What Hank knows, and what we do with it.

Who we are

Hank is operated by Schwartz Software Group LLC (“Hank,” “we,” “us”), a New York LLC. Our product is an AI answering service for trade shops — plumbers, electricians, HVAC, roofers, landscapers. This policy covers itshank.com, the Hank iOS app, and the SMS/RCS conversations Hank handles on behalf of shops.

What we collect

If you called a shop that uses Hank:

• Your phone number (the caller ID).
• The contents of any text messages you send to Hank.
• Basic call metadata — date, time, duration, the number you called.
• A voicemail recording if you left one, and a transcript of it.

If you’re a shop owner using Hank:

• Account information — name, email, business name, phone, address.
• Billing information processed by Stripe (we don’t store full card numbers).
• Settings you configure, customer conversations Hank has handled for you, and notes you add.

If you visit itshank.com:

• Standard server logs (IP address, browser, pages viewed).
• Analytics events via PostHog (we don’t use ad tracking).
• If you submit the signup or walkthrough form, your email and what you typed.

How we use it

The phone number you called from and your messages are shared with the shop you called — that’s the whole point of Hank. The shop sees its own customers’ conversations in the Hank app the same way they’d see voicemails or texts.

We use an AI provider (Anthropic) to generate Hank’s replies. Message contents are sent to Anthropic to compose responses. Anthropic processes them under their commercial API terms and does not train models on this data.

Voicemails are transcribed by a transcription provider for the shop to read. Texts and calls are routed through Twilio.

Service addresses you give us are sent to Google Maps for geocoding (so we can plot the job and route the technician). Only the address string and the resulting latitude/longitude/zip are exchanged.

Crash reports from the Hank mobile app are sent to Firebase Crashlytics so we can fix bugs faster. These include device model, OS version, and a stack trace at the moment of the crash — not your conversations or contact details.

Session recordings: with PostHog Session Replay enabled, the shop owner’s in-app screen interactions are recorded (text fields and images are masked by default) so we can debug UX problems. Customer-facing surfaces are never recorded.

Support email sent via the in-app “Report a bug” form is delivered to support@itshank.com through Resend; the email body, your account email, user ID, and platform info are included.

We use account and usage data to operate the service, prevent fraud, improve product quality, and bill shops correctly.

What we don’t do

We don’t sell your data. We don’t share your phone number or messages with anyone for advertising. We don’t run ad-network tracking pixels. The shop you called is the only third party that sees your conversation.

Messaging consent data: the records of how and when you opted in to Hank’s messaging program (the press-2 keypress, your phone number, the date/time of opt-in), and the messages exchanged through that program, are used solely to operate Hank’s messaging service for the shop you called. This consent data is not shared with any third parties for their own marketing purposes, nor used to populate any marketing list outside the shop you called.

Who we share with

• The shop you called — phone number, messages, voicemail, call metadata.
• Twilio — to deliver SMS, RCS, and route phone calls.
• Anthropic — to generate AI replies (content of messages only).
• Stripe — to process shop billing (no consumer data).
• Firebase / Google Cloud — for storage and infrastructure.
• Law enforcement — only when legally required (subpoena, court order).

How long we keep it

Conversations and call records are retained for as long as the shop’s account is active, plus 90 days after closure for dispute and compliance purposes. Voicemail recordings are deleted after 12 months unless the shop downloads or stars them. Server logs are kept for 30 days.

Your rights

You can ask us to:

• Tell you what data we have about you.
• Delete your data (subject to legal retention rules).
• Correct anything that’s wrong.
• Stop messaging you — reply STOP to any Hank text, or email us.

Email privacy@itshank.com for any of the above. We respond within 30 days.

California, Virginia, Colorado, Connecticut, and Utah residents have additional rights under state privacy laws (CCPA/CPRA, VCDPA, CPA, CTDPA, UCPA). All of them are covered by the email above.

Children

Hank isn’t for kids. We don’t knowingly collect data from anyone under 13. If you think we have, email privacy@itshank.com and we’ll delete it.

Security

Data in transit is encrypted (TLS). Data at rest in Firebase and our storage providers is encrypted. We use least-privilege access for our own team. No system is perfectly secure, but we treat your data like our own.

Changes

If we change this policy, we’ll update the date at the top. Material changes will get a notice on the site or in the app.

Contact

Schwartz Software Group LLC
Privacy: privacy@itshank.com
Support: support@itshank.com