Effective date: October 1, 2026 · Version: 2026-11
One Home Solution · a service of One Home Holdings, LLC
One Home Solution Website and Mobile Application Privacy Policy
1.1 This policy explains how One Home Holdings, LLC, an Arizona limited liability company ("One Home Holdings," "we," "us," or "our"), collects, uses, and shares personal information through the One Home Solution website at onehomesolution.com, the One Home Solution customer portal at home.onehomesolution.com and app.onehomesolution.com, the One Home Solution mobile applications, our text and email communications, and the home services we arrange and provide at your property. One Home Solution is a brand name we use and is not a separate entity.
1.2 This policy does not apply to a third party's own site, app, or service, even if you reach it from ours, and does not cover information a third party such as a manufacturer, a utility, or a linked site collects for its own purposes. It does cover information our own team and the Pros who perform work at your property handle on our behalf, which is described in Section 5.1.
1.3 We have affiliates that operate separate home care platforms and have their own privacy policies. One of them, Handily, Inc., operates a platform that connects homeowners with independent home service companies. When you describe a job in your own words in the app, rather than choosing a service we list, we may send your request to Handily so that it can offer the job to a company on its platform. Section 5.7 explains what we share.
1.4 The services are directed to users in the United States.
1.5 This policy is published with our Website and Mobile Application Terms of Service, at https://homebase.handilypros.com/legal/one-home/terms.
Depending on how you use our services, we collect the following categories of information.
2.1 Identifiers and contact information, such as your name, service address, billing address, email address, and phone number.
2.2 Account information, such as your account settings and communication preferences, and how you sign in. You sign in with a one-time code we send to your phone or email, or, where the app offers it, with your Apple or Google account, and we do not keep a password for you. If you sign in with Apple or Google, we receive a stable account identifier, the email address on that account (which may be an Apple relay address if you use Hide My Email), and your name if the provider shares it. For Sign in with Apple we also store one encrypted token from Apple, used only to revoke the app's access at Apple when you delete your account.
2.3 Property and home information, such as the type of home, its systems and appliances, access instructions, gate or lockbox codes you give us, notes about the condition of the property, and any inspection or warranty document you send us. We give access instructions and codes to the team members and Pros assigned to your job, and only for that job.
2.4 Service and job information, such as your requests, estimates, approvals, change orders, appointment history, notes from the Pro who performed the work, job history, materials used, and invoices.
2.5 Photos and video, including images of the work area that you upload and images our team or the Pro takes at your property to document conditions, scope, and completed work. We do not collect footage from your cameras or doorbell. We keep job photos with the job record for as long as Section 9 describes.
2.6 Communications, including emails, text messages, in-app messages, chat transcripts, voicemail, and call records. Calls with our office may be recorded and transcribed by our phone provider, and a transcript may be summarized automatically so our office can follow up.
2.7 Payment and transaction information. Card details are entered directly into a form provided by Stripe, our payment processor, and do not pass through our systems. We keep a token that lets us charge the card you authorize, the card's brand and last four digits, and your payment history. If you save a card for add-on services, Stripe may place a temporary authorization on it about a day before a visit to check it, which we release right away.
2.8 Membership and subscription records, including your plan, enrollment date, billing history, benefits used, and renewal and cancellation history.
2.9 Device, app, and usage information, such as IP address, device identifiers, operating system, browser type, app version, pages and screens viewed, and dates and times of use. In the app we use PostHog, an analytics service, to record the screens you view, the actions you take, when the app opens and closes, and the errors it runs into. This information is linked to your account by an account identifier, never by your name, email, phone number, or address. The app does not record your screen or what you tap on a screen.
2.10 Location information. The app does not ask for your device's location. We use the address of your home to schedule and route visits, and the app shows you an arrival window for each visit, not a map of our team's position.
2.11 Reviews, testimonials, ratings you give a visit, and referral information you provide, and information about how you found us.
2.12 Chat and assistant content. The app has no chat assistant or virtual agent. Your messages go to our office. We use AI tools to summarize call transcripts and to help our staff prepare estimates.
2.13 Records of agreement. When you agree to our Terms of Service or this policy, approve or decline an estimate, change order, or invoice in the app, authorize us to charge a saved card, or pay an invoice that accepts an estimate, we record what you agreed to, the exact words you were shown, the name on your account, the time, and the app platform and version.
3.1 Directly from you, when you create an account, request service, approve an estimate, enroll in a plan, message us, or submit a review. This includes information you give us in person, for example to someone who meets you at your home or at an event, and information you enter on a device we provide.
3.2 Automatically, through cookies and similar technologies on the site and portal and through logging and analytics in the app.
