Effective date: October 1, 2026
This Privacy Policy explains how Top Hat Maintenance Company ("Top Hat," "we," "us," or "our") handles information in:
- the Top Hat Maintenance mobile app for iPhone, iPad, and Android (the "App"), and
- the Top Hat customer portal at client.tophatmaintenance.com (the "Portal").
We call them the "Services." Our website and general company policy is at tophatmaintenance.com/privacy.
Who uses the Services
The Services are not open to the public. Every account is created by Top Hat; nobody can sign up on their own. There are four kinds of accounts, and each sees only what its role needs:
- Customers — contacts at the companies and properties we serve. They see their own company's work orders, service requests, cleaning records, and conversation with our office.
- Field technicians — Top Hat employees who perform maintenance work, using company-managed devices.
- Custodians — Top Hat janitorial employees, who may use their own phone to see their shifts and cleaning checklists.
- Office staff — Top Hat dispatchers and administrators who schedule work and support customers.
Information we collect
Account information
Name, email address, role, and — for customers — the company the account belongs to. Sign-in is handled by Google Firebase Authentication. Office staff may sign in with their Top Hat Google Workspace account. We store a language preference (English or Spanish) on the device.
Customer contact and property information
For customer companies: the people we should contact (name, title, phone, email), which customers can review and update in the Profile screen, and the properties we serve (name and address). Property access details such as gate codes are visible to Top Hat crews only, never to customers.
Work and service records
Work orders and their history: what was requested, scheduled, and completed, by when, with task checklists, notes, status updates, and sign-off signatures. For janitorial service, a record of each cleaning task completed — which task, in which room, at what time, and how it was verified (a checkoff, a scan of a code posted in the room, or a photo). Customers never see prices, costs, or invoices in the Services.
Service requests
When a customer requests work, we collect what they write (a title, details, the property, an optional preferred date and urgency) and any photos they attach. Photos uploaded from the Portal and the Android app are resized and re-saved before upload, which removes embedded location data and other photo metadata.
Photos
Technicians and custodians take photos to document work, to prove a task was done, and to report a problem (for example, a broken fixture). The App opens the camera only when the user chooses to take a photo. Customers can choose photos from their library to attach to a request; the App and Portal do not otherwise browse the photo library.
Messages
Messages between a customer and our office, and between our crews and our office, are stored so both sides can see the whole conversation. Customers and crews cannot message each other directly. Customers may also see automatic updates about a crew's visit.
Location
How location is used depends on the role:
- Field technicians — while on shift only. From "Start the Day" until "End the Day," the App uses the device's location, including in the background, to show dispatch where crews are, to notify a customer automatically when their crew is on the way and when it has arrived, to estimate arrival times, and to recognize arrival at a job site. The device shows that location is in use. Tracking stops when the technician ends the day.
- What customers see of a crew's location. A customer sees a crew's position only for their own job, only while that crew is driving to it, and only in the last several minutes of the trip (about 10 minutes or 15 km away). Before that, they see an estimated arrival time without a position. They never see a crew's route history or where the crew was before or after their job.
- Custodians — one reading at check-in. When a custodian checks in at a building, the App takes a single location reading to confirm they are on site before their checklist unlocks. That reading is saved with the check-in so our office can see the visit started on site. Custodians' locations are not tracked in the background and are never shown to customers.
- Customers. The App and Portal do not collect a customer's location.
Users can change location permission at any time in their device settings. Some features (for example, check-in) will not work without it. Location data is not sold, not shared with advertisers, and not used for advertising or profiling.
Notifications
If a user allows notifications, we store a device push token so we can send job updates, crew arrival updates, messages, requests and approvals, supply alerts, and safety or severe-weather alerts. Notifications can be turned off in device settings.
Technical information
Our service providers process basic technical information — such as device type, app version, IP address, and service logs — to run, secure, and troubleshoot the Services. The App and Portal contain no advertising, no advertising identifiers, and no third-party tracking or marketing software.
How we use information
- Schedule, dispatch, and perform maintenance and janitorial work.
- Show customers their work history, upcoming visits, cleaning records, and crew arrival updates.
- Document completed work, including photos, checklists, and sign-off.
- Confirm that work was performed at the correct site.
- Keep supplies stocked and tell the right party when something runs low.
- Communicate with customers and crews, including safety and severe-weather alerts.
- Translate text our office writes (such as job titles and notes) into Spanish for users who choose Spanish.
- Support billing, payroll, and business recordkeeping.
- Operate, secure, and improve the Services, and comply with the law.
How we share information
We do not sell personal information and do not share it for advertising. We share information only as follows:
- With the customer whose property we serve — records of the work done there: work order status, photos, notes, and sign-off; janitorial task records (what, where, when, and how it was verified); and, briefly, the position of the crew driving to their job, as described above. The Services do not show customers custodians' locations.
- Google (Firebase and Google Cloud) — hosting, database, sign-in, file storage, and notification delivery; Google Maps Platform — maps, address lookup, and driving-time estimates; Google Cloud Translation — translating office-written text when Spanish is selected.
- Apple — map display on Apple devices.
- Esri — map images in the web Portal.
- Intuit QuickBooks — invoicing, accounting, and employee time records, where connected.
- Resend — delivering account emails such as login invitations and password resets.
- Legal and safety — when required by law, or to protect the rights, safety, or property of Top Hat, our customers, our employees, or the public.
These providers process information on our behalf and only to provide their services to us.
How we protect information
Information is encrypted in transit (HTTPS/TLS) and stored on access-controlled Google Cloud infrastructure. Security rules enforce what each role can see: a customer can read only their own company's records, a custodian only the sites they are assigned to, and a technician only the jobs assigned to them. Company devices can be locked with an access code. No system is perfectly secure, but we use reasonable, industry-standard safeguards.
How long we keep information
Work orders, photos, cleaning and service records, and messages are kept as long as needed for our operations, customer obligations, payroll, tax, and legal recordkeeping. Live crew positions shown to customers exist only during a trip and are removed shortly after the crew arrives. When an account is closed, the login is removed; business records created through it are kept as company records.
Your choices and rights
- Customers can delete their own login in the App or Portal: Settings → Delete my account. This removes the login and its notification tokens immediately. Your company's work orders and service history stay with Top Hat as business records, and the office can set up a new login if needed.
- Employees (technicians, custodians, office staff) can request account deletion, or access to or correction of their information, by emailing contact@tophatmaintenance.com. Because these are company accounts, we may need to keep certain records for payroll, legal, and customer obligations.
- Anyone can ask what information we hold about them, or ask us to correct or delete it, at contact@tophatmaintenance.com. We will respond within a reasonable time and as required by applicable law, including the Texas Data Privacy and Security Act where it applies.
- Camera, photo, location, and notification permissions can be changed at any time in device settings.
Children's privacy
The Services are for businesses and their staff. They are not directed to children, and we do not knowingly collect information from children under 13.
Changes to this policy
We may update this policy from time to time. We will change the effective date above when we do, and post material changes on this page.
Contact us
Top Hat Maintenance Company
San Antonio, TX
Email: contact@tophatmaintenance.com
Phone: (210) 421-5731