Privacy Policy

This Privacy Policy explains how the appliance-repair business operating this Orion CRM system ("we", "us", "our") collects, uses, and protects personal information when you book a repair, speak with our phone agents (including our AI phone assistant), or when our team communicates about your service appointment.

1. Information we collect

• Booking information — your name, phone number, email address, service address, and details about your appliance and the problem you describe, collected when you book by phone or when our office schedules your appointment.
• Call information — when you call our booking line, calls may be answered by an AI phone assistant and may be recorded or summarized to create your service appointment accurately.
• Service records — appointment history, technician notes, diagnoses, estimates, invoices, and payment records related to your repairs.
• Team member information — for our staff (dispatchers and technicians), we store name, contact details, and work records needed to run the business.

2. How we use information

• To schedule, confirm, perform, and follow up on repair appointments.
• To send appointment-related notifications to our technicians and, where you have agreed, to you — including by phone call, SMS, or WhatsApp.
• To keep accurate service, warranty, and payment records.
• To improve our booking process and service quality.

We do not sell personal information, and we do not use it for third-party advertising.

3. WhatsApp and other messaging

We use the WhatsApp Business Platform (provided by Meta Platforms, Inc.) to send service-related messages, such as notifying our technicians of assigned jobs and, where applicable, sending appointment updates. Messages sent over WhatsApp are processed by Meta in accordance with the WhatsApp Privacy Policy. We only send messages consistent with WhatsApp's Business Messaging Policy, and you can opt out of WhatsApp messages at any time by replying "STOP" or contacting us.

4. Service providers we share data with

We share information only with providers who help us operate, and only what is needed:

• Meta / WhatsApp — message delivery, as described above.
• AI voice platform — powers our phone booking assistant and produces call summaries.
• Hosting provider — our booking system runs on secured cloud servers.

These providers process data on our behalf and are not permitted to use it for their own marketing.

5. Data retention

We keep booking and service records for as long as needed to provide warranty support, meet legal and tax obligations, and maintain accurate business records. You may request deletion of your personal information, and we will honor it unless we are legally required to retain specific records.

6. Security

Our system uses encrypted connections (HTTPS), password-protected accounts with role-based access, and audit logging. Access to customer information is limited to team members who need it to serve you.

7. Children

Our services are for households and businesses and are not directed to children under 13. We do not knowingly collect personal information from children.

8. Your choices and rights

• You can ask what information we hold about you, request corrections, or request deletion.
• You can opt out of non-essential messages at any time (reply STOP on WhatsApp/SMS, or tell us by phone).
• Depending on where you live, you may have additional privacy rights; we will honor valid requests.

9. Changes to this policy

If we make material changes, we will update this page and the effective date above.

10. Contact us

For privacy questions or requests, contact the business owner through the phone number or email listed on our website, or by replying to any message we've sent you.

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