Privacy Policy

1. Introduction

This Privacy Policy explains how Tracwave Inc. ("Tracwave," "we," or "us") collects, uses, discloses, and protects information when you access or use our website, applications, and related services (the "Service").

2. Scope & Definitions

• "Personal Information" means information that identifies, relates to, or can reasonably be linked to an individual.
• "Account Owner" means the individual or organization that creates or administers a Tracwave account.
• "Customer Data" means information, content, and files submitted to the Service by or on behalf of an Account Owner (including information about customers, technicians, properties, appointments, invoices, photos, notes, and messages).
• Tracwave controls Personal Information collected for our own account, website, security, billing, and support purposes. For Customer Data processed on an Account Owner’s instructions, the Account Owner is the controller or business and Tracwave acts as its processor or service provider.
• This Privacy Policy applies to the Service. It does not cover third-party websites, services, or integrations you choose to use.

3. Information We Collect

• Account and profile information (such as name, date of birth, business name and address, email, phone number, authentication details, and role/permissions).
• Billing and transaction information. Payment card data is processed by our payment providers (e.g., Stripe); we do not store full card numbers.
• Customer Data you upload or create in the Service (such as customer/property details, schedules, quotes, invoices, notes, photos, and communications).
• Mobile features may, with your permission, access the camera, microphone, media library, notifications, and foreground location to capture or upload photos, videos, and audio; deliver alerts; center maps; and provide visit-proximity warnings. We do not track location in the background.
• Device, usage, and diagnostic information (such as IP address, device or push identifiers, browser type, app version, cookies, analytics events, and activity or security logs).
• Support and communications (such as messages you send to support and diagnostic information you choose to provide).
• We obtain information from you, Account Owners and their authorized users, your device or browser, and providers or integrations you direct us to use.

4. How We Use Information

• Provide, maintain, and improve the Service (including scheduling, billing, routing, and customer/technician portals).
• Authenticate users, enforce permissions, and prevent abuse, fraud, or security incidents.
• Process payments, manage subscriptions, send transactional notices, and provide support.
• Analyze performance and usage, remember preferences, and communicate product updates or marketing where permitted by law and your choices.
• Comply with legal obligations and enforce our Terms of Service.

5. Legal Bases (Where Applicable)

• Contract: to provide the Service you request and administer your account.
• Legitimate interests: to secure the Service, prevent fraud, and improve product functionality.
• Consent: where required for certain communications or optional technologies.
• Legal obligations: to comply with applicable laws, lawful requests, and regulatory requirements.

6. How We Share Information

• Service providers and subprocessors that help us operate the Service (such as hosting, authentication, email delivery, analytics where enabled, and customer support).
• Payment processing partners (such as Stripe) to process transactions and prevent fraud.
• Account Owners, their authorized users, and recipients you direct us to contact or share information with through the Service.
• Legal and safety disclosures when we believe disclosure is required by law or necessary to protect Tracwave, our users, or the public.
• Business transfers in connection with a merger, acquisition, financing, reorganization, or sale of assets.
• We do not sell Personal Information or share it for cross-context behavioral advertising.
• No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties.

7. International Processing

Tracwave is based in the United States. We and our providers may process information in the United States and other countries where they operate. Where required, we use contractual or other lawful safeguards for international transfers.

8. Data Retention

Retention depends on the information, account status, and why it is needed. We keep account and Customer Data while providing the Service; transaction, consent, security, and support records as needed for legal, fraud-prevention, dispute, and business-record purposes; and backups until overwritten under normal cycles. We delete or de-identify information when it is no longer reasonably needed, subject to legal obligations.

9. Security

We implement administrative, technical, and organizational safeguards designed to protect information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your credentials and for activity that occurs under your account.

10. Your Rights & Choices

• Depending on where you live, you may have rights to know or confirm processing; access, correct, delete, anonymize, restrict, object to, or export Personal Information; withdraw consent; and appeal a denied request or complain to a regulator.
• We will not discriminate against you for exercising a privacy right. We may verify your identity, account authority, or authorized-agent status and may deny or limit requests where permitted by law.
• Marketing choices: you can opt out of non-transactional emails by following unsubscribe instructions (transactional/service emails may still be sent).
• Analytics and cookie choices: use our consent controls or your browser settings (see our Cookie Policy).
• Submit a request through our Contact page or at contact@tracwave.com. To appeal, reply to our decision with the subject “Privacy Appeal.” If your information was submitted by an Account Owner, contact that Account Owner first; we assist it as required.

11. Cookies & Analytics

We use cookies and similar technologies to keep you signed in, protect the Service, remember preferences, and measure performance and usage. Optional analytics are controlled through our consent tools where required. See our Cookie Policy for details.

12. Third-Party Services

The Service may integrate with third-party services (for example, payment processors). Their processing is governed by their own privacy policies, and your use of third-party services is at your discretion.

13. Business Transfers

If Tracwave is involved in a business transaction (such as a merger, acquisition, or sale of assets), information may be transferred as part of that transaction, subject to appropriate confidentiality and security protections.

14. Children’s Privacy

The Service is not directed to children, and Tracwave accounts are for people age 18 or older. An Account Owner may submit Customer Data about other people; it is responsible for having a lawful basis to do so. We do not knowingly collect Personal Information directly from children.

If you believe a child has provided Personal Information to Tracwave, contact us at contact@tracwave.com so we can take appropriate steps.

15. Changes to This Policy

We may update this Privacy Policy. We will post the revised version, update its effective date, and provide additional notice or obtain consent when required by law.

16. Contact Us

Questions or privacy requests can be submitted through our Contact page, emailed to contact@tracwave.com, or mailed to Tracwave Inc., 6753 Bridgewater Village Rd, Windermere, FL 34786-7398, United States.