Privacy Policy

1. Introduction

Call and Crawl is a product operated by Illumination Lab LLC, a limited liability company organized under the laws of the State of Florida, doing business as “Call and Crawl” (“Call and Crawl,” “we,” “us,” or “our”). This Privacy Policy explains what personal information we collect through the Call and Crawl website, marketing materials, and white-labeled SaaS platform (collectively, the “Service”), how we use that information, how we share it, and the rights and choices you have with respect to it.

By using the Service, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with it, do not use the Service.

2. Who this policy applies to

The Service is intended for use by pest control companies, business owners, operators, and their authorized employees and contractors. The Service is a business-to-business tool. It is not directed at children under the age of 16, and we do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, contact privacy@callandcrawl.com and we will promptly delete it.

3. Information we collect

We collect information in the following categories:

• Account and contact information — name, business name, email address, billing address, phone number (if provided), and payment information (processed by our payment processor; we do not store full card numbers).
• Form submissions — information you submit through our contact forms, newsletter signups, lead magnet downloads, revenue calculator, and any other website form. Every form submission includes the page URL, a timestamp, the form identifier, and the source site identifier so we can route the lead to the correct workflow.
• Platform usage data — information about how you use the Service, including pages visited, features accessed, clicks, session duration, device and browser type, IP address, and referring URL.
• Cookies and similar technologies — we and our service providers use cookies, web beacons, and similar technologies to recognize your browser, remember preferences, measure performance, and deliver relevant content. See Section 8 for details.
• Voice AI call recordings and transcripts — when you or your customers use the Voice AI feature, inbound and outbound calls may be recorded and transcribed. These recordings and transcripts are stored against the corresponding contact record in your CRM and are used to deliver the Service (booking the appointment, updating the CRM, sending the confirmation text, and enabling review and quality assurance).
• Conversation AI messages and transcripts — when you or your customers use the Conversation AI feature across web chat, SMS, email, Facebook Messenger, Instagram DMs, WhatsApp, or Google Business messages, the messages exchanged are stored in the unified inbox and used to deliver the Service.
• Contact list and customer data — if you are a Call and Crawl customer, you may upload or sync your own pest control customer list, service history, notes, photos, documents, and other business data. You are the controller of that data; we process it on your behalf to deliver the Service.
• Communications with us — emails, support tickets, demo bookings, and any other correspondence.

4. How we use the information we collect

We use the information we collect to:

• Deliver, maintain, and improve the Service (including Voice AI, Conversation AI, CRM, scheduling, and marketing features);
• Process payments, invoices, and subscription renewals;
• Respond to your inquiries, demo requests, and support questions;
• Send operational communications (account, billing, security, service-change notices);
• Send marketing communications, subject to your opt-in and opt-out rights;
• Personalize content and recommendations;
• Detect, prevent, and respond to fraud, abuse, and security issues;
• Comply with legal obligations and enforce our Terms of Service;
• Train, monitor, and improve AI model performance (using aggregated and de-identified usage data where possible).

5. Legal bases for processing (GDPR)

If you are in the European Economic Area, the United Kingdom, or Switzerland, we rely on one or more of the following legal bases to process your personal information:

• Contract — where processing is necessary to enter into or perform a contract with you (for example, delivering the Service to you as a paying customer).
• Legitimate interests — where processing is necessary for our legitimate interests (for example, improving the Service, securing our systems, preventing fraud), balanced against your rights.
• Consent — where you have given us consent (for example, to receive marketing emails), which you can withdraw at any time.
• Legal obligation — where processing is necessary to comply with law.

6. How we share information

We share personal information only in the following circumstances:

• Service providers and subprocessors — we use third parties to operate the Service. These include (but are not limited to) our hosting provider, payment processor (Stripe), telephony provider (Twilio and/or LC Phone), CRM and automation infrastructure provider (GoHighLevel/HighLevel), email delivery provider, analytics provider, and error-monitoring provider. Each is contractually obligated to protect your information and use it only to deliver services to us.
• Business transfers — if Call and Crawl or Illumination Lab LLC is acquired, merged, or sells assets, your information may be transferred as part of that transaction, subject to the terms of this Privacy Policy.
• Legal requirements — we may disclose information if required by law, subpoena, court order, or other legal process, or if we believe disclosure is necessary to protect the rights, property, or safety of Call and Crawl, our customers, or others.
• With your direction — we share information with third parties at your explicit direction (for example, when you connect a third-party integration to your account).

We do not sell your personal information for money. Under some US state privacy laws, the term “sale” has a broader meaning that can include certain advertising-related data sharing; see Section 11 for details.

7. Data retention

We retain personal information for as long as your account is active, as needed to provide the Service, or as required to comply with our legal obligations, resolve disputes, and enforce agreements. Voice AI call recordings and Conversation AI transcripts are retained in your CRM for as long as your account is active; you can delete individual records from your CRM at any time. Upon account termination, we delete or de-identify personal information in accordance with our internal retention schedule and applicable law, typically within 90 days, except where longer retention is legally required.

8. Cookies and similar technologies

We use the following types of cookies:

• Strictly necessary cookies — required for the site to function (for example, session cookies, load balancing). These cannot be disabled through the site.
• Performance and analytics cookies — help us understand how visitors use the site so we can improve it.
• Functional cookies — remember your preferences and personalize your experience.
• Advertising cookies — used by our advertising partners to show you relevant ads on other sites.

You can control cookies through your browser settings. Most browsers allow you to refuse or delete cookies. Note that disabling cookies may limit site functionality.

9. Data security

We implement reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, disclosure, alteration, and destruction. No system is 100% secure; we cannot guarantee absolute security. If we learn of a security breach affecting your information, we will notify you in accordance with applicable law.

10. Your rights under GDPR

If you are in the European Economic Area, the United Kingdom, or Switzerland, you have the right to:

• Access the personal information we hold about you;
• Request correction of inaccurate or incomplete information;
• Request deletion of your personal information (the “right to be forgotten”);
• Restrict or object to certain processing;
• Receive a portable copy of your information;
• Withdraw consent at any time, where processing is based on consent;
• Lodge a complaint with your local data protection authority.

To exercise any of these rights, contact privacy@callandcrawl.com. We will respond within 30 days.

11. Your rights under US state privacy laws

If you are a resident of California, Virginia, Colorado, Connecticut, Utah, Texas, Oregon, or Montana, you have certain rights under your state’s privacy law, which may include:

• The right to know what personal information we collect, use, disclose, and (where applicable) sell or share;
• The right to access a portable copy of your personal information;
• The right to correct inaccurate personal information;
• The right to delete personal information we have collected from you, subject to exceptions;
• The right to opt out of the sale or sharing of personal information for targeted advertising purposes;
• The right to opt out of certain profiling decisions;
• The right not to be discriminated against for exercising your rights.

California residents may exercise their rights under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA). Virginia residents may exercise rights under the Virginia Consumer Data Protection Act (VCDPA). Colorado residents may exercise rights under the Colorado Privacy Act (CPA). Connecticut residents may exercise rights under the Connecticut Data Privacy Act (CTDPA). Utah residents may exercise rights under the Utah Consumer Privacy Act (UCPA). Texas residents may exercise rights under the Texas Data Privacy and Security Act (TDPSA). Oregon residents may exercise rights under the Oregon Consumer Privacy Act (OCPA). Montana residents may exercise rights under the Montana Consumer Data Privacy Act (MCDPA).

To exercise any of these rights, submit a request to privacy@callandcrawl.com. We will verify your identity before responding. You may designate an authorized agent to submit a request on your behalf; we will require the agent to provide proof of your permission and may still verify the request directly with you.

12. International data transfers

Call and Crawl is based in the United States. If you access the Service from outside the United States, your information will be transferred to, stored, and processed in the United States and any other country in which our service providers maintain facilities. By using the Service, you consent to this transfer. Where required by law, we use appropriate safeguards (such as Standard Contractual Clauses) for cross-border transfers.

13. Marketing communications and unsubscribe

You may opt out of marketing emails at any time by clicking the unsubscribe link in any email we send, or by emailing privacy@callandcrawl.com. Opt-out does not affect transactional, account, or legally-required communications.

14. Third-party links and services

The Service may contain links to third-party websites, products, or services. This Privacy Policy does not apply to those third parties. We are not responsible for their privacy practices; review their privacy policies directly.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify you by email (if we have your address on file) or by posting a prominent notice on the Service. The “Effective date” at the top of this page reflects the most recent update.

16. Contact us

For privacy-related questions or requests, contact:

Illumination Lab LLC
d/b/a Call and Crawl
Privacy inquiries: privacy@callandcrawl.com
Legal notices: legal@callandcrawl.com

Written notices may also be delivered to our registered agent on file with the Florida Division of Corporations.