Privacy Policy — United States
How Cerrax handles personal information, and the rights US state privacy laws give, in plain terms.
1. Who we are
Cerrax Ltd ("Cerrax", "we") provides software for moving companies: a pricing engine, and the inquiries, customer records, quotes and jobs around it. We are a company registered in England and Wales, and we have no office or subsidiary in the United States. This policy explains what personal information we handle for moving companies in the United States and the people they quote, why, and the choices and rights you have. It is also our notice at collection. Questions: hello@cerrax.io.
2. Two different roles
Our role depends on whose information it is:
- Your information (the moving company using Cerrax). For account holders' own details, we decide how the information is used, so we are the business (or controller) for it.
- Your customers' information. When a moving company uses Cerrax, personal information about the people it deals with — its customers, the people who inquire with it, its other contacts, and its own staff and crew in their working role — is handled by us as a service provider (or processor), only on the company's instructions. The moving company is the business; our processing is governed by the Data Processing Addendum between us. If you are a moving company's customer, its own privacy notice applies to you, and questions about your information are best sent to the company first.
- Website visitors. We are the business for the limited information you give us directly (e.g. a waitlist or contact form), and for keeping the service secure.
- A customer's video kept to train software. If a customer agrees to Cerrax keeping their video or photographs for that purpose, we are thebusiness (controller) for that use alone (see section 3).
3. What we collect
From companies using Cerrax: account and contact details (name, company, email, phone, and your USDOT, MC or tax identification numbers if you give them), and the job inputs you enter to produce a price. Within job data: addresses and job details, which may be personal information of your customers — processed only to produce and explain a price and record the outcome you tell us. From the job itself: where your crew use Cerrax on the day, photographs they take of the property, its access and any damage found; if you ask your customer to sign the inventory, the name they give and the signature they draw; and, if you invite it and your customer chooses to, a video of their home that they send you to be quoted from. These are held as the record of the job, on your instructions, and are used for nothing else: they never affect a price and are never shared with another company, unless the company chooses to send a link to its crew or its insurer (see below). From website visitors: what you submit in a waitlist, demo or contact form. We do not record your browsing sessions or track behavior for advertising.
Contacts and inquiries (for companies that switch them on). A moving company can keep a contact record for each of its customers and inquirers — their name, email addresses, phone numbers, company, preferred language, the addresses they have moved from or to, where the inquiry came from, the company's notes, and any choice the person made about the company's messages. The company decides what is kept; we hold it as its service provider, only within that company's account, and never share it with another company. To recognize the same person arriving twice, we keep a scrambled key made from their email address or phone number that cannot be read back without a secret held only by us.
Inquiry emails and AI. A moving company can give lead websites a Cerrax address to send inquiries to. We receive those emails (through Amazon Web Services) and read them to fill in the inquiry. If an email isn't laid out in labeled lines, we send its text — without the forwarding headers or earlier quoted messages — to Anthropic, an AI provider in the United States, which suggests the name, contact details, addresses, date and size of the move. A suggestion is only used if the words appear in the email, and a person at the company checks it before anything is priced or sent. Anthropic does not use it to train its models and deletes it within 30 days (longer only if it is flagged for misuse). We do not keep the email's text for any purpose of our own. When a company describes a job's items and rooms to Cerrax, we keep that description — with any email address, phone number or ZIP code removed — for 30 days to improve how Cerrax recognizes items, and then delete the text.
Messages a company sends through Cerrax. A moving company can switch on emails in its own name: reminders to someone who asked it for a quote (up to three, stopping as soon as they reply, accept or decline; the person can say no to them when they inquire), a thank-you after a move, and — only if the customer ticked a box agreeing to it — one email after the move asking whether they know anyone else who is moving. Every one carries the company's postal address and a one-tap link to stop them; stopping takes effect at once and covers all of these emails from that company to that person. We keep a record of each choice and when it was made so the company can show it later, and a scrambled note of a stop so it is honored even after other records are deleted. The company is responsible for these messages; we send them on its instructions.
In the categories state privacy laws use, in the last 12 months we have collected: identifiers (name, email, phone, postal address); commercial information (the plan you are on, the jobs priced and their outcomes); professional or employment-related information (your role at your company); audio, electronic or visual information (job photographs, a drawn signature, and a customer's video where one is sent); and internet or other electronic network activity limited to sign-in and security logs and the check, on our public price check, that a visitor is a person. We collect these from you, from your staff, and from your customers through the links you send them.
We do not collect sensitive personal information to infer anything about anyone, and we do not collect biometric information: nothing in Cerrax recognizes a face, keeps any measurement of one, or extracts an identifier from a photograph, a video or a signature (where faces are blurred, software finds them only to blur them). A signature is kept only as the record that your customer agreed the inventory.
If your customer lets us keep their video to train software. When a customer sends a video or photographs, they may tick a separate box allowing Cerrax to keep them to train software that recognizes furniture and rooms. It is never ticked for them and it is not a condition of being quoted. For that use, and only that use, Cerrax decides how the information is used — we are the business (controller) for it — and we rely on the customer's opt-in consent. We do not sell or share it. Before any footage is used to train software, faces, documents and anything else that identifies a person or the home are blurred. Where Cerrax blurs faces as soon as a video arrives, the company sees it with faces already blurred. Nothing uses it today: it is kept, not yet used. The customer can withdraw their consent at any time, by asking the moving company or by writing to us at hello@cerrax.io; the video and photographs are then deleted under the 90-day rule in section 10.
Links a company chooses to share. A company can send its crew a link to a job sheet, and can give its insurer, broker or claims handler a link to a job's evidence — the customer's name, the photographs, video and signatures, never their email address or phone number. Evidence links expire after a period the company chooses, at most 90 days; they can be revoked at any time and record each time they are opened. Who receives a link is the company's decision.
Calendar feeds. If a company subscribes its own calendar (for example Google, Apple or Microsoft) to its Cerrax calendar link, that calendar provider fetches the company's booked jobs — including the customer's name, addresses and phone number unless the company chooses the private version — and holds that copy under the company's own agreement with it.
Messages about a job. As part of a job, a company can send its customer booking confirmations, move-day reminders, requests for a video or a payment, a note before a quote expires and, after the move, a request for a review — by WhatsApp where the company has connected it and the customer uses it, otherwise by email. The customer can instead answer the review request privately, with a rating from 1 to 5 and a comment that only the company sees. A company can also keep follow-up tasks about a customer, with notes.
When a customer accepts a quote, we record the time, the version of the company's terms and the cancellation statement shown, and any box the customer ticked. We do not record their IP address or device. We also count how many times the page for a quote is opened, and note when it was last opened, so the company can see whether its quote has been read.
A company's team. The logins of the people a company invites — their name, email address and sign-in details, including two-step sign-in if they turn it on (the secret that links their authenticator app, and one-time recovery codes kept in scrambled form) — are account data that we are responsible for. What a company records about its crew for its jobs — the mobile numbers used to send them job sheets, who is assigned to which job, and the times they mark arrival or completion — is the company's data, which we hold on its behalf. No location is ever captured.
Faces in photographs and video. Nothing in Cerrax recognizes a face or keeps any measurement of one. Where faces are blurred, software finds them only to blur them, and the unblurred original is then deleted.
Feedback and problem reports. If someone at a company reports a problem or sends us feedback from inside Cerrax, we keep it with their name and account so we can look into it and tell them when it is fixed. We may use Anthropic to sort feedback into categories.
Dictation. If you dictate into Cerrax, your browser's own speech-recognition service (Google in Chrome, Apple in Safari) turns your speech into text before it reaches us, under your browser's terms. We receive only the text; you can type instead.
Email delivery records and the audit trail. For each email sent through Cerrax we keep the recipient's address, the subject and whether it was delivered, to investigate delivery problems. We also keep a record of consequential actions in an account and who took them, to keep the service secure and accountable.
4. Cookies
We use only the cookies needed to make the site and service work (for example, keeping you signed in). We don't use advertising or cross-site tracking cookies. Because we don't sell or share personal information or use it for targeted advertising, there is nothing for an opt-out preference signal such as Global Privacy Control to turn off — but if your browser sends one, we treat it as a request to opt out anyway. Because we do not track visitors across sites, a browser's "Do Not Track" signal changes nothing we do, and we do not allow other companies to collect information about your online activity across sites through our pages.
We measure how many people visit these pages using Vercel Web Analytics, which is privacy-preserving by design: it sets no cookie, stores no identifier, and cannot follow you between sites or sessions. It tells us page counts, referring sites and countries — never who you are.
We also keep a few things in your browser so the service works — for example a draft you have not saved yet, or your language. These are strictly necessary and are never used for tracking.
