1. Who we are and what this policy covers
PalWest LLC (“PalWest,” “we,” “us” or “our”) provides PalWest, software that runs operations for contracting businesses in the United States, and West, its AI assistant. This policy explains how we handle personal information when businesses and their teams use PalWest, when people visit our website, and when a business’s clients and crews use the pages PalWest provides for them.
Our relationship is different for two kinds of information. For information about the businesses that sign up and their team members, and about visitors to our website, we decide how it is used. For the information a business keeps in PalWest about its own clients, crews and suppliers, we act as a service provider to that business and process it on its behalf. See Information about your clients.
Using PalWest is also subject to our Terms of Service.
2. Information we collect
We collect information you give us, information created as you use PalWest, and information from services you connect.
Account and profile. Your name, email address and profile picture from sign-in with Google, your role, your business’s name, address, phone, logo, time zone and other business details, team members you invite, and your plan and billing status. Where sign-in with email and password is turned on, PalWest also stores your password in a form that cannot be read back, and a security log of sign-in events.
Business records. Clients and their contact details and property addresses, inquiries, projects, quotes and signatures, change orders, invoices, payments, expenses and purchases, catalog items, tasks, notes and reports. If you connect QuickBooks Online, also your QuickBooks company settings.
Files and photos. Photos taken on the job site, documents, receipts, logos, quote and invoice PDFs and email attachments you save. Photos taken in the field app are saved without the location data embedded in the image; other uploads are stored as uploaded.
Location and maps. Project and client addresses, and the map locations PalWest finds for them. When a crew member clocks in or out or takes a job site photo on the field pages, PalWest asks the device for its location once, for that action only, if the crew member allows it. PalWest never tracks location in the background. Clock-in locations are shown to the office only.
Email. If you connect Gmail, PalWest reads the messages and attachment details in that mailbox and keeps a copy of recent conversations so you can work with them in PalWest. It saves drafts to your mailbox when you ask, sends the replies you approve, and, if you turn it on, sends an automatic acknowledgement to new quote requests, based on an automated review of incoming email. Emails PalWest sends for you, such as quotes, invoices and reminders, and their delivery status, are kept with your records.
Text messages. Texts PalWest sends to your clients for you and their replies, phone numbers, delivery status and opt-outs, and the business details needed to verify your business’s texting number with the phone carriers.
Schedule and calendar. Visits, work days, crew assignments, availability and reminders kept in PalWest’s own schedule. PalWest does not connect to outside calendars.
Field and crew. Crew members’ names, contact details, roles and pay rates you enter, time entries, daily logs, checklists, voice notes and their transcripts, receipts, problems and safety reports from the field.
Conversations with West. What you ask West, West’s replies, and the drafts and changes West prepares and you approve or decline.
Payments. Subscription payments are handled by Stripe, and your clients’ card payments are entered on Stripe’s pages for your own Stripe account. PalWest receives payment status, amounts and references, not full card numbers.
Device and usage. IP address, browser and device type, pages requested, sign-in times, errors and page load measurements, and security logs such as failed sign-in attempts. Settings such as light or dark appearance, drafts in progress and calendar preferences are stored in your own browser.
3. How we use information
- to provide PalWest: keep your records, send the quotes, invoices, emails and texts you ask for, run your schedule and field pages, and show your team what needs attention;
- to run West’s AI features when you use them, as described in AI processing;
- to connect the services you choose, such as Gmail, Stripe and QuickBooks Online;
- to bill subscriptions and manage free access;
- to secure PalWest: verify sign-ins, limit repeated attempts, prevent fraud and misuse, and investigate problems;
- to fix errors and measure how quickly pages load, so we can improve PalWest;
- to communicate with you about your account, changes to PalWest and these policies, and support requests; and
- to meet legal obligations and enforce our Terms.
We do not sell personal information, we do not share it for cross-context behavioral advertising, and we do not use it for targeted advertising. PalWest has no advertising cookies or advertising trackers.
4. AI processing
West uses AI service providers to understand requests and prepare results such as drafts, summaries and details read from documents. To do this, they receive the request and the information needed to complete it, which can include records, emails and attachments. We use them only to provide PalWest’s features.
- When AI email features are on, the content and attachments of email in a connected mailbox may be sent to AI service providers, for example to summarize a conversation or draft a reply.
- When your business turns on automatic acknowledgements of quote requests, they are sent based on an automated review of incoming email.
- Crew voice notes are sent to a speech-to-text provider to be turned into text.
- AI results can be wrong. Changes West prepares are applied, and replies West drafts are sent, only after a person on your team approves or sends them; automatic acknowledgements of quote requests, once your business turns them on, are the one exception.
5. Information from Google
PalWest’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy(opens in a new tab), including the Limited Use requirements.
Sign-in with Google gives PalWest your name, email address and profile picture. If you connect Gmail, PalWest asks for permission to read your mail and to create and send messages. PalWest uses Gmail data only to show and organize your email in PalWest, link it to your records, prepare summaries and reply drafts you ask for, send the replies you approve and the automatic acknowledgements you turn on, and read attachments you choose. To provide these features, Gmail data may be processed by AI service providers. We do not use Gmail data for advertising, do not sell it, and do not use it to train generalized AI models. People at PalWest do not read your Gmail data unless you ask us to for support, it is needed for security or to investigate misuse, or the law requires it.
