Terms & Conditions and Privacy Policy
Last Updated: May 26, 2026
Company Name: Koala Cooling LLC
Website: https://koalacooling.com/
. Program Description and Acceptance of Terms
Koala Cooling LLC (“Company,” “we,” “our,” or “us”) operates one or more text messaging,
email, and call programs (collectively, the “Programs”) to communicate with customers and
prospects regarding our services. These Programs may include, without limitation:
• Service-related alerts and reminders.
• Customer support and scheduling updates.
• Post-project follow-up communications, including satisfaction surveys, Net Promoter
Score (NPS) collection, qualitative feedback about completed work, and invitations to
leave public reviews on third-party platforms.
• Where permitted, limited informational or promotional messages related to our services.
By providing your contact information (including your mobile phone number and email address)
and opting in to receive messages from us, or by using our Website or services, you agree to
these Terms & Conditions and our Privacy Policy (together, the “Terms”). If you do not agree,
please do not enroll in any Program or use the Website.
• Program / Brand Name(s): “Koala Cooling LLC Customer Communications”
• Program Description: One-time and recurring communications by SMS, MMS, phone,
and email related to service scheduling and support, post-project surveys (including
NPS), feedback collection, and invitations to leave public reviews, as well as other
service-related and, where permitted, limited promotional messages.
2. Message Frequency and Charges
• Message and data rates may apply.
• Message frequency may vary based on your interactions with us and which Programs
you join (for example, number of projects, survey requests, or inbound inquiries).
• Your wireless carrier may charge you for text messages according to your mobile plan.
You are responsible for any such charges.
3. Opt-In and Opt-Out
You may opt in to receive messages from us by, for example, submitting a form on our Website
that includes consent language, requesting text or email updates, providing your information
during a service interaction, or otherwise agreeing to receive communications.
Opt-Out Instructions (STOP):
• To stop receiving text messages from a Program, reply “STOP” to any message we send
you.
• After you send “STOP,” we may send you a one-time confirmation message to confirm
that you have been unsubscribed from that Program. After this, you will no longer receive
messages from that specific Program, but you may still receive messages from other
Programs you have joined (unless and until you opt out of those Programs as well).
Help Instructions (HELP):
• If you need assistance with a Program, reply “HELP” to any message or contact us using
the information in Section 6 (Customer Support).
You may also contact us directly using the information in Section 6 to request that we stop
sending messages via SMS, email, or phone.
4. Carrier Disclosures
Carriers are not liable for any delayed or undelivered messages. Availability of a Program and
performance of message delivery may be affected by your carrier’s coverage and network
conditions.
5. Post-Project Survey and Review Requests
After a project or service is completed, we may contact you by phone, SMS/MMS, or email to:
• Request that you complete a satisfaction survey.
• Collect a Net Promoter Score (NPS) or other rating regarding your experience.
• Gather qualitative feedback about the work that was performed.
• Ask you to leave a review on public platforms (such as online review or social media
sites), at your discretion.
Your participation in surveys, feedback requests, or public reviews is voluntary. Declining to
participate will not affect your ability to receive services from us.
6. Customer Support and Contact Information
If you have questions about these Terms or any Program, or if you need help, please contact us:
• Phone: (512) 759-8800
• Email: scott@koalacooling.com
• Mailing Address: 1102 S Industrial Blvd Suite C, Round Rock, TX 78681
You may also reply HELP to any text message for assistance.
7. Link to Privacy Policy
For more information about how we collect, use, and share your information, including
information collected through the Programs and the Website, please review our Privacy Policy
below in Section 8 (“Privacy Policy”). Below.
8. Privacy Policy
8.1 Scope
This Privacy Policy explains how we collect, use, disclose, and safeguard information when you
visit or interact with our Website at https://koalacooling.com/ or participate in any of our
Programs, including our post-project survey, feedback, and review-request campaigns.
This policy applies to information we collect through the Website, through our Programs
(including SMS/MMS, email, and calls), and through related online interactions. It does not
apply to information collected offline (for example, by phone or in person) unless we specifically
state otherwise.
The Website and Programs are intended for users located in the United States. If you access
the Website or participate in any Program from outside the United States, your information may
be transferred to, processed, and stored in the United States.
