Privacy Policy

The short version

• We don't sell personal information.
• This website uses no cookies, analytics or ad trackers.
• No mobile information is shared with third parties or affiliates for marketing or promotional purposes.
• Texts: message frequency varies. Message and data rates may apply. Reply STOP to cancel.
• Voicemail recordings are deleted after they're transcribed.
• To see or delete your information, email hello@islandreply.com.

1. Who we are

Island Reply (“Island Reply,” “we,” “us”) is based on Oʻahu, Hawaiʻi. We set up and run missed-call text back, job tickets and follow-up messages for HVAC, plumbing and mechanical contractors.

This policy covers personal information we handle when you:

• visit our website, islandreply.com;
• email us, ask for a demo, or take part in our own text messaging program (“Island Reply texts”); or
• call or text a contractor that uses Island Reply.

2. Our two roles

When we run our own business

For our website, our email, our own text messaging program and our relationships with contractor clients, we decide how personal information is used. This policy applies directly.

When we handle calls and texts for a contractor

When we answer missed calls, transcribe voicemails, send texts and prepare job tickets for a contractor, we act as that contractor's service provider. We process their customers' information on the contractor's behalf, following the contractor's instructions and our contract with them, and only to provide our service to that contractor. We don't use it for our own marketing.

The contractor's own privacy practices also apply. If you're a customer of a contractor, you can contact the contractor or us with questions or requests.

3. What we collect

On this website

We don't use cookies, analytics, advertising or tracking scripts. When your browser requests a page, our hosting provider receives basic technical information, such as your IP address, browser type and the page requested, and uses it to deliver and protect the site.

This site loads its typeface from Google Fonts, so your browser also connects to Google, which receives your IP address. Google's Privacy Policy applies to that connection.

When you email us

Your name, email address, business name and anything you include in your message.

When you call or text a number we run

This applies to our own numbers and to calls and texts we handle for a contractor:

• your name, if you give it or caller ID shows it;
• your phone number;
• the date, time and status of calls and texts;
• the content of text messages you send and receive;
• voicemail recordings and their transcripts;
• job details you share, such as the problem, the service address, how urgent it is and good times to reach you; and
• your consent and opt-out choices, including when and how you made them.

From contractors who use Island Reply

Business name and contact details; the phone and carrier details needed to set up call forwarding and register business texting; the phone number where the owner gets alerts; approved message templates; and the job and estimate details a contractor gives us for follow-up, such as a customer's name and contact details and, if they agreed to texts, a record of that consent: when and how it was given, and a copy of the signed consent when we ask for it.

4. How we use it

• To answer calls, send the text a caller asked for, and reply to messages.
• To turn voicemails and text replies into job tickets, and to alert the contractor, right away for emergencies.
• To send follow-up texts for a contractor, only with the person's prior written consent to those follow-ups, such as replying YES to a text that explains them, or a signed consent on an estimate. Calling or texting a business first lets it reply to you. It doesn't sign you up for reminders. Without that consent, follow-up is by email or a call list for the contractor.
• To prepare weekly reports for contractors (calls caught, jobs booked, and what those jobs were worth).
• To register business texting with phone carriers.
• To answer demo requests and support questions.
• To keep records of consent and opt-outs, honor quiet hours, and make sure people who opted out don't get texts.
• To keep the service secure, prevent abuse and fraud, and meet legal obligations.

We don't sell personal information, and we don't use it for advertising.

5. AI processing

We use AI tools to transcribe voicemails and to read transcripts and text replies, so we can fill in a job ticket (the issue, the address and how urgent it is) and spot emergencies. Some of these tools are run by third-party providers under contract. They process the information only to perform these tasks for us, under contracts that limit how they may use it.

AI is used to sort and summarize. It doesn't write free-form messages to customers. The texts customers receive come from fixed templates the contractor has approved, and the contractor reviews each ticket and decides what happens next.

Voicemail recordings are deleted from our systems and our phone provider's systems after transcription. The transcript is kept as part of the job record.

6. Text messages and mobile information

We send texts only under the rules in our SMS Terms: people opt in first, no texts go out before 8 am or after 8 pm Hawaiʻi time, and STOP and HELP requests are handled right away. Message frequency varies: usually a reply and a few messages about a request, plus up to 3 reminders if you said YES to them. Message and data rates may apply. Reply HELP for help or STOP to cancel.

In plain words: we never give or sell your phone number or your texting consent to anyone for their marketing. We only share what's needed with the companies that help us deliver the service, such as our phone and texting provider.

When we text for a contractor, that contractor is the sender and the business you gave consent to. Your messages and consent records are kept for that contractor's own texting program. They aren't shared with anyone else for marketing.

7. Who we share it with

• The contractor you contacted. They get the job details and have access to the transcript and messages, so they can do the job.
• Service providers that help us run Island Reply, such as phone and texting providers, AI providers, hosting and data storage, and email. They get only what they need to do their part, under contract, and may not use it for their own purposes.
• When the law requires it, for example in response to a valid legal order, or when needed to protect someone's safety.

We don't sell or rent personal information, and we don't share it for targeted advertising.

8. How long we keep it

• Voicemail recordings: deleted from our systems and our phone provider's after transcription.
• Job tickets, transcripts and messages handled for a contractor: kept while the contractor uses Island Reply, so they have their job history. After the service ends, we delete them or return them to the contractor, unless the law requires us to keep them longer.
• Consent and opt-out records: kept as long as needed to honor your choice and show that consent was given. If you opt out, we keep your number on a do-not-text list so you don't get texts again.
• Emails and business records: kept as long as needed to answer you and run our business, and as the law requires.
• Website request logs: held by our hosting provider under its own retention schedule.

9. Security

We use reasonable safeguards for the kind of information we handle, such as encrypted connections, access limited to people who need it, and service providers that protect the data they process for us. No method is perfectly secure, so we can't promise absolute security. If a breach affects your information, we'll notify you or the contractor as the law requires.

10. Your choices and requests

• Stop texts: reply STOP to any text, or tell us. See the SMS Terms.
• Stop follow-up emails: reply STOP to any follow-up email, or email us. We stop right away, and always within 10 business days. Each follow-up email names the contractor and includes its postal address.
• See, correct or delete your information: email hello@islandreply.com with “Privacy request” in the subject and the phone number or email address involved. We'll confirm the request comes from you before acting on it.
• If we handled your call or text for a contractor: we may pass your request to that contractor or act on their instructions, since we keep those records for them.

We may keep some information when the law requires it, or to honor an opt-out. We won't treat you differently for making a request.

11. Children

Island Reply is a service for businesses and their adult customers. It isn't directed to children under 13, and we don't knowingly collect personal information from them. If you think a child has given us information, email us and we'll delete it.

12. Changes to this policy

When our practices change, we'll update this page and the “Last updated” date at the top. If a change is significant, we'll also tell contractors who use Island Reply by email before it takes effect.

13. Contact us

Questions or requests about privacy: