About This Policy

Total Tech, LLC (“Total Tech,” “we,” “our,” or “us”) provides technology services across Western North Carolina. This policy explains what personal information we collect, why we collect it, who we share it with, and what control you have over it.

It covers both sides of our work: our website at totaltechwnc.com, and the information we necessarily encounter when we work in your home or business — network passwords, device access, photographs, and entry codes. The second half matters as much as the first, and most privacy policies ignore it.

Use of our website is also governed by our Website Terms, and the work we perform by our Services Terms.

1. Information You Give Us

Quote and contact forms. Your name, email address, phone number, the service you are interested in, your budget range, and whatever you write in the message field.

Scheduling and service requests. Your service address and city, along with notes describing the problem or the equipment involved.

Live chat. If you start a chat, the name, email address, and phone number you enter, plus the content of the conversation.

Customer accounts. If you use our client portal, your login email and password (stored in hashed form — we never see the password itself).

Text message consent. Your name, mobile number, and a record of when and how you gave it to us — including the date and the request or form it came from. Carrier rules require us to keep proof of consent.

Referrals. If you refer someone, their name and contact details, and your own. Please only refer people who are happy to hear from us.

Signed documents. When you sign an estimate or agreement through our site, we record your signature image, the name you typed, the date and time, your IP address, and your browser’s user agent. This audit trail is what makes an electronic signature enforceable.

2. Information Collected Automatically

Usage analytics. We use PostHog to understand how visitors move through the site — pages viewed, buttons clicked, approximate location, device and browser type.

Session recording. PostHog also records browsing sessions, which play back like a video of your visit: mouse movement, scrolling, clicks, and text typed into forms. Password fields are masked and are not recorded. We use these recordings to find broken pages and confusing steps. We do not use them to build profiles of individuals, and we do not sell them.

Advertising measurement. A Google Ads conversion tag tells us when a visit that began with one of our ads resulted in a form submission.

Approximate location from your IP address. When our chat widget loads, your IP address is sent to ip-api.com, which returns an approximate city and region so our team knows roughly where an enquiry is coming from. This is city-level, not a precise location, and it is not GPS.

Website activity tied to chat. Our chat widget stores an anonymous visitor ID in your browser and records which pages you view while it is loaded, so that if you do start a conversation, our team can see what you were looking at. This happens whether or not you open the chat.

Email tracking. Emails we send — invoices, updates, and marketing — record whether the message was delivered, opened, and whether links were clicked.

Invoice and document views. We record when an invoice or document you were sent is opened, so we know it reached you. For invoices, your IP address is hashed before storage rather than kept in readable form.

Server logs. Ordinary technical logs from our hosting provider, including IP addresses and request times, kept for security and troubleshooting.

3. Information We Encounter During Service

Working on your technology means being trusted with things a website never sees. We treat this as the most sensitive information we hold.

Network and device credentials. To configure equipment we often need WiFi passwords, router administrator logins, and sign-ins for streaming, smart home, or camera accounts.

What we keep: For one-off jobs, we use these credentials during the visit and do not retain them afterward. For Total Tech Club members, we retain them in your customer record so that priority support, remote assistance, and return visits do not require you to hunt for passwords each time. You may ask us to delete stored credentials at any time, and we recommend changing any password you would rather we not keep.

Entry and access codes. Gate codes, alarm codes, lockbox combinations, and smart-lock access where you have arranged for us to enter. These follow the same rule as credentials above: retained for members, not retained for one-off jobs.

Photographs of your property. Our technicians photograph work areas before, during, and after a job — equipment placement, cable routes, serial numbers, and existing conditions. These document what we did and protect both of us in a warranty dispute. They are stored in our secure job files and are not published anywhere without your permission (see Section 9).

Your equipment and layout. Notes about the devices you own, how your home or office is laid out, where equipment sits, and what needs attention.

Data on devices we service. Repairing or migrating a computer can expose files, photos, and messages stored on it. We access only what the job requires, we do not copy your personal files, and we do not read them beyond what is needed to verify the work.

