Privacy Policy

Lava & Co Management ("Lava Co," "we," "us," or "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website, use our mobile-optimized web application, create an account, book cleaning services, or communicate with us via any channel including SMS/text messaging.

By accessing our services or providing your information, you agree to this Privacy Policy. If you do not agree, please do not use our services.

1. Information We Collect

1.1 Personal Information You Provide

We collect information you voluntarily provide, including but not limited to:

• Account & Contact Information: Full name, email address, phone number, and password when you create an account or submit a booking request.
• Property Information: Address, property type, square footage, number of bedrooms/bathrooms, surface types (e.g., marble, hardwood), access codes (gate, lockbox, alarm), parking details, and pet information.
• Booking & Service Information: Cleaning type, add-on services, scheduling preferences, preferred cleaner, special instructions, and frequency preferences.
• Payment Information: Credit/debit card details and billing information processed securely through Stripe. We do not store your full card details on our servers.
• Communication Records: Messages sent via our platform, chat widget, email, phone, or SMS/text messaging.
• Employment/Contractor Information: For cleaners: identification, background check information, skills, certifications, and banking details for payouts.

1.2 Information Collected Automatically

• Device & Usage Data: IP address, browser type, operating system, referring URLs, pages viewed, and interaction patterns.
• Location Data: Approximate location based on IP address; precise location for cleaners during active jobs (GPS timestamps for job start/finish).
• Cookies & Tracking: We use cookies, pixels, and similar technologies for analytics, performance, and advertising purposes.
• Photos: Before and after photos uploaded by cleaners during service for quality assurance.

1.3 Information from Third Parties

• Google Places API: Address autocomplete data when you enter your property address.
• Stripe: Payment confirmation and transaction status.
• GoHighLevel CRM: Contact records, communication history, and marketing engagement data.

2. How We Use Your Information

We use your information to:

• Create, maintain, and secure your account across all portal roles (Client, Cleaner, Property Manager, Admin).
• Process bookings, calculate pricing, and facilitate payments.
• Assign cleaners, dispatch job details (including access codes), and manage service delivery.
• Send booking confirmations, reminders, service updates, and receipts.
• Provide customer support and respond to inquiries via chat, email, phone, or SMS.
• Improve our services, pricing models, and user experience through analytics.
• Send marketing communications, promotions, and abandoned cart follow-ups (with your consent).
• Comply with legal obligations, prevent fraud, and enforce our Terms of Service.
• Manage cleaner payouts, earnings tracking, and tax reporting (1099).
• Quality assurance through review of before/after photos and customer feedback.

3. SMS/Text Messaging Policy (A2P Compliance)

By providing your phone number and opting in to receive text messages from Lava Co, you consent to receive SMS/text messages related to our services. This section describes our SMS practices in compliance with A2P (Application-to-Person) messaging regulations.

3.1 Types of Messages

You may receive the following types of text messages:

• Transactional Messages: Booking confirmations, appointment reminders (24-hour and 2-hour), service updates, arrival notifications, payment confirmations, and account security alerts.
• Service Messages: Cleaner assignment notifications, job status updates, schedule changes, and post-service follow-ups (photo delivery, review requests, tip links).
• Marketing Messages: Promotional offers, discounts, new service announcements, and re-engagement campaigns (only with your explicit opt-in consent).

3.2 Opt-In Consent

You provide consent to receive SMS messages when you:

• Submit a booking request with your phone number on our website.
• Create an account on our platform.
• Explicitly opt in to marketing messages through a checkbox, web form, or keyword response.
• Text a keyword (e.g., "START" or "SUBSCRIBE") to our designated number.

Consent to receive marketing messages is not a condition of purchasing any service from Lava Co.

3.3 Message Frequency

Message frequency varies based on your interaction with our services. Transactional messages are sent as needed per booking. Marketing messages will not exceed 4 messages per month unless you engage in additional activity.

3.4 Opt-Out

You can opt out of SMS messages at any time by:

• Replying STOP to any text message from us.
• Contacting us at info@lavacomanagement.com or (424) 485-1880.
• Updating your communication preferences in your account settings.

After opting out, you will receive a one-time confirmation message. Opting out of marketing messages will not affect transactional messages related to active bookings.

3.5 Costs

Message and data rates may apply. Lava Co does not charge for text messages, but your carrier's standard messaging rates apply.

3.6 Carrier Disclaimer

Carriers are not liable for delayed or undelivered messages. Message delivery is subject to effective transmission from your network operator.

3.7 Data Sharing for SMS

We do not sell, rent, or share your phone number or SMS opt-in data with third parties for their marketing purposes. Your phone number is shared only with our authorized messaging platform providers (e.g., GoHighLevel, Twilio) solely for the purpose of delivering messages on our behalf.

4. How We Share Your Information

We may share your information with:

• Service Providers: Stripe (payments), GoHighLevel (CRM/communications), Google (maps/autocomplete), and hosting providers — solely to facilitate our services.
• Cleaners/Contractors: Your property address, access codes, service details, and first name are shared with assigned cleaners to perform the booked service. Full contact details are shared only as necessary.
• Property Managers: If you are associated with a property management account, your booking and service history may be visible to the authorized property manager.
• Legal Requirements: When required by law, court order, or governmental authority.
• Business Transfers: In connection with a merger, acquisition, or sale of assets.

We do not sell your personal information to third parties.

5. Data Retention

We retain your information for as long as your account is active or as needed to provide services. Specifically:

• Account data: Retained until you request account deletion.
• Booking and payment records: Retained for 7 years for tax and legal compliance.
• Photos: Before/after photos retained for 90 days for quality assurance, then archived.
• SMS opt-in records: Retained for the duration of your consent plus 5 years for compliance purposes.
• Marketing data: Until you opt out or request deletion.

6. Data Security

We implement industry-standard security measures including:

• Encryption of data in transit (TLS/SSL) and sensitive data at rest.
• Secure password hashing (bcrypt).
• Role-based access controls (Owner, Admin, Client, Cleaner, Property Manager).
• PCI-compliant payment processing through Stripe.
• Regular security reviews and access audits.

While we strive to protect your information, no method of electronic transmission or storage is 100% secure.

7. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request correction of inaccurate information.
• Deletion: Request deletion of your personal information (subject to legal retention requirements).
• Opt-Out: Opt out of marketing communications, SMS messages, or targeted advertising.
• Portability: Request your data in a portable format.
• Non-Discrimination: Exercise your rights without discrimination in service or pricing.

To exercise any of these rights, contact us at info@lavacomanagement.com.

8. California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), including the right to know what information we collect, request deletion, and opt out of the sale of personal information. We do not sell personal information. To submit a request, email info@lavacomanagement.com.

9. Children's Privacy

Our services are not directed to individuals under 18. We do not knowingly collect personal information from children. If we learn we have collected information from a child under 18, we will delete it promptly.

10. Third-Party Links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices of those third parties. We encourage you to review their privacy policies.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy or wish to exercise your rights, contact us at: