Privacy Policy
Effective Date: 09-30-2025
At Bernard Labs, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy outlines how we collect, use, and safeguard your data when you interact with our website, mobile application, services, and products. By using our platform, you consent to the practices described in this policy.
1. Information We Collect
We may collect the following types of information:
1.1. Personal Information
Name, email address, phone number, and other contact details provided during account creation or communication
Company name, business address, and technician license information
Payment information for subscription or service purchases
Professional credentials and certifications
1.2. Usage Data
IP address, browser type, operating system, and device information
Details about how you interact with our website and mobile application (e.g., features used, session duration, pages visited)
Geolocation data when using our mobile application (with your permission)
Time stamps and frequency of platform usage
1.3. Service Data
Repair and diagnostic information: Details about appliances and HVAC systems you service, including make, model, serial numbers, symptoms, diagnoses, and repair outcomes
Voice recordings: Audio captured through our voice note-taking and coaching features
Photos and videos: Visual content you capture during service calls, including images of equipment, labels, parts, and repair procedures
Chat interactions: Text-based queries and conversations with our AI assistant
Parts and procurement data: Information about parts searched, ordered, and used in repairs
Job site information: Customer addresses, appointment details, and service history (when integrated with FSM/CRM systems)
1.4. Data You Provide
Any content, queries, or files you upload to interact with our AI tools
Feedback, survey responses, or support requests submitted through our platform
Custom notes, documentation, and annotations added to repair records
1.5. Integration Data
Data synced from third-party Field Service Management (FSM) and Customer Relationship Management (CRM) systems you've authorized
Information from parts suppliers and distributors connected to your account
Warranty and manufacturer data accessed through our platform
2. How We Use Your Information
We use your information for the following purposes:
2.1. Service Delivery
To provide real-time diagnostics, coaching, and repair assistance
To transcribe and enrich your voice notes, photos, and videos with relevant technical information
To generate repair predictions, parts recommendations, and step-by-step guidance
To facilitate parts sourcing and ordering
To integrate with your FSM/CRM systems and synchronize data
2.2. Product Improvement
To train and improve our AI algorithms and diagnostic accuracy
To expand our knowledge base with new appliance models, repair techniques, and technical information
To identify patterns and trends that enhance our coaching capabilities
To analyze usage patterns and optimize platform performance
2.3. Account Management
To process payments and manage your subscription
To communicate with you about updates, new features, or service changes
To provide customer support and respond to your inquiries
To send important notices about your account or service interruptions
2.4. Business Analytics
To generate aggregate insights about repair trends, common failures, and industry patterns
To create anonymized benchmarks and performance metrics
To conduct research that advances the home services industry
2.5. Security and Compliance
To ensure platform security, detect fraud, and prevent unauthorized access
To comply with legal obligations and respond to lawful requests from authorities
To enforce our Terms and Conditions and protect our rights and property
3. How We Share Your Information
We value your privacy and only share your information under the following circumstances:
3.1. Service Providers
Cloud infrastructure providers for secure data storage and processing
Payment processors for subscription and transaction management
Parts suppliers and distributors when you place orders through our platform
FSM/CRM platforms when you authorize integration with these services
Analytics and monitoring services to maintain platform performance
All service providers are bound by confidentiality agreements and are only permitted to use your data for specified purposes.
3.2. Aggregated and Anonymized Data
We may share aggregated, anonymized data with:
Equipment manufacturers and OEMs to improve product reliability
Industry researchers and analysts
Parts suppliers to optimize inventory and distribution
Strategic partners developing complementary services
This data cannot be used to identify you or your customers.
3.3. Legal Requirements
To comply with applicable laws, regulations, or legal processes
To respond to lawful requests from public authorities, including law enforcement
To protect the rights, property, or safety of Bernard Labs, our users, or the public
To enforce our Terms and Conditions or investigate potential violations
3.4. Business Transfers
In the event of a merger, acquisition, reorganization, or sale of assets, your information may be transferred as part of that transaction, subject to the same privacy protections
3.5. With Your Consent
We may share your information with third parties when you explicitly authorize us to do so
We do not sell your personal information to third parties.
