Privacy Policy

1. Who We Are

Dugwork ("we," "us," or "our") is an AI-powered SMS lead management platform for home service contractors. We provide automated text-back, lead qualification, appointment booking, follow-up, and customer retention services via text message on behalf of our contractor customers ("Customers").

When our Customers use Dugwork, their clients and leads ("End Users") receive text messages through our platform. This Privacy Policy explains how we collect, use, store, and protect information from both our Customers and End Users.

2. Information We Collect

From Customers (Contractors)

• Business name, contact name, email address, phone number
• Business address and service area
• Services offered, business hours, and scheduling preferences
• Payment information (processed securely by Stripe; we never store card numbers)

From End Users (Contractor Clients/Leads)

• Phone number (provided when they call the Customer's business number)
• Name, address, and service details (provided during SMS conversations)
• SMS message content and conversation history
• Appointment details (date, time, service requested)
• Photos sent via MMS (if applicable)

Automatically Collected

• Call metadata (timestamps, call duration, missed call events)
• Message delivery status and timestamps
• Device and browser information when visiting dugwork.com
• IP address and approximate location (website visitors only)

3. How We Use Information

• Delivering SMS text-back and lead management services on behalf of our Customers
• Generating AI-powered conversation responses to qualify leads and book appointments
• Processing subscription payments
• Sending appointment confirmations, follow-up messages, and review requests
• Detecting and preventing fraud, spam, and abuse
• Improving service quality using aggregated, de-identified data
• Communicating with Customers about their account and our services

4. SMS and Text Messaging

This section applies specifically to SMS/text message data collected and processed through our platform.

We do not sell, rent, license, share, or transfer mobile phone numbers, SMS/text message content, or messaging opt-in data to third parties for marketing or promotional purposes. All categories above exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Text messages are sent on behalf of our Customers (contractor businesses) using their dedicated phone numbers. End Users initiate contact by calling the Customer's business number. If the call is missed, our system sends an automated text-back response within 30 seconds.

By replying to a text-back message, End Users consent to receive further text messages from that specific contractor business through our platform. Consent given to one contractor does not extend to any other business.

Opting Out

End Users can opt out of text messages at any time by:

• Replying STOP, QUIT, CANCEL, OPT-OUT, or UNSUBSCRIBE to any message
• Making any other reasonable opt-out request via text (e.g., "stop texting me," "remove me," "leave me alone")
• Contacting us at privacy@dugwork.com

Opt-out requests are honored immediately. Once opted out, the End User will receive a single confirmation message and no further messages will be sent from that contractor's number. Opt-out requests are processed within 10 business days at the latest, though in practice they take effect instantly.

Message Frequency and Costs

Message frequency varies based on the conversation. Typical interactions involve 3-10 messages during initial qualification and booking. Follow-up messages (review requests, seasonal reminders) are sent periodically, no more than a few times per month.

Message and data rates may apply.

Help

End Users can reply HELP to any message for assistance, or contact us at support@dugwork.com.

5. AI Processing

Dugwork uses artificial intelligence to generate automated conversation responses on behalf of our Customers. When an End User sends a text message, the conversation content is processed by our AI system to generate an appropriate response (e.g., qualifying the lead, booking an appointment, or routing to the contractor).

AI-generated responses are designed to be helpful and accurate but are not guaranteed to be error-free. Our Customers are responsible for reviewing the performance of their AI-powered conversations.

Conversation data sent to our AI provider (Anthropic) is processed under their commercial API terms, which prohibit using customer data to train AI models. Your conversations are not used to train or improve third-party AI systems.

6. Third-Party Service Providers

We use the following service providers to deliver our platform. These providers only receive data necessary to perform their specific function and are bound by their own privacy policies and data processing agreements.

• Twilio - SMS and phone call delivery
• Anthropic (Claude) - AI conversation processing (commercial API; no model training on your data)
• Supabase - Database and data storage (encrypted at rest)
• Stripe - Payment processing (PCI-DSS compliant)
• Vercel - Website hosting

We do not sell personal information to any third party. We share data with the providers listed above solely to operate our service. We may also disclose information when required by law or to comply with valid legal process.

7. Data Retention

We retain data for the following periods:

• Conversation data (messages, lead details): 24 months from last interaction, then automatically deleted
• Customer account data: Duration of active subscription plus 90 days after cancellation
• Payment records: As required by tax and accounting law (typically 7 years for transaction records)
• Website analytics: 12 months
• Opted-out records: We retain a record of opt-out requests indefinitely to ensure we do not re-contact opted-out End Users

After the retention period, data is permanently deleted or de-identified. De-identified, aggregated data may be retained indefinitely to improve service quality.

8. Data Security

We implement appropriate technical and organizational measures to protect personal information, including:

• Encryption in transit (TLS/HTTPS) and at rest
• Role-based access controls with row-level security on database records
• Each Customer's data is logically isolated; Customers can only access their own business data
• Regular security reviews and monitoring

No method of transmission or storage is 100% secure. If we become aware of a data breach affecting your personal information, we will notify affected parties as required by applicable law.

9. Data Controller and Processor Roles

For the purposes of data protection law:

• Our Customers (contractors) are the Data Controllers for their End Users' personal information. They determine why and how End User data is processed through our platform.
• Dugwork acts as a Data Processor, processing End User data on behalf of and under the instructions of our Customers.

Customers are responsible for providing legally adequate privacy notices to their End Users and for obtaining any required consents for data processing.

10. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal information we hold about you
• Correct inaccurate personal information
• Request deletion of your personal information
• Opt out of text messages at any time
• Request a copy of your data in a portable format

California Residents (CCPA/CPRA)

If you are a California resident, you have the right to know what personal information we collect, request deletion, and opt out of the sale of personal information. We do not sell personal information. To exercise your rights, contact us at privacy@dugwork.com.

To exercise any of these rights, contact us at privacy@dugwork.com. We will respond within 30 days.

11. Children's Privacy

Dugwork is a business-to-business service not directed at children under 13. We do not knowingly collect personal information from children. If we learn we have collected information from a child under 13, we will delete it promptly.

12. Changes to This Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify Customers by email at least 30 days before the changes take effect. The "Last updated" date at the top of this page reflects the most recent revision.

13. Contact Us

For privacy questions, data requests, or concerns:

• Email: privacy@dugwork.com
• Website: dugwork.com