Privacy Policy

Who we are

LockLine ("LockLine," "we," "us," or "our") is a trade name (d/b/a) of CitieProductions Inc., a Florida corporation based in Ocala, Florida. We provide AI phone answering, appointment booking, missed-call text-back, and follow-up services to HVAC, plumbing, pest control, and other home-services contractors (our "Clients").

This Privacy Policy explains how we collect, use, share, and protect personal information when you visit getlockline.com (the "Site"), contact us or request a demo, use our services as a Client, or call or text a business that uses LockLine (together, the "Services").

Whose information this covers

• Site visitors and prospects who browse the Site, contact us, or request a demo.
• Clients: contractors and their staff who use the Services.
• Callers and customers of our Clients: people who call or text a business that uses LockLine. When we answer calls or send texts for a Client, we do it on that Client's behalf and in the Client's business name. That business decides how your information is used, and its own privacy policy applies. We handle your information only as the Client's service provider, as described in Information we handle for our Clients.

Information we collect

Information you give us. Your name, business name, phone number, email address, trade, preferred contact time, messages you send us, your text-message consent choices, and, for Clients, account, billing, and business setup details (such as service area, hours, services offered, and calendar access).

Information from calls and texts. When the Services answer a call or exchange texts for a Client, we may collect the caller's name, phone number, service address, a description of the problem, appointment details, call date, time and duration, call recordings, transcripts, call summaries, and message content.

Information collected automatically. When you visit the Site we may collect your IP address, browser and device type, pages viewed, referring page, and similar usage data through cookies and similar technologies (see Cookies and analytics).

Business information from public sources. We may collect business contact details about contractors from public sources such as business listings and company websites.

How we use information

• To answer calls, book appointments, and send job alerts, missed-call text-backs, and follow-ups for our Clients, as each Client instructs.
• To respond to demo requests and communicate with you by phone, email, and (only if you opt in) text message.
• To provide missed-call reports, call summaries, and booked-job reports to our Clients.
• To set up, operate, maintain, secure, troubleshoot, and improve the Site and the Services, including quality review of calls.
• To bill Clients and manage accounts.
• To keep records of text-message consent and opt-out requests.
• To comply with law, respond to lawful requests, and enforce our Terms & Conditions.

Call recording, transcripts, and AI

Automated assistant. Calls answered by the Services are handled by an AI voice assistant. At the start of each call, the assistant tells callers that they are speaking with an automated assistant and that the call may be recorded and transcribed.

Consent to recording. Florida law requires the consent of all parties to record a phone call. By continuing the call after the notice, the caller consents to the call being recorded and transcribed. If you do not want to be recorded, you may end the call and contact the business another way, such as by text message or by calling back during office hours.

How recordings are used. Recordings, transcripts, and summaries are used to deliver the caller's details to the Client, to book and confirm appointments, to provide reports, for quality assurance and troubleshooting, and to resolve disputes.

AI processing. Call audio and text are processed by automated tools, such as speech recognition, language models, and voice generation, provided through our phone and messaging platform and its technology providers. We do not sell recordings or transcripts. We do not use personal information to train AI models. Our service providers, including our AI providers, may process personal information only to provide the Services to us, and our platform provider states that it does not use personal information to train generalized, public AI models.

Retention. Call recordings and transcripts are kept for 90 days after the call unless the Client asks us to keep them for a different period or the law requires otherwise (see Data retention).

Information we handle for our Clients

When we answer calls, send texts, or book appointments for a Client, we act as that Client's service provider (sometimes called a "processor"). This means:

• We collect and use caller information only to provide the Services to that Client, as the Client instructs, and as described in this policy.
• The Client controls the information. The Client is responsible for its own privacy notice, for having any consent needed to contact its customers, and for responding to its customers' privacy requests.
• We do not sell caller information, and we do not use it to market LockLine's own services to callers.
• We share caller information only with that Client and with the service providers that help us deliver the Services (see How we share information).
• When a Client stops using the Services, we return or delete that Client's caller information as described in Data retention.

If you are a customer of one of our Clients and want to access, correct, or delete your information, please contact the business you called. If you contact us instead, we will forward your request to that business and help it respond.

Cookies and analytics

The Site uses cookies and similar technologies to keep the Site working, remember your preferences, and understand how visitors use the Site. You can block or delete cookies in your browser settings; parts of the Site may not work as intended if you do. We do not currently respond to "Do Not Track" browser signals.

At launch, the Site uses only our website platform's built-in site statistics (page views and form submissions). We do not use third-party advertising pixels or Google Analytics. If we add tools like these later, we will update this Privacy Policy before they are used. These tools may use cookies or similar technologies to count visits and form submissions. We do not use advertising pixels or sell browsing data.

How we share information

We do not sell personal information. We share information only as follows:

• With our Clients. Information from calls and texts handled on a Client's behalf (such as caller details, appointment details, recordings, transcripts, and summaries) is shared with that Client.
• With service providers (subprocessors) that help us run the Services, only as needed to provide services to us and under written obligations to protect the information and not use it for their own marketing. These providers fall into these categories: customer-management, phone, texting, and voice-AI platform providers; telecommunications carriers and messaging providers; AI technology providers for speech recognition, language processing, and voice generation; email and calendar providers; payment processors; and website hosting. A current list of our subprocessors is available on request at support@getlockline.com.
• For legal reasons, when required by law, subpoena, or court order, or when needed to protect the rights, property, or safety of LockLine, our Clients, or others.
• With a successor business. If LockLine is reorganized into or transferred to a successor business (for example, if LockLine is moved into a separate company), information may transfer to that successor, which must continue to honor this Privacy Policy.

None of the sharing described above applies to text messaging originator opt-in data and consent, which is handled only as described in SMS / Text Messaging.

Data security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information, such as limiting access to people who need it, multi-factor authentication on our administrative accounts, and encryption in transit where supported by our providers. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If a breach of security affects personal information we hold, we will notify affected individuals, or the Client on whose behalf we hold the information, as required by law, including Florida's Information Protection Act (section 501.171, Florida Statutes).

Data retention

We keep personal information only as long as needed for the purposes in this policy, to provide the Services, and to meet legal, tax, and accounting requirements. Our standard periods are:

• Call recordings and transcripts: 90 days after the call, unless the Client asks for a different period or the law requires otherwise.
• Caller contact details, call logs, messages, and appointment records: while the Client uses the Services, then returned or deleted within 60 days after the Client relationship ends.
• Text-message consent and opt-out records: up to five (5) years, so we can show we honored your choices.
• Prospect and demo-request information: up to two (2) years after our last contact with you.
• Client account and billing records: as long as required for tax and accounting purposes.

Backups are overwritten on our providers' normal schedules. When information is no longer needed, we delete or de-identify it.

Your choices and rights

• Text messages: reply STOP to any message to opt out, or HELP for help. You may also tell us by email or phone that you want to stop receiving texts, and we will honor your request.
• Email: use the unsubscribe link in any marketing email.
• Access, correction, and deletion: you may ask us what personal information we hold about you, or ask us to correct or delete it, subject to legal exceptions. If your information was collected on behalf of one of our Clients, we will forward your request to that Client.

To make a request, contact us at support@getlockline.com. We may need to verify your identity before responding. We will not treat you differently for making a request.

Children's privacy

The Site and the Services are intended for businesses and adults. We do not knowingly collect personal information from children under 13 through the Site. If you believe a child has given us personal information, contact us and we will delete it.

Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and change the "Last updated" date above. If we make material changes, we will give notice on the Site and, for Clients, by email before the changes take effect.

Contact us

Questions about this Privacy Policy or our privacy practices? Contact us: