Privacy Policy

This policy explains what CleanSlate Crew collects about you and why, who can see it, how long we keep it, and what you can do about it. It covers our website, including our online quote request form, your customer portal, and anything you tell us by phone, text, email or in person. It's written for our customers and for anyone who asks us for a quote. One section, "If you ask us not to knock on your door", is also for neighbors we visit door to door.

The short version

• We collect what we need to quote, schedule, do and bill your work. That's mainly your name, contact details, address, and details about your home or business and the job.
• We never sell your information. We don't share your mobile number or your texting consent with anyone for marketing.
• We only text you if you've said yes, and you never have to agree to texts to get a quote. Our texts come from our business line, (380) 800-5568, and a person on our team reads the texts you send to it. Reply STOP any time.
• Our website, including our quote form, and your customer portal have no ads, no analytics and no tracking pixels. Apart from spam protection on our quote form and our ZIP code check, we track one thing, in your customer portal: when you use your link and open your quotes. That tells us when to follow up. And, if you arrive from one of our flyers, door hangers or signs, we record the code it carries (you'll see it on the form).
• Your portal link works without a password, so keep it to yourself.
• We never ask for card numbers, and our system has no place to enter one.
• If you ask us to delete your information, we'll archive your record, turn off your portal links and stop contacting you. We have to keep some records, such as invoices and payments. The details are below.

Who we are

CleanSlate Crew is the trading name of CLEAN SLATE CREW LLC. We're a professional service company based in Upper Arlington, Ohio. We clean windows inside and out, gutters and solar panels, power wash driveways, walks and patios, wash houses and roofs, detail interiors (high dusting and light fixtures), clear snow and put up holiday lights, for homes and businesses in Franklin County and nearby towns. We're a small local team.

• Email: hello@cleanslatecrew.com
• Phone: (380) 800-5568 (call or text)
• Address: Upper Arlington, OH 43221
• Website: www.cleanslatecrew.com

What we collect and why

When you request a quote on our website

Our quote form at www.cleanslatecrew.com/request asks for:

• your name, phone number and email (required)
• the street address, city and ZIP code of the place we'd work on, your home or your business, plus an optional landmark or cross street and an optional billing address
• the services you want, when you'd like them, what time of day suits you, and a description in your own words
• whether you're already a customer and how you heard about us
• whether you're interested in our Maintenance Club (an optional box)
• a code from one of our flyers, door hangers or signs, if you enter one or follow its link. The code shows in its own box on the form, so you can see it, change it or clear it before you send. It tells us which flyer, hanger or sign reached you.
• an optional box to agree to texts. It's for texts only, it starts unticked, and links to this policy and our Text Message Terms sit right beside it (see "Text messages" below).

You don't have to tick anything for us to call or email you about your quote. We use these details to create your customer record, check that we serve your area, prepare your quote, and have a real person follow up with you. Your details become a customer record as soon as you send the form, whether or not you book, and we keep a copy of your answers with that record. Nothing is sent to you automatically when you submit the form.

If you send more than one request within a day, we combine them. If you're already a customer, a new request is added to your existing record, and an archived record becomes active again. If you book with us, we also use your record to schedule visits, send invoices and receipts, and ask for a review.

To protect the form from spam, we also record some technical details every time it's submitted, including submissions we block:

• Browser details. This is the "user agent" your browser sends, which describes your browser and device type. We store it, trimmed to a reasonable length.
• Time and result. When the form arrived and whether we accepted or blocked it.
• Your IP address. We use it to limit how many requests can come from one connection. We don't store the address itself. We store a scrambled code made from it (a keyed hash). That code isn't your IP address, but it's made the same way each time, so it can link submissions that came from the same connection. For that reason we treat it as personal information, not anonymous data.

The form doesn't take photos or files. If photos would help with your quote, we'll ask you for them.

