Privacy Policy

Stellar Home Maintenance

Privacy Policy

Effective Date: 11/22/2023

In this Privacy Policy (“Policy”), we describe how Stellar Home Maintenance (“Stellar”) collects, uses, and discloses information that we obtain about visitors to our website, https://mystellar.com/ (the “Site”), Stellar Pros who use our mobile app (the “App”), and users of the services available through our Site and App (collectively, the “Services”). Throughout this Policy, we refer to our customers who own the properties where we perform maintenance, repair and improvement services as “Customers”; we refer to the individuals who perform services at those properties as “Stellar Pros”, and to the individuals who reside at those properties as “Tenants”. By visiting the Site or App, or using any of our Services, you agree that your personal information will be handled as described in this Policy. Your use of our Site, App or Services, and any dispute over privacy, is subject to this Policy and our Terms of Service including its applicable limitations on damages and the resolution of disputes. The Stellar Terms of Service are incorporated by reference into this Policy.

Please Note: This Policy does not apply to information we process on behalf of our Customers in our capacity as a service provider. If you have questions regarding our Customers’ (including your property manager’s) use of your personal information, please contact your property manager.

Table of Contents

The Information We Collect About You

We collect information about you from the following sources: directly from you and from other entities, and automatically through your use of our Site or Services.

Information We Collect Directly From You

The information we collect from you depends on how you use our Services.

Requests for Information

If you submit a request for information through our Site, we will ask you to provide information, such as your name, email address, and telephone number; your service area; and commercial information such as the type(s) of services you are inquiring about, and any other information you choose to provide to us.

Stellar Pros

If you submit a request to become a Stellar Pro, we collect your name, telephone number, email address, city where you live, your trade, an optional referral code, how you heard about us, and any other information you choose to provide. We also collect your consent for how we communicate with you (e.g., by text message) where required by applicable law.

As part of our Stellar Pro onboarding process, we may collect information such as your name, email address, licenses, tax information, and any other information necessary to screen and onboard you as a Stellar Pro. When you use our App, we collect your email address and password to authenticate you to the App, and other information that allows you to manage the work orders to which you are assigned. For example, with your permission, we will collect your precise location while traveling to and working on the job. We also ask for permission to access the camera on your phone to allow you to upload photos of the job to the app.

Surveys and Questionnaires

We collect information from you that you choose to provide to us in response to a survey (such as regarding maintenance satisfaction, or, if you are a Stellar Pro, regarding your experience at the property).

Information We Collect From Other Entities

Our Customers submit maintenance requests to us directly. In doing so, they may provide us with Tenant information, including name, address, and contact information, necessary to complete the request. If you are a Tenant, our relationship is with your property manager, who is our Customer; for any questions about the privacy practices related to the use of your personal information, you should contact your property manager.

Information We Collect Automatically

We automatically collect information about your use of our Services through cookies, web beacons, and other technologies. We typically collect this information from internet service providers and data analytics providers (e.g., Google Analytics). To the extent permitted by applicable law, we combine this information with other information we collect about you, including your personal information.

When you visit and use our Site, we automatically collect:
  • Your operating system
  • Your IP address
  • Geolocation information through your IP address
  • Your browser information
  • Web pages you view on the Site
  • Your cursor movement or text box entries
  • Links you click on the Site
  • Date and the length of time you visit our Site or use our Services
If you are a Stellar Pro who visits and uses our App, we automatically collect:
  • Your device type and operating system version
  • Your IP address
  • With your permission, your geolocation information
  • Screens you view
  • Your text box entries
  • Date and the length of time you visit our App or use our Services

How We Use Your Information

We use your information, including your personal information, for the following business and commercial purposes:

