Privacy Policy — Lucky's Reliable Home Services

Plain-English summary: We collect only what we need to schedule, perform, and bill your service. We never sell your data. Payment info goes straight to Stripe (PCI-compliant) and never touches our servers. SMS and marketing messages require your explicit opt-in.

1. Who We Are

This Privacy Policy describes how Lucky's Reliable Home Services ("we", "our", "us") collects, uses, and protects personal information when you interact with us — whether you're booking an appointment online, receiving service from one of our technicians, or communicating with our office. We are a Florida-licensed home services company providing HVAC, plumbing, electrical, and septic work to residential and commercial customers in the Tampa Bay region and surrounding counties.

2. Information We Collect

We collect the following categories of information:

Contact infoName, phone, email, mailing/service address — used for scheduling, communications, and invoicing.

Service detailsJob notes, equipment descriptions, photos taken on-site, service history.

Payment infoCard last 4 + Stripe customer ID. Full card numbers never reach our servers — they go directly to Stripe.

CommunicationsSMS, email, and recorded phone calls between you and our office or technicians.

Property dataAddress, parcel info, public records (county tax data, permit history) where relevant to estimating work.

Technical dataIP address and browser type when you use the online booking widget, used for session management and fraud prevention only.

3. How We Use Your Information

Schedule, dispatch, and perform the service you booked
Process payments and send invoices/receipts
Send transactional communications: booking confirmations, technician arrival updates, payment receipts, review requests
Send marketing communications — only if you opt in at booking or in your account settings
Respond to questions, warranty claims, and disputes
Comply with legal obligations: tax records, contractor licensing requirements, permit filings
Improve our service quality and operations

4. SMS & Email Consent

By providing your phone number and checking the consent box during booking, you agree to receive text messages from us about your appointment. These include:

Transactional: booking confirmations, "tech on the way" updates, invoice delivery, payment receipts, and review requests. Required to deliver service.
Marketing: seasonal promotions, maintenance reminders, special offers. Sent only if you opt in separately.

Reply STOP to any message at any time to opt out. Reply HELP for support, or call us at (813) 576-1245. Message frequency varies. Standard message and data rates may apply. Consent to marketing messages is not a condition of purchase.

5. Third Parties We Use

We share data with the following service providers strictly to deliver our service to you. We do not sell your personal information to anyone, ever.

Stripe — payment processing. Card details, billing info. stripe.com/privacy
Twilio — SMS delivery and recorded calls. Phone numbers, message bodies, call audio. twilio.com/legal/privacy
Google Workspace — email delivery and calendar integration. Email content, basic contact info.
Yardi — payment statements from property management customers. Invoice numbers and remittance details only.
Property records APIs — public-records lookups (parcel info, ownership, permits) for estimating purposes.

We may also disclose information when required by law (subpoena, court order, regulatory investigation) or to protect against fraud, abuse, or safety threats.

6. Data Retention

We retain your information for as long as needed to provide service, comply with legal and tax obligations, resolve disputes, and enforce our agreements. Specifically:

Customer records, invoices, jobs — at least 7 years (IRS and Florida tax law).
Service photos, technician notes, written estimates — at least 5 years (warranty and liability windows).
SMS/email logs and call recordings — 2 years for transactional messages; 6 months for marketing-only logs unless retention is required for a dispute.
Payment tokens (Stripe) — kept while your account is active; removed within 30 days of a written deletion request unless required for an open balance.

7. Your Rights

You have the right to:

Access the information we hold about you
Correct inaccurate or incomplete data
Delete your personal information, subject to legal retention requirements above
Opt out of marketing communications at any time (reply STOP to SMS, click unsubscribe in email)
Receive a copy of your data in a portable format
Decline the use of cookies or session storage in our booking widget — note this may break booking functionality

To exercise any of these rights, contact us at (813) 576-1245. We will respond within 30 days.

8. Children

Our services are intended for adults arranging home repair work on residential or commercial property. We do not knowingly collect information from anyone under 13. If you believe a child has submitted information through our site, contact us and we will delete it promptly.

9. Security

We protect your information with industry-standard safeguards:

HTTPS/TLS encryption for all online interactions
Stripe handles all card data — we never store full card numbers (PCI-DSS compliant)
Database access restricted to authorized employees with individual logins
Server systems patched regularly and protected by firewalls
Audit logging of every change to customer records

No system is 100% secure. If we discover a breach affecting your data, we will notify you in accordance with Florida law.

10. Cookies & Tracking

Our booking widget uses only essential session cookies to remember your booking progress as you move through the steps. We do not use third-party advertising trackers, behavioral profiling, or cross-site tracking on the booking widget or terms/privacy pages. If we add analytics tools in the future, we will update this policy.

11. California, Virginia, and Other State Residents

If you reside in a state with consumer-privacy law (California — CCPA/CPRA; Virginia — VCDPA; similar laws in other states), you have additional rights including the right to know what categories of data we collect, the right to non-discrimination if you exercise your privacy rights, and (for sale of data, which we do not engage in) the right to opt out. Florida's online consumer protections also apply. Contact us as described above to exercise any of these rights.

12. Changes to This Policy

We may update this Privacy Policy from time to time. The latest version is always at this page with the "Last updated" date above. For material changes that significantly affect your rights, we will give 30 days' notice by email or SMS before they take effect.

13. Contact

Lucky's Reliable Home Services
Phone: (813) 576-1245
Service area: Florida — Tampa Bay region and surrounding counties.