Privacy Policy

This Privacy Policy (“Policy”) describes how OptiField LLC, a Nevada limited liability company (“OptiField,” “we,” “us,” or “our”), collects, uses, discloses, and protects personal information in connection with: (a) our public website (optifield.com and related domains); (b) the OptiField field service management platform, including the dashboard, inbox, booking, workflow, and admin tools (the “Platform”); and (c) the SMS text messages and voice calls sent and received through the Platform's AI Agent using Twilio-based telephony infrastructure (collectively, the “Service”).

This Policy applies to three groups of people, whose personal information we handle differently as described throughout this Policy:

• Visitors to our website who are researching or considering the Service (“Visitors”);
• Businesses and their personnel who register for and use the Platform, such as HVAC and other field-service contractors and their staff (“Customers”); and
• The leads, prospects, and existing customers of a Customer who are contacted by, or who contact, a Customer’s AI Agent by SMS or voice call (“End Users”).

Under the California Consumer Privacy Act, as amended by the California Privacy Rights Act (“CCPA”), and similar state privacy laws, the entity that determines why and how personal information is processed is generally the “business,” while an entity that processes personal information on a business's behalf, under contract, is a “service provider.” This distinction matters for the Service because two different relationships exist side by side:

2.1 OptiField as the Business (Customer Account Data)

With respect to the personal information of Customers and their personnel — account registration details, billing information, login credentials, and usage of the Platform itself — OptiField is the “business” and determines how that information is used, subject to this Policy.

2.2 OptiField as a Service Provider (End User Data)

With respect to the personal information of End Users — names, phone numbers, message content, and appointment details collected because a Customer's AI Agent is texting or calling that End User — the Customer is the “business” that determines the purpose of collecting and contacting that End User, and OptiField acts as the Customer's “service provider,” processing that data only to provide the Service to the Customer, consistent with our contract with that Customer (the Terms of Service) and applicable law.

3.1 Information from Visitors

• Contact and inquiry information you submit through website forms (name, email, phone number, company name, message content);
• Device and usage information collected automatically, such as IP address, browser type, pages viewed, referring URL, and approximate location, including through cookies and similar tracking technologies (see Section 7);

3.2 Information from Customers

• Account and registration information (business name, owner/staff names, email addresses, phone numbers, business address, license or trade information);
• Billing information processed through Stripe, our payment processor (OptiField does not itself store full payment card numbers);
• Content Customers upload or configure within the Platform, including workflow rules, knowledge base content, and staff user accounts;
• Usage data generated by using the Platform, including log-in activity, feature usage, and support communications.

3.3 Information from and about End Users

• Contact information a Customer submits or imports into the Platform to enable AI Agent outreach (name, phone number, and any additional fields the Customer collects, such as address or service type);
• The content of SMS and voice conversations between an End User and a Customer’s AI Agent, including appointment requests, scheduling details, and any other information an End User shares during that conversation;
• Consent and opt-out status, and metadata about message delivery (timestamps, delivery status, carrier information).

We collect personal information directly from Visitors and Customers (e.g., when you fill out a form or create an account); automatically through use of the website and Platform (e.g., cookies, log data); from Customers, who provide or import End User contact information into the Platform; and directly from End Users, when they message or call a Customer's Account Number.

We use personal information to:

• Provide, operate, maintain, and improve the Service, including enabling the AI Agent to send and receive messages and book appointments on a Customer’s behalf;
• Process subscription payments and manage Customer accounts;
• Communicate with Customers about the Service, including support, updates, and administrative notices;
• Respond to Visitor inquiries and provide sales and marketing information about the Service (to Visitors and Customers, not to End Users, who are contacted only by their own Customer’s AI Agent);
• Monitor, detect, and prevent fraud, abuse, security incidents, and violations of our Terms of Service;
• Comply with legal obligations, including tax, accounting, and telecommunications recordkeeping requirements;
• Develop, train, and improve the Service, the AI Agent, and our other products generally, using Customer Data and End User conversation data in de-identified and aggregated form as described in our Terms of Service.

5.1 Automated Processing and the AI Agent

The AI Agent uses automated, AI-based processing (including large language model technology) to interpret End User messages and generate responses, determine appointment scheduling suggestions, and route conversations for human escalation where needed. This automated processing occurs on behalf of, and under the configuration of, the relevant Customer. An End User may request a human representative of the Customer's business by replying to any message or by contacting the Customer directly; OptiField does not itself field these requests, as OptiField does not have a direct customer-service relationship with End Users.

Text messages and voice calls sent and received through the Service are processed using Twilio's telephony infrastructure. No mobile opt-in consent data or phone numbers used for SMS communications are shared with third parties for their own marketing or promotional purposes.

Consent status:

We track whether an End User has opted in or opted out (via STOP/START/HELP keywords) of SMS communications from a given Account Number, and this status is used to suppress or allow future automated outreach.

Message content:

The content of SMS and voice conversations is stored to enable the Service (e.g., so a Customer's staff can review a conversation history) and, in de-identified/aggregated form, to improve the AI Agent as described in Section 5.

Carrier data:

Wireless carriers and Twilio may process delivery metadata (timestamps, delivery receipts, carrier identifiers) as necessary to transmit messages; this processing is governed by Twilio's and the applicable carrier's own privacy practices in addition to this Policy.

End Users who no longer wish to receive text messages from a Customer's business may reply STOP to any message. Because the underlying consent relationship is between the End User and the Customer (see Section 2.2 and our Terms of Service), End Users with questions about why they were contacted, or requests regarding their information, should also contact the Customer's business directly; OptiField will support Customers in responding to such requests as described in Section 8.4.

No mobile information or SMS opt-in consent 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, excluding aggregators and providers of the text message service.

OptiField Customer Care is a Customer Care SMS program used for two-way customer support, scheduling, and account and booking messages, not for marketing or promotional messages. When a Visitor or Customer opts in to text messages from OptiField (by checking the SMS consent box on our contact form or by texting (949) 228-9446), we collect the mobile number, the date, time, and method of opt-in, and the content of the messages exchanged. We use this information only to send customer care messages, including two-way customer support replies to your questions, demo and appointment scheduling, confirmations and reminders, and account and booking updates, to honor opt-out and HELP requests, and to keep records of consent. Message frequency varies, and message and data rates may apply. Reply STOP to opt out or HELP for help at any time.

We do not sell, rent, or share mobile numbers or SMS opt-in consent with third parties or affiliates for their marketing or promotional purposes. This information is shared only with the messaging providers (such as Twilio and wireless carriers) that deliver the messages. See the SMS Program terms in our Terms of Service for full program details.

Our website uses cookies, pixels, and similar technologies to operate the site, remember preferences, analyze traffic, and, in some cases, measure the effectiveness of our advertising. These technologies may be placed by OptiField or by third-party analytics and advertising partners.

Essential cookies:

Necessary for the website and Platform login to function; cannot be disabled without affecting functionality.

Analytics cookies:

We use Google Analytics to understand how visitors use our website (e.g., page views, session duration, traffic sources) so we can improve it.

Advertising/measurement cookies:

We use the Meta Pixel to measure the performance of our advertising campaigns on Meta platforms (Facebook/Instagram). Use of the Meta Pixel involves sharing website usage data (such as pages visited and conversion events) with Meta, which can constitute a “sale” or “share” of personal information under the CCPA (see Section 8.2 for your opt-out rights).

We honor the Global Privacy Control (GPC) signal as a valid opt-out-of-sale/share preference for browsers that transmit it. You can also manage cookie preferences through your browser settings, though some browser-level blocking may not fully stop server-side sharing with analytics/advertising partners.

8.1 California Residents (CCPA/CPRA)

If you are a California resident, you have the right to: know what personal information we have collected, used, disclosed, or sold/shared about you; delete personal information we have collected from you; correct inaccurate personal information; opt out of the sale or sharing of your personal information; limit the use and disclosure of sensitive personal information; and not be discriminated against for exercising these rights.

8.2 Right to Opt Out of Sale/Sharing

We do not sell personal information for money. However, our use of certain website analytics and advertising tools may constitute a “sharing” of personal information (such as browsing behavior) for cross-context behavioral advertising under the CCPA's broad definition. You can opt out by:

• Using the “Do Not Sell or Share My Personal Information” link in our website footer;
• Enabling a Global Privacy Control (GPC) signal in a supported browser; or
• Emailing privacy@optifield.com with your request.

8.3 Nevada Residents

Nevada law (NRS 603A) gives Nevada residents the right to opt out of the sale of certain covered information for monetary consideration. We do not currently sell covered information within the meaning of Nevada law. Nevada residents may still submit a request to privacy@optifield.com, and we will honor it as a precautionary matter.

