Privacy Policy

1. Introduction

This Privacy Policy (“Policy”) describes how sento LLC (“Sento,” “we,” “us,” or “our”) collects, uses, discloses, stores, and protects information when you visit www.sento-va.com, register for or use the Sentofield service management platform (the “Platform” or “Services”), or use the Sento mobile application for iOS and/or Android (the “App”).

Sento is a multi-tenant software platform for field service operations, including dispatch, job and lead management, WhatsApp lead automation, live technician location tracking, financial ledger and settlement workflows, and related analytics.

By accessing or using the Services, you acknowledge that you have read and understood this Policy. If you do not agree, do not use the Services.

2. Scope and Roles

2.1 Who this Policy covers

This Policy applies to:

• Business customers ("Customers" or "Tenants") who register an organization on Sento;
• Authorized users within a Customer organization, including owners, administrators, managers, dispatchers, and field technicians ("Users");
• Publishers and marketing partners whose contact and attribution metadata is stored in a Customer's Sento workspace; and
• Individuals whose information appears within Job Data processed on behalf of a Customer (see Section 2.2).

2.2 End Customers and Job Data

Sento does not create standalone user accounts or end-customer profiles for homeowners, tenants, or other recipients of field services. Instead, information about those individuals is stored exclusively as Job Data within a Customer's tenant workspace — for example, customer name, phone number, service address, issue description, appointment details, payment amounts, and job status fields attached to a specific lead or job record.

Job Data is entered manually by Customer personnel, imported by the Customer, or received through automated channels such as WhatsApp webhooks. It is scoped to the Customer's organization and is not shared across tenants.

If you are an individual whose details appear in Job Data, please contact the service business that performed or scheduled your work to exercise privacy rights relating to that record. We will assist our Customer as required by law and our agreements.

2.3 Controller vs. processor (role lock-in)

Under applicable U.S. state privacy laws (including the CCPA/CPRA, the Texas Data Privacy and Security Act, the Virginia Consumer Data Protection Act, and similar frameworks) and analogous controller/processor regimes:

• Business / Controller: For account, billing, authentication, platform security, and product-improvement data relating to Customers and Authorized Users, Sento acts as the “business” (CCPA/CPRA) / data controller.
• Service Provider / Data Processor: For Job Data, lead content, messaging payloads (including publisher outbound WhatsApp templates containing Job Data parameters), technician location telemetry processed for Customer operations, and payment-operation / settlement records that Customers generate or configure through the Platform, the Customer (Tenant) is the sole “business” / Data Controller, and Sento acts strictly as a “service provider” / Data Processor on the Customer’s documented instructions.
• Customer — not Sento — determines the purposes and means of processing Job Data and workforce data. Customer is solely responsible for providing all required notices and obtaining all required consents from personnel, contractors, publishers, and individuals described in Job Data, and for responding to consumer privacy requests directed at Job Data.
• Sento processes such Customer-controlled data only to provide, secure, and improve the Services as described in this Policy and the Terms of Service, and not to sell personal information or to use Job Data for Sento’s independent commercial purposes unrelated to providing the Services.

3. Information We Collect

3.1 Tenant and account data

When a Customer registers or manages a workspace, we may collect organization name, workspace identifier, subscription plan tier, onboarding status, billing interval, subscription status, Stripe customer and subscription identifiers, WhatsApp Business Account metadata from Meta activation flows, tenant configuration (tax settings, operating regions, locations), and related administrative settings.

3.2 User roles and profile data

Each Customer organization contains authenticated User accounts assigned to roles such as Super Admin (General Manager), Admin, Manager, Dispatcher, and Technician. Depending on role and usage, we may collect:

• Full name, phone number, and optional email address;
• Hashed password credentials;
• Assigned service areas, locations, and role-based permissions;
• Technician profile fields such as availability status, specializations, daily job limits, commission settings, field-operation profile, and performance metrics;
• Manager commission and settlement configuration;
• Session metadata, refresh tokens, IP address, user agent, device identifiers, and device session records;
• Optional mobile push notification tokens.

