Privacy Policy

Effective Date: April 29, 2026  |  Last Updated: May 18, 2026

ONEREQ PRO, LLC, a New Jersey limited liability company ("ONEREQ PRO," "we," "us," or "our"), operates the field service management platform at app.onereqpro.com, the ONEREQ PRO Tech mobile application for iOS, the marketing website at onereqpro.com, and related services (collectively, the "Platform"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use the Platform.

1. Information We Collect

1.1 Account Information

When you create an account, we collect:

• Name, email address, and phone number
• Company name and business address
• Role and job title
• Login credentials (passwords are hashed and never stored in plain text)

1.2 Business Data

Through your use of the Platform, we store data you provide including:

• Customer records (names, addresses, contact information)
• Job and dispatch information
• Invoices, estimates, and payment records
• Service agreements and membership data
• Technician and employee information
• Equipment records and service history
• Photos, notes, and diagnostic information

1.3 Third-Party Integration Data

When you connect third-party services to the Platform, we may access and store data from those services:

• QuickBooks Online: We access customer records, invoices, payments, and chart of accounts data via Intuit's OAuth 2.0 API. OAuth access and refresh tokens are stored encrypted in our database. We only access data necessary to sync your financial records between ONEREQ PRO and QuickBooks.
• Stripe: Payment processing data is handled by Stripe. We store Stripe account IDs and connection tokens but never store full credit card numbers.
• Google Reviews: If enabled, we sync publicly available review data associated with your Google Business Profile.
• Twilio: When telephony features are enabled, Twilio handles voice calls and SMS messages on your behalf. Phone numbers, call metadata, recordings (if enabled), and message content pass through Twilio's infrastructure.
• Consumer Financing Partners: If you enable customer financing options, certain customer information (name, address, phone, email, and the financed transaction details) may be shared with financing providers such as Synchrony, GreenSky, or other partners you connect, solely to facilitate the financing application your customer has initiated.

1.4 Location Data

With your consent, the ONEREQ PRO Tech mobile app collects GPS location data — including precise location while the app is in the background and the device is locked — to support dispatch, routing, ETA calculations, and route history. The exact iOS permission strings shown to you on first launch are:

• "ONEREQ PRO shares your location with dispatch so they can route nearby jobs and give customers accurate arrival ETAs."
• "ONEREQ PRO keeps sharing your location while the app is in the background so dispatch knows when you arrive at each job site — even when your iPad screen is locked."

Location tracking is opt-in and can be disabled at any time through your device's Settings → Privacy & Security → Location Services or from within the app. Disabling background location may degrade dispatch features but will not prevent you from using the rest of the app.

1.5 Camera and Photo Library

The ONEREQ PRO Tech mobile app may request access to your device's camera and photo library to capture or attach photos of equipment, job sites, and damage documentation. The exact iOS permission strings are:

• "ONEREQ PRO needs camera access to capture equipment data plates and job photos."
• "ONEREQ PRO needs photo library access to attach photos to jobs and equipment."

Captured photos are uploaded to our secure storage and associated only with the job, customer, or equipment record they were attached to. We do not access photos outside of your explicit selection.

1.6 Microphone, Voice, and AI Processing

The ONEREQ PRO Tech mobile app may request microphone and speech recognition access to allow hands-free dictation of diagnosis notes, customer comments, and survey responses. The exact iOS permission strings are:

• "ONEREQ PRO uses the microphone to let you dictate diagnosis notes, customer comments, and comfort survey answers instead of typing."
• "ONEREQ PRO converts your spoken notes to text so you can quickly capture details hands-free in the field."

Voice-to-text conversion uses Apple's on-device or server-side speech recognition. Once converted to text, that text — and other text you enter manually — may be sent to third-party AI providers (currently OpenAI and Anthropic) to generate professional diagnosis rewrites, summaries, and similar AI-assisted features. We do not send recorded audio to these providers; only the resulting text. AI providers are contractually prohibited from using your data to train their models.

1.7 Motion Data

The mobile app uses motion data (accelerometer/gyroscope) to detect when a vehicle stops at a job site, which lets the app reduce GPS sampling frequency and conserve battery. Motion data is processed on-device and is not transmitted to our servers.

1.8 Push Notifications

If you grant permission, the Platform sends push notifications for job assignments, dispatch updates, customer messages, payment confirmations, and similar operational events. You can disable push notifications at any time from your device settings or your in-app notification preferences. We do not use push notifications for marketing.

1.9 Biometric Authentication (Face ID / Touch ID)

If you choose to enable biometric login, your iOS device uses Face ID or Touch ID to authenticate you locally. Biometric data never leaves your device and is never transmitted to or stored by ONEREQ PRO. We only receive a yes/no signal from iOS confirming authentication succeeded.

