Privacy Policy

Last updated: August 20, 2025

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1. Overview

Totes on Loan ("we", "us", "our") provides rental services for reusable moving totes. We respect your privacy and are committed to protecting your personal information. This policy explains what we collect, how we use it, how long we keep it, and your rights. It specifically covers our Application-to-Person (A2P) SMS verification and messaging practices.

2. Information We Collect

  • Contact details: name, email address, phone number.
  • Rental details: delivery/pickup addresses, dates, package selection, notes you provide.
  • Consent records: timestamps and logs of SMS opt-in/opt-out (e.g., STOP/START), verification status.
  • Technical data: device, browser, IP address, and cookies used for site functionality, analytics, and fraud prevention consistent with your cookie preferences.

3. A2P SMS Verification and Messaging

When you provide your phone number, we may send A2P text messages for:

  • Verification: confirming your number before scheduling deliveries or communicating about your rental.
  • Service notifications: quotes, confirmations, delivery/pickup updates, reminders, and support.
  • Marketing (optional): promotions and offers, only if you have opted in.

Message frequency varies based on your interactions. Message and data rates may apply. You can opt out at any time by replying STOP. For help, reply HELP or contact us using the details below.

4. How We Use Your Information

  • Provide and manage rentals, including scheduling deliveries and pickups.
  • Communicate via SMS, phone, and email as appropriate to your request and consent.
  • Prevent fraud and abuse, including rate limiting and verification checks.
  • Improve our services and website performance and measure marketing effectiveness (subject to your cookie preferences).
  • Comply with legal obligations and carrier/A2P program requirements.
  • Contract: to provide the rental service you request.
  • Consent: for optional marketing SMS and certain analytics/cookies. You may withdraw consent at any time.
  • Legitimate interests: fraud prevention, security, and service improvement.
  • Legal obligation: to comply with applicable laws and carrier rules.

6. Data Retention

  • Rental records: retained for up to 7 years to comply with accounting, tax, and operational requirements.
  • SMS consent and opt-out logs: retained for at least 4 years or as required by carriers/regulations to demonstrate compliance.
  • Verification logs and security data: retained for up to 2 years unless needed longer for security, fraud investigation, or legal claims.
  • Marketing lists: retained until you unsubscribe/opt-out or for up to 2 years after last interaction, whichever is sooner.

7. Sharing and Third-Party Service Providers

We do not sell your personal information. We may share limited data with:

  • SMS delivery providers: a third-party A2P messaging provider (e.g., Twilio or an equivalent) to send and receive messages, verify numbers, and manage opt-in/opt-out logs.
  • Hosting and infrastructure: providers that host our website and databases.
  • Analytics/measurement: tools used in accordance with your cookie preferences.
  • Compliance and safety: law enforcement or regulators when legally required, or to protect our rights and users.

8. Your Rights

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

  • Access, correction, deletion: request a copy, correct inaccuracies, or ask us to delete your data.
  • Portability: receive certain data in a portable format.
  • Restriction/objection: object to or restrict certain processing.
  • Consent withdrawal: opt out of marketing SMS at any time by replying STOP or contacting us; withdrawing consent does not affect processing that occurred before withdrawal.
  • CCPA/CPRA (California): rights to know, delete, correct, and opt out of certain data sharing. We do not sell personal information as defined by CCPA. You may designate an authorized agent to make requests for you.
  • GDPR (EEA/UK): lodge a complaint with your local supervisory authority.

9. A2P Program Disclosures

  • Participating carriers and messaging partners are not liable for delayed or undelivered messages.
  • We maintain records of consent and opt-out to comply with A2P rules.
  • We do not require SMS marketing consent as a condition of purchasing any goods or services.

10. Children

Our services are not directed to children under 13. We do not knowingly collect information from children under 13.

11. International Transfers

If we transfer your information internationally, we use appropriate safeguards (such as Standard Contractual Clauses) when required by law.

12. Contact Us

Questions or requests about this policy or your data rights:

Totes on Loan
6435 West Jefferson Blvd., PMB 1529, Fort Wayne, IN 46804
Phone: (260) 264-8122
Email: david@totesonloan.com

13. Updates to This Policy

We may update this policy from time to time. We will post the updated version here and revise the "Last updated" date.

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