Who this policy covers

This policy describes how Orca Splash Pools LLC (“Orca,” “we,” or “us”) handles personal information in our websites, customer portal, technician tools, owner workspace, mobile applications, service operations, and related communications. It covers customers, household contacts, prospective customers, employees, applicants, and other people who interact with Orca. A separate notice may provide more detail at the point where particular information is collected.

Information we collect

• Identity and contact information: names, email addresses, phone numbers, service and billing addresses, account roles, and household or authorized-contact relationships.
• Property and service information: pool and equipment details, access and safety instructions, readings, treatments, chemical additions, filter pressure, service history, estimates, approvals, photos, visit notes, and support requests.
• Billing information: invoices, payment status, transaction identifiers, receipts, disputes, and recurring-payment preferences. Full card and bank credentials are entered in the payment processor’s protected interface; Orca does not receive the full payment credential.
• Communications: emails, texts, calls, in-app messages, notification choices, delivery status, and related customer-service records.
• Workforce information: job and scheduling records, time entries, onboarding forms, training records, credentials, acknowledgments, and employment records needed to operate the business and meet legal duties. Workforce records are restricted from customer accounts and ordinary technician access.
• App, device, and security information: sign-in and role records, device and browser information, diagnostic logs, notification tokens, security events, and records used to prevent fraud, recover unsynced work, and keep an audit history.

We receive information directly from you, from an authorized account contact, from Orca personnel performing service, automatically from the app or website, and from providers that support authentication, messaging, payments, maps, hosting, and accounting.

How we use information

We use information to provide, schedule, document, and improve pool service; calculate and record treatments; deliver visit summaries; prepare estimates and obtain approvals; send operational, billing, and support communications; issue invoices and reconcile payments; manage accounts and authorized users; onboard and manage personnel; protect people, property, accounts, and business systems; preserve audit and recovery records; enforce agreements; investigate problems; and satisfy tax, employment, safety, accounting, and other legal obligations.

Location, camera, and device access

Orca does not continuously track technician routes or collect location in the background. When a technician takes a workday or visit action, the app may request foreground location to document that event under Orca’s written company-device policy. If location is not available, the timestamp and work record are still preserved for review. Camera and photo-library access begins only when a user chooses to capture or select a service photo, receipt, certificate, or other supporting record. Device authentication may protect locally stored work without sending the device’s biometric template to Orca.

When information is disclosed

We disclose only the information reasonably needed to service providers that support hosting, data storage, account access, communications, payments, maps, analytics limited to operating the service, accounting, payroll, security, and professional advice. We may also disclose information when directed by an authorized user, to complete a business transaction, to enforce our agreements, to protect rights or safety, or when legally required. Providers are expected to use the information only for the contracted purpose and appropriate legal duties.

Customers see only information permitted for their own account and property. Assigned technicians receive only the operational details needed for their work. Internal notes, HR records, credentials, security records, and other restricted information are not placed in the customer portal.

No sale or cross-context advertising

Orca does not sell personal information and does not share personal information for cross-context behavioral advertising. We do not use service records, property information, or workforce records for unrelated advertising. If these practices change, this policy and any legally required choice mechanism will be updated before the new practice begins.

Messages and notification choices

Service, safety, account, and billing messages may be necessary to provide requested service. Optional promotional messages are managed separately. Reply STOP to an Orca text to stop texts from that sending number, START to resume where supported, or HELP for help. Opting out of optional texts does not prevent us from responding to a request you initiate or from using another permitted channel for essential service or account communications.

Retention and account deletion

We keep personal information only as long as reasonably necessary for the purposes described here, including active service, account recovery, security, dispute handling, and legal recordkeeping. The period depends on the record. For example, invoice, payment, tax, payroll, safety, authorization, and completed-service records may need to be retained after an account closes. When information is no longer required, we take reasonable steps to delete, de-identify, or securely restrict it. Account deletion requests can be started from the app or the account deletion page.

Your privacy choices

You may ask to review, correct, export, or delete personal information associated with you, subject to verification and legal exceptions. An authorized agent may submit a request when we can verify the authority. If the California Consumer Privacy Act applies to Orca and your request, California residents may also have rights to know the categories, sources, purposes, and recipients of information; limit certain uses of sensitive information; and receive equal service when exercising privacy rights. Because Orca does not sell or share personal information for cross-context behavioral advertising, there is no such sale or sharing to opt out of under this policy.

Browser signals such as Global Privacy Control are honored where they apply to a covered practice. Other “Do Not Track” signals do not have a single industry standard; Orca does not build advertising profiles from activity across unrelated services.

Security

Orca uses administrative, technical, and physical safeguards designed for the nature of the information, including role-based access, protected payment entry, audit records, and safeguards for unsynced field work. No storage or transmission method can be guaranteed completely secure. Please report suspected unauthorized access or a lost work device promptly.

Children

Orca’s services and apps are not directed to children under 13, and we do not knowingly collect their personal information through account registration. If you believe a child provided information, contact us so we can review and address it.

Policy updates

We may update this policy as our services or legal duties change. The published version and effective date appear at the top of this page. We will provide additional notice before a material change takes effect when required.

Contact and requests

Privacy requests and account questions can be sent to [email protected] or discussed by calling 619-324-3231. We may need to verify your identity or authority before acting on a request. Please do not send passwords, full payment-card numbers, Social Security numbers, or identity documents through ordinary email.