Privacy Policy
Last updated: May 2026
Phantom Security & Fire ("Phantom," "we," "us," or "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website or purchase our home security services. Please read this policy carefully. If you disagree with its terms, please discontinue use of our site.
1. Information We Collect
Personal Information
When you interact with our services, we may collect personally identifiable information, including:
- Contact details: Name, email address, phone number, and home address
- Account credentials: Username, password, and security preferences
- Payment information: Credit card numbers and billing address (processed securely via PCI-compliant payment processors - we do not store raw card data)
- Installation details: Property layout information necessary for system installation
Device and Usage Data
We automatically collect certain information when you visit our website:
- IP address, browser type, and operating system
- Pages visited, time spent, and click patterns
- Referring URLs and search terms used to find our site
- Device identifiers and mobile network information
Cookies and Similar Technologies
We use cookies, web beacons, and similar tracking technologies to enhance your experience. See Section 6 for details on how to manage these preferences.
2. How We Use Your Information
We use the information we collect for the following purposes:
- Service delivery: Processing orders, scheduling installations, managing your account, and providing ongoing security monitoring
- Communication: Sending order confirmations, appointment reminders, service alerts, and responding to your inquiries
- Security monitoring: Operating your alarm system, dispatching emergency services when triggered, and managing your central station account
- Service improvement: Analyzing usage patterns to improve our website, products, and customer experience
- Marketing: Sending promotional communications you've opted into (you may opt out at any time)
- Legal compliance: Meeting our obligations under applicable laws and responding to lawful requests
3. Information Sharing
We do not sell your personal information for monetary consideration. Under the California Consumer Privacy Act's broader "sharing" definition, our analytics and advertising cookies may constitute "sharing" for cross-context behavioral advertising. You can opt out at any time using the cookie preferences link in our site footer or the controls in Section 6.
We may share your information only in the following circumstances:
- Emergency services: When your alarm is triggered, we share relevant information (name, address, emergency contacts) with law enforcement, fire departments, or medical services
- Service providers: Trusted vendors who assist us in operating our business, including payment processors (Stripe), email and marketing platforms (Klaviyo), SMS and voice providers (Twilio), scheduling software, analytics platforms (PostHog, Mixpanel, Google Analytics 4), error monitoring (Sentry), and central monitoring station partners, each under written data processing agreements
- Central monitoring station: Our UL-listed monitoring partner requires your account information to dispatch emergency services on your behalf
- Legal requirements: When required by law, subpoena, or other legal process, or to protect the rights, property, or safety of Phantom, our customers, or others
- Business transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred as a business asset with appropriate notice to you
4. Data Security
We take the security of your information seriously and implement industry-standard protections:
- Encryption: All data transmitted between your browser and our servers is encrypted using TLS/SSL. Sensitive data, such as security passcodes, is encrypted at rest using AES-256
- Access controls: Access to customer data is role-based and limited to personnel who are permitted to access it to perform their job duties
- PCI DSS compliance: Payment card data is handled in accordance with Payment Card Industry Data Security Standards. We do not store raw card numbers on our servers
No method of transmission over the internet is 100% secure. While we strive to use commercially acceptable means to protect your information, we cannot guarantee absolute security.
5. Data Retention
We retain personal information for as long as we determine necessary for the purposes described in this policy, including operating our services, fulfilling contracts, complying with legal and tax obligations, resolving disputes, and enforcing our agreements. Typical retention practices include:
- Account and order records: Retained at minimum for the life of your account plus seven years after closure or final transaction, to satisfy tax, accounting, and contract-dispute requirements.
- Monitoring and alarm-event data: Retained at minimum for the duration of your monitoring service plus seven years, in line with industry standards and applicable insurance requirements.
- Lead and quiz responses (no purchase): Retained for follow-up, analytics, and product-development purposes.
- Analytics data: Held in PostHog, Mixpanel, and Google Analytics 4 according to each platform's standard retention configuration. Aggregated and de-identified reports derived from this data may be retained indefinitely.
- Marketing and email engagement data: Retained until you unsubscribe and for a reasonable period thereafter to honor your preferences and prevent re-solicitation.
- Support and communication records: Retained to provide context for ongoing and future service issues.
- Security and access logs: Retained for monitoring, incident investigation, and fraud-prevention purposes.
Actual retention periods may exceed the minimums above based on operational, legal, accounting, security, or regulatory needs. We do not commit to any specific deletion schedule, and we may retain information indefinitely where we determine it is appropriate to do so.
6. Your Rights
Depending on the jurisdiction where you reside, applicable privacy laws may give you certain rights regarding your personal information. Where required by applicable law, you may have the right to:
- Access: Request a copy of the personal information we hold about you.
- Correction: Request that we correct inaccurate or incomplete information.
- Deletion: Request that we delete your personal information. We may decline or limit deletion where we determine it is necessary to retain the information for legal, accounting, contractual, tax, security, fraud-prevention, dispute-resolution, or other legitimate business purposes, or where retention is otherwise permitted under applicable law.
- Opt-out of marketing: Unsubscribe from marketing emails at any time using the link in any email, or by contacting us directly.
- Data portability: Request your data in a commonly used, machine-readable format.
- Restriction: Request that we restrict certain processing of your data.
- Non-discrimination: Exercise your privacy rights without discriminatory treatment in our pricing or service.
To exercise any of these rights, please contact us at [email protected]. We will respond within the time period required by applicable law. We may need to verify your identity before fulfilling certain requests, and we may decline requests where the law does not require us to honor them.
8. Children's Privacy
Our services are not directed at children under 13 years of age. We do not knowingly collect personal information from children under 13. If you believe we have inadvertently collected information from a child under 13, please contact us immediately at [email protected] and we will promptly delete the information.
9. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. The "Last updated" date at the top of this page indicates when changes were last made. We encourage you to review this page periodically.
Your continued use of our services after the effective date of any changes constitutes your acceptance of the revised Privacy Policy.
10. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Privacy Department
1060 Broadway, PMB 51357, Albany, NY 12204
Do Not Sell or Share My Personal Information
Under the California Consumer Privacy Act (CCPA), you have the right to opt out of the "sale" or "sharing" of your personal information. We use analytics and advertising cookies that may constitute a "sale" or "sharing" under the CCPA.
To exercise your right to opt out, click the button below to manage your cookie preferences. You may also enable Global Privacy Control (GPC) in your browser, which we honor as a valid opt-out signal.