Privacy Policy
CatchBack reads the customer and job records you connect so we can show you the work you forgot to follow up on. That is the only thing we use them for.
Last updated:
In plain English
- We never sell your data. Not to data brokers, advertisers, insurers, lead sellers or anyone else.
- We never use your data for promotion. Not our marketing, not advertising, not to contact your customers on our own behalf.
- We never use your data to help another account. Your records will not shape results for any other CatchBack customer, including a competitor near you.
- We never train AI models on your data.
- We connect read-only. We do not write back to your CRM.
- We do read job values, invoice status, deposits and how a job was paid — to spot gaps and to show you your own customers' payment habits. We do not touch bank details, card numbers or your accounting, and we never move money.
- Payment habits are described, never scored. We do not rate anyone as a good or bad customer.
- You can disconnect, export or delete at any time.
1. Who we are and what this covers
This policy applies to catchback.ai, the CatchBack web and mobile applications, and related services (the “Service”), operated by Vixo Life LLC (“we”, “us”, “our”). “CatchBack LLC” is not a legal entity; the operator is Vixo Life LLC.
CatchBack is sold to businesses. Our direct users are business account holders and their staff. Records about their customers (“End Customers”) are processed on their behalf.
CatchBack serves local service businesses only — roofing, plumbing, auto repair, motorcycle repair, pool cleaning, commercial cleaning, landscaping, nail salons and HVAC. We do not serve healthcare, dental or veterinary businesses and we do not accept health or patient data.
2. Our two roles
As a controller we handle the personal data of the people who sign up, log in, pay for, or enquire about CatchBack — names, work emails, account details, billing contacts, support messages and usage logs. This policy describes that processing.
As a processor we handle Customer Data — the customer and job records a business connects — on that business’s documented instructions and for no independent purpose. The business decides what to connect, why, and how long to keep it. If you are an End Customer of a business that uses CatchBack and want your data accessed, corrected or deleted, contact that business; we will refer your request to them and help them respond.
3. What we collect
3.1 Account and billing data (controller)
Name, business name, work email, password hash, role, plan, billing contact and transaction records held by our payment processor. We do not store full payment card numbers.
3.2 Customer Data you connect (processor)
Records you upload (CSV, Excel, ODS, TSV, Google Sheets) or connect through Gmail, Outlook, QuickBooks or a field-service platform. In practice this is: End Customer name, contact fields, job or quote description, service or quote dates, service address, status fields, job and quote values, invoice and estimate status, deposit records, and how a job was paid — cash, cheque, card, bank transfer or a payment app.
We use payment data for two things: spotting gaps that mean forgotten revenue, and showing you what your own customer base tends to pay with. It stays in your account (see Section 5.3). It is never turned into a rating of any individual customer.
3.3 What we deliberately do not take
We do not read, ingest or store bank account details, payment card numbers, accounting ledgers, tax records, payroll, or your business’s own banking activity. We are not a payment processor and we never move money.
We also do not accept protected health information, patient records, government ID numbers, biometric identifiers, precise individual geolocation or children’s data. Do not upload them.
3.4 Evidence Locker uploads
Photographs and documents you upload about work performed, property conditions and damage. You are responsible for having permission to capture and upload them.
3.5 Usage and device data
Log records of pages viewed, features used, IP address, browser and device type, timestamps, error reports and diagnostic events. Used to run, secure and improve the Service.
3.6 Cookies and similar technologies
See the separate Cookie Policy.
3.7 Third-party data we bring in
Weather, storm and seasonal data, and geocoding and mapping data used to place your records on the Neighborhood Map. This data describes places and conditions, not people, and we obtain it from third-party providers.
4. How we use data, and on what legal basis
| What we do | Data used | Basis |
|---|---|---|
| Create and run your account, authenticate logins | Account data | Contract |
| Run the revenue audit and produce your Output | Customer Data | Contract / your instructions |
| Show Vault, Control Room, map, weather triggers and wallet totals | Customer Data, third-party weather and map data | Contract / your instructions |
| Store and display Evidence Locker uploads | Uploads | Contract / your instructions |
| Bill you and collect payment | Account and billing data | Contract |
| Provide support and respond to enquiries | Account data, support messages | Contract / legitimate interests |
| Secure the Service, detect fraud and abuse | Usage data, limited Customer Data metadata | Legitimate interests |
| Improve reliability and performance | Usage data, Aggregated Data | Legitimate interests |
| Send service and account notices | Account data | Contract |
| Send marketing about CatchBack to account holders | Account data only | Consent / legitimate interests, with opt-out |
| Comply with law | As required | Legal obligation |
We never use Customer Data or End Customer data for marketing of any kind, ours or anyone else’s.
5. What we will never do
These are commitments, mirrored in Section 6 of our Terms of Service, and they survive termination of your account.
5.1 No sale
We do not and will not sell, rent, lease, license, trade or otherwise make available for consideration any Customer Data, End Customer data or personal data — identified, pseudonymised or hashed. We do not “sell” or “share” personal information as defined under the California Consumer Privacy Act as amended, or comparable state laws.
5.2 No promotional use
No advertising, no retargeting, no audience building, no commercial profiling, no marketing lists, no contacting your End Customers on our own behalf.
5.3 No cross-customer use
Your records will never generate results, scores, benchmarks or competitive insight for another CatchBack account. Data is logically segregated per account with access controls enforcing that separation.
