1. Introduction
Dispatchly Inc. ("Dispatchly," "we," "our," or "us") is committed to protecting your privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you use our website, application, and services (collectively, the "Services").
Dispatchly is field-service management software. Our customers are service-provider businesses (e.g. HVAC, plumbing, electrical, cleaning, pest control), and we process information about those businesses, their technicians, and their end-customers in order to provide dispatch, scheduling, and SMS notification features.
2. Information We Collect
We collect information you provide directly to us, including:
- Account information — name, email, business name, business address, owner name, business phone
- Authentication credentials — passwords (stored as one-way hashes), session tokens
- Phone numbers — yours, your technicians', and your end-customers' (collected by you when they book service)
- Payment information — processed and stored by Stripe; we receive only a token reference
- Job and customer data — names, addresses, service descriptions, scheduling details, notes, status updates that you input into the system
- Photos — uploaded by you or your technicians as part of job records
- Communications — SMS messages sent or received via the platform, including content, timestamps, and delivery status
- Usage and device data — IP address, browser type, pages visited, feature interactions, error logs
3. How We Use Your Information
- Provide, operate, and maintain the Services
- Authenticate users and secure accounts
- Send transactional SMS, email, and push notifications related to jobs (appointment confirmations, technician dispatch and ETAs, job-status updates, completion notices, invoice details)
- Process subscription payments and prevent fraud
- Provide customer support and respond to inquiries
- Diagnose technical issues, monitor performance, and improve features
- Comply with legal obligations and enforce our Terms of Service
4. SMS Messaging & Mobile Information Privacy
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to third-party subcontractors in support of the Services (e.g. SMS carriers, anti-spam compliance vendors) is permitted only as necessary to deliver the Services.
Phone numbers and SMS opt-in data collected through the Services are used exclusively for the SMS messaging program described in our Terms of Service. We do not sell or share phone numbers with third parties for marketing purposes.
Message types you may receive: appointment confirmations, technician dispatch and ETA notifications, job-status updates (en-route, working, on-hold, complete), completion notices with invoice details, and follow-up requests from the service-provider business that scheduled your appointment.
Frequency: message frequency varies based on your appointment activity. Typical jobs generate 3–6 messages over the course of the appointment lifecycle.
Cost: message and data rates may apply. Dispatchly does not charge end-customers for SMS messages; standard carrier rates apply per your mobile plan.
Opt-out: You can opt out of all SMS messages at any time by replying STOP to any message. You will receive a one-time confirmation message and no further messages from that business will be sent. Reply HELP for support information. To re-subscribe, contact the service-provider business directly.
5. How We Share Information
We share information only as follows:
- Service providers (sub-processors): Stripe (payment processing), Twilio (SMS delivery), Supabase (data storage and authentication), Vercel (hosting), Resend (transactional email). These vendors process data only on our instructions and under contractual confidentiality obligations.
- Service-provider businesses: if you are an end-customer receiving SMS via Dispatchly, the business that scheduled your appointment can see your name, phone number, address, and job details — they collected this information from you directly.
- Legal compliance: when required by law, court order, subpoena, or to protect the rights, property, or safety of Dispatchly, our users, or others.
- Business transfers: in connection with a merger, acquisition, or sale of all or part of our business, with notice to affected users.
We do not sell personal information. We do not share mobile information (including phone numbers and SMS content) with third parties for their independent marketing or promotional purposes.
6. Data Security
We implement industry-standard administrative, technical, and physical safeguards including TLS encryption in transit, AES-256 encryption at rest for sensitive fields, role-based access controls, audit logging, and regular security reviews. No method of transmission over the Internet or electronic storage is 100% secure, but we work continuously to protect your information.
7. Data Retention
We retain account and job data for as long as your account is active. If you cancel your subscription:
- Account and job data: retained for 30 days, then permanently deleted
- SMS message logs: retained for 18 months for compliance and dispute resolution, then deleted
- Payment records: retained for 7 years to satisfy tax and accounting obligations
- Phone-number opt-out lists: retained indefinitely to honor opt-out preferences
You may request earlier deletion of your data by contacting us; we will comply unless retention is required by law.
8. Your Rights
Depending on your location, you may have the following rights:
- Access — request a copy of the personal information we hold about you
- Correction — request correction of inaccurate information
- Deletion — request deletion of your information (subject to legal retention requirements)
- Portability — request export of your data in a machine-readable format
- Opt-out — opt out of SMS communications by replying STOP, or opt out of marketing email via the unsubscribe link
- Withdraw consent — withdraw any consent you previously provided
- Lodge a complaint — file a complaint with a data protection authority
To exercise any of these rights, email privacy@getdispatchly.co. We will respond within 30 days.
9. Children's Privacy
The Services are intended for users 18 years and older. We do not knowingly collect personal information from children under 13. If you believe we have collected information from a child under 13, please contact us immediately and we will delete it.
10. International Users
Dispatchly is operated from the United States. If you access the Services from outside the United States, your information will be transferred to, processed, and stored in the United States. By using the Services, you consent to this transfer.
11. California Privacy Rights (CCPA / CPRA)
California residents have the right to know what personal information we collect, request deletion of personal information, opt out of any sale or sharing of personal information (we do not sell or share), and not be discriminated against for exercising these rights. To exercise your CCPA rights, email privacy@getdispatchly.co with the subject line "CCPA Request."
12. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be communicated via email or in-app notification at least 30 days before they take effect. The "Last updated" date at the top reflects the current version.
13. Contact Us
For questions about this Privacy Policy or to exercise any of your rights:
General privacy questions: privacy@getdispatchly.co
Data Protection Officer: dpo@getdispatchly.co