Privacy Policy
Effective date: November 2, 2026
Hartwell ("Hartwell," "we," "us") is a trade name of BML FINANCE LTDA (CNPJ 51.321.870/0001-01). Hartwell provides an AI phone receptionist for HVAC service companies: it answers calls, captures service requests, and sends follow-up text messages to callers who agree to receive them. This policy explains what we collect, how we use it, and your choices.
Information we collect
- Caller information: your name, phone number, service address, the issue you describe (for example, no cooling or no heat), and your preferred appointment time.
- Call data: call recordings, transcripts, and call summaries, when the business you called has recording turned on. You are told at the start of the call when it may be recorded.
- Messaging data: whether you agreed to receive texts, the messages we send, your replies, and opt-out requests (STOP).
- Business customer information: contact and billing details of the HVAC companies that use Hartwell.
- Website data: basic technical data such as IP address, browser type, and pages visited.
How we use information
- To answer your call, record your service request, and pass it to the HVAC business you called.
- To send the customer care texts you agreed to, such as a follow-up after your call, a callback time, or a booking link.
- To honor opt-out and help requests.
- To operate, secure, and improve our service, and to meet legal obligations.
SMS and mobile information
We do not sell, rent, or share mobile phone numbers, SMS opt-in data, or consent 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. Mobile information may be shared only with service providers that help us deliver messages and calls (for example, our telephony and SMS providers), and only for that purpose.
How we share information
- With the HVAC business you called, so it can respond to your request.
- With service providers that host, transmit, or process data for us (telephony, SMS delivery, AI voice processing, cloud hosting, email). They may use the data only to provide services to us.
- When required by law, or to protect the rights, safety, and security of our users and the public.
We do not sell personal information.
Data retention
We keep call and message records for as long as needed to provide the service to the HVAC business and to meet legal obligations, generally no longer than 24 months, unless the business asks us to delete them sooner.
Your choices
- Stop texts: reply STOP to any message. You will receive one confirmation and no further texts.
- Get help: reply HELP or email bernardo@callhartwell.com.
- Access or deletion: email bernardo@callhartwell.com to ask about or delete your information. We may need to verify your request and coordinate with the HVAC business you called.
Security
We use reasonable administrative, technical, and physical safeguards to protect information. No method of transmission or storage is completely secure.
Children
Our service is not directed to children under 13, and we do not knowingly collect their information.
Changes
We may update this policy. The effective date above shows when it was last changed.
Contact
Hartwell (BML FINANCE LTDA)
Email: bernardo@callhartwell.com
Website: https://callhartwell.com
SMS terms: https://callhartwell.com/sms-terms