8.4 How End Users Should Exercise Rights

Because OptiField acts as a service provider to the Customer with respect to End User personal information (Section 2.2), an End User's most direct path to exercising privacy rights over their conversation and contact data is to contact the Customer business that texted them. OptiField will also accept requests directly from End Users at privacy@optifield.com, verify the request, and either fulfill it (for data OptiField controls, such as suppressing further contact) or route it to the relevant Customer as required by law.

8.5 Submitting a Request

To exercise any of the above rights, contact us at privacy@optifield.com. We will verify your identity before fulfilling a request, which may require you to confirm information we already have on file. You may designate an authorized agent to submit a request on your behalf, subject to verification.

We disclose personal information to the following categories of recipients:

• Service providers and subprocessors who help us operate the Service, including Twilio (SMS/voice), Stripe (payment processing), Supabase (database/hosting), OpenAI (AI model processing), and Vercel (application hosting), each of which processes personal information only as necessary to provide their respective service to us;
• The relevant Customer, with respect to an End User’s contact and conversation data — this is the core function of the Service and is not a “sale” of personal information;
• Analytics and advertising partners — specifically Google (Google Analytics) and Meta (Meta Pixel) — with respect to website usage data, as described in Section 7, subject to your opt-out rights in Section 8.2;
• Professional advisors (lawyers, accountants, auditors) and potential acquirers in connection with a corporate transaction, subject to confidentiality obligations;
• Law enforcement, regulators, or other parties where required by law, subpoena, or court order, or to protect the rights, property, or safety of OptiField, our Customers, or others.

We do not sell personal information for money, and we do not knowingly share the personal information of End Users for cross-context behavioral advertising.

SMS data exclusion: All of the above categories exclude text messaging originator opt-in data and consent. Mobile phone numbers and SMS opt-in consent collected for SMS communications are never sold, rented, or shared with third parties or affiliates for marketing or promotional purposes, and are disclosed only to the SMS aggregators and providers (such as Twilio and wireless carriers) that deliver the messages, or where required by law.

We retain personal information for as long as necessary to provide the Service and for the following purposes:

Active accounts:

Customer account data and End User conversation data are retained for the duration of the Customer's active subscription.

Post-termination:

Following termination of a Customer's account, we retain Customer and End User data for up to 30 days to allow for data export, after which it is deleted or de-identified, except as described below.

Billing and financial records:

Transaction and billing records (processed in part through Stripe) are retained for up to 7 years to comply with tax, accounting, and financial recordkeeping obligations.

Consent and opt-out records:

Records evidencing an End User's consent to be contacted, or their opt-out, are retained for the life of the relevant Customer's account plus 5 years afterward, to allow OptiField and Customers to demonstrate TCPA compliance in the event of a dispute (the TCPA generally carries a 4-year statute of limitations).

Aggregated/de-identified data:

Once information has been de-identified and aggregated as described in Section 5, it is no longer linked to an identifiable person and may be retained indefinitely to improve the Service.

10.1 Consent Record Retention Period

The account-life-plus-5-years retention period above applies specifically to consent/opt-out records (e.g., the timestamped record that an End User checked a consent box, and any STOP/opt-out events), as distinct from the general 30-day post-termination deletion window that applies to other Customer and End User data under Section 10.

We use administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, access controls, and reliance on infrastructure providers (Supabase, Vercel, Twilio, Stripe) that maintain their own security certifications. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

The Service is intended for business use and is not directed to children. We do not knowingly collect personal information from individuals under 18 years of age. If we learn that we have inadvertently collected such information, we will take steps to delete it.

The Service is currently offered only to businesses operating in the United States (initially California and Nevada), and personal information is stored and processed in the United States through our infrastructure providers. If OptiField expands internationally, this Policy will be updated to address applicable cross-border transfer requirements.

We may update this Policy from time to time. Material changes will be communicated by email to Customers or by a notice on our website at least 15 days before taking effect. The “Effective Date” at the top of this Policy reflects the most recent revision.

Questions about this Policy, or requests to exercise privacy rights, may be directed to privacy@optifield.com or to OptiField LLC, Attention: Adam Miller, 18301 Von Karman Ave #950, Irvine, CA 92612.