Privacy Policy

1. Information you give us

Account

• Name, email, phone number, password.
• Optional profile details and communication preferences.

Move details

• Origin and destination addresses.
• Move date, flexibility window, and access notes (stairs, elevators, parking).
• Special instructions for the carrier.

Inventory content

• Items, rooms, quantities, and notes.
• Photos and videos of rooms or items.
• Voice notes used to dictate inventory.
• Documents you upload (leases, COIs, building rules).

Communications

• Messages to support, your coordinator, or the AI assistant.
• Survey responses and feedback.

2. Information collected automatically

• Device data: browser type, operating system, screen size.
• Network data: IP address and approximate location.
• Usage data: pages viewed, actions taken, timestamps, referring URLs.
• Diagnostics: crash reports and performance metrics.
• Cookies and similar technologies used to keep you signed in and remember preferences.

2a. Submission audit record (TCPA & consent log)

When you submit any lead, quote, callback, or inventory form on this site, we create a permanent audit record of that submission so we can prove you asked us to contact you and so we can honor TCPA, CAN-SPAM, and state privacy obligations. That record includes:

• The name, email address, and phone number you entered.
• The exact wording of the consent / acknowledgement you agreed to, plus a version tag for that wording.
• Which channels you authorized (email, SMS, phone call) and your preferred channel.
• Timestamp of the submission (UTC).
• Your IP address, as reported by our servers at the time of submission.
• Your browser user-agent string.
• The page URL you submitted from.
• Any shipper-declared inventory snapshot attached to the submission (item count, weight, volume, and the itemized list).

This record is stored in our lead database and used only for (a) contacting you about your move, (b) proving lawful consent to our messaging carriers and regulators on request, and (c) responding to any dispute. It is not used for advertising and is not sold. You can request a copy or deletion of your record at any time: support@trumoveinc.com.

3. How we use information

• Generate quotes and match you with vetted carriers.
• Operate, secure, monitor, and improve the platform.
• Personalize the experience based on your move details.
• Send transactional messages about your account or move.
• Respond to support requests and resolve disputes.
• Detect and prevent fraud, abuse, and security incidents.
• Meet legal, regulatory, and safety obligations.

4. How we share information

With the assigned carrier

• Move details, inventory, and contact information needed to perform your move.

With service providers

• Hosting and database infrastructure.
• Authentication and identity verification.
• Email and SMS delivery.
• AI processing for transcription, scanning, and assistant features.
• Payment processing.
• Scheduling, mapping, and analytics.

For legal reasons

• To comply with law, regulation, or valid legal process.
• To protect the rights, safety, and property of TruMove, users, and the public.

What we never do

• We do not sell your personal information.
• We do not share your information for third-party advertising.

5. AI features

• Inventory builder, voice dictation, room scanner, and the Trudy assistant use AI.
• Content you submit is processed to deliver the feature you requested.
• Your data is not used to train third-party foundation models.
• AI output may be inaccurate; always review before confirming a move.

6. Cookies and tracking

• Essential cookies keep you signed in and the site working.
• Preference cookies remember your settings.
• Analytics cookies help us understand product usage in aggregate.
• You can control cookies in your browser settings.

7. Security

• Encrypted transport (HTTPS) for data in motion.
• Authenticated access with role-based permissions on the backend.
• Row-level security policies on customer data.
• Limited internal access on a need-to-know basis.
• Regular review of vendors and dependencies.
• No system is perfectly secure. Use a strong unique password and enable any available account protections.

8. Data retention

• Account data is retained while your account is active.
• Move records are retained for a reasonable period to support recordkeeping and disputes.
• Backups are retained for a limited rolling window for disaster recovery.
• You may request deletion of your account by contacting support.
• Some records may be retained longer when required by law.

9. Your choices and rights

• Access, update, or correct your account details in the customer portal.
• Request a copy of your personal information.
• Request deletion of your personal information.
• Opt out of non-essential marketing messages at any time.
• Manage cookies through your browser.
• Residents of certain regions (such as California or the EU) may have additional rights under local law; contact us to exercise them.

10. International users

• Our services are operated from the United States.
• If you use the service from outside the US, your information may be transferred to and processed in the US.

11. Children

• TruMove is not directed to children under 13.
• We do not knowingly collect personal information from children under 13.
• Contact us if you believe a child has provided personal information so we can remove it.

12. Third-party links

• The platform may link to third-party sites and services.
• Those sites have their own privacy practices, which we do not control.
• Review their policies before submitting personal information.

13. Changes to this Policy

• We may update this Policy as the service evolves.
• Material changes will be posted on this page with a new "Last updated" date.
• For significant changes we may also notify you by email.

14. SMS / Text Messaging

• We collect mobile numbers only when you submit a form on our site (quote request, book-a-call, or signup) and actively check the SMS consent box. The checkbox is never pre-checked.
• By opting in you agree to receive transactional and informational SMS from TruMove related to your move (quote confirmations, scheduling, specialist updates, account notices).
• Message frequency varies; typically 1–5 messages per request. Msg & data rates may apply.
• Reply STOP at any time to opt out. Reply HELP for help, or email support@trumoveinc.com.
• Mobile information and SMS opt-in consent are never shared, sold, or transferred to third parties or affiliates for their marketing or promotional purposes. Aggregator and service-provider exception: phone numbers may be passed to our messaging carrier (Twilio) solely to deliver the messages you requested.
• Full program details, supported carriers, and opt-out instructions are in our SMS Policy.

14a. Phone calls (TCPA consent)

• We call the phone number you provide only after you check a consent box (or explicitly book or request a call) on a TruMove form. The box is never pre-checked.
• By checking the box you expressly consent, under the Telephone Consumer Protection Act (TCPA), to receive calls from TruMove or its coordinators at that number about your move — including calls placed with an autodialer or a prerecorded/AI voice.
• Consent to receive calls is not a condition of any purchase or service. You can revoke it at any time by telling us on the call, replying STOP to a related text, or emailing support@trumoveinc.com.
• Calls are for transactional and informational purposes: quote follow-up, scheduling, specialist connections, move-day coordination, and account notices. We do not sell your phone number.
• We keep an audit record of every call-consent submission (see section 2a) so we can honor and prove your consent.

15. Contact

• Privacy questions or requests: support@trumoveinc.com
• Please include enough detail for us to verify your request and respond.
• SMS-specific terms (frequency, HELP/STOP, opt-out): see our SMS Policy.