Privacy Policy

Last updated: May 11, 2026

This Privacy Policy describes how BW Rochelle Appliance Sales & Repair ("BW Appliances," "we," "us," or "our") collects, uses, and protects information submitted through our service request form at dispatchpro-k3qk.polsia.app/appliance and our staff quick-entry form at /quick.

1. Information We Collect

When you submit a service request or when our staff records your service call, we collect:

• Contact information: your name, phone number, and email address
• Service address: the street address where the appliance is located
• Appliance details: appliance type, the issue you're experiencing, and urgency level
• Communication preferences: your opt-in consent to receive text messages and phone calls regarding your service request

We do not collect payment information through our service request forms. Any payments are processed directly through separate, secure payment channels.

2. How We Use Your Information

We use the information you provide to:

• Contact you to schedule and confirm your appliance repair or service appointment
• Send appointment reminders, technician arrival notifications, and follow-up messages via phone, email, or text (SMS) — only if you have provided consent
• Route and dispatch the appropriate technician to your service address
• Maintain records of service history for warranty and repeat-service purposes
• Improve our services and respond to your questions or concerns

3. SMS / Text Message Consent

By submitting a service request and providing your phone number, you consent to receive text messages (SMS) from BW Rochelle Appliance Sales & Repair related to your service appointment, including confirmations, scheduling updates, and technician notifications.

Message frequency varies based on your service activity. Message and data rates may apply depending on your mobile carrier and plan.

To opt out: Reply STOP to any text message we send you, or contact us directly at bwappliances20@gmail.com or (815) 562-6253 to request removal from our messaging list. After opting out, you may receive one final confirmation message.

For help: Reply HELP to any text message, or contact us at bwappliances20@gmail.com.

4. Third-Party Service Providers

We share your information only with service providers who help us operate our business. These providers are contractually bound to protect your information and may not use it for their own purposes:

• GoHighLevel — our customer relationship management (CRM) platform, used to manage contacts, send appointment reminders, and coordinate SMS and email communications. GoHighLevel acts as a data processor on our behalf. See GoHighLevel's Privacy Policy.

We do not sell, rent, or trade your personal information to third parties for marketing purposes.

5. Cookies and Website Analytics

Our website uses basic server-side analytics to understand how visitors find and use our pages. This includes the pages visited, approximate geographic region (derived from IP address), and referring website. We do not use third-party advertising cookies. No personally identifiable information is stored in cookies.

IP addresses used for analytics are hashed (SHA-256) and cannot be reversed to identify you.

6. Data Retention

We retain your service request information for as long as necessary to provide our services and comply with legal obligations — typically for the life of our business relationship and up to 5 years thereafter for warranty and service history purposes. You may request deletion of your information at any time by contacting us (see Section 8).

7. Data Security

We use commercially reasonable measures to protect your information from unauthorized access, disclosure, or loss. Our service request forms are served over HTTPS (encrypted). However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

8. Your Rights

You have the right to:

• Request access to the personal information we hold about you
• Request correction of inaccurate information
• Request deletion of your information
• Opt out of SMS/text messaging at any time (reply STOP to any message)
• Opt out of email communications by contacting us directly

To exercise any of these rights, contact us at bwappliances20@gmail.com or call (815) 562-6253.

9. Children's Privacy

Our services are not directed to children under 13 years of age. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected such information, please contact us immediately.

10. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date at the top of this page. We encourage you to review this policy periodically.