Privacy Policy

Who we are and what this covers

Remediation Media ("we," "us," or "our") is a marketing agency serving restoration and remediation companies. We are a business unit of D&J Contractor Marketing and are based at 1172 Bedford Street, Stamford, CT 06905.

This Privacy Policy applies to:

• Our website and any page, form, calendar or booking tool we host on it
• Our marketing, advertising and outbound communications
• Consultations, audits and proposals we deliver to prospective clients
• The call capture, intake, messaging and reporting systems we operate on behalf of our clients

Two different groups of people are described in this policy. Business contacts are owners, managers and staff at restoration companies who visit our site, book a consultation, or become our clients. End customers are the homeowners, property managers and other callers who contact one of our clients and reach a system we operate. Section 9 explains the different roles we play for each group.

Information we collect

Information you give us

• Contact and business details: name, company, role, email address, phone number, service area, and anything else you type into a form or booking tool.
• Scheduling information: when you book a consultation, the date and time you select, your time zone, and any notes you add. Our booking is handled by a third-party scheduling provider.
• Consultation content: what you tell us about your business during an audit or call, including call volumes, service mix, marketing history and capacity.
• Client account information: if you engage us, the credentials, access grants and account details needed to run advertising and reporting on your behalf.
• Correspondence: emails, texts, voicemails and chat messages you send us.

Information collected automatically

• Device and usage data: IP address, browser type and version, operating system, device type, screen size, referring page, pages viewed, time on page, and link and button interactions.
• Approximate location derived from IP address, at city or region level. We do not collect precise GPS location from this website.
• Advertising identifiers and cookie data, as described in Section 6.

Information from calls and messages

• Call metadata: the calling and receiving numbers, date, time, duration, ring time, whether the call was answered, missed or abandoned, and the marketing source that produced the call.
• Call audio and transcripts, where recording applies. See Section 3.
• Intake details captured during a call or text exchange: caller name, callback number, service address, type of loss, urgency, whether insurance is involved, and scheduling preferences.
• Message content from SMS exchanges, including automated follow-up messages and replies.

Information from third parties

• Advertising and analytics platforms such as Google and Meta, which provide aggregated performance data and, in some cases, conversion matching.
• Business data sources, including public licensing registries, business directories, certification bodies and professional networks, used to identify restoration companies that may be a fit for our services.
• Our clients, who may share lead lists, customer records or CRM data with us so we can measure and improve their campaigns.
• Service providers that supply telephony, hosting, scheduling, and fraud and spam prevention.

We do not knowingly collect sensitive personal information such as government identifiers, financial account numbers, precise geolocation, health information or biometric data through this website. Callers to a client's line sometimes volunteer details about a property loss that could touch on health or safety. We ask our automated systems not to solicit that information, and we treat anything volunteered as confidential intake data.

Call recording and transcription

Calls placed to or received on phone numbers we operate for our clients may be recorded, transcribed and stored. Recording serves quality assurance, staff and system training, dispute resolution, lead verification, and accurate attribution of booked work back to the marketing that produced it.

Notice and consent. Callers receive an audible notice at the start of the call that the call may be recorded and, where an automated assistant is handling it, that they are speaking with an assistant. Continuing the call after that notice indicates consent to recording. A caller who does not want to be recorded may say so and ask to be transferred, may hang up and reach the business another way, or may contact us using Section 17.

All-party consent states. Connecticut and California, along with a number of other states, require the consent of every party to a recorded call. We configure our systems to play a recording notice on calls in every market we operate in rather than relying on state detection, and we instruct our clients to do the same on any line they run themselves.

What we do not do. We do not record calls between a client's staff and their own customers on lines we do not operate. We do not use recordings for any purpose unrelated to delivering and measuring the service. We do not sell recordings or transcripts.

Recordings and transcripts are stored with access limited to the personnel and systems that need them. Retention is described in Section 10.

Automated AI voice and text systems

Part of the service we provide is an automated intake and follow-up layer. It answers inbound calls, sends and replies to text messages, and follows up with people who miss a call or book a consultation. This section explains, in plain terms, how those systems work and what they do with personal information.

