Privacy Policy

Contact and Identity Information

We may collect:

• First and last name;
• Telephone or mobile number;
• Email address;
• Mailing or project address;
• City, state, and ZIP code; and
• Preferred method of communication.

Flooring-Project Information

We may collect:

• Project type and flooring preferences;
• Property details and room measurements;
• Photos, videos, or documents you provide;
• Budget and timeline information;
• Installation requirements;
• Project notes and specifications; and
• Other information relevant to your flooring consultation.

Please do not submit Social Security numbers, government-identification numbers, financial-account passwords, full payment-card numbers through chat, or other information that is not reasonably necessary for a flooring consultation.

Appointment Information

We may collect and maintain:

• Requested and confirmed appointment dates and times;
• Appointment status;
• Assigned salesperson, technician, or flooring provider;
• Confirmation, rescheduling, cancellation, and no-show information;
• Consultation notes;
• Proposal or sales status;
• Installation status; and
• Follow-up history.

We may use secure links, one-time codes, telephone-number verification, email verification, or other reasonable methods to help you retrieve, reschedule, or cancel an appointment.

Communications and AI-Interaction Information

When you use our website chat, text us, email us, or speak with our Voice AI or staff, we may collect:

• Messages and chat content;
• Email communications;
• Telephone-call audio;
• Call recordings and transcripts;
• AI-generated summaries;
• Dates, times, durations, and outcomes of communications;
• Customer-service notes;
• Appointment and qualification information; and
• Whether the communication was transferred to a person.

Payment and Transaction Information

If you make a deposit or other payment, we and our payment processor may collect or process:

• Billing name and contact information;
• Payment amount;
• Invoice and transaction number;
• Payment status;
• Payment method type;
• Refund, dispute, or chargeback information; and
• Limited payment-card details made available by the processor, such as the card brand and last four digits.

Full payment-card information is generally collected and processed by the payment processor rather than directly by us.

Website, Device, and Advertising Information

When you visit the website, we and our technology providers may automatically collect:

• Internet Protocol address;
• Device and browser type;
• Operating system;
• Pages viewed;
• Referring website;
• Date and time of access;
• General geographic information;
• Website interactions;
• Form and booking activity;
• Cookie and advertising identifiers;
• Google Click Identifier information, including GCLID, GBRAID, and WBRAID;
• UTM campaign parameters; and
• Information used to detect fraud, abuse, or website errors.

We may obtain information:

• Directly from you;
• Through our website forms and scheduling pages;
• Through website chat and AI interactions;
• Through incoming and outgoing calls, texts, and emails;
• From an assigned flooring provider or salesperson;
• From payment processors;
• From advertising and analytics providers;
• From referral sources; and
• Automatically through cookies and similar technologies.

We may use information to:

• Respond to questions;
• Explain approved flooring products and services;
• Confirm whether a location is within the service area;
• Qualify and route consultation requests;
• Schedule, confirm, reschedule, or cancel appointments;
• Connect customers with an appropriate flooring provider;
• Prepare the assigned provider for the consultation;
• Send appointment confirmations and reminders;
• Conduct customer-service follow-up;
• Transfer a customer to a staff member;
• Maintain HighLevel contact, appointment, and opportunity records;
• Reduce duplicate customer records;
• Generate call and chat summaries;
• Create and send proposals, invoices, payment links, and receipts;
• Record deposits and payment status;
• Operate and improve the website and communications systems;
• Train, monitor, test, and improve our customer-service processes;
• Measure Google Ads and other advertising performance;
• Report qualified leads, completed consultations, sales, and revenue for advertising attribution;
• Detect spam, fraud, security threats, and misuse;
• Enforce our agreements;
• Resolve disputes;
• Comply with legal obligations; and
• Protect our customers, company, service providers, and others.

Our AI systems may:

• Answer approved general questions;
• Ask about your flooring project;
• Collect contact and project information;
• Check appointment availability;
• Schedule, reschedule, or cancel consultations;
• Update customer records;
• Generate summaries and suggested responses; and
• Transfer or refer a conversation to a person.