4. Data Security
We implement industry-standard security measures to protect your data, including:
Encryption: Data is encrypted in transit and at rest using industry-standard protocols
Access controls: Strict authentication and authorization measures limit access to your information
Secure infrastructure: Our platform is hosted on enterprise-grade cloud infrastructure with regular security audits
Monitoring: Continuous monitoring for security threats and suspicious activity
Employee training: Regular security awareness training for all team members
However, no system is completely secure, and we cannot guarantee the absolute security of your information. You are responsible for maintaining the confidentiality of your account credentials.
5. Cookies and Tracking Technologies
Our website and mobile application use cookies and similar technologies to:
Enhance your browsing and user experience
Remember your preferences and settings
Analyze traffic and usage patterns
Deliver personalized content and recommendations
Maintain session security and authentication
5.1. Types of Cookies We Use
Essential cookies: Required for platform functionality and cannot be disabled
Analytics cookies: Help us understand how users interact with our platform
Preference cookies: Remember your settings and customizations
Marketing cookies: May be used to deliver relevant promotional content
5.2. Managing Cookies
You can manage or disable cookies through your browser settings or mobile device preferences. Note that disabling certain cookies may limit platform functionality.
6. Your Rights
Depending on your location, you may have the following rights regarding your data:
6.1. Access and Portability
Request a copy of your personal information in a structured, commonly used format
Export your repair records, notes, and documentation
6.2. Correction
Update or correct inaccurate or incomplete information
Modify your account details and preferences at any time
6.3. Deletion
Request the deletion of your data, subject to legal retention requirements and legitimate business needs
Close your account and remove associated data
6.4. Opt-Out
Unsubscribe from marketing communications
Disable certain data collection features (note that this may limit platform functionality)
Revoke permissions for location data, camera, or microphone access
6.5. Data Processing Restrictions
Request that we limit how we process your information
Object to certain types of data processing
6.6. Withdraw Consent
Withdraw previously granted consent for data processing where applicable
To exercise these rights, contact us at privacy@bernardlabs.com. We will respond to your request within thirty (30) days or as required by applicable law.
7. Data Retention
We retain your information for as long as necessary to provide our services and fulfill the purposes described in this Privacy Policy, including:
Account data: Retained while your account is active and for a reasonable period after closure
Repair records: Retained to maintain service history and improve AI algorithms
Voice, photo, and video content: Retained to provide transcription services and coaching, with options for deletion upon request
Aggregated data: May be retained indefinitely in anonymized form for research and product improvement
You may request deletion of specific data by contacting us, subject to legal retention requirements.
8. Third-Party Links and Services
Our platform may contain links to third-party websites, applications, or services, including:
Parts supplier websites
Equipment manufacturer resources
FSM/CRM platforms
Industry forums and communities
We are not responsible for the privacy practices of these third parties. We encourage you to review their privacy policies before sharing your information.
9. Children's Privacy
Our services are intended for professional technicians and businesses and are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.
10. International Data Transfers
Bernard Labs operates in the United States, and your information may be transferred to, stored, or processed in the United States or other countries where our service providers operate. By using our services, you consent to the transfer of your information to countries outside your country of residence, which may have different data protection laws.
11. California Privacy Rights
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):
Right to know what personal information we collect, use, and share
Right to request deletion of your personal information
Right to opt-out of the sale of personal information (note: we do not sell personal information)
Right to non-discrimination for exercising your privacy rights
To exercise these rights, contact us at privacy@bernardlabs.com or call [Phone Number].
12. European Privacy Rights
If you are located in the European Economic Area (EEA), you have rights under the General Data Protection Regulation (GDPR), including those outlined in Section 6. Our legal basis for processing your data includes:
Contractual necessity: To provide services you've requested
Legitimate interests: To improve our services and ensure security
Consent: Where you've explicitly agreed to specific data processing
Legal compliance: To meet regulatory obligations
You have the right to lodge a complaint with your local data protection authority.
13. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or other factors. Any changes will be posted on this page with a new effective date.
For material changes that significantly affect your rights, we will provide notice through:
Email notification to your registered email address
Prominent notice on our platform or website
In-app notification
Continued use of our services after changes become effective indicates your acceptance of the updated policy.
14. Contact Us
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Bernard Labs
Email: privacy@bernardlabs.com
Address: [Physical Address]
Phone: [Phone Number]
Website: www.bernardlabs.com
For data protection inquiries specific to the EEA, you may contact our Data Protection Officer at: dpo@bernardlabs.com