Who this covers
This policy explains how Carbon (“Carbon”, “we”, “us”) handles personal information. It applies to:
- Website visitors of carbonleadplatform.com and the former carbonform.io domain.
- Customers: marketing teams, agencies and lead-generation companies that use the Carbon app, and the people on their teams.
- People who fill in a journey (a quote, estimate or intake flow) that runs on Carbon, whether on a customer’s website, on a Carbon link, or inside an AI assistant.
- Lead buyers: contractors, agents, firms and other businesses that receive or buy leads through Carbon.
When a journey is run by one of our customers, that customer decides how your information is used and is responsible for it. We process it on their behalf. See Journeys run by our customers.
What we collect
Information you give us
- Journey answers, such as the service you need, your ZIP code, property or project details and timeline.
- Contact details, such as your name, phone number and email address, when you ask to be contacted.
- Account details for customers and buyers: name, work email, phone number, company, and billing details. Card payments are handled by our payment processor, and we don’t store full card numbers.
- Messages you send us by text, email or through the app.
Information collected automatically
- Consent records: the exact consent wording you saw, a snapshot of the page, the time, your device and browser, your IP address, the journey version, and whether you confirmed your phone number with a code.
- Usage and device data: pages and steps viewed, answers changed, time spent, the ad or link that brought you (for example UTM parameters and ad click IDs), and approximate location derived from your IP address.
- Quality signals used to catch duplicates, unreachable numbers and automated traffic.
Information from others
- Phone carrier and number-validation information from our texting providers.
- Outcomes reported by lead buyers, such as whether an inspection was booked or a job was won, and the final price.
How we use it
- To run journeys, show estimates and results, and connect you with the businesses you asked to hear from.
- To send the texts and emails you asked for, including phone confirmation codes.
- To check lead quality, prevent fraud and keep consent records that show you agreed to be contacted.
- To let customers test and improve their journeys (for example, which question wording helps people finish).
- To bill customers and buyers, manage prepaid credit, and handle disputes and refunds.
- To support, secure and improve Carbon, and to meet legal obligations.
We may use de-identified or aggregated data, which can’t reasonably identify you, to improve estimates and benchmarks.
Who we share it with
- The businesses named or described in the consent you gave. When you ask to be contacted, your contact details and answers go to the customer running the journey and, where the consent says so, to up to four matched businesses (for example local contractors). Each business’s use of your information is covered by its own privacy policy.
- Service providers that help us run Carbon, such as hosting, texting and calling, email, payments, analytics and customer support. They may use the information only to provide their services to us.
- Advertising platforms, on our customers’ instructions, to measure campaign results (for example, reporting that a lead was qualified). Customers are responsible for configuring this lawfully.
- For legal reasons: to comply with law or legal process, to protect rights and safety, or to investigate fraud.
- In a business transfer, such as a merger or acquisition, subject to this policy.
We never share or sell your text-messaging opt-in or your consent to receive texts with third parties for their own marketing. Your phone number goes only to the businesses covered by the consent you gave.
Journeys run by our customers
Most journeys are published by Carbon customers under their own brand and domain. For those journeys, the customer is the business responsible for your information, and Carbon acts as its service provider. For questions or requests about a specific journey, contact the business shown on it. We’ll help them respond. If you contact us directly, we’ll forward your request to them when we can identify them.
Carbon also runs some journeys itself. In those cases we are the business responsible for your information, and this policy applies directly.
Texts and calls
If you agree to be contacted, you may get texts and calls about your request, including by automated means. Message frequency varies. Message and data rates may apply. Reply STOP to opt out of texts or HELP for help. Calls may be recorded and summarized to keep the lead record accurate, where the law allows and with any notice the law requires. Details are in Consent and texting.
Cookies and analytics
We use cookies and similar technologies to keep you signed in, remember your place in a journey, keep A/B test assignments consistent, and measure how pages perform. Journeys may also load analytics or ad-measurement tags that our customers add. You can control cookies in your browser settings. Blocking some cookies may break parts of a journey.
How long we keep it
We keep information for as long as we need it for the purposes above. Consent records are kept for at least five years, because businesses may need to prove consent. Customers can set shorter retention for their own leads where the law allows. When we no longer need information, we delete or de-identify it.
Your choices and rights
- Texts: reply STOP at any time.
- Email: use the unsubscribe link in any marketing email.
- Access, correction and deletion: depending on where you live, including California and other U.S. states, you may have the right to know what we hold about you, get a copy, correct it, delete it, and opt out of “sales” or “sharing” of personal information as those laws define them. We won’t discriminate against you for using these rights.
To make a request, email privacy@carbonform.io. We’ll verify your request using information we already have, such as your phone number. An authorized agent may make a request for you with your permission.
Security
We use administrative, technical and physical safeguards, including encryption in transit, access controls and audit logs. Carbon staff can view a customer account only with a written reason, for a limited time, and every session is logged. No method of transmission or storage is completely secure.
Children
Carbon isn’t directed to children under 16, and we don’t knowingly collect their personal information. If you believe a child has given us information, contact us and we’ll delete it.
Changes
We’ll post changes here and update the date above. If a change materially affects how we use information we already have, we’ll give notice as required by law.
Contact us
Privacy questions or requests: privacy@carbonform.io.