ProPal Privacy Policy

Effective Date: August 3, 2026 Version: 1.0 Operator: EMOTION Software Development, LLC, doing business as ProPal

ProPal is an EMOTION Software Development, LLC technology. This Privacy Policy explains how ProPal collects, uses, discloses, retains, and protects personal information through `textpropal.com`, ProPal-controlled SMS and MMS numbers, provider applications, administrative systems, support channels, and related services.

“ProPal,” “we,” “us,” and “our” refer to EMOTION Software Development, LLC. “Customer” generally means a homeowner or other person requesting service. “Provider” means an independent home-service business participating in ProPal.

1. Scope

This Policy applies to:

• customer SMS and MMS conversations;
• ProPal websites and public legal pages;
• provider onboarding, authentication, dashboard, locations, services, availability, billing, and support;
• AI-assisted intake, classification, summaries, and responses;
• routing, attribution, dispatch, and handoff records;
• customer and provider support;
• security, audit, logging, and compliance systems; and
• related vendor processing.

This Policy does not govern an independent provider’s post-handoff data practices. Providers are separate businesses and should provide their own privacy notices where required.

2. ProPal’s Current Service Model

Customers interact with ProPal primarily through SMS and MMS. There is no customer application, customer account, or customer login in the current product.

Each participating provider may receive a dedicated ProPal-controlled Twilio number. All assigned numbers route into ProPal’s common messaging system. The destination number a customer texts may establish source-provider attribution. A customer’s mobile number is the principal identity and conversation-continuity key.

ProPal may use AI to understand the request and rules to determine routing, eligibility, timing, fallback, and ownership. Once a provider accepts, ProPal may facilitate a warm handoff so the customer and provider communicate directly.

3. Information We Collect

3.1 Customer Contact and Identity Information

We may collect:

• mobile number;
• name or preferred name;
• email address if voluntarily provided;
• the ProPal/Twilio number contacted;
• consent, opt-in, opt-out, HELP, START, and suppression records;
• device, carrier, country code, and messaging identifiers; and
• information used to verify a privacy or support request.

3.2 Message and Service-Request Content

We may collect:

• SMS and MMS text;
• photographs, videos, files, and attachments;
• timestamps, delivery receipts, failures, and carrier events;
• service type, subservice, urgency, and preferred timing;
• service address, property information, and access details;
• customer-stated symptoms, observations, and known hazards;
• provider requests, responses, acceptance, decline, timeout, and handoff events;
• completion, rating, review, and feedback information; and
• support and complaint communications.

Do not send Social Security numbers, full payment-card information, banking credentials, passwords, authentication codes, government identification, health records, or unrelated highly sensitive information.

3.3 Provider Information

We may collect:

• legal name, trade name, contact person, email, and telephone number;
• business address, locations, geographic coordinates, radius, and service areas;
• services offered and service classifications;
• operating hours, availability, response status, and routing preferences;
• license, registration, bond, insurance, credential, and verification information;
• logo, website, social links, review links, descriptions, and profile content;
• assigned ProPal numbers, number status, attribution, and distribution information;
• dashboard activity, authentication, support, administrative, and security records;
• dispatch, acceptance, decline, timeout, completion, response, rating, and quality data;
• plan, location, subscription, invoice, payment status, cancellation, and billing information; and
• contracts, complaints, audit records, and legal communications.

Stripe generally receives full payment credentials directly. ProPal may store Stripe customer, subscription, invoice, payment, and status identifiers but does not ordinarily store complete card numbers.

3.4 Website and Technical Information

We may collect:

• IP address;
• browser, device, and operating system;
• pages, links, buttons, forms, and referring URLs;
• cookies, local storage, session identifiers, and consent preferences;
• application and server requests;
• diagnostic, error, performance, and deployment information;
• authentication and security events;
• approximate location derived from IP; and
• abuse, fraud, rate-limit, and threat signals.

See the Cookie Policy.

3.5 Location Information

We may process:

• customer service addresses;
• normalized addresses;
• latitude and longitude;
• place identifiers;
• provider business and service locations;
• radius and coverage boundaries;
• distance between a request and provider location; and
• approximate website location inferred from IP.

We use location information to evaluate service coverage and routing. It is not intended for continuous consumer-device tracking.

3.6 Information Generated by ProPal

ProPal may generate:

• AI classifications, summaries, extracted fields, and suggested responses;
• likely service type and urgency;
• provider match and eligibility results;
• source-provider attribution;
• dispatch order, attempt, timeout, and fallback records;
• audit and system-health events;
• billing and account eligibility state;
• fraud, abuse, and quality signals;
• aggregated metrics; and
• de-identified or synthetic evaluation data.