Where automation is used

• Inbound call answering. An automated voice assistant may answer calls to a client's tracked number, especially after hours, on weekends, during a surge, or when the line is otherwise busy. It greets the caller, asks about the loss, captures the details needed to dispatch, and logs the result.
• Missed-call text-back. When a call is not answered, an automated text message may be sent to the calling number inviting the caller to reply.
• Text conversations. An automated assistant may exchange messages with a caller to confirm details, schedule a visit or answer a routine question.
• Consultation follow-up. If you book a call with us, we may send automated reminders and follow-up messages by voice or text about that appointment, and an assistant may attempt to reach you if you miss it or ask to reschedule.
• Summarisation and classification. Automated systems produce written summaries of calls, classify the type of loss and the outcome, and match a call to the advertisement or search that produced it.

Disclosure: you will always be told

Our automated assistants identify themselves as automated at the start of every interaction. On a voice call, the assistant states that it is an automated assistant before it asks anything. On a text conversation, the first message identifies the sender as an automated assistant. We do not design our systems to imply that a person is on the line, and we do not use synthetic voices to impersonate a specific real individual.

You can always reach a person

Every automated interaction offers a route to a human being. On a call, asking for a person, saying that the situation is an emergency, or expressing distress causes the system to escalate. Emergencies and urgent losses are escalated immediately under rules the client sets, which typically means alerting an on-call human right away. In a text conversation, replying with a request to speak to someone produces the same result.

No consequential automated decisions

Our automated systems do not make decisions that produce legal or similarly significant effects about any person. They do not decide creditworthiness, pricing, insurance eligibility, employment, housing or access to any service. They collect information, route it and summarise it. Decisions about whether to take a job, what to charge and how to schedule it are made by our clients and their people. You may contact us at any time to ask that an interaction be reviewed by a person, or to correct something an automated system recorded about you.

Accuracy and limits

Automated transcription and summarisation are not perfect. Transcripts can misrender names, addresses and figures, and summaries can miss nuance. We retain the underlying recording where one exists so that a summary can be checked against it, and we ask our clients to confirm critical details such as service address and callback number directly with the customer before dispatching a crew. Do not rely on an automated summary as the sole record of a safety-critical instruction.

How AI providers handle this data

Our automated systems are built on third-party speech, language and telephony technology. Those providers process call audio, transcripts and message content on our behalf, as service providers, under contracts that restrict them to providing the service to us.

• We do not permit our AI providers to use customer call content, transcripts or message content to train their general-purpose or foundation models, and we select providers and configurations that support this.
• We do not sell or share call content, transcripts or message content for cross-context behavioural advertising.
• We may use de-identified and aggregated interaction data, meaning data from which direct identifiers have been removed, to measure quality, tune prompts, improve routing rules and report performance in aggregate. We do not attempt to re-identify that data.
• Where we use recorded interactions to improve our own intake configuration, access is limited to authorised personnel and the material is handled as confidential.

Voice data

Call recordings contain your voice. We treat recordings as confidential and restrict access to them. We do not create voiceprints, we do not perform biometric voice identification, and we do not use recordings to build a voice model of any caller. Some states treat voiceprints as biometric information subject to additional rules; because we do not generate them, those rules are not triggered by our systems.

Text messaging and consent

We and the systems we run for our clients send text messages in three situations: you asked us to, you contacted a business and a reply is expected, or you missed a call and the business is trying to reach you back.

• Consent. By giving us your mobile number on a form, in a booking, or by calling a tracked line, you agree to receive messages related to your enquiry or appointment. Marketing messages are sent only where you have given consent that meets applicable law.
• Frequency varies with your enquiry. Message and data rates may apply.
• Opting out. Reply STOP to any message to stop further messages from that number. Reply HELP for help. Opting out of texts does not opt you out of email or phone contact, and does not cancel a booked appointment.
• Carriers. Mobile carriers are not liable for delayed or undelivered messages.
• We do not sell mobile numbers, and consent to receive messages is never shared with third parties for their own marketing.

Cookies and tracking technologies

Our website uses cookies and similar technologies such as pixels, tags and local storage. We group them as follows.

