1. About OnDuti
OnDuti is a messaging and operations platform used by residential home service businesses (“Service Providers” — HVAC, plumbing, electrical, and similar trades) to communicate with their customers. When you contact a Service Provider who uses OnDuti, or sign up to receive messages through the OnDuti messaging program, this policy describes how we handle your information.
2. Information We Collect
- Your name, mobile phone number, email address, and service address when you provide them
- The content of messages you send and receive through our platform (SMS, Facebook Messenger, Instagram DMs, web chat)
- Appointment details, service requests, quotes, and invoices
- Technical data such as timestamps, message delivery status, and webhook metadata from carriers
3. How We Use Your Information
We use your information solely to deliver the messaging and operations service, specifically to:
- Route your messages to the Service Provider you contacted and deliver their responses back to you
- Schedule, confirm, and remind you of appointments
- Follow up on quotes or estimates you've requested
- Send review requests after your service is complete
- Send seasonal maintenance reminders from the Service Provider you've previously used
- Maintain service quality, investigate abuse, and improve the platform
4. Information Sharing — SMS Program
We do not sell, rent, lease, or share your mobile phone number or any personal information with third parties for marketing or promotional purposes. Mobile information collected as part of the SMS program — including phone numbers and opt-in status — is not shared with any third party for marketing. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
Your information is shared only with the Service Provider you contacted, and with the vendors we rely on to operate the service (listed in section 5). Service Providers are bound by contract to use your information only to deliver services to you.
5. Service Providers and Subprocessors
We rely on the following vendors to operate the OnDuti platform:
- Twilio — SMS delivery and phone number provisioning
- Meta Platforms — Facebook Messenger and Instagram DM delivery
- Google — Calendar scheduling and Google Business Profile
- Anthropic and OpenAI — AI processing of message content to generate responses. Both providers operate under zero-data-retention terms; message content is not used to train their models.
- Intuit QuickBooks — quote and invoice lookup (when the Service Provider has connected their account)
- Supabase — database and authentication hosting
- Vercel — application hosting
- Stripe — Service Provider billing (does not process consumer payment information)
Each vendor is bound by its own privacy policy and data processing agreement.
6. Data Retention
We retain your conversation history and contact information for as long as necessary to deliver the service, comply with legal obligations, and resolve disputes. You may request deletion of your data at any time by emailing support@onduti.ai; we will remove your information within 30 days, subject to legal retention requirements.
7. Data Security
We use encryption in transit (TLS) and at rest, row-level tenant isolation in the database, scoped access controls, and regular security reviews. No system is perfectly secure; we will notify affected users of any breach as required by law.
8. Your Rights
- Access — request a copy of the information we hold about you
- Correction — request that we fix inaccurate information
- Deletion — request that we delete your data
- Opt out of SMS — reply STOP to any text message. We will send a single confirmation and no further messages unless you re-initiate contact.
- SMS help — reply HELP for assistance, or email support@onduti.ai
California, Virginia, Colorado, Connecticut, and Utah residents have additional rights under state law. Contact us at support@onduti.ai to exercise any of these rights.
9. Children
OnDuti is not directed to children under 13 and we do not knowingly collect information from them. If you believe a child has provided us information, contact us and we will delete it.
10. Changes
We may update this policy from time to time. Material changes will be communicated via the contact information on file. The “Effective” date above reflects the most recent update.
11. Contact
Privacy questions, data requests, or concerns: support@onduti.ai