Privacy Policy

This Privacy Policy (“Policy”) describes the information Cocoon Home Services, Inc. (“Cocoon”, “we”, “our”, or “us”) collects, how we use and retain this information, with whom we share it, and the choices you have in connection with these activities in the United States. This Policy applies when Cocoon collects information from or about individuals using our Services. By using our Services, you agree to the collection and use of information in accordance with this Policy. This Policy does not apply to Service Professionals or Channel Partners or personal information we receive from our employees or applicants.

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural:

• Account: A unique account created for you to access our Service or parts of our Service relating to your property.
• Affiliate: A company directly or indirectly controlling, controlled by, or under common control with Cocoon.
• Automated Decision-Making Technology (ADMT): Any technology that processes personal information and uses computation to replace or substantially replace human decision-making, including AI models that generate property-related risk scores.
• Cocoon Partner: Any third-party with whom Cocoon contracts or arranges to distribute, or use, Cocoon’s products and services.
• Home Data: The factual and historical records regarding a physical property, including characteristics, structural components, contents, utility usage, surrounding geography, service history, and Home Intelligence.
• Home Health Score: An AI and, or algorithmic generated score based on a home’s risks and maintenance.
• Home Intelligence: The outcome Cocoon delivers from the capture and analysis of property-specific data, including home risk identification, Home Service and other recommendations, and Home Health Score.
• Home Services: Services related specifically to the use of a Service Professional.
• Personal Information: Information that identifies, relates to, or could reasonably be linked, directly or indirectly, with a particular individual or household.
• Service: Any interaction with us, other than those specifically excluded. Such interaction includes use of our websites, your Cocoon Home Portal, Cocoon applications including mobile-web applications used by you and Service Professionals, and engagement through Cocoon’s platform with Service Professionals and Channel Partners.
• Service Professional: Authorized service professionals Cocoon connects you with for Home Services, who are independent companies and not Affiliates.
• Sensitive Personal Information (SPI): A sub-category of Personal Information that includes precise geolocation (~1,850 feet) and sensitive home imagery.

When you interact with us, we collect Personal Information (including Sensitive Personal Information) and Home Data. We retain your Personal Information for as long as it remains reasonably necessary to provide the Services and the maintenance of Home Data for your Account.

We determine the necessity of retention based on: (i) the requirements for service delivery; (ii) statutory or regulatory retention mandates; (iii) actual or threatened litigation; (iv) applicable statutes of limitations; and (v) industry best practices for safety and security.

When we determine that it is no longer reasonably necessary to retain your Personal Information for these purposes, or upon a granted Verifiable Consumer Request for deletion (see Section 9), we will delete or anonymize your Personal Information. Factual Home Data will be retained in a de-identified format within the Cocoon Home Registry, a database of property data. Because this Home Data pertains to the physical safety and structural integrity of the property itself, it remains a permanent part of the home’s historical record. This allows Cocoon to ensure the ongoing safety and integrity of the property for future owners and authorized partners, similar to a vehicle history report. Cocoon contractually commits to maintaining Home Data in a de-identified format and will not attempt to re-identify any such data once it has been de-identified in the Cocoon Home Registry.

Please note that while we delete Personal Information from our active databases upon request, technical limitations may exist regarding the removal of data points already utilized in the training weights of our aggregate AI models.

To support the Cocoon ecosystem and provide our Services, we collect information from the following categories:

• Identifiers: Your name, email address, physical address, and telephone number collected during Account creation, scheduling of Home Services, or participation in Cocoon events.
• Commercial Information and Home Data: Your home’s features, characteristics, components, appliance models, and service history.
• Financial Information: Credit card or bank account details collected via our payment processor for service billing and audit purposes.
• Visual and Audio Information: Photographs and videos of your home’s exterior and interior, profile pictures from social media interactions, and audio recordings of customer service calls for training and quality assurance.
• Internet Activity: ZIP codes for serviceability checks and the use of pixels/cookies (e.g., Facebook Pixel, Google Tags) to track interactions, enhance user experience, and provide targeted advertising.
• Sensitive Personal Information: Precise physical location data captured via mobile browser settings to validate localized service coverage.
• Inferences: Profiles generated by AI and algorithmic applications reflecting Home Health Scores, risk probabilities, and maintenance needs.

We process this information to: (i) verify availability of Services; (ii) authenticate your Account; (iii) provide notifications and alerts; (iv) build Home Data and identify property risks; (v) provide property-specific recommendations; (vi) dispatch and coordinate with Service Professionals; (vii) communicate service updates; (viii) deliver promotional opportunities; and (ix) detect unlawful activity, prevent fraud, and defend against legal claims.