3.3 From our team and the Pros who perform work at your property, including their notes, photos, materials used, and completion records.
3.4 From our vendors, such as our payment, scheduling, messaging, and hosting providers.
3.5 From referral sources, lead sources, and public or commercial data sources. We use Smarty to suggest matching addresses as you type yours, and we carried over the records of existing customers from the system we used before the app. We do not buy property data.
We use personal information to do the following.
4.1 Schedule, arrange, document, and support the services you request, including engaging, scheduling, and paying the Pros who perform the work;
4.2 Give estimates, collect approvals, and manage change orders;
4.3 Process payments, bill plans, and collect amounts owed;
4.4 Administer memberships, renewals, and cancellations;
4.5 Communicate with you about appointments, jobs, plans, and account matters;
4.6 Provide warranty service and handle complaints, claims, and disputes;
4.7 Operate, secure, troubleshoot, and improve the site, app, and portal;
4.8 Detect and prevent fraud, abuse, and unsafe conditions;
4.9 Market our services to you, subject to your choices; and
4.10 Comply with law, including contractor, tax, consumer protection, and recordkeeping requirements.
We do not use your personal information to train artificial intelligence models, and we share it with AI providers only to perform the tasks described in Section 2.12.
7.1 Depending on where you live, state privacy law may give you the right to know what personal information we hold about you, to get a copy of it, to correct it, to delete it, to opt out of targeted advertising or the sale or sharing of personal information, and not to be discriminated against for exercising a right.
7.2 We honor these rights where the law gives them to you and applies to us. You can see and correct most of your information on the Account screen in the app, and you can delete your account from Settings in the app. Section 9.3 explains how deletion works. To get a copy of your information or make another request, contact us at contact@onehomesolution.com, Attn: Privacy, or call us at (602) 962-7547.
7.3 We will verify your request, usually by confirming information already in your account, and will respond within the period the applicable law requires. An authorized agent may submit a request on your behalf with proof of authority. If we deny a request, you may appeal by contacting us at the address below.
If you give us your mobile number, you agree that we may text you about your account, appointments, estimates, and, where you have opted in, promotions. Agreeing to promotional texts is not a condition of any purchase. Message frequency varies. Message and data rates may apply. Reply with the stop keyword to opt out and the help keyword for help, or turn texts off in Settings in the app. We keep a record of your opt-out, even if you delete your account, so that we do not text you again. Carriers are not liable for delayed or undelivered messages.
9.1 We may create de-identified or aggregated information from personal information, and we may use and share it for any lawful purpose. We do not attempt to re-identify it.
9.2 We keep personal information for as long as needed for the purposes described in this policy, including to service your account, to support warranty and dispute matters, and to meet tax, contractor, and other legal recordkeeping requirements. When we no longer need it, we delete it or de-identify it.
9.3 When you delete your account in the app, we first cancel your membership so that you are not charged again. The deletion takes effect seven days after you confirm it, or when the period you have already paid for ends, if that is later, and you can cancel it in the app until then. When it takes effect, we delete your sign-in, push notification tokens, and notification settings; remove your name, email, phone number, access codes, and notes; and erase the messages, photos, and comments you sent us. We keep, without your name or contact details, records of completed work and job photos, invoices, payments, and agreements; the messages our office sent you and your visit ratings; the facts about the home, which are our service record for the address; and your text opt-out.
We use administrative, technical, and physical safeguards designed to protect personal information, including access controls and encryption in transit. Access instructions and codes are restricted to the people and Pros who need them for your job, and you can remove a code from the app at any time. No system is perfectly secure, and we cannot guarantee the security of information you send us. Keep your account credentials confidential, and tell us if you think your account has been compromised.
Our services are for adults. We do not knowingly collect personal information from children under 13 years of age, and our site and app are not directed to them. We do not knowingly sell or share the personal information of anyone under 16. If you believe a child has given us personal information, contact us and we will delete it.
The app may ask for permission to use your camera or photo library, only when you choose to add a photo, and to send you notifications. It uses camera or photo access only for the photo you are adding. It does not record audio or use your location. You can grant or deny each permission in your device settings, and denying a permission may limit a feature.
The site, app, and portal may link to third-party sites and services. We are not responsible for their privacy practices, and this policy does not apply to them.
We may update this policy. We will post the updated version with a new effective date and version number, and if the changes are material we will give additional notice through the services or by email. When we change this policy together with our Terms of Service, the app asks you to review and agree to the new version. We keep each earlier version available.
One Home Holdings, LLC, Attn: Privacy contact@onehomesolution.com · (602) 962-7547 2701 North Thanksgiving Way, Suite 100, Lehi, Utah 84043