Elsewhere on our website

• Checking a ZIP code. When you check a ZIP code on our home page, type one into the quote form, or open the quote form with one already filled in, our server tells you whether it's in our service area. We don't store the ZIP code. To stop abuse, we count how many checks come from each connection. We count them by a scrambled code made from your IP address (a keyed hash, as for the quote form), never the address itself, and those counts are kept for at least 2 days and then deleted, like the quote form's (see "How long we keep your information").
• Starting a quote from our home page. The quote boxes on our home page, and some of our links, open the quote form with your ZIP code, the services you picked or our Maintenance Club box already filled in. They travel in the web address (for example www.cleanslatecrew.com/request?zip=43221), not in a cookie. Apart from the ZIP code check's count described above, nothing is recorded until you send the form; like every visit, the address passes through our host (see "Companies that help us run the business").

When you call, text, email or talk to us

We keep a customer file with what we need to serve you:

• your name, phone, email, preferred way to reach you, and billing address
• how you found us, including who referred you
• your property: address, landmark, number of stories, and access notes such as gate codes, pets and parking
• notes, and a log of our calls, texts, emails and visits with you
• a copy of each text or email we send you: who it went to, what it said, who sent it and when
• for snow customers, notes for our crew about your driveway, and when and how much snow we cleared on each visit

Your customer portal

We may send you a private link to your own customer portal. In the portal you can:

• see, approve or decline quotes
• ask for a visit date
• see your visits, invoices and receipts
• tell us if something wasn't right after a visit (the online form is open for 7 days after each visit, and you can always call or email us too)
• see your Maintenance Club plan and ask us to pause or cancel it, and see your snow service
• choose whether we text you

The portal has no password. Anyone who has your link can open it, so treat the link like a key and don't forward it. Links stop working 180 days after they're created, and we can turn one off sooner if you ask. We also turn a link off if the phone number or email address we sent it to is changed on your record.

The portal records:

• Your decisions. Approvals, declines, and any reason you give for declining.
• Online agreements. When you approve a quote or accept our service terms online, you type your full name. As proof of the agreement, we record the name you typed, which version of the terms you accepted, the time, your IP address and your browser details. Our team and your portal show the name you typed. The IP address and browser details don't appear on any screen, but they're stored in our database with that record.
• Requests you send. Visit requests (the services, up to three preferred dates, your preferred time of day, and notes), requests to pause or cancel a Maintenance Club plan (with the date and any note), and problem reports in your own words.
• Activity. When you last used your link, and for each quote, when you first and last opened it and how many times. Our team sees this so they know when to follow up. We don't count views from a browser that's signed in to our team app.

Visits and job photos

For each visit we record:

• the date, arrival window, service address and services
• crew notes and the job checklist
• when the crew was on the way, when they started and finished, and who did each step

Once our photo storage is set up, our crew will take before-and-after photos of the parts of your home or business that we work on, inside or out, to document the job. We'll update this policy before we start, including where the photos are kept. Only team members who can see that job will be able to see its photos. Photos aren't shown in your portal.

Our app normally shrinks each photo on the crew member's phone before uploading it, which also removes any location information the camera added. If shrinking fails, the original photo is uploaded unchanged and may still contain that information.

If you ask us not to knock on your door

This section is for neighbors we visit door to door, as well as our customers. If you ask us not to knock on your door, or you have a "No soliciting" sign, we keep your street address (not your name) so we don't. We record only the house number, the street, the ZIP code and the reason (you asked, there's a sign, or your city's do-not-knock list), and nothing about you or your household. Ask us to remove it at any time.

We don't keep a list of the people who weren't home or said no at the door. If someone asks us to come back another day, we note only the house number, the street and when, as a reminder for that visit.

Invoices and payments

• Invoices show who's being billed (name, company, email, phone and address), the service address, the work and the amounts.
• Payments. We record how you paid (cash, check, card in person, card online, Zelle, Venmo, Cash App, PayPal or another method), the amount, any tip, the date, and a reference such as a check number, a payment app's transaction ID or Stripe's payment ID. For a card payment we also record the processing fee, which we pay, not you.
• Refunds. We record the amount, the method and the reason.