Managing cookies. Most browsers let you block or delete cookies through their settings. Blocking all cookies will break parts of this site. You can also opt out of interest-based advertising through your device settings and through industry tools such as the Digital Advertising Alliance and the Network Advertising Initiative opt-out pages.

Global Privacy Control. We treat a Global Privacy Control (GPC) signal, and comparable browser opt-out preference signals, as a valid request to opt out of the sale or sharing of personal information and of targeted advertising, for the browser that sends it.

Do Not Track. Browsers vary in how they implement Do Not Track and there is no common standard. We respond to GPC as described above rather than to legacy DNT headers.

How we use information

• To answer, route, qualify and log inbound calls and messages
• To follow up on missed calls, enquiries and booked appointments
• To prepare and deliver audits, proposals and consultations
• To plan, run, measure and optimise advertising campaigns for our clients
• To attribute booked jobs back to the marketing that produced them, and to report on cost per lead and cost per booked job
• To provide, maintain, secure and improve our website and platform
• To communicate with you about your enquiry, your appointment or your account
• To market our services to businesses, where permitted by law
• To detect and prevent fraud, spam, abuse and technical problems
• To keep records, resolve disputes, enforce our agreements and comply with legal obligations

Where the law requires a legal basis for processing, we rely on: performance of a contract with you; our legitimate interests in operating and marketing a business, balanced against your rights; your consent, where we ask for it; and compliance with legal obligations. You may withdraw consent at any time, which does not affect processing carried out beforehand.

How we share information

We do not sell personal information for money. Some of the advertising technology described in Section 6 may constitute "sharing" for cross-context behavioural advertising, or a "sale" as those terms are broadly defined under certain state laws. You can opt out as described in Sections 6 and 12.

We share personal information with:

• Our clients. If you call or message a number we operate for a restoration company, the details of that contact go to that company. They need it to serve you.
• Service providers acting on our instructions: hosting and infrastructure, telephony and messaging carriers, speech and language technology providers, scheduling, email delivery, CRM, analytics, reporting and security vendors. They are bound by contract to use the information only to provide the service to us.
• Advertising platforms, including Google and Meta, for campaign measurement, conversion tracking and audience matching. What each platform does with the data is governed by its own terms and privacy policy.
• Professional advisers such as lawyers, accountants and insurers, where reasonably necessary.
• Authorities and other parties where we are required by law, subpoena or court order, or where disclosure is necessary to investigate suspected fraud or abuse, to protect the rights, property or safety of any person, or to enforce our agreements.
• A successor entity in connection with a merger, acquisition, financing or sale of assets. We will notify affected parties where the law requires it.

Our role: controller and processor

Our responsibilities differ depending on whose information is involved.

• We are the controller (or "business," under state law) for information about our own website visitors, prospective clients, clients and their staff. That is information we decide how to use, and this policy governs it.
• We are a processor (or "service provider") for information about our clients' end customers. When a homeowner calls a client's tracked number, we handle that information on the client's behalf and under their instructions. The client's own privacy policy governs how they use it.

If you are an end customer and you want your information corrected or deleted, you may contact us and we will act on it for the systems we operate, and pass the request to the relevant client. You may also contact the restoration company directly. If you are not sure which company you called, contact us with the date and the number you dialled and we will help you identify it.

How long we keep information

We keep personal information only as long as we need it for the purposes described in this policy, then delete it or de-identify it. In general:

Where a client instructs a shorter or longer retention period for data we process on their behalf, we follow that instruction to the extent the law allows. We may retain information longer where it is subject to a legal hold, an open dispute or a regulatory obligation. Backups are overwritten on a rolling schedule.

Security

We use administrative, technical and physical safeguards appropriate to the sensitivity of the information: encryption in transit, access controls limited to personnel with a business need, multi-factor authentication on administrative systems, logging, vendor review, and periodic review of permissions. Client advertising account access is granted at the least privilege that will do the job.

No system is perfectly secure. We cannot guarantee that information will never be accessed or disclosed in a way this policy does not describe. If a breach affects your personal information we will notify you and the relevant authorities as required by law. Please tell us promptly if you believe an account or communication has been compromised.

