Privacy
Policy
Effective Date: May 5, 2026
KleanCierge (“we,” “us,” or “our”) respects your privacy. This policy explains how we collect, use, and protect your personal information when you use our website and services.
Information We Collect
Account Information
What: Name, email address, phone number, mailing address
Why: To create and manage your account, communicate about services, and process reservations
Property Information
What: Service address, property type, square footage, number of rooms
Why: To provide accurate service estimates, customize recommendations, and dispatch service teams
Payment Information
What: Payment card details processed securely through Stripe
Why: To process deposits, service payments, and issue refunds. We never store your full card number on our servers.
Service History
What: Reservation dates, service types, preferences, notes
Why: To improve service quality, provide personalized recommendations, and maintain accurate records
Photos (Handyman Requests)
What: Photos uploaded for handyman service quote requests
Why: To assess project scope and provide accurate quotes. Photos are stored securely in AWS S3 with encryption and automatically scanned for security.
Usage Data
What: Pages visited, features used, device information, IP address
Why: To improve our website experience, diagnose technical issues, and understand how our services are used
SMS and Email Conversation Records
What: Inbound and outbound SMS and email message bodies, timestamps, sender phone or email, recipient phone or email, and intent classification produced by our AI agent
Why: To coordinate reservation activity, deliver notifications, train and improve our automated agent, comply with CTIA recordkeeping requirements, and audit communications between you, our Service Pros, and the KleanCierge admin. AI-generated intent labels are derived server-side and never sent back to you. Records are retained for two (2) years and then automatically deleted via DynamoDB time-to-live.
AI Agent Escalation Data
What: When our automated agent cannot resolve a conversation, the conversation summary, your first name, your contact channel, and the related reservation id are forwarded by email to a KleanCierge admin
Why: To allow a human admin to follow up on issues the AI could not resolve. Forwarded data is limited to what the admin needs to respond. Payment card numbers and other sensitive financial data are never forwarded.
How We Protect Your Data
We use industry-standard security measures to protect your information:
- All data transmitted over HTTPS with TLS encryption
- Payment processing handled by Stripe (PCI DSS Level 1 certified) — we never store your card details
- User authentication powered by AWS Cognito with encrypted credentials
- Uploaded photos encrypted at rest in AWS S3 and scanned for malware
- Access to customer data restricted to authorized personnel only
When We Share Your Data
We do not sell your personal information. We share data only:
- With service providers: Stripe (payment processing), Amazon Web Services (hosting, data storage, email delivery, AWS Bedrock running Anthropic's Claude foundation model for our automated agent), Google Analytics (website analytics), AWS Pinpoint and SES (SMS and email communications), and independent Service Pros assigned to your property. AWS Bedrock processes inbound SMS conversations to interpret intent and reply; per AWS's service terms your conversation content is not used to train the underlying model.
- When required by law: To comply with legal obligations, court orders, or government requests
- To protect rights: To enforce our terms, prevent fraud, or protect safety
- We do not sell your personal information. We have never sold personal information and have no plans to do so.
Your Privacy Rights
Under applicable federal and state privacy laws, including the Virginia Consumer Data Protection Act (VCDPA) and the Maryland Online Data Privacy Act (MODPA), you have the following rights:
- Access: Request a copy of the personal data we hold about you
- Correction: Update or correct inaccurate information
- Deletion: Request deletion of your personal data (subject to legal retention requirements)
- Portability: Request your data in a portable, machine-readable format
- Opt-out of targeted advertising: Request that we stop using your data for targeted advertising purposes
- Opt-out of SMS: Reply STOP to any text message or manage preferences in your account settings
- Non-discrimination: We will not discriminate against you for exercising any of these rights
To exercise any of these rights, contact us at info@kleancierge.com. We will respond within 45 days of receiving your request.
Cookies & Tracking
We use cookies and similar technologies for:
- Essential cookies: Required for authentication, security, and basic site functionality
- Analytics cookies: Help us understand how visitors use our site to improve the experience
- Preference cookies: Remember your settings and choices
You can control cookies through your browser settings. Disabling essential cookies may affect site functionality.
Data Retention
We retain your personal information only as long as necessary to provide our services and fulfill the purposes described in this policy. Retention periods by data type:
- Service addresses: 30 days after the service date.
- Account information (name, email, phone): retained while your account is active and for 30 days after account closure for legal and business purposes.
- SMS and email conversation records: 2 years from creation, then automatically deleted via DynamoDB time-to-live.
- Reservation and payment records: 7 years for tax, accounting, and dispute reasons; personally identifiable fields are anonymized 30 days after account closure while financial totals are retained.
- Photos uploaded for handyman quotes: deleted 90 days after the related reservation is closed or cancelled.
- Trust score history (for Service Pros): retained for the duration of platform participation plus 1 year.
You may request deletion of your account and associated data at any time by contacting us.
Children's Privacy
Our services are not directed to individuals under 18. We do not knowingly collect personal information from children. By creating an account, providing your phone number, opting into SMS, booking a service, or otherwise transacting through KleanCierge, you represent and warrant that you are at least 18 years of age. If we learn that we have collected personal data from a person under 18, we will delete it promptly. If you believe a minor has provided personal data to us, contact info@kleancierge.com and we will investigate.
Policy Changes
We may update this privacy policy from time to time. When we make significant changes, we will notify you by updating the effective date at the top of this page. We encourage you to review this policy periodically.
Do Not Track Signals
Some web browsers transmit “Do Not Track” signals. Because there is no common standard for how these signals are interpreted, our website does not currently respond to browser Do Not Track signals. You can control tracking through your browser's cookie settings and through the cookie consent banner on our website.
Data Breach Notification
In the event of a data breach that compromises your personal information, we will notify affected users in accordance with the breach notification laws of the District of Columbia, Virginia, and Maryland. Notification will be provided without unreasonable delay and will include a description of the incident, the types of information involved, and steps you can take to protect yourself.
Geographic Scope
KleanCierge operates in the Washington DC, Virginia, and Maryland metropolitan area. Our services are intended exclusively for users located in the United States. You may not register, book a service, opt into SMS, or otherwise transact through KleanCierge from outside the United States; doing so is a violation of these terms and grounds for account suspension. KleanCierge does not knowingly market to, accept registrations from, or process personal information of individuals outside the United States. If you are accessing this site from outside the United States, you are responsible for compliance with your local laws and we are not. Cookies, analytics, and SMS data are stored in AWS regions located in the United States (primarily us-east-1, Northern Virginia).
Questions?
If you have any questions about this privacy policy or how we handle your data, please contact us.