Privacy Policy

Rook Pest LLC (“Rook Pest,” “we,” “us,” or “our”) is committed to protecting the privacy of our customers. This Privacy Policy describes how we collect, use, share, and protect personal information when you visit our website at www.rookpest.com, create a Rook Platform account, purchase Devices, or interact with our customer support team. This Policy applies to all customer types: residential homeowners, commercial and industrial businesses, food service and hospitality operators, property management companies, and government and institutional entities. This Policy is incorporated into our Terms and Conditions.

Information We Collect

1.1

Information You Provide Directly

Account and identity: Your full name, business name (if applicable), email address, phone number, and mailing address;
Property information: Service address(es), property type, number of units or buildings, and any property notes entered into the Platform;
Order information: Device model selections, quantities ordered, shipping address, and purchase history;
Billing information: Payment card details (processed and stored by PCI-DSS compliant third-party processors Rook Pest does not store raw card numbers), billing address, and transaction history;
Account preferences: Notification settings, alert thresholds, dashboard configurations, and user-defined property notes;
Communications: Emails, support tickets, live chat transcripts, and other correspondence with Rook Pest.

1.2

Data Generated by Devices and the Platform

When Devices are deployed and active at your Property, they automatically generate and transmit data to the Platform, including:

Pest Activity Data: Trap activation timestamps, pest capture events, detection frequency, and approximate species type where Device sensors support identification;
Device status data: Battery level, wireless connectivity status, signal strength, last-communication timestamp, and operational health readings;
Device location data: The registered address or mapped location of each Device installation, based on the address entered during activation. Precise GPS coordinates are only collected if explicitly enabled and authorized by the account holder;
Environmental sensor data: Temperature, humidity, or other environmental readings collected by Devices equipped with such sensors, where applicable.

1.3

Automatically Collected Platform and Website Data

Log data: IP address, browser type and version, operating system, pages visited, timestamps, and server error logs when you access the Platform or website;
Device and session data: Device model, operating system version, unique device identifiers, and session duration for the browser or app you use to access the Platform;
Usage and behavioral data: Features accessed, reports generated, alerts acknowledged, Device interactions, navigation paths within the Platform, and search queries entered;
Mobile app data: App version, crash reports, and usage interactions collected through the Rook mobile app.

1.4

Cookies and Tracking Technologies

Our website and web Platform use cookies and similar tracking technologies. These are described in detail in our separate Cookie Policy.

1.5

Data from Third-Party Sources

Payment processors: Transaction confirmation, billing status, and fraud risk signals;
Shipping carriers: Delivery confirmation, tracking updates, and exception notifications for Device shipments;
Third-party integrations: If you connect the Platform with a property management system or other application, we receive data in accordance with the permissions you authorize.

How We Use Your Information

2.1

Order Fulfillment and Account Management

To process Device orders; arrange shipping; create and manage your Platform account; activate and configure Devices; process payments and renewals; send order confirmations, shipping notifications, delivery confirmations, and invoices; and manage billing.

2.2

Platform Operation

To operate and maintain the Platform; process and display Pest Activity Data from your Devices in real time; generate and deliver automated alerts and notifications; produce activity and compliance reports; manage Authorized User access and permissions; and support API functionality and third-party integrations.

2.3

Product and Platform Improvement

To analyze aggregated and anonymized Pest Activity Data to improve Device detection accuracy and performance; refine AI pest identification models; develop new features and product offerings; test Platform updates; and monitor overall system reliability. We do not use identifiable Customer Data to train models without your explicit consent.

2.4

Customer Support

To respond to support inquiries and technical issues; process warranty claims; assist with Device setup and troubleshooting; provide onboarding assistance; and follow up on unresolved issues.

2.5

Communications

To send transactional communications including invoices, order confirmations, shipping notices, Device fault alerts, battery warnings, Subscription renewal reminders, and Platform status notices. Where you have opted in or where permitted by applicable law, to send marketing communications about new products, seasonal pest advisories, and promotions.

2.6

Security and Fraud Prevention

To detect and prevent unauthorized Platform access, account takeover, fraud, and abuse; enforce our Terms and Acceptable Use Policy; and protect the security of Rook Pest’s systems and other customers.

2.7

Legal and Regulatory Obligations

To comply with applicable law, court orders, and regulatory requirements; enforce our agreements and protect our legal rights; respond to legal process; and defend against legal claims.

How We Share Information

Rook Pest does not sell, rent, or trade your personal information

3.1

Service Providers

We share information with trusted third-party vendors who process data on our behalf, including cloud infrastructure and hosting providers, payment processors, shipping and logistics carriers, email and SMS delivery services, analytics platforms, customer support and helpdesk tools, and security vendors. All providers are contractually restricted from using your data for purposes other than performing services for Rook Pest.

3.2

Enterprise Account Administrators

If you access the Platform through an enterprise or property management account, the account administrator designated by your organization may have access to your Account activity, Device data, usage records, and other information associated with your Authorized User account.

