1. About this policy

This policy explains what personal information Millbrook (“we”, “us”) collects when you visit our website, book a service, call us, or join the Care Plan, and what we do with it. It covers our heating, cooling, and plumbing services across Texas. Our Terms and Conditions explain the rest of how we work with you.

2. Information we collect

Contact details: your name, email, phone number, and service address.

Booking details: the service you request, appointment times, access instructions, and notes about your home or equipment, such as system age or a description of the problem.

Payment information: billing address and payment details, which are handled by our payment processor. We don’t store full card numbers.

Financing information: if you apply for financing, you give details directly to the lender.

Job records: photos of equipment and work areas, diagnostic readings, quotes, invoices, and warranty details.

Communications: messages, form submissions, call notes, and reviews you send us.

Website data: device and browser type, pages viewed, and approximate location, collected through cookies and similar tools.

3. How we use your information

We use it to book and carry out your visit, send appointment confirmations and technician arrival updates, prepare quotes and invoices, honor your guarantee, run the Care Plan, answer your questions, and improve our service and website. With your permission, we may also send maintenance reminders and offers. You can opt out of marketing at any time.

4. Calls and text messages

When you book, you agree that we may contact you by phone, email, and text about your appointment. Message and data rates may apply. Reply STOP to any text to opt out of messages, and we’ll still contact you about active jobs where we need to. We may record or monitor calls to our office and emergency line for quality and training, and we tell you at the start of the call.

5. Who we share it with

We share information only with those who help us serve you:

• Technicians and office staff who need it for your job.

• Service providers, such as payment processors, scheduling and customer management software, review platforms, and email and text providers.

• Financing lenders, when you choose to apply.

• Manufacturers, when you ask us to register equipment warranties.

• Authorities or advisers, when the law requires it or to protect our rights.

We do not sell your personal information, and these providers may use it only to perform services for us.

6. Cookies and analytics

Our website uses cookies to keep it working, remember your preferences, and understand how visitors use it. Analytics tools give us summary figures about traffic. You can block or delete cookies in your browser settings, though parts of the site, such as online booking, may work less smoothly.

7. How long we keep it

We keep job records, invoices, and warranty details for as long as needed to support your guarantee, meet tax and licensing rules, and resolve disputes, typically several years after a job. Marketing preferences are kept until you opt out. When we no longer need information, we delete or anonymize it.

8. Keeping it safe

We use access controls, secure systems, and trusted providers to protect your information. No method of storage or transmission is completely secure, but we limit access to the people who need it and review our practices regularly.

9. Your choices and rights

You can ask to see, correct, or delete the personal information we hold about you, and to opt out of marketing. Depending on where you live and the size of our business, you may have additional rights under Texas law, including the Texas Data Privacy and Security Act. We’ll respond to requests within a reasonable time and may need to confirm your identity first. Our site and services are for adults and are not directed at children under 13.

10. Changes and contact

We may update this policy, and the date at the top shows the latest version. For questions or requests, contact hello@millbrook.com, (713) 555-0142, or Millbrook, 4100 Westheimer Road, Suite 210, Houston, TX 77027.