Effective Date:December 20, 2022
HomeServe USA Corp. and its parent, affiliate, and subsidiary entities* (“HomeServe” or “We” or “Us” or “Our”) are serious about the private nature of Your personal data and other information obtained from, or provided by, You (“You” or “Your”) to Us, regardless of the manner in which it is provided, including, but not limited to, information provided by mail, e-mail, telephone, mobile phone (including applications or text message), and through surveys, sweepstakes, contests, Our social media pages, Our mobile applications, or on Our websites (social media pages, mobile applications, and websites are together the “Website” or “Websites”).
In the course of Our business or operating Our Websites, We may access, collect, use, transmit, disclose, store, maintain and otherwise handle personal data about You. This Policy describes the purposes for handling such personal data while ensuring Our compliance with applicable state, provincial/territorial, municipal and federal laws and industry requirements.
This Policy applies to all consumer personal data accessed, collected, used, transmitted, disclosed, stored or maintained by Us, including both electronic data and paper records.
We are committed to using reasonable commercial measures to: (1) safeguard Your personal data, (2) use personal data in accordance with this Policy and all applicable consumer data privacy laws, and (3) monitor and improve the safeguards so they are effective and appropriate. We adhere to the following practices:
Please do not provide Us with sensitive information or health information. We do not knowingly collect or maintain consumers’ sensitive personal information.
For purposes of this Policy, “personal data” is any information that directly or indirectly identifies, relates to, or describes an individual or household, or is otherwise defined as “personal information” or “personally identifiable information” under applicable privacy and data protection laws.
In the course of operating Our business and Websites and delivering Our products and services, We process the following categories of personal data collected through various sources, as outlined below. All personal data is collected and processed in accordance with applicable law, including with Your consent where required by applicable law:
We may share any of the personal data We receive (listed above) for Our business and commercial purposes and as more specifically described below, including to comply with legal obligations and for auditing, security, and anti-fraud purposes.
Service providers. We may share any of the personal data described above with service providers (including, but not limited to, home service contractors, mailing vendors, service-related technology providers, marketing agencies, payment processors, enrollment fulfillment and survey administrators) that provide services to You and Us. For example, We may provide Your personal identifiers and job request information to home service contractors so they can provide their services to You; We may provide Your personal identifiers to print and communications vendors so that they can send You communications on Our behalf; and We may also provide personal data, including personal identifiers, commercial information, and device and IP address information to Our service providers for fraud detection purposes. We require that service providers use personal data only for the specific purposes specified in Our agreements with them and adhere to security safeguards consistent with applicable law.
Other third parties providing services to Us. We also may share personal data (including Your personal identifiers) with third parties to help Us provide products and services to You and to tailor marketing to Your interests, and target advertising to You on third-party online advertising and social media platforms.
Partners. We may share Your personal identifiers and commercial information (the products and services You have purchased from Us) with Partners, including Your utility company, so that We can manage Your account, facilitate billing, and provide You with Our products and services. We will provide Your personal identifiers and financial information to a payment processing vendor to complete a transaction You have requested. In these situations, You are using and directing Us to intentionally disclose Your personal information (including personal identifiers and financial information) so Our products and services and Your requests can be provided to You.
Affiliates. We may also share any of Your personal data within Our group of companies* that operate in the United States and Canada for the purposes described above. By providing Your personal data to Us, You fully understand and clearly consent to such use and transfers as set out in this Policy.
Business Transactions. In the event of a merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, sale of company assets (whether by private sale, through operation of law, as part of a divestiture plan, or otherwise), We will provide Your personal data and transaction history associated with each relevant business unit to the persons and/or entities assuming control of such business unit or the assets or as otherwise necessary to assess and complete the transaction as permitted by law or contract, and they will be able to handle the personal information as stated in this Policy.
We are committed to protecting the personal data You share with Us. In order to prevent unauthorized access, use or disclosure of Your personal data, We have put in place a robust security program which meets or exceeds industry standards and best practices, and leverages technologies, processes, procedures, standards and frameworks to keep information safe and secure. We strictly adhere to a defense in depth methodology which uses multiple layers of security controls to prevent the failure of one control negatively impacting Our overarching security posture. This includes securing Our physical data as well. We utilize many world class technologies to prevent, detect and respond timely to a security event or potential security incident should one occur.
