1. Introduction
Welcome to Chel ("we," "our," or "us"). We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform and services.
By using Chel, you agree to the collection and use of information in accordance with this policy. If you do not agree with our policies and practices, do not use our services.
2. Information We Collect
2.1 Personal Information
We may collect personal information that you provide directly to us, including:
- Name, email address, and contact information
- Account credentials and authentication information
- Company information and business details
- Payment and billing information
- Property addresses and service locations
- Service preferences and requirements
2.2 Usage Information
We automatically collect information about how you use our platform:
- Log data including IP addresses, browser type, and operating system
- Pages visited, time spent on pages, and navigation patterns
- Device information and mobile device identifiers
- Location data (with your permission)
- Service usage statistics and performance metrics
2.3 Third-Party Information
We may receive information from third-party services and partners:
- Payment processors (Stripe) for transaction processing
- Geocoding services for address verification
- Communication platforms for notifications
- Analytics services for platform improvement
3. How We Use Your Information
We use the information we collect for the following purposes:
- Provide and maintain our services
- Process transactions and manage billing
- Communicate with you about services and support
- Match customers with appropriate service providers
- Improve our platform and develop new features
- Ensure security and prevent fraud
- Comply with legal obligations
- Send marketing communications (with your consent)
4. Information Sharing and Disclosure
We may share your information in the following circumstances:
4.1 Service Providers
We share information with trusted third-party service providers who assist us in operating our platform:
- Payment processing services
- Cloud hosting and data storage providers
- Customer support and communication tools
- Analytics and performance monitoring services
4.2 Platform Users
Limited information may be shared between platform users to facilitate services:
- Customer contact information with matched contractors
- Service location details for work coordination
- Service history and ratings (anonymized when possible)
4.3 Legal Requirements
We may disclose information when required by law or to protect our rights and safety.
5. Data Security
We implement appropriate technical and organizational measures to protect your personal information:
- Encryption of data in transit and at rest
- Regular security assessments and monitoring
- Access controls and authentication requirements
- Secure payment processing through PCI-compliant providers
- Regular backups and disaster recovery procedures
However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.
6. Your Rights and Choices
You have certain rights regarding your personal information:
- Access: Request access to your personal information
- Correction: Request correction of inaccurate information
- Deletion: Request deletion of your personal information
- Portability: Request a copy of your information in a portable format
- Opt-out: Unsubscribe from marketing communications
- Objection: Object to certain processing of your information
To exercise these rights, please contact us using the information provided below. We will respond to your request within a reasonable timeframe.
6.1 Email and Text Messaging Opt-In/Opt-Out Rights
We respect your communication preferences and provide clear options for managing how we contact you:
Opt-In Requirements
- Email Communications: We will only send you marketing emails after you have explicitly opted in through account registration, subscription forms, or preference settings
- Text/SMS Messaging: We will only send you text messages after you have provided explicit consent by:
- Checking an opt-in box during registration
- Responding "YES" to an initial opt-in text message
- Enabling SMS notifications in your account settings
- Service-Related Communications: Essential communications related to your account, orders, and safety notifications may be sent regardless of marketing preferences
Types of Communications
Email Communications May Include:
- Service updates and notifications
- Account and billing information
- Marketing promotions and special offers
- Newsletter and industry updates
- Safety alerts and system notifications
Text/SMS Messages May Include:
- Appointment reminders and confirmations
- Service status updates
- Emergency notifications and safety alerts
- Two-factor authentication codes
- Marketing promotions (only with explicit consent)
Your Opt-Out Rights
You can opt out of communications at any time using these methods:
Email Opt-Out Options:
- Click the "Unsubscribe" link in any marketing email
- Log into your account and update email preferences
- Reply "UNSUBSCRIBE" to any marketing email
- Contact us directly at privacy@chel.com
Text/SMS Opt-Out Options:
- Reply "STOP" to any text message to opt out completely
- Reply "HELP" for assistance with text messaging
- Update SMS preferences in your account settings
- Contact customer support for immediate opt-out
Important Messaging Information
- Message Frequency: Message frequency varies based on your service usage and preferences. You can receive up to 10 messages per month for marketing, and unlimited service-related messages
- Message and Data Rates: Standard message and data rates may apply. Check with your mobile carrier for details
- Carrier Support: We support all major carriers including Verizon, AT&T, T-Mobile, and Sprint
- Opt-Out Processing: Opt-out requests are processed within 24-48 hours
- Essential Communications: Even after opting out of marketing messages, you may still receive essential service communications related to your account, safety, or legal requirements
Communication Preferences Management
You have granular control over your communication preferences:
- Account Settings: Access your communication preferences through your account dashboard
- Selective Opt-Out: Choose to receive only specific types of communications (e.g., service updates but not marketing)
- Frequency Control: Adjust how often you receive non-essential communications
- Channel Preferences: Choose whether to receive communications via email, SMS, push notifications, or in-app messages
Third-Party Marketing
We do not sell, rent, or share your email address or phone number with third parties for their marketing purposes without your explicit consent. Any marketing communications you receive will be directly from Chel or our authorized service partners acting on our behalf.
7. Data Retention
We retain personal information for as long as necessary to provide our services and fulfill the purposes outlined in this policy. Specific retention periods include:
- Account information: While your account is active and for 7 years after closure
- Transaction records: 7 years for tax and legal compliance
- Service records: 5 years for quality assurance and dispute resolution
- Marketing data: Until you opt-out or 3 years of inactivity
- Log data: 2 years for security and platform improvement
8. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to enhance your experience and analyze platform usage:
- Essential cookies: Required for platform functionality
- Analytics cookies: Help us understand platform usage
- Preference cookies: Remember your settings and preferences
- Marketing cookies: Used for targeted advertising (with consent)
You can control cookies through your browser settings, but disabling certain cookies may limit platform functionality.
9. Third-Party Services
Our platform integrates with third-party services that have their own privacy policies:
- Stripe: Payment processing - Stripe Privacy Policy
- OpenRouteService: Geocoding and mapping services
- OneSignal: Push notifications - OneSignal Privacy Policy
- Vercel: Platform hosting - Vercel Privacy Policy
We recommend reviewing the privacy policies of these third-party services to understand their data practices.
10. Children's Privacy
Our services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will delete such information promptly.
11. International Data Transfers
Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place to protect your information in accordance with applicable data protection laws.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of significant changes by:
- Posting the updated policy on our platform
- Sending email notifications for material changes
- Displaying prominent notices on our platform
Your continued use of our services after any changes constitutes acceptance of the updated Privacy Policy.
13. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us:
Email: privacy@chel.com
Address: [Company Address]
Phone: [Contact Phone Number]
We will respond to your inquiry within 30 days of receipt.