Privacy Policy

3.1 Operator Information

When an Operator creates a Fledge account and uses the Platform, we collect:

• Identity and contact information: First and last name, business name, business address, email address, and phone number.
• Account credentials: Email and authentication tokens (managed through Supabase Auth, including OAuth sign-in where applicable).
• Business profile data: Service type, service area, business description, pricing information, and other context provided to configure the Platform or AI features.
• Payment information: Subscription billing is processed by Stripe. Fledge does not store raw credit card numbers, card verification codes, or full payment account numbers. We receive and store a Stripe customer ID, last-four digits, card brand, and billing status.
• Communications: Messages or inquiries sent to Fledge support.

3.2 End Customer Information

Operators use Fledge to manage their customer relationships. In doing so, they enter or import End Customer data that may include:

• Customer name and phone number.
• Job or appointment history (dates, services performed, job status, amounts).
• Review request status and review link delivery records.
• Booking information submitted through Fledge-powered booking pages.
• Deposit or payment records processed through Stripe on behalf of the Operator.
• SMS consent records: Including the date, method, and specific consent language at the time an End Customer opted in to receive SMS messages, as well as opt-out requests and suppression timestamps.

3.3 Automatically Collected Information

When any user accesses the Platform, we automatically collect:

• Log data: IP address, browser type, device type, pages visited, referral URL, and timestamps.
• Usage data: Feature usage patterns, campaign performance metrics (delivery rates, reply rates, opt-out rates), and dashboard activity.
• Cookies and similar technologies: Session cookies for authentication, functional cookies to preserve preferences. We do not use third-party advertising cookies.

The authentication session cookie is scoped to the single host you sign in on, and is not shared with any other domain — including this company site, which has no sign-in at all. There is no cross-site session and no account cookie on the sites that host these policies.

3.4 Data from Connected Systems

If you connect a field service or CRM account to Fledge — currently Jobber, Housecall Pro, ServiceM8 or HubSpot— Fledge imports and keeps a copy of the records it needs to do the follow-up work you have asked for:

• Customers— name, phone number, email address, address, and the provider's own record of them.
• Jobs, quotes and leads— what the work was, when it was scheduled and completed, its value and status, and which customer it belongs to.
• The original payload exactly as the provider sent it, so that a record can be checked against its source rather than against our reading of it.

When you first connect an account, Fledge imports up to twelve monthsof history. Imported history is never used to start automated outreach — only work that happens after you connect can trigger a message, so connecting an account cannot text a year of your past customers.

Disconnecting stops processing immediately, and the imported copy is then deleted on the schedule in Section 7. Records Fledge itself created — your message history, review records and SMS consent and opt-out records — are kept, because they are the evidence of what was sent to whom and with whose permission.

4.1 Operator Data — We Use It To:

• Provision, operate, and maintain the Operator's account and subscription.
• Process subscription payments and issue receipts through Stripe.
• Configure AI features with business-specific context (services, tone, target customer, local market).
• Send account-related communications: billing notices, product updates, feature announcements, and security alerts.
• Provide customer support.
• Improve and develop the Platform, including using aggregated and de-identified usage patterns.
• Enforce our Terms of Use and comply with applicable law.

4.2 End Customer Data — We Use It To:

• Deliver the SMS services and operations features the Operator has configured: review request messages, appointment reminders, and outreach campaigns.
• Record and enforce SMS opt-out requests (STOP commands and equivalents) on behalf of the Operator.
• Process payments and deposits submitted through Operator booking pages via Stripe.
• Maintain job history and booking records accessible to the Operator.
• Generate AI-drafted message content directed by the Operator's configuration.

We do not sell End Customer Data. We do not use End Customer Data to serve advertising. We do notcontact End Customers on our own behalf — any SMS message or booking interaction an End Customer receives is initiated by and on behalf of the Operator.

4.3 AI Features — Specific Disclosures

Fledge uses a large language model (LLM) API — currently Claude, from Anthropic — to generate SMS and email message copy, draft outreach sequences, and answer questions about your own business data. If Fledge adds or changes model providers, this section and the table in Section 6 are updated before the change takes effect. When these features are used:

• Operator-provided business context (business name, services, tone guidance, target customer profile) is sent to the applicable AI provider to generate content.
• End Customer data (such as first name, last service date, or general job type) may be included in generation requests for personalized messaging.
• We use Anthropic's API under its data processing terms. Input data sent to that API is not used to train their public models under our current agreement.
• AI-generated content is always sent under the Operator's direction. The Operator is the sender of record for messages to their customers; Fledge is the platform provider.
• Business context you enter during onboarding (services, tone, target customer, local market background) is stored in the Platform and reused to shape the content Fledge generates for you later.

5.1 Who Is the Sender

For all outbound SMS messages to End Customers — including review requests, appointment reminders, and outreach campaigns — the Operator is the sender of record. Fledge is the technology platform that routes and delivers those messages via Twilio's A2P 10DLC infrastructure. End Customers receiving messages are interacting with the Operator's business, not directly with Fledge.

5.2 Consent Requirements

Operators are required by our Terms of Use — and by the Telephone Consumer Protection Act (TCPA) — to obtain prior express written consent from End Customers before sending marketing or promotional SMS messages. Consent must:

• Be obtained through a clear and conspicuous disclosure that informs the End Customer they will receive text messages, describes the message frequency, and identifies the sender.
• Include an explicit opt-in action (e.g., checking a checkbox, replying YES, or submitting a form with compliant consent language).
• Be retained in a form that can be produced as evidence of consent.

Fledge provides Operators with compliant consent language templates and maintains opt-in records, including the date and time of consent, the consent method, and the consent language displayed at the time of opt-in.

5.3 Opt-Out Mechanics and Suppression

Fledge's compliance engine automatically processes opt-out requests:

• Any reply containing STOP, QUIT, CANCEL, UNSUBSCRIBE, or END(case-insensitive, including common variations) immediately suppresses that phone number from all future SMS sends within the Operator's account.
• Suppression is logged with a timestamp and retained as a permanent record.
• Opt-out records are maintained for a minimum of four (4) years.
• An Operator cannot override or delete a suppressed contact to resume SMS sends. Suppression is enforced at the platform level.

5.4 Quiet Hours

Fledge enforces quiet-hour restrictions on all outgoing SMS messages. No automated message will be sent outside of 8:00 AM to 9:00 PMin the End Customer's local time zone (or the Operator's time zone where the End Customer's location cannot be determined), consistent with TCPA requirements.

5.5 Message Delivery Infrastructure

All SMS messages are routed through Twilio's platform using A2P 10DLC registered numbers and campaigns. Twilio acts as a sub-processor of End Customer phone numbers and message content for the limited purpose of message delivery. Twilio's use of data is governed by Twilio's Privacy Policy and our data processing agreements.

5.6 CTIA Guidelines

The Platform is designed to comply with CTIA Messaging Principles and Best Practices. Campaigns involving content prohibited by CTIA guidelines — including cannabis, firearms, adult content, and similar categories — are blocked at the platform level and constitute prohibited use under our Terms of Use.