Privacy Policy

PRS CARES — Pacific Repair Services, LLC · Last updated: 2026‑08‑07

This Privacy Policy explains how Pacific Repair Services, LLC and its PRS CARES program ("PRS CARES," "we," "us," or "our") collect, use, share, and protect information when you use our website, member app, text messaging, connected leak sensors, and related services.

1. Information we collect

Information you give us

Name, email address, mobile phone number, service address and mailing address.
Appliance and home-system details, including brand, model number, serial number, age, and purchase information.
Service requests, appointment preferences, notes you write, and photos you choose to submit.
Membership plan selection, membership ID, and the referral code of the representative who assisted you.
Messages you send us by text, email, or in-app support.

Information created by using the service

Service and repair history, technician assignment, job status, and parts used.
Rewards activity in the CARES Pass feature.
Login events, device and browser information, IP address, approximate location derived from IP, and app usage.

Connected leak sensor data

If your plan includes water sensors or an automatic shutoff valve, we receive data from those devices through the manufacturer's cloud service, including device identifier, water-detected alerts, sensor fault and battery status, signal strength, event timestamps, and the property or room the device is mapped to. We do not receive audio, video, or images from these devices.

Payment information

Membership and plan payments are processed by our billing and contract partners. We do not store full payment card numbers in the app.

2. How we use information

To enroll you, create and manage your membership, and issue your membership ID.
To schedule, dispatch, perform, and track repair and maintenance service.
To submit plan enrollments to our contract administrator so coverage is placed.
To send you appointment, technician status, account, and sensor alert notifications by text, email, or push, and to send marketing where you have opted in.
To open and support claims at your request.
To operate automated and AI-assisted features that answer questions and route messages. See our AI Disclosure.
To attribute enrollments to the representative who assisted you and calculate their compensation.
To secure the service, prevent fraud and abuse, keep records, and comply with law.

3. Who we share information with

We do not sell your personal information, and we do not share it with third parties for their own marketing. We share only what is needed with the following categories of providers:

Category	What is shared and why
Field service and dispatch platform	Your contact details, service address, appliance details, and job information, so technicians can be scheduled and dispatched.
Warranty and home-service contract administrator and its obligor	Enrollment and product details needed to place and administer your coverage and process claims.
Connected device manufacturer and its cloud platform	Device identifiers and the property mapping needed to receive alerts and, where enabled, operate a shutoff valve.
Messaging and email providers	Your phone number or email and the content of the notification, in order to deliver it.
Hosting, database, and analytics infrastructure	Storage and processing of the data described above on our behalf.
Payment and billing partners	The information needed to process membership and plan payments and refunds.

We may also share information when required by law, subpoena, or valid legal process; to protect the rights, property, or safety of any person; and in connection with a merger, acquisition, or sale of assets, in which case we will require the recipient to honor this policy.

Text messaging consent is never shared. Mobile information and SMS opt-in data and consent are not shared with any third parties or affiliates for marketing or promotional purposes. Sharing with subcontractors and vendors that support our services, such as message delivery providers, is limited to what is necessary to deliver the message.

4. Text messaging

By providing your mobile number and opting in, you consent to receive text messages about appointments, technician status, account and service updates, sensor alerts, and, where you separately opt in, promotions. Message frequency varies. Message and data rates may apply. Reply STOP to opt out and HELP for help. Consent to marketing texts is not a condition of purchase. Full terms are at prscares.app/sms.

5. Automated decisions and AI

We use automated systems and artificial intelligence to answer common questions, draft replies, and route work. Your messages and account context may be processed by AI providers to generate a response. We do not use AI to make coverage, claim, eligibility, or pricing decisions, and we do not sell your data to train unrelated commercial models. See the AI Disclosure for detail and for how to reach a person instead.

6. Cookies and local storage

We use cookies and browser local storage to keep you signed in, remember your language and preferences, operate the app offline, and understand how the app is used. We do not use third-party advertising trackers in the member app. You can clear or block cookies in your browser, though the app may not work correctly without them.

7. Security

We use administrative, technical, and physical safeguards including encrypted transport, secure sign-in links instead of stored passwords, HttpOnly session cookies, role-based staff access, rate limiting, and secrets kept out of application code. No system is perfectly secure, and we cannot guarantee absolute security. If a breach affects your personal information, we will notify you as required by Hawaii law.

8. Retention

We keep your information for as long as your membership is active and afterward as needed for service history, warranty and claim records, accounting, and legal obligations. Diagnostic logs and sensor event records are kept on a rolling short-term basis. When information is no longer needed we delete or de-identify it.

9. Your choices and rights

Messages. Reply STOP to any text, use the unsubscribe link in emails, or contact us. You will still receive transactional messages about service you have requested unless you close your account.
Access and correction. You can view and update your profile in the app, or ask us for a copy of the information we hold about you.
Deletion. You can ask us to delete your personal information. We may need to keep records tied to an active contract, an open claim, or a legal obligation.
Sensors. You can ask us to unmap or deactivate a connected device at any time, which ends leak alerting for that device.

To make a request, contact us using the details below. We will verify your identity before acting, and we will not discriminate against you for exercising a privacy right. If you live in a state with additional privacy rights, we will honor those rights where they apply to you.

10. Children

The Services are intended for adults. We do not knowingly collect personal information from anyone under 18. If you believe a minor has given us information, contact us and we will delete it.

11. Changes to this policy

We may update this policy. We will change the "Last updated" date above and, for material changes, give notice in the app, by email, or by text.

12. Contact us

Pacific Repair Services, LLC (PRS CARES)
540 Lagoon Dr, Honolulu, HI 96819
Phone: (808) 824‑3643
Email: privacy@prscares.com