Privacy Policy

1Who we are

Dialpatch ("Dialpatch," "we," "us," or "our") operates an emergency dispatch and referral service that connects people seeking home services ("Callers") with independent third-party service professionals ("Contractors"). This Privacy Policy explains what information we collect, how we use it, and the choices you have. It applies to our phone line, our website at dialpatch.com, and the partner portal at app.dialpatch.com.

2Information we collect

Information from Callers

• Phone number — the number you call from (caller ID).
• Information you provide on the call — the service you need, the nature and urgency of the problem, your ZIP code, and your street address.
• Call audio and transcripts — calls are recorded and may be transcribed (see Call recording).
• Call metadata — date, time, duration, and outcome of the call.

Information from Contractors

• Account & business details — name, business name, contact person, phone number, email, service area (ZIP codes), trade, and your per-lead bid.
• Login credentials — a password, stored only in hashed form.
• Payment information — processed by our payment processor, Stripe. We store a payment-method reference and billing status, but we do not store full card numbers.

Information about professionals from public sources

To build and maintain our network, we may add service professionals as referral options before they register, using business information that is publicly available — for example, from online business listings and directories and from public state licensing records. This information is limited to business details such as business name, trade, service area, business phone number, and publicly recorded license status. A professional added this way is not charged, can ask to be removed at any time using the contact details below, and can choose to register for a full account.

Information collected automatically

• Basic technical and usage data (e.g., device/browser information and session identifiers) needed to operate and secure the website and portal.

3How we use information

• To answer calls, understand the request, and connect Callers with an available Contractor in the area.
• To screen for safety situations (e.g., gas, fire, or medical emergencies) and direct Callers to emergency services (9-1-1) where appropriate.
• To bill Contractors the applicable per-connected-call fee and maintain billing records.
• To operate, secure, troubleshoot, and improve the service.
• To comply with legal obligations and enforce our Terms of Use.

4How we share information

We share information only as needed to run the service:

• With the matched Contractor. To connect a call, we share the Caller's request and relevant details (such as ZIP, the nature of the problem, and — as needed to perform the service — contact and address information) with the Contractor we connect the Caller to.
• With service providers who process data on our behalf, under contract, including: Retell AI (voice agent, call recording and transcription), Twilio (telephony), Stripe (payment processing), and our cloud hosting and database providers.
• For legal and safety reasons — to comply with law, respond to lawful requests, or protect the rights, property, or safety of any person.
• In a business transfer — in connection with a merger, acquisition, or sale of assets, subject to this Policy.

We do not sell your personal information.

5Call recording

Calls to Dialpatch are recorded and may be transcribed for connecting the call, quality, safety, training, and record-keeping. Callers are notified at the start of the call. By continuing the call, the Caller consents to being recorded. If you do not wish to be recorded, please do not use the service.

6Data retention

We retain information for as long as needed to provide the service, meet the billing and record-keeping purposes described above, resolve disputes, and comply with legal obligations, after which we delete or de-identify it. As a general guide, we retain call recordings for up to 12 months, billing records for up to 7 years, and Contractor account information for the life of the account and a reasonable period afterward.

7Security

We use reasonable administrative and technical safeguards to protect information, including encryption in transit, access controls, and row-level database protections. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

8Your choices & rights

Depending on where you live, you may have rights to access, correct, or delete your personal information, or to opt out of certain processing. Contractors can view and update much of their information in the partner portal, and can pause or close their account at any time. To make a request, contact us using the details below and we will respond as required by applicable law. Texas residents may have additional rights under the Texas Data Privacy and Security Act.

9Children

Dialpatch is intended for adults and is not directed to children. We do not knowingly collect personal information from children under 18.

10Changes to this Policy

We may update this Policy from time to time. We will post the updated version here and revise the "Last updated" date. Material changes will be communicated as required by law.

11Contact us

Questions or requests about this Policy or your information: info@dialpatch.com.