Live Lucky Companies and its OX Floor Coating offices ("OX Floors", "we", "us") operate the Live Lucky CRM at liveluckycompanies.com — our customer, sales, production and finance platform — the OX Install mobile app used by our field staff, and the document and signing pages we send to customers. This policy explains what information these systems hold, how we use it, how long we keep it, and the choices you have. It covers our customers and prospective customers, the employees and contractors who use our systems, and the business bank accounts we connect through Plaid.
The CRM and the OX Install app are internal business tools. Access requires an account that we provision for our staff and authorized contractors; they are not offered to the general public. Customers interact with us through our websites, by phone, text and email, during in-home visits, and through the quote, contract, signing and payment pages we send them.
We do not sell personal information, and we do not use it for advertising profiling or tracking across other companies' websites and apps. Marketing calls and text messages are sent only with your consent; you can stop them at any time by replying STOP or telling us.
When you request a quote or ask us to contact you, we tell you how we will use your information and, where the law requires it, ask for your consent to be contacted by phone or text. Calls may be recorded for quality and training; where required we tell you at the start of the call. Employees' and contractors' information is processed as part of their work with us. Bank accounts are connected only by authorized officers of the company, who go through Plaid's own consent screens before any data is shared with us.
We share information only with service providers that work for us under contract and use it solely to provide their service: cloud hosting and storage in the United States, backup storage, network security, business telephone and text-messaging services, email delivery, our payment processor, the lenders you choose for financing, our lead-management software, e-signature and document delivery, and Plaid for bank account connections. We may also disclose information when the law requires it, to protect our rights and safety, or as part of a sale or reorganization of the business.
| Records | Kept for |
|---|---|
| Customer and project records | The life of our relationship and the warranty term, and at least 7 years after the last transaction (tax and legal requirements) |
| Financial and accounting records, including bank transactions received through Plaid | 7 years |
| Prospects who did not become customers | 3 years after our last contact; do-not-call requests are kept as long as needed to honor them |
| Call recordings and transcripts | Up to 24 months, then deleted unless needed for a dispute or legal hold |
| Employee and payroll records | Employment plus 7 years, or longer where the law requires |
| Bank account connections | While the connection is active; disconnecting revokes our access with Plaid and stops new data |
| Backups | Hourly copies for 7 days and nightly copies for 90 days; data deleted from our systems leaves the backups within 90 days |
| Security and audit logs | At least 12 months |
When a retention period ends, the records are deleted or anonymized. Deletion requests are completed within 30 days unless we must keep the record for tax, warranty, legal or dispute reasons; in that case we tell you what is kept and why.
Information travels over encrypted connections (TLS 1.2 or higher) and is stored on managed cloud infrastructure in the United States with encryption at rest. Access is role based and limited to the offices a person works with, protected by two-factor authentication, and every record change is written to an audit trail. Backups are kept in private, encrypted storage. No system is perfectly secure; if you believe your information has been exposed, contact us at the address below and we will investigate promptly.
OX Install is an internal workforce tool for our installation crews, service technicians, operations staff, field auditors, warehouse staff and authorized contractors. It collects your account information (name and email), the work content you create (photos, videos, measurements, inspection answers, notes and customer signatures), the jobs and schedules associated with your account, and — only while you are using the app and only if you allow it — your approximate location, used to verify job-site addresses and assist scheduling. The app does not use advertising identifiers and does not track you across other companies' apps or websites. It is protected on your device by Face ID, Touch ID or your passcode. Content you submit is uploaded to our secure cloud storage and attached to the relevant job or inspection.
Our systems are business tools and are not directed to children. We do not knowingly collect information from children.
When we change this policy we update the "Last updated" date above. Significant changes are also announced to the people they affect.
OX Floors — [email protected]