Privacy Policy

ServicePilot Pro ("ServicePilot Pro," "we," "us," or "our") provides an AI-powered front desk for automotive repair shops. This policy explains how we handle information from our shop customers ("Clients") and the people who communicate with a Client through the service ("End Users"). This is operational drafting, not legal advice; counsel should review this policy, consent language, and state-specific recording rules before SMS or call recording is enabled.

1. Information we collect

• Contact and account details, including name, phone, email, address, and Client organization information.
• Vehicle and service details, including year, make, model, VIN, mileage, appointment, estimate, and repair history.
• Communications, including call recordings where enabled, transcripts, summaries, SMS, email, web-chat messages, sentiment indicators, and support requests.
• Technical data such as IP address, device/browser information, logs, and timestamps.
• Consent and preference records, including SMS opt-in purpose, disclosure version, source, timestamp, STOP/HELP, suppression, complaint, and re-opt-in events.

2. How we use information

• Provide the requested front-desk service, including answering calls, intake, scheduling, reminders, tow coordination, and customer support.
• Authenticate accounts, secure the service, troubleshoot, measure performance, and provide Client reporting.
• Send SMS only when the Client has supplied documented, purpose-specific eligibility and the applicable sender/campaign is approved. STOP, HELP, complaints, wrong-number, and reassigned-number signals are used to suppress messages.
• Meet legal, safety, fraud-prevention, accounting, and dispute-resolution obligations.

AI training: We do not use Client or End User calls, recordings, transcripts, or message content to train general-purpose AI models unless the relevant party has separately agreed in writing. We may use aggregated, genuinely de-identified operational metrics that cannot reasonably identify a person, Client, vehicle, or conversation. Clients may request exclusion from optional product-improvement analytics by contacting us.

3. SMS and communications privacy

Clients control their customer relationship and must obtain appropriate consent before requesting SMS. Transactional messages (such as an appointment update requested by an End User) are kept separate from optional marketing messages. A marketing opt-in is not implied by an inbound call, an old repair invoice, or an uploaded phone list. We identify the Client/sender, provide STOP and HELP instructions where required, honor suppression across the account and relevant ServicePilot systems, and do not knowingly use purchased, scraped, or inferred-consent lists.

Reply STOP to stop non-essential texts and HELP for assistance. An opt-out confirmation may be sent where permitted; further messages are suppressed until a fresh opt-in. Report a wrong number or complaint to privacy@servicepilotpro.xyz. Message frequency and rates vary by Client; message and data rates may apply. We retain consent, delivery, opt-out, and complaint evidence only as long as needed for service, compliance, disputes, and legal requirements, then delete or de-identify it according to our retention controls.

4. Call recording and transcripts

When recording is enabled, the AI or an agent will provide an audible notice at the beginning of the call, before recording begins, identifying that the call may be recorded for the Client’s service and quality purposes. Where law requires affirmative consent, the call will not be recorded unless the required consent is obtained; callers may decline and use another channel. We log notice/consent outcome, call identifier, time, and jurisdictional configuration. Clients are responsible for configuring lawful notices for their business, but ServicePilot provides the technical controls and will not intentionally bypass a suppression or recording refusal.

Recordings and transcripts are access-controlled and retained only for the configured service and legal period. Clients may request export or deletion subject to safety, dispute, accounting, and legal-retention exceptions. Do not provide sensitive information that is not needed for the requested service.

5. Sharing and subprocessors

We do not sell Client or End User personal information. We share information only as needed to operate the service, at a Client’s direction, or as required by law. Current infrastructure includes Neon (database), Vercel (hosting), Vapi (voice AI), and Stripe (billing). SMS is not currently active; any future messaging provider will be disclosed before production enablement. We may share necessary data with a Client’s shop-management/calendar integration, tow partner authorized for a request, professional advisers, or authorities responding to lawful process.

6. Security, retention, and rights

We use administrative, technical, and organizational safeguards appropriate to the information we process. We do not make a specific encryption or transport-protocol guarantee in this policy. Retention varies by account configuration, service need, dispute, and legal obligation; Clients can request export or deletion and should establish their own retention settings. Depending on location, End Users may request access, correction, deletion, restriction, portability, or information about automated processing, and may opt out of optional analytics. We verify requests and respond as required by applicable law.

7. Contact and changes

Privacy requests, SMS complaints, and recording questions: privacy@servicepilotpro.xyz or 821 Alden Rd, Paramus, NJ 07652. We may update this policy; the effective date above will change and material changes will be communicated through the service or email.