Call or text 844-7-RESTOREWe work for the contractor or the homeowner. Never the insurer.

Privacy Policy

Version 2026-10-08.draft2

What we collect

  • Account and order details: business name, your name, email, phone, and the job details you enter.
  • Upload contents: photos, sketches, ESX/FML files, drying records, scope notes and adjuster estimates. These often contain personal information about your customers — policyholder names, property addresses, claim and policy numbers. You are responsible for having the right to share that information with us; we handle it only to fulfill your order.
  • Payment records: amounts, dates and status. Card details go directly to Stripe and never reach our servers.
  • Technical data: limited logs needed to run and secure the service. We store a one-way hash of IP addresses for rate limiting and fraud prevention, not the addresses themselves.

How we use it

  • To prepare and deliver what you ordered. Your files are shared with the licensed third-party estimators who write your estimate, through expiring, access-controlled links.
  • To take payment, send order emails and sign-in links, prevent abuse, and keep required business records.

We do not sell personal information, and we do not send your files or personal information to advertising or analytics scripts.

AI processing

We are building AI-assisted tools that help estimators draft scopes. When those tools are in use, files from an order may be processed by an AI service provider acting on our behalf, solely to prepare that order's deliverable, and every deliverable is reviewed by a person before it reaches you. Files are only used to improve our internal knowledge base after names, addresses, claim numbers and policy numbers have been removed.

Chat transcripts

When the claim triage chat is available on this site, conversations are logged to operate and improve the service, and a notice is shown on the chat. Transcripts are stored without your identity unless you choose to give contact details.

Storage and security

Traffic is encrypted in transit. Files are kept in private, encrypted storage and are reachable only through short-lived links issued after an access check. New uploads are held in quarantine and scanned before anyone can open them.

Retention

Order files and deliverables are kept for 24 months and then deleted. Transaction, audit and tax records are kept as long as the law requires.

Your choices and deletion

You can request deletion of your account and files from the My orders page. We complete deletion within 30 days. We keep the minimum transaction records we are legally required to keep, without your files or contact details. Orders that are still in progress must be completed, cancelled or refunded first. Waitlist emails include a one-click unsubscribe link.

Homeowner claim files

If you use the homeowner tools, we also keep what you put in your claim file: the loss details and address, your carrier, claim number, policy number and adjuster contact if you choose to enter them, your checklist, contact log and deadlines, the documents and photos you upload, your contents inventory and your expense log. Claim number, policy number and adjuster contact are encrypted in our database in addition to the encryption of the storage itself.

  • Who sees it. You. No one else sees a claim file unless you create a share link for a packet you chose. Our support staff can open a claim file only through a logged, time-limited access grant with a stated reason.
  • Share links. A packet is a fixed copy of the fields and files you ticked. Anyone holding its link can view it until it expires or you revoke it. Revoking stops further access; it cannot recall files someone already downloaded. If you allow it, one signed-in contractor can copy packet photos and estimate files into an estimate order; those copies then belong to that order and follow the contractor retention rule below.
  • Retention. A claim file is kept until you delete it, or until 24 months after your last activity in it. We email you 30 days before an automatic deletion.
  • Deletion. You can delete a claim, or all of your homeowner data, yourself at any time. Access stops at once and the data, files, packets and chat are erased within 24 hours. Backups age out within 30 days.
  • Export. You can export your whole claim file at any time.

We do not sell or share homeowner claim data. The only ways it leaves this site are a share link you create and, when that service is available, a handoff to restoration.com.co that you agree to on screen, field by field.

The AI claim guide

The claim guide is an AI assistant. Conversations are logged to run the service, keep it safe and improve it. What you type and your checklist progress are sent to our AI provider to produce an answer. Your uploaded files and your encrypted claim fields are never sent to it. Our agreement with the provider must exclude training on this data. See the AI notice for details.

  • Conversations by visitors without an account are kept for 30 days.
  • Conversations saved to an account but not tied to a claim are kept for 24 months.
  • Conversations tied to a claim file are kept and deleted with that claim file.
  • You can clear a conversation yourself; it is erased within 24 hours.

The homeowner tools are for adults.

Service providers

We use providers for hosting and file storage, payment processing, email delivery and, for the claim guide, AI processing. They process data on our instructions.

Contact

Reply to any order email from us with privacy questions or requests.