Technician accounts are linked to User accounts and may include additional operational fields used for dispatch, live mapping, and settlement.

3.3 Publisher and partner metadata

Customers may configure Publisher records representing external lead sources or marketing partners. We may store publisher name, phone number and/or WhatsApp contact number, Meta WhatsApp phone-number identifiers used for inbound attribution, commission and settlement configuration, and historical lead and job attribution tied to that publisher. Publisher records are workspace metadata controlled by the Customer; they are not consumer-facing Sento accounts.

3.4 WhatsApp and messaging data

If a Customer enables WhatsApp integration through Meta's Cloud API, we may receive and process inbound WhatsApp message content, sender phone numbers, message timestamps, Meta message identifiers, webhook verification events, and account or phone-number status updates from Meta.

We use this data to ingest leads, deduplicate webhook deliveries, parse structured job fields, convert leads to jobs, attribute inbound traffic to Publishers, and — where configured by the Customer — send limited operational outbound template notifications to Publishers only. Sento does not use Meta Cloud API as a platform channel to send marketing or transactional messages directly to end customers or field technicians.

Publisher closed-loop Job Data. Publisher outbound templates may include end-customer name, phone number, and service address in template body parameters. That information is Job Data that originated from (or was supplied through) the Publisher's own lead feed or Customer's workspace and is returned to the same Publisher as an operational status / job-feedback loop. This closed-loop disclosure is performed solely at Customer's direction to operate Publisher relationships. It is nota “sale” or “sharing” of personal information for cross-context behavioral advertising under the CCPA/CPRA or analogous state privacy laws, and Sento does not sell or share such Job Data for advertising purposes.

Automated processing may include:

• Template and pattern matching against Customer-configured parser rules;
• Rule-based field extraction; and
• Optional AI-assisted extraction for unstructured messages on eligible subscription tiers (see Section 5).

We do not use WhatsApp message content to build advertising profiles or sell messaging data to third parties.

3.5 Job Data (including end-customer information)

Through manual entry, imports, or automated channels, Customers may store Job Data that can identify individuals, including end-customer name, phone number, service address (including geocoordinates where available), issue or service description, appointment windows, job and dispatch history, parts usage, closure notes, payment amounts and method categories, tax treatment, commission splits, technician shares, publisher shares, and ledger entries. This information exists only as records within the Customer's tenant and is not maintained as a separate end-customer login or profile system.

3.6 Location and GPS data

When a Technician uses the App, grants location permissions, and acknowledges Sento's in-app location disclosure (versioned and logged), Sento may collect precise location data (latitude, longitude, accuracy, speed, heading, and timestamp); last-known location for the Customer's internal live fleet map and dispatch proximity scoring; historical GPS log entries while the technician is on duty (for example, available, en route, or on job); and a limited proof-of-service location snapshot associated with job closure where captured.

The App may request foreground and, where permitted by the device operating system, background location updates strictly during active duty / on-shift operational states. Permitted purposes are limited to: (i) Customer's internal dispatch optimization and fleet visibility; (ii) route and proximity scoring; (iii) operational integrity; and (iv) retaining a job-closure proof-of-service location snapshot with the Job record. Sento does not use technician GPS to send live customer-facing arrival updates, consumer ETA messages, marketing messages, or third-party advertising.

Employer / Tenant statutory notices. Customer — not Sento — is the employer or contracting party of field personnel and bears 100% of the statutory obligation to provide any required written or electronic Electronic Monitoring Notices and to obtain any required consents before enabling location monitoring, including under the laws of New York, Connecticut, Delaware, California, and any other applicable jurisdiction. In-app disclosures and OS permission prompts are software controls only and do notreplace Customer's legal notice duties. Technicians can stop sharing by going offline, disabling location permissions, or uninstalling the App, subject to Customer operational policies.

We do not use technician location data for unrelated advertising or data brokerage.

3.7 Financial, payment, and ledger data

Sento processes financial and settlement information to support field operations, including job charges, deposits, final payments, refunds, payment status, payment method categories (such as cash, bank transfer, card, or configured internal/external card rails), technician, manager, and publisher balances, settlement and payout history, commission rates, revenue shares, parts costs, and job-closure financial snapshots.

