R11 Privacy Policy

Effective Date: October 13, 2026 · Version 5.3

R11 Inc., a Delaware corporation ("R11," "we," "us," or "our"), makes a solar operating system: software that solar installation companies use to run their projects, from the sale through design, permitting, installation, utility approval, and funding. This Privacy Policy explains what information we collect, how we use and share it, how long we keep it, and the choices and rights you have. It covers:

our website, r11inc.com;
the R11 platform, including the independent R11 app at app.r11inc.com, the site we operate for each customer (for example, continuum.r11inc.com) and the connections we set up with the other systems our customers use;
R11 Field, our mobile app for the people who work on our customers' jobs; and
our emails, support, and other communications.

Our customers are businesses, mainly solar installation companies. We do not offer our services to individuals for personal, family, or household use.

1. Our Two Roles

R11 decides how information is used for our own website, our sales and support, and the accounts of the people who use the platform.
For our customers' project records, R11 works for the customer. A solar company that uses R11 keeps its projects in the platform, and we handle that information on the company's behalf, as its service provider, under our agreement with it. The company decides what its staff enter, which of its other systems to connect (the platform keeps what those systems send and what it works out from them, Section 2.5), who in the company can see its records, and which automatic messages the platform sends. It is responsible for its own privacy obligations to its customers and staff, and we follow its instructions, including instructions to delete information (Section 11).

If you are a homeowner whose solar project is run in R11, the company you hired is responsible for your information. Please contact that company first. We will help it respond (Section 11).

2. Information We Collect

2.1 Visitors to our website

When you visit r11inc.com, we and the analytics, visitor-identification, and advertising providers we use collect:

Device and visit information: your IP address and the approximate location it suggests, browser and device type, the pages you view, the links and buttons you click, how far you scroll, the page that sent you to us, any campaign tags in the link, and the time of your visit.
Session recordings. Our analytics also records sessions on our website: a replay of the pages as you saw them, with your mouse movements, clicks, and scrolling.
Visitor identification. We use a provider that may match a visit, using its own data, to a person or a company, for example by name, business email address, job title, company, and professional profile. When it makes a match, we receive that information and add it to our sales records and internal alerts. A match without a business email is also kept for a limited time in our server logs.
Advertising. We use an advertising provider's tag to measure our ads, to show our ads to people who have visited our website when they use other sites and platforms, and to find similar audiences.
One analytics account for the website and the platform. Our website and the platform share one analytics account and cookie. If you have also signed in to the R11 platform in the same browser, our analytics can link your website visits to your platform account, including your name and work email.

The advertising and visitor-identification technologies run only on r11inc.com, never on the platform or in R11 Field, and we do not load them for a browser that sends a Global Privacy Control signal (Section 11).

2.2 People who contact us

When you email us or book a walkthrough, we receive your name, email address, and anything you tell us. Walkthroughs are booked through a scheduling service, which collects the booking details for us. When you send a package-check inquiry through our website form, we receive your work email address, your company, the financier and milestone you name, any link you share, and anything you add; we open the link to read the package, we keep the request in our sales records, and we delete anything we copied to run the check within 30 days unless you ask us to keep it. This inquiry process is separate from a signed-in project review in the R11 app, whose saved evidence and results are project records under Sections 3, 6 and 9.

2.3 People who use the platform

Invited private-pilot users can create a separate company workspace in the R11 app. Our customers also invite their own people to use the platform: office staff, sales representatives, crews and technicians, and people at partner companies the customer chooses to give access. R11's own staff also hold accounts in each customer's site so that they can support it (Section 5). For these users we collect:

