Privacy Policy

1. Overview

TPAC provides pool-attendant staffing services to homeowners associations (HOAs), property managers, and communities across multiple states. We collect personal information primarily to respond to service requests, prepare and execute service proposals, schedule and document field service, bill for services, and operate a secure customer portal where authorized property representatives can review activity tied to their community.

We collect only the information we need to deliver and administer these services, and we share it only with the service providers and parties described in this policy. We do not sell your personal information.

2. Information We Collect

We collect the following categories of information, depending on how you interact with us:

Information you provide

• Contact details — your name, email address, and phone/mobile number.
• Community and property details — the community, HOA, or property name and address for which you are requesting or receiving service.
• Service-schedule preferences — requested days, hours, number of pools, and related scheduling details for a proposal or active service.
• Proposal acceptance and e-signature — your electronic signature and the record of your acceptance of a service proposal or agreement, including the date, time, and acceptance metadata associated with signing.
• Communications — messages you send us, including live-chat messages in the customer portal and replies to our texts and emails.
• Account settings — information you manage in your portal profile.

Information generated through service

• Field service reports — incident reports, inspection reports, and other service documentation our attendants create that are tied to your community.
• Billing and payment records — invoices, payment status, and related accounting records for services rendered.

Information collected automatically

• Technical and usage data — limited technical information (such as device/browser type, IP address, and basic interaction logs) collected by our website host and portal infrastructure to operate, secure, and troubleshoot the services.
• Sign-in activity — a record of when and how you sign in to the customer portal (the date and time of each sign-in and whether you used a text code, an email link, or an email code). We keep this to secure your account, detect unusual activity, and understand how the portal is used.

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3. How We Use Information

We use the information we collect to:

• respond to proposal requests and prepare service proposals;
• create and authenticate your customer portal account;
• schedule, deliver, and document pool-attendant service;
• generate and deliver service reports tied to your community;
• invoice for services and process or record payments;
• communicate with you about your account, scheduling, service activity, and support requests, including by text message and email as described in Section 4;
• provide live chat with on-duty attendants through the portal;
• secure our services, prevent fraud and abuse, and comply with legal obligations; and
• send service-related and, where permitted, marketing communications (you can opt out of marketing at any time — see Section 9).

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4. Text Messages & Email Sign-In

TPAC uses passwordless authentication. Instead of a password, we verify your identity with a one-time code or a one-time sign-in link.

Text (SMS) messages

By providing a mobile phone number, you consent to receive account-verification and service-related text messages from TPAC, sent through our messaging provider (Twilio). These include one-time verification codes used to sign in or confirm your identity, and operational messages about your account and service.

Email sign-in

You may also sign in by email. We send a one-time sign-in link (magic link) and/or a one-time code to your email address, delivered through Google Workspace / Gmail. Following the link or entering the code confirms control of the email address and signs you in. These authentication messages are part of providing the service and are sent regardless of marketing preferences.

Phone-only accounts

If you create a customer portal account using only a mobile number (no email address), we generate a non-routing internal email address solely to serve as your account identifier in our systems. We never send messages to that internal address, and it is not shared. You can add a real email address at any time from your portal profile, after which email sign-in becomes available to you.

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5. How We Share Information

We share personal information only as described below. We do not sell your personal information.

• Service providers (sub-processors). We share information with the vendors that power our operations, listed in Section 6, who process it on our behalf under contract and only for the purposes we direct.
• Within your community’s scope. Authorized representatives of a community can view information tied to that community through the portal. We isolate each customer’s data so one community cannot access another community’s information.
• Legal and safety. We may disclose information when required by law, subpoena, or legal process, or to protect the rights, property, or safety of TPAC, our customers, our personnel, or the public.
• Business transfers. If TPAC is involved in a merger, acquisition, or sale of assets, information may be transferred as part of that transaction, subject to this policy.

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6. Service Providers & Sub-Processors

We rely on the following service providers to operate our business. Each processes personal information only as needed to provide its service to us:

We may update this list as our service providers change. When we do, we will revise this section and the “Effective date” above.

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7. The Customer Portal

Through the secure customer portal, authorized community representatives can:

• view service reports for their community;
• view and pay invoices (payments are processed through Wave);
• access documents shared with their community;
• review proposals and complete e-signature;
• use live chat with on-duty attendants;
• manage account profile settings; and
• request deletion of their portal account (see Section 8).

Access to the portal is limited to the information tied to your community. We design the portal so that each customer’s data is isolated from every other customer’s.

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8. Data Retention & Account Deletion

We retain personal information for as long as needed to provide our services, maintain your account, and meet our legal, tax, accounting, and contractual obligations.

User-initiated account deletion

You may request deletion of your customer portal account at any time, from your portal account settings or by contacting us (Section 13). When you delete your portal account, we deactivate it and remove or anonymize the personal information associated with it, following industry-standard practices.

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9. Your Privacy Rights

Depending on where you live, you may have some or all of the following rights regarding your personal information:

• Access — request a copy of the personal information we hold about you.
• Correction — ask us to correct inaccurate or incomplete information.
• Deletion — ask us to delete your personal information, subject to the retention exceptions in Section 8.
• Opt out of marketing — unsubscribe from marketing emails using the link in any marketing message, or reply STOP to marketing texts. Service and authentication messages will continue as needed to operate your account.
• Knowing the categories — learn what categories of information we collect, use, and share, as described in this policy.

To exercise any of these rights, contact us using the details in Section 13. We will verify your request and respond within the time required by applicable law. You will not be discriminated against for exercising your rights.

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10. Security

We use technical and organizational measures designed to protect personal information, including passwordless authentication, access controls that scope each customer’s data to their community, and reputable infrastructure providers. No method of transmission or storage is perfectly secure, but we work to protect your information and to limit access to those who need it to deliver our services.

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11. Children’s Privacy

Our services are intended for businesses and adults managing community pool services. They are not directed to children, and 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.

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12. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the “Effective date” at the top and, where appropriate, provide additional notice. Your continued use of our services after an update means you accept the revised policy.

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13. How to Contact Us

For privacy questions or to exercise your rights, contact us:

• Email: office@thepoolattendantcompany.com
• Phone: (786) 833-6707
• Mail: The Pool Attendant Company, 1221 Brickell Ave, Ste 900, Miami, FL 33131