What we do not do. We do not install monitoring software without telling you, do not view your security cameras except when configuring or testing them with you, and do not access your systems remotely after a job unless you have asked us to.

4. Payment Information

All card payments are processed by Stripe, Inc. Card numbers go directly to Stripe and are never stored on our servers.

If you give a card number in person or over the phone, we enter it directly into Stripe while you are with us. We do not write card numbers down, save them in your customer record, or keep them in any file.

What we do keep is the ordinary record of a transaction: the amount, the date, what it was for, and the last four digits and card brand as returned by Stripe.

Stripe handles your payment details under its own agreement with you — see Stripe’s Consumer Terms of Service and Privacy Policy.

5. How We Use Your Information

• To answer enquiries and prepare estimates
• To schedule, perform, and document service work
• To communicate with you about appointments, technicians on the way, and completed work
• To bill you and process payments
• To provide warranty support and diagnose repeat problems
• To operate the Total Tech Club and member benefits
• To send marketing email you have opted into (Section 8)
• To improve our website and understand which pages and ads work
• To keep records required by tax, accounting, and carrier compliance rules
• To protect against fraud, and to establish or defend legal claims

We do not sell your personal information, and we never have. We do not share it with third parties for their own marketing.

6. Who We Share Information With

We share information only with service providers who help us run the business, and only with what they need to do their job. Each is bound by its own agreement with us.

Provider	What it receives
Supabase	Our database and file storage — customer records, job history, photos, documents
Vercel	Website hosting and server logs
Stripe	Payment card details and billing address
Resend	Email delivery, plus open and click tracking
Sinch	Text message delivery — your mobile number and message content
PostHog	Website analytics and session recordings
Google	Ads conversion measurement; Calendar for appointments; Distance Matrix, which receives service addresses to calculate travel
ip-api.com	Visitor IP addresses, returned as an approximate city
Discord	Internal staff alerts that include new enquiry and chat details, so our team sees them quickly

We may also share information:

• With your consent, or at your direction
• With manufacturers or warranty providers when pursuing a claim for you
• With subcontractors or licensed trades brought in for part of your job, under confidentiality obligations
• With our accountants and legal advisors
• When required by law, subpoena, or to protect someone’s safety
• In connection with a sale or merger of the business, with notice to you

7. Text Messages

When you contact us to request an estimate or service and give us your mobile number, we use that number to send recurring automated service and transactional messages — appointment confirmations and reminders, technician en-route alerts, invoice and payment notifications, service updates, and review requests. We do not send marketing or promotional texts.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. Consent to receive texts is not a condition of purchasing anything, and opting out will not affect your service — we will reach you by phone or email instead.

We will not share or sell your mobile information or your text-messaging consent to third parties or affiliates for marketing or promotional purposes. Your number is shared only with our messaging provider in order to deliver the messages described above.

We keep a record of when and how you gave us your number — including the date and the request or form it came from — because carrier rules require us to be able to demonstrate consent.

Full program terms are in Section 4 of our Website Terms.

8. Email & Marketing

We send two kinds of email. Transactional email — estimates, invoices, appointment confirmations, receipts — is part of providing service and is sent to anyone we are doing work for.

Marketing email — occasional news, seasonal tips, and offers — is sent to people who have signed up, who have contacted us about an estimate or service, or who have done business with us.

Every marketing email has an unsubscribe link, and unsubscribing is honored promptly. Unsubscribing from marketing does not stop transactional messages about work in progress, since you need those.

Our email provider records whether messages are delivered, opened, and whether links are clicked. We use this to tell whether an invoice reached you and to see which topics people find useful.

To stop marketing email entirely, use the unsubscribe link or contact us with the details below.

9. Photos, Portfolio & Testimonials

Job photos are internal by default. The photographs our technicians take are working records — kept in your job file for warranty, documentation, and quality purposes, visible only to our staff.

We will ask before publishing anything. We will not use photographs of your home or business, or your name or testimonial, in our portfolio, website, advertising, or social media without asking you first and getting your agreement.

