Privacy policy

1. Introduction

This Privacy Policy describes how NorthAxis Digital LLC (“NorthAxis,” “we,” “us,” or “our”) collects, uses, shares, and protects information in connection with our website at northaxisdigital.com (the “Website”) and our AI-powered receptionist, customer reactivation, and quote follow-up services for HVAC contractors (collectively, the “Services”).

This Privacy Policy applies to information we collect (a) directly from prospective and current customers (HVAC contractors), and (b) when we operate the Services on behalf of those customers and in doing so process information about the customers' own customers (“End Users”). When we process Personal Information about End Users, we do so as a service provider on behalf of our HVAC contractor customers, and the contractor's own privacy policy and disclosures govern the relationship with the End User.

2. Information we collect

2.1 Information you provide directly

• Contact information (name, email, phone, business name)
• Account and onboarding information (business hours, service area, pricing rules)
• Payment information processed through our payment processor (we do not store full card numbers)
• Communications you send us by email, phone, or our Website forms

2.2 Information about End Users (processed on behalf of customers)

• Names, telephone numbers, addresses, and email addresses
• Audio recordings and transcripts of telephone calls
• Service history, appointment details, and quote information provided to us by our customer
• Inferences derived from call interactions to improve service quality

2.3 Information collected automatically

• Log data: IP address, browser type, pages visited, referring URLs, timestamps
• Cookies and similar technologies for analytics, security, and performance
• Device and usage information when you interact with our Website

3. How we use information

• To provide, operate, and improve the Services
• To answer telephone calls, schedule appointments, and send communications on behalf of our customers
• To monitor service quality, including reviewing call recordings and transcripts
• To bill customers, process payments, and prevent fraud
• To comply with legal obligations and enforce our terms
• To send marketing communications about NorthAxis (with appropriate consent where required)
• To create aggregated, de-identified data for analytics, research, and benchmarking

4. How we share information

4.1 Service providers

We share information with third-party service providers that help us deliver the Services, including providers of voice synthesis, speech-to-text transcription, telephony, automation, hosting, analytics, and payment processing. These service providers are contractually obligated to protect information consistent with this Privacy Policy.

4.2 Our customers

When we operate the Services on behalf of an HVAC contractor, we share End User information with that contractor (our customer) as necessary to deliver the Services.

4.3 Legal requirements

We may disclose information when required by law, subpoena, court order, or other legal process, or to protect our rights, property, or safety, or the rights, property, or safety of others.

4.4 Business transfers

We may share information in connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of all or a portion of our assets, subject to obligations of confidentiality.

4.5 No sale of Personal Information

We do not sell Personal Information for monetary consideration, and we do not share Personal Information for cross-context behavioral advertising as those terms are defined under the CCPA/CPRA.

5. Data retention

We retain information for as long as necessary to provide the Services and for the legitimate business and legal purposes set forth in this Privacy Policy. When we no longer need information, we securely delete it or de-identify it.

Specific retention periods by category:

6. Security

We maintain reasonable and appropriate administrative, physical, and technical safeguards designed to protect information from unauthorized access, use, disclosure, alteration, and destruction. No method of transmission over the internet or electronic storage is one hundred percent secure, however, and we cannot guarantee absolute security.

7. Call recording, AI, and SMS disclosures

7.1 Call recording

Telephone calls handled by the Services are recorded for quality assurance, service operation, and legal compliance. Callers will be notified at the start of every call that the call is being recorded and that they are speaking with an AI assistant. By continuing the call after this disclosure, the caller consents to the recording.

7.2 AI disclosure

Calls handled by our Services are answered by an AI dispatcher. If a caller asks whether they are speaking with a human or an AI, the AI will honestly disclose its nature.

7.3 SMS messaging

We send transactional and operational SMS messages on behalf of our customers (such as appointment confirmations and reminders). All SMS messaging is conducted in compliance with the Telephone Consumer Protection Act and applicable consent requirements. End Users may opt out at any time by replying STOP to any message. See our SMS Terms for more detail.

8. Your rights and choices

8.1 Access, correction, deletion

Depending on the jurisdiction in which you reside, you may have rights under applicable law to access, correct, or delete Personal Information that we hold about you, to opt out of certain processing, or to obtain a copy of your information. To exercise these rights, contact us using the information in Section 13. If you are an End User and you wish to exercise these rights with respect to information we process on behalf of an HVAC contractor, you should contact that contractor directly; we will assist the contractor in fulfilling your request.

8.2 Marketing opt-out

You may opt out of marketing emails from NorthAxis by following the unsubscribe instructions included in those emails. Even if you opt out of marketing communications, we may still send you transactional or service-related communications.

8.3 Cookies

Most browsers allow you to control cookies through their settings. Disabling cookies may affect your ability to use certain features of the Website.

8.4 California privacy rights

(a) Categories of Personal Information we have collected in the preceding twelve (12) months:

• Identifiers (name, email, phone, mailing address)
• Customer records (call recordings, transcripts, appointment and service history)
• Commercial information (quotes, invoices, payment status)
• Internet or other electronic network activity (cookies, IP, click data)
• Audio, electronic, or similar information (call recordings)
• Inferences derived from any of the foregoing

(b) Sources: directly from customers and prospects; automatically from our Website; on behalf of our HVAC contractor customers in connection with the Services.

(c) Business purposes: providing the Services, billing, security, analytics, legal compliance, and marketing about our own Services.

(d) Categories of third parties we disclose Personal Information to for a business purpose: service providers and subprocessors listed in our Data Processing Addendum, government bodies as required by law, and parties to a business transfer.

(e) Sale or sharing: we do not sell Personal Information for monetary consideration and we do not share Personal Information for cross-context behavioral advertising as those terms are defined under the CCPA/CPRA.

(f) Sensitive Personal Information: call recordings may be considered sensitive PI; we use such information only for the purposes set out in Section 3 and do not use it for purposes that require an opt-out under the CPRA.

(g) Your California rights: to know, access, delete, correct, opt out of sale or sharing (not applicable, see above), limit use of sensitive PI, and not be retaliated against for exercising these rights.

(h) To submit a request, email privacy@northaxisdigital.com or use the form on northaxisdigital.com/privacy. We will verify your request, respond within forty-five (45) days, and may extend by an additional forty-five (45) days as permitted by law.

(i) Other states: residents of Virginia, Colorado, Connecticut, Utah, Oregon, Texas, and other states with applicable consumer privacy laws have substantially similar rights; please use the same contact methods to exercise them.

9. Children's privacy

The Services are not directed to children under the age of thirteen (13), and we do not knowingly collect Personal Information from children under thirteen. If we learn that we have collected such information, we will promptly delete it.

10. International users

The Services are operated from the United States and primarily process information in the United States. If you access the Services from outside the United States, your information may be transferred to and processed in the United States, where data protection laws may differ from those of your jurisdiction.

11. Third-party links

The Website may contain links to third-party websites or services. This Privacy Policy does not apply to those third parties. We encourage you to review the privacy policies of any third-party services you visit.

12. Changes to this privacy policy

We may update this Privacy Policy from time to time. The “Last Updated” date at the top reflects the date of the most recent revision. Material changes will be communicated through the Website or by other reasonable means. Continued use of the Services after the effective date of any update constitutes acceptance of the updated Privacy Policy.

For material changes to this Privacy Policy that meaningfully reduce your privacy protections, we will provide at least thirty (30) days' advance notice by posting a banner on the Website and, where reasonably practicable, by emailing customers.

13. Contact us

If you have any questions about this Privacy Policy or our privacy practices, please contact us at: