Osmosis — Privacy Policy
Who we are
Osmosis is software for pool-service companies and the homeowners they serve. The Service is operated by Osmosis LLC, an Illinois limited liability company (“Osmosis,” “we,” “us”). Osmosis is an early-stage product currently in private beta. Reach us at support@osmosispoolapp.com.
What this policy covers
This policy covers the Osmosis applications and services (the “Service”) — the company and technician app, the homeowner experience, the public beta application form, and this website. It applies to company accounts, technician users, homeowner users, and beta applicants.
Most of the information in Osmosis is put there by a pool company about its own customers. In that relationship the pool company decides what is collected and who sees it. Osmosis holds and moves that information on the company’s behalf. If you are a homeowner and you want something changed or removed, your pool company is the right first stop; we will help either of you.
Who owns what is in Osmosis
Photographs of a homeowner’s property, customer records, and service history belong to the pool company, not to Osmosis. We store them, sync them, and display them so the company can run its business. We do not sell them, we do not rent them, and we do not hand them to anyone else for their own purposes.
What we collect
Beta applications
When a pool company applies to the beta we collect company name, contact name, email, phone, service area, account and technician counts, current software, device platform, billing model, willingness to give feedback and to involve homeowners, and how you heard about us. We use it to evaluate and select beta cohorts.
Accounts
For companies and the technician users a company creates: name, email, phone, and role. For homeowners: the name and contact details the company provides, and the account the homeowner creates to accept an invitation. Authentication is handled by our database provider; we do not store plaintext passwords.
Customer and property records
Customer name, email, phone, and billing details. Service addresses, including geographic coordinates derived from those addresses. Property details such as pool construction and equipment, and site-access information — gate codes, padlock combinations, key locations, access instructions, and notes about dogs on site.
Service work
Water-chemistry readings, dosing and treatment records, service-visit history, notes, diagnostic and repair records, and photographs of the property and its equipment taken during service.
Money
Proposals, invoices, line items, payments, and payment status. Card numbers are handled by our payment processor and never reach Osmosis; we store only the processor’s identifiers and display details such as card brand, last four digits, and expiry, plus a record of any authorization you gave for recurring charges.
Messages
In-app messages between a company, its technicians, and a homeowner, and correspondence you send to support.
Technical data
Device type and operating system, app version, and log and diagnostic data. Because the app works offline, records are held on the device and synchronized when connectivity returns.
Equipment catalog
Osmosis maintains a manufacturer-equipment catalog — pumps, filters, heaters, automation, parts. That is product reference data, not information about you. Which equipment sits on a given pool is part of the company’s service data above.
We do not knowingly collect information from children. The Service is for pool-service businesses and adult homeowners.
Location
Osmosis does not track technicians. There is no background location, no continuous position reporting, and no stored history of where a device has been. The map and route positions you see are calculated from street addresses, which we convert to coordinates on our servers.
The app asks for location permission in only one kind of situation: when you choose “my current location” as the starting point for a route, when you use your position to fill in the address of a fixed location such as a shop or warehouse, or to center a map on you. That is a single reading taken at the moment you ask for it, while the app is open, and it is not saved as a record of your movements. You can decline, and the rest of the app works.
Access codes and other sensitive site details
Gate codes and similar access credentials are among the most sensitive things Osmosis holds, and we want to be straightforward about how they are handled.
- They are scoped to the person who needs them. A company’s owners and administrators can read the access details for the properties they service. A technician can read them only for a property they are actually assigned to — one they have a scheduled stop at, or a recurring route that includes it — and only those properties are copied to that technician’s device, so the app still works with no signal at the gate. They are not stored in a separately encrypted form beyond the protections our database and storage provider apply to all data.
- Access codes are deliberately excluded from application logs.
- Changes are recorded, so a company can see when a code was updated and by whom.
- A homeowner can see and update the access codes for their own property.
- They are not shared with anyone outside the company and the property’s authorized homeowners.
If you would rather not store a code with us, you do not have to. Leave the field empty and give your technician the information another way.
How we use information
- To run the Service — accounts, scheduling and routing, service records, offline sync, billing, and the homeowner experience.
- To evaluate beta applications and manage beta cohorts.
- To send you service messages, beta updates, and support replies.
- To keep the Service secure, prevent abuse, and meet legal obligations.
- To fix problems and improve the product.
We do not sell personal information, and we do not share it with third parties for their own advertising or marketing.
Artificial intelligence
Osmosis does not currently send customer content to any third-party AI provider. The features that could do so are switched off: no AI provider credentials are configured on our production system, so there is nowhere for that data to go.
Two capabilities exist in the software. One explains equipment and diagnostics in plain language. The other can identify equipment from a photograph of a nameplate or equipment pad. Both are disabled by default and require an explicitly configured provider, a credential, and consent before anything is sent.
If we turn these features on, we commit to the following.
- We will name the provider in this policy before customer content is sent to it.
- Content will be sent only for the stated purpose — identifying equipment from a photograph, or explaining a record you are looking at — and only the content needed for it.
- It will not be used to train the provider’s models. Model training on our data is disabled at the provider account level.
- Anything an AI feature produces is a suggestion. A person confirms it before it becomes part of a pool’s record.
Who else touches the data
We use a small number of vendors to operate the Service. They act on our instructions and only to provide their part of the Service.
- Cloud hosting, database, and file storage — where the Service and its photographs run.
- Payment processing — to take card payments and hold payment methods on file.
- Email and push notification delivery — invitations, reports, and alerts.
- Mapping and geocoding — turning addresses into map locations and routes between stops.
- Weather data — conditions for a service date and location.
- Accounting synchronization — only for companies that connect their own accounting software.
We will tell you the specific vendors behind these categories if you ask. Write to support@osmosispoolapp.com.
We also disclose information:
- Within your company — to that company’s authorized users, according to their role.
- To homeowners — a homeowner can see information about their own property that their company shares through the Service.
- When the law requires it, or to protect rights, safety, and the integrity of the Service.
- In a business transfer — if Osmosis is involved in a merger, acquisition, or sale of assets, data may transfer as part of that transaction.
Security
We use per-company access controls enforced in the database, role-based permissions inside a company, encryption in transit, private storage for photographs with short-lived access links, and least-privilege practices for our own staff. We make no compliance, audit, or third-party assurance claims about the Service. No system is perfectly secure. If a breach affects you, we will notify you as the law requires.
How long we keep things
We keep account and service data for as long as an account is active and as needed to run the Service. Beta applicant information is kept to manage the beta and to consider you for later cohorts, unless you ask us to delete it. Deletion requests follow the Account Deletion Policy, subject to limited retention required for legal, security, and backup purposes. Backups age out on a rolling cycle.
One thing is worth stating plainly, because it is deliberate. The technical record of a pool — its equipment, its plumbing and hydraulics, and the history of what was done to it — persists as a record of the pool even after a company stops using Osmosis. That record is what makes the next technician competent at that property instead of guessing. It is not deleted when a subscription ends. Personal contact details and a company’s own business records are handled under the deletion policy above.
Your privacy rights
Several U.S. states, California among them, give residents rights over their personal information. We extend the following to everyone who uses Osmosis, wherever you live:
- Know what personal information we hold about you and why.
- Access a copy of it.
- Correct it if it is wrong. Much of it you can edit yourself in the app.
- Delete it, subject to the retention limits described above.
- Not be treated differently for exercising any of these.
We do not sell personal information and we do not share it for cross-context behavioral advertising, so there is nothing to opt out of on that front.
To exercise a right, email support@osmosispoolapp.com. We will verify that the request comes from you or someone you authorized before acting on it. If the information belongs to a pool company’s records, we will pass the request to that company and help them answer it.
Osmosis is offered to customers in the United States. We do not target the Service at users in the European Union or the United Kingdom.
Changes to this policy
We will update this policy as Osmosis changes, and revise the “Last updated” date above. If a change materially affects how we handle your information — turning on an AI feature that sends content to a provider, for example — we will tell you.
Contact
Osmosis LLC · support@osmosispoolapp.com