Sento uses Stripe, Inc. and related Stripe services to process subscription billing and, where enabled, connected payment flows. We do not store full payment card numbers or CVC codes on our servers. Stripe collects and processes card data under its own privacy policy and PCI-DSS obligations. We may receive limited billing metadata such as customer ID, subscription ID, payment status, card brand, and last four digits.

Customers are responsible for lawful collection of payments from their clients and for compliance with applicable tax, consumer-protection, and financial regulations.

3.8 Automatically collected technical data

• Log files, error reports, and diagnostic events;
• API request metadata, authentication events, and audit logs;
• Browser or device type, operating system, app version, and performance metrics;
• Security signals such as failed login attempts and webhook signature validation results;
• Cookies and similar technologies on our website (see Section 10).

3.9 Information from third parties

We may receive information from service providers including:

• Meta Platforms (WhatsApp Cloud API, Embedded Signup, webhook events);
• Stripe (billing and payment events);
• Twilio (telephone number provisioning and voice verification, where enabled);
• OpenAI or equivalent AI providers (optional lead parsing); and
• Cloud infrastructure, database, caching, and monitoring providers that host or support the Services.

4. How We Use Information

We use information to:

• Provide and operate the Services, including multi-tenant workspace isolation, dispatch, job lifecycle management, inventory, calendar, analytics, and reporting;
• Process WhatsApp inbound leads, parse job fields, convert leads to jobs, and attribute leads to Publishers;
• Enable live location and dispatch features, including technician maps, proximity scoring, route optimization, and availability monitoring;
• Calculate and display financial records, including payments, commissions, settlements, ledgers, and exportable reports on eligible plans;
• Process subscriptions and add-ons through Stripe;
• Send service communications such as verification messages, security alerts, billing notices, and operational notifications configured by the Customer;
• Maintain security and integrity, including fraud prevention, abuse detection, access control, audit logging, and webhook verification;
• Improve and develop the Platform, including debugging, reliability analysis, and parse-quality improvements; and
• Comply with law, enforce our terms, respond to lawful requests, and protect rights, safety, and property.

We do not sell personal information. We do not use WhatsApp content or technician GPS data for third-party advertising.

5. Automated Processing and AI (OpenAI API)

Sento may use automated means — including rules, templates, and optional AI models — to extract structured job fields from unstructured WhatsApp messages and similar inputs. Automated processing is used to identify lead fields, match messages to known templates, reduce manual data entry, and improve parsing accuracy over time through template caching and pattern learning on eligible tiers.

OpenAI API Platform disclosure. On eligible Subscription tiers, when Customer enables AI-assisted lead parsing, Sento transmits the raw incoming message context (which may contain personal information about end customers and other individuals) to OpenAI, L.L.C. via the official OpenAI API Platform (API base https://api.openai.com/v1, chat completions endpoint), authenticated with Sento's corporate API credentials. The transmission is limited to the system extraction instructions and the inbound message text required for field extraction and optional parser-pattern suggestions. Sento does not use consumer ChatGPT accounts for this processing.

Under OpenAI's published business / API data controls (as of the date of this Policy): (i) API inputs and outputs are not used to train OpenAI models by default; and (ii) OpenAI may retain API content temporarily (typically up to thirty (30) days) solely for abuse monitoring and safety, unless longer retention is required by law or a Zero Data Retention arrangement applies to Sento's OpenAI organization. Sento does not sell AI parsing inputs or outputs and does not use them for advertising.

Customers are responsible for reviewing automated outputs before relying on them for dispatch or billing. Where required by law, Customers must provide appropriate notice and obtain consent for automated processing affecting their personnel or the individuals described in Job Data before enabling AI parsing.

6. How We Share Information

6.1 Within a Customer organization

Authorized Users receive access based on role. For example, managers may view fleet maps, job financials, and team performance; technicians may view assigned jobs and their own earnings or settlement data subject to permissions. Job Data is visible only within the Customer tenant that created or received it.

