Privacy Policy

Coil is a service of Coil HVAC LLC ("Coil", "we", "us"). This Privacy Policy explains how we collect, use, and share information when you use our website, mobile app, and SMS program.

Information we collect

• Account information: name, email, password (hashed), company name, role.
• Business data you create: customers, jobs, schedules, photos, invoices, estimates.
• Phone numbers you provide for the SMS program (see below).
• Location data: the location of technician devices while the technician is clocked in, and of field-working owner devices on days the owner is marked as working. Collection is scoped to the workday and stops automatically; the Location sharing section below describes exactly when location is collected, who can see it, and how to turn it off.
• Payment information: Coil subscription payments and the payments your shop collects from its own customers (including in-person card payments via Tap to Pay on iPhone) are processed by Stripe. Card details go directly to Stripe; Coil never receives or stores full card numbers and sees only transaction metadata such as amount, status, card brand, and last four digits.
• Usage data: pages viewed, actions taken, IP address, user-agent string.

Location sharing

Coil shows a shop where its technicians are during the workday and lets the customer being served see their technician's ETA. Location sharing is consent-based: techs and field-working owners see an in-app consent screen before any location is collected, and the app stays fully usable if they decline.

When location is collected. The app uses the device's "While Using the App" location permission only; we never request Always-on background permission. For technicians, sharing runs from clock-in to clock-out. For owners who work field jobs, sharing runs only on days they are marked as working in the field, after the same recorded consent as technicians; owners on the Individual tier share only from tapping Navigate until they arrive at the job. Off the clock, and on non-working days, the app collects no location at all.

What is collected. While on the clock, the app records an approximate, battery-saving position every few minutes. Precise location is collected only while driving to a job (from Navigate to Arrived). Sampling continues while the app is in the background for as long as the technician is clocked in or the owner is marked as working, including idle time between jobs, and the device's system location indicator is visible whenever sharing is on.

How we use it. To show the technician's position on the shop's dispatch map, to optimize and rebalance routes, and to share live arrival updates with the customer being served.

Who can see it. The shop's owner and dispatchers see the technician's position on the dispatch map. In addition, while a technician is on the way to a job, the customer for that job can see the technician's approximate position, shown as an area roughly 250 meters across (coordinates rounded to about 50 meters), and ETA through a time-limited tracking link sent for that job. The link requires no account, identifies the technician by first name only, and expires when the technician arrives or after 4 hours, whichever comes first.

Turning it off. Each technician and owner controls sharing with an in-app location toggle, in addition to the device's Settings. Sharing also stops automatically: for technicians at clock-out, when the stored position is deleted immediately, and for owners when they mark themselves done for the day or their working day ends. Any remaining stored position is deleted within 24 hours. Location is never required to clock in or to use the app.

Retention. Coil keeps only the latest position, not a history trail, and deletes it at clock-out and in any case within 24 hours of collection. Diagnostic location traces are kept only for Coil's internal founder test accounts, with their consent, to validate the system.

SMS programs

Coil operates two separate SMS programs. Consent to receive SMS under either program is never a condition of any purchase and the Coil web and mobile apps work fully without SMS opt-in. The complete program terms, including sample messages and opt-in/opt-out flows, are at askcoil.com/sms.

Program 1: Coil SMS Agent (business owners)

The owner-facing SMS Agent lets HVAC business owners on the Coil AI Office Scale tier text our AI assistant from their phone. Phone numbers collected for this program are used solely to deliver assistant responses and transactional notifications. Opt-in is double-confirmed: after entering your number, you must reply YES to a confirmation text before any further messages are sent. Reply STOP to opt out at any time.

Program 2: Coil Front Desk (customer messaging)

Coil Front Desk is a paid add-on (included with the AI Office Scale tier) that provides HVAC service businesses with a dedicated phone number for inbound customer communication. When a customer texts the shop's Front Desk number, Coil's platform sends an automated acknowledgement on the shop's behalf, then the shop's office staff follow up over the same thread.

Coil's role in Front Desk inbound message content: when a customer texts a shop's Front Desk number, the inbound message and any subsequent thread content are stored on Coil's infrastructure as part of the shop's customer-relationship data. Coil processes this data on behalf of the contracted shop solely to enable the shop's communication with its own customer (acknowledgement reply, intake routing, staff follow-up). Coil does not use Front Desk inbound message content for marketing, model training, or any purpose other than operating the service for the shop.

Reply STOP (or STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT) to opt out at any time. Reply HELP or INFO for help.

Common to both SMS programs

Coil does not share, sell, or rent phone numbers, SMS opt-in data, or message content to third parties for marketing purposes under either program. Message and data rates may apply depending on your carrier. Wireless carriers (including AT&T, T-Mobile, Verizon, US Cellular, Sprint, and Boost Mobile) are not liable for delayed or undelivered messages. For help with either program, email support@askcoil.com.

