Privacy Policy

HVAC Loyalty (“we,” “us,” or “our”) respects your privacy. This Privacy Policy explains how we collect, use, share, and protect personal information when you visit our website at hvacloyalty.com (the “Site”), request a service estimate, schedule HVAC service, or otherwise interact with us.

1. Overview

This Privacy Policy applies to information collected through our Site, our service request forms, our SMS communications, in-person interactions with our technicians, phone calls to our dispatch line, and any other channel where you provide information to HVAC Loyalty.

This Policy does not apply to information collected by third parties, including websites and services linked from our Site or social media platforms where we maintain a presence (Instagram, Facebook). Those third parties operate under their own privacy policies.

2. Information We Collect

Information You Provide Directly

• Contact Information: Your name, phone number, email address, and service address when you fill out our contact form, request a quote, or schedule service.
• Service Information: Details about your HVAC needs, system age, property type, and the issue you’re experiencing, provided so we can prepare an accurate estimate or dispatch the right technician.
• Photos and Files: Optional photos you upload of your equipment, error codes, or property to help us diagnose the issue before arrival.
• Payment Information: Credit card, debit card, or bank account details when you pay for services. We do not store full payment card numbers on our servers — payment processing is handled by PCI-compliant third-party processors (Stripe, Square, or similar).
• Communications: Records of phone calls, text messages, emails, and chat conversations between you and our team for service quality and training purposes.
• Reviews and Testimonials: Content you voluntarily submit as reviews, testimonials, or referrals.

Information Collected Automatically

• Device and Usage Information: When you visit our Site, we automatically collect IP address, browser type and version, operating system, referring website, pages visited, time on site, and click patterns.
• Cookies and Similar Technologies: See Section 5 for details on cookies, web beacons, and similar tracking technologies.
• Location Information: Approximate geographic location based on IP address. We do not collect precise GPS location from your device unless you explicitly grant permission through your browser or device settings.

Information from Third Parties

• Lead Generation Services: If you reached us through Google Local Services, Yelp, Angi, HomeAdvisor, or similar platforms, those platforms share your contact information and service request details with us per their terms.
• Public Records: For commercial customers and as needed for service, we may verify business information against public records.
• Referrals: If a friend or neighbor refers you, we may receive your name and contact information from them with their representation that you consented to be contacted.

3. How We Use Your Information

We use information collected for the following purposes:

• Service Delivery: To respond to inquiries, provide estimates, schedule appointments, dispatch technicians, complete repairs and installations, deliver warranty service, and follow up after service.
• Communications: To send appointment confirmations, technician arrival notifications, service follow-ups, and customer service responses through your preferred channel (phone, email, SMS).
• Billing and Payment: To invoice you, process payments, manage accounts receivable, and provide receipts and warranty documentation.
• Quality and Training: To monitor and improve service quality, train our technicians and dispatchers, and resolve disputes.
• Marketing (with permission): To send service reminders, maintenance plan offers, and seasonal promotions to existing customers via email or SMS, with the ability to opt out at any time.
• Legal and Safety: To comply with applicable laws including Florida licensing requirements, respond to legal process, protect against fraud, and protect the rights and safety of our customers, employees, and the public.
• Business Operations: To analyze service patterns, manage inventory, plan staffing, and improve operational efficiency.
• Site Improvement: To understand how visitors use our Site, identify popular content, troubleshoot technical issues, and improve usability.

4. When We Share Information

We do not sell your personal information. We share information only in the following circumstances:

• Service Providers: We share information with vendors who perform services on our behalf, including payment processors (e.g., Stripe), email service providers, SMS providers, scheduling and dispatch software, customer relationship management (CRM) systems, hosting providers, and accounting services. These vendors are contractually required to protect your information and use it only to provide services to us.
• Equipment Manufacturers: When registering equipment under warranty, we share necessary information (your name, address, equipment model, installation date) with the equipment manufacturer to activate your warranty coverage.
• Subcontractors: If we use a subcontractor for specialized work (e.g., electrical, structural), we share only the information necessary for them to complete their portion of the work.
• Legal Requirements: We may disclose information if required by law, subpoena, court order, or government request, or to enforce our Terms of Service or protect our legal rights.
• Business Transfers: In the event of a merger, acquisition, financing, or sale of assets, your information may be transferred as part of the transaction. We will notify you and any successor will be required to honor the commitments in this Privacy Policy.
• With Your Consent: In any other circumstance with your explicit consent.

5. Cookies and Tracking Technologies

Our Site uses cookies and similar tracking technologies. A cookie is a small file stored on your device that helps the Site remember information about your visit. We use:

• Essential Cookies: Required for the Site to function (e.g., maintaining session state, remembering form inputs, ensuring security).
• Analytics Cookies: We use Google Analytics 4 to understand how visitors use our Site. Google Analytics collects information about page views, time on site, traffic sources, and approximate location. You can opt out of Google Analytics at tools.google.com/dlpage/gaoptout.
• Advertising Cookies: If we run paid advertising campaigns (Google Ads, Meta/Facebook Ads), those platforms may set cookies to measure ad performance and show you relevant ads. You can manage advertising cookies through your browser settings or through the platforms’ ad preference centers.
• Functional Cookies: Used to remember preferences such as your selected service area or recently viewed services.

You can control cookies through your browser settings. Blocking essential cookies may prevent some Site features from working correctly.