Transmission of information on the internet is not completely secure and therefore We cannot guarantee the security of the personal data sent to Us electronically on Our Websites or otherwise; transmission of such personal data is therefore entirely at Your own risk.
Like most websites, We and other companies use browser “cookies,” log files, beacons, pixels, and similar technology on Our Websites and in Our emails. Cookies and similar technology may collect Your personal identifiers (such as IP address, device and browser identifiers and characteristics, and other identifiers), information about Your device (such as operating system, browser characteristics, and language preferences), and Your usage activity on the Websites (such as Your interaction with Our Websites, the link You used to reach them, and the content and advertising displayed on them and Our content and advertising on other websites and online services). Third parties may also collect this personal information from Our websites.
We use third-party advertising services to serve ads when You visit some of Our Websites and other websites, online and social media services, third-party email services to send informational and marketing emails, and third-party analytics services to help Us understand and improve the usage of the Websites and Our email. These services will collect Your personal identifiers (such as, IP address, deviceID, and cookie information, among others), device characteristics (such as, browser version), and website browsing activity from You when You visit the Websites by placing cookies and using other similar technology. The third-party advertising services use that information to provide advertisements to You on Our Websites, other non-affiliated websites or platforms and/or to provide analytical information for Our Websites; they also may collect and combine information about Your online activities over time, on other devices, and on other websites or online services, if those websites and online services also use the same partners.
We currently use Google Analytics to collect and process certain usage data on Our Websites. To learn more about Google Analytics and how to opt out, please visit https://policies.google.com/technologies/partner-sites. You may learn more about advertising networks and opt out of receiving personalized advertisements on this browser or device from advertisers who are members of the Network Advertising Initiative or who subscribe to the Digital Advertising Alliance’s Self-Regulatory Principles for Online Behavioral Advertising by visiting the opt out options of each of those organizations. Links to those sites are here:
Network Advertising Initiative: https://optout.networkadvertising.org/?c=1
Digital Advertising Alliance:
US - https://optout.aboutads.info/?c=2&lang=EN
Canada - http://youradchoices.ca/
When You opt out of personalized advertising, You may continue to see online advertising on the Sites and/or Our ads on other websites and online services, however, such ads will not be personalized to you.
We may use a number of third-party services on Our Websites including Google for Website tag management.
For an understanding of Google’s privacy practices see https://policies.google.com/privacy?hl=en#infocollect.
If You do not want to receive marketing information from Us via email, You may unsubscribe by clicking on the unsubscribe link included in electronic marketing communications. If You do not want to receive marketing information from Us via mail or by telephone You can write, email or call Us using the contact information listed below. If You unsubscribe, You may still receive information from Us but only if it is necessary to provide You with Our products and services, including administrative or transactional messages or satisfaction surveys.
California consumers have the right to request:
California consumers also have the right not to receive discriminatory treatment if they exercise the rights listed above.
You may submit a privacy rights request to Us by:
When You make a data access request to delete, know or correct Your personal data, We require You to provide information and follow procedures so that We can verify the request and Your jurisdiction or state of residence before responding to it. The verification steps We take may differ depending on Your request and depend on receiving complete and accurate information from You. We will ask You to provide Your full name, address, phone number, email address and HomeServe customer status, as well as select which data access request You are making. Please provide as much of the requested information as possible to help Us verify the request. We will only use the information received in a request for the purposes of responding to the request.
We will match the information that You provide in Your request to information We already have on file to verify Your identity. If We are able to verify Your identity, We will process Your request. If We cannot verify Your identity, We may ask You for additional information to help Us verify Your identity and fulfill Your request.
Once We have verified Your identity, We will fulfill Your request. For a request to delete, We will delete Your personal data, subject to certain exceptions permitted by law, and We will confirm Your request is completed by email. For requests to know what personal data We maintain, after verification of Your identity We will provide You with that information by email. For requests to correct inaccurate personal data, once We verify Your identity, We will respond to You through email and request You to provide direction on what personal data You are requesting be corrected. Once We receive Your response, We will correct Your personal data in Our records and notify You that Your request has been completed through email.
