Information PoolGrid may collect
- Identity and contact details such as name, email address, phone number, and business or facility details where relevant.
- Service and dispatch details such as address, schedule preferences, issue descriptions, equipment details, and booking history.
- Account data such as login details, authentication tokens, profile information, and activity needed to operate the customer portal.
- Uploaded materials such as diagnostic photos, documents, notes, and other attachments you submit through chat or service workflows.
- Order and transaction data such as items requested, shipping details, invoice status, payment status, and related operational records.
- Technical and device information such as browser type, approximate usage data, logs, and interaction patterns needed to operate, secure, and improve the platform.
How the information is used
PoolGrid may use the collected information to operate the platform and support the customer journey from first contact through completion.
- To respond to chat questions and route customers toward repair, seasonal service, parts, equipment, or chemical guidance.
- To create, manage, and track service requests, bookings, dispatch flows, invoices, payment records, and service reports.
- To support account access, customer portal visibility, and communication continuity between chat and operational workflows.
- To send booking updates, order information, dispatch communications, support responses, and relevant operational notices.
- To maintain system security, prevent abuse, troubleshoot service issues, and improve the overall customer experience.
Photos, attachments, and chat context
If you upload a photo or provide technical context in chat, PoolGrid may use that information to diagnose issues, maintain continuity, attach relevant details to service records, or help determine the correct next step. Because pool service and equipment troubleshooting often depends on visible context, attachments may materially affect how PoolGrid routes the request.
Payment and sensitive information
PoolGrid may record payment status, invoice information, and transaction references required to operate the service workflow. Payment card entry should be handled by the designated payment processor rather than stored directly by PoolGrid unless clearly stated otherwise in a specific workflow.
Sharing and disclosure
PoolGrid may share information where reasonably necessary to operate the workflow or comply with legal obligations.
- With contractors, dispatch personnel, support staff, or operational partners involved in the booking or order.
- With service providers that support hosting, communication, payment processing, analytics, storage, or platform operations.
- With suppliers, distributors, or logistics partners where order fulfillment or compatibility validation requires it.
- Where required by law, regulation, court order, or legitimate legal process.
- As part of a corporate transaction, restructuring, or business transfer, subject to applicable legal requirements.
Retention and security
PoolGrid may retain information for as long as reasonably necessary to operate services, maintain records, resolve disputes, comply with legal or tax obligations, and preserve continuity across customer interactions. Retention periods can differ depending on whether the information relates to support intake, orders, invoices, service reports, or account administration.
PoolGrid uses reasonable technical and organizational measures to protect information, but no method of transmission or storage can be guaranteed to be perfectly secure.
Your choices
- You may contact PoolGrid to update core contact details associated with your account.
- You may choose not to provide some information, but that can limit chat quality, order handling, dispatch coordination, or booking confirmation.
- You may request information about your data handling or raise privacy concerns using the contact details below.