Privacy Policy

Last updated: May 29, 2024

HomeServe USA Corp. and its subsidiaries (“HomeServe,” “we,” “us,” “our”) respect your privacy. This Privacy Policy (“Privacy Policy” or “Policy”) describes how we collect, use, and disclose your personal information and any rights you may have with respect to such information. It governs personal information we collect through our website(s), microsite(s), mobile website(s), and mobile applications (collectively, “Sites”) and personal information we collect from you or third parties through any other means to provide our services or perform other business activities (collectively, “Services”). The Policy does not apply to personal information we collect in an employment context, such as information collected from or about job applicants or employees.

Please read this Privacy Policy, which is part of our website Terms of Use, before using our Sites or Services. By Accessing or using our Sites or Services, you agree to the Terms of Use and this Policy. California residents should also read our California Privacy Notice, which supplements this Policy.

1. About This Privacy Policy

2. Information We Collect

Personal information

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).

Deidentified and aggregate information

We may deidentify or aggregate personal information or other data we collect and may use and disclose it for any business purpose permitted by applicable law. Once deidentified or aggregated, this data is no longer considered personal information because we cannot reasonably associate it with an identifiable person.

Usage data and sites activity

We automatically collect information in connection with the actions you take on our Sites (“Usage Data”). For example, each time you use our Sites, we automatically collect the type of web browser you use, the type of device you use, your operating system and version, your internet service provider, your IP address, the pages you view, referring and exit pages, the date and time of your visit, the number of clicks to, from, and within our Sites, and the duration of your visits to our Sites. If we can reasonably associate this information with you, we treat it as personal information under the categories of Identifiers or Internet or other electronic network information, as appropriate. If we cannot reasonably associate this information with you, we treat it as Usage Data.

Communication recordings

We may record calls and retain the content of text messages, chat transcripts, emails, and other written/electronic communications between you and us. By communicating with us, you consent to our recording and retention of communications.

3. How We Collect Information

From you

We may ask you to provide us with personal information when you communicate with us online or offline, including as part of enrollment or through events, surveys, and marketing programs. You are not required to provide us your personal information; however, if you choose not to provide the requested information, you may not be able to use some features of the Sites or Services, or we may not be able to fulfill your requested interaction. We may also capture personal information when you contact us by phone, email, or through other means.

Third-party data sources

Where permissible, we may collect personal information from third-party data sources such as contractors and technicians, utility companies, data brokers, consumer reporting agencies, marketing agencies and partners, analytics firms, other consumers, and government agencies.

Cookies and other automated tools

We and third parties use cookies (small text files placed on your computer to identify your computer and browser), log files, beacons, pixels, and other automated tools (collectively “cookies”) to collect personal information and Usage Data, track your interaction with our Sites, improve the experience of the Sites and Services, and conduct targeted advertising. Many web browsers are initially set up to accept cookies. You can reset your web browser to refuse all cookies or to indicate when a cookie is being sent; however, certain features of our Sites may not work if you delete or disable cookies.

We use the following types of cookies:

• Strictly Necessary: These cookies are essential to operate the Sites and provide you with services you have requested.
• Functional: These cookies enable certain features or nonessential functionality on our Sites. For example, we might use these cookies to recognize you and remember your preferences or settings when you return to our Sites so we can provide you with a more personalized experience.
• Targeting Cookies: These cookies allow us and third parties to learn more about you, including your use of our Sites and other websites, and advertise products or services that might interest you as further indicated below.
• Performance Cookies: These cookies help us and third parties understand how our Sites are working and who is visiting our Sites.

Among other tools, our Sites use Google Analytics to collect and process personal information and Usage Data. Click here to learn more about how Google uses your information.

You can opt-out of certain types of cookies by using the Manage Cookies feature on our Sites.

If you arrive at our Sites by “clicking through” from another website, we and third parties may receive additional information from that website such as the terms you searched that led you to our Sites. You should review the Privacy Policy of any website from which you reached our Sites to determine what information the operator collects and how it uses such information. We may retain information about you provided to us by other websites and will use it in accordance with this Privacy Policy. We may associate such information with other Usage Data or personal information.

Interest-based advertising

We may work with third-party advertisers, search providers, and ad networks (“Advertisers”) to learn more about you and show you ads or other content that we believe would be relevant to you. Advertisers may collect and use information about your use of our Sites or Services as well as other websites and services. These companies may use cookies to collect and use your information. We and/or Advertisers may also append other data to the data collected by Advertisers to create an interest profile of individual users. Our Privacy Policy does not cover any use by an Advertiser of information that they may collect from you. Advertisements may be shown via our Sites or on third-party websites.

