Home Operations Management | hom Privacy Policy

Effective date: July 1, 2026

1. Introduction and Scope

1.1 This Privacy Policy describes how Home Operations Management LLC (“hom,” “we,” “us” or “our”) collects, uses, discloses and protects personal information in connection with our website located at managedbyhom.com (the “Website”), the hom Platform (the “Platform”) and the home operations management services we provide (together with the Website and the Platform, the “Services”).

1.2 This Privacy Policy applies to personal information of (i) our clients and the members of their households, (ii) Authorized Users of the Platform, (iii) prospective clients who submit inquiries, surveys or waitlist requests, (iv) individuals who apply for employment with hom (“Applicants”), and (v) visitors to the Website. It does not apply to personal information of hom employees, which is governed by hom’s employee policies.

1.3 For clients, this Privacy Policy is incorporated into the Home Services Agreement (the “Agreement”) and the hom Platform Terms of Use (the “Terms”). Capitalized terms used but not defined herein have the meanings given in the Agreement or the Terms. In the event of any conflict between this Privacy Policy and the confidentiality provisions of the Agreement, the provision offering greater protection to the client shall control.

1.4 By using the Services, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

2.1 Information You Provide. We collect personal information that you provide to us directly, including:

(a) Contact information, such as name, email address, telephone number and mailing address;

(b) Property information, such as home address, property details, home systems, appliances, warranties and maintenance records;

(c) Household information, such as the names of household members, the ages of children, information about pets, emergency contacts, allergies and dietary restrictions, and other information required under Section 2 of the Agreement;

(d) Home safety information required under the Agreement, such as the location of utility shutoffs and first aid supplies, and, if you choose to provide it, home access information, such as alarm codes, lockbox codes, garage codes and Wi-Fi credentials;

(e) Preferences and Home Profile content, such as routines, product and brand preferences, vendor relationships, photographs and documents;

(f) Survey and inquiry responses, such as responses to our Website matching survey, onboarding surveys and waitlist forms;

(g) Communications, including messages, requests and approvals submitted through the Platform, and correspondence by email or telephone; and

(h) Payment information, which is collected and processed by our third-party payment processor. hom does not store full payment card or bank account numbers.

2.2 Information About Others. When you provide information about household members, guests, household staff or other individuals, you represent that you have the right to provide such information to us.

2.3 Information Collected Through the Services. In the course of providing the Services, we create and collect records such as service schedules, hours logs, visit notes, task histories, photographs taken during visits, vendor quotes and invoices.

2.4 Information Collected Automatically. When you use the Website or the Platform, we and our service providers may automatically collect information such as IP address, browser type, device type, operating system, pages viewed, referring URLs and dates and times of access, including through cookies and similar technologies.

2.5 Information From Third Parties. We may receive information about you from third parties, such as payment processors, vendors engaged on your behalf, and individuals who refer you to hom.

2.6 Applicant Information. If you apply for employment with hom, we collect the information you provide in your application and during the hiring process, such as your name, contact information, work history, references, availability, driver’s license information, vehicle availability, experience with pets, interview notes and assessments, and, with your authorization, the results of background checks.

3. How We Use Information

3.1 We use personal information for the following purposes:

(a) to provide, operate and maintain the Services, including performing the hom Services in your home;

(b) to evaluate inquiries and match prospective clients with an appropriate hom Manager;

(c) to schedule visits, coordinate vendors and manage tasks, projects and approvals;

(d) to process payments, issue invoices, credits and refunds, and maintain billing records;

(e) to communicate with you regarding the Services, including service updates, scheduling and administrative notices;

(f) to protect the safety of hom personnel, including assessing conditions in the home as described in the Agreement;

(g) to maintain, secure and improve the Services, including by analyzing aggregated and de-identified data;

(h) to send marketing communications regarding hom, subject to your right to opt out as described in Section 8; and

(i) to comply with legal obligations, enforce our agreements and resolve disputes.

3.2 Automated and AI-Assisted Processing. We use automated tools, including artificial intelligence services provided by third parties, to organize and categorize requests, summarize Home Profile information and identify scheduling issues. Information processed by these tools is reviewed and acted upon by hom personnel, and we do not use automated tools to make decisions regarding your home or the Services without human review. Where such an option is available, we elect settings that prohibit our artificial intelligence providers from using your information to train their models.

3.3 De-identified Data. We may create aggregated and de-identified data that does not identify you or any individual, and may use such data for any lawful business purpose.

3.4 Applicants. We use Applicant information to evaluate qualifications, communicate regarding the application, verify references and, with the Applicant’s authorization, conduct background checks. Background checks are conducted in accordance with applicable law, including the federal Fair Credit Reporting Act and Article 23-A of the New York Correction Law.

