Privacy policy.

Information we collect

We collect only what we need to answer your request and do the work you hired us for.

• Contact and request details you submit through a form on this site: your name, phone number, email address, ZIP code or service address, the type of service you need, and any description of the problem you choose to include.
• Consent records: whether you checked the required service-text consent box, whether you checked the optional marketing-text box, and the date, time, and page on which you submitted the form.
• Appointment and service history: what we diagnosed, what we repaired or installed, and the invoicing details tied to that work.
• Technical information collected automatically by our website and analytics tools: IP address, browser and device type, pages viewed, and the link or search that referred you.

The quick quote form on our homepage collects a name, phone number, and ZIP code so we can call you back about your request. Submitting that form asks us to contact you about the service you asked for. It is not, by itself, consent to receive marketing text messages.

We do not knowingly collect Social Security numbers, bank account numbers, or similar sensitive identifiers through this website. Where financing is offered, the application is handled by a third-party lender under its own privacy policy and terms.

How we use your information

We use the information above to run our HVAC and refrigeration business, specifically to:

• Respond to quote requests, questions, and emergency service calls.
• Schedule appointments, confirm arrival windows, and send appointment reminders.
• Deliver the service itself: dispatch a technician, order parts, quote the work, and invoice it.
• Follow up after a visit about warranty coverage, maintenance, or a review request.
• Send seasonal maintenance reminders, offers, and promotions, but only if you separately opted in to marketing messages.
• Keep the records our licensing, insurance, warranty, and tax obligations require.
• Understand how visitors use the website so we can make it better.

We do not sell, rent, or trade your personal information.

Service providers

We rely on trusted third-party service providers to operate: a customer relationship management (CRM) and messaging platform that receives your form submission and stores your contact record, an email provider, a website hosting provider, a payment processor, and an analytics provider. These providers process your information only to perform services for us, under contract, and are not permitted to use it for their own marketing.

We may also disclose information when the law requires it, in response to a subpoena or other legal process, or when we reasonably believe disclosure is necessary to protect our rights or someone's safety.

SMS communications and mobile information sharing

By providing your phone number and opting in via our forms, you consent to receive recurring text messages from Polar Express HVAC & Refrigeration for customer service, appointment reminders, and, if separately opted in, marketing and promotional purposes. Message frequency varies. Message and data rates may apply.

Our service request forms use two separate checkboxes. The first is required and covers service messages only: texts about your request, your scheduling, and your appointment updates. The second is optional and is the only way we add you to marketing texts such as seasonal maintenance reminders and promotions. Checking the required box does not opt you in to marketing, and consent to receive text messages is never a condition of purchasing any service from us.

The mobile information we collect and maintain for text messaging is limited to:

• Your mobile phone number.
• Your opt-in status and the record of that consent, including the date, time, form, and page on which it was given.
• Message engagement data, such as whether a message was delivered, whether you replied, and whether you sent STOP or HELP.

No Mobile Information will be shared with third parties or affiliates for marketing or promotional purposes. All other categories of personal information exclude mobile opt-in data and consent, and this information will not be shared with any third parties.

Mobile information is shared only with the messaging platform and the telecommunications carriers strictly necessary to deliver the messages you asked to receive.

You can stop text messages at any time. Reply STOP to any message from us and we will send a single confirmation message and then stop. Reply HELP to any message for assistance, or contact us at (210) 376-0781 or polar.expressac@icloud.com. Opting out of texts does not cancel a scheduled appointment, so please call us if you need to change or cancel service.

To request that we delete your mobile number, your opt-in record, and the message history associated with it, contact us at (210) 376-0781 or polar.expressac@icloud.com and ask for a mobile data deletion. We will confirm once it is done.

Cookies and analytics

This website uses cookies and similar technologies, and it may use a website analytics service such as Google Analytics, to understand how visitors find and use the site: which pages they view, which links they click, and where their visit came from. We read that data in aggregate to improve the site and to see whether our advertising is working. No analytics identifier is tied to the name, phone number, or address you submit through a form.

Where an analytics service is in use, it sets its own cookies and processes that data under its own privacy policy. You can block or delete cookies in your browser settings, and Google publishes a browser add-on that opts you out of Google Analytics. The site still works with cookies disabled, though some conveniences may not.

Most browsers offer a Do Not Track setting. There is no industry-standard way to respond to that signal, so this website does not currently act on it. We do not use cookies to build advertising profiles about you across unrelated websites.

How long we keep information, and how we protect it

We keep customer records for as long as we need them to serve you and to satisfy our legal, warranty, insurance, and tax obligations, then dispose of them. Text messaging consent records are kept for as long as we need to demonstrate that consent was given, plus any period the law requires.

We use reasonable administrative and technical safeguards to protect what we hold, including encrypted transmission of form submissions. No method of transmission or storage is perfectly secure, so we cannot promise absolute security.

Your choices

You can ask us to:

• Tell you what personal information we hold about you, and give you a copy.
• Correct information that is wrong or out of date.
• Delete your information, except records we are legally required to keep.
• Stop marketing messages, by replying STOP to a marketing text or by telling us directly.

Contact us using the details below to exercise any of these. We may need to verify your identity before we act on the request.

Children's privacy

This website is intended for adults. We do not knowingly collect personal information from anyone under 13. If you believe a child has given us information, contact us and we will delete it.

Links to other sites

Our site links to third-party destinations, such as our Google Business Profile and, where offered, a financing partner. We are not responsible for their privacy practices. Review their policies before you give them information.

Changes to this policy

We may update this Privacy Policy. When we do, we will change the effective date at the top of this page. Material changes to how we handle text messaging consent will appear here before they take effect.

Contact us

Polar Express HVAC & Refrigeration, San Antonio, TX. Call or email us at (210) 376-0781 or polar.expressac@icloud.com. Our Terms of Service cover the rest of the agreement between us.