Privacy Policy

1. Introduction

C&F Solutions LLC, doing business as Pyllar (“Pyllar,” “we,” “our,” or “us”), operates the Pyllar mobile apps for iOS and Android, the web app at pyllarhq.com, and the customer portal at customers.pyllarhq.com (together, the “Service”). This Privacy Policy explains what information we collect, how we use and share it, how long we keep it, and the choices you have.

Pyllar is software for field service businesses. Businesses subscribe (each one a “company”), their team members use the Service to run their work, and the company’s own customers can receive estimates, invoices, messages and portal access through it. Section 5 explains how we handle the information a company enters about its customers.

The Service is offered only to businesses in the United States and is not intended for use outside the United States. We store data in the United States.

This policy is part of our Terms of Service. By using the Service, you agree to the collection and use of information described here.

2. Information We Collect

Account Information

When a company signs up, we collect the owner’s name, email address and password, and the company’s name, industry, web address (URL slug) and time zone. When team members are invited, we collect their name, email address and role. Team members can add a phone number, a profile photo and professional credentials (for example, pesticide applicator license details). Passwords are stored only as a one-way hash. If you turn on two-factor authentication, we store the secret used to check your sign-in codes. We also record which version of the Terms of Service and Privacy Policy you accepted, and when.

Customer and Job Data

Companies enter information about their customers and their work: customer names, email addresses, phone numbers, service addresses and map locations, property outlines and measurements, notes, photos, jobs and schedules, service plans, estimates, invoices and payments, signatures, and the products applied on each job. This data is stored on our servers and used to provide the Service to that company.

Location Data

The mobile apps use your device’s location in these ways:

• Shift location sharing: While you are on shift, the app sends your device’s location to our servers about every 30 seconds or when you move more than 50 meters, including while the app is in the background. Managers and administrators in your company see it on the dispatch map. We keep only your latest location, in temporary storage that expires about 2 minutes after the last update, and we delete it as soon as your shift ends. We don’t keep a history of shift locations. Before location sharing starts, the app explains that your employer uses your location during work hours, links to your employer’s privacy policy, and asks for your permission. You control when your shift is active.
• Automatic job start: If your company turns on automatic job start, the app asks for permission to use location in the background and watches for arrival at the addresses of your upcoming jobs. This check happens on your device. When you have been at a job’s address for the time your company sets, the app sends you a “Ready to start?” notification. We receive the job start, not a record of where you have been.
• On your device: The apps use your location to show where you are on maps, give directions and sort nearby work. This location isn’t sent to us.

Weather for a job is looked up using the job’s service address, not your device’s location. Location data is never sold or used for advertising.

Photos, Files and Signatures

You can upload photos and files to jobs, customers, estimates and quality control reports, and customers can sign estimates. These are stored with the record they belong to in your company’s account.

Messages Sent to Customers

When a company emails or texts its customers through Pyllar (for example, estimates, invoices, appointment reminders, “on the way” notices, review requests and campaigns), we process the recipient’s contact details and the message. We record unsubscribe requests and STOP replies so those messages stop.

AI Assistant

A company administrator can turn on the AI assistant by connecting the company’s own Anthropic API key in Settings. When you send the assistant a message, we send Anthropic, PBC your message, the recent messages in that conversation (up to the last 10), and basic context: your name, your role, your company’s name and general guidance for your industry. Earlier replies in a conversation can include account information the assistant showed you. These requests use your company’s API key, so your company’s agreement with Anthropic governs how Anthropic handles that data. We store AI conversations in your company’s account, and authorized Pyllar staff can review them to troubleshoot and improve the assistant. We do not use your conversations to train AI models. Don’t send sensitive personal information (such as payment card numbers or government IDs) to the assistant.

Biometric and Passkey Credentials

If you enable biometric sign-in (Face ID, fingerprint) or register a passkey, the underlying cryptographic credentials are stored on your device by your operating system’s secure enclave or credential manager. Pyllar never receives your biometric data. Passkey public keys are stored on our servers only to verify your identity when you sign in.

Diagnostic Log Data

The mobile apps upload diagnostic logs to help us find and fix problems. These include event names, error messages, timestamps and device details (platform, operating system version, app version). They are designed to leave out message content and financial data, but can include limited details needed to debug an error, such as an address the app couldn’t find on the map. Pyllar staff can adjust how much detail is collected for a company. Our servers also keep their own logs of errors and events.

Crash and Error Reports

When one of our apps crashes or hits an error, it sends a report that includes the error and stack trace, the app version, your device model and operating system, the steps the app took just before the error, and your Pyllar user ID, company ID and role. Our websites, including pyllarhq.com, also send error reports when a page fails; these include the error, the page address and your browser, and our error-monitoring provider receives your IP address when the report is sent. Crash and error reports never include your customers’ details, message content or photos.

