1. Who We Are
PliersLab("we," "us," "our") is the company that operates PliersVoice, an AI phone-assistant service for small trade businesses (currently in private pilot with HVAC contractors). PliersVoice answers inbound phone calls on behalf of our partner businesses, qualifies the caller's needs, and books appointments to the partner business's calendar.
If you are a customer who has called a PliersVoice-powered business, this policy explains what information we collect about you, how we use it, and your rights regarding that information.
If you are a partner business using PliersVoice, please refer to our service agreement for details about business data handling.
2. Information We Collect
When you call a PliersVoice-powered business, we may collect the following information:
- Voice recording and transcript of your call. Calls are recorded and transcribed for service quality and to enable our AI to qualify your service request.
- Information you provide during the call, including your name, service address, callback phone number, and a description of the service issue.
- Caller ID information (your phone number), which we receive automatically from the phone network.
- Call metadata, including the time and duration of your call and the urgency classification assigned by our AI.
We do not collect:
- Payment information (we do not process payments)
- Social Security numbers or government IDs
- Health or medical records (other than incidental mentions during call qualification, e.g., whether someone in the home has a medical condition affecting urgency)
3. How We Use Your Information
We use the information we collect to:
- Schedule your service appointment with the partner business
- Send you SMS confirmations and reminders about your appointment
- Notify the partner business owner about your call and booking
- Improve the accuracy and quality of our AI assistant service
- Comply with legal obligations
4. Information We Share
We share information with:
- The partner business you called. They receive your name, address, phone number, and the details of your service request — this is necessary to complete the appointment.
- Service providers we use to operate PliersVoice, including Retell AI (voice processing), Google (calendar integration), Twilio (SMS delivery), Supabase (data storage), and Vercel (hosting). These providers process information only as needed to provide their services.
- Legal authorities when required by law, subpoena, or court order.
We do not sell your personal information to third parties. We do not share your information for marketing purposes outside the partner business you contacted.
5. SMS Messaging
We send SMS messages only:
- To customers who have provided a phone number during a call to a PliersVoice-powered business and have given verbal opt-in to a text confirmation when the AI assistant asks. The verbal answer and timestamp are recorded with the booking.
- To partner business owners about bookings, urgent calls, and customer activity on their business phone line. Partner owners opt in either by checking a consent box on the public signup form, or by clicking a one-time confirmation link emailed to them. Until a partner has confirmed, no owner SMS is sent to that partner’s phone — the booking is still recorded in their dashboard and post-call email summary.
Mobile information is not shared. Mobile phone numbers, SMS opt-in status, and any consent data we collect for SMS messaging are not shared, sold, leased, or otherwise transferred to third parties or affiliates for marketing or promotional purposes. The only parties who receive your phone number are (1) the partner business you contacted, for the purpose of completing your appointment, and (2) our SMS delivery provider (Twilio), acting solely as a subprocessor on our behalf to deliver the messages.
You can opt out of SMS at any time by replying "STOP" to any message. See our SMS Terms for details.
6. Data Retention
We retain call recordings, transcripts, and call metadata for up to ninety days, after which call recordings are deleted. Transcripts and structured call data may be retained longer for the purpose of improving our AI service, with personally identifying details (name, phone, address) removed where feasible.
Customer information shared with the partner business is governed by that business's own privacy practices once received.
7. Your Rights
Depending on your jurisdiction, you may have the right to:
- Request a copy of the information we hold about you
- Request correction of inaccurate information
- Request deletion of your information
- Opt out of SMS communications
- Request we stop processing your information for certain purposes
To exercise these rights, contact us at support@plierslab.com.
8. Security
We use industry-standard security practices to protect your information, including encrypted storage, access controls, and TLS encryption for data in transit. However, no system is perfectly secure. We cannot guarantee absolute security but commit to notifying affected users in the event of a data breach as required by law.
9. Children's Privacy
PliersVoice is not directed to children under 13. We do not knowingly collect information from children under 13. If you believe a child has provided us with information, please contact us at support@plierslab.com.
10. Changes to This Policy
We may update this policy from time to time. The "Last updated" date at the top will reflect the most recent change. Material changes will be communicated via the partner business or via SMS where appropriate.
11. Contact
For questions about this policy, contact us at: