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Last Updated: January 02, 2025

Purpose and Scope

Our goal is to be transparent about how we collect, use, and protect information in order to provide and support our services. We take the security of personal information seriously and implement reasonable administrative, technical, and physical safeguards designed to protect it. No method of transmission or storage is 100% secure, but we work to reduce risk.

This Privacy Policy applies to information collected through our website and in connection with our internet, managed networking, SMS/MMS, VoIP, billing, and related customer support services.

Internet Access Services (Customers Without Managed Networking)

For customers who subscribe to internet access service but do not subscribe to optional managed networking/remote management, Valley Smart Homes collects and uses certain information necessary to provision service, operate and secure the network, provide customer support, and bill for service.

Information Collected and Used for Internet Service

We may collect and use the following categories of information:

• Account and contact information, such as name, email address, phone number, service address, billing information, and communication preferences

• Service provisioning and technical identifiers, such as service/circuit identifiers and equipment/service endpoint identifiers needed to activate and support service

• Network and diagnostic information, such as IP address assignments (and related timestamps), connection status and uptime, outage events, and performance metrics (for example, throughput test results, latency, and packet loss indicators)

• Aggregate usage and capacity information, such as total data transferred and network performance indicators, used for troubleshooting, capacity planning, and service reliability

• Security and abuse-prevention information, such as indicators of malicious activity, network attacks, or policy violations, used to protect the network and customers

Content of Communications

We do not monitor, inspect, or store the content of customers’ internet communications. This includes, without limitation, webpages, full URLs, URI paths, query strings, search queries, messages, emails, files, video/audio streams, or communications payloads.

No Remote Management Without Enrollment

If you have not subscribed to managed networking/remote management (or do not have equipment used for that service), we do not remotely administer your local network devices through a management platform. If you later enroll in managed networking, additional information may be collected as described in the Remote Management of Customer Networking Equipment section of this Privacy Policy.

Sharing of Internet Service Information

We may share limited information with third parties only as necessary to deliver and support internet service, including underlying network operators/wholesale providers, local PUDs, and service vendors who assist with operations, support, and security. We may also disclose information when required by law or valid legal process.

Retention

We retain internet service information (including logs) only as long as reasonably necessary for service delivery, troubleshooting, security, billing, and compliance.

Remote Management of Customer Networking Equipment

Customers with Managed Networking Services

For customers who subscribe to optional remote network management services, Valley Smart Homes may remotely access and manage supported networking equipment installed at the customer’s location for the purposes of installation, configuration, monitoring, maintenance, security, and technical support.

Information Collected and Accessed

When remote management is enabled, we may collect or access limited technical and diagnostic information, including:

• Device identifiers (such as MAC addresses and serial numbers)

• IP address assignments

• Connection status and uptime

• Signal strength and performance metrics

• Aggregate bandwidth usage

• Destination metadata limited to top-level domain names or service endpoints inferred from transport- and application-layer signaling. We do not collect full URLs, URI paths, query strings, decrypted traffic, packet payloads, or the contents of communications.

How This Information Is Used

This information is used solely to:

• Operate and maintain the customer’s network

• Diagnose and resolve service issues

• Optimize network performance and reliability

• Detect security threats or abnormal activity

• Provide customer support

Content of Communications

We do not monitor, inspect, or store the content of customers’ internet communications. This includes, without limitation, webpages, messages, emails, files, video or audio streams, search queries, or communications payloads.

Authorization and Control

Remote management access is provided only with customer authorization and may be disabled upon request, subject to any applicable service limitations that may result if remote management is removed.

Third-Party Platforms

Remote management services may rely on cloud-based management platforms operated on our behalf. These platforms are used exclusively to support the delivery of managed services and are not used to sell customer data or for advertising purposes. Such platforms are subject to their own privacy policies, which are available upon request.

SMS/MMS Account & Service Notifications (No Marketing)

Scope of Messages

If you provide a mobile number and affirmatively opt in, Valley Smart Homes may send non-marketing SMS/MMS messages related to your account and services, including service outage notifications, appointment reminders, technician dispatch and arrival updates, price quotes, service feedback requests, invoices, billing notices, and service-related communications.

Opt-In and Consent

We send recurring SMS/MMS messages only after you have opted in. 

(SMS Opt-in not required to purchase) We maintain records of consent, which may include (as applicable) the timestamp of consent, consent method/medium, the opt-in language shown at sign-up, the specific program, the IP address used to grant consent, and the phone number enrolled.

Information Collected for Messaging

When SMS/MMS is enabled, we may collect and store:

• Mobile number and (if provided) name or account identifier

• Opt-in/opt-out status and preferences

• The text of messages we send and receive (e.g., “STOP” requests, appointment confirmations)

• Delivery status, timestamps, and messaging metadata required to route and deliver messages

• Consent records described above (for compliance and dispute resolution)

How We Use Messaging Information

We use SMS/MMS-related information only to:

• Deliver requested account/service notifications

• Provide customer support and service coordination (e.g., technician ETA updates)

• Maintain opt-out/suppression lists, prevent abuse, and troubleshoot delivery issues

Opt-Out, Help, Frequency, and Carrier Charges

Message frequency may vary. Message and data rates may apply.
You may opt out at any time by replying STOP. For help, reply HELP or contact us.

Sharing and “No Marketing” Data Use

We do not send marketing or promotional texts under this program.
Mobile opt-in information (including your phone number and consent data) will not be shared with third parties or affiliates for marketing or promotional purposes.
We may share limited information with service providers (such as messaging platform providers, aggregators, and carriers) only as necessary to deliver and manage SMS/MMS on our behalf, and subject to confidentiality and security obligations.

Retention

We retain SMS/MMS program data (including opt-in records) as long as needed to operate the program, support customers, and demonstrate compliance.

Availability

Text messaging delivery is subject to your mobile carrier’s network availability and is not guaranteed. For time-sensitive issues, contact us by phone at 509-557-0508.

Website and Online Services

Website Hosting

Our website is hosted by a third-party website platform and hosting provider. Information submitted through the website and certain technical data may be processed and stored by our hosting provider and its subcontractors on our behalf for the purpose of operating, maintaining, securing, and improving the website.

Information You Provide Through the Website

When you interact with our website, you may voluntarily provide information such as:

• Name, email address, phone number, and other contact details

• Service address and service-interest details (e.g., requesting service, support, or a quote)

• Appointment/booking details and notes you submit

• Any information you choose to include in messages, forms, or uploads

We use this information to respond to inquiries, provide quotes, schedule and perform services, send service updates, and communicate with you about your requests.

Information Collected Automatically

When you visit our website, we (and our hosting provider) may automatically collect limited technical information, which may include:

• IP address and approximate location (e.g., city/state)

• Device and browser characteristics

• Pages viewed, referring/exit pages, and timestamps

• Security, fraud-prevention, and performance-related telemetry

This information is used for website functionality, security, troubleshooting, analytics, and improving website experience.

Cookies and Similar Technologies

Our website uses cookies and similar technologies for essential functionality, security, and performance, as well as analytics and advertising measurement. You can manage cookies through your browser settings and, where available, through cookie preference tools provided on the site. Disabling cookies may affect certain website features.

Text Message Opt-In via Website

If you provide a mobile number through our website and affirmatively opt in to receive text messages (for example, outage notifications, technician arrival updates, quotes, invoices, or other service/account updates), our SMS/MMS practices are described in the SMS/MMS Account & Service Notifications section of this Privacy Policy.

Links to Third-Party Sites

Our website may contain links to third-party websites or services. Their privacy practices are governed by their own policies, not ours.

Email and Phone Communications

Service and Account Communications

We may contact you by email and/or phone regarding your account or services, including service requests, scheduling, technician dispatch/arrival updates, quotes, invoices, billing questions, outage notifications, service feedback requests, and customer support. To do this, we may collect and use contact information such as your name, email address, phone number, service address, and communication preferences.

Call and Message Metadata

When you contact us (or we contact you), we may maintain records such as the date/time of communications, the phone number or email address used, delivery status, and related customer support notes for service delivery, troubleshooting, and recordkeeping.

Marketing Preferences

If we send commercial or promotional emails, we will provide a way to opt out (unsubscribe) and honor opt-out requests as required by law.
If we place marketing or solicitation calls, we will do so only where permitted and will maintain and honor do-not-call requests as required by law.

How to Opt Out or Update Preferences

You may request to stop marketing emails by using the unsubscribe method in the message (if applicable). You may request to stop marketing calls by telling us during a call or contacting us at sales@valleysmarthomes.com or 509-557-0508.
For SMS/MMS, see the SMS/MMS Account & Service Notifications section (reply STOP to opt out).

VoIP Services (Underlying Platform Provider)

Valley Smart Homes delivers VoIP services using an underlying VoIP platform provider and related upstream providers. In order to provision, route, and support VoIP service, certain information described below may be processed and stored by these providers on our behalf.

Information Collected and Used for VoIP

In connection with VoIP service, we (and our underlying provider(s)) may collect, access, and use:

• Customer and account information (such as name, email, phone number, service address, billing contact, and communication preferences)

• Service provisioning and technical identifiers (such as assigned telephone number(s), SIP/account identifiers, and device/endpoint identifiers)

• Call detail and usage information (such as calling/called number(s), date/time, duration, and routing/provider identifiers) used for billing, troubleshooting, service reliability, and fraud/abuse prevention

• Voicemail and messaging data (if enabled)

• Customer support records, including tickets and troubleshooting notes

• Security and abuse-prevention information, such as indicators of fraud, spam/robocalling activity, account compromise, or misuse of voice services

E911 / Emergency Calling Location Information

VoIP services may require E911/Registered Location (dispatchable location) information to support emergency calling. We may collect and use service address/Registered Location information and related updates to route emergency calls and transmit location information with 911 calls, as applicable.

Call Content and Recording

We do not routinely monitor or inspect the content of customer calls. We do not record calls unless call recording is enabled for a specific purpose (for example, quality assurance or dispute resolution) and notice/consent is obtained where required by law. Voicemail (if enabled) is stored as part of providing the voicemail feature.

Sharing of VoIP Information

We may share VoIP-related information only as necessary to deliver and support service, including with:

• Our underlying VoIP platform provider and its subprocessors

• Upstream carriers and interconnection partners needed to route calls

• 911/emergency service providers for emergency calling and location routing

• Vendors that assist with operations, customer support, billing, fraud prevention, and service reliability

• Government/law enforcement when required by valid legal process

Retention

We retain VoIP information only as long as reasonably necessary for service delivery, billing, troubleshooting, security, and compliance.

Billing and Payments

Billing Information We Collect

To bill for services and manage accounts, we may collect and use billing-related information such as:

• Customer name, service address, billing address, email, and phone number

• Invoice details

• Payment history

• Limited payment method details

Payment Processing

Payments are processed through third-party payment processors and financial institutions. We do not store full payment card numbers, bank account numbers, or CVV/security codes on our systems. Payment processors may collect and process payment information directly and return confirmation and transaction details to us (for example, approval/decline status and transaction identifiers).

AutoPay

If you enroll in AutoPay, we use your payment method token/authorization provided by our payment processor to automatically charge recurring service amounts (and other charges you authorize, if applicable) according to your billing plan. AutoPay can be updated or canceled by contacting us or using the method we provide for managing billing preferences. For security, AutoPay credentials are maintained by the payment processor rather than stored in full on our systems.

Accounting and Recordkeeping

We may use third-party accounting, invoicing, and billing platforms to create invoices, record payments, and manage customer accounts. These platforms process billing information on our behalf for business operations, accounting, and tax recordkeeping.

How We Use Billing Information

We use billing and payment information to:

• Create and deliver invoices and receipts

• Process and reconcile payments, refunds, credits, and chargebacks

• Administer recurring billing and AutoPay

• Provide customer support related to billing

• Detect and prevent fraud and misuse

• Maintain required business and tax records

Sharing of Billing Information

We may share billing-related information with:

• Payment processors and financial institutions to process transactions and administer recurring billing

• Vendors that provide billing, accounting, and customer support tools

• Government authorities if required by valid legal process or tax obligations

We do not share billing information with third parties for their own marketing purposes.

Retention

We retain billing and payment records as long as reasonably necessary for service delivery, accounting, audits, dispute resolution, and compliance with legal/tax requirements.

Your Choices and Requests

You may contact us to request access to, correction of, or deletion of personal information we maintain, subject to applicable legal and operational requirements. We may retain certain information as required or permitted by law (for example, for billing, dispute resolution, security, and compliance). You may also opt out of marketing communications where applicable (see the Email and Phone Communications and SMS/MMS sections for opt-out methods).

Children’s Privacy

Our services and website are not intended for children under 13, and we do not knowingly collect personal information from children.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The “Last Updated” date at the top indicates when it was most recently revised.

Contact Us

Valley Smart Homes

Email: sales@valleysmarthomes.com            

Phone Number: (509) 557-0508