Disconnecting Gmail in Settings stops PalWest’s access to your mailbox. Mail PalWest has already saved stays with your records until you delete it or ask us to. Also remove PalWest under third-party access in your Google Account(opens in a new tab). To have the Google data PalWest holds deleted, email legal@palwest.com.
6. QuickBooks Online
Only an owner or admin can connect QuickBooks Online. When connected, PalWest reads your company’s settings, such as its name, country, addresses and accounting preferences, and lets owners and admins search for QuickBooks records from PalWest. PalWest keeps the connection current and reads your company’s settings again from time to time. When invoice and payment sync becomes available and you turn it on, PalWest will create and update in QuickBooks the invoices, payments and QuickBooks customers you choose to sync.
PalWest keeps a record of its QuickBooks activity so problems can be traced. When you disconnect, PalWest asks Intuit to revoke its access and deletes the credentials it held for your company. It keeps your company’s settings and the record of which company was connected, so a later reconnect can pick up where it left off.
9. How long we keep information
We keep a business’s information while its account is active, because the business relies on PalWest to keep its records. Specific periods:
- West conversation history: 30 days by default.
- Voice note recordings: kept with the voice note until the account is deleted or you ask us to delete them; the written transcript stays with the record.
- QuickBooks access: deleted when you disconnect. If Intuit cannot confirm the disconnect, it is kept only while PalWest retries, and deleted within about 60 days.
- Records of QuickBooks activity: kept with your account, with their detailed contents removed after about 13 months.
- Email saved from Gmail: kept with your records until you delete it, ask us to, or the account is deleted. Conversations deleted in Gmail are marked unavailable in PalWest.
- Email and text opt-outs: kept so that people who opted out are not contacted again.
When an account is closed and the owner asks us to delete it, we delete or de-identify its information within a reasonable time, except what we must keep for legal, tax, accounting or security reasons or to resolve disputes. Backups are overwritten in the normal course.
10. Security
We protect information with safeguards suited to what PalWest holds, including:
- encryption in transit and at rest;
- access controls, so each person sees only their own business’s information and what their role allows;
- protections on sign-in, and private storage for files; and
- monitoring for errors and misuse.
No system is perfectly secure. If we learn of a security breach that affects your personal information, we will notify you and others as the law requires. Please tell us at legal@palwest.com if you see anything that looks wrong.
11. Your choices and US state privacy rights
Choices in PalWest. You can update your profile and business details in Settings, disconnect Gmail or QuickBooks Online, and turn off client messages. The owner can download an export of the business’s records from Settings, under Recovery and records. Clients can opt out of texts by replying STOP and out of emails with the unsubscribe link.
State privacy rights. Depending on where you live, laws such as the California Consumer Privacy Act (as amended by the California Privacy Rights Act) and the privacy laws of other states give you some or all of these rights over personal information we hold about you:
- to know what personal information we collect, use and disclose, and to get a copy of it in a portable format;
- to correct inaccurate information;
- to delete information, with the exceptions the law allows;
- to opt out of the sale or sharing of personal information, targeted advertising and certain profiling. We do not do any of these;
- to limit the use of sensitive personal information. We use sensitive information, such as sign-in details and precise location at clock-in, only to provide PalWest and keep it secure; and
- not to be treated differently for using these rights, and, where the law provides it, to appeal our decision on your request.
Categories we collect. In the terms California law uses, in the last 12 months we collected identifiers (such as name, email, phone, IP address), personal records (such as address and payment status), commercial information (such as quotes, invoices and subscriptions), internet activity (such as pages used and errors), precise geolocation (crew location at clock-in and on photos), audio and visual information (voice notes and photos), and professional information (such as job titles and pay rates). We collect them from you, your business, your devices and the services you connect, for the purposes in How we use information, disclose them only to the recipients in How we share information, and keep them for the periods in How long we keep information.
Making a request. Email us at legal@palwest.com and tell us which right you want to use. We will confirm your identity, usually by matching the email address on your account, before we act, and respond within the time the law requires. An authorized agent may make a request for you with your signed permission. If we deny your request, you can appeal by replying to our decision; if you are not satisfied, you may contact your state attorney general.
California “Shine the Light.” California residents may ask whether we disclose personal information to third parties for their own direct marketing. We do not. Requests can be sent to legal@palwest.com.
If your information is held by a contracting business that uses PalWest, such as a contractor you hired, please send your request to that business. We will help it respond.
12. Information about your clients
Businesses use PalWest to keep information about their own clients, crews and suppliers, and PalWest’s client pages, payment pages, quote review pages, request forms and crew links collect information on their behalf. For this information, the contracting business decides what to collect and how to use it, and PalWest acts as its service provider: we process it only to provide PalWest to that business, as its instructions and our Terms allow, and we do not sell it or use it for our own marketing.
The business is responsible for telling its clients and crews how it uses their information and for getting any consent the law requires, such as consent to receive text messages. If you are a client or crew member of a business that uses PalWest, please contact that business with questions or requests about your information.
13. Children
PalWest is a business service for adults. It is not directed to children, and we do not knowingly collect personal information from children under 13, or from anyone under 16 for any sale or sharing. If you believe a child has given us personal information, contact us and we will delete it.
14. Changes to this policy
We will update this policy when our practices or the law change. The date at the top shows when it last changed. If a change is material, we will tell account owners by email or in PalWest before it takes effect.
15. Contact us
For privacy questions and requests, contact:
PalWest LLC 702 Donny Brook Dr, Wylie, TX 75098 legal@palwest.com