If you want to reduce the volume of interest-based advertising you receive, you can also visit the Digital Advertising Alliance (DAA) Consumer Choice Page, Canadian DAA Opt-Out Page, and/or the Network Advertising Initiative Consumer Opt-Out Page. These websites allow you to opt-out of participating interest-based advertising networks. Opt-outs are device and browser specific; therefore, you will need to set your opt-out preferences for each device and browser. Deleting browser cookies can remove your opt-out preferences; however, these organizations may offer browser extensions that help preserve the opt-out preferences you set. Please note that opt-outs only apply to interest-based advertising. You may still receive other types of online advertising.

Information from advertisements

If you arrive at our Sites via an advertisement (e.g., banner ad), we may collect information regarding the advertisement and your interactions with it (e.g., item clicked, date, and time).

Social media features

The Sites may include social media features, such as Facebook, YouTube, Pinterest, LinkedIn, Instagram, and Twitter widgets. These features may collect information about your IP address and the pages you visit on our Sites as well as other personal information. A cookie may be set to ensure that a feature properly functions. Your interactions with features are governed by the privacy policies of the companies that provide them and you should review the relevant privacy policies before interacting with these features.

4. How We Use and Disclose Information

Generally

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.

Reviews and testimonials

If you provide a review or testimonial, we may post it publicly on our Sites or in other advertising materials. By providing a review or testimonial, you give us permission to use it in any manner and for any purpose, including in marketing and advertising communications.

Service providers

We may provide your personal information to other businesses who provide services to us or on our behalf (“Service Providers”). Categories of Service Providers we use may include:

• Fulfillment and account servicing vendors and partners, which help us provide Services and information to you or service your account or benefits;
• Payment processors, which help us accept and process payments for our Services;
• Marketing and communications vendors, which help us market our Sites and Services to you, conduct promotions, surveys, and other outreach campaigns;
• Research and development vendors, which help us develop and improve our Sites and Services;
• Data and business analytics vendors, which help us collect, analyze and improve the accuracy of our data (including personal information);
• IT and network administration vendors, which provide services such as data storage and management, website hosting, and data security;
• Professional service firms, which provide accounting, legal, and other professional services; and
• General service providers, which help us with day-to-day business operations such as office support services, courier services, facilities management, and document destruction.

We require each Service Provider to use reasonable security measures appropriate to the nature of the information involved to protect your personal information from unauthorized access, use, or disclosure. We also prohibit Service Providers from using personal information we provide other than as specified by us.

International data transfers

We, our Service Providers, and third-party partners (including affiliates) may store or otherwise process your personal information in any country. By using our Sites or Services, you acknowledge and agree that we may store and process your personal information outside the country in which you reside.

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. Categories of third parties to whom we may sell or share personal information include affiliates, retailers, companies that provide other home services, other sellers of consumer goods or services, and advertising, social media, and analytics companies. These third parties may use your personal information for their everyday business purposes, including marketing. Although we may sell or share Identifiers generally, we do not sell/share text message “opt-in” data. Your choice to opt into text message and similar marketing programs is not transferable to unaffiliated third parties.

Other third-party disclosures

We may also occasionally disclose your personal information to third parties for non-sale purposes such as:

• To comply with the law;
• To respond to legal requests (including court orders, investigative demands, and subpoenas) if, in our discretion, we believe it is necessary or appropriate;
• To prevent or stop any illegal, unethical, or legally actionable activity;
• To protect the safety, property, or rights of ourselves, consumers, or any other third party;
• In connection with a proposed or actual merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, sale or divestiture of company assets or business, or similar corporate transaction;
• To businesses controlling, controlled by, or under common control with us; and
• For additional purposes with your consent where such consent is required by law.

Summary of privacy practices

This chart summarizes our privacy practices, by category of personal information, as contemplated under certain privacy laws. Please note that we may not use or disclose each data element within a given category of personal information for the same purposes.