5. Why we use it
- To provide the service — to perform our contract with you: pricing jobs, holding job records, billing and support.
- To improve the pricing engine — using de-identified data only (see section 7); and, to improve how Cerrax recognizes items, keeping a company's descriptions of a job's items and rooms for 30 days with email addresses, phone numbers and ZIP codes removed (see section 3).
- To keep the service secure and meet legal obligations — e.g. detecting misuse, rate limits, blocking attacks, checking that a visitor to the public price check is a person, accounting, and responding to lawful requests.
- To keep a customer's video or photographs to train software — only with the customer's opt-in consent, which they can withdraw at any time (see section 3).
We do not use personal information for any purpose that is incompatible with these.
6. Automated pricing
Cerrax produces a price automatically from the inputs and settings provided. This is a tool for the moving company: the company decides what to charge its customer (see our Terms). Cerrax can price an inquiry as soon as it arrives, but that price is a proposal to the company: the company reviews it and chooses to send it, change it, or not to quote, and a customer is always free to decline a quote. AI in Cerrax only suggests details for a person to confirm; it never sets a price. Cerrax does not profile anyone, and the automated price is not a decision Cerrax makes about a customer that produces a legal or similarly significant effect on them.
7. The learning corpus (important)
Cerrax gets more accurate as it sees real outcomes. When a job is completed, we make a separate de-identified record of it, on the company's instruction: the volume, a distance band, access features, crew, trucks, hours, the price and cost, the month of the move, and an area no finer than the first two digits of a ZIP code. It never holds a name, contact detail, full ZIP code, address, map position, free text, photograph, video, signature, the company's identity, or any reference that links it back to the job. While we still hold the original job it is treated as personal information like the job itself; once the original is deleted, or the customer's information deleted, it can no longer reasonably be linked to a person — it is then de-identified, and we keep it indefinitely. Aggregated insight may inform regional benchmarks; we never expose an individual company's prices or any customer's identity. We commit to keep and use that data only in de-identified form and not to try to re-identify it, and we require anyone we share it with to make the same commitment.
8. Who we share it with
We don't sell personal information, and we don't share it for cross-context behavioral advertising — and we have not done either in the last 12 months. We use a small set of service providers (sub-processors) under contract, currently including: hosting, database and file storage (Google Cloud and Firebase, London region) and account sign-in (Firebase) and geocoding (Google Maps, for distance between addresses). Where a company uses a feature that reads what it is given — the capture bar and narrative capture, photographs of a written list, spreadsheet import, and inquiry emails with no labeled layout (section 3) — those inputs are processed by an AI provider (Anthropic, United States), which does not train on them and deletes them within 30 days. Our website, the Cerrax app and the pages your customers open are run by Vercel, which also provides the cookieless visitor analytics described in section 4. Cloudflare Turnstile checks that a visitor to our public price check is a person, not a bot. Email is delivered — to you, and on your behalf to your customers — by Amazon Web Services (SES and SNS, London region), which also receives the inquiry emails sent to your Cerrax lead address. Payments are taken by Stripe — for your Cerrax subscription and, if you connect your own Stripe account to take deposits or balances, your customer's payment on your account. If you connect your own WhatsApp Business number, the messages you send your customers through it are delivered by Meta (WhatsApp Business). If you connect your own Xero account, the invoice details of the jobs you send to it — your customer's name and address and the amounts — are written into it as draft invoices by Xero. If you connect your own QuickBooks company instead, your customer's name and the amounts are written into it as invoices by Intuit (QuickBooks). We keep this sub-processor list current and reflect only services actually in use, and email account owners at least 30 days before a new provider starts handling their customers' information. We may also disclose information where the law requires it, or to a successor if our business is transferred.
Anthropic is also used to suggest adjustments from the notes on a quote, to write a move-preparation checklist for a customer from the job's ZIP codes, date and notes, and to sort feedback sent to us. It does not train on this data and deletes it within 30 days.
9. Where your information is stored
Your information is held in the United Kingdom, in London, so for a company in the United States it is sent abroad. Some of our service providers process it in the United States — AI processing by Anthropic is the case today. Wherever it is processed, it is protected by the contracts and measures described in this policy and our Data Processing Addendum.
