Privacy Policy

2Information We Collect

2.1 Information You Provide Directly

• Account Information: Name, email address, phone number, password, and profile details
• Business Information: Company/firm name, business address, professional license numbers, tax identification
• Appraisal Case Data: Property addresses, claim numbers, policy information, inspection details, party contact information (adjusters, opposing appraisers, umpires)
• Documents: Photos, estimates, reports, invoices, and other files you upload
• Financial Information: Billing address and payment details (processed securely through Stripe; we do not store full credit card numbers)
• Communications: Support requests, feedback, and correspondence with us
• Professional Licensing Information: State license numbers, licensing jurisdiction, professional certifications, and designations you provide for verification or display purposes
• Client and Claimant Information: Personal information about third parties (property owners, insureds, claimants) that you input in the course of managing appraisal cases

2.2 Information Collected Automatically

• Device Information: Browser type, operating system, device identifiers
• Usage Data: Pages visited, features used, actions taken, time spent
• Log Data: IP address, access times, referring URLs, error logs
• Location Data: General geographic location based on IP address (we do not track precise GPS location)

2.3 Information from Third-Party Integrations

When you connect third-party services to AwardLettr, we may receive information from those services as you authorize:

• Google Calendar: Calendar events and free/busy information to enable scheduling features
• CompanyCam: Project and photo data linked to your appraisals
• SignWell: E-signature status and signed document information
• Accounting Software: Invoice and payment data if you enable accounting integrations

3Sensitive Insurance & Claims Data

3.1 Confidential Treatment

AwardLettr recognizes that insurance claim data, property damage information, policyholder personal information, and appraisal work product are sensitive in nature. We treat all claim data and personal information of claimants, insureds, and other parties input by users as confidential business information.

3.2 Limited Use

Claim data and personal information of third parties is used solely to provide, maintain, and improve the Service. We do not sell, rent, license, or share client claim data or claimant personal information with third parties for their own commercial, marketing, or advertising purposes.

3.3 User Obligations

Users are responsible for: (a) obtaining any necessary consents, authorizations, or legal basis required under applicable law before inputting personal information about their clients, claimants, insureds, or other third parties into the platform; (b) limiting the data they input to what is reasonably necessary for the appraisal function being performed; and (c) complying with all applicable privacy and data protection laws regarding the personal information they process through the Service.

3.4 Data Minimization

We encourage users to input only the information necessary to perform their appraisal work. Users should avoid inputting sensitive personal information (such as Social Security numbers, financial account numbers, or medical records) unless specifically required for the appraisal function being performed.

4Your Responsibility for Third-Party Data

4.1 Data Controller and Processor Relationship

When you input personal information about third parties — including claimants, property owners, insureds, adjusters, opposing appraisers, or umpires — into the Service, you act as the data controller for that information. AwardLettr processes such data solely as a data processor on your behalf, in accordance with your instructions as expressed through your use of the platform's features.

4.2 User Warranties Regarding Third-Party Data

By inputting third-party personal information into the Service, you warrant and represent that: (a) you have appropriate legal authority, consent, or other lawful basis under applicable law to collect and process such information; (b) your use of the information through the platform is consistent with the purposes for which it was collected; and (c) you have provided any required notices to the individuals whose information you input.

4.3 Indemnification for Third-Party Data

You agree to indemnify, defend, and hold harmless AwardLettr from any claim, loss, liability, or expense (including reasonable attorneys' fees) arising from or related to your unauthorized or improper input, use, or processing of third-party personal information through the Service, including claims by individuals whose information you input without appropriate authority or consent.

5How We Use Your Information

We use the information we collect to:

• Provide and Maintain the Service: Process appraisals, generate documents, manage schedules, and deliver core functionality
• Communicate with You: Send booking confirmations, notifications, invoices, and respond to your inquiries
• Improve the Service: Analyze usage patterns, identify issues, and develop new features
• Ensure Security: Detect and prevent fraud, abuse, and unauthorized access
• Comply with Legal Obligations: Meet regulatory requirements and respond to lawful requests
• Personalize Your Experience: Remember your preferences and customize the interface

6Information Sharing

We share your information only in the following circumstances:

6.1 Service Providers

We work with trusted third-party companies that help us operate the Service:

• Supabase: Database hosting and authentication
• Vercel: Application hosting and delivery
• Stripe: Payment processing
• AWS SES: Email delivery
• Carbone: Document generation
• SignWell: Electronic signatures
• Google: Maps and calendar services
• OpenAI: AI-powered text enhancement, voice transcription, and data extraction (see Section 12)

These providers are contractually obligated to protect your data and use it only as directed by us.

