Privacy Policy

BackShop AI ("we," "us," or "our") is committed to protecting the privacy of our users. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our AI-powered back-office platform for trades businesses (the "Service"). By using the Service, you agree to the practices described in this policy.

We collect the following categories of information: • Business Information: Your business name, address, phone number, email address, service types, pricing, and hours of operation provided during onboarding. • Account Information: Your name, email address, and password (managed via Clerk authentication). • Call Recordings and Transcripts: Audio recordings and text transcripts of calls handled by your AI phone agent. These are used to generate lead summaries, qualify prospects, and improve service quality. • Customer Contact Information: Names, phone numbers, email addresses, and service addresses of your customers, collected through calls, forms, and manual entry. • Payment Information: Billing details processed through Stripe. We do not store full card numbers on our servers — payment data is handled directly by Stripe. • Usage Data: Log files, IP addresses, browser type, pages visited, and feature usage to help us maintain and improve the Service. • Communications: Emails or messages you send to our support team.

We use the information we collect to: • Provide, operate, and maintain the Service, including answering calls, generating quotes, scheduling jobs, processing payments, and requesting reviews on your behalf. • Improve AI quality by using anonymized call transcripts to train and refine our models. • Send you notifications, alerts, and updates about your account and leads captured by the AI agent. • Process subscription payments and manage your billing. • Respond to your support requests and communicate with you about your account. • Comply with legal obligations and enforce our Terms of Service.

To provide the Service, we share data with the following trusted third parties: • Anthropic: Call transcripts and job descriptions are sent to Anthropic's Claude API to generate lead summaries, quote line items, and other AI-powered outputs. Anthropic processes this data in accordance with their privacy policy. • Retell AI: Voice call audio and metadata are processed by Retell AI to power the AI phone agent. Retell AI records and transcribes calls on our behalf. • Twilio: Customer phone numbers and message content are transmitted through Twilio to send SMS notifications, quote links, and payment requests to your customers. • Stripe: Payment and billing information is processed by Stripe. Stripe is PCI-DSS compliant and their privacy policy governs how they handle payment data. • Google: If you use our review request feature, customer phone numbers are used to send review request links directing customers to your Google Business Profile. • Supabase: All structured business and customer data is stored in Supabase, a PostgreSQL-based cloud database provider. • Clerk: Account authentication and user session management is handled by Clerk. SMS Opt-In Data. Mobile phone numbers and SMS consent records collected by BackShop AI — including those of Account Holders and End Customers — are used exclusively to deliver the Service. This information is not shared with third parties or affiliates for their own marketing purposes. Phone numbers are transmitted only to Twilio and other service providers listed above solely to deliver the messages you or your customers have consented to receive. We do not sell your personal data or your customers' data to any third party for marketing purposes.

To make our AI features more accurate over time, BackShop AI may analyze how the product is used across all customers to identify patterns and structures — for example, common job types, qualifying questions that lead to more closed deals, and typical pricing structures within a vertical. This analysis only extracts patterns and aggregate structure. We never share your specific customer data, customer names, contract terms, or your business identity across customers. You can opt out of cross-customer pattern learning at any time from your account settings. If you opt out, our AI features (quotes, phone agent, insights) will improve more slowly for you and won't benefit from patterns we learn across the broader contractor community. Per-business personalization stays fully active — the product still learns from your own data. Most customers leave this on.

We retain your account data and business information for as long as your account is active. Call recordings and transcripts are retained for 12 months by default. Customer contact information is retained until you delete it or close your account. After account termination, we may retain certain data for up to 90 days for backup and legal compliance purposes, after which it is permanently deleted. You may request earlier deletion by contacting us at hello@backshop.ai.

Depending on your location, you may have the right to: • Access the personal data we hold about you. • Request correction of inaccurate data. • Request deletion of your data (subject to legal retention requirements). • Object to or restrict certain processing activities. • Receive a copy of your data in a portable format. To exercise any of these rights, contact us at hello@backshop.ai. We will respond within 30 days.

We implement appropriate technical and organizational measures to protect your data against unauthorized access, loss, or disclosure. These include encryption in transit (TLS), encrypted storage, access controls, and regular security reviews. However, no system is completely secure, and we cannot guarantee absolute security. You are responsible for maintaining the security of your account credentials.

We use cookies and similar technologies to maintain your session, remember your preferences, and analyze usage of the Service. Authentication cookies are strictly necessary and cannot be disabled. You may control non-essential cookies through your browser settings, though doing so may affect Service functionality. We do not use cookies for third-party advertising.

The Service is not directed to individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe we have inadvertently collected such data, please contact us immediately at hello@backshop.ai.

We may update this Privacy Policy from time to time. We will notify you of material changes via email or a notice in the Service before the changes take effect. Your continued use of the Service after the effective date constitutes your acceptance of the updated policy.

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at: Email: hello@backshop.ai BackShop AI, Connecticut, United States