Account information: name, work email address, company, role and permissions, an optional profile photo, preferences (such as notification settings and list layouts), and how the account is linked to the customer's records (for example, the sales representative or crew member the account represents).
Sign-in information. Users sign in with a Google account or with a one-time code or link sent to their email address. We do not use passwords. Our authentication provider keeps a record of every email address that requests a sign-in code on the web, and of every Google account used to sign in, along with the name Google provides, including addresses and accounts that turn out to have no access.
A record of what users do. The platform keeps a lasting history of the changes users make to project records, such as an edit to a field, a stage change, a note, a document, or a decision, with the user's email address and the time. We use this history to show each project's paper trail, for security and audit, and to measure how much of each customer's work runs through the platform.
Product analytics and session recordings. We use an analytics provider on the platform to understand how the product is used and to find and fix problems. It records the pages users view and which parts of a page they click, without page titles, search terms, link addresses or the words on the page. It identifies signed-in users by name, work email, company, and role, along with their IP address and the approximate location it suggests, browser, and device. It also records sessions: what appears on the screen and everything people type, except passwords and the email address and one-time code typed into the sign-in page; the sign-in page's confirmation line, which repeats the email address, can still appear in a recording, also for people who turn out to have no access. During this stage of our product, recordings are not masked, so they can include anything shown on screen, such as homeowners' names, addresses, phone numbers, email addresses, and financing details; recordings are kept for 30 days. Click and page records, which are kept longer, carry no homeowner details, except records from before October 6, 2026, which can include page titles, search terms and words on the page that name homeowners. Our analytics provider can summarize a recording with an AI model when our staff ask it to, and keeps the summary with our other analytics. We also receive reports of errors the platform encounters. We use this information to support users and improve the product, never for advertising. Session recording is disabled on app.r11inc.com, including its sign-in pages, and on the independent pilot’s /connect pages. This exception does not disable the tenant-office recordings described above.
People who open a platform link without an account. A page where an outside technician reports a service visit shows the homeowner's name, address, phone number, and email; our analytics records visits to it, and anyone holding the link can see it until the link expires or is withdrawn. A page where a sales representative answers a question about a project shows only the job's name and is not recorded by our analytics. We receive what people enter on these pages, and a sales representative's answer is copied to the customer's CRM.

2.4 Project records we keep for our customers

A customer's project records in the platform typically include:

Homeowners, prospective customers, and their property: names, service address, phone numbers, email addresses, co-owners and co-applicants, and information about the home, its electrical equipment, and its energy use;
The system: design, equipment, and pricing details from the customer's design and sales tools, including the signed agreement and who signed it;
Progress: the project's stage and dates, permits, inspections, utility approvals, tasks, notes, comments, and a history of the changes made in the platform;
Site information: survey answers, photos of the home and the work, plan sets, and documents such as permits and signed agreements;
Financing: what the companies that finance the homeowner's system (lenders, and lease and power-purchase providers) report to our customer about it. This can include the product and its terms (such as the amount financed, rate, term, and payment), the credit application's status and decision, approval and expiration dates, conditions the lender requires, the lender's notes, the messages between the lender and the customer's staff (with the senders' names), a credit range a financing company reports, funding milestones and payouts, and the prices the financing company quotes. It also includes payments the customer's staff record as received, and the balance the platform works out from them;
Sales information: the sales representatives and partner companies credited with a sale, and sales results and rankings;
Scheduling: appointments for site surveys, installations, inspections, and service visits, and the people assigned to them; and
Messages: the emails and texts the platform sends about the project and the texts people send back (Section 2.6), plus the existing Gmail messages and attachments a private-pilot user selects for a project review (Section 6).

2.5 Information from systems our customers connect

Our customers connect the platform to systems they already use, such as their customer relationship management (CRM) system, door-to-door sales app, solar design software, site-survey and photo apps, roof-inspection service, calendars, cloud storage, and, optionally in the private pilot, email, and the portals of the financing companies that fund their customers' systems. With the customer's authorization, using accounts and keys the customer provides or that a system issues for this connection (in one case, an account the financing company shares among its partners), we receive information from those systems on the customer's behalf, either because the system sends it to us or because we request it. For example, from a customer's CRM we receive its records of projects, homeowners, and contacts (including links to its call and text records), its list of staff users, its notes, and the details of every email recorded in it, whoever it was with (sender, recipients, copies, subject, and date, not the message text).

We keep each delivery we accept as part of the customer's records (Section 9), after removing passwords, keys, and similar secrets, and we keep only some technical details of each request. That record can include anything the connected system sends, including information the platform does not use, such as a homeowner's utility account details or personal details about the connected system's own staff. Files we fetch only to pass along, such as documents we file into cloud storage, are not kept, except the files used in funding reviews (Section 3). We do not ask connected systems for Social Security numbers, dates of birth, income, or bank account numbers, and we do not request credit reports, but if a connected system sends such information, it becomes part of that record.

We also derive information from what we receive, for example matching records from different systems that describe the same project, or reading who signed an agreement. Where we have turned it on for a customer under our agreement with it, we send updates back to its systems (Section 5).

2.6 Messages sent through the platform

When a customer turns them on, the platform sends emails and text messages about the customer's projects, in the customer's name, to the people involved: its homeowners (for example, an installation date, a permit approval, or a reminder the day before a visit), its sales representatives, and its office staff. For these messages:

We use the recipient's name and contact details and the project details the message needs. Where the customer chooses, an email to a homeowner is also copied, hidden, to addresses the customer lists; an email carrying the homeowner's own private link is never copied.
Text messages go only to a phone number with a recorded consent: either the person's own agreement, or the customer's recorded confirmation that the homeowners who signed its agreements (for example, for a solar, storage, or service project) agreed there to receive texts about their project. Anyone can reply STOP to stop texts; we record the opt-out and send no further texts to that number for that customer. Message and data rates may apply.
We keep a record of each message, including who it went to, what kind of message it was, and whether it was delivered, bounced, or drew a complaint. We keep the full text of text messages, and of the texts people send back, including links to any photos or other media they attach and the approximate city, state, and ZIP code our text-message provider associates with the phone number. We do not keep the body of emails sent through this outbound messaging feature. This does not apply to incoming Gmail messages that a private-pilot user selects and saves as review evidence (Section 6).
We keep a do-not-contact list. A customer's office staff can add anyone to it, and we add an address automatically when a message sent only to that address bounces permanently, is reported as spam, or is blocked by our email provider. Messages a customer turns on are never sent to anyone on the list.
Replies to emails go to the customer's own mailbox, not to us.

Some customers use a separate video welcome-call service. If a customer has connected it, we provide that service with the homeowner's name, contact details, address, and the system, price, and financing details the call covers, and we receive the homeowner's answers and a link to the recording.

2.7 R11 Field

R11 Field is our phone app for the people who work on our customers' jobs, such as installation crews. Each customer decides who can use it; there is no sign-up in the app. When you use R11 Field:

Sign-in. We receive your work email address and the one-time code we send to it. Your sign-in is kept in your phone's secure storage and ends when you sign out.
Job information on your phone. The app shows the jobs your company lets you see, including the homeowner's name and address, the installation day, the equipment, and your office's notes. So that you can keep taking photos with a weak signal, the app keeps the most recent job you opened photos for (its name, address, map location, installation day, team, financing company, photo list, and a pass that lets you take its photos for 24 hours) in secure storage until you open another job's photos or sign out.
Photos you take. We receive the photos you take in the app, with the photo type, the time on your phone, the image size, and a fingerprint of the file that confirms we received it complete. The app keeps photos in its own private storage, not your phone's photo gallery, and leaves them out of phone backups; a photo is encrypted on the phone, and the camera's unencrypted copy is deleted once we confirm we received it.
Photos you choose from your gallery. You can also add photos already on your phone, which you pick in your phone's own photo picker; the app sees only the photos you choose. For each one, the app reads details saved in the file: the camera's make and model, the software name the file records (usually the phone's own system version; on an edited photo, the editing app), the time the file says the photo was taken (and its time zone when the file gives one), when the file was last changed, whether it carries exposure details, its size and format, and whether it matches your screen's size. If the file carries a location and we have a map location for the job, the app uses it on your phone to work out how far the photo was taken from the job; we receive only that distance and how accurate the location claims to be, both in whole meters, and whether a location was removed. Before a photo you choose leaves your phone, the app keeps only the picture, its camera and time details and its color profile, and removes everything else stored in the file, including any location. A photo the app cannot read, convert or fully check is not sent, and the app tells you so. Our server refuses any gallery photo that still carries a location, and deletes our copy of every gallery photo it refuses. Your company's office sees a short note on the photo, for example that it came from your gallery, when it was taken, and roughly how far from the job, and a note when a check does not pass.
No location in photo files. The photo files we keep carry no location; each photo's record carries the result of the job-site check described below, or the distance described above. We also compute a visual fingerprint of every crew photo, used only to point out a gallery photo that looks like a crew photo your company already has on file.
Where photos go. Photos become part of your company's project records. Where we have turned it on for your company, we file them into the job's existing installation folder in its Google Drive; a gallery photo's file name says it came from your phone and gives the date and time the file states, or that it states none (Section 6).
Automated photo checks. Where we have turned on automated photo checks for your company, an AI service provider reviews each photo on our behalf to tell you whether the requested detail can be seen clearly. We send it only the photo and the type of photo requested, not your name, the homeowner's details, or your location, although a photo shows whatever was in front of the camera. Photos filed to your company's records can also be used in the funding reviews described in Section 3.
Notes and job answers. We receive the notes you write on a job and, if your company uses it, the answers you give when you finish an installation. They are saved with your name and the time, and are visible to your company's office and to colleagues who can see that job. If your company has connected its CRM, a copy goes there with your initials and the date.
The job-site location check. When you open a job's photos, the app asks for your phone's location (only while you are using the app) and compares it with the job's address on your phone. We receive the result: whether you appeared to be at the job, how far away you were and how accurate the reading was (in whole meters), when it was checked, and, if you continued from far away, your answer. We also learn if you declined location access or if your phone reported a simulated location. We never receive your phone's coordinates. To make the comparison, your phone's own location and map services (Google on most Android phones, Apple on iPhone) look up the job's address and, if you appear far from the job, your phone's position, to compare ZIP codes. Your company's office sees a note on the photos when you continued from far from the job, giving roughly how far and your answer, or when your phone reported a simulated location. Location is optional: if you decline, you can still take photos.
Reminders. If you allow notifications, the app can remind you on your phone about photos that have not reached your office yet. The reminders are made by your phone, name no customer, and nothing about them is sent to us; the phone keeps the reminder times it has set for the last few days in its secure storage, so that it never repeats one, and deletes them all when you sign out.
Searches and activity. Job searches you type are sent to us to find the job. We do not save them in our database, but they can appear for up to 30 days in our hosting provider's request logs. Each request the app makes is logged there with your user ID, your company, and the job, for security and support.
What the app does not collect. R11 Field contains no advertising, analytics, or crash-reporting tools. It does not access your contacts, files, or microphone, it sees only the gallery photos you choose, and it does not collect your phone's advertising identifier or other device identifiers or a notification token. Like any internet service, our hosting and sign-in providers receive your IP address and basic device information when the app connects.
On your phone. The app blocks screenshots and hides its preview in your recent apps. Once a week has passed since we confirmed receiving a photo, the app deletes its copy the next time you open the app while signed in. Photos not yet sent stay on your phone, including after you sign out, so they are not lost. On Android, uninstalling the app deletes everything it stored on your phone.

To end your access, contact your company. To ask about your information, contact your company or us (Section 14).

3. AI Features

Some platform features use artificial intelligence models from AI service providers:

Funding reviews. To help a customer's office check that a project's documents and photos show what a financing company requires, the platform sends the relevant plan sets, permits, inspection documents, and photos to AI providers, with their file names, the names of the project's other files, selected project details (including the project's number in the customer's CRM), earlier review findings, and the notes and decisions the office's staff have written on the review. These documents and photos can show personal information, such as a homeowner's name, address, or signature, or the front of the home. If a private-pilot user selects project emails, we also send labeled transcripts of those messages and supported attachments to our AI review providers. A transcript can contain the sender, recipients, subject, dates and message text. The review's findings are suggestions for the office's staff to check; an email transcript is not treated as a signed certificate. The private pilot does not submit a package to a financier, determine creditworthiness or eligibility, or authorize payment.
Photo checks in R11 Field (Section 2.7).
Recording summaries. Our analytics provider can summarize a platform session recording with an AI model when our staff ask it to (Section 2.3).
Product updates. We use an AI model to write summaries of changes to the platform from our own development records, and email them to our customers' administrators. These emails are sent on a schedule without a person reviewing each one.
Questions to the platform's assistant, where it is available, are sent to an AI provider with the project details needed to answer them.

How we handle AI:

People decide. AI output in the platform is advice. It does not move a project, approve or request a payment, send a message to a homeowner, or change a customer's connected systems on its own.
No model training. We do not use customer data to train AI models, and the AI model providers we contract with directly may not, under their terms, use the information we send them to train their models.
Improving our reviews. As our agreements with our customers allow, when a customer's staff correct a funding review, we use the correction and the project's documents to work out how to improve the review, including with the help of AI models, and we may turn what we learn into general checks and rules we use for all of our customers. Those checks and rules carry no customer's records, and we do not share one customer's records with another.
Our own work. Our staff also use AI coding and support tools, from these and other providers, to build, maintain, and support the platform. These tools can read customer data on our behalf, including in our live database.
Keeping records. For funding reviews and photo checks, we keep what we sent to AI providers (or, for a photo check, the photo it came from) and their responses with the project's records (Section 9).

4. How We Use Information

We use information to:

provide, operate, and support our services, including keeping each customer's project records, filing documents, sending the messages a customer turns on, and updating a customer's connected systems on its behalf;
keep our services secure, including signing users in, preventing fraud and abuse, keeping audit records, and investigating problems;
understand and improve our services, including through product analytics, session recordings, error reports, the review improvements described in Section 3, and measuring how each customer uses the platform;
communicate with you about your account, your inquiry, or our services;
market R11 on our website, as described in Section 2.1; and
comply with law, enforce our agreements, and protect the rights and safety of R11, our customers, and others.

We use the information in our customers' project records only to provide and improve our services and as each customer directs. We do not sell it, and we do not use it for our own or anyone else's advertising. Messages a customer turns on can carry that customer's own requests, such as asking a homeowner for a referral.

Within the customer's company. Project records are visible to the customer's users according to the permissions the customer sets in the platform, including people at partner companies the customer gives access to.
Within R11. R11 personnel who need it to support, operate, and secure our services can access customer accounts and data, including by viewing the platform the way a particular user sees it.
With the customer's connected systems. Where we have turned it on for a customer, we send updates to systems it uses. For example, we update a project's stage, dates, notes, and other details in the customer's CRM, create customer and sales-representative records there, create a job in its roof-inspection service, create project folders and file documents and photos in its cloud storage, and correct a homeowner's name in its site-survey app. These systems are run by other companies under the customer's own agreements with them.
With message recipients. Messages a customer turns on go to the homeowners, sales representatives, and office staff the customer names. Some messages to a customer's sales representatives include the homeowner's contact details and project details the customer has chosen to share with them.
With our service providers, who process information for us under contract: hosting and databases, sign-in and file storage, email and text-message delivery, AI models, product analytics and error reporting, customer relationship management, scheduling, and internal communication. They are permitted to use it only to provide their services to us, and when we must delete information, we tell the ones that hold it to delete it too.
Our analytics provider is the same for our website and the platform (Sections 2.1 and 2.3), and one account serves both, so it receives the project information that appears in platform recordings.
With visitor-identification and advertising providers, for our website only (Section 2.1). These providers may combine the information with their own and use cookies and similar technologies. They receive no information from the platform or from our customers' project records.
With professional advisors, such as lawyers, accountants, auditors, and insurers.
In a corporate transaction, such as a financing, merger, or sale of all or part of our business, under confidentiality obligations.
For legal and safety reasons, when required by law or legal process, or when we believe disclosure is needed to protect rights, safety, or property, or to enforce our agreements.
With your direction or consent.

Text messaging: we do not share or sell mobile phone numbers or text-messaging consent with third parties or affiliates for their own marketing. This does not limit sharing needed to deliver the messages, such as with our text-message provider and the phone carriers.

6. Google User Data

If a customer connects a Google account, our use of information received from Google APIs adheres to the Google API Services User Data Policy, including its Limited Use requirements. We reach Google through the account the customer connects, so we can reach what that account can reach, and we use that access only as described here.

Google Drive in the independent private pilot. Google grants read access across the connected account’s Drive. The user browses or searches folder names, chooses one job folder, and starts a review. We then read the selected folder and its subfolders and download supported PDFs and photos. We keep source copies and send the review evidence to AI providers as described in Section 3. This pilot connection does not upload, edit, share, rename or delete Drive files. Selecting a folder limits what this feature processes; it does not narrow Google’s account-wide read permission.
Google Drive in customer-configured operations. The following additional functions apply where R11 has configured them for a customer; they are not enabled by connecting the independent pilot:
- We find the folder that holds the customer's project folders by searching the connected account's Drive for it by name, and we read its list of folders.
- We create a folder, with standard subfolders, for each project that does not already have one, or use an existing folder with the project's name. We set the customer folder we create so that anyone with its link can view it, as the customer's own process did. We may rename a folder we created so that it matches the project's name in the platform.
- We upload into the project's folders the documents and photos the customer's users add in the platform and in R11 Field, and files from the customer's other connected systems, such as site-survey photos and signed agreements.
- We read the names and details of the files and folders in the project's folders so that each document is filed in the right place, check the files we filed each day to notice any removed in Drive, and keep dated lists of a project's files for funding reviews.
- We read the contents of some files: signed agreements, to confirm who signed them (we keep the signing certificate's text, which lists the signers' names and email addresses); plan sets, to attach to a homeowner's design email when the customer turns that on; and the documents and photos used in funding reviews, which we send to AI service providers to produce the review (Section 3). We keep copies of the files used in funding reviews with the project's records.
- When a user removes a document in the platform, we move that file to the Drive trash, where it can be recovered for about 30 days before Google deletes it. We never delete a file ourselves.
Optional Gmail in the independent private pilot. Gmail is connected separately and is not required for a Drive review. Google grants mailbox-wide read access. In R11, the user searches for a project and selects existing threads. Search reads message identifiers and subject information. When the user starts a review, we read and retain the selected messages, their headers and text, and supported attachments. We produce labeled transcripts for AI review and retain their source records. The selection limits what R11 processes, rather than limiting Google’s permission to those messages. We do not automatically include later replies, continuously watch the inbox, send messages, mark mail as read, change labels or delete mail through this connection.
Google Calendar. If a customer connects a calendar, we read when the calendars it selects are busy. Where we turn it on for the customer, we also create, update, and remove calendar entries for appointments made in the platform; to find our own entries, we read the events in those calendars and keep none of the others. Our entries include the homeowner's contact details and address, the sales representative, funding details, and job notes.
What we do not do. We do not sell Google user data, do not use it for advertising, and do not use it to train artificial intelligence or machine learning models.
Connection records and disconnecting. We store the connected Google account’s email address and an encrypted authorization token. A customer administrator can disconnect Google in the platform. In the independent pilot, the user can disconnect Gmail separately to stop future mailbox reads. Disconnecting does not delete source copies or completed reviews already saved as project records (Section 9); contact support@r11inc.com to request deletion (Section 11). You can also remove R11’s permission in your Google account’s security settings. Because the independent Drive and Gmail connections use the same Google client, revoking its entire Google grant can interrupt both.

7. Cookies and Similar Technologies

Our website uses cookies and similar technologies (such as pixels, tags, and local storage) for analytics and session recordings, visitor identification, and advertising (Section 2.1), plus cookieless measurement of page views and site performance. Its analytics cookie is shared with the platform (Section 2.1). If your browser sends a Global Privacy Control signal, the website does not load the visitor-identification and advertising technologies.
The platform uses cookies to keep users signed in and to support features such as viewing the platform as another user sees it. It stores some information in the browser, such as a list of recently opened jobs (with their names and street addresses) and layout preferences. Our analytics provider uses cookies and local storage for product analytics and session recordings (Section 2.3). The platform does not use advertising or visitor-identification technologies.
R11 Field uses no cookies. It keeps your sign-in in your phone's secure storage.

We do not respond to "Do Not Track" signals, which have no agreed meaning; we honor Global Privacy Control as described above.

8. Security

We use administrative, technical, and physical safeguards designed to protect information, appropriate to its sensitivity. These include encryption in transit, encryption at rest by our hosting and database providers, encryption of the credentials our customers give us for their connected systems, sign-in without passwords, and access controls that keep each customer's information separate in both the application and the database. No system is perfectly secure. If a security breach affects your information, we will notify you and the authorities as the law requires.

9. How Long We Keep Information

We keep information only as long as we need it for the purposes in this Policy, as follows. Much of the platform is built as a history: correcting a record adds a new entry instead of erasing the old one. When information must be deleted, because its period below has ended, because a customer instructs us, or because the law requires it, we delete or de-identify it, including in that history.