6.2 Service providers and subprocessors

We use trusted third parties that process data on our behalf to operate the Services. Material subprocessors for Job Data, messaging, and AI include:

• Meta Platforms, Inc. — WhatsApp Cloud API inbound webhooks and publisher-only outbound template delivery (template body parameters may include end-customer name, phone, and address as part of the Publisher closed-loop described in Section 3.4);
• OpenAI, L.L.C. — optional AI lead parsing of raw inbound message text via the OpenAI API Platform (see Section 5);
• Stripe, Inc. — SaaS subscription billing and enabled payment rails;
• Twilio Inc. — optional telephone number provisioning and voice verification; and
• Cloud hosting, database, caching, Redis real-time location/dispatch, email, monitoring, and analytics providers that host or support the Services.

We require service providers to handle data under contractual confidentiality and security obligations appropriate to their role. Customer instructs Sento to engage these subprocessors as needed to provide the configured Services.

6.3 At Customer direction

We share data as configured by the Customer, such as displaying Job Data to assigned technicians or sending Publisher closed-loop WhatsApp template notifications containing Job Data parameters. Such disclosures are performed as Customer's processor on Customer's instructions and do not constitute a sale of personal information by Sento.

6.4 Legal and safety

We may disclose information if we believe in good faith that disclosure is necessary to comply with applicable law, regulation, legal process, or governmental request; enforce our agreements; detect, prevent, or address fraud, security, or technical issues; or protect the rights, property, or safety of Sento, our Customers, Users, or others.

6.5 Business transfers

If we are involved in a merger, acquisition, financing, reorganization, or sale of assets, information may be transferred as part of that transaction, subject to standard confidentiality protections.

7. Data Security

We implement administrative, technical, and organizational measures designed to protect information, including encryption in transit (TLS/HTTPS), password hashing for User credentials, tenant-scoped data isolation, role-based access controls, authenticated API access with refresh-token rotation and device session management, webhook signature verification for Meta and other integrations where configured, audit logging of sensitive actions, and restricted internal access on a need-to-know basis.

No method of transmission or storage is completely secure. You are responsible for safeguarding your login credentials and managing User access within your organization. If you believe your account has been compromised, contact sento@gmail.com promptly.

8. Data Retention

We retain information for as long as reasonably necessary to provide the Services, fulfill the purposes described in this Policy, comply with legal, tax, accounting, and audit obligations, and resolve disputes and enforce agreements.

Retention periods vary by data type and Customer subscription tier:

• Job Data and lead records may be retained according to plan-based history limits (for example, fixed-day archives on some tiers and unlimited archives on others) and Customer workspace settings;
• Background GPS log entries are retained for a limited operational window (currently fourteen (14) days) and then purged on a recurring schedule, except that job-closure proof-of-service coordinates associated with a Job record may be retained with that Job Data for Customer’s operational, audit, and dispute purposes for as long as the Job Data is retained;
• Billing and subscription records may be retained as required for tax, accounting, and fraud-prevention purposes; and
• Audit and security logs may be retained for a defined period after the related event.

When information is no longer needed, we will delete, anonymize, or aggregate it in accordance with our retention schedules and applicable law.

9. Your Choices and Privacy Rights

Depending on your jurisdiction, you may have rights to access, correct, delete, or restrict certain processing of personal information, receive a portable copy of information you provided, withdraw consent where processing is consent-based, and lodge a complaint with a supervisory authority. We will respond to verified requests within the timeframes required by applicable law.

9.1 Account deletion (App Store and Google Play)

Individual Users (such as technicians, managers, or other invited users) may request deletion of their own Sento user account through the mobile App:

• Open the Profile screen in the Sento mobile App;
• Select Delete Account; and
• Confirm the request by entering your account password.

Upon successful deletion:

• Account credentials are invalidated and active sessions are revoked;
• Personal identifiers such as name, email, and phone are anonymized or removed from the active user profile;
• Linked technician live-location data is cleared from active operational stores; and
• An audit record of the deletion event may be retained for security and compliance.

