable form.
Email hello@waves.email and we will respond within 30 days.
7. Security
Portal data is held in a database where access rules are enforced by the database itself, so one member’s sign-in can only ever read that member’s own records. Site credentials for equipment we manage are held in a dedicated password vault, not in ordinary records. We will tell you promptly if we become aware of a breach affecting your information.
8. Children
Our services are sold to adults. We do not knowingly collect information from anyone under 18. If you believe we have, tell us and we will delete it.
9. Changes
If we change this policy we will update the version at the top of the page, and tell members directly where the change matters.
10. Contact
Waves Home Services LLC, St. Pete Beach, Florida. hello@waves.email · (855) 629-9287.
Waves Home Services LLC · St. Pete Beach, Florida · hello@waves.email · (855) 629-9287