Privacy Policy

Dispatch Orbit ("we," "our," or "us") operates the field service management platform available at dispachorbit.com. This Privacy Policy explains how we collect, use, disclose, and protect your information when you use our services.

By creating an account or using Dispatch Orbit, you agree to the practices described in this policy. If you do not agree, please do not use our services.

1. Information We Collect

1.1 Account Information

• Full name, email address, and password (encrypted via bcrypt)
• Company name, phone number, and industry type
• Billing information (processed securely by Stripe — we do not store card numbers or CVV codes)

1.2 Business Data You Enter

When you use Dispatch Orbit, you input business data including:

• Customer records (names, addresses, phone numbers, emails)
• Work orders and job details
• Invoices, estimates, and payment records
• Employee and technician information
• Photos, notes, checklists, and equipment records
• Lead and pipeline data

1.3 Automatically Collected Data

• IP address and browser type
• Pages visited and features used (via Google Analytics)
• Device type and operating system
• Log data and error reports (via Sentry)
• Session recordings and heatmaps (via Microsoft Clarity)
• Advertising interactions (via Meta Pixel)

1.4 Technician Location

The technician field app reports the device’s location so the business can see where its team is on the dispatch map. This applies only to technicians signed in to the field app — not to office users, and not to your customers.

• What is stored: latitude, longitude, an accuracy radius, and the time of the reading.
• When: only while the field app is open on the device. Closing the app stops it. The browser asks the technician for permission first, and declining or later revoking it in the browser’s settings stops it as well.
• How often: at most once every 30 seconds, and normally about every two minutes — sooner if the device has moved roughly 75 metres or more.
• No history is kept. Each reading overwrites the one before it, so what is stored is the last known position and not a record of where the technician has been.
• Who can see it: only signed-in users of that technician’s own company. Technicians can see their own position; no other business can see it.
• Deletion: removing a technician deletes their stored position with them, and it can be cleared on request at any time.

Where the law requires an employer to notify or obtain consent from employees before collecting location data, that obligation belongs to the business operating the account, not to Dispatch Orbit.

1.5 Communications Data

• Emails sent through or to the platform (via Resend)
• SMS messages dispatched through the platform (via Twilio)
• AI voice call transcripts (via Vapi.ai, for AI Receptionist feature users)
• Live chat messages (via Crisp)

2. Platform Administrator Access

3. How We Use Your Information

• Provide the Service: To operate, maintain, and improve Dispatch Orbit
• Customer Support: To respond to your questions and resolve issues
• Billing: To process subscription payments through Stripe
• Communications: To send service updates, security alerts, and important notices
• Marketing Emails: To send promotional messages (you may unsubscribe at any time; see Section 9)
• Analytics: To understand how our platform is used and improve features
• Advertising: To measure ad performance and show relevant ads (Meta Pixel)
• Legal Compliance: To comply with applicable laws and regulations
• Security: To detect, prevent, and address fraud or security issues
• AI Features: To power AI Receptionist call handling and Smart Paste data extraction (Vapi.ai)

4. Third-Party Service Providers

We share your data only with service providers who help us operate our platform ("data processors"). Each is bound by confidentiality obligations and applicable data protection law:

We may also share data with law enforcement or government agencies when required by valid legal process (court order, subpoena, or applicable law).

5. Data Retention

• Active accounts: Data is retained for the duration of your subscription
• Cancelled accounts: Data is retained for 90 days after cancellation, then permanently deleted (you may export data during this window)
• Billing records: Retained for 7 years as required by applicable tax law
• Marketing email logs: Retained for 3 years, then purged
• Error and security logs: Retained for 12 months
• Immediate deletion: You may request immediate deletion by contacting privacy@dispachorbit.com (note: billing records subject to legal retention requirements cannot be deleted early)

6. Your Rights

Depending on your location, you have the following rights regarding your personal data:

• Access: Request a copy of the personal data we hold about you
• Correction: Update or correct inaccurate information
• Deletion: Request deletion of your account and all associated personal data
• Portability: Receive your business data in a machine-readable format (JSON/CSV)
• Opt-out of marketing: Unsubscribe from marketing emails at any time via the unsubscribe link in any email or by emailing privacy@dispachorbit.com
• Restriction: Request restriction of processing in certain circumstances

To exercise any of these rights, contact: privacy@dispachorbit.com. We will respond within 45 days. For verified requests, there is no fee for the first request per 12-month period.

