Privacy Policy

1. About FieldReel & What We Do

FieldReel is a field-operations platform for service franchises and their networks. The Service exists to help franchisees, franchisors, technicians, and back-office staff run day-to-day operations and produce a defensible record of the work performed. Core capabilities include:

• Dispatch & jobs. Booking, scheduling, technician routing, status tracking, on-site check-in/check-out, and job-completion records.
• Inventory & assets. Parts, products, vendors, vehicles, locations, and territory management.
• Field documentation (photos & notes). Before/during/after photos, technician notes, and job artifacts captured for proof-of-work, quality control, dispute resolution, training, and warranty purposes.
• Quoting, invoicing & payments. Quote links, invoices, customer-facing booking pages, and payments processed through Stripe (see Section 6).
• Voice & communications. Inbound/outbound voice handling, call recording (where lawful and disclosed), transcripts, and customer-contact workflows.
• Network sharing among FieldReel users. Where a user explicitly approves it, documentation may be shared with other FieldReel users in the same operating network — for example, with the user's franchisor, with peer franchisees, or with authorized administrators within the same brand.
• Reporting & insights. Operational analytics for the user's own business.
• Public API. A franchisee-scoped API at /api/v1/* for first-party integrations the user authorizes.

FieldReel is the operator and processor of the Service. For documents that legally require independent custody — such as customer releases, technician likeness releases, and click-wrap acceptances of these Terms — FieldReel issues, signs, and delivers the executed document and retains only a cryptographic hash, signature, and receipt for verification. The user is the document custodian.

FieldReel is a passive management platform — not a publisher. Locations, franchisees, technicians, and other authorized users are the publishers and information-content providers of the Content they capture, upload, share, or release through the Service. FieldReel does not own any rights in user Content, does not pre-screen Content, does not validate consents or releases, and is not a party to disputes arising from any user's capture, sharing, or release of Content. The location, franchisee, or user that uploads or shares Content is solely responsible and solely liable for that Content, including for obtaining all consents and releases, complying with photography/recording/two-party-audio laws, complying with privacy and child-protection statutes, clearing trademarks, and meeting any franchise-agreement or brand-standards requirement. See Section 6A of the Terms of Service for the full allocation of responsibility and liability for Content.

2. Information We Collect

We collect information you provide directly to us, information collected automatically as you operate the Service, and information generated by the Service in the course of documenting your work. This includes:

• Account & profile data: name, email, phone, business name, role, franchise affiliation, and authentication credentials.
• Operational data: jobs, dispatch records, schedules, customer contacts, locations served, inventory items, vendor records, quotes, and invoices.
• Field documentation: photos, videos, technician notes, timestamps, and (where the device permits and the user consents) coarse location metadata associated with the job.
• Payment & payout data: billing details, bank-account information for payouts, and tax-identification numbers — processed by Stripe (see Section 6).
• Communications: voice-call audio (where lawful and disclosed), transcripts, SMS, and in-app messages handled through the Service.
• Device, log & analytics data: IP address, browser/device identifiers, session activity, and cookies used to operate, secure, and improve the Service.
• Legal-acceptance data: timestamp, IP address, user-agent, and cryptographic receipt of your acceptance of these Terms and this Privacy Policy.

3. How We Use Your Information

We use the information we collect strictly to operate the Service for you, namely to:

• Run dispatch, jobs, scheduling, inventory, quoting, invoicing, payouts, and reporting;
• Capture and preserve field documentation as proof of work, for dispute resolution, quality control, training, and warranty claims;
• Authenticate users, enforce permissions, secure the platform, and prevent abuse;
• Send transactional and service-related communications (e.g., job notifications, receipts, password resets, legal-update notices);
• Comply with legal, tax, and regulatory obligations;
• Diagnose and improve the Service, in aggregate and de-identified form wherever possible.

We do not sell or rent your personal data. We do not use your personal data, customer photos, or job records to train third-party AI models without your express, separate authorization.

4. What FieldReel Does Not Do

To remove any ambiguity:

• FieldReel does not post your Content to social media. We do not publish, syndicate, or distribute your photos, videos, names, customer information, or job records to Facebook, Instagram, TikTok, X/Twitter, YouTube, LinkedIn, Google Business Profile, or any other public-facing channel on our own behalf or on yours.
• FieldReel is not a marketing service. Marketing, advertising, promotional, and public-relations uses of Content are not default functions of the Service. See Section 8 for the limited, opt-in, franchisee-driven workflow under which a franchisee — not FieldReel — may elect to use approved Content for marketing through its own marketing staff or third-party agency.
• FieldReel does not sell personal information. We do not exchange personal information for monetary or other valuable consideration.
• FieldReel does not custody legal documents or signed releases on your behalf. When the Service generates a customer consent, technician likeness release, or click-wrap acceptance, the executed document is sealed, hashed, and delivered to the relevant party. We retain only the hash, signature, and receipt necessary to verify authenticity. The user is the document custodian. See /verify.

5. Data Sharing & Sub-Processors

We share data only with trusted third-party service providers necessary to operate the Service. Our key sub-processors include:

• Supabase — database, authentication, and file storage.
• Stripe, Inc. — payment processing and Stripe Connect payouts (see Section 6).
• Cloud infrastructure — Vercel, Railway, and Google Cloud for hosting, queuing, and AI inference used inside the Service.
• Communications providers — email and voice/SMS providers used to deliver transactional messages and call handling.

We require all sub-processors to maintain appropriate technical and organizational data-protection standards and to process data only on our documented instructions.

6. Payment Processing (Stripe)

FieldReel uses Stripe, Inc. as its third-party payment processor. When you connect a payout account, make a payment, or activate a Stripe Connect account through our platform, you are subject to Stripe's Services Agreement and Stripe's Privacy Policy.

We share data necessary to facilitate payments with Stripe, including your name, business details, bank account information, and tax identification numbers. FieldReel is not a bank and does not hold or custody funds. Stripe processes and stores this financial data in accordance with their policies and applicable financial regulations (US: FinCEN, IRS 1099-K reporting; Canada: FINTRAC, CRA GST/HST treatment of platform-split payments).

7. Photos & Videos Captured During Service (“Field Content”)

Photos, videos, and notes captured by technicians during service calls are collectively referred to as “Field Content.” Field Content is collected for documentation purposes — proof of work, quality control, dispute resolution, training, and warranty claims — and is processed under that legal basis (legitimate interest / contractual necessity, with PIPEDA-equivalent express consent collected through the Service's customer consent flow where required).

FieldReel itself does not publish Field Content. No documentation consent is treated as authorization for marketing, social-media, or public-facing use.

Ownership and liability for Field Content rest with the capturing user. The location, franchisee, or technician that captures, uploads, shares within the FieldReel network, or releases Field Content is the owner of the Content and is solely responsible and solely liable for it, including for obtaining customer and technician consents, complying with photography and recording laws (including two-party-audio jurisdictions), respecting child-privacy and BIPA-style biometric statutes, clearing third-party trademarks, and meeting franchisor brand-standards requirements. FieldReel acquires no ownership of Field Content and disclaims responsibility for the substance of Field Content and for any third-party claim arising from its capture, sharing, or release. See Section 6A of the Terms of Service.

8. Optional, Opt-In Marketing Use by Franchisees (Limited)

FieldReel offers an optional, separate, opt-in workflow under which a franchisee may flag specific Field Content for marketing or promotional use by the franchisee itself or a third-party marketing provider the franchisee engages (for example, the franchisor's in-house marketing team or an authorized advertising agency). This workflow is governed by Section 7 of the Terms of Service and requires all of the following before any such use:

• An express, separate, granular marketing release from the depicted customer (collected through the Service's customer consent flow — documentation consent does not, by itself, authorize marketing use);
• A technician likeness release for any technician depicted by face, voice, name, or other identifiable likeness;
• Pre-publication review by the publishing franchisee to obscure or remove third-party-identifying information (faces of bystanders, minors, license plates, addresses, mail, neighboring windows);
• Compliance with state, provincial, and federal advertising, photography, and recording laws.

FieldReel does not publish Content on a franchisee's behalf. Where a franchisee elects to engage a third-party marketing provider through or alongside the Service, that engagement is governed by a separate agreement directly between the franchisee and the provider; FieldReel acts solely as a platform connector and does not warrant the marketing services delivered, the trademark-clearance practices of the provider, or the lawfulness of any specific publication.

9. If You Are Depicted in Field Content

If you appear in Field Content — as a customer receiving service, as a technician performing work, or as another person captured incidentally — you have the following rights regardless of where you live:

• Right to know. Request a copy of all Field Content depicting you and a list of the FieldReel users (within the network) and, where applicable, marketing channels in which it has been used.
• Right to correct. Request correction of any associated metadata (your name, the service description, etc.).
• Right to withdraw network-sharing approval. Withdraw approval for Field Content depicting you to be shared with other FieldReel users in the network at any time. Within thirty (30) days, the publishing user and the receiving network users will cease ongoing access; we cannot guarantee the deletion of copies already exported by recipients.
• Right to withdraw marketing consent. If you previously granted a separate marketing release under Section 8, you may withdraw it at any time. Within thirty (30) days, the publishing franchisee and any authorized third-party marketing provider will cease use in active marketing channels under their control. We cannot guarantee removal of Content that has been screenshotted, copied, or republished by third parties prior to withdrawal.
• Right to deletion. Request deletion of Field Content depicting you, subject to a documented business need to retain non-marketing records for dispute resolution, warranty, or legal hold.
• Right to object. You may object to any specific use of Content depicting you for any reason, and we will treat such objection as a withdrawal of consent for that item.

Minors. We do not knowingly publish identifiable images of minors under 18 in any marketing-released Field Content without verifiable parental or guardian consent on file. Default behavior is to obscure all minors in any Content flagged for the optional Section 8 marketing flow.

To exercise any of these rights, contact legal@fieldreel.com. We respond within 30 days under PIPEDA and within 45 days under CCPA/CPRA. Quebec residents have additional rights under Law 25 (formerly Bill 64) and may contact our Privacy Officer at the same address.

10. Data Retention & Security

We retain your personal data for as long as your account is active or as needed to provide the Service, comply with legal obligations, resolve disputes, and enforce agreements. We implement industry-standard technical and organizational security measures, including encryption in transit (TLS), encryption at rest, role-based access control, audit logging, and Ed25519-sealed receipts for click-wrap legal acceptances. No method of transmission or storage is 100% secure, and we do not warrant absolute security.

11. Canadian Privacy Rights (PIPEDA)

For users in Canada, FieldReel complies with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy statutes (including Quebec's Law 25). You have the right to:

• Access the personal information we hold about you;
• Correct inaccurate or incomplete information;
• Withdraw consent to data collection (subject to legal and contractual restrictions);
• File a complaint with the Office of the Privacy Commissioner of Canada (OPC) at priv.gc.ca, or with the Commission d'accès à l'information du Québec for Quebec residents.

Data may be processed and stored on servers located in the United States. By using the Service, you consent to this cross-border transfer in accordance with PIPEDA Schedule 1, Principle 7. We ensure appropriate contractual protections are in place for such transfers.

12. California Privacy Rights (CCPA/CPRA)

For California residents, you have the following rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA):

• The right to know what personal data we collect and how it is used;
• The right to delete your personal data;
• The right to correct inaccurate personal data;
• The right to opt out of the “sale” or “sharing” of personal data.

FieldReel does not sell personal data. To exercise your rights, contact legal@fieldreel.com. We will not discriminate against you for exercising your CCPA rights.

13. Limitation of Liability

To the maximum extent permitted by applicable law, FieldReel's aggregate liability for any claim arising from your use of the Service shall not exceed the greater of: (a) the total amount you paid to FieldReel in the twelve (12) months preceding the claim, or (b) CAD $100.

FieldReel is not liable for indirect, incidental, consequential, or punitive damages arising out of your use of the Service. Nothing in these terms limits liability for fraud, gross negligence, intentional misconduct, or any liability that cannot be excluded by applicable law, including provincial consumer protection statutes.

14. Indemnification

You agree to defend, indemnify, and hold harmless FieldReel and its affiliates, directors, employees, and agents from and against any claims, damages, obligations, losses, and expenses (including reasonable attorney's fees) arising from: (a) your use of the Service; (b) your violation of these terms; or (c) your violation of any third-party right, including any copyright, privacy, or intellectual property right.

15. Changes to This Policy

We may update this Privacy Policy from time to time. For material changes, we will notify you by email at least 14 days before the changes take effect, and the next time you sign in we will request fresh click-wrap acceptance of the revised version. The updated policy will be posted on this page with a revised effective date and version. Your continued use of the Service after the effective date constitutes acceptance of the revised Policy.

16. Contact

For privacy inquiries or to exercise your rights, contact our Privacy Officer at: legal@fieldreel.com