Privacy Policy

This Privacy Policy explains how JoY Development LLC, doing business as FusionTriage (“RatchetCall,” “we,” “us,” or “our”) collects, uses, and protects information when you visit ratchetcall.com, request a demo, call one of our phone lines, or subscribe to the RatchetCall service on behalf of your auto repair shop (“Client,” “you”).

1. Information We Collect

Information you provide directly

• Name, email address, shop phone number, and shop name (demo request form, signup, or onboarding)
• Billing information processed through our third-party payment processor (we do not store full card numbers)
• Shop details you provide for your agent build: hours, services, pricing ranges, staff transfer numbers

Information collected automatically

• Call audio and metadata when you or your customers call a RatchetCall-powered line (see Call Recording, below)
• Website analytics (page views, referral source) via a privacy-focused analytics tool that does not use cookies or track individuals across sites
• Text message content and delivery status when SMS features are used (see SMS Program, below)

2. Call Recording & Transcription

Calls to RatchetCall-powered lines — including demo lines — may be recorded and transcribed for quality assurance, agent training, and service improvement. Callers are informed of recording at the start of the call. Recordings and transcripts are stored securely and are not sold or used for advertising purposes.

3. SMS / Text Messaging Program

If you or your customers opt in to receive text messages from a RatchetCall-powered number (for example, appointment confirmations or missed-call notices), the following applies:

• Consent: Mobile opt-in information and consent is never shared with third parties or affiliates for marketing or promotional purposes.
• Message frequency: Message frequency varies based on your interactions with the shop (e.g., one confirmation per booking, one reminder per upcoming appointment).
• Message and data rates may apply.
• Opt out: Reply STOP at any time to stop receiving messages. Reply HELP for assistance. You may also contact us directly at the email below.
• Text messaging originator opt-in data and consent will not be shared with any third parties for marketing purposes.

4. How We Use Information

• To operate, maintain, and improve the RatchetCall voice and SMS service
• To build and configure your shop’s AI receptionist agent
• To process billing and manage your subscription
• To respond to support requests
• To monitor service performance and quality assurance

We do not sell personal information. We do not use call, SMS, or opt-in data to train third-party foundation models beyond what is required to operate the underlying voice and language processing services described below.

5. Third-Party Service Providers

RatchetCall relies on a small set of specialized infrastructure providers to deliver the service. Each handles a limited slice of data necessary for its specific function, under its own respective privacy and security terms:

• Telephony & messaging infrastructure — call routing, phone number provisioning, and SMS delivery
• Voice & speech processing — voice agent orchestration and speech-to-text transcription
• Scheduling & data storage — booking and appointment data
• Payment processing — subscription billing
• Website analytics — privacy-focused, cookie-free traffic measurement

We do not publish the specific vendors behind each category, as our infrastructure configuration is proprietary. This does not limit your rights regarding your own data — contact us using the information below for any questions about how a specific category of data is handled.

6. Data Retention

We retain call recordings, transcripts, and booking data for as long as your subscription is active and for a reasonable period afterward for support and legal purposes. You may request deletion of your data by contacting us, subject to any records we are required to retain by law.

7. Your Rights

Depending on your location, you may have the right to request access to, correction of, or deletion of your personal information — and depending on your state, you may have other rights as well. To exercise these rights, contact us using the information below.

8. Children’s Privacy

RatchetCall is a business-to-business service intended for use by auto repair shop owners and operators. It is not directed at, and we do not knowingly collect information from, children under 13.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be reflected by an updated effective date at the top of this page.