Usage Analytics

The apps record which screens you view and which features you use (for example, “created a job”), along with the app version, your device type and operating system, and your Pyllar user ID, company ID, role and industry. Usage analytics never include names, email addresses, phone numbers, addresses or anything you type. They are stored by Pyllar itself, not by a third party, and on the web they use no cookies.

Usage and Request Data

For each request to our servers, we record your IP address, your browser or app and operating system (user agent), the part of the Service used, the result, the time taken, and the request and response content with passwords, sign-in tokens and other secrets removed. We use this for security, debugging and support.

Payment Information

Subscription billing is handled by Stripe. You enter card details on Stripe’s checkout and billing pages, and we receive the status of your subscription, not your full card number. If your company collects payments online, your customers’ payments are processed through Stripe Connect. We do not store full payment card numbers.

Contact and Support

If you contact us through our website form, by email or through in-app support, we collect your name, email address and anything you include in the message.

Information From Other Sources

We receive subscription and payment status from Stripe. When someone signs up, we ask Stripe whether that email address has had a Pyllar subscription before, so we can apply our one-free-trial rule. If your company connects QuickBooks, we receive the customer and invoice data it syncs. Your company’s administrators can add or change information about you, such as your role.

3. How We Use Your Information

• To provide, operate and maintain the Service
• To create and secure accounts, verify email addresses and sign you in
• To process subscription payments and apply our free trial rules
• To process the payments companies collect from their customers
• To send emails, text messages and push notifications, including messages companies send to their customers
• To show team members’ locations to their managers during shifts, and to support automatic job start when a company turns it on
• To provide maps, address lookup, weather, search and measurement tools
• To run the AI assistant when a company has turned it on
• To respond to support requests
• To understand, in aggregate, how the Service is used (for example, the number of companies, jobs and support tickets) so we can run and improve it
• To create de-identified, aggregated statistics, such as industry trends and benchmarks, which we may show to other users of the Service or publish. We combine data from enough companies that no single person, company or customer can be identified, we keep it in de-identified form and we don’t try to re-identify it.
• To find and fix crashes and errors
• To see which features are used so we can improve them
• To detect, prevent and fix security issues, fraud and technical problems
• To tell you about changes to our terms and this policy, and to record your acceptance
• To comply with the law and enforce our Terms of Service

We do not sell personal information, we do not share it for cross-context behavioral advertising, and we do not show ads. We do not share mobile phone numbers with third parties or affiliates for their marketing or promotional purposes. Text-message opt-in data and consent are never shared with third parties, other than the provider that delivers the messages (Section 4).

4. Who We Share Information With

We use the service providers below to run the Service. Each receives only what it needs for the job described.

• DigitalOcean — hosts the servers that run our application, database, temporary cache and search index. All Service data is stored here. Our search index (Typesense) runs on these servers; it is not a separate third party.
• Cloudflare (R2) — stores uploaded files such as photos, documents and generated PDFs.
• Stripe — subscription billing, including the company name, owner’s email and payment details you give Stripe, and our check for a previous subscription at signup. Where a company collects payments online, Stripe Connect processes its customers’ payments, including the payer’s email and the invoice amount.
• Resend — sends email. Receives recipients’ email addresses and the content of each email.
• Twilio — sends text messages and receives replies such as STOP. Receives recipients’ phone numbers and the content of each message.
• Apple (Apple Push Notification service) and Google (Firebase Cloud Messaging) — deliver push notifications to iOS and Android devices. Receive a device token and the notification content.
• Anthropic, PBC — runs the AI assistant when your company has connected its Anthropic API key (see Section 2).
• Address lookup — the U.S. Census Bureau geocoder, and OpenStreetMap’s Nominatim service when the Census Bureau finds no match, receive service addresses to place them on the map. On your device, Apple Maps (iOS) and Android’s built-in geocoder (Google) may also look up addresses you enter.
• Weather — Tomorrow.io or OpenWeatherMap (current conditions and forecasts) and Open-Meteo (past dates) receive the map coordinates of the job’s address.
• Aerial imagery — the U.S. Geological Survey’s National Map receives the map area of a property when the Service suggests measurements.
• Map images — when you open a map, your browser or device loads map images directly from Esri (satellite imagery), OpenFreeMap (street maps) or, on iOS, Apple Maps; the Android app also loads map text fonts from MapLibre. These providers receive your IP address and the area being viewed.
• Sentry — error and crash monitoring for our servers, websites, web apps and mobile apps. Receives the crash and error reports described in Section 2.
• Intuit QuickBooks (optional) — if your company connects QuickBooks, the customer and invoice data it chooses to sync is sent to Intuit. A company can disconnect at any time in Settings.

