This policy explains what information Wagonward ("we", "us") collects, how we use it and the choices you have. It covers our website at wagonward.com and the Wagonward text messaging service we provide to moving companies.
Who this applies to
- Website visitors: people who visit wagonward.com or contact us.
- Clients: moving companies that use Wagonward.
- Our clients' customers: people who request a quote from, or call, a moving company that uses Wagonward, and who receive text messages from that company through our service.
Information we collect
From website visitors: the details you choose to send us, such as your name, company, email, phone number and website. Our hosting provider also records basic technical information, such as IP address, browser type and pages visited, to keep the site secure and working.
From clients: business contact details, account and setup information, the information you give us to configure your messages, and billing details. Card payments are handled by our payment processor; we don't store full card numbers.
From our clients' customers: name, mobile phone number, the content of text messages, and the move details shared in the conversation, such as move date, locations, home size and special items. We also record the date and source of each customer's consent to receive texts.
How we use information
- To send and receive text messages on behalf of our client moving companies, and to deliver lead summaries to them.
- To provide, secure, maintain and improve the service.
- To respond to inquiries, provide support and send service-related notices.
- To bill clients and keep business records.
- To comply with the law and with phone carrier rules for business texting.
We do not sell personal information.
Text messaging and mobile 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. The sharing described below is limited to service providers that help us run the service, such as our texting provider, and never includes selling or sharing phone numbers or consent records for anyone else's marketing.
Customers can reply STOP at any time to stop receiving messages, or HELP for help. See our SMS terms for details.
How we share information
We share information only as needed to run the service:
- With our client moving companies: a customer's conversation and move details go to the moving company the customer contacted. Each client sees only its own customers.
- With service providers that process data for us under contract, including website and database hosting (Cloudflare), text message delivery (Twilio), AI processing used to write replies and summaries (Anthropic) and payment processing (Stripe). They may use the data only to provide their services to us.
- For legal reasons: when required by law, or to protect the rights, safety and security of our users and the public.
- In a business transfer: if Wagonward is involved in a merger or sale, information may transfer as part of that deal, subject to this policy.
How we use AI
Wagonward uses an AI model to read incoming messages, write replies in the client's name and summarize leads. Replies follow rules set during setup: the assistant does not quote prices, promise dates or guarantee availability, and it tells customers the truth if they ask whether they are talking to an automated assistant. Clients can review every conversation.
How long we keep information
We keep client and customer data for as long as the client uses Wagonward. When a client cancels, we send them a copy of their leads and conversations and then delete that data from our active systems within 30 days, except where we must keep certain records, such as billing records or proof of texting consent, to meet legal obligations.
Security
We encrypt data in transit and at rest, keep each client's data separate, limit staff access, and require two-factor sign-in for administrative access. No system is perfectly secure, but we work to protect the information we hold and will notify affected clients of a security incident as required by law.
Your choices and rights
- Customers of our clients can reply STOP to any message to opt out, and can ask the moving company they contacted, or us, to access or delete their information.
- Clients can request a copy of their data or its deletion at any time.
- Depending on where you live, you may have additional rights, such as the right to know, correct or delete personal information. Email support@wagonward.com and we'll respond within 30 days. We won't treat you differently for making a request.
Children
Wagonward is a business service and is not directed to children under 13. We do not knowingly collect information from children.
Changes to this policy
We may update this policy. When we make material changes, we'll update the date above and notify clients by email.
Contact us
Questions about privacy: support@wagonward.com.