PRIVACY POLICY

How we collect, use, and keep information — including what happens when you call us and an AI assistant answers.

Effective date: 2026-08-06

1. Who we are

Those Guys LLC, doing business as Those Guys Mold, is a licensed mold and water-damage remediation company serving Miami-Dade, Broward, and Palm Beach counties, with 24/7 emergency response available in Miami-Dade County. This policy explains what information we collect about you, why, how long we keep it, and what you can ask us to do with it.

If you have a question about anything here, contact us at care@thoseguysmold.com or 305-502-9601.

2. Information we collect

Most of what we hold about you comes from you contacting us — usually by phone.

What	Where it comes from	Notes
Call audio	Inbound calls to our phone line	The full call, including any portion transferred to a human. Stored on our own systems and removed from our telephone provider once we have retrieved it.
Call transcripts	Speech-to-text of the call audio	Sent to our staff internally so we can act on your request.
Your phone number	Caller ID	We do not use your phone number or area code to infer where you are located.
Lead details	Extracted from the call — name, address, the problem, a callback number	Drafted automatically from the call, then reviewed by a person.
Service address	What you tell us	Used to determine whether the property is in our service area.
Health-related statements	Volunteered by you during a call	See section 6 — we treat this as the most sensitive information we hold.
Partner registration details	Our partner portal signup	Name, organization, email, phone.
Consent records	Portal signup and customer intake	Which version of which text you agreed to, when, from what IP address, and in what language.

3. How we use it

To answer your call, understand the problem, and route it to the right person.
To determine whether your property is inside our service area.
To schedule and carry out work, and to keep an accurate record of the job.
To follow up with you about your enquiry or job.
To keep proof that consent was given where consent is what makes the processing lawful.

4. Calls are answered by an AI assistant

When you call us, an AI assistant may answer. It identifies itself as an automated assistant at the start of the call.

Here is what it does and does not do:

It makes routing decisions — connecting you to a person, taking your details, or telling you that your address is outside our service area.
Whether an address is in our service area is decided by a fixed lookup, not an AI guess, and it does not use your area code as a location signal.
Notes and follow-up drafts are AI-structured. Anything customer-facing is reviewed and approved by a person before it is sent to you.
No automated decision produces a legal or similarly significant effect on you without a person being involved.

You can ask to speak to a person at any point in the call.

5. Recording and how long we keep things

Recordings and transcripts are kept for different lengths of time

This is the part people most often misread, so we are stating it plainly: deleting the recording does not delete the transcript.

Those Guys Mold generally seeks to retain recordings for approximately 90 days unless a longer retention period is reasonably necessary for legal, contractual, dispute-resolution, fraud prevention, security, insurance, or other legitimate business purposes.
Transcripts and the notes derived from them are business records. They are kept with the job file and are not on the 90-day clock.
Consent records are kept for the life of our relationship with you and afterwards, because they are the evidence that we were permitted to do what we did. Deleting them would destroy that evidence.

6. Health-related information

People calling about mold very often mention symptoms — a cough, asthma, a child's breathing — without being asked. We do not ask for this and we cannot stop you from telling us, but it means we may hold health-related statements about identifiable people, within a recording.

We want to be straight about this rather than let it hide inside the words "call recording":

Those Guys Mold is not a healthcare provider and this is not a medical record.
It is nonetheless the most sensitive category of information we hold, and it sits in the same store as the rest of the call audio.
You are never required to share health information to get a quote or to have work done.

7. We do not train AI on your recordings

We do not use recordings, transcripts, or derived notes to train artificial intelligence models.

Those Guys Mold contracts with service providers that are expected to process Customer Information only to provide contracted services and not to use Customer Information to train publicly available or general-purpose AI models on Those Guys Mold's behalf except as disclosed and, where required, with applicable consent.

We do use recordings and transcripts internally, and we would rather name those uses than leave them to your imagination. Internal use is limited to: quality assurance, employee coaching, prompt refinement, AI-assisted workflow improvement, customer experience improvement, legal compliance, and fraud prevention. Anything outside that list requires a change to this policy. A person — not a system — remains responsible for customer-facing and legally significant decisions.

8. Who else touches your information

We use a small number of service providers to operate the phone line and our systems. They process information on our behalf and under contract:

Telephony — carries the call.
Speech-to-text — converts call audio into a transcript.
Language model provider — powers the assistant that handles the call and structures notes.
Hosting — runs the servers our systems and stored recordings sit on.

We do not sell your information, and we do not share it for anyone else's advertising.

9. Partner referrals

If a partner referred you to us, we may share limited status information about your job back to that partner — enough for them to know the referral was handled. This happens only with your consent, and you can withdraw that consent at any time without affecting the work we do for you.

10. Your choices and rights

You can ask us to:

Tell you what we hold about you.
Correct anything that is wrong.
Delete what we hold, where we are not required to keep it.
Withdraw a consent you previously gave.

Withdrawing consent has to be easy, so we have made it easy. One action, effective immediately. You will not be asked to open a support ticket, justify the request, or sit through an attempt to talk you out of it.

To exercise any of these, contact care@thoseguysmold.com or call 305-502-9601.

11. Changes to this policy

If we change this policy in a way that materially affects what we do with your information, we will update the effective date above and, where it matters, tell you directly.

12. Contact

Those Guys LLC, doing business as Those Guys Mold
Email: care@thoseguysmold.com
Phone: 305-502-9601