We also share information:

• Within your company — team members can see company data according to the roles and permissions the company sets.
• With a company’s customers — the estimates, invoices, messages and portal information the company chooses to send them.
• With authorities — when required by law, subpoena or similar legal process, or to protect the rights, safety or property of Pyllar, our users or others.
• In a business transfer — in connection with a merger, acquisition, financing, sale of assets, bankruptcy or similar transaction, including the due diligence before one, provided the receiving party agrees to protect the information as this Privacy Policy describes.
• With your consent — for any other purpose you agree to.

5. Information Companies Enter About Their Customers

When a company enters information about its own customers (names, addresses, phone numbers, email addresses, property outlines, photos, signatures, payment details and similar), the company decides what to collect and how to use it. For that information, Pyllar acts as the company’s service provider: we process it only to provide the Service to that company, as our Terms of Service describe, and we never sell it. The company is responsible for giving its customers any notice and getting any consent the law requires.

If you are a customer of a business that uses Pyllar, please contact that business with questions or requests about your information. If you contact us, we will refer your request to the business and help it respond.

Customers can view their appointments, estimates and invoices in the customer portal (customers.pyllarhq.com) or through links the business sends. Campaign and review-request emails include an unsubscribe link that works in one click, and you can reply STOP to any text message to stop texts from that business.

6. Pyllar Staff Access

Authorized Pyllar staff use an internal admin tool to view company accounts, including team members, jobs, customers, estimates, photos and AI conversations, so they can provide support, investigate problems, handle billing and keep the Service secure. Access is limited to staff who need it for those purposes, and changes staff make to an account (such as plan changes or suspensions) are recorded. Staff cannot sign in to the Service as you.

7. Data Retention

We keep your company’s data for as long as its account is open, except as described below.

• Deleting your personal account: You can delete your own account at any time in the app or on the web. Your email address, phone number, profile photo, password, sessions and passkeys are removed from your account right away. Your name and professional credentials (for example, pesticide applicator licenses) stay on the company’s job records, which belong to the company and may be needed for regulatory compliance. See our Account Deletion page for details.
• Closing a company: When an owner closes a company, billing stops and everyone is signed out. We keep the company’s data for 30 days so that support can restore it on request. After 30 days, the company and its data are permanently deleted.
• Ended subscriptions: If a subscription ends because of failed payments or cancellation, the company is suspended and its data stays in place so an owner or administrator can renew and pick up where they left off. To have it deleted, the owner can close the company or contact us.
• Deleted jobs: Deleted jobs disappear from view right away. Their photos are deleted from storage 2 years after the job was deleted; the rest of the job record stays with the company’s data.
• Shift locations: about 2 minutes after the last update, and deleted when the shift ends.
• Mobile diagnostic logs: 90 days.
• Crash and error reports: up to 90 days.
• Usage analytics: 14 months. Deleting your personal account also deletes your usage analytics; your crash and error reports expire within 90 days.
• Request logs and server logs: 30 days.
• Feedback on measurement suggestions: 12 months.
• Customer portal sign-in links: deleted once used or expired.
• AI conversations and account activity history: kept with the company’s data until the company is deleted.
• Free trial history: To limit each person to one free trial, we keep a one-way hash of the owner’s email address (a scrambled value that can’t be turned back into the address), the date the trial started and the company it started for, even after the account or company is deleted.
• Billing records: Records of subscription payments are kept in Stripe for as long as tax and accounting laws require (generally up to 7 years), even after a company is deleted.

We may keep information longer when the law requires it, to resolve disputes, or to prevent fraud and abuse of the Service.

8. Security

We protect your data with encryption in transit (TLS), one-way hashing of passwords, role-based access within each company, and limited staff access. Files stored with Cloudflare R2 are encrypted at rest by Cloudflare. Passkeys use standard WebAuthn cryptography, and biometric data never leaves your device. You can also turn on two-factor authentication. No method of transmission or storage is 100% secure, so we encourage you to use a strong, unique password or a passkey.

9. Children’s Privacy

The Service is not directed to individuals under the age of 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected such information, please contact us and we will delete it promptly.

10. Your Choices

• Profile: You can view and update your name, phone number, photo and credentials in Settings.
• Deletion: You can delete your personal account in the app at any time, without contacting support. See our Account Deletion page.
• Location: You can end your shift, or turn off location permission for Pyllar in your device settings, at any time. Some features, such as shift location sharing and automatic job start, won’t work without it.
• Notifications: You can choose which notifications you receive in Settings and in your device settings.
• Usage analytics: Turn off “Share usage analytics” in Settings. This setting doesn’t cover crash and error reports, which contain no usage data and are how we find and fix problems.
• Messages from businesses: Use the unsubscribe link in an email or reply STOP to a text.

For any other request about your information, email privacy@pyllarhq.com.