We use Cookies and similar tracking technologies to monitor activity and store information.

Site Analytics and Performance

• Google Analytics: A web analytics service provided by Google that tracks and reports website traffic. Google uses this to track the use of our Service and may contextualize ads on its network.
• Firebase: Used for mobile application performance monitoring and diagnostic data.
• Mixpanel: Analyzes granular user interaction with specific portal features to optimize site design.
• Klaviyo: Facilitate and manage email and SMS for analytics and to evaluate how content is perceived to improve effectiveness and public relations.

Behavioral Remarketing and Social Media

• Facebook Pixel & Connect: We use these tools to customize advertising on social media based on your browsing behavior. Meta may link this information to your Meta account for its own promotional purposes.
• Google Ads (AdWords): Utilizes cookies to serve ads based on your visit to our Service or other sites.
• AdRoll: Used for cross-platform behavioral targeting and measuring campaign effectiveness.
• Social Media Interaction: When you interact with our pages on X, LinkedIn, Facebook, or Instagram, we collect engagement metrics to tailor content.

Infrastructure and Operational Partners

• Amazon Web Services (AWS): Provides the secure cloud hosting and infrastructure for the Cocoon System.
• Stripe: Processes all financial transactions securely. Cocoon does not collect or store your payment card details.
• Twilio & RingCentral: Facilitate email and SMS notifications regarding service requests.

To provide the Services and enable Home Intelligence, Cocoon discloses certain information to third parties as described below:

• Sharing with Service Professionals: To fulfill your requests for Home Services, we share your Personal Information and Home Data as necessary for the professional to perform the work. Access to your Personal Information is limited on a need-to-know basis. All Service Professionals are subject to contractual obligations to use this data solely for the requested service and for quality assurance.
• Sharing with Cocoon Partners: With your explicit consent, we may share Identifiers, Home Data, and Home Intelligence with Cocoon Partners (such as insurance companies) as advisory information to help them determine insurance eligibility and premiums, or with real estate and lending partners to facilitate property transactions. You may revoke this consent via the “Do Not Sell or Share” link in Section 7. We share Identifiers with Cocoon Partners who co-sponsor promotions, events, sweepstakes, or contests you choose to join. We do not sell your Personal Information to third parties for their own independent marketing purposes.
• Internet Activity and Targeted Advertising: Disclosures of Internet Activity to partners like Meta (Facebook) and Google specifically for Cocoon’s targeted advertising are categorized as “sharing” under modern Data Privacy Laws. Please see Section 9 for technical details and specific opt-out links.
• Legal and Administrative Disclosures: We may disclose information to third parties if required by law, to protect the safety of our users, or to defend against legal claims.
• With your consent: Apart from the reasons identified above, we may request your permission to share your personal information for a specific purpose. We will notify you and request consent before you provide the personal information or before the personal information you have already provided is shared for such purpose. You may revoke your consent at any time.
• Anonymized Data: Cocoon may share anonymized and aggregated data (“De-Identified Information”) in marketing materials and for benchmarking and internal analytics. Cocoon may also use De-Identified Information for commercial collaborations with private companies for purposes such as market analysis.

Pursuant to applicable Data Privacy Laws, Cocoon provides the following summary of our data practices over the preceding twelve (12) months.

7.1 Categories of Personal Information Collected and Disclosed or Shared

7.2 Disclosure of Sale or Sharing

Cocoon does not sell your Personal Information for monetary compensation. However, we do Share certain identifiers with third-party advertising and social media networks to provide targeted advertising for Cocoon.

• Advertising Opt-Out: To stop this sharing for targeted advertising, click the Do Not Sell or Share My Personal. Our websites are configured to recognize Global Privacy Control (GPC) signals as a valid request to opt-out of sharing.
• Partner Consent Revocation: Please note that the “Do Not Sell or Share” link does not revoke affirmative consent you have previously provided to share data with a Cocoon Partner (e.g., an insurance carrier). To manage or stop data sharing with a specific Cocoon Partner, please contact us at support@cocoonhomeservices.com.

7.3 Use of Sensitive Personal Information

Cocoon has not used or disclosed Sensitive Personal Information for purposes other than those permitted by law (e.g., to provide the services you requested) or with your consent.

You have the following choices with respect to your Personal Information:

• Opt Out of Text Messages and Calls. You can opt-out of receiving text messages or calls to your phone number at any time by (i) for text messages, texting “STOP” in response to any text message you receive from us or contacting us as set out in the “Contact Us” section below and specifying you want to opt-out of text messages; and (ii) for calls, requesting opt-out during any call you receive from us or contacting us as set out in the “Contact Us” section below and specifying you want to opt-out of calls.
• Opt Out of Marketing Communications. All users may opt-out of receiving marketing emails and newsletters at any time by changing their preferences (if registered on Cocoon’s website), or by contacting the Cocoon Customer Service at (888) 780 – 9965 or by using the opt-out link located at the bottom of our emails. Please note that we will continue to send you notifications necessary to the Services, your Account, purchases, or any assistance you request.
• Opt Out of Other Cookies. All session cookies are temporary and expire after you close your web browser. Persistent cookies can be removed by following your web browser’s directions. To find out how to see what cookies have been set on your computer or device, and how to reject and delete the cookies, please visit: https://www.aboutcookies.org/. Please note that each web browser is different. To find information relating to your browser, visit the browser developer’s Website and mobile application. If you reset your web browser to refuse all cookies or to indicate when a cookie is being sent, some features of our website may not function properly. If you choose to opt out, we will place an “opt-out cookie” on your device.

The “opt-out cookie” is browser specific and device specific and only lasts until cookies are cleared from your browser or device. The opt-out cookie will not work for essential cookies. If the cookie is removed or deleted, if you upgrade your browser or if you visit us from a different computer, you will need to return and update your preferences. By clicking on the “Opt-Out” links below, you will be directed to the respective third-party website where your computer will be scanned to determine who maintains cookies on you. At that time, you can either choose to opt out of all targeted advertising or you can choose to opt out of targeted advertising by selecting individual companies who maintain a cookie on your machine.

• Association of National Advertisers opt-out registration: https://dmachoice.org/register.php
• Network Advertising Initiative (NAI) Opt-Out: https://www.networkadvertising.org/managing/opt_out.asp
• Digital Advertising Alliance (DAA) Opt-Out: https://optout.aboutads.info/

Depending on your state of residence, you may have specific rights regarding your Personal Information under applicable Data Privacy Laws (such as the CCPA/CPRA in California or the Indiana Consumer Data Protection Act). Cocoon provides these rights to all users within the United States to ensure a consistent and transparent experience with Cocoon.

9.1 Your Statutory Rights

You have the following rights regarding the Personal Information we hold about you:

• Right to Know/Access: You have the right to request a disclosure of the categories and specific pieces of Personal Information we have collected about you, the categories of sources, and the business purposes for such collection.
• Right to Delete: You have the right to request the deletion of Personal Information we have collected from you, subject to certain legal exceptions (such as the retention of De-identified Home Data Information for the Cocoon Home Registry).
• Right to Correct: You have the right to request that we correct inaccurate Personal Information that we maintain about you.
• Right to Opt-Out of Sale or Sharing: You have the right to opt-out of the “sale” or “sharing” of your Personal Information for cross-contextual behavioral advertising. We honor Global Privacy Control (GPC) signals from your browser as a valid request to opt out of sharing for targeted advertising.
• Right to Limit Use of Sensitive PI: You have the right to limit our use of Sensitive Personal Information to only those uses necessary to perform the Services.
• Right to Non-Discrimination: You have the right to not receive discriminatory treatment if and when you exercise your rights to access, delete, opt out, correct, or limit use of sensitive personal information.
• Right to Appeal and File a Complaint: You have the right to appeal an action taken (or not taken) by Cocoon in response to your request. We will inform you of any action we have taken in response to your request without delay and, in any event, within forty-five (45) days after we receive your request. If you believe your privacy rights have been violated, you can submit a complaint to the Indiana Attorney General Consumer Protection Division https://www.in.gov/attorneygeneral/consumer-protection-division/file-a-complaint/.
• Right to Data Portability: You have the right to ask that we transfer the personal information you gave us, to you, or in certain cases, directly to another organization, in a format that is easily understandable and to the extent technically feasible, in a structured, commonly used, machine-readable format. However, you may exercise this right no more than two times per calendar year.
• Right to Opt Out of Profiling: You have the right to opt out of profiling and the use of ADMT used to analyze property risks or generate your Home Health Score. While Cocoon provides these as recommendations to help you maintain your home, you may request information regarding the logic of these AI-generated scores and how they may be utilized by our Cocoon Partners (to whom they have been share only with your consent) to inform their own independent decisions.
• Right to Opt Out of Targeted Advertising: You have the right to opt out of the processing of your personal information for targeted advertising purposes.