Deleting an individual User account does not automatically delete the entire Customer organization, historical Job Data, financial records, WhatsApp lead history, or records retained in the Customer workspace. Organization owners may need to assign another administrator before deleting their account if they are the last active super admin. Technicians with active assigned jobs may be blocked from deletion until jobs are completed or reassigned. Certain records may be retained in anonymized, aggregated, or backup form for legal, accounting, fraud-prevention, or dispute-resolution purposes.

9.2 Organization-level deletion requests

Customers wishing to terminate service and delete an entire workspace should contact sento@gmail.com or support.sento@gmail.com. We will verify authority and process organizational deletion or export requests in accordance with our Terms of Service, applicable law, and any outstanding billing or legal obligations.

9.3 Job Data requests from individuals

Because Sento does not maintain standalone end-customer accounts, individuals whose information appears in Job Data should contact the relevant service business (the Customer) in the first instance. We will assist the Customer with verified requests as required by our agreements and applicable law.

9.4 Location controls

Technicians may control location collection through device operating-system settings and in-app availability status. Disabling location may limit dispatch, routing, and live-map functionality required by the Customer.

9.5 Marketing communications

If we send optional product marketing emails, you may opt out using the unsubscribe link in the message. Transactional and service-related communications may still be sent.

10. Cookies and Similar Technologies

Our marketing website and web dashboard may use cookies, local storage, and similar technologies to maintain login sessions, remember preferences, measure site performance, and protect against abuse. You can control cookies through your browser settings. Disabling cookies may affect certain website features.

11. International Data Transfers

Sento may process and store information in the United States and other countries where we or our service providers operate. These countries may have data protection laws different from those in your jurisdiction. Where required, we implement appropriate safeguards for cross-border transfers, such as standard contractual clauses or equivalent mechanisms.

12. Children's Privacy

The Services are intended for business use and are not directed to children under 16 (or the minimum age required in your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided us personal information, contact sento@gmail.com and we will take appropriate steps to delete it.

13. California Privacy Notice (CCPA/CPRA)

If you are a California resident, you may have additional rights, including the right to know, delete, and correct personal information, and to opt out of “sale” or “sharing” as defined by California law. We do not sell or share personal information for cross-context behavioral advertising. Publisher closed-loop Job Data disclosures described in Section 3.4 are performed as a service provider on Customer's instructions to operate an operational feedback loop and are not a sale or sharing by Sento for advertising purposes.

To exercise California privacy rights, email sento@gmail.com with “California Privacy Request” in the subject line. We may verify your identity before fulfilling the request. Requests concerning Job Data should ordinarily be directed first to the relevant Customer (service business), which is the Data Controller for that information.

14. European Privacy Notice (GDPR)

If you are located in the European Economic Area, Switzerland, or the United Kingdom, legal bases for processing may include contract performance, legitimate interests (such as security, product improvement, and fraud prevention), consent (where required), and legal obligation. You may contact us at sento@gmail.com to exercise applicable rights and may have the right to lodge a complaint with your local data protection authority.

Where Sento processes Job Data or employee/contractor location and workforce data on behalf of a Customer, the Customer is the controller and Sento acts as processor under this Policy and the Terms of Service (and any separate data processing addendum the parties execute, if any).

15. Third-Party Links and Services

The Services may link to or integrate with third-party websites and services. Their privacy practices are governed by their own policies. We encourage you to review:

• Stripe Privacy Policy (stripe.com/privacy)
• Meta / WhatsApp Business Policy (whatsapp.com/legal/business-policy)
• Twilio Privacy Policy (twilio.com/legal/privacy)
• OpenAI Privacy Policy (openai.com/policies/privacy-policy)

16. Changes to This Policy

We may update this Policy from time to time. When we do, we will revise the effective date shown at the top of this page and, where required, provide additional notice (such as email or in-app notification). Continued use of the Services after the effective date constitutes acceptance of the updated Policy.

17. Contact Us

For privacy questions, requests, or complaints, contact us using the information below.