4. How We Share Information

4.1 No Sale of Personal Information. hom does not sell personal information and does not share personal information with third parties for their own marketing purposes.

4.2 Disclosures. We disclose personal information only as follows:

(a) hom Personnel. Your hom Manager, any substitute hom Manager and hom personnel who support your household have access to the information reasonably necessary to provide the Services. hom Managers are employees of hom who have completed background checks and signed confidentiality agreements.

(b) Service Providers. We engage third-party service providers that perform functions on our behalf, including cloud database and hosting, client portal, workflow automation, accounting and payment processing, email and productivity, calendar, mapping, forms and surveys, website hosting and artificial intelligence services. Service providers may access personal information only as necessary to perform services for hom and are required to protect it.

(c) Vendors at Your Direction. When you request or approve the engagement of a vendor, we share with that vendor the information reasonably necessary for the vendor to perform the requested work, such as your name, address, access instructions and scope of work.

(d) Legal Requirements. We may disclose personal information where required by law, subpoena or court order, consistent with Section 5.b of the Agreement, or where we reasonably believe disclosure is necessary to protect the safety of any person or to prevent fraud or illegal activity.

(e) Business Transfers. Personal information may be transferred in connection with a merger, acquisition, financing or sale of all or a portion of hom’s business, subject to the recipient’s agreement to protect it consistent with this Privacy Policy.

4.3 Applicants. Applicant information is shared with hom personnel involved in hiring, the background check provider engaged with the Applicant’s authorization, references the Applicant identifies, and service providers that host our application forms and records. hom does not share Applicant information with clients.

5. Cookies and Similar Technologies

The Website and the Platform use cookies and similar technologies to enable core functionality, remember preferences and understand how visitors use our Services. Our Website hosting and analytics providers may also set cookies. You may control cookies through your browser settings; however, disabling cookies may affect the functionality of the Services. The Services do not currently respond to “Do Not Track” browser signals.

6. Data Security

6.1 hom maintains reasonable administrative, technical and physical safeguards designed to protect personal information, including role-based access controls that limit each hom Manager’s access to the households they serve and restrict financial and rate information to authorized hom personnel.

6.2 Providing home access information through the Platform is optional. Where a client chooses to store it in the Platform, it is made available only to the personnel who require it to perform the Services.

7. Data Retention

7.1 Clients. We retain client personal information for the duration of the Agreement. Following expiration or termination of the Agreement, a client may request a copy of the Home Profile and other Client Data within thirty (30) days, as described in the Terms. Thereafter, we delete or de-identify client personal information, except that we retain billing, tax and accounting records, and other information necessary to comply with legal obligations or resolve disputes, for the period required by applicable law.

7.2 Prospective Clients. If a prospective client does not enter into an Agreement, we retain the information submitted for a reasonable period to respond to the inquiry and follow up, after which it is deleted upon request or in the ordinary course of our records practices.

7.3 Home Access Information. Upon expiration or termination of the Agreement, hom will return any keys provided by the client in accordance with the Agreement and will delete any home access codes from the Platform.

7.4 Applicants. We retain Applicant information for the duration of the hiring process and for a reasonable period thereafter, including to consider the Applicant for future openings and as required by applicable law. If an Applicant is hired, their information becomes part of their employment records and is governed by hom’s employee policies.

8. Your Choices and Rights

8.1 Access, Correction and Deletion. You may request access to, correction of, a copy of or deletion of your personal information by contacting us at hello@managedbyhom.com. Clients may also update much of their information directly in the Platform. We may need to verify your identity before fulfilling a request, and we may retain information as described in Section 7.

8.2 Marketing Communications. You may opt out of marketing emails at any time by following the unsubscribe instructions in the email or by contacting us. Clients will continue to receive communications necessary to provide the Services.

8.3 Additional Rights. Depending on where you reside, you may have additional rights under applicable law. We will honor such rights as required by law.

9. Children’s Privacy

The Services are intended for use by adults and are not directed to children. We do not knowingly collect personal information directly from children under eighteen (18) years of age. Information about children in a client’s household, such as names and ages, is provided by the client and is used solely to provide the Services.

10. Security Incidents

In the event of a breach of security involving personal information, hom will notify affected individuals and regulators as required by applicable law, including New York General Business Law Section 899-aa.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we will notify clients through the Platform or by email at least fifteen (15) days before the changes take effect and will update the effective date above. Continued use of the Services after the effective date constitutes acceptance of the updated Privacy Policy.

12. Contact Information

Questions or requests regarding this Privacy Policy may be directed to:

Home Operations Management LLC 1370 West Ridge Road, #1090 Rochester, New York 14615 hello@managedbyhom.com