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Policies, Procedures & Privacy Policy

Company: Somebody Appliance Repair
Website: https://www.somebodyappliance.com
Effective Date: June 2024

This Policies, Procedures & Privacy Policy document defines how Somebody Appliance Repair operates its business, delivers services, communicates with customers, and complies with applicable laws, industry standards, and A2P (Application-to-Person) messaging requirements. These policies apply to all customers, contractors, employees, systems, and automated agents (including AI).

1. Business Operations Policy

1.1 Scope of Work

Somebody Appliance Repair provides residential and light commercial appliance repair services, including diagnosis, repair, maintenance, and part replacement for household appliances.

Services are provided only within approved service areas and are subject to technician availability and safety conditions.

1.2 Service Area Policy

  • Service eligibility is determined by ZIP code and geographic location.

  • Requests outside approved service areas may be declined or escalated for manual review.

  • No appointment is considered confirmed until service area eligibility is verified.

1.3 Hours of Operation

  • Business hours vary by technician availability.

  • Scheduling assistance is available 24/7 via automated systems.

  • Live callbacks are handled during normal business hours unless otherwise stated.

2. Scheduling & Appointment Procedures

2.1 Appointment Requests

Appointments may be requested via:

  • Website booking tools

  • Voice AI scheduling agent

  • Phone call or callback request

    Submitting a request does not guarantee service until confirmation is issued.

2.2 Booking Confirmation

  • Appointments are confirmed only after ZIP code verification and availability checks.

  • Confirmation may be delivered via phone call, SMS, or email.

2.3 Cancellations & No-Shows

  • Customers are responsible for providing timely cancellation notice.

  • Missed appointments or late cancellations may result in a service fee.

  • Repeated no-shows may result in denial of future service.

3. Pricing & Payment Procedures

3.1 Estimates

  • Estimates are diagnostic-based and non-binding unless stated in writing.

  • Final pricing may vary due to parts availability, labor time, or unforeseen conditions.

3.2 Payment Terms

  • Payment is due upon completion of services unless otherwise agreed.

  • Accepted payment methods are disclosed at time of service.

  • Non-payment may result in collections or service refusal.

4. Customer Responsibilities Policy

Customers must:

  • Provide accurate contact and service information

  • Ensure safe access to appliances

  • Secure pets and remove hazards

  • Disclose known safety issues

The Company reserves the right to refuse service if conditions are unsafe or misleading.

5. Technician Safety & Refusal of Service

  • Technicians may refuse service if conditions are unsafe, unsanitary, or hostile.

  • Abuse, harassment, or threats toward staff or systems will not be tolerated.

  • Law enforcement may be contacted when appropriate.

6. Communication & Messaging Policy (A2P Compliance)

6.1 Consent to Communicate

By providing a phone number or initiating contact, customers expressly consent to receive communications related to:

  • Scheduling and confirmations

  • Service updates

  • Follow-ups and support

Consent is not a condition of purchase.

6.2 SMS Program Description

Somebody Appliance Repair operates an SMS messaging program used solely for service-related communications. Messages may include appointment confirmations, scheduling updates, reminders, service notifications, and customer support messages.

Participation in the SMS program occurs only after a customer provides express consent via a website form, voice interaction, or other affirmative opt-in method.

6.3 Automated & AI Messaging

  • Messages may be sent using automated systems or artificial intelligence agents.

  • Message frequency varies by interaction.

  • Message and data rates may apply.

6.4 Opt-Out Procedures

  • Customers may opt out of SMS messages at any time by replying STOP.

  • Help is available by replying HELP or call us at 870-860-2674.

  • Opt-out requests are honored promptly and permanently unless re-consent is provided.

6.5 Carrier Disclaimer

Mobile carriers are not liable for delayed or undelivered messages.

Participation in SMS communications is limited to individuals who are at least eighteen (18) years of age.

6.7 Prohibited Messaging Practices

The Company does NOT:

  • Send unsolicited marketing messages

  • Sell or share phone numbers for marketing

  • Engage in spam, robocalling, or deceptive messaging

6.8 No Third-Party Sharing of Mobile Information

No mobile information, including phone numbers, SMS opt-in data, or consent records, will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors that support our internal operations (such as our CRM or SMS delivery provider) is permitted; those parties are prohibited from using the information for any purpose other than delivering the services we have contracted them to provide. Consent to receive SMS messages from Somebody Appliance Repair is not transferable and is not sold or shared with any third party under any circumstances.