California law permits California consumers to use an authorized agent to make privacy rights requests. An authorized agent must follow the process described above to make a request, and We may additionally require the authorized agent to verify his/her own identity and confirm the his/her authority with the California consumer about whom the request was made.
As a California consumer, You have the right under the CPRA to opt out of the sale and sharing of Your personal data. California law defines the “sale” of data as sharing or providing a consumer’s personal information to a third party for monetary or other valuable consideration. The CPRA defines sharing as providing personal information to a third party for cross-contextual behavioral advertising purposes. We do not sell Your data in exchange for monetary compensation, but do provide personal information to online advertising platforms for the purposes of cross-contextual behavioral advertising to target Our advertising to You on third-party platforms. You can opt out of these data sharing practices by submitting a request through this webform and adjusting Your cookie settings Manage Cookies. Both actions are required to fully opt out of the sale and sharing of Your personal data.
The categories of personal information shared or “sold” to third parties and the categories of third parties to whom the information was sold or shared are as follows: Online and Personal Identifiers (including unique IDs based on device and IP address), name, email address, phone number, zip code are shared with advertising companies and social media platforms for cross-contextual behavioral advertising purposes.
Our Websites respond to browser opt out preference signals sent through a browser connected with a specific device. If You have an opt out preference signal enabled for Your browser and specific device, Your personal data will not be accessed by or shared through cookies and pixels on Our Websites. If You are a HomeServe customer and have a customer account with Us, to fully opt out You must also submit an opt out request through Our online webform here in addition to relying on Your enabled opt out preference signal.
We do not collect, use or share sensitive personal information as defined by the CPRA.
We do not have actual knowledge of selling or sharing the personal information of consumers under 16 years of age.
Pursuant to the Virginia Consumer Data Protection Act (“VCDPA”), Virginia residents have the right to:
As a Virginia consumer, You have the right under the VCDPA to opt out of the processing of Your personal data for targeted advertising. We process personal data for targeted advertising purposes through cookies and pixels on Our Websites and by sharing personal data with online advertising and social media platforms. To opt out of targeted advertising, You must submit a request through Our webform here and manage Your cookie settings Manage Cookies.
As a Virginia consumer, You have the right to opt out of the sale of Your personal data. We do not sell Your data to any third parties in exchange for monetary compensation.
As a Virginia consumer, You have the right to opt out of profiling in furtherance of decisions that produce legal or similarly significant effects concerning the consumer. We do not engage in profiling in furtherance of decisions that produce legal or similarly significant effects concerning the consumer. For inquiries about such requests, please reach out through email, phone, or mail listed below under “Contact Us.”
As a Virginia consumer, You have the right to appeal Our refusal to take action on a data access request by submitting a request to appeal through this webform or through any means listed under the “Contact Us” section below. Within 60 days of receipt of an appeal, We will inform You in writing via email of any action taken or not taken in response to the appeal, including a written explanation of the reasons for the decisions.
We do not sell personal data for monetary consideration. However, if You are a Nevada resident, You have the right to submit a request directing Us not to sell Your personal data. To submit such a request, please contact Us using the information in the “Contact Us” section below.
HomeServe USA Corp.
ATTN: Privacy Officer
601 Merritt 7, 6th Floor,
Norwalk, CT, 06851
You may also update Your online account information by visiting Our Website and logging into Your account.
Our Website is designed and intended for those who have reached the age of majority (18 or 19 years of age, depending on Your jurisdiction of residence). By using Our Website, You affirm that You are at least the age of majority in Your jurisdiction of residence. We are not liable for any damages that may result from Your misrepresentation of age.
No one under the age of 13 is authorized to submit any information, including personal data, on Our Website. Under no circumstances may anyone under the age of 13 use Our Website. Parents or legal guardians of children under 13 cannot agree to these terms on their behalf. We will not knowingly collect any personal data from children under the age of 13. If You become aware that a child has submitted their personal data to Us in a manner that is inconsistent with this paragraph, please contact Us and We will delete such information.
**HomeServe USA Corp. Affiliates and Entities include Service Line Warranties of Canada, Inc., HomeServe USA Repair Management Corp., HomeServe USA Energy Services LLC, Service Line Warranties of America, Inc.; C.M.H., Inc. d/b/a Cropp Metcalfe Air Conditioning and Heating