6.2 Appraisal Process Participants

As part of the appraisal process, certain information may be shared with parties involved in your cases (adjusters, opposing appraisers, umpires) when you use features like scheduling, document signing, or award distribution. You control when and how this sharing occurs.

6.3 Legal Requirements

We may disclose information when required by law, subpoena, court order, or to protect our rights, safety, or property.

6.4 Business Transfers

If AwardLettr is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change.

7Data Security

We implement comprehensive security measures to protect your data:

• Encryption: All data is encrypted in transit (TLS 1.3) and at rest (AES-256)
• Access Controls: Role-based permissions and multi-factor authentication options
• Infrastructure: SOC 2 Type II compliant hosting providers
• Monitoring: Continuous security monitoring and intrusion detection
• Row-Level Security: Database-level isolation ensures you can only access your own data
• Regular Audits: Periodic security assessments and penetration testing

While we strive to protect your information, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security but are committed to implementing and maintaining reasonable safeguards.

7.1 User Account Security

Users are responsible for maintaining the confidentiality and security of their own account credentials, including passwords and multi-factor authentication devices. You must notify AwardLettr immediately at security@awardlettr.com if you suspect any unauthorized access to your account or any other breach of security. AwardLettr will not be liable for any loss or damage arising from your failure to maintain the security of your account credentials.

8Data Retention

We retain your information as follows:

• Active Accounts: Data is retained as long as your account remains active
• Closed Accounts: Upon account deletion request, we delete or anonymize your data within 30 days, except as required for legal compliance
• Legal Requirements: Certain records may be retained longer to comply with legal, tax, or regulatory obligations (typically 7 years for financial records)
• Backups: Encrypted backups are retained for disaster recovery and automatically purged after 90 days
• Anonymized Data: We may retain anonymized or aggregated data indefinitely for platform improvement, analytics, and research purposes. This data cannot be used to identify any individual user or their clients.

8.1 Deletion Requests

You may request deletion of your personal data and account information by contacting us at privacy@awardlettr.com or by using the data export and deletion features within your account settings. Upon receiving a verified deletion request, we will delete or anonymize your data within 30 days. Please note that: (a) some data may persist in encrypted backups for up to 90 days before automatic purging; (b) we may retain certain data as required by law, regulation, or legitimate business purpose (such as financial records required for tax compliance); and (c) anonymized or aggregated data that cannot identify you is not subject to deletion requests.

9Your Rights

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal data we hold about you
• Correction: Request correction of inaccurate or incomplete data
• Deletion: Request deletion of your personal data ("right to be forgotten")
• Data Portability: Export your data in a machine-readable format
• Restriction: Request limitation of processing in certain circumstances
• Objection: Object to processing based on legitimate interests
• Withdraw Consent: Withdraw previously given consent at any time

To exercise these rights, contact us at privacy@awardlettr.com. We will respond within 30 days. We may need to verify your identity before processing requests.

10Cookies & Tracking Technologies

We use cookies and similar technologies for:

• Essential Cookies: Required for authentication, security, and basic functionality
• Preference Cookies: Remember your settings and preferences (e.g., dark mode)
• Analytics Cookies: Help us understand how you use the Service to improve it

We do not use advertising or tracking cookies. You can control cookies through your browser settings, but disabling essential cookies may prevent you from using certain features.

11Third-Party Services

Our Service integrates with third-party services that have their own privacy policies. When you connect these services, your use is also subject to their terms:

• Google Privacy Policy (Calendar, Maps)
• Stripe Privacy Policy (Payments)
• SignWell Privacy Policy (E-Signatures)
• CompanyCam Privacy Policy (Photos)
• OpenAI Privacy Policy (AI Processing)

We encourage you to review these policies before connecting third-party services.

12AI-Powered Features

AwardLettr uses artificial intelligence to enhance productivity and streamline your workflow. When you use AI-powered features, certain data from your account is sent to third-party AI providers for processing. We want you to understand exactly what data is shared and how it is handled.