Where we do publish project photos, we identify the work by town or area rather than by street address, and we do not publish your full name unless you have agreed to it.

You can change your mind. If your project appears on our site and you would like it removed, or would like your testimonial or location detail taken down, tell us and we will remove it promptly.

10. Cookies & Similar Technologies

We use cookies and browser storage to keep the site working, remember your session in the client portal, understand usage, and measure advertising.

The identifiers we set include an anonymous chat visitor ID stored in your browser, analytics and session-recording identifiers from PostHog, and a Google Ads measurement identifier.

You can block or delete cookies in your browser settings, and most browsers offer tracking protection. Some parts of the site — particularly the client portal and live chat — may not work correctly if you do.

We do not currently respond to Global Privacy Control or Do Not Track browser signals in an automated way. If you want your data removed from our analytics, contact us using the details below and we will handle it manually.

11. How We Protect Your Information

In transit and at rest. Our site is served over HTTPS, and customer data is held in a managed database with encryption at rest.

Access control. Staff accounts are individual, and technicians see the job information they need rather than the whole customer base. Passwords are stored hashed, never in readable form.

Payment isolation. Card data goes to Stripe and never touches our servers, which removes the highest-risk category of data from our systems entirely.

People. Our technicians are background-checked and are bound by confidentiality obligations covering what they see in your home.

Private links. Invoices, estimates, and service records are reached through long, unguessable links. Anyone holding such a link can view that record, so please do not forward them to people you do not want to have that information.

No system is perfectly secure. If a breach affects your personal information, we will notify you and any regulator as required by law.

12. How Long We Keep Information

We currently retain customer records indefinitely unless you ask us to delete them. We would rather state that plainly than imply a schedule we do not keep to.

We do this because service history is genuinely useful: knowing what equipment you have and what we did three years ago makes the next repair faster and often cheaper for you. It also supports warranty claims and the tax and accounting records we are required to hold.

The exceptions, which are not retained at all:

• Card numbers — never stored, at any point
• Network credentials and access codes for one-off jobs — used during the visit, not retained afterward

You can ask us to delete your information at any time (Section 13). We will do so except where we are required to keep a record — for example, invoices needed for tax purposes, or proof of your text-message consent required by carrier rules.

13. Your Privacy Rights

We extend these rights to every customer, regardless of which state you live in — not only where the law requires it.

• Access — ask what personal information we hold about you, and get a copy
• Correction — have inaccurate details fixed
• Deletion — ask us to erase your information, including stored credentials and job photos
• Opt out of marketing — unsubscribe from email, or reply STOP to texts
• Opt out of analytics — ask us to exclude you from analytics and session recording
• Withdraw consent — including permission to publish photos of your project
• Complain — raise a concern with us, or with your state Attorney General

How to exercise them: call us at (828) 414-8324 or email info@totaltechwnc.com. We respond within 45 days, and usually much sooner. We may need to verify your identity before acting, particularly for deletion requests.

We will not treat you differently for exercising any of these rights.

14. Children’s Privacy

Our services are directed to adults. You must be at least 18 to create an account, approve an estimate, or make a payment.

We do not knowingly collect personal information from children under 13. If you believe a child has given us information, contact us and we will delete it.

We do install technology in family homes. If our work involves a child’s device or a parental-controls setup, we handle whatever we encounter as confidential and use it only for the task at hand.

15. Third-Party Sites & Services

Our site links to third-party sites, and the systems we install depend on third-party services — internet providers, Starlink, streaming platforms, and smart home clouds.

Those services have their own privacy policies and we do not control them. When we set up an account for you with such a provider, your relationship and your data are with them.

16. Changes to This Policy

We may update this policy. Changes take effect when posted here with a revised Effective Date.

If we make a material change — such as sharing information with a new category of recipient, or using it in a genuinely new way — we will tell customers directly rather than relying on you to notice.

17. Contact Us

For any question about this policy, or to exercise any of the rights in Section 13:

Total Tech, LLC

5520 Old Haywood Road

Mills River, NC 28759

Phone

(828) 414-8324

info@totaltechwnc.com