TotalHome Privacy Policy

Version 1, published October 17, 2026. Effective date: not set yet.

Draft for attorney review. Highlighted text in brackets is still open and is not final.

Draft v0.2, October 17, 2026 (updated from the July 21 draft to match the platform as built). Effective date: [EFFECTIVE DATE]. Applies to the TotalHome websites, the TotalHome mobile apps and the AI Concierge.

In plain English: we collect what we need to take care of your home: who you are, details about the house, photos, your messages to our AI Concierge (which we and your Builder can read, and which help us improve our AI), and your visit and billing history. Your card details are handled by our payment processor, not stored by us. We share your information with the Builder and Technicians who service your home, with trade Vendors only what a job needs, and with service providers who help run TotalHome. We do not sell your personal information, show ads, or track you across other apps or websites.

1. Who we are

TotalHome Inc. ("TotalHome," "we," "us") runs a home maintenance platform: websites, mobile apps and an AI Concierge that help Homeowners care for their homes, and help Builder Partners and trade Vendors serve them (together, the "Platform"). This Privacy Policy explains what we collect, how we use and share it, and your choices. It applies to Homeowners, people who sign up but don't subscribe, Builder Partners and their team members, and Vendors.

2. Information we collect

2.1 Information you give us

Account and contact details: name, email, phone number, home address, preferred way to be contacted (email, call or text). For business users: company name, business address, website, license number and team members' names and emails.
Home details: facts about your home and its systems (for example, square footage, roof, heating and cooling, water heater make, model and age), and corrections you make to them.
Photos: pictures of your home's systems and equipment, maintenance photos, and photos you send the AI Concierge.
AI Concierge messages: the questions and photos you send, and the answers you receive.
How we get in: your chosen access method (door code, lockbox, key held by your Builder, or someone home) and whether we may service your home while you are away. Door and lockbox codes are stored encrypted in a separate secure vault and are not visible to TotalHome staff in normal operation.
Requests and approvals: plans and prices you approve, extra jobs you request, requests to change a visit, questions about a charge, project requests, and messages to support.
Payment details: your card is entered directly with our payment processor. We receive and keep only the card brand, last four digits, expiration date and billing ZIP code. Builders and Vendors give their bank and identity details to the payment processor to receive payouts.

2.2 Information created when we serve your home

Visit and work history: scheduled visits, the date and morning or afternoon window you were told, tasks completed or moved, notes and photos from Technicians, and the record that you were emailed.
Missed-visit records: when a Technician can't get in, the arrival time, a record that they called or texted you, and an optional photo of the front door. These are kept as proof in private storage.
Billing records: subscription, invoices, payments, refunds and disputes.

2.3 Information from other sources

Public property records: when you add an address, we get details about the property from a public-records data provider, such as building facts, sale history, estimated value, and owner and mortgage information that is part of the public record.
Aerial and street images: imagery of your property from aerial-imagery and mapping providers, used to estimate things like roof and gutter size.
Your Builder: if a Builder Partner adds your home, they give us your name, contact details and home address.

2.4 Information collected automatically

Sign-in and security: cookies or similar storage that keep you signed in, plus basic technical details such as IP address, browser and device type, and the time you accepted an agreement.
Service logs: our hosting providers keep standard logs (for example, errors and request times) to keep the Platform working and secure.
What we don't collect: we don't use advertising cookies, ad networks or cross-app tracking, and our mobile app does not collect your location. [CONFIRM before publishing: no analytics tool has been added since October 17, 2026.]

2.5 Mobile app permissions

Our app asks for camera and photo library access only so you can take or choose photos of your home. You can turn these off in your phone's settings. The app does not access your location, contacts or microphone.

3. How we use information

To create your account and build your home's profile (its "Digital Twin").
To create your maintenance plan and price, schedule visits, and tell you when we're coming.
To answer your questions through the AI Concierge and analyze photos you send.
To bill you, pay Builders and Vendors, handle refunds and disputes, and prevent fraud.
To send you account, visit, billing and security messages, and (if you haven't opted out) occasional updates about TotalHome.
To keep the Platform safe, fix problems, and improve our services, including learning from AI Concierge conversations and using information that no longer identifies you.
To follow the law and enforce our agreements.

AI processing. Messages and photos you send to the AI Concierge, along with relevant details about your home, are sent to our AI service provider to generate a response. [CONFIRM against our AI provider's current terms: the provider does not use this data to train its own models.]

How TotalHome learns from AI Concierge conversations. TotalHome keeps your AI Concierge conversations and photos and reviews and analyzes them to improve its services, including to train and improve TotalHome's own AI tools, maintenance plans and recommendations. Where possible, we remove details that identify you before using conversations this way. We never sell your conversations.

4. How we share information

We do not sell your personal information, and we do not share it for targeted advertising. We share it only as follows:

Your Builder Partner and its team. If your home is served by a Builder, that Builder's administrators and sales staff can see your account, home details, plan, visit history and billing status. Your assigned Technician can see your name, phone number, preferred contact method, home details and the tasks for your visits, and in the future, your door or lockbox code for a limited time around a visit, with every view logged. That Builder's administrators and sales staff can also read your AI Concierge conversations, so they can understand your home's needs and follow up with you.
When you connect with a Builder. If you started on your own and later accept a Builder's connection request, that Builder can then see your home details and work history.
Trade Vendors. When your Builder asks a Vendor to quote a job, the Vendor sees the job details, your home's address, and relevant facts about the home and its systems. Vendors don't receive your name, email or phone unless they need them to do work you approved.
Service providers. Companies that help us run the Platform, under contracts that limit their use of your information to providing their service to us: cloud hosting and database, payment processing, AI services, property-record and imagery data providers, mapping, and email delivery.
Legal and safety. When the law requires it, or to protect the rights, property or safety of TotalHome, our users or others.
Business changes. If TotalHome is part of a merger, acquisition, financing or sale of assets, information may transfer as part of that deal, under this Policy's protections.
With your permission, in any other case.

5. How long we keep information

Account and home information: while your account is open, then deleted or made anonymous within a reasonable time after you close it, except as below.
Visit, work and billing records: for the life of the relationship plus at least 7 years, for tax, accounting, warranty and dispute purposes.
Accepted agreements: the version you accepted, when, and from what IP address and device, kept as proof of the agreement.
Public property data: refreshed from the provider and kept no longer than our data license allows (currently up to 90 days per lookup).
Encrypted access codes: until you change or remove them, or close your account.

6. Your choices and rights

See and fix your information. Most of it is in the app and you can correct it there. A correction you make always takes priority over data from public records.
Get a copy or delete your account. Use Account Settings in the app, or email legal@totalhomecorp.com. We'll confirm the request comes from you. Some records must be kept as described in Section 5. Deleting your account also starts ending any active subscription under its agreement.
Marketing. Use the unsubscribe link in any marketing email. You'll still get account and visit messages.
Camera and photos. Turn off app permissions in your phone's settings at any time.
State privacy rights. Depending on where you live (for example, California, Colorado, Connecticut, Virginia, Oregon, Texas and other states), you may have the right to know what we collect, get a copy, correct it, delete it, and opt out of its sale, targeted advertising or certain profiling. We don't sell or share personal information for advertising or profiling. To use any of these rights, contact legal@totalhomecorp.com. You may use an authorized agent, and you can appeal a decision by replying to our response. We won't treat you differently for using your rights.

7. Security

We protect information with encryption in transit, private storage for photos, a separate encrypted vault for door and lockbox codes, role-based access so each person sees only what their job needs, and logs of administrative access. No system is perfectly secure, so we can't guarantee absolute security. If a breach affects your personal information, we'll notify you as the law requires.

8. Children

The Platform is for adults. We don't knowingly collect personal information from anyone under 13 (or under 16 where the law requires). If you believe a child gave us information, contact us and we'll delete it.

9. Where information is stored

We are based in the United States and store information in the United States. The Platform is intended for homes in the United States.

10. Changes to this Policy

We'll post any update here with a new date. For material changes, we'll tell you by email or in the app before they take effect.

11. Contact us

TotalHome Inc.

20912 NE 117th Street, Redmond, WA 98053

legal@totalhomecorp.com