9.2 How to Exercise Your Rights

To exercise any of these rights, please submit a Verifiable Consumer Request through one of the following channels:

• Privacy Portal: Visit cocoonhomeservices.com/contact/
• Email:privacy@cocoonhomeservices.com
• Toll-Free Phone: 1-888-780-9965

9.3 Identity Verification Procedures

To protect the security of your Personal Information, we must verify your identity before fulfilling a request (“Verifiable Consumer Request”). We will utilize a multi-tiered verification process based on the sensitivity of the request:

1. Reasonable Degree of Certainty: For requests to “Know” categories of data, we will match at least two (2) unique data points provided by you (e.g., email address and ZIP code) against our records.
2. High Degree of Certainty: For requests to “Access” specific pieces of data or to “Delete” information, we require a match of at least three (3) data points and a signed declaration under penalty of perjury that you are the consumer whose personal information is the subject of the request.

9.4 Authorized Agents

Only you, or a person legally authorized to act on your behalf (an “Authorized Agent”), may make a request related to your information. If you use an authorized agent, Cocoon requires:

• Direct Verification: We may still require you to verify your own identity directly with Cocoon.
• Written Proof: You must provide the agent with signed, written permission to submit the request.
• Power of Attorney: We accept valid power of attorney documentation pursuant to applicable state probate codes.

9.5 Response Timelines and Appeals

• Standard Timeline: We will respond to a Verifiable Consumer request within forty-five (45) days of receipt.
• Extensions: If reasonably necessary (e.g., for complex property data sets), we may extend this period by an additional forty-five (45) days. We will provide you with a written notice of the extension and the reason for the delay within the initial 45-day window.
• Right to Appeal: If Cocoon declines to take action on your request, you have the right to appeal our decision. We will provide instructions on how to submit your appeal at that time.

In certain states, such as Indiana, you may submit a formal complaint to the State Attorney General if your appeal is denied.

9.6 Exceptions to Deletion Requests

We may deny your request to delete information if retaining the information is necessary for Cocoon or our Vendors to:

1. Complete the transaction for which the information was collected (e.g., an active Care & Cover Plan repair).
2. Maintain your Home Data for ongoing Home Intelligence and safety alerts.
3. Comply with a legal obligation or defend against legal claims.
4. Detect security incidents or protect against malicious activity.

While there is no universal industry consensus for all “Do Not Track” signals, Cocoon’s websites are configured to recognize and honor Global Privacy Control (GPC) signals. If you have enabled GPC on your browser, we will treat it as a valid request to opt-out of the “sharing” of your Personal Information for targeted advertising.

We implement and maintain reasonable security measures to protect the personal information we collect and maintain from unauthorized access, destruction, use, modification, or disclosure. These security measures include secure server software and firewalls designed to protect your personal information from unauthorized access, disclosure, alteration, or destruction. However, no security measure or modality of data transmission over the Internet is 100% secure and we are unable to guarantee the absolute security of the Personal Information we have collected from you.

Our Services are strictly intended for individuals eighteen (18) years of age or older. Cocoon does not have actual knowledge that it sells or shares the personal information of consumers under sixteen (16) years of age. If we become aware that we have collected information from a minor, we will delete such data immediately in accordance with the Children’s Online Privacy Protection Act (COPPA).

We may amend this Privacy Policy in our sole discretion at any time. If we do, we will post the changes to this page and will indicate the date the changes go into effect. We encourage you to review our Privacy Policy to stay informed. If we make changes that materially affect your privacy rights, we will notify you by prominent posting on the Website and/or via email, and request your consent, if required.

All information posted in the Services is only intended for the U.S. market. If you are accessing the Services from outside of the U.S., please be aware that information collected through the Services may be transferred to, processed, stored, and used in the U.S. and other jurisdictions. Data protection laws in the U.S. and other jurisdictions may be different from those of your country of residence. Cocoon does not knowingly transfer bulk sensitive personal data of U.S. persons to “countries of concern” as defined by U.S. Department of Justice regulations.

If you have any questions regarding this Privacy Policy, please contact us:

• By email: support@cocoonhomservices.com
• By visiting this page on our website: https://cocoonhomeservices.com/contact/
• By phone: (888) 780-9965
• By mail: 136 Madison Avenue, 5^th Floor, New York, New York 10016