Privacy Policy

Effective date: July 5, 2026

This policy explains how DialHello ("we," "us," or "our") collects, uses, and protects information — including phone numbers and text message data — in the course of providing our missed-call text-back and review request services to home service businesses.

1. Who This Applies To

DialHello works with two groups of people:

Business clients — the home service businesses (plumbers, HVAC techs, garage door companies, electricians, locksmiths, etc.) that sign up for and pay for DialHello.
End customers — the people who call our business clients or who are existing customers of our business clients, and who receive text messages through DialHello on that business's behalf.

This policy covers both groups. We are not a consumer-facing app — end customers interact with DialHello only because a business they've called or worked with uses it.

2. Information We Collect

From our business clients

Name and business name
Email address and phone number
Billing information — processed securely through Stripe. We do not store your credit card number ourselves; Stripe handles that.

From end customers, on behalf of our business clients

Phone numbers of people who have called a business client or who are that business's existing customers
The content of SMS messages sent and received through DialHello (for example, the missed-call text-back message, review request message, and any replies)
Review ratings and feedback form responses submitted after a review request text

We only collect end-customer phone numbers and message data in connection with the two features DialHello provides: missed-call text-back and review request automation. We do not independently collect, purchase, or import consumer contact lists.

From Twilio (our SMS provider)

Call and SMS logs — including timestamps, message delivery status, and phone numbers involved — which we retain as needed to operate and troubleshoot the service.

From your use of our website

Standard website analytics, such as page visits, browser type, and device information.

3. How We Use Information

To deliver the missed call text-back and review request automation services, on behalf of the business client the end customer contacted or worked with.
To operate, maintain, and troubleshoot the DialHello platform, including diagnosing SMS delivery issues through Twilio logs.
To process payments and manage billing for business client accounts through Stripe.
To communicate with business clients about their account, service updates, or support requests.
To comply with legal obligations, carrier requirements (including A2P 10DLC registration and messaging rules), and to respond to lawful requests from regulators or law enforcement.
To improve our website and service based on aggregated, anonymized analytics.

We do not use end-customer phone numbers or message content for marketing, advertising, or any purpose beyond delivering the specific service the relevant business client has requested.

We do not sell phone numbers, message content, or any personal information. We do not share end-customer data with third parties for their own marketing purposes.

4. SMS Consent, Opt-Out, and Carrier Compliance

Messages sent through DialHello are triggered by an existing interaction — a missed call to a business client, or a job that business client has already completed for that customer. Message frequency depends on the business client's call volume and job completion activity; end customers generally receive one text per missed call, and up to two texts per completed job (an initial review request and, if there's no response, a single reminder).

Any end customer can opt out of receiving further messages at any time by replying STOP to any text. Replying HELP will return a message confirming they can reply STOP to unsubscribe and that message and data rates may apply. Standard message and data rates may apply, as determined by the end customer's mobile carrier.

Business clients are responsible for ensuring end customers have a reasonable basis to receive these messages. For missed-call text-back, the automated text itself carries the disclosure — it identifies the business, invites a reply, and states that message and data rates may apply and that replying STOP opts the caller out, all in the first message sent, which only ever goes out in response to a call the customer just placed. Any reply the customer sends is their own voluntary confirmation to continue by text. For review requests, after completing a job, the technician confirms the customer's verbal consent to receive a rating text by checking a consent checkbox in the DialHello dashboard, in the customer's presence, before submitting the request. Only checking that checkbox and submitting triggers a single review-request SMS to the customer, as set out in our Terms of Service, Section 5. The review-request SMS itself also includes a link to this Privacy Policy and instructions to reply STOP to opt out or HELP for help.

Mobile phone numbers and SMS opt-in data are never shared with third parties for marketing or promotional purposes. They are used solely to deliver the missed-call text-back and review request messages described in this policy.

5. Who We Share Information With

We share information only with the service providers who help us operate DialHello, and only as needed to provide the service:

Twilio — to send and receive SMS messages and to log call and messaging activity.
Stripe — to process business client payments and billing. Stripe handles and stores payment card details directly; we do not.

We may also disclose information if required to do so by law, subpoena, or other legal process, or if necessary to protect the safety, rights, or property of DialHello, our clients, or others.

6. Data Retention

We keep different types of information for different lengths of time, depending on what it is and why we collect it:

Business client account data — retained while the account is active, plus 90 days after cancellation.
SMS logs and end-customer phone numbers — retained for 12 months from the date of collection, then permanently deleted.
Billing and payment records — retained for 7 years, as required by applicable law.
Website analytics data — retained for 24 months.

7. Data Security

We use reasonable technical and administrative safeguards to protect the information we collect, including relying on Twilio and Stripe's security infrastructure for message delivery and payment processing. No method of transmission or storage is 100% secure, but we work to protect information appropriately given its sensitivity.

8. Your Choices

End customers can opt out of SMS messages at any time by replying STOP, as described in Section 4. If you'd like your data deleted or have questions about messages you've received, contact us at team@dialhello.com and we'll work with the relevant business client to address your request.
Business clients can request access to, correction of, or deletion of their account information by contacting us at team@dialhello.com.

9. Children's Privacy

DialHello is a business-to-business service not directed at children, and we do not knowingly collect information from anyone under 18.

10. Changes to This Policy

We may update this policy from time to time. If we make a material change, we'll email business clients and post the updated policy on this page with a new effective date.

11. Contact Us

Questions about this policy or how we handle your information? Reach us at team@dialhello.com.