Privacy Policy

Effective Date: March 19, 2026

At Trellis, we take your privacy seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our customer retention platform.

1. Information We Collect

Account Information

When you sign up for Trellis, we collect:

• Your name and email address
• Business name and type
• Phone number (optional)
• Payment information (processed securely through our payment provider)

Customer Data You Provide

To help you manage customer retention, you may upload:

• Customer names and contact information (email, phone)
• Visit history and service records
• Follow-up preferences and notes
• Any other business data you choose to import

Usage Data

We automatically collect information about how you use Trellis:

• Pages visited and features used
• Time spent on the platform
• Device type, browser, and operating system
• IP address and general location

2. How We Use Your Information

We use the information we collect to:

• Provide our service: Send automated follow-ups, review requests, and re-engagement messages to your customers on your behalf
• Improve Trellis: Analyze usage patterns to make the platform better and more effective
• Support you: Respond to your questions, troubleshoot issues, and provide customer support
• Communicate with you: Send important updates about your account, new features, and service changes
• Process payments: Handle billing and subscription management

3. Data Storage and Security

We take data security seriously:

• Encryption: All data is encrypted in transit (HTTPS) and at rest in our databases
• Secure servers: Your data is stored on secure, reputable cloud infrastructure with industry-standard protections
• Access controls: Only authorized Trellis team members can access user data, and only when necessary for support or maintenance
• Regular backups: We perform automated backups to prevent data loss

While we implement strong security measures, no system is 100% secure. We encourage you to use a strong password and keep your account credentials confidential.

4. Third-Party Sharing

We do not sell your data to third parties. We only share information in these limited circumstances:

• Service providers: We use trusted third-party services for hosting, email delivery, and payment processing. These providers are contractually required to protect your data and use it only for the services they provide to us.
• Legal requirements: We may disclose information if required by law, court order, or government request.
• Business transfers: If Trellis is acquired or merged, your data may be transferred to the new entity (you'll be notified if this happens).

5. SMS Messaging

Messages We Send

When a business using Trellis enables SMS follow-ups, their customers may receive text messages sent on that business's behalf, including:

• Follow-up reminders: Reminders to return for a visit or service appointment
• Re-engagement messages: Outreach to customers who haven't visited in a while
• Review requests: Requests for the customer to leave a review after a visit

Message Frequency

Message frequency varies based on customer visit activity. Customers will generally receive messages when they are due for a follow-up, have not visited recently, or after completing a visit. Businesses control their own follow-up schedules.

Rates and Costs

Message and data rates may apply. Standard carrier messaging rates apply to all SMS messages received.

How to Opt Out

Customers can opt out of SMS messages at any time by replying STOP to any message they receive. After opting out, no further SMS messages will be sent to that number. Customers can reply HELP for assistance.

Phone Number Privacy

We do not sell, rent, or share customer phone numbers with third parties for their own marketing purposes. Phone numbers collected through Trellis are used solely to deliver the SMS messages described above on behalf of the business you provided your number to.

Customer Consent

By providing their phone number and checking the SMS consent checkbox when a business collects their contact information through Trellis, customers agree to receive automated text messages from that business. This consent is obtained before any SMS messages are sent. Businesses using Trellis are responsible for ensuring they have obtained proper consent from their customers before enabling SMS follow-ups.

For more information about our SMS terms, see our SMS Terms page.

6. Cookies and Tracking

Trellis uses cookies and similar technologies to:

• Keep you logged in
• Remember your preferences
• Understand how you use the platform
• Track visitor analytics (page views, time on site)

You can disable cookies in your browser settings, but this may affect your ability to use Trellis.

7. Your Rights and Choices

You have control over your data:

• Access: You can view and export your data at any time from your dashboard
• Update: You can edit your account information and customer data whenever you need
• Delete: You can request deletion of your account and all associated data by contacting us
• Opt-out: You can unsubscribe from marketing emails at any time

To exercise any of these rights, contact us at usetrellis@polsia.app.

8. Data Retention

We keep your data as long as your account is active. If you cancel your account:

• Your data will be deleted within 30 days
• Some information may be retained for legal or compliance purposes (e.g., payment records for tax reporting)

9. Children's Privacy

Trellis is not intended for use by anyone under 18 years old. We do not knowingly collect information from children.

10. Changes to This Policy

We may update this Privacy Policy from time to time. If we make significant changes, we'll notify you via email or a notice in the platform. Continued use of Trellis after changes means you accept the updated policy.

11. Contact Us

If you have questions about this Privacy Policy or how we handle your data, reach out to us:

Email: usetrellis@polsia.app

This policy is written in plain English because we believe privacy shouldn't require a law degree to understand.