1. Introduction
OrchaNow, LLC ("OrchaNow," "we," "us," or "our") operates the website at orchanow.com and provides home service dispatch and AI-powered missed-call response services. This Privacy Policy explains how we collect, use, share, and protect your information.
By using our services, you agree to the practices described in this policy. If you do not agree, please do not use our services.
2. Information We Collect
2.1 Information You Provide
- Customer Information: When you request HVAC service, you provide your name, phone number, address, email, service needs, and payment information.
- Business Information: If you sign up as an HVAC business owner or technician partner, we collect business name, contact info, license numbers, insurance documentation, EPA certifications, and service area information.
- Communications: We retain records of texts, emails, and calls between you, OrchaNow, and our service providers.
2.2 Information Collected Automatically
- Website Data: IP address, browser type, pages visited, referring URLs, device information.
- Call Records: If you call our phone numbers, we may record calls for quality and training purposes. Call recordings are stored securely.
- Service Performance Data: Job completion status, response times, ratings, and feedback.
2.3 Information From Third Parties
We may receive information from background check providers, license verification services, payment processors (Stripe), and analytics providers.
3. How We Use Your Information
We use your information to:
- Provide, operate, and improve our services
- Dispatch service requests to qualified technicians
- Process payments and send invoices
- Send service-related communications (booking confirmations, technician arrival, follow-ups)
- Verify technician credentials and maintain quality standards
- Respond to inquiries and provide customer support
- Send marketing communications (with your consent, where required by law)
- Detect and prevent fraud or unauthorized activity
- Comply with legal obligations
4. How We Share Your Information
4.1 With Service Providers
To provide HVAC services, we share necessary customer information (name, address, service need, contact) with the independent technicians we dispatch to your home or business.
4.2 With B2B Partners
If you use OrchaNow Back Office, we provide your customer data to YOU (the HVAC business owner). We do not share your customer data with other B2B partners.
4.3 With Third-Party Services
- Payment Processors: Stripe processes payments. Their privacy policy applies to payment data.
- Communication Tools: We use third-party platforms (such as Quo) for phone services and SMS.
- Hosting and Infrastructure: Cloudflare (hosting) and Supabase (database) store data securely.
- Analytics: We may use Google Analytics or similar services to understand website usage.
4.4 Legal Requirements
We may disclose information when required by law, court order, or to protect rights, property, or safety.
4.5 What We Don't Do
We do not sell your personal information to advertisers or data brokers. Your information is used to deliver services you've requested.
5. Data Retention
We retain information for as long as needed to provide services, comply with legal obligations, resolve disputes, and enforce agreements. Generally:
- Active customer accounts: Duration of account + 3 years
- B2B partner accounts: Duration of contract + 7 years (for tax/legal compliance)
- Job records: 7 years for tax and warranty purposes
- Marketing data: Until you unsubscribe or request deletion
6. Your Rights and Choices
6.1 Access and Correction
You can request a copy of the personal information we hold about you, or ask us to correct inaccurate information. Email privacy@orchanow.com.
6.2 Deletion
You can request deletion of your personal information, subject to legal and business retention requirements (such as tax records).
6.3 Marketing Communications
You can opt out of marketing emails at any time by clicking the unsubscribe link. Transactional messages (booking confirmations, etc.) will continue.
6.4 SMS/Text Message Communications
By providing your phone number to OrchaNow — whether via phone call, web form, customer intake, or other contact method — you consent to receive transactional and operational SMS messages from us. This includes:
- Automated responses to missed calls or service inquiries
- Appointment confirmations, scheduling, and reminders
- Service updates, technician arrival notifications, and status changes
- Customer support communications and follow-up requests
- Service completion notifications and feedback requests
Message frequency varies based on service activity. Message and data rates may apply per your wireless carrier plan.
How to opt out: Reply STOP, UNSUBSCRIBE, CANCEL, END, or QUIT to any text message at any time. Once opted out, you will receive a one-time confirmation message and no further messages.
How to get help: Reply HELP to any message for support information, or contact us at billing@orchanow.com or (267) 459-HVAC.
How to opt back in: If you've previously opted out and want to re-subscribe, reply START, YES, UNSTOP, or RESUBSCRIBE.
Privacy of phone numbers: We do not sell, share, rent, or otherwise transfer phone numbers or SMS opt-in data to third parties for marketing purposes. Phone numbers are only used by OrchaNow and our trusted infrastructure partners (such as Twilio for SMS delivery) to provide the services you've requested.
SMS service provider: SMS messaging is provided through Twilio, Inc. and is subject to Twilio's terms and privacy policy. Our messaging program is registered with The Campaign Registry (TCR) for A2P 10DLC compliance with US carrier requirements.
Consent under TCPA: When you call OrchaNow or our partnered HVAC businesses and your call is missed, our automated system responds via SMS to acknowledge the missed call. This constitutes prior express consent under the Telephone Consumer Protection Act (TCPA), as you initiated the communication channel by calling first. Web form submissions include explicit SMS consent language at the point of collection.
6.5 California Residents (CCPA Rights)
California residents have additional rights including the right to know, delete, and opt out of the sale of personal information. We do not sell personal information.
7. Data Security
We implement reasonable security measures including:
- Encrypted data transmission (HTTPS)
- Secure password requirements
- Access controls limiting who can view your information
- Regular security reviews
No system is 100% secure. While we use industry-standard practices, we cannot guarantee absolute security. If you suspect unauthorized access to your account, contact us immediately.
8. Children's Privacy
OrchaNow services are not intended for individuals under 18. We do not knowingly collect information from minors. If you believe a minor has provided information to us, contact privacy@orchanow.com.
9. Third-Party Links
Our website may link to third-party websites. We are not responsible for their privacy practices. Review their policies before sharing information.
10. International Users
OrchaNow operates in the United States. If you access our services from outside the U.S., your information will be transferred to and processed in the U.S.
11. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be communicated via email or website notice. The "Last updated" date at the top reflects the most recent revision.
12. Contact Us
For questions about this Privacy Policy or your information, contact:
OrchaNow, LLC
Privacy Officer
121 S Broad Street, 15th Floor, Suite 1125
Philadelphia, PA 19107
Email: privacy@orchanow.com
Phone: (267) 459-HVAC