Privacy Policy

This Privacy Policy describes how Hana Hou AC Heat Plumbing Electrical ("Hana Hou," "we," "us," or "our") collects, uses, discloses, and protects information about you when you visit our website, contact us, submit a service request, or otherwise interact with us.

By using our website or submitting your information, you agree to the terms of this Privacy Policy. If you do not agree, please do not use our services or submit personal information through our forms.

Company Information

This Privacy Policy applies to:

We are a licensed, insured, and family-owned home services company providing AC, heating, plumbing, and electrical services to residential and commercial customers.

Information We Collect

We collect information you provide directly to us and information collected automatically when you use our website.

Information You Provide

• Contact Information: First and last name, phone number, email address, and service address or zip code
• Service Request Details: Type of service needed, description of the issue, preferred appointment time
• Communication Preferences: Your consent choices for SMS/text and email communications (recorded at time of form submission)
• Payment Information: Billing details when you pay for services (processed through secure third-party payment processors; we do not store full card numbers)

Information Collected Automatically

• Log Data: IP address, browser type, operating system, referring URLs, pages visited, and timestamps
• Device Information: Device type, screen resolution, and browser settings
• Cookies and Tracking Technologies: See Section 8 for full details

SMS & Text Messaging

How We Obtain SMS Consent

We collect your consent to send SMS/text messages through the opt-in checkboxes on our service request form. Consent checkboxes are presented unchecked by default — you must actively choose to opt in. We maintain a record of your consent, including the date, time, and method of opt-in.

Types of Text Messages We Send

SMS Program Details

SMS Data We Collect

In connection with our SMS program, we collect and retain:

• Your mobile phone number and carrier information
• The date, time, and content of consent (opt-in)
• Delivery status of messages sent
• Opt-out records (STOP requests) with timestamps
• Inbound message content when you reply to our texts

No Sharing of SMS Consent Data

How We Use Your Information

We use the information we collect for the following purposes:

• Service Delivery: To schedule, dispatch, and fulfill your service requests
• Communication: To contact you about your service appointment, provide status updates, and follow up after service
• SMS & Text Messaging: To send you the types of text messages described in Section 3, based on your consent choices
• Marketing (with consent): To send promotional offers, seasonal discounts, and maintenance reminders if you have opted in
• Customer Support: To respond to your questions, complaints, and requests
• Business Operations: For billing, record-keeping, licensing compliance, and internal reporting
• Safety & Legal Compliance: To comply with applicable laws, regulations, legal processes, and industry standards
• Website Improvement: To analyze how our website is used and improve its functionality and content

How We Share Your Information

We do not sell your personal information. We may share your information only in the following limited circumstances:

• Service Providers: We use third-party tools to help deliver our services, including our CRM platform (GoHighLevel / LeadConnector), scheduling software, and payment processors. These providers access your data only to perform services on our behalf and are bound by confidentiality obligations.
• SMS Messaging Aggregators: To send text messages, your phone number is transmitted through our messaging platform to carrier networks. This transmission is necessary to deliver messages to your device. No SMS opt-in consent or personal data is shared with these parties for their own marketing use.
• Legal Requirements: We may disclose your information if required by law, court order, or government authority, or to protect our rights, safety, or property.
• Business Transfers: If Hana Hou is acquired, merged, or sold, your information may be transferred as part of that transaction. We will notify you before your information becomes subject to a different privacy policy.

Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

• Service Records: Retained for a minimum of 5 years for warranty, licensing, and legal compliance purposes
• SMS Consent Records: Retained for a minimum of 4 years from the date of opt-in or opt-out (CTIA best practice)
• Marketing Opt-Out Records: Retained indefinitely to honor your opt-out preference
• Website Analytics: Typically retained for 26 months, consistent with standard analytics data practices

You may request deletion of your personal data by contacting us (see Section 12). We will honor deletion requests except where retention is required by law or legitimate business necessity.

Your Rights & Choices

Depending on your location and applicable law, you may have the following rights regarding your personal information:

• Right to Know: Request a copy of the personal information we hold about you
• Right to Correct: Request correction of inaccurate personal information
• Right to Delete: Request deletion of your personal information, subject to legal exceptions
• Right to Opt Out of Marketing: Opt out of marketing emails or text messages at any time
• Right to Non-Discrimination: We will not deny you services or charge different prices because you exercised a privacy right

How to Exercise Your Rights

California Residents: If you are a California resident, you may have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including the right to know, delete, and opt out of the sale of personal information. We do not sell personal information. To submit a verified consumer request, contact us as described above.

Cookies & Tracking Technologies

Our website may use cookies, web beacons, pixels, and similar technologies to collect information about your browsing behavior. We use these technologies for:

• Essential Functions: Keeping forms functional and maintaining session state
• Analytics: Understanding how visitors use our site (e.g., Google Analytics)
• Advertising: Serving relevant ads on third-party platforms (e.g., Google Ads, Meta/Facebook pixel)

You can control cookies through your browser settings. Disabling cookies may affect the functionality of our website. You may also opt out of Google Analytics at tools.google.com/dlpage/gaoptout.

Children's Privacy

Our website and services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If we learn that we have inadvertently collected information from a child under 13, we will delete it promptly. If you believe we have collected such information, please contact us immediately.

Security

We implement reasonable administrative, technical, and physical security measures to protect your personal information from unauthorized access, disclosure, alteration, or destruction. Our CRM platform and messaging services use industry-standard encryption and access controls.

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. If you believe your information has been compromised, please contact us immediately.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other business reasons. When we make material changes, we will update the "Last Updated" date at the top of this page.

We encourage you to review this Privacy Policy periodically. Continued use of our website or services after changes are posted constitutes your acceptance of the revised policy.

Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us using any of the methods below: