Privacy Policy

Who we are

Volusia Home Services is a call routing and service connection platform that connects homeowners in Volusia County, Florida with local contractors for plumbing, electrical, HVAC, water heater, and tree service needs. We are not a contractor. We facilitate the connection between a homeowner and an available contractor.

Information we collect

• Phone number. Your phone number is your primary identifier in our system. It is captured when you call our tracking number or submit a service request form.
• Service request details. Information you provide about the service needed, including service category, ZIP code, city, and a description of the issue.
• Call recordings. Calls may be recorded for quality assurance and dispute resolution. You will be notified before any recording begins. Recording does not start until both parties have been informed.
• Call metadata. Duration, timestamps, and routing outcome are stored for every call.
• SMS messages. If you opt in to SMS communication, message content and delivery status are retained.
• Web analytics. We use Plausible Analytics, a privacy-friendly analytics tool that does not use cookies and does not collect personally identifiable information.

How we use your information

• Call routing. Your phone number, ZIP code, and service category are used to match your call to an available contractor in your area.
• Spam filtering. Call metadata and history are used to detect and block spam or fraudulent calls before they reach contractors.
• Billing validation. Call duration, service category, and routing outcome are used to determine whether a call qualifies as a billable lead under our contractor agreements.
• Dispute resolution. Call recordings and transcripts are retained to support contractor dispute reviews.
• Service improvement. Aggregated, anonymized call data is used to improve routing accuracy and service coverage decisions.
• SMS follow-up. If you call and a contractor is unavailable, we may send a single SMS follow-up to offer a callback or review opportunity. You can reply STOP at any time to opt out.

SMS communications and opt-in

We send SMS messages related to service requests, including intake questions, appointment coordination, contractor status updates, missed-call follow-up, customer support responses, and feedback requests. Message frequency may vary. Msg & data rates may apply. Reply STOP to opt out at any time. Reply HELP for assistance. We comply with A2P 10DLC requirements.

We obtain consent through one of three methods:

• Verbal opt-in. When a customer calls Volusia Home Services, they are informed during the call that they may receive text messages related to their service request. The customer verbally confirms consent before SMS messages are sent.
• Web form opt-in. Customers who submit a service request through our website may check the SMS consent checkbox on the form. The checkbox is not pre-selected. Consent is not required as a condition of service.
• Text-initiated opt-in. Customers who initiate contact by texting our published business phone number are requesting a response. We reply only with messages related to their inquiry or service request, and all messages honor STOP opt-out instructions.

Data retention

Call records, including recordings and metadata, are retained for a minimum of 90 days to support dispute resolution. Recordings associated with an open dispute are retained until the dispute is resolved. Anonymized call data may be retained indefinitely for operational analysis.

SMS opt-out records are retained permanently to honor your preference.

Your rights

You may request access to or deletion of information associated with your phone number by contacting us at the address below. Requests related to recordings tied to open billing disputes may be subject to a brief hold period.

Security

All data is transmitted over HTTPS. Call recordings are stored via Twilio's secure infrastructure. Internal systems require authentication and are not publicly accessible. We do not store raw payment data.

Changes to this policy

We may update this policy as the service evolves. Material changes will be reflected in the "last updated" date at the top of this page. Continued use of the service after a policy update constitutes acceptance of the revised terms.

Contact

For privacy-related questions or data requests, use the contact form at volusiahomeservices.com/contact.