CALIFORNIA PRIVACY POLICY

Last Revised on: 05/17/2024

This Privacy Policy for California Residents (“California Privacy Policy”) supplements the information contained in Service Hero’s primary privacy policy. Service Hero (“we,” “us,” or “our”) has adopted this California Privacy Policy in accordance with the notice requirements under the California Consumer Privacy Act of 2018, as amended (“CCPA”), and any terms defined in the CCPA have the same meaning when used in this California Privacy Policy.

This California Privacy Policy is parallel in scope to our privacy policy.

DEFINITIONS SPECIFIC TO THIS POLICY

The CCPA includes definitions for terms specific to this California Privacy Policy that do not apply to Service Hero ’s privacy policy, including the following terms:

“Personal Information” means information that identifies, relates to, describes, is reasonably capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. Personal Information does not include publicly available information obtained from government records; deidentified or aggregated consumer information that cannot be reconstructed to identify you; any information covered under the Gramm-Leach-Bliley Act or the California Financial Information Privacy Act, activities covered by the Fair Credit Reporting Act, or protected health information as defined under the Health Insurance Portability and Accountability Act.

“Sale” or “sell” means selling, renting, releasing, disclosing, disseminating, making available, transferring, or otherwise communicating orally, in writing, or by electronic or other means, a consumer’s personal information by the business to another business or a third party for monetary or other valuable consideration.

“Service Provider” means a sole proprietorship, partnership, limited liability company, corporation, association, or other legal entity that is organized or operated for the profit or financial benefit of its shareholders or other owners, that processes information on behalf of a business and to which the business discloses a consumer’s Personal Information for a business purpose pursuant to a written contract.

“Third Party” means a person or entity who is not a business that collects Personal Information from consumers, as defined in the CCPA, and to whom the business discloses a consumer’s Personal Information for a business purpose pursuant to a written contract.

THE PERSONAL INFORMATION WE COLLECT AND DISCLOSE

The chart below shows the categories of Personal Information we may collect; examples of the type of Personal Information in each category; all types of sources from which each category of Personal Information is collected; the business purpose(s) for which that category of Personal Information is collected; and all types of third parties with whom that category of Personal Information is shared. As this chart shows, we disclose certain Personal Information to third parties for a business purpose. We also sell certain Personal Information to third parties. We do not sell the personal information of minors under 16 years old without affirmative authorization. This information covers the past 12 months.

Categories of Personal Information	Examples:	Types of Sources from which this Category of Personal Information Is Collected	Business Purpose(s) for Collection	Types of Third Parties with Whom this Category of Personal Information Is Sold and/or Disclosed
Unique identifiers	Name, signature, address, telephone email, account name, SSN, DL number, passport number, online identifier, IP address	Website lead forms and point-of-sale (POS) systems	To provide the requested information, products or services Business intelligence and analysis Customer relationship management (CRM) and marketing communications Feedback collection	Digital advertising, social media partners, and data append CRM Call centers
Government ID number	Social security number, passport number, driver’s license or state identification card number	Not collected	N/A	N/A
Physical description	Physical characteristics or description	Not collected	N/A	N/A
Financial information	Bank account number, credit card number, debit card number, or any other financial information	Not collected	N/A	Service Hero does not supply financial information to call centers, but its franchisees may provide it via granted access rights to their POS
Health/medical information	Medical information, or health insurance information	Not collected	N/A	N/A
Insurance information	Insurance policy number, health insurance information	Point-of-sale system	Business intelligence and analysis	N/A
Protected class data	Characteristics of protected classifications under California or federal law, including: race, ancestry, national origin, age (40 years or older), marital status, sex, sexual orientation, medical condition, disability, genetics, and veteran or military status	3rd party data append partner	Business intelligence and analysis	N/A
Purchase history	Commercial information, including records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies	Point-of-sale system	Business intelligence and analysis	CRM Service Hero does not supply financial information to call centers, but its franchisees may provide it via granted access rights to their POS
Biometric data	Imagery of the iris, retina, fingerprint, face, hand, palm, vein patterns, and voice recordings, faceprint, voiceprint, keystroke patterns or rhythms, gait patterns or rhythms, and sleep, health, or exercise data	Not collected	N/A	N/A
Internet activity	Internet or other electronic network activity information, including, but not limited to, browsing history, search history, and information regarding a consumer’s interaction with an Internet Web site, application, or advertisement	Website analytics and data solutions.	Business intelligence and analysis	Digital advertising partners
Geolocation data	Geolocation data	Website Point-of-sale system	To provide relevant location-based service options Business intelligence and analysis	Service Hero does not supply financial information to call centers, but its franchisees may provide it via granted access rights to their POS
Audio, visual, olfactory information	Audio, electronic, visual, thermal, olfactory, or similar information	Not collected	N/A	N/A
Employment information	Professional or employment-related information	Not collected	N/A	N/A
Education information	Personally identifiable education information that is not publicly available (e.g. grades, financial aid)	Not collected	N/A	N/A
Inferences	Inferences drawn from any of the information identified in this subdivision to create a profile about a consumer reflecting the consumer’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes	Not collected	N/A	N/A

 

We will not collect a category of Personal Information not listed above, or use any Personal Information collected in any of the above categories for a business purpose not listed above, without first providing you with notice.

