Privacy Policy

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Cook’s Air Conditioning & Heating Specialists Privacy Policy

Effective Date: June 12, 2025

1. Introduction

Welcome to Cook’s Air Conditioning & Heating Specialists ("we," "us," "our"). We are committed to protecting the privacy of our customers and website visitors ("you," "your"). This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website (cooksair.com), use our services, contact us (including through phone calls, emails, chat, and potentially video calls), apply for financing for our services, or otherwise interact with us.

Please read this policy carefully. By using our services, applying for financing through us, or interacting with us, you agree to the collection and use of information in accordance with this policy. We will obtain your explicit consent where legally required, particularly before collecting and sharing sensitive information for credit application purposes.

2. Information We Collect

We collect information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or device ("personal information"). We may collect the following categories:

  • Identifiers: Real name, alias, postal address, telephone number, email address, account name, IP address, unique personal identifiers.
  • Customer Records Information: Name, signature, address, telephone number, service history, details about your HVAC equipment.
  • Commercial Information: Records of products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.
  • Internet or Other Electronic Network Activity Information: Browse history, search history, information regarding your interaction with our website (e.g., clicks, page views, time spent), device type, operating system.
  • Geolocation Data: Physical location (e.g., service address, potentially general location from IP address).
  • Audio, Electronic, Visual Information:
    • Call Recordings, Chat Transcripts, Video Recordings: If you contact us via phone, chat, or video conferencing, your communication may be recorded or monitored for quality assurance, training, security, and service improvement purposes. We will provide notice before recording begins where required by law.
    • Photos or videos of your HVAC equipment or work areas, if provided by you or taken by our technicians (with your permission) for service purposes.
  • Information for Credit Applications: If you choose to apply for financing for our services through our third-party lending partners, we will collect additional information necessary to facilitate your application. This may include, but is not limited to:
    • Social Security Number (SSN)
    • Date of Birth
    • Employment Information (e.g., employer name, job title, duration, income)
    • Detailed Financial Information (e.g., assets, debts, bank account details for verification)
    • Housing Information (e.g., rent/mortgage payment details)
    • Other information required by the lender for credit assessment.
  • Payment Information: Bank account number, credit card number, debit card number, or any other financial information for direct payment of our services (Note: Payment card processing is typically handled by secure third-party payment processors; we generally only receive confirmation of payment, not full card details unless necessary for processing). This is distinct from the detailed financial information collected for credit applications.
  • Professional or Employment-Related Information: If you apply for a job with us, we collect information relevant to your application. (This policy primarily focuses on customer data).
  • Inferences: Drawn from any of the information identified above to create a profile reflecting your preferences or service needs.

3. How We Collect Information

We collect information from various sources:

  • Directly from You: When you request service, fill out forms on our website, create an account, contact us by phone, email, chat, or mail, schedule an appointment, make a payment, or when you voluntarily choose to apply for financing options and provide information required for the credit application.
  • Automatically: When you visit our website (using cookies and similar technologies) or interact with our digital communications.
  • From Third Parties: Such as service partners or data brokers (less common), or potentially credit reporting agencies if authorized by you during a credit application process facilitated by us for a lender.

4. How We Use Your Information

We use your personal information for various business purposes, including:

  • Providing Services: To schedule appointments, dispatch technicians, perform HVAC services, provide quotes, and fulfill your requests.
  • Communication: To contact you regarding appointments, service updates, billing, respond to inquiries, and provide customer support.
  • Billing and Payment: To process payments for services rendered directly to us.
  • To Facilitate Credit Applications: If you request financing, we use the specific information you provide for that purpose (including SSN, financial details, etc.) to prepare and submit your credit application to one or more of our third-party lending partners on your behalf, enabling them to evaluate your creditworthiness and make a lending decision. We perform this function based on your explicit consent.
  • Quality Assurance and Training: To monitor and improve the quality of our customer service and technician performance. This includes reviewing call recordings, chat transcripts, and video interactions handled via our communications platforms.
  • Marketing and Promotions: To send you information about our services, special offers, or newsletters, where permitted by law and with your consent if required (you can opt-out at any time).
  • Website Improvement: To analyze website usage, personalize your experience, and improve our website's functionality.
  • Security and Fraud Prevention: To protect our business, customers, and website from fraudulent or illegal activity.
  • Legal and Compliance: To comply with applicable laws, regulations (including those related to financial services where applicable), legal processes, or governmental requests.