11. U.S. State Privacy Rights

Residents of California and other states with similar privacy laws have the rights described in this section. Where we handle information as a company’s service provider (Section 5), or where you use Pyllar as a member of a company’s team, we may refer your request to that company, which controls much of that information.

Information we collect and why

In the past 12 months we have collected these categories of personal information, from you, your company, your devices, Stripe and connected services such as QuickBooks:

• Identifiers — name, email address, phone number, IP address, device identifiers and account IDs
• Customer records — addresses, phone numbers and limited payment information handled by Stripe
• Commercial information — subscription plan and billing history, and the estimates, invoices and payments a company records
• Internet or other electronic network activity — request logs, diagnostic logs, crash and error reports, usage analytics, and browser and device details. We don’t sell or share them for cross-context behavioral advertising.
• Geolocation data — precise location while on shift, and approximate location from IP addresses
• Audio, electronic or visual information — photos and signatures
• Professional or employment-related information — role, professional licenses, shift times and job assignments
• Sensitive personal information — precise geolocation (shift location sharing and automatic job start) and account sign-in credentials

We use these categories for the purposes in Section 3, disclose them for business purposes to the categories of recipients in Section 4 (service providers, your company and its team members, and authorities when required by law), and keep them as described in Section 7.

No sale or sharing

We do not sell personal information and do not share it for cross-context behavioral advertising, and we have not done so in the past 12 months. We have no actual knowledge of selling or sharing personal information of anyone under 16.

Sensitive personal information

We use sensitive personal information only to provide the Service you and your company request (such as shift location sharing, automatic job start and signing you in) and to keep it secure. We do not use it to infer characteristics about you. Because these are uses the law permits, no separate opt-out is needed, but you can ask us to limit its use, and you can stop location use at any time by ending your shift or turning off location permission.

Automated decisions and profiling

We do not make decisions that have legal or similarly significant effects on you based solely on automated processing, and we do not profile you to make such decisions. Suggestions the Service makes, such as which technician to assign or a property’s measurements, are for your company to accept or change.

Your rights

• Know and access: Ask what personal information we have collected about you, the sources, why we collected it and who we disclosed it to, and get a copy in a portable format.
• Delete: Ask us to delete personal information we collected from you, subject to legal exceptions.
• Correct: Ask us to correct inaccurate personal information.
• Limit: Ask us to limit the use of your sensitive personal information.
• Opt out: Opt out of the sale or sharing of personal information. We don’t sell or share it, so there is nothing to opt out of, but we honor these requests and Global Privacy Control signals.
• Non-discrimination: We won’t deny you service, charge you a different price or give you a different level of service because you exercised these rights.

How to make a request

Email privacy@pyllarhq.com or write to us at the address in Section 14. To protect your information, we will verify your identity, usually by confirming details we already hold, such as access to the email address on your account. We respond within 45 days and will tell you if we need up to 45 more days.

Authorized agents: You can have an authorized agent make a request for you. We will ask the agent for proof of your signed permission, and we may ask you to verify your identity directly.

Appeals: If we decline your request, you can appeal by replying to our decision or emailing privacy@pyllarhq.com with “Appeal” in the subject. We will respond to appeals within the time your state’s law requires and explain our decision. If we deny your appeal, you can file a complaint with your state attorney general (in California, the California Privacy Protection Agency).

12. Cookies and Similar Technologies

The web app and customer portal use these cookies, which are needed to sign you in:

• af_token — keeps you signed in to the web app; lasts 15 minutes and is renewed automatically.
• af_refresh — renews your web app sign-in; lasts up to 30 days.
• af_user — basic details the web app displays, such as your name, role and company name; lasts up to 30 days.
• portal_token — signs Pyllar staff in to our internal admin tool; lasts 12 hours.
• cp_token_<company> — keeps a customer signed in to a company’s customer portal; lasts up to 30 days.

The web app also saves preferences in your browser’s local storage, such as your theme, which menu sections are open, field toolbox favorites and recent items, and schedule view settings. The online invoice payment page loads Stripe’s payment form, and Stripe may set its own cookies there to prevent fraud; Stripe’s privacy policy applies to them.

We measure how the web app is used without cookies. The mobile apps include crash reporting and usage analytics, as described in Section 2. We use no advertising cookies or advertising tools, and we don’t track you across other companies’ apps or websites, so we don’t respond differently to Do Not Track signals. If you block cookies, you won’t be able to sign in to the web app.

13. Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will notify account owners by email or in the app, update the “Last updated” date, and may ask you to review and accept the updated terms before you continue using the Service. Changes take effect on the date shown at the top of this page.

14. Contact Us

If you have questions about this Privacy Policy or want to make a privacy request, contact us at:

C&F Solutions LLC (Pyllar)
Attn: Privacy
105 Cox Lane
Brunswick, GA 31520
Email: privacy@pyllarhq.com