Category of Personal Information	Purposes of Processing	Disclosures
All categories	Business operations Compliance As described to you at the point of collection or with your consent	Service Providers: We disclose each category of personal information to Service Providers. Third parties: We may disclose each category of personal information for the purposes listed in the "Other third-party disclosures" subsection.
Identifiers	For each purpose listed at the top of Section 4.	Affiliates: We disclose this information to affiliates for marketing and general business purposes. This may qualify as sale under certain privacy laws. Advertising, social media, and analytics companies: We disclose this information to these companies for marketing and analytics purposes. This may qualify as a sale (or sharing for cross-context behavioral or targeted advertising purposes) under certain privacy laws.
Characteristics of protected classifications under California or federal law	Marketing, market research, analytics Surveys, promotional events, contests	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Other demographic information	Account creation, fulfillment, servicing, and customer support Marketing, market research, analytics Surveys, promotional events, contests Other company communications Eligibility and pricing	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Commercial information	For each purpose listed at the top of Section 4.	Affiliates: We disclose this information to affiliates for marketing and general business purposes. This may qualify as sale under certain privacy laws.
Privacy, marketing, and communications preferences	Account creation, fulfillment, servicing, and customer support Marketing, market research, analytics Surveys, promotional events, contests Other company communications	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Internet or other electronic network activity information	Account creation, fulfillment, servicing, and customer support Marketing, market research, analytics Surveys, promotional events, contests Other company communications Website use and analytics Product research and development Information security and fraud prevention	Advertising, social media, and analytics companies: We disclose this information to these companies for marketing and analytics purposes. This may qualify as a sale (or sharing for cross-context behavioral or targeted advertising purposes) under certain privacy laws.
Geolocation data	We use general location information for each purpose listed at the top of Section 4. We do not collect precise geolocation data.	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Audio, electronic, visual, thermal, olfactory, or similar information	For each purpose listed at the top of Section 4.	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Professional/employment information	Marketing, market research, analytics Surveys, promotional events, contests	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Education information	Marketing, market research, analytics Surveys, promotional events, contests	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Inferences drawn from other personal information	Marketing, market research, analytics Collections and credit reporting Surveys, promotional events, contests Website use and analytics	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Sensitive personal information: account login credentials	Account creation, fulfillment, servicing, and customer support Website use and analytics Information security and fraud prevention	We do not sell this information or share it for cross-context behavioral or targeted advertising.
Sensitive personal information: financial account information	Account creation, fulfillment, servicing, and customer support Information security and fraud prevention	We do not sell this information or share it for cross-context behavioral or targeted advertising.

5. Third-Party Websites and Links

The Sites or Services may contain links to third-party websites, including social media platforms. Please be aware that if you access these links, you will leave our site. We encourage users to read the privacy policies of those sites, as we are not responsible for their content, links, or privacy practices.

6. Data Security

We recognize the importance of safeguarding the confidentiality of personal information from loss, misuse, or alteration. Accordingly, we employ commercially reasonable administrative, technical, and physical safeguards to protect personal information from unauthorized access, disclosure, and use. Even with these safeguards, no data transmission over the Internet or other network can be guaranteed 100% secure. As a result, while we strive to protect information transmitted on or through our Sites or Services, you do so at your own risk.

7. Children’s Privacy

Our Sites and Services are designed and intended for those who have reached the age of majority (18 or 19 years of age, depending on your jurisdiction of residence). By using our Sites or Services, you affirm that you are at least the age of majority in your jurisdiction of residence. We are not liable for any damages that may result from your misrepresentation of age.

No one under the age of 18 is authorized to submit any information, including personal information, through our Sites or Services. Under no circumstances may anyone under the age of 18 use our Sites or Services. Parents or legal guardians of children under 18 cannot agree to this Policy or the Terms of Use on their behalf. We will not knowingly collect any personal information from children under the age of 18. If You become aware that a child has submitted their personal data to us in a manner that is inconsistent with this section, please contact us and we will delete such information.

8. Marketing Opt-Outs

You can opt out of marketing emails by clicking the unsubscribe link included therein. You can opt out of each text message campaign by replying “STOP” to any message received as part of that campaign. You can opt out of direct mail advertisements and telemarketing calls using the contact information listed below. If you opt-out of one or more types of marketing communications, you may still receive administrative, transactional, and other nonmarketing messages from us, including surveys.

9. Additional State Privacy Rights

If you are a resident of Nevada, you may opt-out of future sales of your personal information through our privacy opt-out form

If you are a consumer who resides in California, Colorado, Connecticut, Montana, Oregon, Texas, Utah, or Virginia, you may have additional rights to access and control your personal information. Exemptions may apply. Consumer privacy rights include:

Right to opt-out from the sale or sharing of personal information

You have the right to direct us not to sell or share (for targeted or cross-context behavioral advertising purposes) your personal information to third parties. We will process verified requests within 15 days, subject to any applicable exceptions and extensions permitted by law.