Calls with our staff or AI telephone assistant may be monitored, recorded, and transcribed for:

• Appointment scheduling;
• Customer service;
• Quality assurance;
• Training;
• Documentation;
• Security;
• Dispute resolution; and
• Improvement of our systems.

Communications may include:

• Responses to your inquiry;
• Appointment confirmations;
• Appointment reminders;
• Rescheduling or cancellation notices;
• Service updates;
• Missed-call responses;
• Requested callbacks;
• Proposal, invoice, payment, or receipt information; and
• Follow-up concerning your flooring project.

Information shared may include:

• Customer name;
• Telephone number;
• Email;
• Project address;
• Flooring type;
• Property type;
• Appointment details;
• Project notes;
• Uploaded photos or documents; and
• Communication history relevant to the request.

Technology and Operational Providers

These may include providers that support:

• Website hosting;
• CRM and appointment scheduling;
• AI chat and Voice AI;
• Telephone calls and text messaging;
• Email delivery;
• Cloud storage;
• Cybersecurity;
• Customer support;
• Document signing;
• Invoicing;
• Analytics; and
• Advertising measurement.

Payment Processors

Payment and transaction information may be shared with Stripe or another approved payment processor, financial institution, card network, fraud-prevention provider, or billing provider as needed to process or manage a transaction.

Advertising and Analytics Providers

We may disclose website, campaign, conversion, and customer-match information to Google and other providers for analytics, conversion measurement, attribution, fraud prevention, and advertising optimization.

Professional Advisers

We may provide information to attorneys, accountants, insurers, auditors, consultants, or other professional advisers where reasonably necessary.

Legal and Safety Purposes

We may disclose information when we reasonably believe disclosure is necessary to:

• Comply with a law, subpoena, court order, or legal process;
• Respond to a government request;
• Investigate fraud or misuse;
• Protect legal rights;
• Protect the safety of customers or others;
• Enforce an agreement; or
• Establish, exercise, or defend a legal claim.

Business Transactions

Information may be transferred as part of a merger, sale, financing, acquisition, restructuring, bankruptcy, or transfer of all or part of the business, subject to applicable law.

With Your Direction or Consent

We may disclose information when you ask us to do so or provide consent.

These tools may help us understand:

• How visitors reach the website;
• Which advertisements generate inquiries;
• Which inquiries become qualified leads;
• Which leads schedule or complete consultations;
• Which consultations result in sales; and
• The revenue associated with advertising-generated customers.

Essential cookies

These support website security, navigation, forms, appointment scheduling, and other functions necessary for the website to operate

Analytics and performance cookies

These help us measure site traffic, diagnose errors, understand page usage, and improve performance.

Advertising cookies

These may help measure advertising conversions, prevent duplicate attribution, limit advertising frequency, and improve campaign performance.

You may be able to control cookies through the website’s cookie settings or your browser. Blocking some cookies may affect website or scheduling functionality.

Where applicable law requires us to recognize a legally valid browser-based privacy preference signal, we will process that signal as required.

• Respond to and manage a request;
• Maintain appointment, customer, transaction, and service records;
• Operate customer-service and follow-up workflows;
• Measure advertising and business performance;
• Meet accounting, tax, insurance, contractual, and legal requirements;
• Prevent fraud and misuse;
• Resolve disputes; and
• Enforce agreements.

These safeguards may include:

• Access controls;
• Password and multifactor-authentication requirements;
• Encryption in transit;
• Role-based CRM access;
• Vendor access restrictions;
• Secure payment processing;
• Logging and monitoring; and
• Employee or contractor confidentiality requirements.

Depending on where you live and whether a particular privacy law applies, you may have the right to:

• Confirm whether we process your personal information;
• Request access to certain information;
• Correct inaccurate information;
• Request deletion;
• Request a portable copy of information you provided;
• Opt out of targeted advertising;
• Opt out of a legally defined sale or sharing;
• Opt out of certain profiling;
• Withdraw consent where processing is based on consent;
• Appeal a decision concerning a privacy request; and
• Exercise privacy rights without unlawful discrimination.