7. Data Privacy & Information Handling

7.1 Information We Collect

Somebody Appliance Repair collects the following categories of information:

  • Contact Information: name, phone number, email address, service address, and preferred contact method — provided voluntarily by customers when requesting service via our website contact form, by phone, or by SMS.

  • Service Information: description of the appliance issue, appliance brand and model, appointment details, payment method, and service notes.

  • Communications Data: records of SMS, email, and phone conversations between you and our team, including timestamps, consent records, and call recordings where applicable.

  • Technical Data: IP address, browser type, device type, pages visited on our website, and general analytics data collected through standard web logs and analytics tools.

7.2 How We Use Your Information

We use the information we collect to:

  • Schedule, perform, and follow up on appliance repair services

  • Send appointment confirmations, reminders, and technician arrival updates

  • Process payment for services rendered

  • Respond to customer service inquiries and support requests

  • Send occasional promotional offers (only with your consent)

  • Improve our service quality and website experience

  • Comply with legal, regulatory, and tax obligations

We do not use your information for any purpose other than those stated above.

7.3 Cookies and Tracking Technologies

Our website uses standard cookies and tracking technologies to:

  • Remember your preferences during your visit

  • Analyze website traffic and page performance

  • Improve website functionality and user experience

  • Support marketing measurement

You may disable cookies in your browser settings at any time. Doing so will not prevent you from using our website or requesting service.

7.4 Data Security

We take reasonable technical and organizational measures to protect your personal information from unauthorized access, loss, misuse, or disclosure, including:

  • Encrypted data transmission (HTTPS) across our website

  • Restricted access to customer data within our CRM system

  • Secure payment processing through PCI-compliant third-party providers

  • Data retention limits that govern how long customer records are stored

No method of transmission or storage is 100% secure. We make every reasonable effort to safeguard your information.

7.5 Your Privacy Rights

You have the right to:

  • Request access to the personal information we hold about you

  • Request correction of inaccurate or incomplete information

  • Request deletion of your personal information (subject to legal, accounting, and operational exceptions)

  • Data retention limits that govern how long customer records are stored

  • Unsubscribe from SMS messages at any time by replying STOP

  • Unsubscribe from marketing emails using the unsubscribe link in each message

  • Contact us at any time to update your communication preferences

To exercise any of these rights, call (870) 860-2674 or email [email protected]. We will respond within 30 days.

7.6 Data Retention

Customer records are retained only as long as necessary for business, legal, accounting, or compliance purposes. Typical retention periods:

  • Service and invoice records: 7 years (tax/accounting)

  • Customer contact information: active duration plus 3 years

  • SMS consent and opt-out records: duration of opt-in plus 5 years after opt-out, retained as A2P compliance evidence

  • Website analytics and server logs: 24 months

7.7 Children's Privacy

Our services and website are not directed to individuals under the age of 18. We do not knowingly collect personal information from anyone under 18. If we learn that we have collected such information, we will delete it promptly.

8. Website & Technology Use Policy

8.1 Acceptable Use

Website users may not:

  • Misuse booking systems

  • Submit false or fraudulent information

  • Attempt to disrupt services or systems

8.2 AI Systems

AI systems are used to:

  • Assist with scheduling

  • Route inquiries

  • Improve response times

AI systems do not provide repair advice, pricing guarantees, or technical diagnoses beyond intake.

9. Quality Assurance & Complaints

9.1 Service Quality

The Company strives to provide professional, timely service but does not guarantee outcomes beyond disclosed warranties.

9.2 Complaints

Concerns should be reported promptly via phone or email so they can be reviewed and addressed.

10. Legal & Regulatory Compliance

  • The Company complies with applicable Arkansas state laws.

  • Messaging complies with TCPA, CTIA, and A2P 10DLC requirements.

  • Business practices align with consumer protection standards.

11. Policy Updates

These Policies & Procedures may be updated periodically.

Updates become effective upon posting to the Website.

12. Contact Information

Somebody Appliance Repair
Website: https://www.somebodyappliance.com
Phone: 1-(870) 860-2674
Email: [email protected]

By engaging with Somebody Appliance Repair, customers acknowledge and agree to these Policies & Procedures.