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Privacy Notice

Last updated: September 13, 2026

This Privacy Notice describes how Leading Cooling and Heating, LLC (“we,” “us,” or “our”) collects, uses, shares, and protects the personal information of our customers and visitors to our website.

The short version

  • Our phone line and website chat are answered by an AI assistant. Calls and chats are recorded and transcribed for service quality.
  • We only text you about your service (confirmations, reminders, on-my-way, invoices, estimates, review requests). Reply STOP to opt out, HELP for help.
  • Your details live in Setpoint (our scheduling system) and QuickBooks (invoicing). We do not sell your data.
  • This website stores no payment card data. Payments happen on site or through the pay link on your invoice.

1. Introduction and Scope

This Privacy Notice applies to all personal information collected by Leading Cooling and Heating, LLC via:

  • Our website located at leadingcooling.com (the “Website”);
  • Our AI chat assistant, named Olivia, deployed on our Website;
  • Inbound and outbound telephone calls answered or placed by our AI assistant; and
  • Text messages and any other digital touchpoints operated by us.

By using our Website or engaging our services, you agree to the collection and use of information in accordance with this notice.

2. Information We Collect

A. Information You Provide Directly

We collect personal information that you voluntarily provide to us when you request service, schedule appointments, submit forms, or interact with our AI assistant. This includes:

  • Name, telephone number, email address, and service address.
  • The nature of your HVAC issue, service requests, system type and age, and equipment history.
  • Scheduling preferences, the arrival window you selected, and notes regarding your property.
  • Whether you have agreed to receive text messages, and when.
  • Email addresses submitted via our financing page notification waitlist form.

B. Information Collected Automatically

When you visit our Website, certain information is automatically collected by our web servers and third-party tools, including:

  • Internet Protocol (IP) address, browser type, browser version, and operating system.
  • Device type, screen resolution, and mobile device identifiers.
  • Pages visited, time and date of visit, duration of visits, and referring URL.

C. Information Collected by Third-Party Analytics

We use third-party analytics services to analyze traffic and usage patterns. Specifically:

  • Google Analytics 4:Records which pages are viewed, how visitors arrived (for example a search engine, a link, or a direct visit), approximate location derived from IP address, and device and browser type. We also record when a visitor taps our phone number, submits a form, opens the chat assistant, or confirms a booking, so that we can tell which parts of the site actually help people reach us. You can review Google’s privacy practices at policies.google.com/privacy.

Google Analytics sets cookies to recognise returning visitors. We do not use advertising pixels, and we do not track you across other websites. We never send your name, phone number, email address, or service address to any analytics provider — that information goes only to the systems described in Section 4 that are needed to actually do the work.

D. Information Collected via the AI Assistant

Our phone line and Website chat are answered by an AI assistant (Olivia). To provide scheduling and service, the assistant processes and stores:

  • Recordings and automated transcripts of inbound and outbound calls. Calls are recorded and transcribed for service quality.
  • Chat logs and transcripts of conversations held within our Website's chat widget.
  • Any personal information, service descriptions, or details you volunteer during these interactions.

E. No Payment Card Data Collection

Important Notice: This Website does not collect, process, or store credit card numbers, bank account details, or other payment information, and neither does our AI chat or AI phone assistant. Payments for diagnostic fees, repairs, maintenance plans, and installations are made to your technician on site or through the secure pay link on your invoice, which is processed by our invoicing provider.

3. How We Use Your Information

We use the information we collect for the following operational purposes:

  • Scheduling and dispatching our technicians to your property.
  • Communicating with you regarding your service requests, written quotes, invoices, and appointments.
  • Operating, maintaining, and improving our AI assistant (Olivia) and Website functionality, including reviewing recordings and transcripts for service quality.
  • Sending the transactional text messages described in Section 5, if you have opted in.
  • Monitoring and analyzing Website usage and traffic trends to improve user experience.
  • Notifying financing waitlist subscribers when financing options become available.
  • Complying with legal obligations, licensing requirements, and resolving disputes.

We do not sell, rent, or trade your personal information to third parties.

4. Where Your Information Is Stored and Shared

We share your personal information only with the service providers we need to operate our business, specifically:

  • Setpoint (scheduling system): Customer names, phone numbers, email addresses, service addresses, appointment details, call and chat transcripts, and service notes are kept in Setpoint, the scheduling and customer-record system our AI assistant and our technicians use to coordinate scheduling, dispatching and service tracking.
  • QuickBooks (invoicing): Customer names, contact details, service addresses and invoice history are kept in QuickBooks for invoicing, payments and accounting. Card payments made through an invoice pay link are processed by the payment processor attached to QuickBooks; we do not see or store your full card number.
  • Text messaging provider: Your mobile number and the content of transactional texts pass through the messaging service that delivers them.
  • Analytics provider: Anonymous usage data is shared with Google Analytics as described in Section 2. No personal contact details are included.

Outside of these designated operational tools, we do not share your information with third parties for marketing or any other commercial purposes.