  • Transactional Purposes: To provide our Services to you and to improve those Services.
  • Customer Service: To communicate with you about your use of our Services and changes to our Services; to respond to your inquiries, and for other customer service purposes. We also may use your information to assist us in detecting, preventing and addressing technical issues.
  • Customization: To tailor the content and information that we may send or display to you, to offer location customization, and personalized help and instructions, and to otherwise personalize your experiences while using the Services.
  • Advertising and Marketing: To send you news and email marketing about our products and services. To assist us in advertising on our and other websites, mobile apps, and other online services, and to evaluate the success of our advertising campaigns through unaffiliated channels (including our online targeted advertising and offline promotional campaigns).
  • Analytics and Administration: To audit and better understand how users access and use our Services, both on an aggregated and individualized basis. For example, we will evaluate which features of our Site and App are more (or less) used by users, and we will use this information to perform research or analysis for technological development and demonstration.
  • Surveys and Questionnaires: To administer surveys and questionnaires, such as for market research or customer satisfaction purposes.
  • Legal Compliance: To comply with legal obligations, as part of our general business operations, and for other business administration purposes.
  • Protection of Us and Others: Where we believe necessary to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety of any person, or violations of our Terms of Service or this Policy. To detect security incidents, debug, or identify and repair issues in our Site, App, or Services.

How We Share Your Information

We may share your information, including personal information, as follows:

  • Service Providers. We disclose the information we collect from you to service providers, contractors or agents who perform functions on our behalf. These service providers include entities that host our Site and App, provide IT support services, provide service-related communications, including text messages, process payments, or provide marketing or data analytics services.
  • Stellar Pros. We disclose your information to service professionals as necessary to complete requested repairs.
  • Building Owners/Managers. If you are a Stellar Pro, we provide information about you and the repair to the building owner/manager who may also provide it to the Tenant.
  • Survey Responses. We may share the results of surveys and questionnaires that Tenants complete with our Customers or Stellar Pros, and we may share the results of surveys and questionnaires that Stellar Pros complete with our Customers.

We also disclose information in the following circumstances:

  • Business Transfers. If (i) we or our affiliates are or may be acquired by, merged with, or invested in by another company, or (ii) if any of our assets are or may be transferred to another company, whether as part of a bankruptcy or insolvency proceeding or otherwise, we may transfer the information we have collected from you to the other company. As part of the business transfer process, we may share certain of your personal information with lenders, auditors, and advisors, including attorneys and consultants.
  • In Response to Legal Process. We disclose your information to comply with the law, a judicial proceeding, court order, or other legal process, such as in response to a court order or a subpoena.
  • To Protect Us and Others. We disclose your information when we believe it is appropriate to do so to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the safety of any person, violations of our Terms of Service or this Policy, or as evidence in litigation in which we are involved.
  • Aggregate and De-Identified Information. We share aggregate, anonymized, or de-identified information about users with other entities for marketing, advertising, research or similar purposes.

We do not share information with third parties for their own direct marketing purposes.

Our Use of Cookies and Other Tracking Mechanisms

We and our service providers use cookies, pixel tags, and other tracking mechanisms to track information about your use of our Site, App, or Services. We may combine this information with other personal information we collect from you (and our service providers may do so on our behalf). In addition, we may collect and record information about you and your user session, your device(s) and your activities, including keystrokes, clicks and scrolling activity, using cookies, pixels, and other trackers (some of which are operated by third parties). We may share that information with third parties who use session replay and other tracking technologies. We and these third parties use these technologies to analyze and improve performance, to understand more about users and their interactions, and for our customer support and similar purposes.

Cookies

Cookies are alphanumeric identifiers that we transfer to your device’s hard drive through your web browser for record-keeping purposes. Some cookies allow us to make it easier for you to navigate our Site, App and Services, while others are used to enable a faster log-in process or to allow us to track your activities at our Site, App and Service. There are two types of cookies: session and persistent cookies.

Pixel Tags

Pixel tags (sometime called web beacons or clear GIFs) are tiny graphics with a unique identifier, similar in function to cookies. While cookies are stored locally on your device, pixel tags are embedded invisibly within web pages and online content. We may use these, in connection with our Services to, among other things, track the activities of users, and help us manage content and compile usage statistics. We may also use these in our emails to let us know when they have been opened or forwarded, so we can track response rates and gauge the effectiveness of our communications.

