Privacy Policy

Hana Hou Home (“we,” “us,” or “our”) is committed to protecting your personal information. This Privacy Policy explains what information we collect, how we use it, and your rights under California law, including the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA).

1. Information We Collect

We collect the following types of information:

Information you provide directly:

• Name, address, phone number, and email address when you submit a contact or service request form, or when you speak with us by phone
• Details about your service needs or home
• Information you provide during a phone call with us, including calls answered or placed by our AI receptionist or automated calling systems (see Section 3)

Information collected automatically:

• IP address and browser type
• Pages visited, time spent on site, and referring URL
• Cookies and similar tracking technologies (see Section 5)

Information collected through phone calls:

• Call recordings and/or transcripts of inbound calls to us and outbound calls we place to you, including calls handled by our AI receptionist or automated/AI-assisted calling systems, where permitted by law

We do not collect payment information through our website. Payment is handled at the time of service.

2. How We Use Your Information

We use the information we collect to:

• Respond to your inquiries and schedule, confirm, or reschedule service appointments, including through our AI receptionist and automated scheduling systems
• Communicate with you about your service, including confirmations, technician arrival updates, and follow-ups, which may be sent by phone (including automated or AI-assisted calls), text message, or email
• Improve our website, phone systems, and customer service, including by reviewing call recordings and transcripts
• Train and improve our AI receptionist and call-handling systems so we can better answer questions and route calls
• Comply with applicable laws and regulations

We do not sell your personal information to third parties.

3. AI Receptionist, Automated & AI-Assisted Calling

Hana Hou Home uses an AI-powered receptionist to help answer incoming calls, and may use automated or AI-assisted systems to place outbound calls, such as appointment reminders, confirmations, and service follow-ups.

• When you call us, or receive a call from us, your call may be answered or placed by an AI voice system rather than, or in addition to, a live team member.
• Calls may be recorded and/or transcribed for quality assurance, scheduling accuracy, training, and to improve our AI and customer service systems. By calling us or accepting a call from us, you consent to such recording and transcription to the extent permitted by law.
• If you would prefer to speak with a live team member instead of our AI receptionist, you may request this during the call, or reach us using the contact information in Section 11 (Contact Us).
• Information gathered through AI-assisted calls, such as your name, phone number, address, and service details, is used and protected in the same way as information collected through our website, as described throughout this Privacy Policy.

4. How We Share Your Information

We may share your information with:

• Service providers who assist us in operating our website, phone systems, and business, such as our website host, Google Analytics, our AI receptionist and call-handling platform, and scheduling or customer-relationship software — all of whom are contractually obligated to protect your data and use it only to provide services to us
• Law enforcement or government agencies, if required by law or to protect our legal rights

We do not sell your personal information, and we do not share it with advertisers or marketing partners for cross-context behavioral advertising.

5. Cookies

Our website uses cookies — small text files stored on your device — to understand how visitors use our site. We use:

• Google Analytics cookies to track aggregate website traffic and usage patterns

You can disable cookies in your browser settings. Note that disabling cookies may affect certain website functionality. Our website does not currently respond to browser “Do Not Track” signals, as no common industry standard for such signals has been adopted.

6. Your California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have the following rights:

• The right to know what personal information we collect, use, disclose, or sell
• The right to correct inaccurate personal information we maintain about you
• The right to request deletion of your personal information (subject to certain exceptions)
• The right to opt out of the sale or sharing of your 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 (not applicable — we do not collect sensitive personal information as defined by the CCPA)
• The right not to be discriminated against for exercising your privacy rights

To exercise any of these rights, visit hanahouhome.com/contact/, call us at (949) 876-5022, or email info@hanahouhome.com. We will respond to verified requests within 45 days as required by law.

7. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes described in this policy, unless a longer retention period is required by law. Contact form submissions are retained for up to 2 years and then deleted. Call recordings and transcripts are retained for up to 1 year for quality assurance and training purposes and then deleted, unless a longer period is required by law or necessary to resolve an active dispute.

8. Data Security

We take reasonable technical and organizational measures to protect your personal information from unauthorized access, disclosure, or loss. However, no method of transmission over the internet, and no method of electronic storage, is 100% secure, and we cannot guarantee absolute security.

9. Children’s Privacy

Our website, AI receptionist, and outbound calling systems are not directed to, and should not be used by, children under the age of 13. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us and we will promptly delete it.

10. Changes to This Policy

We may update this Privacy Policy from time to time, including to reflect changes in our use of AI-assisted communication systems. Changes will be posted on this page with an updated date. We encourage you to review this policy periodically.

11. Contact Us

If you have questions or concerns about this Privacy Policy or your personal information, please contact us:

Call us at (949) 876-5022, email info@hanahouhome.com, or visit our Contact page to get in touch.

SMS Messaging Terms & Privacy

By providing your mobile phone number and opting in to receive text messages from Hana Hou Home, you consent to receive SMS communications related to our services, including appointment reminders, service updates, project communications, customer support messages, and occasional promotional offers.

SMS Consent

By submitting your phone number through our website forms, scheduling requests, contact forms, or other communication channels, you expressly consent to receive text messages from Hana Hou Home. Consent is not a condition of purchase.

Message Frequency

Message frequency may vary depending on your interactions with Hana Hou Home, scheduled services, and account activity.

Message and Data Rates

Message and data rates may apply based on your mobile carrier’s plan. Please contact your wireless provider for details regarding your messaging and data charges.

Opt-Out Instructions

You may opt out of receiving SMS messages at any time by replying STOP to any message. After opting out, you will no longer receive SMS communications from us except as required to complete an active service request.

Help Instructions

For assistance, reply HELP to any message or contact us directly through our website at hanahouhome.com.

Mobile Information Privacy

We respect your privacy. Mobile phone numbers and SMS consent information will not be shared, sold, rented, or disclosed to third parties or affiliates for marketing or promotional purposes. Information may be shared only with service providers necessary to facilitate SMS delivery and business operations.

Carrier Liability Disclaimer

Messaging delivery and timing are subject to effective transmission by your mobile carrier and device compatibility. Hana Hou Home and wireless carriers are not liable for delayed, misdirected, undelivered, or failed SMS/MMS messages. Carriers are not responsible for any delays or failures in message delivery.

Age Restriction

By opting in to receive SMS messages from Hana Hou Home, you represent and warrant that you are at least 18 years of age. Individuals under 18 years of age are not permitted to enroll in our SMS messaging program.

Data Collection and Use

When you opt into SMS communications, we may collect your name, phone number, message history, and communication preferences. This information is used solely for customer service, appointment scheduling, service notifications, and related business communications.

Data Security

We implement reasonable administrative, technical, and physical safeguards designed to protect your personal information from unauthorized access, disclosure, alteration, or destruction.