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California Privacy Notice

Last Updated: May 29, 2024

This California Privacy Notice (the “Privacy Notice” or “Notice”) provides limited information to California residents only about how HomeServe USA Corp. and its subsidiaries (“HomeServe,” “we,” “us,” “our”) collect, use, and disclose personal information. For more details about our privacy practices and any privacy rights you may have, please see our Privacy Policy. Neither this Notice nor the Privacy Policy apply to personal information we collect we collect in an employment context, such as information collected from or about job applicants or employees.

Information We Collect

We may collect information that personally identifies, relates to, describes, or is capable of being associated with you (“personal information”). The types of personal information we collect about you will vary based on how you use the Sites and/or Services and your relationship with us, but may include:
  • Identifiers such as name, mailing address, service address, email address, phone number, utility account number, HomeServe account number(s) and login credentials, internal identification and reference codes, signatures;
  • Characteristics of protected classifications under California or federal law such as age, marital status, gender;
  • Other demographic information such as the number and ages of children, what language(s) you speak; the number of persons living at the property, household income;
  • Commercial information such as bank account number, payment card information, records of products and services purchased, customer type, account balance and status, utility account number, records of your residential status, job activity descriptions, product and service reviews;
  • Privacy, marketing, and communications preferences such as consents and opt-outs; 
  • Internet or other electronic network activity information such as IP address, device specifications, browsing and search history, clicks, information about how you interact with our emails and digital advertisements, and other data collected by cookies and similar technologies;
  • Geolocation data such as non-precise geographic location indicators from mobile devices, websites, and service addresses;
  • Audio, electronic, visual, thermal, olfactory, or similar information such as call recordings, chat transcripts, photos you submit to us, job photos, images of your properties and equipment;
  • Professional/employment information such as employer, occupation;
  • Education information such as education level; and
  • Inferences drawn from other personal information that relate to your preferences, interests, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.

Some of the personal information listed above may be considered sensitive personal information under relevant privacy laws. Depending on your state of residence, this may include your financial account information and account login credentials. Additionally, some of the personal information listed above may be considered “personal information” as defined in Cal. Civ. Code § 1798.80(e).

How We Use Your Information

We may use personal information and sensitive personal information for business purposes, such as:

  • Account creation, fulfillment, servicing, and customer support: to create customer accounts, allow customers to create online accounts and profiles, provide goods or services, schedule and dispatch contractors/technicians to your location, process payments, keep customers informed about the status of their Services, respond to questions and address customers concerns, deliver updates, upgrades, and product improvement information;
  • Marketing, market research, and analytics: to send communications and offers for our or third parties’ products and services, including offers based on consumers’ interests, personal and business characteristics, and location, perform analytics for market and consumer research, trend analysis, financial analysis, and anonymization of personal information;
  • Collection and credit reporting: to collect on outstanding balances, update credit reporting agencies;
  • Surveys, promotional events, contests: to administer surveys, polls, sweepstakes, contests, loyalty programs, and other promotional events and contests;
  • Other company communications: to provide consumers with information that may be of interest such as company newsletters, announcements, technical notices, updates, reminders, service bulletins, invoices, and security alerts;
  • Website use and analytics: to provide you with access to and use of our Sites and Services, analyze consumers’ use of our Sites, including the use of third-party web analytics services, which may utilize cookies to collect data (such as email and IP addresses);
  • Eligibility and pricing: to determine if consumers are eligible for certain products, services, or offers and the pricing related to such offers;
  • Product research and development: to conduct research and analysis for maintaining, protecting, and developing services, increase and maintain the safety of our products and services, and prevent misuse;
  • Business operations: to evaluate, develop, and improve business operations, products and services offered, conduct audits, evaluate contractors and technicians, and perform business administration and other normal business activities;
  • Compliance: to comply with applicable legal requirements, industry standards, contractual obligations, our policies, and take actions that we deem necessary to preserve and enforce our rights and the rights of others;
  • Information security and fraud prevention: to operate information security and anti-fraud programs; and
  • Other purposes: as otherwise described to you at the point of collection, with your consent, or as required by applicable laws.

We use sensitive personal information related to California consumers solely for purposes that do not trigger opt-out rights under California Consumer Privacy Act regulations. For example:

  • Account login credentials – account creation, fulfillment, servicing, and customer support; website use and analytics; information security and fraud prevention.
  • Financial account information – account creation, fulfillment, servicing, and customer support; information security and fraud prevention.

Third-Party Selling and Sharing

We may disclose personal information to third parties in situations that qualify as a “sale” or “sharing” (for targeted or cross-context behavioral advertising purposes) under applicable privacy laws. For example, we disclose Identifiers and Commercial information to affiliates and Identifiers and Internet or other electronic network activity information to advertising, social media, and analytics companies. We reserve the right to disclose other categories of personal information to other third parties, as outlined further in our Privacy Policy. To opt-out of sales or sharing scenarios, you can use our privacy opt-out form or the Manage Cookies feature on our Sites. 

How Long We Retain Your Personal Information

We may retain each category of personal information for as long as needed or permitted based on your relationship with us, our legal and regulatory obligations, and our need to retain information for normal business purposes, including marketing.