Privacy policy

Who we are

Joan OS LLC ("Joan", "we") makes software that answers, follows up with and books customers for home services businesses. This policy covers joanhq.com, the Joan app, and the calls, texts and emails Joan sends.

There are two kinds of people whose information we handle: businesses that use Joan (our customers) and their staff, and the people those businesses serve (their customers and leads). For the second group we act on the business’s behalf and follow its instructions.

What we collect

• Account details: name, email, phone number, business name and address, team members, and login information.
• Business information you give Joan: services, prices, hours, booking rules, calendars and the settings you choose.
• Customer and lead information the business receives through Joan: names, phone numbers, emails, addresses, messages, call recordings, transcripts, appointments and invoices.
• Data from apps a business connects (for example Google Calendar, Google Business Profile or QuickBooks), limited to what Joan needs for the features the business turns on.
• Usage data: pages viewed, actions taken and device or browser information, used to run and improve the service.

How we use it

• To answer calls, texts and web inquiries for the business, book appointments and send the follow-ups the business has turned on.
• To show the business its leads, schedule, results and what Joan recovered.
• To send account messages, such as booking approvals, alerts and receipts.
• To keep the service secure, fix problems and improve how Joan works.

We do not sell personal information, and we do not use one business’s customer data to market to anyone.

Text messaging

If you give us your mobile number and agree to receive texts, we use it only to send the messages you signed up for. We do not sell or share mobile numbers or SMS opt-in consent with third parties or affiliates for marketing purposes.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. Opting out is honored right away for that business’s number.

Texts Joan sends for a business to that business’s customers are sent under the business’s own registration and the consent it obtained. Joan honors opt-outs in any wording, not only STOP.

Calls and AI

When Joan answers a call for a business, the caller is told they are speaking with a virtual assistant and that the call may be recorded. Recordings and transcripts are stored for the business and used to summarize the call and book the job.

Joan uses AI models to understand messages and write replies. Information sent to these providers is used only to produce Joan’s response and is not used by them to train their models under our agreements with them.

Google user data

Joan’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. We use Google Calendar, Gmail sending and Business Profile access only to provide the features the business turned on, such as checking availability, booking appointments, sending email from the business’s address and replying to reviews. We do not use Google user data for advertising, and people do not read it except with the business’s permission, for security, or as required by law.

Who we share it with

We share information only with the service providers that run Joan, under contracts that limit their use to providing their service to us:

• Hosting and database (Vercel, Supabase)
• Calls and texts (Twilio)
• Email (Resend, Google)
• AI models (Anthropic)
• Transcription (AssemblyAI)
• Accounting and calendar apps a business connects (Intuit, Google)

We may also disclose information when required by law or to protect the rights and safety of our customers, their customers or Joan.

Health information

Joan is not designed for, and does not accept, protected health information. We do not serve practices covered by HIPAA.

Keeping and deleting data

We keep a business’s data while its account is active. When a business closes its account, we delete or anonymize its data within 90 days unless the law requires us to keep it longer. A business can ask us to delete a specific customer’s data at any time.

If you are a customer of a business that uses Joan, contact that business about your information. You can also write to us and we will pass the request on and help them handle it.

Security

Data is encrypted in transit, connection tokens and tax IDs are encrypted at rest, and access is limited to the people who need it to run the service. No system is perfectly secure; we will notify affected businesses of a breach as required by law.

Children

Joan is a business tool and is not meant for anyone under 18. We do not knowingly collect information from children.

Changes and contact

If we change this policy we will update the date above and, for significant changes, tell account owners by email.

Questions or requests: support@joanhq.com · Joan OS LLC, Cary, North Carolina.