You have the right to request certain information regarding the Personal Information we have collected about you in the preceding 12 months. You may make such a request up to twice in a 12-month span. Please note that there are circumstances in which we may not be able to comply with your request pursuant to the CCPA, including when we cannot verify your request and/or when there is a conflict with our own obligations to comply with other legal or regulatory requirements. We will notify you following submission of your request if this is the case.

• If you would like to request (1) the categories of Personal Information collected about you; (2) the categories of sources providing that Personal Information; (3) the categories of third parties with whom we have shared that Personal Information; and (4) the business purpose for collecting that Personal Information, contact us.
• If you would like to request the specific pieces of Personal Information we collected about you, contact us.
• If you would like to request (1) the categories of Personal Information collected about you; (2) the categories of Personal Information sold; (3) the categories of third parties to whom the information was sold; and (4) the categories of Personal Information that were disclosed for a business purpose, contact us.

VERIFICATION PROCESS

Upon receipt of the personal information request from the consumer, Service Hero will attempt to identify the consumer in one of three ways before initiating the request to know, request to opt-out, or request to delete procedures. Consumers authenticated under an existing password-protected account are automatically verified. For unauthenticated consumers that submit a request to know, two data points are used to identify the consumer before the process is initiated. For unauthenticated consumers that submit a request to delete, three data points are used to identify the consumer before the process is initiated.

Non-Discrimination We will not discriminate against you if you exercise any of the rights provided by the CCPA set forth in this California Privacy Policy. Please note that a legitimate denial of a request for information, deletion, or to opt-out is not discriminatory, nor is charging a fee for excessive or repetitive consumer requests as permitted by the CCPA.

Deletion of Your Personal Information You have the right to request that we delete certain Personal Information that we have collected. Please note that there are circumstances in which we may not be able to comply with your request pursuant to the CCPA, including when we cannot verify your request and/or when there is a conflict with our own obligations to comply with other legal or regulatory requirements. We will notify you following submission of your request if this is the case.

• If you would like to request that we delete your Personal Information pursuant to the requirements of the CCPA, contact us.

Authorized Agents You may designate an authorized agent to exercise your rights under the CCPA on your behalf.

Pursuant to the CCPA:

• Only a business entity or natural person registered with the California Secretary of State may act as an authorized agent.
• You must provide the authorized agent written permission to exercise your rights under the CCPA on your behalf.
• We may deny a request from an authorized agent on your behalf if the authorized agent does not submit proof that he, she, or it has been authorized by you to act on your behalf if we request such proof, as permitted by the CCPA.
• Even if you use an authorized agent to exercise your rights under the CCPA on your behalf, pursuant to the CCPA we may still require that you verify your own identity directly to us. This provision does not apply if you have provided with a power of attorney under California Probate Code sections 4000 to 4465.

Personal Information of Minors – Opting In We do not sell the Personal Information of minors who are at least 13 years old and less than 16 years old unless those individuals have opted in to the sale of their Personal Information. To opt in, such a minor must first clearly request to opt in via the link below, after which the minor will be required to separately confirm that election. As part of that confirmation process, the minor will be informed that he or she has the right to opt out at a later date and what the process is for doing so.

If you are 13, 14, or 15 years old and would like to opt in to the sale of your Personal Information, contact us.

We do not sell the Personal Information of minors who are under 13 years old unless a parent or guardian of that minor affirmatively authorizes the sale of that Personal Information. We verify that the individual making such an authorization is the minor’s parent or guardian by providing a consent form to be signed by the parent or guardian under penalty of perjury and returned to the business by postal mail, facsimile, or electronic scan. As part of that verification process, the parent or guardian will be informed that he or she may opt out on behalf of the minor at a later date and what the process is for doing so.

If you are the parent or guardian of a minor under 13 years old and would like to opt in to the sale of the minor’s Personal Information, contact us.

Personal Information Metrics

Type of Request	Number received	Number complied with (in whole or in part)	Number denied	Median number of days to provide a substantive response
Request to Know	0	0	0	0
Request to Delete	0	0	0	0
Request to Opt-Out	0	0	0	0

The above information is for the prior calendar year.

Right to Opt-Out You have the right to request that we do not sell Personal Information that we have collected. If you exercise that right, please note that pursuant to the CCPA we may have to subsequently inform you that you need to opt-in if the sale of your Personal Information is required to complete a transaction you have initiated. If opting-in is required, we will provide you with the necessary instructions.

• If you would like to request that we do not sell your Personal Information pursuant to the requirements of the CCPA, please contact us.
• You may also submit a request to opt-out, contact our team for more information.
• If you use an authorized agent to submit your request to opt-out, we will request that the agent provide us with proof that he, she, or it has been authorized by you to act on your behalf. The CCPA requires you to provide the authorized agent written permission to exercise your rights under the CCPA.

If you opt-out of the sale of your Personal Information, we will wait at least 12 months before asking you if we may sell your Personal Information. You have the right to opt-in to the sale of your Personal Information after you have opted out. If you would like to opt-in to the sale of your Personal Information, please contact us. Opting-in is a two-step process in which you will first clearly request to opt-in, and then separately confirm that choice.

Additional Information If you would like additional information regarding our California Privacy Policy, please contact us.

Additional California Privacy Rights California Civil Code Section § 1798.83 permits users of our web site that are California residents to request certain information regarding our disclosure of personal information to other parties for their direct marketing purposes. To make such a request, please contact us.

Changes to Our California Privacy Policy Service Hero reserves the right to amend this California Privacy Policy at our discretion and at any time. When we make changes to this California Privacy Policy, we will post an updated notice on our website with the effective date.