Disabling Cookies

Most web browsers automatically accept cookies, but if you prefer, you can edit your browser options to block them in the future. The Help portion of the toolbar on most browsers will tell you how to prevent your computer from accepting new cookies, how to have the browser notify you when you receive a new cookie, or how to disable cookies altogether. Visitors to our Site and Services who disable cookies will be able to browse certain areas, but some features may not function.

Analytics

We use automated devices and applications, such as Google Analytics, which are operated by third-party companies, to collect and evaluate usage data about our Site, App and Services. We use these tools to help us improve our Site’s and App’s performance and enhance user experiences. The third-party entities operating these tools may use cookies and other tracking technologies, such as web beacons or pixels, to perform their services. To learn more about Google’s privacy practices, please review the Google Privacy Policy at https://www.google.com/policies/privacy/. You can also download the Google Analytics Opt-out Browser Add-on to prevent your data from being used by Google Analytics at https://tools.google.com/dlpage/gaoptout.

Do-Not-Track

Currently, our systems do not recognize browser “do-not-track” requests. You may, however, disable certain tracking as discussed in this section (e.g., by disabling cookies). You also may opt-out of targeted advertising by following the instructions in the Third-Party Advertising section.

Third-Party Advertising

We work with third-party ad networks, analytics, marketing partners, and others (“third-party ad companies”) to personalize content and display advertising within our Services, as well as to manage our advertising on third-party sites. We and these third-party ad companies may use cookies, pixels tags, and other tools to collect browsing and activity information within our Services (as well as on third-party sites and services), as well as IP address, unique ID, cookie and advertising IDs, and other online identifiers. We and these third-party ad companies use this information to provide you more relevant ads and content within our Services and on third-party sites, and to evaluate the success of such ads and content. You can control how participating third-party ad companies use the information that they collect about your visits to our Services, and those of third parties, in order to display more relevant targeted advertising to you. If you are in the U.S., you can obtain more information and opt out of receiving targeted ads from participating third-party ad networks at aboutads.info/choices (Digital Advertising Alliance). Opting out of participating third party ad networks does not opt you out of being served advertising. You may continue to receive generic or “contextual” ads on our Services. You may also continue to receive targeted ads on other websites, from companies that do not participate in the above programs.

Our Site, App and Services may contain links to unaffiliated websites. Any access to and use of such linked websites is not governed by this Policy, but instead is governed by the privacy policies of those websites. We are not responsible for the information practices of such websites.

Security of My Personal Information

We have implemented reasonable precautions to protect the information we collect from loss, misuse, and unauthorized access, disclosure, alteration, and destruction. Please be aware that despite our efforts, no data security measures can guarantee security.

You should take steps to protect against unauthorized access to your password, phone, and computer by, among other things, signing off after using a shared computer, choosing a robust password that nobody else knows or can easily guess, and keeping your log-in and password private. We are not responsible for any lost, stolen, or compromised passwords or for any activity on your account via unauthorized password activity.

Access To My Personal Information

You may modify or update personal information that you have submitted by contacting your Account Manager or Customer Experience representative.

Children Under 13

Our Services are not designed for children under thirteen (13), and we do not knowingly collect personal information from children. If you are a parent or legal guardian and you believe we have collected your child’s information in violation of applicable law, please contact us using the contact information below.

Contact Us

If you have questions about the privacy aspects of our Services, please contact us by email (privacy@mystellar.com); through our Site (https://mystellar.com/); by telephone (1-972-982-7188); or by postal mail (14901 Quorum Drive, Suite 900, Dallas, TX, 75254).

Changes to this Policy

This Policy is current as of the Effective Date set forth above. We may change this Policy from time to time, so please be sure to check back periodically. We will post any changes to this Policy on our Site and App. If we make any changes to this Policy that materially affect our practices with regard to the personal information we have previously collected from you, we will endeavor to provide you with notice in advance of such change by highlighting the change on our Site or within the Services.