Customer project records, including their history, the deliveries we accept from connected systems, R11 Field photos and their records, message records, and what we sent to AI providers for funding reviews and photo checks and their responses: for as long as we provide our services to the customer. Within 90 days after the customer's relationship with us ends, and after providing the customer a copy if it asks, we delete or de-identify them, unless the law requires us to keep something longer.
Opt-out and do-not-contact records are kept with the customer's project records, so that an opt-out keeps being honored for as long as we serve that customer.
Platform user accounts: while the user has access. When access ends, the account is disabled, and the user's name and email address stay on the history of the work they did for as long as the customer's records are kept.
Sign-in records for email addresses and Google accounts that have no access: deleted within 30 days.
Analytics: session recordings on the platform and our website, 30 days; other analytics events, including the AI summaries of recordings, up to the period our analytics provider's plan sets (currently one year on its free plan and seven on paid plans), or until we delete a person's analytics data on request.
Website visitor identification records: deleted after 24 months without any engagement with R11, or sooner on request.
Email and other correspondence with us: for as long as the business relationship or your inquiry lasts, and afterwards as long as needed for our legal, tax, and accounting records.
Requests to our servers, including search text: up to 30 days in our hosting provider's logs. Deliveries we reject as unauthenticated: 30 days.
R11 Field on your phone: as described in Section 2.7.
Legal, tax, and accounting records: as long as the law requires.

Deleted information can remain in backups until they expire on our providers' schedules, generally within 30 days.

10. Children

Our services are intended for businesses and the people who work with them. They are not directed to anyone under 18, and we do not knowingly collect personal information from children.

11. Your Choices and Rights

Homeowners and other people in project records. The company that is installing or installed your system controls your project record. Ask that company to access, correct, or delete your information; when it instructs us, we do so within the time the law allows, including in the platform's history, and we tell our service providers that hold the information to delete it too. If you contact us directly, we will refer your request to that company and help it respond.
Platform and R11 Field users. Your company manages your account. Ask your company to change or close it, or contact us. Your name and email address stay on the history of the work you did unless the law requires us to delete them.
Text messages. Reply STOP to any text to stop texts from that company.
Email. If we send you marketing email, it will include a way to unsubscribe. Messages about a project are sent for the company you work with or hired; ask that company to stop them.
Website visitors. Turn on Global Privacy Control in your browser, and our website will not load its visitor-identification or advertising technologies for you. You can also block or delete cookies in your browser, adjust ad preferences in the settings of the advertising platforms you use, or contact us to opt out of visitor identification, and we will remove what it gave us about you from our sales records and stop adding to it.
California residents. If you live in California, you have the right to know what personal information we collect, use, and disclose about you, to get a copy of it, to have it corrected, and to have it deleted, subject to the exceptions the law allows (for example, information we must keep to comply with the law or to secure our services). We do not sell or share personal information from the platform or R11 Field. On our website, our visitor-identification and advertising technologies may count as "selling" or "sharing" personal information under California law; you can opt out by sending a Global Privacy Control signal, which we honor, or by contacting us. We use sensitive personal information only to provide our services, so we do not use it in ways that give rise to a right to limit its use. We will not discriminate against you for exercising these rights. You may use an authorized agent; we may ask the agent for proof of authority and ask you to confirm your identity. To make a request, contact us (Section 14). We will confirm receipt within 10 business days, verify your identity by matching information we already hold, and respond within 45 days, or tell you if we need up to 45 more. If your information came to us from one of our customers, we act on that customer's instructions and may refer your request to it.
Other states. Depending on where you live, the law may give you similar rights. We honor them as the law requires, through the same contact.

12. Where We Process Information

R11 is based in the United States, and we and our main hosting providers store information in the United States. Some of our service providers, such as AI model providers, may process information in other countries.

13. Changes to This Policy

We may update this Policy. The current version, its effective date, and its version number are always posted at r11inc.com/legal/privacy-policy. For a material change, we will give notice through our services or by email before it takes effect. We keep each earlier version in our records.

14. Contact Us

R11 Inc. Attn: Privacy Email: support@r11inc.com