Effective Date: 2/28/2026
Last Updated: 2/28/2026
1. INTRODUCTION
NeighborStack LLC ("we," "us," or "our") operates an AI-powered communication platform that helps contractors manage customer interactions. This Privacy Policy explains how we collect, use, and protect information when you use our Service.
Important: NeighborStack acts as a Data Processor for customer communications. The contractors who use our Service are the Data Controllers responsible for their customer relationships.
2. INFORMATION WE COLLECT
2.1 Contractor Account Information
When contractors sign up for our Service, we collect:
- Business name and contact information
- Owner/manager names and email addresses
- Business phone numbers and addresses
- Payment and billing information
- Service offerings and pricing information
2.2 End User Communications (Processed on Behalf of Contractors)
When customers contact contractors through our platform, we process:
- Voice Recordings: Phone conversations for AI analysis and quality assurance
- Phone Numbers: Customer phone numbers for identification and follow-up
- Names and Contact Information: As provided during conversations
- Service Requests: Details about requested services, property information
- Communication Content: Messages, emails, and conversation transcripts
2.3 Technical Information
We automatically collect:
- IP addresses and device information
- Usage patterns and platform interactions
- Performance metrics and error logs
- Cookie and session data
3. HOW WE USE INFORMATION
3.1 Service Provision
We use information to:
- Process customer communications through AI technology
- Qualify leads and extract relevant business information
- Route communications to appropriate contractors
- Provide transcription and conversation analysis
- Generate performance reports and analytics
3.2 AI Processing and Improvement
- Real-time AI Analysis: Customer communications are processed by AI to understand intent and extract information
- Service Improvement: Aggregated, anonymized data helps improve AI performance
- Quality Assurance: Recordings may be reviewed to ensure service quality
3.3 Business Operations
- Account management and customer support
- Payment processing and billing
- Legal compliance and fraud prevention
- Platform security and technical maintenance
4. 🤖 AI TECHNOLOGY AND DATA PROCESSING
4.1 Third-Party AI Providers
We use OpenAI and other AI providers to process communications.
This means:
- Customer conversations are sent to OpenAI for AI analysis
- OpenAI processes voice and text data according to their privacy policy
- We have data processing agreements with AI providers to protect customer data
- AI providers may use data to improve their services (subject to their policies)
4.2 AI Data Processing Scope
AI technology processes customer communications to:
- Understand customer needs and service requests
- Extract contact information (names, phone numbers, addresses)
- Determine service requirements and urgency
- Generate appropriate responses and follow-up actions
- Score lead quality for contractors
4.3 AI Processing Limitations
Important Disclaimers:
- AI processing may be inaccurate or incomplete
- AI may misinterpret customer communications
- We cannot guarantee the accuracy of AI-extracted information
- AI responses are generated automatically and may not always be appropriate
5. INFORMATION SHARING
5.1 Contractor Access
- Contractors have full access to their customer data processed through our platform
- Customer information is shared with the specific contractor the customer contacted
- Contractors are responsible for their own use of customer data
5.2 Third-Party Service Providers
We share information with:
- OpenAI: For AI processing of conversations and messages
- Twilio: For telecommunications and messaging services
- Payment Processors: For subscription billing and payment processing
- Cloud Providers: For secure data storage and platform hosting
5.3 Legal Requirements
We may disclose information when required by:
- Legal process (subpoenas, court orders)
- Government investigations or regulatory requests
- Protection of our rights or safety of others
- Compliance with applicable laws
6. 🔐 DATA SECURITY
6.1 Technical Safeguards
We implement industry-standard security measures:
- Encryption: Customer personal information is encrypted at rest using AES-256
- Access Controls: Limited access to customer data on a need-to-know basis
- Secure Transmission: All data transmitted using HTTPS/TLS encryption
- Regular Security Audits: Ongoing monitoring and security assessments
6.2 Administrative Safeguards
- Employee training on data protection procedures
- Background checks for personnel with data access
- Incident response procedures for security breaches
- Regular review and updates of security policies
7. DATA RETENTION
7.1 Customer Communication Data
- Voice Recordings: Retained for up to 2 years or as configured by contractor
- Conversation Transcripts: Retained for business record purposes
- Customer Contact Information: Retained while contractor relationship is active
- Lead Information: Retained according to contractor's business needs
7.2 Data Deletion
- Contractors may request deletion of their customer data
- End users may request deletion through the contractor they contacted
- We will delete data within 30 days of verified deletion requests
- Some data may be retained longer for legal or business continuity purposes
8. YOUR RIGHTS
8.1 End User Rights
If you contacted a contractor through our platform, you have rights regarding your information:
- Access: Request information about data we process on the contractor's behalf
- Correction: Request correction of inaccurate information
- Deletion: Request deletion of your personal information
- Opt-out: Request to stop receiving communications
To Exercise Rights: Contact the contractor you spoke with directly, or email us at privacy@neighborstack.com
8.2 Contractor Rights
Contractors have additional rights regarding their account:
- Access and download their customer data
- Correct or update account information
- Delete their account and associated customer data
- Export customer data in standard formats
9. 📞 CALL RECORDING SPECIFIC INFORMATION
9.1 Recording Practices
- All calls may be recorded for quality assurance and AI processing
- Recording consent is obtained through automated prompts
- Recordings are stored securely and access is limited
- Contractors are responsible for compliance with local recording laws
9.2 Recording Retention
- Voice recordings retained according to contractor preferences
- Recordings may be transcribed and the transcript retained longer than audio
- Recordings may be deleted automatically after specified periods
10. REGIONAL PRIVACY RIGHTS
10.1 For EU Data Subjects (GDPR)
- We process data under lawful bases (legitimate interest, consent, contract)
- EU residents have additional rights under GDPR
- We provide mechanisms for GDPR compliance
- International data transfers include appropriate safeguards
10.2 For California Residents (CCPA)
- California residents have rights to know, delete, and opt-out
- We do not sell personal information
- We provide specific CCPA disclosure and request procedures
11. CHILDREN'S PRIVACY
Our Service is not intended for individuals under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware of such collection, we will take steps to delete the information.
12. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy to reflect changes in our practices or applicable laws. We will:
- Post updated policies on our website
- Notify contractors of material changes via email
- Continue processing under previous policy until contractors accept changes
13. CONTACT INFORMATION
13.1 Privacy Questions
For privacy-related questions or requests:
- Email: privacy@neighborstack.com
- Company: NeighborStack LLC
- Response Time: We aim to respond within 30 days
13.2 Regulatory Complaints
You may also contact relevant data protection authorities:
- EU: Your local Data Protection Authority
- California: California Attorney General's Office
- Other Jurisdictions: Applicable privacy regulators
BY USING THE SERVICE, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THIS PRIVACY POLICY.