Voice and voicemail (Coil Front Desk)

Coil Front Desk includes an inbound voice channel for HVAC service businesses. Callers dial the shop's published Front Desk phone number, hear a greeting that discloses the call is recorded, and leave a voicemail. Recorded voicemails are then transcribed automatically as described below.

What Coil collects: the caller's phone number (Caller ID where presented), the voicemail audio file, an automated speech-to-text transcript of the audio, and call metadata (timestamp, duration, the shop's Front Desk number that was dialed).

How Coil uses voicemail content: voicemail audio and transcripts are stored on Coil's infrastructure as part of the shop's customer-relationship data and used solely to enable the shop's follow-up with its own caller. Coil does not use voicemail content for marketing, model training, or any purpose other than operating the service for the contracted shop.

Two-party consent jurisdictions: in states that require all parties to consent to call recording (including but not limited to California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington), the voicemail greeting plays a recording disclosure before the caller is prompted to leave a message. Callers who continue past the disclosure are deemed to have consented to the recording. Callers who do not wish to be recorded should hang up before leaving a message.

Transcription provider: voicemail audio is transcribed using OpenAI's speech-to-text API. The audio is processed under the provider's API data-usage terms, which prohibit using the audio to train models and limit retention to a short abuse-monitoring window (up to about 30 days) before deletion.

Retention and deletion: voicemail audio and transcripts are retained for as long as the shop's Coil account is active. Upon account deletion, voicemail data stored on Coil's systems is deleted or anonymized within 30 days, except where retention is required by law. Our telephony provider (Twilio) also holds a copy of call recordings under its own retention controls; email support@askcoil.com to request deletion of provider-side copies.

Email (Coil Front Desk)

Coil Front Desk includes an inbound email channel for HVAC service businesses. Customers email the shop's published Front Desk email address (typically formatted as shopslug-token@inbound.askcoil.com). Coil's email infrastructure provider receives the message, posts the metadata to Coil via a signed webhook, and Coil then fetches the full message body and any attachments via the provider's API.

What Coil collects: the sender's email address and display name, recipient address, subject line, message body (plain text and HTML), any attachments, message headers (including timestamp and routing), and the provider's message identifier.

How Coil uses inbound email content: email content, headers, and attachments are stored on Coil's infrastructure as part of the shop's customer-relationship data and used solely to enable the shop's follow-up with the sender. Coil does not use inbound email content for marketing, model training, or any purpose other than operating the service for the contracted shop.

Opt-out: senders may reply to the shop directly with an opt-out request, or email support@askcoil.com to be excluded from further Coil-operated outreach on the shop's behalf.

Retention and deletion: inbound email content and attachments are retained for as long as the shop's Coil account is active. Upon account deletion, email data is deleted or anonymized within 30 days, except where retention is required by law.

How we use information

• To provide and operate the Coil service (scheduling, dispatch, AI assistance).
• To share live arrival updates with the customer being served, as described in Location sharing above.
• To send you transactional messages and AI assistant responses you've requested.
• To maintain security, prevent abuse, and meet legal obligations.
• To improve Coil's features and reliability.

AI features

Some Coil features are powered by OpenAI's API: the AI assistant chat, the owner SMS Agent, Front Desk message understanding and voicemail transcription, equipment nameplate photo reading, AI-generated summaries and follow-up drafts, and CSV import parsing. To run these features, the relevant content (for example a chat message and related business records, an inbound customer text or email, a voicemail audio file, or a nameplate photo) is sent to OpenAI for processing. Under OpenAI's API terms, this data is not used to train OpenAI's models and may be retained by OpenAI for up to about 30 days for abuse monitoring before deletion. Coil does not use your data to train AI models.

How we share information

We share information with the service providers we use to operate Coil: Supabase (database, authentication, storage), Stripe (payments and subscription billing), Twilio (SMS and voice), Resend (email delivery and inbound email), OpenAI (AI assistant processing and voicemail transcription; see AI features above), Google (route optimization and address autocomplete), Expo (push notification delivery), and Cloudflare (hosting). These providers are bound by contracts that limit their use of your data to providing the service to us, and our AI provider is barred from using your data to train its models.

One recipient category beyond service providers: while a technician is on the way to a job, the customer for that job can see the technician's approximate position and ETA through a time-limited tracking link, as described in Location sharing above. We do not sell your information.

Data retention

We retain account and business data for as long as your account is active. Upon account deletion, we delete or anonymize your data within 30 days, except where retention is required by law (e.g., tax records). Technician location points are short-lived operational data: the latest position is deleted at clock-out, and any location point is deleted within 24 hours of collection.

Your rights

You can access, correct, export, or delete your data at any time from Settings, or by emailing support@askcoil.com.

Children

Coil is a business tool and is not directed to children. You must be at least 18 years old to create a Coil account, consistent with our Terms of Service. We do not knowingly collect data from children.

Changes to this policy

We will post any updates here and, for material changes, notify you by email.

Contact

Coil HVAC LLC, support@askcoil.com