5. How We Share Your Information

We do not sell your personal information in the traditional sense. No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties. We may share your information with the following categories of third parties for business purposes:

  • Service Providers: Companies that perform services on our behalf, such as payment processors (for direct payments), IT support, website hosting, data analytics providers, marketing services, and communication platform providers. These providers process personal information, including communication content and metadata, according to our instructions and their agreements with us.
  • Third-Party Lending Partners:
    • If you apply for financing through us, we will share the personal and financial information you provide on your credit application (such as your name, address, contact information, Social Security Number, date of birth, employment information, income, and other financial details you provide for this purpose) with our designated third-party lending partners.
    • This sharing occurs only with your explicit consent (typically obtained via the credit application form) and solely for the purpose of enabling the lender(s) to process your credit application, assess your creditworthiness, and make an independent lending decision.
    • Our lending partners are independent entities with their own privacy policies and data security practices governing how they use and protect your information once they receive it. We strongly encourage you to review the privacy policy of any lender to whom your application is submitted. We are not responsible for the privacy or security practices of these lenders.
    • You may contact us using the information in Section 13 to request a list of the primary lending partners with whom we may share your information for financing purposes.
  • Legal Authorities: When required by law, regulation, court order, subpoena, or other legal process, or to protect our rights, property, or safety, or the rights, property, or safety of others.
  • Business Transfers: In connection with a merger, acquisition, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets.

We require our general service providers (excluding independent lenders whom you authorize us to share with) to protect the confidentiality and security of personal information and to use it only for the purposes for which it was disclosed.

6. Cookies and Tracking Technologies

Our website uses cookies (small text files placed on your device) and similar technologies to enhance user experience, analyze site traffic, and potentially assist in marketing efforts. You can control cookies through your browser settings. Disabling cookies may affect the functionality of our website.

This website uses Google Analytics, a web analytics service provided by Google, Inc. ("Google"). Google Analytics uses Cookies. The information generated by the Cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may use the data collected to contextualize and personalize the ads of its own advertising network. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however, please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above. Find Google's privacy policy here.

7. Data Security

We implement reasonable administrative, technical, and physical security measures designed to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction. We take particular care in handling sensitive information, such as that collected for credit applications. However, no internet transmission or electronic storage method is 100% secure.

8. Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law (e.g., for tax, accounting, or legal requirements). Criteria used to determine retention periods include the duration of our relationship with you, the nature of the data, and applicable legal obligations.

  • Credit Application Information: If you apply for credit through us, we may retain a copy of your application information only for the period necessary to facilitate the application process with the lender, for our essential internal records related to the financing process, or as otherwise required by law, after which it will be securely deleted or anonymized according to our internal data retention schedule. Our lending partners will have their own data retention policies governing the information they receive.

9. Your Privacy Rights and Choices

Depending on your jurisdiction (e.g., Florida under FIPA, California under CCPA), you may have certain rights regarding your personal information. These may include:

  • Right to Know/Access: The right to request information about the categories and specific pieces of personal information we have collected about you, the sources of collection, the purposes for collecting it, and the categories of third parties with whom we share it.
  • Right to Correct: The right to request correction of inaccurate personal information we maintain about you.
  • Right to Delete: The right to request the deletion of your personal information, subject to certain exceptions (e.g., completing a transaction, retaining data required for legal obligations like those related to financing facilitation, security purposes).
  • Right to Opt-Out:
    • Marketing Communications: You can opt-out of receiving promotional emails by following the unsubscribe instructions in those emails or by contacting us directly.
    • Call/Chat Recording: As noted, your calls, chats, or other communications with us may be recorded. You will typically be notified at the beginning of the interaction. If you do not wish to be recorded, please inform the agent immediately. Continued participation after notification may constitute consent where permitted by law. You may have the option to communicate via alternative channels if you object to recording.
    • Sharing for Credit Applications: You are not obligated to apply for financing through us. If you choose not to apply, we will not collect or share the sensitive information required for that purpose. Consent for sharing with lenders is obtained separately during the application process.
    • Sale/Sharing (for Targeted Advertising/Profiling under FIPA/CCPA): We do not currently sell personal information in the traditional sense. If our practices change, or if applicable law defines "sharing" to include activities we engage in (like using third-party analytics or advertising cookies), we will update this policy and provide necessary opt-out mechanisms. Florida residents have the right to opt-out of the sale of personal data, targeted advertising, and certain types of profiling.
  • Right to Non-Discrimination: We will not discriminate against you for exercising your privacy rights.

To exercise any of these rights, please contact us using the information in Section 13. We will need to verify your identity before processing your request, which may require additional steps if your request pertains to highly sensitive information like that associated with a credit application. Please note that requests regarding data held solely by a lender must be directed to that lender.

10. Children's Privacy

Our services and website are not directed to children under the age of 16, and we do not knowingly collect personal information from children. If we become aware that we have inadvertently collected personal information from a child, we will take steps to delete it promptly.

11. Third-Party Links

Our website may contain links to other websites not operated by us (including potential links to lender websites). If you click on a third-party link, you will be directed to that site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time, particularly if our services, data practices, or legal obligations change. We will notify you of any significant changes by posting the new Privacy Policy on our website and updating the "Effective Date" at the top. We encourage you to review this Privacy Policy periodically for any changes.

13. Contact Us

If you have any questions or concerns about this Privacy Policy or our privacy practices, or if you wish to exercise your privacy rights, please contact us at:

  • Company Name: Cook’s Air Conditioning & Heating Specialists
  • Address: 1955 SW Main Blvd, Lake City, FL 32025
  • Phone: (866) 266-5709
  • Email: support@cooksair.com
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