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Privacy Policy

Effective date: June 21, 2025

This Privacy Policy explains how ReachBack ("we," "us," or "our") collects, uses, and protects information when you use our Service at tryreachback.com. By using the Service, you agree to the collection and use of information as described here.

1. Information We Collect

From Business Clients (Operators)

  • Account information: name, email address, and password when you register
  • Business information: business name, industry, phone number, timezone, and booking link
  • Billing information: handled directly by Stripe — we do not store full card numbers
  • Usage data: messages sent, appointments created, quotes issued, and other activity within the platform

From Your Customers (Contacts)

When you import or add your customers to the Service, we collect on your behalf:

  • Name and mobile phone number
  • Appointment history and service records you enter
  • SMS message history and delivery status
  • Opt-out status (when a customer replies STOP)

You are the data controller for your customers' information. We process this data only as directed by you and as described in this policy.

Automatically Collected Data

  • Log data including IP address, browser type, and pages visited
  • Usage patterns within the platform (tabs visited, features used)

2. How We Use Information

We use the information we collect to:

  • Provide, operate, and improve the Service
  • Send SMS messages to your customers on your behalf via Twilio
  • Process payments through Stripe
  • Send you transactional emails (account invites, password resets) via Resend
  • Display analytics and revenue reporting in your dashboard
  • Detect and prevent fraud or misuse of the Service
  • Respond to your support requests

We do not sell your data or your customers' data to third parties.

3. SMS Messaging

SMS messages are sent through Twilio. By using the Service, you acknowledge that message content and recipient phone numbers are transmitted to Twilio for delivery. Twilio's privacy policy is available at twilio.com/legal/privacy.

When you become a customer of a business using the Service, that business may enroll you in SMS messaging related to your account — including appointment reminders and confirmations, booking and waitlist updates, quote follow-ups, and re-engagement offers. Message frequency is approximately 3-4 messages per month, though it may vary based on your activity with the business. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages.

Recipients who reply STOP to any message are immediately opted out and will not receive further messages from your account. You are responsible for ensuring all recipients have provided appropriate consent before being added to the Service. Consent to receive SMS messages is not required to obtain any goods or services.

The first time a recipient opts in — whether through an online booking form, a waitlist signup, or being added directly by the business — they receive an immediate confirmation text restating the expected message frequency (approximately 3-4 messages per month), that message and data rates may apply, and how to opt out (STOP) or get help (HELP).

Text messaging originator opt-in data and consent will not be shared or sold to any third parties or lead generators for purposes unrelated to providing the messaging service, including for marketing purposes by any third party.

4. Data Storage and Security

All data is stored in Supabase (PostgreSQL), hosted on secure cloud infrastructure. We implement reasonable technical and organizational measures to protect your data, including encrypted connections (HTTPS/TLS) and access controls. However, no system is completely secure and we cannot guarantee absolute security.

Your account password is hashed and never stored in plain text.

5. Third-Party Service Providers

We share data with the following providers solely to operate the Service:

  • Twilio — SMS delivery (recipient phone numbers and message content)
  • Stripe — Payment processing (billing information)
  • Supabase — Database and authentication
  • Resend — Transactional email delivery
  • Anthropic — AI assistant features on Premium plans (message content for AI processing)
  • Vercel — Application hosting

Each provider has their own privacy policy and data processing terms.

6. Data Retention

We retain your account and business data for as long as your account is active. Message history and customer contact records are retained for the duration of your subscription. If you cancel your account, you may request deletion of your data by contacting us at support@tryreachback.com. We will delete your data within 30 days of your request, except where retention is required by law.

7. Your Rights

Depending on your location, you may have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data
  • Export your data in a portable format
  • Opt out of certain data uses

To exercise any of these rights, contact us at support@tryreachback.com.

8. California Privacy Rights (CCPA)

If you are a California resident, you have the following rights under the California Consumer Privacy Act (CCPA):

  • Right to Know: You may request that we disclose the categories and specific pieces of personal information we have collected about you, the categories of sources from which it was collected, the business purpose for collecting it, and the categories of third parties we share it with.
  • Right to Delete: You may request deletion of personal information we have collected about you, subject to certain exceptions required by law.
  • Right to Correct: You may request that we correct inaccurate personal information we maintain about you.
  • Right to Opt-Out of Sale: We do not sell personal information. You therefore have no need to opt out of a sale.
  • Right to Non-Discrimination: We will not discriminate against you for exercising any of your CCPA rights.

To exercise any of these rights, submit a verifiable request to support@tryreachback.com. We will respond within 45 days. We may need to verify your identity before processing your request.

California residents may also submit requests via an authorized agent. The agent must provide written authorization signed by you, and we may require you to verify your identity directly with us.

9. Children's Privacy

The Service is not directed to individuals under 18 years of age. We do not knowingly collect personal information from minors. If you believe we have collected information from a minor, contact us and we will delete it promptly.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by email or by posting a notice in the Service. Your continued use of the Service after changes are posted constitutes your acceptance of the updated policy.

11. Contact

If you have questions or concerns about this Privacy Policy, contact us at:
support@tryreachback.com
ReachBack — tryreachback.com