12.1 AI Features and Data Shared

The following features use AI processing through OpenAI:

• Voice Assistant: When you use voice commands, your audio recording is sent to OpenAI for transcription. Appraisal context (claim number, party names, addresses, and case details) is also sent to interpret your commands.
• Status Update Enhancement: When you enhance status update notes, your bullet points along with basic appraisal context (claim number, insured name, property address) are sent to OpenAI to generate professional language.
• Estimate Extraction: When you upload a PDF estimate for automatic data extraction, the document contents are processed by AI to identify and extract relevant fields.
• Performance Analytics: Aggregated, anonymized performance metrics (case counts, settlement averages, umpire statistics) may be sent to OpenAI to generate narrative insights. No individual case details or contact information are included.

12.2 AI Training Data Commitment

AwardLettr is committed to protecting your data in the context of AI processing:

• No Training on Your Data: Your data submitted through AI features is NOT used by AwardLettr or its AI providers to train, fine-tune, or improve AI models. Data sent through API-based AI services is processed solely to fulfill your specific request and return results to you.
• No Persistent Storage by AI Providers: Under our agreements with AI providers, your data is not permanently stored by those providers. Temporary retention (up to 30 days) may occur for abuse monitoring and safety purposes, after which data is automatically deleted.
• No Commingling: Your data is not combined with, compared to, or used alongside data from other AwardLettr users or third parties for any AI training or development purpose.
• Encryption in Transit: All data transmitted to AI providers is encrypted using TLS.
• Contractual Protections: Our agreements with AI providers include contractual restrictions on their use and retention of your data that align with the commitments described in this section.

12.3 Your Control Over AI Features

AI-powered features are optional. You can choose not to use voice commands, status update enhancement, or AI-powered estimate extraction without affecting the core functionality of your account. If you have concerns about AI data processing, please contact us at privacy@awardlettr.com.

12.4 Opt-Out and Alternatives

All AI-powered features are optional. You may choose not to use voice commands, text enhancement, AI-assisted report writing, estimate extraction, or any other AI feature without affecting the core functionality of your account. If you wish to ensure that none of your data is processed by AI providers, simply do not activate or use AI-powered features. If you have previously used AI features and wish to understand what data was processed, or if you have concerns about AI data processing, contact us at privacy@awardlettr.com.

13SMS Communications

If you provide your phone number and opt in to SMS communications, we may send you text messages related to our services. This section describes how we handle SMS communications.

13.1 What We Send

SMS messages may include:

• Insurance appraisal case status updates
• Document alerts and notifications
• Scheduling confirmations and appointment reminders
• Product updates and service-related information

13.2 Opt-In & Consent

We only send SMS messages to users who have explicitly opted in by checking the consent checkbox on our web form when providing their phone number. Your consent is not a condition of purchasing any products or services from AwardLettr.

13.3 Message Frequency & Costs

Message frequency varies based on your account activity and the services you use. Standard message and data rates may apply depending on your mobile carrier and plan.

13.4 Opt-Out

You can opt out of SMS messages at any time by replying STOP to any message you receive from us. After opting out, you will receive a confirmation message and no further SMS messages will be sent unless you opt in again.

13.5 Help

For assistance with SMS messages, reply HELP to any message or contact us at support@awardlettr.com.

13.6 Data Sharing for SMS Delivery

Your phone number is shared with our messaging service provider, GoHighLevel/LeadConnector, solely for the purpose of delivering SMS messages. We do not share your phone number with third parties for their marketing purposes.

14Children's Privacy

AwardLettr is a business-to-business service designed for professional appraisers. Our Service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected data from a child, we will promptly delete it.

15International Users

AwardLettr is based in the United States. If you access our Service from outside the United States, your information will be transferred to and processed in the United States, where data protection laws may differ from those in your country.

By using our Service, you consent to the transfer and processing of your information in the United States. We implement appropriate safeguards to protect your data during transfer.

16Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we make material changes:

• We will update the "Last updated" date at the top of this page
• We will notify you via email or in-app notification for significant changes
• Your continued use of the Service after changes constitutes acceptance

We encourage you to review this policy periodically.

17Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or your data, please contact us:

We aim to respond to all privacy inquiries within 30 days.