1. Scope and Our Role
This Privacy Policy explains how nbound collects, uses, discloses, and retains personal information through our website, field-service management platform, AI receptionist and assistant features, communications tools, public business profiles, booking experiences, and related support services. References to nbound, we, us, and our refer to nbound, Inc.
Our platform serves home-service businesses and their authorized users. We also process information about their customers, callers, appointment recipients, technicians, and other people whose information those businesses provide or collect through the platform.
For our own website, account administration, billing, security, and support activities, we determine how information is used. When we process customer records on behalf of a business using nbound, that business generally determines the purposes of the processing and is responsible for its own privacy notices and lawful instructions. Depending on applicable law and the activity, nbound may act as a processor or service provider. A separately executed data-processing agreement governs where applicable.
This policy does not replace the privacy policy of a home-service provider, payment processor, or other service you interact with. If your request concerns a contractor’s customer records, contact that contractor first; we can assist in identifying the appropriate business when reasonably possible.
2. Information We Collect
The information we process depends on the features you use, the permissions you grant, and the information a business supplies. It may include:
- Account and business information: names, email addresses, phone numbers, business names, service areas, addresses, profile details, account identifiers, membership and role information, and authentication-related records.
- Customer and job records: customer contact details, service addresses, leads, appointment requests, scheduling details, dispatch assignments, job history, notes, estimates, invoices, memberships, equipment records, inventory information, and uploaded or imported files.
- Communications and AI interactions: call audio where recording is enabled, transcripts, call summaries, call metadata, messages, message delivery status, SMS consent and opt-out information, emails, support requests, prompts, AI responses, and related activity records.
- Forms and documents: answers submitted through forms, photographs, attachments, signatures where a form requests them, and information included in business documents or CSV imports.
- Billing and transaction information: subscription selections, usage totals, invoices, payment and refund status, payment-method references, and connected payment-account information. Payment processors such as Stripe process payment credentials through their own systems; nbound may receive limited payment-method and transaction details necessary to operate billing and payment features.
- Device, usage, and technical information: IP address, browser and device characteristics, pages visited, interaction events, approximate location inferred from technical information, timestamps, error reports, performance measurements, cookies, and similar identifiers.
- Location and integration information: service locations and addresses, location information you choose to provide through a browser permission, and data made available by connected calendars or other integrations within the access you authorize.
3. Where Information Comes From
We receive information directly when you register, use the platform, call a configured phone line, send a message, submit a form, request a booking, import records, or contact support. We also receive information from businesses using nbound, their authorized team members, integration providers, communications and payment providers, and technical tools used to operate and measure our services.
Businesses are responsible for having the authority to provide customer and employee information to nbound. Avoid submitting sensitive information that is not needed for the requested service.
4. How We Use Information
We process information to operate the services and the business relationship, including to:
- Create accounts, authenticate users, manage organization membership, and apply access permissions.
- Answer and route calls, capture leads, assist with scheduling and dispatch, and deliver requested appointment and service communications.
- Provide CRM, estimates, invoicing, payment tracking, inventory, equipment, forms, reporting, and other enabled workflows.
- Process subscription billing, usage charges, payments, refunds, and transaction reconciliation.
- Provide AI responses, transcriptions, summaries, and actions using the information relevant to the request and enabled tools.
- Troubleshoot problems, measure usage and performance, improve functionality, provide support, and investigate abuse or security issues.
- Communicate about accounts, material service changes, billing, security, and support, and manage promotional communications where permitted by law and your choices.
- Comply with legal requirements, respond to lawful requests, enforce agreements, and establish or defend legal claims.
5. SMS and Mobile Messaging Privacy
nbound may collect mobile phone numbers and SMS consent information when customers verbally opt in during appointment scheduling or through another disclosed opt-in method to receive transactional appointment-related text messages. These messages may include appointment confirmations, reminders, schedule changes, technician dispatch and arrival updates, and service completion notifications.
Message frequency varies depending on appointment and service activity. Message and data rates may apply.
We use mobile information to provide the requested service-related communications and operate the nbound platform. We do not sell or share SMS opt-in data, consent records, or mobile phone numbers with third parties or affiliates for marketing or promotional purposes. We do not transfer SMS consent to another business for its own messaging program.
Mobile information and messaging records may be processed by communications providers and other service providers solely as necessary to deliver and support the requested messaging service. SMS opt-in data and consent are excluded from disclosures for unrelated third-party purposes. We may retain necessary consent and suppression records to respect your choices and comply with legal obligations.
Reply STOP to opt out of the applicable SMS program at any time. Reply HELP for help, or email team@nbound.io. You may receive a non-promotional confirmation of your opt-out. Opting out of text messages does not itself cancel an appointment or a platform subscription. Our SMS Messaging Terms provide additional details.
6. Call Recording and AI Processing
Calls handled through nbound’s configured voice features may be recorded, transcribed, summarized, and analyzed using AI and communications providers. Depending on the workflow, an AI system may respond to a caller, collect service information, invoke configured tools, or assist with a booking. Authorized business users may access the resulting records through the platform.