Your privacy rights

Depending on where you live, you may have some or all of the following rights:

• Know and access. Ask what personal information we hold about you, where it came from, why we have it and who we share it with, and get a copy.
• Correct. Ask us to fix information that is inaccurate.
• Delete. Ask us to delete personal information, subject to exceptions such as records we must keep by law.
• Portability. Get a copy in a portable, machine-readable format.
• Opt out of targeted advertising, of the sale or sharing of personal information, and of profiling that produces legally significant effects. As noted in Section 4, we do not carry out that kind of profiling.
• Limit the use of sensitive personal information. We do not use sensitive personal information for inferring characteristics.
• Withdraw consent where processing is based on consent.
• Non-discrimination. We will not deny you service, charge a different price, or give you a lower quality of service because you exercised a privacy right.

How to make a request. Email us using the details in Section 17 with enough information for us to find your records, such as the phone number you called from, the email address you used, or the date of the interaction. We will verify your identity before acting, usually by confirming details already in our records. We respond within the time the applicable law allows, generally 45 days, and may extend once where the law permits, with notice to you.

Authorised agents. You may use an authorised agent to make a request. We will ask for written proof of authorisation and may ask you to confirm the request directly.

Appeals. If we decline a request, you may appeal by replying to our response with the word APPEAL and your reasons. We will respond in writing within the period the applicable law requires. If your appeal is denied you may contact your state attorney general.

State-specific disclosures

California

Under the California Consumer Privacy Act as amended by the CPRA, California residents have the rights listed in Section 12. In the preceding twelve months we have collected the categories of personal information described in Section 2, namely identifiers, commercial information, internet and network activity, approximate geolocation, audio and electronic information (call recordings and transcripts), and professional or employment-related information. We collect it from the sources and use it for the purposes described in Sections 2 and 7, and disclose it to the categories of recipients in Section 8. We disclose personal information for business purposes. We do not sell personal information for money, and we do not knowingly sell or share the personal information of consumers under 16 years of age. We may share identifiers and internet activity with advertising platforms in a way that constitutes "sharing" for cross-context behavioural advertising; you can opt out via GPC or by contacting us.

Shine the Light. California residents may request information about disclosures of personal information to third parties for their own direct marketing purposes. We do not make such disclosures.

Connecticut

We are headquartered in Connecticut. Connecticut residents have rights under the Connecticut Data Privacy Act, including access, correction, deletion, portability, opt-out of targeted advertising and of the sale of personal data, and the right to appeal a denied request as described in Section 12. Connecticut is an all-party consent state for call recording; see Section 3.

Other states

Residents of other states with comprehensive privacy laws, including Colorado, Virginia, Utah, Texas, Oregon, Montana, Delaware, New Jersey, Nebraska, New Hampshire, Minnesota, Maryland, Iowa, Indiana, Tennessee, Kentucky and Rhode Island, have comparable rights. We apply the rights in Section 12 to residents of any state with a law granting them, and we honour opt-out preference signals wherever we are required to.

Nevada

Nevada residents may submit a verified request that we not sell certain covered information. We do not sell covered information as Nevada defines it.

Children

Our services are directed to businesses and are not intended for anyone under 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, contact us and we will delete it. If a minor is a party to a call that reaches a system we operate, that recording is handled under the same confidentiality and retention rules as any other, and we will delete it on request from a parent or guardian.

International visitors

We operate in the United States and our service providers are primarily located in the United States. If you access our site or contact us from outside the United States, your information will be transferred to, stored in and processed in the United States, where data protection law may differ from the law of your country. Our services are not directed at individuals in the European Economic Area or the United Kingdom, and we do not intentionally market to them. If you are located there and believe we hold your personal data, contact us and we will handle your request in line with the rights described in Section 12.

Changes to this policy

We may update this policy as our services, technology or the law changes. When we do, we will revise the "Last updated" date at the top. If a change materially affects how we handle personal information we will give more prominent notice, such as a notice on this site or a direct message where we have your contact details. Continued use of the site or our services after a change takes effect indicates acceptance of the updated policy.

How to contact us

For privacy questions, requests or complaints, or to ask about anything on this page:

Please write "Privacy Request" in the subject line so we can route it quickly. If you are an end customer trying to reach the restoration company you called, tell us the date and the number you dialled and we will point you to them.