6. SMS / Text Message Privacy

When you opt in to receive SMS messages from us, we collect your mobile phone number, the SMS messages you send to us, and metadata about message delivery (delivery status, time, message length). This information is used solely to communicate with you about your service request and is not shared with third parties for marketing purposes.

SMS opt-in is required to be express and unambiguous. We do not pre-check SMS consent boxes. You can opt out at any time by replying STOP to any message. After opting out, we will only send SMS for transactional purposes related to active service appointments where you previously consented.

SMS message content and metadata are retained according to our Data Retention policy in Section 8. Carrier opt-in records are retained as required by Telephone Consumer Protection Act (TCPA) compliance standards.

7. How We Protect Your Information

We implement reasonable administrative, technical, and physical safeguards to protect personal information from unauthorized access, alteration, disclosure, or destruction. These safeguards include:

• SSL/TLS encryption for data transmitted between your browser and our Site
• Encrypted storage of sensitive customer information
• Access controls limiting employee access to information based on job responsibilities
• PCI-compliant third-party payment processors for all credit card transactions
• Regular software updates and security patching for systems holding customer data
• Secure deletion practices for data that is no longer needed

No method of electronic transmission or storage is 100% secure. While we use commercially reasonable means to protect your information, we cannot guarantee absolute security. If we become aware of a security breach affecting your personal information, we will notify you and applicable regulators as required by Florida and federal law.

8. Data Retention

We retain personal information only as long as necessary for the purposes described in this Policy, to comply with legal obligations (including Florida tax records, contractor licensing records, and warranty obligations), to resolve disputes, and to enforce our agreements.

General retention guidelines:

• Customer service records: Seven (7) years from the date of last service, consistent with Florida statute of limitations on contract claims and warranty obligations
• Financial records (invoices, payment records): Seven (7) years per Florida Department of Revenue requirements
• Marketing contact information: Until you opt out, after which we retain a suppression record to ensure we don’t contact you again
• Website analytics data: Twenty-six (26) months (Google Analytics default)
• SMS opt-in records: Five (5) years per TCPA compliance standards
• Contact form submissions where no service was scheduled: Two (2) years

After the applicable retention period, we securely delete or anonymize personal information.

9. Your Privacy Rights

Subject to applicable law, you have the following rights regarding your personal information:

• Right to Know: You can request a summary of what personal information we have about you and how it’s used.
• Right to Access: You can request a copy of your personal information in our records.
• Right to Correct: You can request that we correct inaccurate or incomplete information.
• Right to Delete: You can request that we delete your personal information, subject to legal retention requirements (we cannot delete records we are required by law to retain).
• Right to Opt Out: You can opt out of marketing communications at any time. Transactional communications related to active service appointments may continue.
• Right to Withdraw Consent: Where we rely on your consent (e.g., SMS communications), you can withdraw consent at any time.

To exercise any of these rights, contact us using the information in Section 15. We will respond to verified requests within thirty (30) days. We may need to verify your identity before fulfilling certain requests to protect your information from unauthorized disclosure.

Florida Residents: Florida law does not currently provide a comprehensive consumer privacy act, but we honor the privacy rights listed above for all customers regardless of state of residence.

California Residents: If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including the right to know what personal information we collect, the right to delete personal information, the right to opt out of sale (we do not sell personal information), and the right to non-discrimination for exercising your rights.

10. Children’s Privacy

Our Site and services are intended for adults aged 18 and older. We do not knowingly collect personal information from children under 13. If you believe a child under 13 has provided us with personal information, please contact us at the information in Section 15 and we will delete that information promptly.

11. Third-Party Services and Links

Our Site may contain links to third-party websites, social media platforms, and services. We are not responsible for the privacy practices of those third parties. We encourage you to review the privacy policies of any third-party sites you visit.

Third-party services we currently use that may collect or process information about you include:

• Google Analytics — policies.google.com/privacy
• Google Search Console (technical only, no personal data)
• Stripe or similar payment processor — their privacy policies apply to payment processing
• Email and SMS service providers
• Customer review platforms (Google Reviews, Yelp, Facebook)

12. Do Not Track Signals

Some browsers offer a “Do Not Track” (DNT) signal. Because there is no industry standard for how to interpret DNT signals, our Site does not currently respond differently to DNT signals. We do honor opt-out preferences expressed through cookie controls and through unsubscribe links in our communications.

13. Visitors Outside the United States

HVAC Loyalty operates in the United States and our services are offered only within Miami-Dade, Broward, and Central Florida. If you visit our Site from outside the United States, your information will be transferred to and processed in the United States, which may have different data protection laws than your country of origin. By using our Site, you consent to this transfer.

14. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, applicable laws, or industry standards. Material changes will be posted on this page with an updated “Last Updated” date. For significant changes affecting how we use existing customer information, we will notify affected customers by email when reasonably practicable.

We encourage you to review this Policy periodically. Your continued use of our Site or services after changes are posted constitutes acceptance of the updated Policy.

15. Contact Information

For privacy-specific requests, please use the subject line “Privacy Request” in your email so we can route your request to the right team. We will respond within thirty (30) days.

This Privacy Policy was last reviewed and updated on May 2, 2026. This Policy is provided in plain English in addition to required legal language and is intended to be readable. If anything is unclear, please contact us for clarification.