Businesses using recording or automated communications features must provide notices and obtain consent required by the laws that apply to their callers and recipients. A business’s configuration and call flow affect the notices given. This policy is not a substitute for a recording disclosure or legally required consent.
Content and relevant context may be transmitted to AI and voice providers to perform the requested processing. This processing may involve identifiable customer information relevant to a call or request. Provider processing and retention depend on the service, applicable settings, and contractual terms. Any additional use for model training must have an appropriate contractual and legal basis and any required notice or consent; permission to process a service request is not unrestricted permission for unrelated use.
We may review relevant records to troubleshoot a request, investigate a reported problem, and evaluate service quality. AI processing can produce inaccurate information; privacy requests concerning recordings or transcripts can be directed to the business responsible for the call or to us for assistance.
9. Retention and Deletion
We retain information for the periods reasonably needed to provide services, maintain business records, comply with legal requirements, respect opt-outs, resolve disputes, and protect the platform. The period varies by record type, business instructions, account status, provider settings, and legal obligations. Recordings and transcripts may have different retention periods from account, invoice, and consent records.
Cancellation of a subscription, closure of an organization, and deletion of personal information are different processes. Cancellation does not necessarily delete historical records or records held by a payment or communications provider. Account closure may disable integrations or release phone numbers before all retained records are removed.
When information is deleted from active systems, copies may remain for a period in backups, logs, archived records, or provider systems subject to their applicable retention processes. Some information must be retained for billing, tax, fraud prevention, consent compliance, or legal claims. Contact us to request deletion or information about an applicable retention period; where we act for a business, its instructions and legal duties may affect the response.
10. Security and Account Responsibilities
We use technical and organizational measures intended to protect personal information, including authentication, access restrictions, and safeguards available through our infrastructure and service providers. Measures vary with the system and type of information. No internet service, storage system, or transmission method is completely secure, and we cannot guarantee absolute security.
Protect your credentials, restrict access to authorized users, review organization permissions, and notify us promptly of suspected unauthorized access. Do not send passwords, full payment-card details, or unnecessary sensitive information through ordinary email or SMS. If a security incident triggers a legal notification duty, we will address that duty as required by applicable law.
11. Your Choices and Privacy Requests
Depending on applicable law, you may have rights to request access, correction, deletion, or a copy of personal information, or to object to or restrict certain processing. Some laws also provide rights concerning sale, sharing for targeted advertising, sensitive information, consent withdrawal, appeals, or authorized agents. These rights are subject to legal conditions and exceptions; listing them here does not mean every right applies to every person or activity.
Use available account settings or contact team@nbound.io with your request and enough detail to identify the relevant account or interaction. We may need to verify your identity and authority before providing information or making changes. Do not include unnecessary sensitive information in the initial request. We will respond within the period required by applicable law and explain a refusal where required. You can contact us again to appeal or seek further review where applicable.
Where a home-service business controls the record, we may direct you to that business or assist it in responding. We cannot generally change a contractor’s records solely on an unverified request from another person.
You may unsubscribe from promotional emails using their unsubscribe instructions. Necessary account, billing, security, and requested service communications may continue. SMS choices are described in Section 5. Withdrawing consent does not affect processing already lawfully completed, and some records may remain necessary for legal or operational reasons.
12. Location of Processing and International Users
nbound operates from the United States. Our providers may process or store information in the United States and other locations where they operate. Privacy protections can differ between jurisdictions. Where applicable law requires a particular safeguard for an international transfer, that safeguard must be addressed through the applicable contractual or legal arrangement; using the website does not waive mandatory privacy rights.
Where a law requires a legal basis for processing, the basis depends on the activity and may include performing a contract, complying with a legal obligation, consent, or a legitimate interest in operating and protecting the service where permitted. Processing on behalf of a business follows its lawful instructions and applicable agreements.
13. Children and Sensitive Information
The platform is intended for business use and is not directed to children under 13. Do not create an account or intentionally submit a child’s personal information through the platform without appropriate authority and a lawful basis. If you believe a child’s information has been collected improperly, contact us so we can investigate and take appropriate action.
Avoid uploading health records, government identifiers, financial-account credentials, or other highly sensitive information unless specifically necessary for an authorized feature and permitted under an appropriate agreement. nbound’s ordinary service is not represented as a HIPAA-compliant medical-records system.
14. Changes to This Policy
We may update this policy to reflect changes in our services, practices, or legal requirements. The date at the top identifies the latest revision. Where required, we will provide notice of material changes or obtain additional consent. An update to this policy does not by itself authorize a new use of information that requires consent or another legal basis.
15. Contact Us
Contact us at team@nbound.io or by mail at 12591 Crabapple Road, Milton, GA 30004.
For a faster response, identify whether your request concerns your nbound account, a specific business using nbound, a phone call, a text message, or a website interaction.