Privacy Policy

Lanco Link LLC ("Lanco Link," "we," "us") sets up and runs phone, text, and follow-up systems for businesses in Lancaster County, Pennsylvania. This policy explains what information we collect, why we collect it, who else sees it, and what you can ask us to do with it.

This policy covers lancolink.com, any call, text, or email between you and us, and the free Leak Audit. If you are a customer of a business we work with (for example, you texted a plumbing company that uses a system we run), that business controls your information. The section "When we work with a client" explains how that works.

The short version

Information we gather

What you give us.

• Contact details: your name, business name, role, phone number, email, and business address.
• Business details you share for a Leak Audit or a project, such as call volume, typical job values, the software you use, and how calls and web inquiries are handled today.
• Messages you send us by phone, text, email, or web form, and our notes from conversations with you.
• Billing details: who to invoice and what has been paid. Payments run through our payment processor, and your card or bank details stay with them.
• Account access: if you give us a login to your phone service, website, or business software so we can set up a system, we use it only for that work.

What we learn when we look at your business. As part of a Leak Audit, we may call your business's public phone number, submit your public website form, and read your public listings and reviews, the same way a customer would. We record what happened, such as whether the call was answered and whether a text came back. We also collect business contact details from public sources like company websites, Google Business Profiles, and state business records, and from business contact data providers.

What our website records on its own. When you visit lancolink.com, our hosting provider keeps standard server logs: IP address, browser type, the page requested, and the time. The site's fonts load from Google Fonts, so Google also receives your IP address when a page loads. The host may also set a short-lived security cookie to tell real visitors apart from bots. These logs and cookies keep the site running and secure. We do not run advertising pixels or third-party analytics on lancolink.com. If we ever add them, we will update this policy first.

Pages that show our booking calendar or a form load it from our customer management platform, which may set cookies the calendar or form needs to work. You can block or clear cookies in your browser, though the calendar may not load without them.

How we use it

• To reply to you, schedule calls and audits, and send what you asked for.
• To prepare your Leak Audit and report.
• To set up, run, watch over, and support the systems you buy from us, including your monthly report.
• To bill you, collect payment, and keep business and tax records.
• To email business contacts about our services from time to time. Every email has a way to opt out, and we honor opt-outs promptly, always within 10 business days.
• To prevent fraud and abuse, enforce our agreements, and respond to lawful requests.
• To meet our legal obligations, including tax, telecommunications, and consumer protection rules.
• To get better at the work.

Text messages

If you text our business number first, or ask us by email to text you, we may send you texts about your inquiry, your appointments, the services you have with us, and support. We do not send promotional texts, and we never text anyone who has not agreed to hear from us.

Message frequency varies. Message and data rates may apply. Reply STOP to stop, or HELP for help. Full program details are in our Terms.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text-message opt-in data and consent are excluded from all of the sharing described in this policy and will not be shared with any third party.

Who we share with

We do not sell personal information. Mobile numbers and text-message consent are handled separately, as described under "Text messages," and are not part of any sharing below. Otherwise, we share information only in these situations:

• Companies that help us run the business. Our customer management and messaging platform, phone and text carriers, website host, email provider, payment processor, e-signature service, bookkeeping service, and the software and cloud services we use to organize data and prepare reports. They may use your information only to do work with us.
• Your own vendors, when you ask. For example, connecting a system to your dispatch software.
• Our professional advisors. Lawyers, accountants, and insurers, who are bound to keep it confidential.
• When the law requires it or safety demands it. In response to a subpoena, court order, or other legal process, or to protect someone's rights, property, or safety.
• If the business changes hands. If Lanco Link is sold or merged, or its assets are transferred, information may go to the new owner, who must keep honoring this policy for information collected under it.
• With your permission. For example, we publish a client's results in a case study only with written permission.

When we work with a client

Our clients are local businesses. When we run a system for a client, that system handles information about the client's own customers: names, phone numbers, messages, call logs, appointment details, and review requests. For that information:

• The client is in charge. The client decides who gets contacted and why, and the client's own privacy policy applies.
• We act on the client's behalf. We use the information only to provide the services the client hired us for, as our agreement with them allows.
• We do not use it for ourselves. We do not sell it, add it to our own marketing, or contact the client's customers for our own purposes.
• Consent belongs to the client. Each client is responsible for having permission to contact its customers. Systems we run honor STOP and other opt-out replies automatically.
• It goes back when service ends. When a client leaves, we deliver their contacts, conversations, workflow records, and phone numbers within 14 days, as our service agreement provides.

If you are a client's customer and want to see or delete your information, contact that business directly. If you contact us instead, we will pass your request to them and help them respond.

Retention

• Prospects and inquiries: while we are in touch, and for up to 2 years after our last contact, unless you ask us to delete it sooner. If you opt out, we keep a record of that so we keep honoring it.
• Client contracts and billing records: for the length of the relationship plus 7 years, for tax and legal reasons.
• Information inside a client's system: until it has been handed back after service ends, then deleted within 60 days. Backups clear on their normal schedule, and we keep anything the law requires us to keep.
• Website server logs: for a limited period set by our hosting provider.

Your choices

These choices cover information we hold for ourselves. For information we hold for a client, see "When we work with a client." Anyone can ask us to:

• tell you what personal information we have about you and send you a copy,
• correct it,
• delete it,
• stop sending you business email (use the opt-out in any email, or just reply and say so), or
• stop texting you (reply STOP).

Email justin@lancolink.com. We may confirm it is really you, usually by replying to the email address or phone number we already have, and we will answer within 30 days. We may keep information that the law requires us to keep, that we need to finish something you asked for, or that records your opt-out. Asking costs nothing and has no effect on any work we do for you.

Some states give their residents additional privacy rights. Where those laws apply to us, we honor them.

Security

Only the people doing the work can get to your information. Our providers encrypt data in transit, and the platform that holds client and customer records requires multi-factor sign-in. Even with all of that, a breach is possible. Pennsylvania law spells out when and how affected people must be notified, and we follow it, along with any other law that applies.

Minors

Lanco Link works with business owners and their staff. If we learn that we hold information about someone under 18, we delete it.

Where it is stored

We are a U.S. business serving U.S. businesses. Your information is stored and processed in the United States.

Changes to this policy

Updates appear on this page with a new effective date at the top. Current clients get an email before any update that changes how we use information already in our hands.

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