Privacy Policy

This policy explains how Junk Koala handles personal information collected through junkkoala.com and the quote, booking and account systems behind it — whether you are a customer, somebody enquiring, or a crew applying to join the network.

We collect personal information when you enter it into one of our forms or use the service. Depending on what you do, that may include:

• Your name and, for a business, its name
• Email address and phone number
• Service address, city, state and ZIP code
• What you tell us about the job, your preferred date, and any photographs you attach
• For a booked job where we ask for a card: the card brand, its last four digits and a reference from our payment processor — never the full card number, which is entered directly into the processor's own form
• If you create an account: your email address and a password, which is stored only as a one-way hash by our authentication provider
• Messages you send through the contact form, and the ZIP code, email address and phone number you give to join a waitlist
• For crews applying to join: business, vehicle, contact, identity, tax and payout details, some of which are collected by our payment partner on our behalf

When you check a ZIP code we record the ZIP and whether a crew covers it, including when the answer is no — that is how we decide where to open next. We also record which page, campaign or referring site a quote request came from, so we know which of our marketing works; that is attached to the quote, not to a profile that follows you around the web.

Information is used to:

• Price, schedule, crew and carry out the job you asked about, and bill you for it
• Send you the messages about your quote or booking — confirmations, a price change to approve, the crew on the way, receipts
• Send those same messages as a text where you have given us a mobile number and agreed to it
• Send reminders, follow-ups about an unfinished quote and review requests, by email or text, each of which you can turn off
• Determine whether a Junk Koala crew operates in your area
• Assess an application to join the Junk Koala provider network, and pay crews for the work they do
• Keep records of jobs and payments, answer questions about them, and meet legal, tax and accounting obligations
• Protect the service from abuse — for example by limiting how many requests one address can send

We do not sell personal information, and we do not pass enquiries to a network of unaffiliated contractors bidding for your work.

Photographs you attach to a quote or a booking are stored privately. They are not published, and they are readable only by Junk Koala staff and the crew assigned to your job, through links that expire after a few minutes.

To help our staff estimate a load, photographs attached to a quote may be analysed by an AI model provided by Anthropic. The result is a suggestion for a member of staff, who makes the decision; the model never sets a price and is not used on its own to decide anything about you. Anthropic processes the images for us as a service provider.

Where you give us a mobile number and agree to it, we text you about the thing you are doing with us: that a booking is confirmed, that a price needs approving, that the crew is on the way, and that a job is done. Crews are texted about jobs offered to them, jobs they have accepted, and changes to those jobs. A number given by a crew is verified with a one-time code before it is used, so alerts about a job do not go to a stranger.

Consent is asked for where the number is given, not assumed from having it. Reminders, follow-ups about an unfinished quote and review requests are separate, and are off the moment you say so. Message frequency varies with what you have booked. Message and data rates may apply.

Reply STOP to any of our texts to stop them, and HELP for help. STOP is honoured against the number itself, so it also stops messages already queued for it, and it is not undone by making another booking — reply START to the same number if you want them back. You can also change which text messages you receive from your account or from the unsubscribe link in any of our emails.

Mobile numbers and text-message consent are never sold, rented, or shared with third parties for their own marketing, and they are not shared with anyone for that purpose. They are passed only to the messaging provider named below, which sends the messages on our behalf and for no other purpose.

We use a small number of providers to run the service. Each acts on our instructions, under contract, and for no other purpose:

• Supabase — the database, sign-in and private file storage behind the service
• Stripe — payments, saved cards, and the identity, tax and payout details of crews
• Resend — sends our email
• Twilio — sends our text messages
• Anthropic — the automated photo estimates described above, used by our staff only
• Vercel — hosts the website

Information may be shared with:

• The crew assigned to your job, who see your name, the service address, your phone number, what the job involves and the photographs you attached — the details of the job, and nothing else about you
• The providers listed above
• Authorities or other parties where we are legally required to do so

Personal information is not sold, rented or traded.

This website does not set advertising or analytics cookies, and it does not use third-party tracking or advertising pixels.

A session cookie is set only when you sign in to an account, to keep you signed in. Where a card is taken, our payment processor's form runs inside the page and may set its own cookies for fraud prevention. The site remembers which page or campaign brought you here in your browser's session storage, so it can be attached to a quote you go on to request; that is cleared when you close the browser.

Fonts are served from our own domain rather than from a third-party font service, so viewing a page does not disclose your visit to an external provider.

Quotes, bookings, payments, photographs and the messages we sent you about them are kept for as long as needed to provide the service, and afterwards as records of the job and the payment for as long as legal, tax and accounting obligations require. A quote that is not booked expires on the date shown on it and is kept as a record for the same period.

Contact messages and waitlist details are kept until they have been dealt with or a crew opens in the area. Records of ZIP code checks are kept to plan where to open next.

Depending on where you live, you may have rights to access, correct, delete or restrict the use of your personal information, to obtain a copy of it, and to object to certain processing. Residents of some US states have additional rights, including the right to opt out of the sale or sharing of personal information — noting that Junk Koala does not sell or share personal information for advertising purposes.

You can turn off reminders, follow-ups and review requests from the link in any of those emails, by replying STOP to a text, or from your account. Messages about a job you have booked are part of the service and are not affected.

To make a request about your information, email support@junkkoala.com, call 1 (888) 604-JUNK, or use the contact form on this website. We may need to verify your identity before acting on a request about specific personal information.

The website is served over an encrypted connection, and information submitted through it is transmitted over that connection. Card details are entered directly into our payment processor and never touch our servers. Photographs and job records are held in private storage, and each customer, crew and member of staff sees only what they are entitled to.

No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Please do not put card numbers, identification numbers or passwords in a free-text field or a message to us — we will never ask for them there.

This website is intended for adults arranging a service. It is not directed at children, and we do not knowingly collect personal information from anyone under 13. If you believe a child has provided us with personal information, contact us and we will address it.

We revise this policy when what we do changes, and the date at the top of this page is updated when we do. We encourage you to review it when you use the service for something new.

Questions about this policy, or about how your information is handled: email support@junkkoala.com, call 1 (888) 604-JUNK, or use the contact form on this website.

Our mailing address is 1011 S Walton Walker Blvd Ste 1011, Dallas, TX 75211.