1.10 Device Identifiers and Usage Data

We automatically collect:

• Browser type, operating system, and device model
• iOS Identifier for Vendor (IDFV), used to associate the same install of our app with your account across sessions
• IP address and general location derived from it
• Pages visited and features used within the Platform
• Timestamps, session duration, and crash diagnostics

We do not use the iOS Advertising Identifier (IDFA) and do not engage in cross-app or cross-website tracking.

1.11 SMS / Text Message Communications

If you (or, if you are a customer of one of our contractor tenants, your service provider) opt you in to SMS notifications, we collect and process the following through our SMS provider, Twilio:

• Your mobile phone number
• The timestamp and method of your opt-in (web checkbox, verbal authorization recorded by a contractor, or signed service agreement)
• The content of messages we send you, plus any HELP, STOP, START, or other keyword replies you send back
• Delivery and opt-out status

We use this information solely to send the appointment reminders, technician on-the-way notifications, invoice and estimate links, and follow-up service communications you have consented to receive from your service provider. Mobile opt-in data and consent records are not shared with third parties for their own marketing purposes and are not sold. We retain SMS data only as long as needed to operate the service and meet TCPA recordkeeping requirements; opt-out lists are retained indefinitely to honor your STOP request.

To stop receiving SMS, reply STOP to any message. For help, reply HELP or contact support@onereqpro.com or (856) 856-1430. Standard message and data rates may apply. Message frequency varies based on your service activity, up to 10 messages per month per recipient.

2. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Platform
• Process transactions and send related communications
• Sync data with connected third-party services (e.g., QuickBooks, Stripe, Twilio, financing partners)
• Support dispatch, scheduling, routing, and field service operations
• Generate reports, analytics, and AI-assisted summaries for your business
• Send administrative notifications (account alerts, system updates, dispatch events)
• Provide customer support
• Comply with legal obligations

3. How We Share Your Information

We do not sell your personal information. We may share data with:

• Service Providers: Hosting (Vercel), database (Supabase), email delivery (Resend), payment processing (Stripe), accounting sync (Intuit/QuickBooks), telephony (Twilio), and AI processing (OpenAI, Anthropic). These providers only access data necessary to perform their services and are contractually bound to maintain confidentiality.
• Your Connected Services: Data is shared with third-party services you explicitly connect (e.g., QuickBooks Online, financing partners) only as needed for the integration.
• Your Customers: Information you choose to include on estimates, invoices, agreements, and other customer-facing documents.
• Legal Requirements: When required by law, court order, or governmental authority.

4. Data Security

We implement industry-standard security measures to protect your data:

• All data transmitted between your device and our servers is encrypted via TLS/SSL
• Passwords are hashed using secure algorithms (never stored in plain text)
• OAuth tokens for third-party services are stored encrypted in our database
• Access to production systems is restricted to authorized personnel
• Row-level security ensures multi-tenant data isolation — your data is only accessible to your organization
• CSRF protection is implemented on all state-changing operations

5. Data Retention

We retain your data for as long as your account is active. If you cancel your subscription:

• Your data is retained for 30 days in case you wish to reactivate
• After 30 days, your data is scheduled for permanent deletion
• You may request immediate data deletion by contacting us

Backup copies may be retained for up to 90 days for disaster recovery purposes.

6. Your Rights

You have the right to:

• Access: Request a copy of the personal data we hold about you
• Correction: Request that we correct inaccurate or incomplete data
• Deletion: Request that we delete your personal data
• Portability: Request your data in a structured, machine-readable format
• Disconnect Integrations: Revoke access to any connected third-party service at any time through the Platform settings

7. California Privacy Rights (CCPA / CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act:

• Right to Know: What personal information we collect, the sources, purposes, and categories of recipients.
• Right to Delete: Request deletion of personal information we have collected from you.
• Right to Correct: Request correction of inaccurate personal information.
• Right to Opt Out of Sale or Sharing: ONEREQ PRO does not sell your personal information and does not share it for cross-context behavioral advertising. There is therefore nothing to opt out of, but if our practices change we will provide a clear "Do Not Sell or Share My Personal Information" mechanism.
• Right to Limit Use of Sensitive Personal Information: We use sensitive personal information (such as precise geolocation) only to provide the service you have requested.
• Right to Non-Discrimination: We will not deny service, charge a different price, or provide a different level of service because you exercised any of these rights.

To exercise any California right, email privacy@onereqpro.com. We will verify your identity before fulfilling the request and will respond within 45 days as required by law.

8. Children's Privacy (COPPA)

The Platform is intended for use by businesses and is not directed to children. We do not knowingly collect personal information from children under the age of 13. If we become aware that a child under 13 has provided us with personal information, we will delete it promptly. If you believe a child has provided us with personal information, please contact us at privacy@onereqpro.com.