If you pay by Zelle, Venmo, Cash App or PayPal, that service handles your payment under its own privacy policy. If you pay by card in person, we take the payment through Stripe, which handles your card under its own privacy policy. We record only the details listed here.

We never ask for card numbers. Our system has no place to enter one, and the references, notes and reasons on our payment, refund and invoice records refuse a card number typed as a run of digits, with or without spaces or dashes between them. Other notes and messages aren't checked, so please don't send card numbers by text, by email or in notes.

You can pay an invoice online with "Pay now" in your customer portal. The "Scan to pay" code on an invoice, and the one our technician can show you when a visit is done, open the same page. You pay on the checkout page of our payment processor, Stripe, not on our site: your card details go directly to Stripe, which handles them under its own privacy policy, and we never see or store them. To set up the payment we send Stripe the invoice number, the service, the amount, your email address if we have it, and our own reference numbers for the invoice and your customer record. We don't send Stripe your portal link. After you pay, or if you leave Stripe's page without paying, Stripe returns you to a page on our site whose address carries only Stripe's own reference for the payment. That page shows only the amount, the invoice number and our name, and your receipt is in your customer portal. From Stripe we record only the details listed above, including its processing fee. If an online payment is ever refunded, the refund goes back to your card through Stripe.

Text messages

CleanSlate Crew texts customers only with their permission, and only about their own quotes, visits, invoices and payments, plus a request to review us after a visit. Our Text Message Terms cover the texting program in full.

How you agree to texts

You can agree in any of these ways:

• tick the texting box on our quote form. It's optional, it's for texts only and it starts unticked. Beside it we say what we text about, that message frequency varies and message and data rates may apply, how to get help and how to stop.
• tell a member of our team, by phone or in person, that it's OK to text you. They'll tell you what we text about and how to stop.
• choose "Text me about my service" in your customer portal

We collect your mobile number and a record of your consent: whether you agreed, the date and time, and how you agreed. For a spoken yes, we also record which team member noted it. When you agree on our quote form or in your portal, we also record which version of the texting wording you agreed to. If a team member enters your quote request for you and you ticked a texting box on our website, they record that you ticked it, and we record which team member entered it. Every change to your texting choice is logged. If your mobile number changes, we need your OK again before we text the new number.

Our system won't let us prepare a text to you unless your consent is on file, you haven't opted out, and you haven't asked us not to contact you. You never have to agree to texts to get a quote or buy from us. Without it, we'll call or email you about your quote and your service.

What we text you about

• your quote, plus a few follow-ups in the two weeks after we send it if we haven't heard back
• scheduling: confirming or changing a visit, and a reminder the day before
• updates on the day of a visit, such as running late, weather delays or a change of technician
• invoices and payment receipts
• after a visit, a request to leave us an honest Google review. We ask every customer the same way, whatever they thought of the visit.
• replies to your questions

We also send the few automatic texts described below: one confirming you've signed up, and our replies when you text STOP or HELP.

We don't send promotional text blasts. If we ever want to text you offers or seasonal reminders, we'll ask for your separate permission first.

How often, and what it costs

Message frequency varies with how many quotes and visits you have with us. Message and data rates may apply.

How we send texts

• Every text comes from our business line, (380) 800-5568, which the phone carriers have approved for texting. Quo (formerly OpenPhone), the company that runs that line for us, delivers it.
• When you text that number, a person on our team reads it.
• A person on our team reviews and sends every text about your quotes, visits, invoices and payments, and every review request. Nothing about your service is texted to you automatically.
• The only automatic texts are the ones phone carriers expect every texting program to send: one confirming you've signed up for texts, which is the first text you'll get from us, and our replies when you text STOP or HELP.