3.7 Information from Third Parties

We may receive information from:

• Twilio and wireless carriers;
• SendGrid and email systems;
• Supabase and hosting systems;
• OpenAI and/or Anthropic;
• Google Maps Platform;
• Stripe;
• providers and their authorized personnel;
• customers who share a ProPal number;
• public licensing, business, or credential sources;
• insurers, advisers, regulators, courts, or law enforcement; and
• security, monitoring, and fraud-prevention vendors.

4. How We Use Information

We may use information to:

4.1 Provide the Service

• receive and respond to customer messages;
• identify a conversation by mobile number;
• preserve the source attribution associated with the destination number;
• understand and structure a service request;
• request clarification, photographs, address, and timing;
• geocode and normalize addresses;
• determine provider eligibility, coverage, and availability;
• route, dispatch, time out, reroute, or close requests;
• transmit information to an eligible provider;
• facilitate a warm handoff;
• send status, support, completion, rating, and review messages; and
• operate provider dashboards and account tools.

4.2 Communicate

• send customer-requested SMS and MMS;
• send provider dispatch, account, billing, security, support, and operational messages;
• respond to STOP, HELP, START, support, and privacy requests;
• notify users about policy, product, security, or service changes; and
• maintain delivery, bounce, complaint, and suppression records.

4.3 Billing and Account Administration

• create and administer provider subscriptions;
• calculate plan and location charges;
• process checkout and payment events through Stripe;
• handle invoices, failures, grace periods, suspension, cancellation, and reactivation;
• prevent unauthorized or fraudulent billing; and
• maintain tax, accounting, and transaction records.

4.4 Security and Compliance

• authenticate providers and administrators;
• enforce permissions and row-level access;
• monitor logs, webhooks, errors, and system health;
• detect fraud, spam, abuse, malware, scraping, and account takeover;
• preserve consent, opt-out, and carrier-compliance records;
• enforce agreements and policies;
• investigate complaints, incidents, disputes, and claims; and
• comply with law, legal process, regulatory requests, and carrier requirements.

4.5 Improvement and Evaluation

• test routing and classification accuracy;
• evaluate AI output, latency, cost, and safety;
• improve prompts, rules, user experience, service coverage, and reliability;
• develop new features and service categories;
• conduct quality assurance and debugging; and
• produce aggregated, de-identified, redacted, or synthetic analytics.

5. Artificial Intelligence and Automated Processing

ProPal uses custom AI workflows and third-party model providers, including OpenAI and/or Anthropic. Relevant message content, service-request details, photographs where supported, addresses or location context, provider context, prompts, and model output may be processed to perform the requested function.

AI may interpret messages, classify needs, extract fields, summarize information, and generate responses. AI output can be incorrect. It is not professional advice, a diagnosis, estimate, quote, contract, appointment, warranty, emergency instruction, or guarantee.

Routing may also use deterministic rules based on service, address, coverage, availability, attribution, response history, quality, billing, and operational state. ProPal may review, override, reject, or reprocess automated output.

See the AI Disclosure.

6. How We Disclose Information

6.1 Independent Providers for Customer-Requested Service

We may disclose a customer’s name, mobile number, service address, request description, photographs, timing, hazards, intake summary, and related information to an eligible provider when necessary to evaluate, accept, schedule, quote, perform, or support the service requested by the customer.

We do not sell the same request through a shared lead auction. A request may be offered sequentially to different eligible providers if a provider declines, times out, is unavailable, or is not qualified.

This operational disclosure does not transfer the customer’s SMS consent and does not authorize a provider to use the number for unrelated marketing.

6.2 Communications and Infrastructure Vendors

We may use:

• Twilio for telephone numbers, SMS, MMS, webhooks, delivery, consent, opt-out, sender registration, and messaging logs;
• SendGrid for provider and operational email;
• Supabase for database, provider authentication, storage, and server or Edge Functions;
• OpenAI and/or Anthropic for AI processing;
• Google Maps Platform for address search, normalization, geocoding, distance, and coverage;
• Stripe for provider checkout, payment methods, subscriptions, invoices, and billing events; and
• hosting, deployment, monitoring, logging, backup, security, analytics, legal, accounting, insurance, and support vendors.

See the Subprocessor List.

6.3 Legal, Safety, and Enforcement

We may disclose information when we reasonably believe disclosure is necessary to:

• comply with law, subpoena, court order, regulatory process, or lawful government request;
• respond to carrier, Twilio, A2P, messaging, or fraud investigations;
• protect life, safety, rights, property, and systems;
• investigate or prevent fraud, abuse, harassment, unlawful discrimination, or security incidents;
• enforce agreements and policies;
• establish, exercise, or defend legal claims; or
• report suspected criminal conduct.

