1. Information We Collect
When you submit a service request through the Charter Oak Chimney website, we may collect the following information:
- Name — Your full name as provided on the request form
- Email address — Used for appointment confirmation and service communication
- Phone number — Used for scheduling coordination and service updates
- Service address — The property address where chimney service is requested
- City and ZIP code — To determine service area and route scheduling
- Service type — The type of chimney service you are requesting
- Preferred appointment date and time window — Your requested service window
- Uploaded photos — Photos submitted to help us understand the service request
- Notes and descriptions — Any additional information you provide about the request
- Website usage data — If analytics tools are used, we may collect anonymized usage data such as pages visited, time on site, and device type
2. How We Use Your Information
We use the information you provide to:
- Respond to your chimney service request
- Schedule and confirm appointments
- Provide chimney service communication, updates, and follow-ups via email, phone calls, and SMS/text messaging
- Send estimates or service-related correspondence
- Maintain business records for service history and operations
- Improve our website, scheduling system, and service delivery
- Send marketing communications only when you have provided consent or where otherwise legally permitted
SMS/text messages are sent only to customers who provide express opt-in consent on the service request form. See Section 4 — SMS/Text Messaging for details.
3. Sharing Your Information
We may share your information with:
- Internal team members — For scheduling, service coordination, and customer communication
- Independent service providers, subcontractors, and partner technicians — We may share customer service request information with independent service providers, subcontractors, or service partners only as needed to coordinate, schedule, or perform the requested chimney service. See our Subcontractor Authorization terms for details.
- Service providers — Email delivery, form handling, website hosting, CRM, and other technology providers that support our operations
- Legal or compliance purposes — If required by law, regulation, legal process, or governmental request
We do not sell your personal information to third parties for their own marketing purposes. SMS/text messaging opt-in data and consent are not shared with third parties or affiliates for marketing or promotional purposes.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
4. SMS / Text Messaging
If you provide a mobile phone number and opt in to SMS/text messaging on the service request form, Charter Oak Chimney may send service-related text messages, which can include:
- Appointment confirmations
- Missed-call or no-answer follow-ups
- Estimate and quote follow-ups
- Job status updates
- Thank-you messages after service
- Annual chimney maintenance reminders
- Seasonal reminders before heating season
SMS opt-in is voluntary and is collected through a clearly labeled, unchecked checkbox on the service request form. You can opt out of SMS/text messages at any time by replying STOP to any message we send. Message and data rates may apply. Message frequency may vary depending on your service request and account activity.
Your mobile information and SMS opt-in data are not shared with third parties or affiliates for marketing or promotional purposes.
5. Marketing Communications
If you consent to marketing email communications during the service request process, you may receive occasional emails including:
- Promotional offers and seasonal discounts
- Chimney care reminders and seasonal preparation tips
- Service updates and company announcements
- Educational content about chimney maintenance and safety
Every marketing email will include clear instructions to unsubscribe. You may opt out at any time by:
- Clicking the unsubscribe link in any marketing email
- Contacting Charter Oak Chimney directly to request removal from the marketing list
Unsubscribing from marketing emails will not affect service-related communications about your active requests or appointments.
Marketing email consent is separate from service-related SMS/text messaging consent. SMS/text messaging is used only as described in the SMS/Text Messaging section of this Privacy Policy.
6. Data Retention
We retain your information as follows:
- Service request records — Kept as needed for business operations, legal compliance, accounting, warranty tracking, and operational purposes
- Marketing consent records — Maintained unless you unsubscribe or request deletion where applicable
- Consent logs — Retained as part of our compliance records, including the date, time, consent version, and specific terms accepted
7. Your Choices
You have the following choices regarding your personal information:
- Request correction — If your contact information is inaccurate, you may request a correction
- Request deletion — Where applicable under law, you may request that we delete your personal information. Certain records may be retained for legal or operational reasons.
- Opt out of marketing — You may unsubscribe from marketing emails at any time
- Contact us — For any privacy-related request, you may contact Charter Oak Chimney using the information provided at the bottom of this page
8. Security
We use reasonable administrative, technical, and physical safeguards to protect the information you provide. These include secure hosting, encrypted connections where available, and access controls for internal systems.
No website, email transmission, or data storage system can guarantee absolute security. While we take reasonable steps to protect your information, we cannot guarantee that unauthorized access, disclosure, or loss will never occur.
9. Third-Party Service Providers
Our website and operations may use third-party service providers including:
- Website hosting providers
- Form handling and processing services
- Email delivery platforms
- Analytics tools for website performance
- Customer relationship management (CRM) systems, if used
These providers may process your information as needed to deliver their services. We do not list specific provider names unless they are material to your understanding of how your information is handled.
10. Updates to This Policy
This Privacy Policy may be updated from time to time. When changes are made, the version number and effective date at the top of this page will be updated.
We encourage you to review this policy periodically. Your continued use of the website after changes are posted constitutes acceptance of the updated policy.