Stopping texts and getting help

• Reply STOP (or UNSUBSCRIBE, CANCEL, END, QUIT or REVOKE) to any text from us to opt out. This takes effect right away: our business line blocks further texts to your number and sends you one text confirming you've opted out.
• Reply HELP to any text from us, and we'll text back our phone number and email address.
• You can also tap "Stop texts" in your customer portal, which takes effect immediately. Or tell us by phone at (380) 800-5568, by email at hello@cleanslatecrew.com, or in person. Any reasonable way of telling us counts.
• We record opt-outs on your customer record as soon as we see them, and never later than 10 business days after you send one. Once your opt-out is recorded, our system blocks further texts to you until you agree to texts again.
• Stopping texts doesn't stop calls or emails about your service. If you want no contact at all, tell us and we'll mark your record "do not contact".

We don't sell or share your mobile number or texting consent for marketing

The companies that store our records and carry our calls and texts handle your mobile number and texting consent only to do that work for us. We never share them for anyone's marketing.

We do not sell or share your SMS opt-in data or personal information with third parties for marketing 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 won't be shared with any third parties.

How we use your information

We use your information to:

• quote, schedule, do and bill your work, and record your payments
• contact you about your quotes and visits, in the ways you've agreed to
• make things right when you report a problem after a visit
• ask you for an honest Google review after a visit, the same way we ask every customer
• give our crew what they need to find your place and get to the work areas
• keep our books, meet our tax obligations, and pay our team correctly (we record which team member brought in your job)
• understand how customers find us
• protect our quote form and our ZIP code check from spam and abuse
• keep a history of changes, so we can see who did what and when

We don't use your information for advertising, and we don't build profiles about you to sell or share.

Who can see your information

Our team

• The owner and our sales team can see all customer records, quotes, visits, invoices and messages.
• Technicians see only what they need for visits assigned to them: your first name, the service address, landmark and access notes. In our app, technicians see your phone number only on the day of the visit, and never if you've asked us not to contact you. If a technician calls you from their own phone, your number stays in that phone's call history. Technicians don't see prices, invoices or payments.
• Only the owner can see our log of website form submissions (including browser details) and our full change history. Our sales team can see the change history of individual quotes and invoices.

Companies that help us run the business

• Netlify hosts our website (including the quote form), your customer portal and the app our team uses. Every visit to those pages passes through Netlify, which may keep its own technical logs.
• Neon hosts the database where your records are kept.
• Cloudflare R2 keeps our backups. Every night a copy of that database is saved there, and each copy is kept for 30 days and then deleted.
• Quo (formerly OpenPhone) runs our business phone line, (380) 800-5568. When you call or text that number, Quo receives your phone number, the time, anything you text us and any voicemail you leave, and rings our team in its app. Our team reads your texts in Quo, and Quo delivers the texts we send you. Quo keeps its own records of the calls, voicemails and texts it carries.
• Resend sends the emails our team sends you from our app, such as quotes, invoices and receipts, from hello@cleanslatecrew.com. A person on our team always presses Send. Resend receives your email address and the whole email, including any PDF attached and the link to your customer portal, and keeps its own records of the emails it delivers. A copy of each one goes to our own mailbox, hello@cleanslatecrew.com. If a team member emails you from their own email app instead, that email is handled by the provider of the account it's sent from.
• Google Workspace hosts our email address, hello@cleanslatecrew.com, and stores the emails you send us there and the copies of the emails we send you.
• Stripe runs our online card payments. When you use "Pay now", you pay on Stripe's own checkout page, and Stripe receives what's listed under "Invoices and payments".
• Payment services and our bank. If you pay by Zelle, Venmo, Cash App, PayPal, check or card in person (through Stripe), your name and payment go through that service and our bank.
• Our accountant and other professional advisers see invoices and payment records when they help us with our books and taxes.
• Google Maps or Apple Maps receive your address only when a team member taps a directions link for it.

Review requests may include a link to our Google review page. Whether you follow it is up to you, and anything you post there is covered by Google's own policies.

This service is planned but not in use yet: Cloudflare R2 for storing job photos (today it keeps only our backups). We'll update this policy before we start using it.

We may also share information if the law requires us to, for example because of a court order.

Cookies and tracking

• Our pages. Our website and your customer portal don't set any cookies of their own, and the portal stores nothing in your browser.
• What our website remembers during a visit. Our website keeps up to four small notes in your browser's session storage, so the visit looks right: that the window opening on our home page has already had its turn this visit (so it plays at most once), that the page you just left closed its window, and in its day or night look (so the next page opens it), and whether you switched our home page to day or night yourself. They belong to that browser tab and are deleted when you close it (if you duplicate the tab, or your browser reopens it for you, they go with it). They're never sent to us or anyone else, and they hold nothing about you.
• No outside code. Our website, including our quote form, and your customer portal have no analytics, advertising pixels, tracking scripts or other third-party code. Everything their pages load, including the fonts and pictures, is served from our own site, so your browser doesn't contact Google or anyone else to load them. If you choose "Pay now", you leave our site for Stripe's own checkout page (see "Invoices and payments").
• No location tracking. We don't look up your location from your IP address or ask your browser for your location. Our home page's day and night follow the sunrise and sunset in Upper Arlington, worked out from the time, not from where you are. Your customer portal uses the same sun, and a day or night look you pick in your portal lasts only until you reload the page. Apart from the spam-protection details described above, we don't try to identify your device.
• Portal activity and flyer codes. Apart from the spam-protection details we record when you send the quote form, and the counts we keep when you check a ZIP code (both described above), the only activity we track is in your portal, on our own server: when you use your link and when you open quotes. And, if you arrive from one of our flyers, door hangers or signs, we record the code it carries (you'll see it on the form). The code travels in the web address the flyer's QR code opens, not in a cookie, and we record it only if you send the form.
• Our host. Netlify, our host, keeps its own technical logs (see "Companies that help us run the business").
• Team sign-in. When a team member signs in to our app, it sets one login cookie that keeps them signed in until 30 days after they last use the app. Our team's app and its sign-in page also remember, on that device, whether it was switched to day or night. None of this is used for customers.

How long we keep your information

• Customer records. We keep your contact details, properties, quotes, visits, messages and notes while you're a customer and afterward, as business records. We don't delete them after a set period.
• Archiving. If you stop working with us, or ask us to, we can archive your record. Archiving hides it from everyday use, cancels open follow-ups and any visits that haven't started, closes any deposit invoice for that work so you're no longer asked to pay it (an unpaid one is voided), throws away unsent messages, and turns off your portal links. An archived record isn't erased. It becomes active again if you send a new request or we work with you again.
• Financial records. We keep invoices, payments and refunds as part of our books, as tax and accounting rules require. Our system doesn't allow them to be deleted. A mistake, or a deposit invoice for work that was called off, is voided, not erased.
• Change history. Our change history records who changed what and when, including the old and new versions of contact details and the names typed to approve quotes. Our system doesn't allow it to be edited or deleted.
• Online agreements. We keep the name you typed, the time, the terms version, your IP address and your browser details with the agreement.
• Website requests. Requests we accept are kept with your customer record. We keep submissions we block for at least 30 days if our spam limits held them back, so we can still call you, and for at least 90 days if we rejected them as spam. We keep the short-lived counters we use to limit spam on the quote form and the ZIP code check for at least 2 days. After that, our system deletes these in batches as new requests come in, so some may stay a little longer.
• Portal links and messages. Portal links expire after 180 days. Once a message has been sent or thrown away, we remove the portal link from our stored copy of it.
• Copies of our emails. A copy of each email we send you from our app goes to our mailbox, hello@cleanslatecrew.com, and your replies arrive there. An email a team member sends from their own email app stays in that account. These copies, including any backups, are kept outside our system. Resend keeps its own records of the emails it delivers.
• On our team's phones. So the snow route works without signal, the phone of the team member working a storm keeps a copy of that storm's stops: addresses, first names, access notes and, for that day's stops, phone numbers, never prices. It's thrown away when they sign out, when the storm is finished or called off, and in any case once it's three days old, the next time our app is opened on that phone.
• Backups. Every night we save a copy of our database in Cloudflare R2. Each copy is kept for 30 days and then deleted, so information we delete from our system can stay in an earlier copy for about 30 days.
• Job photos. Photos stay with the job until we remove them. They don't expire automatically. When we remove a photo, we delete the file from our storage and keep only a note that it existed and who removed it. A copy may remain on the crew member's phone if it came from their photo library.

