Privacy Policy

This Privacy Policy explains how PROTRA LLC, a Texas limited liability company ("PROTRA," "we," "us," or "our"), collects, uses, shares, and protects information through its websites, office web platform, technician mobile application, and customer-facing portal (together, the "Platform"). It should be read together with PROTRA's Terms of Service, B2B SaaS Subscription and Services Agreement (the "Subscription Agreement"), and Acceptable Use Policy. Capitalized terms not defined here have the meanings given in those documents.

We do not sell personal information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties.

1. Who This Policy Covers and PROTRA's Role

PROTRA provides software to contractor companies and other service businesses ("Customers" or "Subscribers") and their personnel ("Authorized Users"). Customers also use the Platform to store and communicate with their own clients ("Portal Users" or "End Customers").

For information PROTRA collects to run its own business, such as Customer account, billing, and website information, PROTRA decides how that information is used, as described in this Policy. For Customer Data, including information about a Customer's own clients, the Customer decides what is collected and why, and PROTRA processes it on the Customer's behalf as a service provider or processor under the Subscription Agreement and PROTRA's Data Processing Addendum. If you are a client of a contractor that uses PROTRA, that contractor's own privacy notice governs how it uses your information, and you should direct requests about your information to that contractor first. PROTRA will assist the contractor in responding as required by law.

2. Information We Collect

• Account and contact information: name, business name, job title or role, email address, phone number, mailing address, and login credentials.
• Billing information: subscription plan, invoices, and payment history. Payment-card and bank details are collected and stored by our payment processor, Stripe, using hosted or tokenized forms. PROTRA does not store full card numbers.
• Customer Data: information a Customer enters or generates in the Platform, such as clients' names, service addresses, phone numbers, emails, job and work-order records, estimates, invoices, equipment and inventory records, photos, notes, signatures, and documents.
• Location information: when an Authorized User of the technician application is signed in and has allowed location access on their device, the application collects device location to support dispatch, routing, arrival estimates, and job records. Location access can be turned off in the device's settings, which may limit some features.
• Communications information: text messages, emails, and call records sent through the Platform; phone numbers; opt-in and opt-out records; delivery status; and, where a Customer enables these features, call recordings, transcriptions, and AI-generated call summaries.
• Face ID, Touch ID, and fingerprint: if a user turns on sign-in with a passkey, the face or fingerprint check happens on the user's own device and never leaves it. PROTRA receives only a public key that proves the check passed. Authenticator-app secrets are stored encrypted.
• Device and usage information: device type, operating system, app version, IP address, browser type, log data, crash reports, and how the Platform is used.
• Information from third parties: information from identity, payment, accounting, and communications providers a Customer connects, such as payment status from Stripe or records synchronized from QuickBooks Online.

3. How We Use Information

We use information to: provide, operate, maintain, and support the Platform; create and secure accounts; process subscription payments and, where enabled, End-Customer Transactions; send service and transactional communications such as appointment confirmations, reminders, technician arrival notices, estimates, invoices, receipts, sign-in codes, and account notices; provide customer support; detect, prevent, and investigate fraud, abuse, security incidents, and violations of our policies; maintain backups and recover from outages; improve and develop the Platform using aggregated or de-identified information; comply with legal obligations; and enforce our agreements.

We do not use Customer Data to market to a Customer's clients, and we do not sell Customer Data.

4. Text Messages and Mobile Information

Mobile phone numbers and messaging consent are used only to deliver the messages a person has agreed to receive, to honor opt-out requests, and to keep records required by law and carrier rules. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All of the sharing categories described in this Policy exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. Sharing with service providers that deliver messages on our behalf, such as our messaging carrier, is limited to what is needed to send the messages and provide support.

You can opt out of text messages at any time by replying STOP. Reply HELP for help, or contact support@protra-us.com. Message and data rates may apply. See our SMS Terms for details.

5. How We Share Information

We share information only as described below:

• Service providers (subprocessors) that host or operate parts of the Platform for us under contracts that restrict their use of the information, currently including Amazon Web Services (hosting, storage, and email delivery), Stripe (payments and subscription billing), Telnyx (text messaging and calling), Anthropic (the Ask PROTRA assistant, only when a Customer uses it; under Anthropic’s commercial terms this data is not used to train its models), Google Maps (address lookup, maps, and routing), and the Apple App Store and Google Play Store (app distribution).
• Integrations a Customer chooses to connect, such as QuickBooks Online or a financing provider, which receive the information the Customer directs us to send.
• The Customer you work with: information a Portal User submits through a contractor's portal is shared with that contractor.
• Legal and safety reasons: when we believe in good faith that disclosure is required by law, subpoena, or court order, or is necessary to protect the rights, property, or safety of PROTRA, our Customers, or others, or to investigate fraud or violations of our policies.
• Business transfers: in connection with a merger, acquisition, financing, reorganization, or sale of assets, in which case this Policy continues to apply to the information transferred.
• With consent or at the direction of the Customer.

6. Retention

We keep account information and Customer Data for as long as the Customer's subscription is active. After termination, Customer Data remains available for export for thirty (30) days, may then be deleted from production systems, and is deleted from routine backups within the following ninety (90) days, except where retention is required by law or needed to resolve a dispute or enforce our agreements. Billing, tax, and consent records are kept as long as the law requires. De-identified or aggregated information may be kept longer.

7. Security

We use administrative, technical, and organizational safeguards designed to protect information, including encryption in transit and at rest, tenant isolation designed to keep each Customer's data separate, role-based access controls, and routine backups. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Customers are responsible for protecting their own login credentials, devices, and networks and for removing access for former personnel. If we learn of a security incident affecting personal information, we will notify affected Customers and individuals as required by applicable law.

8. Your Choices and Rights

• Account information: Authorized Users can view and update their profile in the Platform. Account owners can export and delete Customer Data using the tools provided.
• Account deletion: any user can delete their account at any time: in the PROTRA app, go to Settings, then Delete my account; in the web console, go to Settings, then Your sign-in, then Delete my account. The user confirms with their password. This deletes the user's sign-in, passkeys, and settings right away. If the user is the last owner of a company, the company's account and Customer Data (team sign-ins, clients, jobs, invoices, and photos) are deleted with it and the subscription is canceled. Backups are cleared within 30 days, and we may keep billing and tax records the law requires. You can also ask for deletion by emailing support@protra-us.com.
• Clients of contractors: contact the contractor that serves you. If you contact PROTRA, we will forward your request to that contractor.
• Location: turn off location access in your device settings.
• Marketing email: use the unsubscribe link in any marketing email from PROTRA. Service messages about your account will still be sent.
• State privacy rights: depending on where you live, you may have rights to access, correct, delete, or obtain a copy of your personal information, and to opt out of certain processing. To make a request, email support@protra-us.com. We will verify your identity before responding, and we will not discriminate against you for exercising your rights. You may appeal a decision by replying to our response.

9. Children

The Platform is a business service and is not directed to anyone under 18. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will delete it.

10. Location of Processing

PROTRA is based in the United States and the Platform is offered for use in the United States. Information is stored and processed in the United States.

11. Third-Party Sites and Services

The Platform may link to or integrate with services we do not control. Their own privacy policies govern their use of your information, and PROTRA is not responsible for their practices.

12. Changes to This Policy

We may update this Policy from time to time. We will post the updated Policy on this page with a new "last updated" date and, for material changes, notify account owners by email or in-app notice before the changes take effect.

13. Contact

PROTRA LLC
17350 State Hwy 249, Ste 220 #37524, Houston, TX 77064
Privacy and support: support@protra-us.com