7. Data Security

We implement industry-standard security measures to protect your data:

• All data encrypted in transit using TLS 1.2+ (HTTPS enforced via HSTS)
• Data encrypted at rest using AES-256 (managed by Supabase/AWS)
• Authentication handled by Supabase Auth with bcrypt password hashing
• Row Level Security (RLS) enforced at the database level — each account can only access its own data
• Payment card data handled exclusively by Stripe (PCI DSS Level 1 certified) — we never store card numbers, CVV, or full PAN
• Access to production systems strictly limited to authorized personnel on a need-to-know basis
• Security monitoring via Sentry for real-time error and intrusion detection

No method of transmission over the Internet is 100% secure. We cannot guarantee absolute security, but we strive to protect your information using commercially reasonable means. In the event of a data breach affecting your rights, we will notify you as required by applicable law.

8. Cookies and Tracking Technologies

We use the following categories of cookies and similar technologies:

8.1 Essential / Functional Cookies

Required for the platform to function. Cannot be disabled without breaking core features.

• Session cookies (Supabase Auth): Maintain your login state
• localStorage: Store your session token and preferences (not transmitted to servers)
• Crisp chat session: Maintain support chat continuity

8.2 Analytics Cookies

Help us understand how visitors use our site. You may opt out via cookie consent banner.

• Google Analytics (GA4) — _ga, _ga_*, _gid: Page view tracking, anonymized
• Microsoft Clarity — _clsk, _clck: Session recording and heatmaps

8.3 Advertising Cookies

Used to measure ad effectiveness. You may opt out via cookie consent banner.

• Meta Pixel — _fbp, _fbc: Facebook/Instagram ad attribution

8.4 How to Opt Out

• Click "Reject Non-Essential" on our cookie consent banner (shown on first visit)
• Use your browser settings to block or delete cookies
• Install the Google Analytics Opt-Out Browser Add-On
• Visit NAI Opt-Out for advertising cookies
• California residents: See Do Not Sell My Personal Information

9. CAN-SPAM Act Compliance — Marketing Emails

Dispatch Orbit complies with the CAN-SPAM Act (15 U.S.C. § 7701 et seq.):

• All marketing emails identify Dispatch Orbit as the sender
• The subject line accurately reflects the content of the email
• Our physical mailing address is included in every marketing email
• Every marketing email contains a clear, functioning unsubscribe link
• Unsubscribe requests are honored within 10 business days
• We do not use deceptive headers or misleading "from" addresses
• Transactional emails (receipts, security alerts, service notices) are exempt from opt-out requirements under CAN-SPAM but you may contact us if you have concerns

To unsubscribe from all marketing emails: click the unsubscribe link in any email, or email privacy@dispachorbit.com with subject "Unsubscribe."

10. Children's Privacy (COPPA)

Dispatch Orbit is a business software platform intended exclusively for use by business owners and their employees. Our services are not directed at children under the age of 13. We do not knowingly collect personal information from anyone under 13 years of age. If we become aware that we have inadvertently collected personal data from a child under 13, we will delete it promptly. If you believe a child under 13 has provided us with personal information, please contact us at privacy@dispachorbit.com.

11. CCPA — California Consumer Privacy Act

If you are a California resident, the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) grant you the following rights in addition to the rights described above:

11.1 Right to Know

You have the right to request disclosure of:

• The categories and specific pieces of personal information we have collected about you
• The categories of sources from which we collected your personal information
• The business or commercial purpose for collecting your personal information
• The categories of third parties with whom we share your personal information

11.2 Right to Delete

You have the right to request deletion of your personal information, subject to certain exceptions (such as legally required retention of billing records).

11.3 Right to Correct

You have the right to request correction of inaccurate personal information we hold about you.

11.4 Right to Opt-Out of Sale or Sharing

You have the right to direct us not to sell or share your personal information. We do not sell your personal information and have not done so in the preceding 12 months. We do share data with advertising partners (Meta Pixel) for cross-context behavioral advertising, which may constitute "sharing" under the CPRA. You may opt out of this sharing at: Do Not Sell or Share My Personal Information.

11.5 Right to Limit Use of Sensitive Personal Information

We do not use sensitive personal information (as defined by CPRA) for purposes beyond providing the services you requested.

11.6 Right to Non-Discrimination

We will not discriminate against you for exercising any CCPA rights. We will not deny services, charge different prices, or provide a different level of service because you exercised your privacy rights.

11.7 How to Submit a CCPA Request

To submit a verifiable consumer request, visit our CCPA Request Page or email privacy@dispachorbit.com with subject "CCPA Request." We will respond within 45 days (extendable by an additional 45 days with notice).

Authorized agents: You may designate an authorized agent to make a request on your behalf. We may require written proof of authorization and may verify your identity directly before processing the request.

12. Do Not Sell My Personal Information

We may share data with advertising technology partners (such as Meta Pixel) that may constitute "sharing" under California law. To opt out of such sharing, visit: Do Not Sell or Share My Personal Information.

13. International Data Transfers

Dispatch Orbit is operated in the United States and your data is stored and processed in the United States. If you access our services from outside the United States, your data may be transferred to and processed in the United States, which may have different data protection laws than your home country.

By using our services, you consent to the transfer of your data to the United States. We take appropriate safeguards to ensure your data remains protected in accordance with this Privacy Policy.

14. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email or by posting a notice on the platform at least 30 days before changes take effect. Your continued use of the service after changes constitutes acceptance of the new policy. The "Last Updated" date at the top of this page will reflect the most recent revision.

15. SMS Notifications — End-Consumer Disclosure

Dispatch Orbit powers transactional SMS notifications sent by home service businesses (HVAC, plumbing, garage door, locksmith, electrical, appliance repair, and pest control companies) to their customers. If you have received a text message from a business using our platform, this section explains your rights.

15.1 How You Opted In

You provided your phone number to the home service business when booking a service appointment — either via an online booking form or by phone. At the point of collection, the business disclosed the following (or equivalent language):

Consent is not a condition of purchase or service.

15.2 What Messages You May Receive

• Appointment confirmation and scheduling updates
• Technician dispatch alerts ("your tech is on the way")
• Job completion summaries and invoice links
• Appointment reminders
• Estimate approvals

Message frequency varies based on your service activity — typically 2–5 messages per job. No marketing or promotional messages are sent through this system.

15.3 How to Opt Out

Reply STOP to any message at any time. You will receive one confirmation: "You have been unsubscribed. You will receive no further messages. Reply START to resubscribe." Supported opt-out keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT.

15.4 Help

Reply HELP to any message for assistance. You may also contact the business directly or email support@dispachorbit.com. Msg & Data rates may apply.

15.5 Data Use

Your phone number is used solely to deliver the transactional messages listed above. It is not sold, rented, or shared with third parties for marketing purposes. SMS data is processed by Twilio, Inc. under their privacy policy.

16. SMS / Mobile Messaging (Account Holders & Team Members)

We collect mobile phone numbers in order to send transactional account, billing, and job-related text messages to our registered users and the team members they add. Mobile information (including phone numbers) is NOT shared with, sold, or rented to third parties or affiliates for their marketing or promotional purposes. Message frequency varies. Message and data rates may apply. You can opt out at any time by replying STOP, or reply HELP for help. For assistance contact support@dispachorbit.com or +1 844-679-2127.

17. Contact Us

For privacy-related questions, requests, or concerns:

• Privacy Officer Email: privacy@dispachorbit.com
• General Support: support@dispachorbit.com
• Website: dispachorbit.com
• CCPA Requests: Do Not Sell / CCPA Page
• Accessibility: accessibility@dispachorbit.com