6.4 Business Transactions

Information may be disclosed or transferred in connection with a merger, financing, acquisition, reorganization, bankruptcy, sale of assets, or business succession, subject to applicable law and continued protection of mobile-consent data.

6.5 At Your Direction

We may disclose information when you direct us, authorize an introduction, request a specific provider, or otherwise consent.

7. Mobile Information and Consent

Message frequency varies based on active requests and interactions. Message and data rates may apply. Consent to recurring or automated messages is not a condition of purchasing provider services. Reply STOP to opt out or HELP for assistance.

No mobile information, SMS opt-in data, or messaging consent will be sold or shared with third parties or affiliates for their own marketing or promotional purposes.

We may retain opt-out and suppression information to honor choices and demonstrate compliance. Additional terms appear in the SMS Terms.

8. Legal Bases and Processing Grounds

Although ProPal currently serves the United States, processing generally occurs because:

• it is necessary to provide a customer-requested service;
• it is necessary to perform or administer a provider agreement;
• the user has provided consent;
• ProPal has legitimate interests in operating, securing, improving, and enforcing the Service;
• processing is needed to comply with law; or
• processing is needed to protect vital interests or legal rights.

9. Data Retention

We retain information only as long as reasonably necessary for the purpose collected, legal obligations, security, disputes, and operations. Retention may include:

We may delete, anonymize, isolate, or archive information when it is no longer needed. Legal holds, safety incidents, disputes, investigations, and regulatory requirements may extend retention.

10. Security

We use administrative, technical, and organizational measures designed to protect information, including:

• access controls and least-privilege practices;
• provider authentication;
• database and storage permissions;
• encryption in transit and vendor encryption controls;
• environment and secret separation;
• logs, alerts, monitoring, and audit records;
• webhook and request validation where implemented;
• backup and recovery processes;
• vendor and account controls; and
• incident investigation and response.

No security method is perfect. We cannot guarantee that unauthorized access, loss, alteration, or disclosure will never occur.

11. Your Choices

11.1 Messaging

Reply STOP to opt out. Reply START or UNSTOP to resume where supported. Reply HELP for assistance.

11.2 Correction

Tell ProPal when a name, address, service type, provider request, or other information is incorrect. Providers can update account information through the dashboard.

11.3 Cookies

Use browser controls and any available cookie preference tool. See the Cookie Policy.

11.4 Privacy Requests

Depending on state law, you may request access, correction, deletion, portability, restriction, opt-out, or appeal. See the State Privacy Notice.

Submit requests to hello@textpropal.com or text (580) 217-3213 for assistance. We may verify identity using the mobile number, email, provider account, or other reasonable method.

12. Children

ProPal is not directed to children under 13 and does not knowingly collect personal information from children under 13. A person under the age of legal majority should use ProPal only with a parent or legal guardian’s involvement.

13. Number Reassignment and Shared Devices

Notify ProPal or opt out before relinquishing a mobile number. If a number is reassigned, a new subscriber may receive messages intended for the prior user until ProPal or the carrier learns of the change.

Users of shared devices should understand that other authorized device users may view messages. Avoid sending sensitive access or property details through a device others can access.

14. United States Service and Processing Locations

ProPal currently offers the Service only within the United States. Information may be processed in the United States and in locations where contracted technology providers maintain infrastructure. If ProPal expands internationally, we will update this Policy and implement required safeguards.

15. Third-Party Links and Provider Practices

The Service may include provider websites, review pages, payment links, or other third-party resources. ProPal does not control their privacy or security practices. Review their policies before providing information.

After handoff, an independent provider may collect additional information directly. That processing is governed by the provider’s own practices and customer agreement.

16. Changes to This Policy

We may update this Policy for product, legal, vendor, security, or operational changes. The updated Policy will state a new effective date. We will provide additional notice or obtain consent when required by law.

17. Contact

EMOTION Software Development, LLC Attn: Privacy 1615 Southern Hills Dr. Ardmore, Oklahoma 73401 Email: hello@textpropal.com Customer SMS Support: (580) 217-3213 Website: https://textpropal.com

Service providers should use the support function in the ProPal Provider application dashboard.

A2P Mobile Privacy Statement: No mobile information, SMS opt-in data, or messaging consent will be shared with third parties or affiliates for their own marketing or promotional purposes. This restriction does not prevent ProPal from sharing service-request information with an eligible provider to fulfill the customer’s request or from using vendors that process communications and infrastructure on ProPal’s behalf.