Privacy Policy

1. Introduction

OpsBack ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our callback recovery service platform ("Service"), including our SMS / text messaging program.

By using OpsBack, you consent to the data practices described in this policy.

2. Information We Collect

2.1 Information You Provide

• Account Information: Business name, email address, password, phone number
• Business Information: Industry type, service area, business registration details
• Payment Information: Credit card details (processed securely through Stripe)
• Job Information: Customer names, addresses, phone numbers, service details
• Technician Information: Names, contact information, work history
• Documentation: Photos uploaded during job closeouts, appeal evidence
• SMS Information: Mobile phone numbers used for text messaging; SMS marketing and transactional consent preferences; opt-in and opt-out records

2.2 Information Collected Automatically

• Device Information: IP address, browser type, operating system
• Usage Data: Pages visited, features used, time spent on platform
• Location Data: GPS coordinates during technician check-in/check-out (with consent)
• Log Data: Access times, error logs, system activity
• SMS Delivery Data: Message delivery status, timestamps, and related carrier or provider metadata

2.3 Information from Third Parties

• Stripe: Payment processing status, transaction records
• SendGrid: Email delivery status
• Mailchimp: SMS marketing audience and delivery-related status
• Twilio: SMS and voice delivery status and related messaging metadata

3. How We Use Your Information

We use the collected information to:

• Provide, maintain, and improve our Service
• Process jobs and manage callback claims
• Process payments and disbursements
• Send transactional emails (job confirmations, payment receipts, etc.)
• Send SMS for enrollment verification, authentication, and account or service alerts
• Send marketing SMS where you have consented (offers, product updates, enrollment or demo follow-ups)
• Honor SMS opt-out and suppression preferences (email consent is separate from SMS consent)
• Detect and prevent fraud
• Analyze usage patterns to improve user experience
• Comply with legal obligations
• Communicate important updates about the Service
• Provide customer support

4. Information Sharing and Disclosure

We may share your information in the following circumstances:

4.1 Service Providers

We share data with third-party service providers who assist in operating our Service:

• Stripe: Payment processing
• SendGrid: Email delivery
• Mailchimp: Email and SMS marketing delivery and audience management
• Twilio: SMS and voice messaging for the Service
• Amazon Web Services: Cloud hosting and storage

4.2 Legal Requirements

We may disclose information if required by law, court order, or government request, or to protect our rights, property, or safety.

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred to the acquiring entity.

4.4 With Your Consent

We may share information for other purposes with your explicit consent.

5. Data Security

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

• Encryption of data in transit (TLS/SSL) and at rest
• Secure password hashing (bcrypt)
• Two-factor authentication (SMS OTP)
• Rate limiting to prevent brute force attacks
• Account lockout after failed login attempts
• Regular security audits and monitoring
• Access controls and audit logging

However, no method of transmission over the Internet is 100% secure. We cannot guarantee absolute security of your data.

6. Data Retention

We retain your information for as long as necessary to:

• Provide our Service to you
• Comply with legal obligations (typically 7 years for financial records)
• Resolve disputes
• Enforce our agreements
• Maintain SMS consent and opt-out records as required for compliance

Upon account deletion, we will delete or anonymize your personal information within 90 days, except for data required for legal compliance.

7. Your Rights

Depending on your location, you may have the right to:

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate data
• Deletion: Request deletion of your data (subject to legal requirements)
• Portability: Request your data in a machine-readable format
• Objection: Object to certain processing of your data
• Withdrawal: Withdraw consent where processing is based on consent, including SMS marketing consent, without affecting your ability to use other parts of the Service where applicable

To exercise these rights, contact us at privacy@opsback.com.

8. SMS / Mobile Messaging

When you participate in our SMS Program, we process mobile phone numbers, consent and preference records, and message delivery or engagement metadata as needed to send and manage texts. We share this information with service providers who deliver messages on our behalf, including Mailchimp (SMS marketing) and Twilio (Service SMS and voice).

We use SMS for enrollment and authentication, transactional or service alerts, and—only with your consent—marketing or promotional messages. Message frequency varies; message and data rates may apply. You can opt out of marketing and other non-essential SMS by replying STOP to any OpsBack text, managing preferences where available in the Service, or contacting privacy@opsback.com. Opting out of SMS marketing does not automatically opt you out of email, and vice versa.

Program details (message types, consent, rates, HELP, and carrier terms) are described in our Terms of Service (SMS Program section).

9. Cookies and Tracking

We use cookies and similar technologies for:

• Essential Cookies: Required for authentication and security
• Functional Cookies: Remember your preferences
• Analytics: Understand how users interact with our Service

You can manage cookie preferences through your browser settings.

10. Children's Privacy

OpsBack is designed for business use and is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child, we will delete it promptly.

11. International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place to protect your data in accordance with applicable laws, including Standard Contractual Clauses where required.

12. California Privacy Rights (CCPA)

California residents have additional rights under the California Consumer Privacy Act:

• Right to know what personal information is collected
• Right to know if personal information is sold or disclosed
• Right to opt-out of the sale of personal information
• Right to non-discrimination for exercising privacy rights

We do not sell personal information to third parties.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by email and/or by posting a notice on our Service. Your continued use of the Service after changes become effective constitutes acceptance of the updated policy.