3.3

Third-Party Integrations

If you connect the Platform to a property management system or other third-party application, relevant Device data and activity records will be shared with that system in accordance with the permissions you grant. Those platforms are governed by their own privacy practices.

3.4

Business Transfers

If Rook Pest is involved in a merger, acquisition, or sale of all or substantially all of its assets, your information may be transferred to the successor entity. We will provide at least 30 days’ advance notice before your data is subject to a materially different privacy policy, and you will have the opportunity to close your account before the transfer if you do not agree.

3.5

Legal Requirements and Protection of Rights

We may disclose information when required by law, subpoena, court order, or valid governmental request, or when we believe in good faith that disclosure is necessary to prevent harm, protect the rights or safety of Rook Pest or others, or respond to an emergency

3.6

Aggregated and De-Identified Data

We may share aggregated, de-identified pest trend and activity data with research partners, industry associations, public health bodies, or in published reports. Such data cannot identify any individual Customer or Property.

Data Retention

Account and contact information: Retained for the duration of your account plus 3 years after account closure;
Device order records: Retained for 7 years per applicable tax and accounting law;
Pest Activity Data and Device logs: Retained for 3 years from the date of generation, or longer if required for active compliance reporting or pending legal proceedings;
Billing and payment records: Retained for 7 years;
Customer support and communications records: Retained for 3 years from the date of resolution;
Platform usage and access logs: Retained for 12 months;
Marketing preferences and opt-out records: Retained indefinitely to ensure your preferences are honored.

You may request deletion of your personal information at any time by contacting info@rookpest.com. Deletion requests are processed within 30 days except where retention is required by law, for pending disputes, or to fulfill existing obligations.

Your Privacy Rights

5.1

Access and Correction

You may access and update most account and preference information directly within the Platform. For a complete personal data access request, contact info@rookpest.com.

5.2

Deletion

You may request deletion of your personal information. We honor requests where legally permitted. Certain records including order history, billing records, and Device activation records may be retained for legal compliance purposes.

5.3

Data Portability

You may request an export of your Customer Data and Pest Activity Data in a common machine-readable format (e.g., CSV). Requests are fulfilled within 30 days.

5.4

Opt Out of Marketing

Click “Unsubscribe” in any marketing email, update preferences in your account settings, or contact info@rookpest.com. Marketing opt-outs are processed within 10 business days. Transactional and operational communications (alerts, invoices, Device fault notices, shipping updates) continue regardless of your marketing preferences.

5.5

California Residents CCPA/CPRA

California residents have the right to know what personal information is collected about them, request deletion, request correction of inaccurate information, and not be discriminated against for exercising these rights. Rook Pest does not sell personal information as defined under California law. Submit CCPA requests to info@rookpest.com with subject “CCPA Request.” We respond within 45 days (extendable to 90 days with notice for complex requests).

5.6

Other State Privacy Rights

Customers in states with comprehensive privacy laws (including Virginia, Colorado, Connecticut, Texas, and others) may have rights including access, correction, deletion, portability, and the right to opt out of targeted advertising. Contact info@rookpest.com with subject “Privacy Request – [Your State]” to exercise applicable rights.

5.7

EEA, UK, and Swiss Residents GDPR

If you are located in the European Economic Area, United Kingdom, or Switzerland, you have rights under the GDPR or equivalent law, including the rights of access, rectification, erasure, restriction of processing, data portability, and the right to object. We rely on contract performance, legitimate interests, legal obligation, and consent as lawful bases for processing. Transfers of personal data to the U.S. are conducted under Standard Contractual Clauses or other approved mechanisms. Contact info@rookpest.com to exercise your rights or request a copy of applicable transfer safeguards.

5.8

How to Submit a Privacy Request

Email info@rookpest.com with subject “Privacy Request – [Type of Request],” We verify identity before processing and respond within 30 days.

Security

Rook Pest implements commercially reasonable security measures to protect Customer Data, including TLS encryption for all data in transit, encryption at rest for stored Customer Data and Device telemetry, role-based access controls with least-privilege principles, multi-factor authentication options for Platform accounts, and regular security assessments and penetration testing. No electronic system can be guaranteed 100% secure. In the event of a confirmed data breach affecting your personal information, we will notify you as required by applicable law.

Children's Privacy

The Platform and Devices are not directed to individuals under 18 years of age. We do not knowingly collect personal information from minors. If we become aware that a minor’s information has been submitted, we will delete it promptly. Contact info@rookpest.com if you believe we have received information from someone under 18.

Third-Party Links and Integrations

Our website and Platform may link to or integrate with third-party services. These third parties are governed by their own privacy policies and Rook Pest is not responsible for their privacy practices. Review the privacy policy of any third-party service before sharing your personal information with them.

Changes to This Policy

We may update this Policy at any time. Material changes will be communicated by email to your registered address at least 30 days before the change takes effect, and the “Effective Date” at the top of this document will be updated. Continued use of the Platform or purchase of Devices after the effective date of any change constitutes your acceptance.