Legal Disclosures: We may disclose your personal information if required to do so by law, court order, subpoena, or in response to a government request, or if we believe in good faith that such action is necessary to protect the rights, property, or safety of our company, our employees, our customers, or the public.

5. Text Messages (SMS)

Our texting is transactional only. If you provide your mobile number and opt in, we may text you about your service:

  • Booking confirmations
  • Appointment reminders
  • “On my way” notices from your technician
  • Invoices and payment links
  • Written estimates
  • Review requests after a completed visit

We do not send marketing or promotional text messages. Message frequency depends on your service activity.

  • Opting out: Reply STOP to any message to stop receiving texts. You will receive one final message confirming you have been unsubscribed.
  • Help: Reply HELP to any message for assistance, or call us at (337) 284-0012.
  • Rates: Message and data rates may apply.
  • Consent: Every form on this Website that asks for a phone number carries the notice: “By submitting, you agree to receive transactional texts about your service. Reply STOP to opt out. Msg & data rates may apply.” Booking and enrollment forms also include an explicit opt-in checkbox; your consent and the time you gave it are stored with your record.

Your consent to receive texts is not a condition of purchasing any service. Mobile numbers and opt-in status are not shared with third parties for their own marketing.

6. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this notice:

  • Customer Records and Service History: Customer contact details, addresses, and service and invoice histories are retained for as long as you remain a customer and thereafter as required by Louisiana contractor licensing, tax, warranty, and record-keeping requirements.
  • AI Call and Chat Recordings and Transcripts: Retained for service-quality review and to document what was agreed, then deleted or anonymised on a rolling schedule. You may request deletion of a recording at any time using the contact details in Section 14.
  • SMS Consent Records: Retained for as long as you are opted in, and for a reasonable period afterward to document your opt-in and opt-out.
  • Financing Waitlist: Email addresses collected for the financing waitlist are retained until our financing options are launched and waitlist subscribers are notified, or until you request removal.
  • Analytics Data: Automatically collected usage data is subject to the retention schedule configured in Google Analytics.

7. Cookies and Tracking Technologies

Our Website uses cookies—small files stored on your device—to optimize performance, customize your experience, and analyze site traffic.

You can manage, restrict, or disable cookies through your browser settings. Please note that if you disable cookies, some portions of our Website or our AI chat assistant may not function correctly.

8. AI Assistant Disclosure

Calls to (337) 284-0012 and chats on our Website are answered by Olivia, an AI assistant, which handles initial customer service requests, helps schedule appointments, and answers FAQs.

  • Conversations with Olivia are recorded, transcribed, and logged in Setpoint for service quality and to document what was agreed.
  • AI responses provided by Olivia are for general informational purposes only and do not constitute professional diagnostics, binding service quotes, or a guarantee of technician availability.
  • If you prefer not to interact with our AI assistant or would like to speak directly to a human team member, say so on the call or ask in chat, and we will follow up in person during business hours (Mon–Fri 8:00 AM–6:00 PM).

9. Children's Privacy

Our Website and HVAC services are not directed at, designed for, or marketed to children under the age of 13. We do not knowingly collect personal information from children under 13.

If you are a parent or guardian and believe that your child has provided us with personal information, please contact us at service@leadingcooling.com so that we may take prompt steps to delete the data from our records.

10. Louisiana-Specific Privacy Rights

ATTORNEY REVIEW REQUIRED — SUBJECT TO REVISION

Depending on the current state of consumer privacy law in Louisiana (including any updates to the Louisiana Consumer Privacy Act or similar statutes), Louisiana residents may have specific rights regarding their personal data, which may include:

  • The right to confirm whether we process your personal data.
  • The right to access the specific personal data we hold about you.
  • The right to request the correction of inaccuracies in your personal data.
  • The right to request the deletion of personal data provided by or obtained about you.

To exercise any of these rights, please contact us using the information provided in Section 14.

11. Data Security

We implement reasonable technical, administrative, and physical safeguards designed to protect your personal information from unauthorized access, use, modification, or disclosure.

However, please be aware that no security measures are 100% secure. We cannot guarantee the absolute security of your data transmitted over the internet or stored in our systems.

12. Third-Party Links

Our Website contains links to external, third-party websites, including the Louisiana State Licensing Board for Contractors, Google, or third-party financing partner portals. We do not control and are not responsible for the privacy practices, content, or cookie policies of these external sites. We recommend reviewing the privacy policy of any site you visit.

13. Changes to This Notice

We reserve the right to modify or update this Privacy Notice at any time. Any changes will be posted on this page with an updated “Last updated” date at the top.

We encourage you to review this notice periodically to stay informed about how we are protecting your information.

14. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Notice or our handling of your personal data, please contact us at:

Leading Cooling and Heating, LLC

Email: service@leadingcooling.com

Phone: (337) 284-0012

Address: 111 Nouveau Lane, Lafayette, LA 70501

Tap to Call: (337) 284-0012