Right to know

You have the right to request twice per 12-month period that we provide you (i) the categories or specific pieces of personal information we collected about you; (ii) the categories of sources from which your personal information was collected; (iii) the business or commercial purpose(s) for which we collected your personal information; and (iv) the categories of third parties with whom we sold, shared, or disclosed your personal information, including the categories of personal information sold, shared, or disclosed to each and the purposes for doing so. We will not provide specific pieces of personal information unless you expressly request them.

To protect your personal information, you must provide the required information and/or documentation to verify your identity. We will process verified requests within 45 days, subject to any applicable exceptions and extensions permitted by law.

Right to delete

You have the right to request that we delete any personal information we have collected about you. Exemptions may apply, for example if we need the information to complete a requested or reasonably anticipated transaction, prevent security incidents or fraud, enable internal uses that are reasonably aligned with your expectations, or comply with legal obligations. To prevent unauthorized individuals from making deletion requests, you must provide required information and/or documentation to verify your identity. We will process verified requests within 45 days, subject to any applicable exceptions and extensions permitted by law. We will retain a record of your deletion request as required by law.

Right to correct

You have the right to request that we correct inaccurate personal information we maintain about you. If you submit a correction request, we will provide instructions for you to provide us with optional documentation to support your request and we will consider it. We may decline to correct your personal information if a legal exemption applies such as if we determine that your request is fraudulent or abusive or if we determine, based on the totality of the circumstances, that your correction is more likely inaccurate than accurate. We may decide to delete your allegedly inaccurate personal information instead of correcting it. We will process verified requests within 45 days, subject to any applicable exceptions and extensions permitted by law.
If you only wish to update your contact information or other personal information rather than disputing its accuracy, please make the changes directly in your account or contact us at 1-833-950-0094.

Right to appeal

You have the right to appeal our decision to deny, in full or in part, one or more of your privacy requests. We will process appeal requests within 45 days of receipt, subject to any applicable exemptions and extensions permitted by law. If we deny your appeal, we will provide you with a written explanation of the reasons for our decision. If you are not satisfied with our explanation for the denial of your appeal, you may have an additional right under certain laws to contact your state Attorney General to submit a complaint about the appeal results. In such case, we will provide you with instructions for doing so.

Submitting a privacy request

If you are a resident of a state that provides privacy rights and would like to exercise a privacy right, you may submit a request by calling us at 1-833 950-0094, emailing us at privacy@homeserveusa.com, or submitting your request through our online privacy request form and/or privacy opt-out form. If you submit a request via email, please be specific in your request(s) and provide at least your name, phone number, and property address. After you submit your request, we may contact you to obtain additional information necessary to locate your record and/or verify your identity. For example, we may require you to verify certain information in our files or submit a signed declaration under penalty of perjury verifying your identity. We cannot process certain requests without verifying your identity, so please respond promptly to our request.

To opt-out of third-party data collections from our Sites that qualify as sales or relate to targeted advertising, you must also (1) use the “#one-trust-cookie-settings#” feature on our Sites or (2) use your browser or a browser extension to send us a Global Privacy Control (GPC) or Do Not Track signal. To opt-out of offline sales and sharing scenarios, you must also submit a request through our privacy opt-out form (linked above).

If you are an authorized agent submitting a request for another consumer, you must provide a copy of a lawful power of attorney or written signed authorization from the consumer (along with proof of your identity). After submitting the request, you will receive an email. You can respond to this email to provide the required documentation. We may contact you and/or the consumer on whose behalf you claim to act to verify your authorization.

Non-discrimination notice

We will not discriminate against any consumer for exercising their privacy rights under law or this Policy.

10. Canadian Privacy Rights

If you are a Canadian resident, you may submit a request to access or correct the personal information we collected about you using the contact information below. You may also submit questions or complaints using these contact methods.

11. Contact Us

If you wish to update your personal information, opt-out of certain marketing campaigns, or have any questions, comments, or complaints about this Policy, please contact us at:

HomeServe USA Corp.
ATTN: Privacy Officer
45 Glover Ave, 6th Floor,
Norwalk, CT 06850
1-833-950-0094
privacy@homeserveusa.com