5.4 No model training
We do not use Customer Data to train, fine-tune or improve general-purpose or foundation machine-learning models, ours or a third party’s. Machine learning is applied to your data to produce your results; your data is not kept as training material. Where a third-party AI provider processes data as part of the Service, we contract for zero-retention and no-training terms and list that provider in our subprocessor list.
5.5 No write-back
Our connectors are read-only. We do not modify or delete anything in your system of record.
5.6 Learning stays in your account
The Service learns patterns from your records — payment habits, which jobs lapse, which follow-ups land — to sharpen the results shown to you. That learning is confined to your account. It does not cross into another customer’s results and it does not update any shared model.
5.7 No customer scoring
Payment insights describe what happened. They are not a rating, a creditworthiness signal, or a judgment about any individual, and must not be used to decide who gets service or on what terms.
6. Aggregated and de-identified data
We may produce statistics that are de-identified and aggregated across many customers — for example, the average share of revenue that service businesses leave in unfollowed quotes. Aggregated Data never contains your business name, your staff’s identities, any End Customer’s identity or contact details, or any record-level data, and cannot reasonably be linked back to you.
We use it to operate, secure and improve the Service and to publish general industry figures. We will not attempt re-identification and will not permit anyone else to. To exclude your account entirely, email hello@catchback.ai.
7. Who we share data with
We share personal data only in these situations:
7.1 Subprocessors
Vetted providers for cloud hosting and storage, database services, error and performance monitoring, email and messaging delivery, payment processing, and customer support tooling. Each is bound by written terms no less protective than this policy, processes only on our documented instructions, and may not use the data independently. Ask us for the current list at hello@catchback.ai.
7.2 On your instruction
Where you direct an export, an integration, or a share.
7.3 Legal requirement
Where required by law or valid legal process. Where legally permitted we will notify you first, in time for you to seek protective relief, and will limit disclosure to what is required.
7.4 Corporate transaction
In a merger, acquisition or asset sale, subject to the successor assuming every commitment in Section 5. Customer Data is not an asset we can sell separately from the Service.
7.5 Protecting rights
Where reasonably necessary to investigate fraud, abuse or a security incident, or to establish or defend legal claims.
That is the complete list. There is no advertising partner, data broker, lead exchange or analytics reseller on it.
8. Security
We use TLS encryption in transit, encryption at rest, role-based and least-privilege access control, audit logging, periodic access reviews, and written confidentiality obligations for staff with access. Access is granted only where needed to do a job.
No system is perfectly secure and we do not claim otherwise. If we confirm a personal data breach affecting your Customer Data, we will notify you without undue delay and in any event within seventy-two (72) hours, with the information reasonably available to help you meet your own obligations. Report a suspected issue to hello@catchback.ai.
9. Where data is held
Customer Data is stored and processed in the United States unless we agree otherwise with you. We will notify you before materially changing the primary storage region. Where data is transferred from the EEA or UK, we rely on Standard Contractual Clauses and the UK Addendum, available on request.
10. How long we keep data
| Data | Retention |
|---|---|
| Customer Data | While your account is active; deleted from active systems within 30 days of termination or of a deletion request |
| Backups containing Customer Data | Removed in normal encrypted backup rotation, not exceeding 90 days |
| Account and billing records | Duration of the relationship plus the period required by tax and accounting law |
| Support correspondence | Up to 24 months |
| Security and audit logs | Up to 12 months |
You can export your Customer Data and results at any time during the term and during the 30-day window after termination. We keep data longer only where legally required or reasonably necessary to establish or defend legal claims, and only for as long as that necessity lasts.
11. Your rights
Depending on where you live you may have rights to access, correct, delete, port, restrict or object to processing of your personal data, to withdraw consent, and not to be discriminated against for exercising them. Some jurisdictions also give a right to appeal a refusal.
To exercise a right over your account data, email hello@catchback.ai. We will verify your identity and respond within the period required by law, generally 30 to 45 days.
To exercise a right over records held by a business that uses CatchBack, contact that business. We act on their instructions and will refer your request to them.
Because we do not sell or share personal information for cross-context behavioural advertising, there is nothing to opt out of on that basis, and we honour Global Privacy Control signals as a matter of course.
12. Marketing
We may email account holders about CatchBack features, service changes and offers. Every marketing email has an unsubscribe link, and unsubscribing does not affect essential service and billing notices. We never market to End Customers.
13. Automated processing
CatchBack scores and ranks records to indicate which forgotten jobs are most likely to be recoverable. These are estimates from patterns in your own data and third-party weather and seasonal data. They are decision aids for your team, not decisions about any individual, and they produce no legal or similarly significant effect on any person. A human at your business decides who to contact. Scores can be wrong in both directions and should be reviewed before you act.
14. Children
The Service is for businesses and is not directed to anyone under 18. We do not knowingly collect data from children. If you believe a child’s data reached us, email hello@catchback.ai and we will delete it.
15. Changes to this policy
We may update this policy. For material changes we will give at least 30 days’ notice by email to account administrators or in the Service, and update the effective date above. Changes will not retroactively weaken the commitments in Section 5 for data already processed.
16. Contact
Vixo Life LLC — operator of CatchBack (catchback.ai).
Privacy, security and data requests: hello@catchback.ai. For help using the product, email support@catchback.ai, or use our contact page.
Vixo Life LLC, Massachusetts, United States. Version 1.0.