Privacy Policy

2. Information we collect and use

Customer, resident, and website information. We collect information you provide, such as your name, email address, phone number, service address or area, account and sign-in information, service inquiries, job descriptions, and communications. We maintain appointment, service, and transaction records. We use this information to operate accounts, arrange and provide services, process payments, and respond to support requests.

Stellar Pro information. When you apply or onboard, we collect contact information, city or service area, trade, referral information you provide, licenses, tax information, and other information you supply for screening and onboarding. We also collect account and sign-in information, assigned work-order information, and work updates. We use this information to evaluate and onboard Pros, manage accounts and assigned work, administer the Pro relationship and payments, and meet applicable obligations.

Information from others. Property owners and managers may provide resident names, addresses, contact details, and repair requests. Stellar Pros provide work updates and documentation. We use this information to arrange, perform, and communicate about the related service.

Photos and videos. We collect photos and videos customers and Pros submit with job requests, work updates, or service communications. We use them to assess requests, coordinate and document work, and address related support or claims. Device permissions apply when a feature uses your camera or photo library.

Customer payments. Stripe processes customer payments. Stellar stores Stripe payment tokens rather than full payment card numbers, together with relevant billing and transaction records. Stripe’s handling of payment information is also described in its privacy policy.

Technical and usage information. We collect device type, operating system, browser information where applicable, IP address, account or device identifiers, notification tokens, pages or screens viewed, interactions, and usage dates and duration. We use this information to operate, secure, troubleshoot, and improve the Services and send enabled notifications. An IP address may also indicate an approximate geographic area.

Communications and feedback. We use contact information for service communications and may send news or promotions about Stellar, subject to applicable consent requirements. We collect survey responses and other feedback you choose to provide to improve our services and address concerns. We do not record calls.

3. Location information

myStellar customer app. With your permission, myStellar accesses your device location while you are using the app to customize service information for your location. The location available to us depends on your device and permission settings. We do not collect the customer’s device location in the background.

Stellar Pro technician app. With your permission, Stellar Pro collects precise device location during active jobs or shifts, including while the app is in the background, to coordinate assigned work and provide technician-location and arrival updates. Tracking stops when the active job or shift ends.

Customer map and ETA. The myStellar app can display the assigned technician’s approximate location and estimated arrival time on a live map. This uses the technician’s location information; it does not require background tracking of the customer’s device.

You can change location permissions in your device settings. Doing so may affect features that use location. A service address you provide is separate from device location permissions.

4. How we share information

Service participants. We share information needed for the work with the assigned Stellar Pro and the customer, resident, or authorized property owner or manager involved. This can include contact details, service addresses, job descriptions, job photos and videos, work updates, and relevant feedback. Customers can receive the assigned technician’s approximate location and ETA as described above.

Service providers. We use providers for hosting and storage, IT support, payment processing, notifications, messaging, and analytics. Tools used in operating our Services include Stripe, Google notification services, OneSignal, Twilio, Google Analytics, BigQuery, and Metabase. The information processed depends on the provider’s role and the website or app features involved; not every tool is used in every app.

We require third parties receiving personal information from our apps to provide the same or an equivalent level of protection as described in this policy and required by applicable app-store rules.

Legal, safety, and business matters. We may disclose relevant information to comply with law or legal process, investigate fraud or security issues, protect people or legal rights, or in connection with a merger, financing, sale, or other business transfer, subject to applicable privacy obligations. This may include disclosure to professional advisers supporting those matters.

5. Cookies, analytics, and advertising

We and our service providers use cookies and similar technologies on the website and related web features for account functions, usage analysis, and service improvement. Analytics tools, including Google Analytics, help us understand how people use our website and apps. App analytics may use app or device identifiers rather than browser cookies.

You can manage browser cookies through your browser settings. Blocking cookies may affect website features and does not necessarily control data collection within our apps. Device permissions and the privacy-request options below provide additional controls.

We do not use personal information for targeted advertising or share it with third parties for their own direct marketing. Promotional communications about Stellar are subject to the choices described below.

6. Retention and account deletion

We retain personal information for the purposes described in this policy. Retention depends on the account or service relationship, information needed to complete and document services or Pro work, and applicable legal requirements.

You can request deletion of your myStellar or Stellar Pro account through the form on our account-deletion webpage or by emailing privacy@mystellar.com. The webpage does not require you to install or sign into either app. The form asks for the email address or phone number linked to your account and a contact email address. myStellar customers can also use the account-deletion option within the myStellar app.

Submitting the form begins a deletion request; it does not immediately delete your account. We use the information you submit to identify the account, verify the request, and communicate with you about deletion. Deleting the app from your device does not delete your account.

Account deletion includes the account and associated personal information, such as profile information, submitted job photos and videos, and stored location information. We may retain only records we are legally required to keep, such as applicable tax or accounting records.

We may verify a request using information associated with the account. If deletion takes additional time, we explain the expected completion time and confirm completion. If information must be retained, we explain the affected categories, the reason, and the retention period or criteria.

7. Your choices and privacy requests

You can manage permissions for location, camera, photos, and notifications in your device settings. To stop promotional emails, use the unsubscribe link. To opt out of text messages, reply STOP. Contact privacy@mystellar.com with questions about communication preferences or to withdraw consent for processing that relies on your consent.

Contact privacy@mystellar.com to request access to, correction of, a copy of, or deletion of your personal information, or to exercise other privacy rights available under applicable law. We handle requests as required by applicable law. You can also ask your Stellar account or customer-experience representative to help route a request.

A property owner or manager may separately maintain and use resident information under its own privacy notice. Where Stellar processes information solely on that organization’s behalf, we handle it under its instructions and applicable obligations. Contact the organization about its own records or practices. This does not exclude personal information Stellar handles for your own myStellar account from this policy or its request options.

8. Security, external links, and children

We use reasonable safeguards designed to protect personal information against loss, misuse, and unauthorized access or disclosure. No security measures provide an absolute guarantee. Protect your account credentials and device, and contact us if you suspect unauthorized account access.

Our Services may link to independent websites or services with their own privacy policies. Their handling of information you provide directly to them is governed by those policies. This does not change the protection requirements above for information Stellar shares from its apps.

Our Services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided personal information, contact privacy@mystellar.com.

9. Updates and contact

We may update this policy and will post the revised version with its revision date. We provide additional notice or obtain consent where required by applicable law.

Privacy contact: Stellar Home Maintenance Inc. — privacy@mystellar.com.

Account deletion: Submit a request online.