By accessing or using the Website or participating in any Program, you agree to this Privacy
Policy.
8.2 Information We Collect
We collect information in three primary ways: (a) information you provide to us, (b) information
collected automatically when you browse the Website, and (c) information collected through
cookies and similar technologies used for analytics, advertising, and performance
measurement.
8.2.1 Information You Provide Voluntarily
When you submit information through the Website or otherwise interact with us — such as by
requesting service, requesting an estimate, scheduling an appointment, starting a chat,
contacting us, or participating in a Program — we may collect information you choose to
provide, including:
• Identifiers and contact information (such as name, email address, phone number, and
mailing/service address).
• Service request and project details (such as service type, project dates, preferred
appointment windows, photos or attachments you upload, and notes you provide).
• Communications content (such as messages submitted through forms, chat, SMS/MMS,
email, or other channels you use to contact us).
• Survey responses and feedback, including NPS scores, ratings, qualitative comments
about completed work or your experience, and any other information you choose to
share in a survey or review request.
• Any other information you choose to submit.
You are not required to provide personal information to browse the Website. However, if you
choose not to provide certain information, we may be unable to respond to your request,
administer certain Programs, or provide certain services.
8.2.2 Information Collected Automatically
When you visit the Website, we (and our service providers) may automatically collect certain
information about your device and your interaction with the Website, such as:
• IP address and general location information (such as city/state inferred from IP address).
• Geographic location data, including general and precise locations.
• Device and browser information (such as browser type, operating system, device type,
and language settings).
• Usage and event data (such as pages visited, links clicked, scroll activity, time spent on
pages, and referring/exit pages).
• Approximate timestamps, session identifiers, and diagnostic data used for performance,
analytics, and security monitoring.
This information helps us operate the Website, measure performance, understand visitor
engagement, detect and prevent fraud, and maintain security.
8.2.3 Cookies, Pixels, SDKs, and Similar Technologies
We use cookies and similar technologies (such as pixels, tags, local storage, and SDKs) to help
the Website function, to understand how the Website is used, and to support advertising and
measurement activities. These technologies may collect information such as your IP address,
device/browser characteristics, and your interactions with the Website.
Examples include:
• Analytics tools (for example, Google Analytics and Microsoft Clarity) to understand
Website traffic and usage.
• Advertising and conversion measurement tools (for example, Google Ads and Meta
Pixel) to help measure the effectiveness of marketing campaigns and deliver ads.
• Call tracking tools (for example, dynamic phone numbers) to attribute calls and leads to
marketing sources and improve service.
• Chat and messaging tools to support customer communications and improve
responsiveness.
Some of these technologies may be operated by third parties and may collect information
across different websites or online services over time, subject to those parties’ privacy practices.
You can control certain cookies through your browser settings and, where available, through any
cookie preference controls presented on the Website. See Section 8.5 for more information.
8.3 How We Use Your Information
We use the information we collect for legitimate business purposes consistent with operating
our business, maintaining an effective Website, and running our Programs. Depending on how
you interact with us, we may use information to:
• Provide and manage services, including responding to inquiries, providing estimates,
scheduling appointments, and coordinating project or service delivery.
• Communicate with you, including confirmations, reminders, follow-up communications,
and customer support.
• Administer post-project survey, NPS, and feedback Programs, including sending you
survey invitations, collecting and analyzing satisfaction scores and qualitative feedback,
and following up on issues or questions you raise.
• Request that you leave reviews on public platforms, at your discretion, and track whether
review requests are sent or completed.
• Operate, maintain, and improve the Website and Programs, including troubleshooting,
testing, analytics, measuring performance, and improving user experience.
• Conduct marketing and advertising activities with your consent, including measuring
campaign performance and attributing calls and leads.
• Protect against fraud, misuse, and security incidents; enforce our policies; and maintain
the safety and integrity of our systems.
• Comply with applicable legal requirements and respond to lawful requests.
We do not sell personal information. We do not use information collected through the Website or
Programs to make decisions that produce legal or similarly significant effects solely by
automated means (for example, automated denial of services).
8.4 Communications and Text Messaging Privacy
If you provide your phone number or email address, you may receive communications from us
as described in Sections 1-6 and 8.3.
8.4.1 SMS / MMS Text Messages
Mobile Information Sharing. No mobile information, including phone numbers and SMS opt-in
data, will be shared with third parties or affiliates for marketing or promotional purposes. All
categories of information sharing described elsewhere in this Privacy Policy specifically exclude
mobile opt-in data and consent. Mobile opt-in data is used only by Koala Cooling and our SMS
service provider (Twilio) to deliver the messages you have consented to receive.
Koala Cooling collects two distinct types of consent to send SMS messages, and these
consents are collected separately.
Transactional SMS Messages
When you provide your phone number when scheduling service — whether by calling our office,
submitting a service request form on our website, or booking through our voice assistant — you
consent to receive transactional SMS messages directly related to your service appointment.
These messages may include:
• Booking and appointment confirmations
• Reminders prior to your scheduled appointment
• Technician arrival notifications (“on the way”)
• Service completion confirmations
• Quote and estimate notifications
• Other communications directly related to the service you have scheduled
Marketing SMS Messages (Review Requests)
Separately, when you provide your phone number at the time of service booking — by checking
the marketing SMS consent box on our website contact form, by giving express verbal consent
during an inbound phone call when scheduling, you may consent to receive a one-time SMS
message containing a link to leave a Google review after your service is complete. This is a
separate marketing consent. You may decline this consent without affecting your service in any
way, and you will continue to receive your transactional messages either way. Only customers
who provide this separate marketing consent receive review request SMS messages.
• Frequency: You will receive no more than 2-4 transactional messages per service
appointment, and no more than one marketing/review-request message per
appointment, only if you have separately consented.
• Opt-out: You may reply STOP to any SMS message at any time to immediately opt out
of all future SMS communications from Koala Cooling. You may reply HELP for
assistance. Standard message and data rates may apply.
• Data sharing: No mobile information will be shared with third parties or affiliates for
marketing or promotional purposes. We do not sell, rent, or share your mobile phone
number, text-message consent information, or opt-out status with third parties for their
own marketing or promotional purposes. We use Twilio as our SMS service provider and
ServiceTitan as our customer record system; phone numbers are stored in these
systems solely to provide the services described above.
8.5 Cookies, Interest-Based Advertising, and Your Choices
8.5.1 Managing Cookies
You can control cookies through your browser settings, including refusing some or all cookies or
receiving an alert when cookies are being sent. If you disable cookies, certain features of the
Website may not function properly.
If the Website presents a cookie banner or preference center, you can use it to manage certain
categories of cookies where available.
8.5.2 Analytics and Advertising Tools
We may use third-party analytics and advertising tools (such as Google Analytics, Microsoft
Clarity, Google Ads, and Meta Pixel). These providers may set cookies or similar technologies
and collect information about your interactions with the Website to provide measurement,
analytics, and advertising services. Information collected through these tools may be combined
with other information collected through the Website for the purposes described in this policy.
8.5.3 Global Privacy Control (GPC)
Some browsers or extensions support the Global Privacy Control (“GPC”) signal. Where
required by applicable law, we will process GPC signals as a request to opt out of certain
processing (such as certain types of “sharing” for targeted advertising under state law).
Honoring GPC may be limited by technical constraints and may not apply to all uses of cookies
(for example, cookies necessary to operate the Website).
8.5.4 Do Not Track
Some browsers include a “Do Not Track” (DNT) setting. Because there is no common industry
standard for interpreting DNT signals, the Website may not respond to all DNT signals. You can
use the other controls described in this section to manage cookies and tracking.
8.6 Sharing and Disclosure of Information
We may disclose information collected through the Website and Programs in limited
circumstances as described below. We do not sell personal information.
8.6.1 Service Providers
We may share information with vendors and service providers that help us operate the Website,
run our business, or deliver the Programs, such as website hosting providers, analytics
providers, advertising and measurement vendors, call tracking providers, survey and review-
request platforms, messaging platforms, and customer communication tools. These providers
are permitted to use information only to perform services on our behalf and are subject to
contractual confidentiality and security obligations. We do not authorize service providers to use
personal information for their own independent marketing purposes.
No mobile information will be shared with third parties or affiliates for marketing or promotional
purposes. Your mobile information will not be sold or shared with third parties or affiliates for
promotional or marketing purposes. All categories of sharing described in this Section exclude
mobile contact information and text messaging originator opt-in data and consent; this
information will not be shared with any third parties, except service providers that assist us in
delivering our text messages or as required by law.
8.6.2 Legal and Safety
We may disclose information if we believe it is necessary to: (a) comply with applicable law,
regulation, legal process, or governmental request; (b) enforce our agreements or policies; (c)
protect the rights, property, or safety of the Company, our customers, or others; or (d) detect,
prevent, or address fraud or security issues.
8.6.3 Business Transfers
If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of all or
a portion of our business or assets, information may be transferred as part of that transaction,
subject to applicable law and appropriate confidentiality protections.
8.7 Data Security
We use reasonable administrative, technical, and physical safeguards designed to protect
information collected through the Website and Programs from unauthorized access, use,
disclosure, alteration, or destruction.
These measures include:
• End-to-end encryption for stored and transmitted data
• Secure Socket Layer (SSL/TLS) technology to protect site traffic
• Multi-level access controls to restrict employee access to data
• Regular monitoring and updating of software and infrastructure
Email, text messages, and chat communications may not be encrypted end-to-end and may not
be secure. Please do not send sensitive information through these channels.
No method of transmission over the Internet or method of electronic storage is completely
secure, so we cannot guarantee absolute security. If you believe your interaction with us is no
longer secure, please contact us immediately using the information in Section 6.
8.8 Links to Other Websites
The Website may contain links to third-party websites or services. We do not control, and are
not responsible for, the content, privacy practices, or security of third-party websites. We
encourage you to review the privacy policies of any website you visit.
8.9 Children’s Privacy
The Website and Programs are not directed to children under 18, and we do not knowingly
collect personal information from children under 18.
Our services are intended strictly for adults and homeowners. If you believe a child has provided
personal information through the Website or a Program, please contact us so we can take
appropriate steps to delete it.
8.10 Data Retention
We retain personal information collected through the Website and Programs for as long as
reasonably necessary to fulfill the purposes described in this policy, including to provide
services, administer Programs (including surveys and review requests), maintain business
records, resolve disputes, enforce agreements, and comply with legal obligations. When
information is no longer needed, we will take reasonable steps to delete, deidentify, or securely
dispose of it in accordance with our retention practices and applicable law.
8.11 Changes to These Terms and This Policy
We may update these Terms & Conditions and this Privacy Policy from time to time. When we
do, we will revise the “Last Updated” date at the top of this document. Your continued use of the
Website or participation in any Program after changes are posted means you accept the
updated Terms. We encourage you to review this policy regularly to stay informed.
8.12 Privacy Rights and Choices (U.S. Residents)
Depending on where you live, you may have certain rights regarding personal information,
which may include the right to:
• Confirm whether we collect or process personal information about you and request
access to it.
• Request correction of inaccurate personal information.
• Request deletion of personal information, subject to certain legal exceptions.
• Request a copy of personal information in a portable format.
• Opt out of certain uses of personal information, including certain forms of targeted
advertising conducted through cookies and similar technologies.
• Appeal a decision regarding your privacy rights request, where required by applicable
law.
The availability and scope of these rights may vary by jurisdiction.
How to Exercise Your Rights
To submit a privacy request, contact us using the information in Section 6. We may need to
verify your identity before completing your request. Where permitted by law, you may designate
an authorized agent to submit a request on your behalf. If your request is denied, you may have
the right to appeal our decision by contacting us and stating that you are submitting an appeal.
Cookie and Advertising Choices
You can control cookies and similar technologies by:
• Adjusting your browser settings to block or delete cookies.
• Using any cookie preference tools or banners that may be available on the Website.
• Using certain browser signals (such as Global Privacy Control) that communicate your
preference to opt out of certain cookie-based uses, where required by applicable law.
Please note that blocking cookies may affect the functionality of the Website, and some cookies
are necessary for the Website to operate.
9. Contact Us
For all privacy requests, program questions, or support needs, please use the contact
information in Section 6.
By using our website or participating in any Program, you agree to the terms outlined in this
document.