Privacy Policy

1. Who this policy covers

We deal with two kinds of information:

• Account information about the locksmith companies that use LockDispatcher (“customers”) and their team members — owners, managers, dispatchers and technicians. For this information, we decide how it is used.
• End-customer information — details about the people who call or hire our customers, such as a driver locked out of a car. Our customers enter or collect this information through the Service. For it, we act as a service provider (processor): we process it on our customer’s behalf and under their instructions, and the locksmith company is responsible for its own privacy notices and consents.

If you are an end customer of a locksmith company that uses LockDispatcher, please contact that company about your information. We will help them respond to your request.

2. Information we collect

From our customers and their team members

• Account details: name, phone number, email address, role, and sign-in information such as one-time verification codes.
• Business details: company name, service area, state and time zone, business phone number, price lists, tax settings and team structure.
• Payment details: subscription and billing information, processed by Stripe. We do not store full card numbers; we keep only limited details such as the card brand, last four digits and billing status.

End-customer information our customers process in the Service

• Name, phone number, email address and service address.
• Vehicle details such as make, model, year and VIN, and photos taken for the job.
• Job details: service requested, notes, quotes, invoices, payments and job history.
• Call recordings when calls are answered by people or placed as outbound calls through the Service, and call recordings and transcripts when the AI receptionist handles a call (see section 5).
• Messages sent to and from the end customer, such as job updates and review requests.

Collected automatically

• Technician location while a technician is on duty with an active job (see section 6).
• Usage and device information: pages viewed, features used, browser and device type, IP address, and similar diagnostic data. On our website and in the app we use Vercel Web Analytics, which is cookieless: it counts page views and a few named actions (such as opening the early-access form) without cookies and without tracking you across sites. Links to quotes and payment pages are shortened before they are counted, so their access codes are not sent.
• No session recording. We do not use session-replay, heatmap or keystroke-logging tools. We do not record your screen, mouse movements or what you type on our website or in the app.
• Fonts. The fonts on our website are hosted on our own servers. Loading a page does not send your IP address to a font provider such as Google Fonts.

From our website

If you join our early-access list, we collect your work email, company name, fleet size, and (optionally) a phone number, plus basic information about how you reached us, such as the referring page or campaign. To prevent spam and abuse, we also record your browser type (user agent) and a hashed (not readable) version of your IP address. We use this information only to contact you about LockDispatcher early access and to protect the form.

Every marketing email we send (for example, an early-access announcement) includes our postal address and a one-click unsubscribe link. When you unsubscribe, we keep only a hashed (not readable) form of your email address, so that we don’t email you again. Account emails, such as sign-in codes, are not marketing and are not affected.

3. How we use information

• To provide the Service: answering calls, creating and dispatching jobs, sending job updates, preparing quotes and invoices, recording payments and producing reports.
• To create and secure accounts, verify phone numbers and email addresses, and prevent fraud and abuse.
• To process subscription payments and manage billing.
• To provide support and send service notices, such as security alerts and changes to our terms.
• To maintain, debug and improve the Service, including measuring how features are used.
• To comply with the law and enforce our Terms of Service.

We use end-customer information only to provide the Service to the locksmith company that controls it. We do not sell personal information, and we do not share it for cross-context behavioral advertising.

4. SMS text messages

LockDispatcher sends text messages on behalf of the locksmith companies that use it, and to our own users:

• Job updates to end customers: booking confirmations, “technician on the way” and “technician arrived” notices, receipts, and review requests after a completed job.
• Account messages to our users: one-time verification codes for signing in and team invitations.

Consent to receive job-related texts is collected by the locksmith company — for example when a customer calls or books a job and provides a mobile number — or, for account messages, when a user signs up or is invited.

Phone numbers are shared only with the SMS provider that delivers the messages (see section 7), and only to deliver them.

5. Call recording and transcripts

Calls handled by the AI receptionist may be recorded and transcribed so the job can be created correctly, reviewed by the locksmith company, and used to resolve disputes and improve call handling for that company.

Calls to a company’s LockDispatcher number that are answered by people, voicemail messages, and outbound calls made through the Service may also be recorded through our telephony provider, Twilio.

Each locksmith company configures a recording disclosure, which is played as configured by the company: at the start of an incoming call, and to the customer before an outbound call is connected. Some states require the consent of everyone on the call before it is recorded. The business customer is responsible for enabling the disclosure where required and for complying with the recording laws that apply to its calls.

Recordings and transcripts belong to the locksmith company’s account and are handled under its instructions, like other end-customer information.

6. Technician location

The technician app shares a technician’s location only while the technician is on duty with an active job. It is used to show progress on the dispatch map, estimate arrival times, mark a job “Arrived” when the technician is near the address, and record time on site. Location is not collected when no job is active.

7. How we share information

We share information only as needed to run the Service, with service providers (subprocessors) that are bound to protect it and use it only on our instructions:

• Hosting: Vercel.
• Database: Neon.
• Voice AI and telephony providers that answer, record and transcribe calls for the AI receptionist.
• SMS and telephony provider: Twilio, which sends text messages and carries and records calls.
• Email provider for sign-in codes and service emails.
• Payments: Stripe.
• Analytics: Vercel Analytics.

We may also share information: with the locksmith company that controls it (for example, a technician’s job activity is visible to their company); when required by law or to protect rights, safety and the Service; and as part of a merger, acquisition or sale of assets, subject to this policy. We do not sell personal information.

8. Data retention

We keep account and business information while the account is active. End-customer information, recordings and transcripts are kept for as long as the locksmith company keeps them in its account, or until the company asks us to delete them. Recordings of calls made through a company’s LockDispatcher number are deleted automatically after the retention period the company sets (365 days by default). After an account is closed, we delete or de-identify its data within a reasonable period, except where we must keep certain records (such as billing records) to meet legal, tax or accounting obligations, resolve disputes, or enforce our agreements.

9. Security

We use administrative, technical and physical safeguards designed to protect information, including encryption in transit, access controls based on roles, separation of each company’s data at the database level, and audit logs of important actions. No system is perfectly secure, so we cannot guarantee absolute security. If we learn of a breach that affects your information, we will notify you as required by law.

10. Export and deletion

Your data is yours. A locksmith company can ask us at any time — including when it leaves LockDispatcher — to export all of its data (customers, jobs, payments and call records) as CSV or JSON files, or to delete it. Send requests from the account owner’s email or phone to support@lockdispatcher.com.

11. Your privacy rights

Depending on where you live — including California and other US states with consumer privacy laws — you may have the right to:

• Access the personal information we hold about you and learn how we use it;
• Delete your personal information;
• Correct inaccurate personal information;
• Opt out of the sale or sharing of personal information — we do not sell or share personal information, so there is nothing to opt out of;
• Not be treated differently for exercising these rights.

To make a request, email support@lockdispatcher.com. We will verify your request before acting on it, and you may use an authorized agent. If your information was provided to us by a locksmith company, we will forward your request to that company and help it respond.

12. Children

The Service is for businesses and adults (18 or older). It is not directed to children under 13 (or under 16 where local law sets a higher age), and we do not knowingly collect personal information from children. The person who creates a company account confirms they are 18 or older and setting it up for a business, and team members confirm they are 18 or older when they join. If you believe a child has given us information, contact us at support@lockdispatcher.com and we will delete it.

13. Changes to this policy

We may update this policy from time to time. We will change the “Last updated” date above and, for material changes, notify account owners by email or in the app before the change takes effect.

14. Contact us

Questions or requests about privacy: support@lockdispatcher.com.