As things stand today: the data behind every Cerrax account is held in London. That is a statement of fact on the date at the top of this page rather than a promise about the future — if you need it in writing for a particular account, or want to know where a specific service processes data, ask us at hello@cerrax.io and we will tell you.
10. How long we keep it
Your account information (where we decide how it is used): for as long as your account is active and for up to six years after it closes, to meet our legal, accounting, and tax obligations — unless the law requires us to keep it longer.
Your customers' information (where we are your service provider): for as long as you keep it with us, and deleted or returned when you ask, as the Data Processing Addendum sets out. Unless you tell us otherwise, job records — a quote, its booking and outcome, the crew's sheets, and any survey or damage photographs attached to them — are kept for six years after the move (or after the quote, if the job did not go ahead), unless a claim or dispute about that job is still open, and then deleted. Photographs have no separate clock: they are kept for as long as the job record they belong to and are deleted with it. A customer's video is deleted 90 days after the job's last date unless the customer has agreed to Cerrax keeping it to train software (section 3) and has not withdrawn that consent.
Unless a company sets different periods: an inquiry that was never priced or sent is deleted 12 months after its last activity; a quote that was sent but never accepted, 24 months after it was sent; a contact record is kept while any job record linked to it is kept, and deleted 12 months after the last one goes (or 12 months after it was made, if it was never linked to a job). A record of a person's consent is kept for as long as their contact record and six years after, so the company can show it; a scrambled record of a request to stop messages is kept indefinitely, so it keeps being honored.
Our own records: waitlist, demo and contact inquiries, 24 months after our last contact with you (or sooner if you ask); sign-in and security logs, 90 days. De-identified records (section 7) are kept indefinitely. You can ask us to delete personal information (section 12); committed pricing records are never silently altered, but personal identifiers within them are removed.
Also: email delivery records, 90 days; security logs, 90 days (a block on an address is kept while it lasts, then 90 days); the audit trail, up to six years after the account closes, with a customer's details removed when that customer is erased; feedback and problem reports, while the account is open and up to six years after it closes; two-step sign-in details, until they are switched off or the login is removed.
11. Marketing and communications
We'll send you service messages needed to run your account. If you ask for a demo or sign up, we may email you about Cerrax; every marketing email says who it is from, carries our postal address, and has an unsubscribe link we honor promptly (CAN-SPAM Act). We do not send marketing text messages or make marketing calls.
12. Your rights
Depending on where you live, state law — California's, Virginia's, Colorado's, Connecticut's, Texas's and others — may give you the right to: know what personal information we hold about you and how we use it, and get a copy in a portable form; correct it; delete it; and opt out of its sale, of sharing for targeted advertising, and of profiling. We do none of the last three. We offer these rights to anyone in the United States who asks, whether or not a law requires it, and we will not treat you differently for using them. You can object to our marketing emails at any time, and we will stop.
To make a request, email hello@cerrax.io. We will confirm we received it within 10 business days and answer within 45 days (we may extend that once, by up to 45 more, and will tell you if we do). We verify a request by matching it to the account or information we hold; you may use an authorized agent, whom we may ask to show your permission. For your customers' information, where we are a service provider, requests should go to the moving company; we help them answer. If we decline a request, you can appeal by replying to our answer; we will respond to the appeal within 45 days and explain the result.
We do not disclose personal information to third parties for their own direct marketing (California Civil Code §1798.83).
13. Children
Cerrax is a tool for businesses and is not directed at children. We don't knowingly collect personal information from children under 13, and we do not sell or share anyone's information, including that of anyone under 16.
14. Complaints
If you're unhappy with how we handle your information, tell us at hello@cerrax.io — we will acknowledge your complaint within 30 days and work to resolve it, including through the appeal described in section 12. If you are still unhappy, you can contact your state attorney general or, in California, the California Privacy Protection Agency (cppa.ca.gov).
15. Security
We protect information with access controls, encryption in transit and at rest via our cloud provider, and audited administrative actions. No system is perfectly secure, but we take reasonable measures appropriate to the information.
If a security breach occurs, we act promptly: where we hold the information for ourselves we notify affected people, and any regulator, as state breach-notification laws require; where we are a service provider we notify the affected moving company without unreasonable delay, and within 48 hours, so it can meet its own obligations.
16. Changes
We may update this policy, and review it at least once a year; we'll post the new version here with a revised effective date, and email account owners about any change that affects them.
17. Contact
Cerrax Ltd, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. hello@cerrax.io.