How we protect your information

• Team accounts. Each team member has their own account, and there's no public sign-up. Passwords must be at least 10 characters and are stored only in scrambled (hashed) form.
• Permissions. Our server checks who can see what, so the rules don't depend on what a screen hides. For example, technicians get only the jobs assigned to them, without prices.
• Portal links. Links are long and random. Our link records store only a scrambled fingerprint of each link, not the link itself. The full link is stored only in a message we've prepared but haven't sent yet. Once that message is sent or thrown away, we remove the link from our stored copy. The link is also in the message we sent you, in Resend's records of an email it delivered for us, and in any copy of it kept outside our system, such as in our mailbox or the sender's email account. It isn't sent to Stripe when you pay online. Repeated wrong guesses are blocked. Portal pages are marked private. That tells browsers and shared caches not to keep copies and tells search engines not to list the pages. It also stops your browser from passing your link on when you click through to another site.
• Photos. Only team members who can see the job can view its photos.
• Protected records. Our database stops the change history from being altered and stops financial records from being deleted.
• Spam protection. Our form's spam protection runs on our own system. We don't send your details to a separate spam-checking service.
• Card numbers. The references, notes and reasons on payment, refund and invoice records refuse a card number typed as a run of digits, with or without spaces or dashes between them.
• Passwords and keys. These are kept out of our code.
• Browser protections. Our pages can't be embedded inside other websites, and they don't ask for access to your camera, microphone or location.

No system is perfectly secure, so we can't promise that your information will never be exposed. If we learn of a security breach that affects your information, we'll tell you what happened and what we're doing about it, and we'll give any notice the law requires.

Your choices

• See your information. Your portal shows your quotes, visits, invoices and texting choice. For anything else, ask us and we'll tell you what we have. There's no self-service download.
• Correct it. Tell us and we'll update it. The earlier version stays in our change history.
• Stop texts. Reply STOP, tap "Stop texts" in your portal, or tell us any other way.
• Stop all contact. Ask us to mark you "do not contact". Our system then won't let us prepare texts or emails to you, and technicians won't see your phone number.
• Turn off your portal link. Ask us and we'll switch it off.
• Ask us to delete your information. We'll archive your record, turn off your portal links and mark you "do not contact", so our system won't let us prepare texts or emails to you. Our system archives records rather than erasing them. We keep invoices, payments and refunds because tax and accounting rules require it. We also keep agreement records and our change history as a record of what was agreed and who changed what. If you ask, we'll tell you what we still hold and why.

To do any of this, email hello@cleanslatecrew.com or call (380) 800-5568.

Children

Our website and services are for adults arranging work on their homes or businesses. They're not aimed at children under 13, and we don't knowingly collect information from children under 13. If you think a child has sent us information, let us know. We'll stop using it and delete it, by hand from our database if our system can't do it for us.

Changes to this policy

When this policy changes, we'll post the new version here and update the date at the top. Some things in this policy are planned but not live yet: the photo storage our job photos depend on. We'll update this page before photo storage starts. If we ever want to use your information in a way this policy doesn't describe, such as sending promotional texts, we'll ask you first.

Contact us

CleanSlate Crew (CLEAN SLATE CREW LLC)
Upper Arlington, OH 43221
hello@cleanslatecrew.com
(380) 800-5568 (call or text)