Who this is for
This notice is for the home-service business using Missedly — the plumbing, heating, electrical or similar company whose phone the service answers. It sets out what we hold about your business, what we hold about your customers on your behalf, what we do with it, and what we will never do with it.
Your customers have their own, separate notice: the privacy notice for callers. It is written for them, in their language, and you are welcome to link to it from your own website.
The two roles, and why they matter
There are two parties handling a caller's information, and the law treats them differently.
You decide why your customers' information is collected and what happens to it. It is your business they called, your work being arranged, and your relationship with them. In data-protection language, you are the controller.
We hold and handle it for you, on your instructions, in order to run the service you are paying for. In the same language, we are the processor. We do not decide what your customer list is for, and we do not put it to any use of our own.
In practice this means that if one of your customers asks what is held about them, or asks for it to be deleted, either of us can act on it — and we will tell you when we do.
What we hold about your business
| Information | Why |
|---|---|
| Your business name, trade, services and opening hours | So the assistant answers callers as your business, and knows when you are closed |
| Your business phone number, and the number the assistant texts from | To recognize a missed call to you and to text the caller back |
| The owner's mobile number and email address | To send you alerts about new customer leads and emergencies, and sign-in codes if you switch them on |
| The names, mobile numbers and email addresses of the people at your business | So jobs can be assigned to the right person, alerts reach the right phone, and each person can sign in |
| A username and a scrambled version of the password for each person | So only your people can open your dashboard. We never store the password itself and cannot tell you what it is |
| When each person last signed in | So you can spot an account that should no longer be in use |
| Your settings — opening hours, blocked times, who gets alerted and when | So the service behaves the way you set it up, and keeps doing so after a restart |
If you asked us for a live demonstration through this website, we also hold the email address you gave and any address you asked us to copy in, so we can arrange it. Those are used for that purpose and nothing else.
What we hold about your customers, for you
Only what a caller gives, plus what the phone network tells us about the call: their phone number, their name and service address if they give them, what needs fixing, when they are available, and the text conversation itself. The full detail is in the notice for callers.
We do not ask for, and the service has no use for, payment details, government identifiers or health information.
What we do with it
We use it to run the service for you, and for nothing else: texting a caller back when you miss their call, holding the conversation, capturing the job details, alerting you and your team, keeping your calendar, showing your dashboard, and keeping the service working and secure.
What we do not do
- We do not sell your information or your customers' information. There is no version of this service in which that changes without your agreement.
- We do not share it for advertising.
- We do not market to your customers. Nobody is texted unless they called you first, and the only text they get is a reply to that call.
- We do not use one business's information for the benefit of another. Each business's callers are separate.
- We do not use your customers' conversations to train an AI model. Anthropic, whose model writes the replies, states in its published terms for business customers that material sent through it is not used to train their models either.
- We do not text any number that has not first called your business. There is no marketing sending, no bulk sending and no purchased lists.
Who else is involved
We use a small number of established providers to run the service. Each one only handles what it needs to:
- Twilio — the telephone provider that connects the calls and delivers the text messages.
- Anthropic — provides the AI model that writes the replies. A conversation is sent to them for the sole purpose of producing the next reply.
- Render — hosts the software and stores the database.
We may disclose information if the law requires it. If we are ever asked for your information by anyone else, the answer is no.
How it's protected
- Everything travels over encrypted connections.
- Stored conversations, names, addresses and job details are encrypted where they are held. Phone numbers are stored in readable form, because they are what the system uses to find a conversation and honor a STOP.
- Your dashboard is password-protected, each person has their own login, and repeated failed attempts are locked out.
- You can require a one-time code at sign-in as well as a password, and mark a device as trusted for two weeks so you are not asked every time. You switch this on from the Logins page.
- Each person sees only what their role allows. An owner sees everything; a representative can run the board but cannot change an owner's login; a technician sees the calendar and the jobs assigned to them, and nothing else.
- Requests that claim to come from the phone network are cryptographically verified before they are acted on.
No system is perfect, and we will not pretend otherwise. If something goes wrong that affects you or your customers, we will tell you, and we will tell you what we know rather than waiting until the picture is complete.
How long it's kept
- Conversations, captured job details, the alerts we sent you, and past appointments — deleted automatically 180 days after the last contact with that caller, or sooner if you choose a shorter period.
- Your business settings and your people's logins — kept for as long as you use the service, and removed when you close your account or take somebody off your list.
- A record that a caller replied STOP — kept indefinitely, deliberately. It is the only way to be certain that number is never texted again, and it holds nothing but the number and the fact that they opted out.
If you stop using the service
You can export your callers to a spreadsheet from the dashboard at any time, including before you leave, so nothing is held hostage. On request we delete your business's information from the service. The STOP records are the one thing we keep, for the reason above.
Payment
We do not hold card or bank details in the service. Anything to do with billing is handled separately and is not stored alongside your callers.
What we ask of you
Some of this only works if both sides hold up their end:
- Add only the numbers of people who actually work for you, and take them off when they leave so their login goes with them.
- Tell your team that their name, mobile number and email address are held in the system, and why.
- Give each person their own login rather than sharing one. With a shared login there is no way to tell who replied to a customer or changed a booking.
- Publish a privacy notice for your own customers, or link to the caller notice above.
- Use the service for what it is: replying to people who called you. It is not a marketing tool, and using it as one would put your own phone number's reputation at risk as well as breaking the rules that govern business texting.
- Tell us if a customer asks you to delete their information and you would like us to handle it.
Your choices
- See what's held — most of it is on your own dashboard; ask us for the rest.
- Take a copy — export your callers to a spreadsheet from the dashboard whenever you like.
- Have it corrected — your business details, hours and team are yours to edit directly.
- Have it deleted — ask, and we will do it.
- Shorten how long it's kept — tell us the period you want and we will set it.
Changes
If this notice changes in a way that matters, we will update the date at the top and tell you directly rather than relying on you to check.
Contact
Missedly, operated by Zuyao Zhang
(757) 234-9425
support@missedly.com
This notice describes how we handle information. It is not legal advice about your own obligations as a business — those depend on where you operate and what else you do with your customers' information.