9. QuickBooks Data Handling

When you connect QuickBooks Online to ONEREQ PRO:

• We use Intuit's OAuth 2.0 authorization framework — we never see or store your QuickBooks password
• Access tokens are stored encrypted and refreshed automatically
• We access only the QuickBooks data scopes you authorize (customers, invoices, payments, accounts)
• You can disconnect QuickBooks at any time, which immediately revokes our access
• Upon disconnection, stored QuickBooks tokens are deleted immediately
• We do not share your QuickBooks data with any third party

10. OneReq Pro Home (Customer iOS App)

OneReq Pro Home is our iOS application for homeowners whose local home-service contractor (HVAC, plumbing, electrical, solar) subscribes to the ONEREQ PRO platform. The app is distributed on the Apple App Store under bundle identifier com.onereqpro.customerapp. The contractor (the "Service Provider") is the data controller for your service records; ONEREQ PRO acts as the data processor that operates the platform on their behalf.

10.1 Information the Customer App Collects

When you create or use a OneReq Pro Home account, the app collects:

• Account & contact information — name, email address, optional secondary email, phone number, password (hashed and salted before storage)
• Service property information — service address(es), billing address, property type, equipment installed on the property (brand, model, serial number, install date, capacity ratings)
• Service activity — appointment history, invoices, estimates, signed service agreements, equipment maintenance records, in-app messages with your contractor's office
• Payment information — card and bank-account details for invoice payments are collected and stored by Stripe, Inc. directly. ONEREQ PRO never sees or stores your full payment card number; we only retain the last four digits and a Stripe-issued reference token used to charge the saved method.
• Photos you submit — equipment data-plate photos you scan when adding equipment to your account. Photos are stored on Vercel Blob (our content-delivery storage) and visible only to you and your contractor.
• Device identifiers for push notifications — when you enable notifications, the app registers an Apple Push Notification service (APNs) device token (for native iOS) or a Web Push subscription (for the browser/PWA portal) so we can deliver appointment reminders, "tech on the way" alerts, and payment receipts.
• Biometric authentication state (Face ID) — if you enable Face ID sign-in, an encrypted device-specific refresh token is stored in the iOS Keychain on your device only. Apple's biometric framework never shares your face data with the app or with us — only a yes/no match result is returned.
• Usage diagnostics — basic analytics on screens viewed and features used, retained for product-quality purposes only. We do not use third-party advertising trackers.

The customer app does not collect: precise GPS location of the customer, contact lists, calendar entries, microphone audio, health or fitness data, advertising identifiers, or any data from other apps on the device.

10.2 How the Customer App Uses Your Information

Information collected by the customer app is used solely to:

• Authenticate you to your account and your contractor's branded portal
• Display your invoices, appointments, equipment, agreements, and messages
• Process payments through Stripe
• Send service notifications (appointment scheduled, technician en route, payment received, maintenance reminders)
• Provide referral and rewards functionality you opt into

We do not sell your information, share it with advertisers, or use it to build cross-app profiles.

10.3 Third Parties the Customer App Relies On

• Stripe, Inc. — processes payments. stripe.com/privacy
• Apple Push Notification service (APNs) — delivers push notifications. Governed by Apple's privacy policy.
• Vercel, Inc. — hosts the app's web backend and stores uploaded photos. vercel.com/legal/privacy-policy
• Supabase, Inc. — provides database infrastructure. supabase.com/privacy
• Twilio, Inc. — delivers SMS messages your contractor sends to you (subject to your separate SMS consent — see Section 1.11). twilio.com/legal/privacy

11. Account Deletion

Under Apple App Store Guideline 5.1.1(v) and applicable privacy law, you have the right to delete your OneReq Pro Home account and all associated personal information at any time.

11.1 How to Delete Your Account from the App

Inside the OneReq Pro Home app:

1. Sign in and open the Account tab
2. Scroll to the bottom of the Account screen and tap "Delete My Account"
3. Confirm the deletion when prompted

If you cannot access the app or prefer not to use the in-app option, email privacy@onereqpro.com from the address on your account. We will process the deletion within 30 days of a verified request.

11.2 What Happens When You Delete Your Account

• Immediately: your login is disabled. You can no longer access the app or the web portal.
• Within 30 days: your name, email, phone, addresses, equipment records, uploaded photos, push tokens, biometric refresh tokens, and any in-app messages you sent are permanently removed from our active systems.
• Records that may be retained for legal/tax reasons: historical invoices and payment transaction records associated with services already rendered may be retained by your contractor's records (and by Stripe per their retention policy) to satisfy tax and accounting obligations under U.S. law. These records are de-identified from your account but remain attached to the financial transactions themselves.
• Backups: deleted data persists in encrypted operational backups for up to 35 days after deletion before being purged.

12. Cookies

We use essential cookies for authentication and session management. We do not use third-party advertising or tracking cookies.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on this page and updating the "Last Updated" date. Continued use of the Platform after changes constitutes acceptance of the updated policy.

14. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, contact us at:

ONEREQ PRO, LLC
New Jersey, United States
Privacy: privacy@onereqpro.com
General: info@onereqpro.com
Support: support@onereqpro.com