1. Introduction
FieldWise HQ ("FieldWise HQ," "we," "our," or "us") provides a cloud-based field service management platform and related mobile applications (collectively, the "Services") designed for small and mid-sized service businesses — such as HVAC, plumbing, electrical, and similar trades — and their technicians.
This Privacy Policy describes the categories of information we collect, how we use it, with whom we share it, and the rights and choices available to individuals whose information we process. It applies to our websites (including fieldwisehq.com), our admin dashboard, our customer portal, and the FieldWise HQ iOS and web applications.
By using the Services, you agree to the practices described in this Privacy Policy. If you do not agree, please do not use the Services.
2. Our Role: Controller vs. Processor
FieldWise HQ plays two different roles depending on the context:
- When we provide the Services to a business customer (a "Company"), we act as a data processor. The Company is the data controller of the data it and its users (employees, technicians, customers) enter into the platform. The Company determines what data is collected and how it is used. Questions about data entered by a specific Company should be directed to that Company.
- When we collect information directly — for example, when you visit our marketing website, request a demo, subscribe to our newsletter, or sign up for an account as a Company administrator — we act as the data controller.
Technicians: The data in your technician account (jobs, customers, time entries, location, photos) is controlled by your employer, not by FieldWise HQ. To access or delete that data, please contact your employer. FieldWise HQ will assist your employer with such requests, but cannot act on them unilaterally.
3. Information We Collect
3.1 Information you provide directly
- Account information: name, email, phone number, company name, job title, password.
- Billing information: billing address, tax ID, and payment card details (processed and stored by our payment processor — we do not store full card numbers).
- Business data: customers, jobs, schedules, invoices, estimates, photos, signatures, notes, and other operational records you enter into the platform.
- Communications: messages you send to our support team or through in-app messaging.
3.2 Information collected automatically
- Usage data: pages visited, features used, clicks, session duration, referring URL.
- Device & technical data: IP address, device type, operating system, browser type and version, mobile device identifiers, crash logs.
- Location data: precise geolocation from the technician mobile app when in use (see Section 6 for details).
- Cookies and similar technologies: see Section 12.
3.3 Information from third parties
- Payment processors (Stripe): transaction confirmations and payment status.
- Integrations you authorize (e.g., QuickBooks, Google Calendar): data you explicitly permit us to access.
- Communication providers (Twilio): SMS delivery status for customer-facing notifications.
4. How We Use Information
We use information to:
- Provide, operate, and maintain the Services.
- Authenticate users and secure accounts.
- Process payments and send billing communications.
- Send transactional and operational notifications (e.g., job assignments, invoices, appointment reminders).
- Respond to support requests and communicate about the Services.
- Improve and develop the Services, including debugging, analytics, and product research.
- Detect, prevent, and investigate fraud, abuse, and security incidents.
- Comply with legal obligations and enforce our Terms of Service.
We do not sell your personal information. We do not use Company business data to train general-purpose AI models.
6. Location Data (Mobile App)
The FieldWise HQ technician mobile app collects precise location data to deliver core business features:
- Automatic arrival and departure tracking at scheduled job sites.
- Live dispatch map so the office can see technician positions during the workday.
- Accurate customer ETAs generated from real driving position.
- Travel and mileage records associated with job records.
Location is collected only while the technician is on duty — typically "While Using the App." A technician's employer may enable background ("Always") tracking for business purposes (e.g., fleet management). Technicians are informed of their employer's tracking policy at onboarding.
Technicians may revoke location permission at any time via their device settings. Doing so may impair certain app features but will not prevent sign-in or basic use.
Location data is retained according to Section 7 and may be deleted on request from the Company administrator.
7. Data Retention
We retain personal information for as long as needed to provide the Services and for legitimate business purposes, including:
- Account and business records: for the duration of the Company's subscription, plus a reasonable period thereafter (generally up to 90 days) to allow export and reactivation.
- Financial and tax records: for the period required by applicable law (typically 7 years in the United States).
- Location ping history: rolling 90 days by default, configurable by the Company.
- Audit logs: up to 12 months.
- Support communications: up to 3 years.
After the applicable retention period, we delete or irreversibly anonymize the information, unless we are legally required to retain it longer.
8. Security
We take reasonable and appropriate technical and organizational measures to protect information against unauthorized access, alteration, disclosure, or destruction, including:
- Encryption in transit using TLS 1.2 or higher.
- Encrypted storage of passwords (one-way hashing with industry-standard algorithms).
- Role-based access controls and least-privilege administration.
- Regular backups and disaster recovery procedures.
- Audit logging of administrative and sensitive actions.
No system is perfectly secure. If we become aware of a breach that affects your personal information, we will notify you and the appropriate authorities as required by law.
9. Your Rights
Depending on your jurisdiction, you may have the right to:
- Access the personal information we hold about you.
- Correct inaccurate or incomplete information.
- Delete your information, subject to legal retention obligations.
- Port your information to another service.
- Object to or restrict certain processing.
- Withdraw consent where processing is based on consent.
- Lodge a complaint with a supervisory authority.
To exercise these rights for data you entered directly (e.g., as a Company administrator or website visitor), contact us at fieldwisehq@gmail.com. For data entered by your employer into their FieldWise HQ account (e.g., as a technician or an end customer), contact the employer directly — they are the data controller.
We will respond to verified requests within the time required by applicable law (typically 30 to 45 days).
10. California Residents (CCPA/CPRA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act:
- The right to know the categories and specific pieces of personal information we collect.
- The right to delete personal information, subject to exceptions.
- The right to correct inaccurate personal information.
- The right to opt out of the sale or sharing of personal information — we do not sell or share personal information for cross-context behavioral advertising.
- The right to limit the use of sensitive personal information.
- The right to non-discrimination for exercising these rights.
To exercise these rights, email fieldwisehq@gmail.com with "California Privacy Request" in the subject line.
11. International Data Transfers
FieldWise HQ is operated from the United States. If you access the Services from outside the United States, your information will be transferred to, stored, and processed in the United States. By using the Services, you consent to this transfer. Where required, we rely on appropriate safeguards such as Standard Contractual Clauses for transfers from the European Economic Area, the United Kingdom, and Switzerland.
13. Children's Privacy
FieldWise HQ is a business tool intended for use by adults in a professional capacity. The Services are not directed to children under 16, and we do not knowingly collect personal information from children. If you believe a child has provided personal information, please contact us and we will delete it.
14. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will update the "Effective" date at the top, and — where appropriate — notify account administrators by email or through the Services. Continued use of the Services after the effective date of a revised policy constitutes acceptance of the changes.
15. Contact Us
Questions, concerns, or requests regarding this Privacy Policy or our data practices can be directed to:
FieldWise HQ — Privacy Inquiries
We respond to privacy requests within one business day.
fieldwisehq@gmail.com