Privacy Policy

We run our own private website analytics so we can see how people use the site. Each visit is given a random, anonymous session reference that lives only in your browser for that visit. Against that reference we record the pages you view and the order you view them in, how long you spend on a page and in the session overall, how you arrived (referring website and campaign tags in the link, when present), and a broad device and browser category such as “mobile” or “Safari.”

We also record meaningful actions: clicking Call Nora, opening the Nora page, tapping Start Nora, starting a Nora conversation, clicking Request Quote, starting, completing or leaving our website message form, tapping our phone number or email, opening Client Hub, opening a service guide or the example proposal, and spending real time on our Complete, Custom and Priority service pages.

We do not use invasive visitor fingerprinting or session replay, and we do not record keystrokes, form contents, microphone audio, passwords or payment details. We do not try to identify anonymous visitors. If you tell us who you are — by requesting a quote, calling, texting, or talking with Nora — then that information is tied to you because you chose to give it, and we may connect that visit to the resulting request so we can follow up properly.

Our analytics are not used to store payment-card numbers or bank credentials. Payments are handled through our billing and Client Hub systems, not through website analytics. Our website analytics are separate from our Nora conversation records; when you choose to start Nora, the two share only a session reference so we can see the full journey.

Nora is an AI concierge that answers questions and helps start quotes. When you tap “Start Nora,” your conversation is recorded, transcribed, and may be reviewed for service quality and improvement. That notice appears before the conversation begins, and we log the time you started the session along with the session identifier for that conversation.

For voice conversations this includes an audio recording of the conversation — your speech and Nora’s replies — stored privately alongside the transcript. Recordings and transcripts are accessible only to authorized 603 Snow & Ice staff, are retrieved through short-lived authorized links, and are never sold or used for advertising.

We also keep a record of what happened during the conversation: what was asked, what Nora answered, what information you provided for a quote, what account information was looked up, and any errors. Payment card numbers, security codes and passwords are stripped before anything is stored — Nora never needs them.

We keep an internal analytics record of Nora conversations (“Nora Insights”) so we can see which questions come up, how well Nora answered, how quickly she responded, and where she needs improvement. These records are visible only to 603 Snow & Ice staff.

Recordings are retained until a retention period is set by our office, after which older recordings are deleted automatically. You can ask us to delete your recording and transcript at any time by contacting us.

After you have successfully verified who you are with Nora, we automatically remember the browser you were using for up to 180 days so we can recognize you and make getting help simpler next time. We do not ask “remember this device?” — it happens as part of a successful verification, and only then.

This is a first-party, functional cookie. It holds nothing but a random reference that means nothing on its own: no name, no address, no phone number, no account number. It is not advertising, not analytics, and not cross-site tracking — it is never shared with advertisers and cannot be used to follow you to any other website.

When you come back, we greet you by first name only, and we never show a last name, address, phone number, or email on the screen. A remembered browser lets you pick up the conversation and check your own service information. It is not a login: anything consequential — changing your service address or contact details, sending a document somewhere new, anything about invoices, balances or payment, or granting account access — requires fresh verification in that conversation, every time. Payment card details are never stored in or reachable through this.

You are always in control. Choose “Not you?” or “Forget this device” whenever the recognition strip appears — on a shared or public computer, please do — and we revoke the record and remove the cookie. Clearing your browser cookies, using private browsing, or switching devices also ends recognition, and if someone else verifies on the same browser the previous recognition is revoked automatically.

You may voluntarily share your name, phone number, email address, service address, and the services you’re interested in — through a quote form, a phone call or text, or a conversation with Nora. We use that information to answer you, prepare a proposal, and set up or support service.

We also keep records of requests, callback requests, questions, complaints, quote inquiries, and other service communications so we can follow up properly.

Customer accounts, proposals, agreements, service visits, and invoices are managed in our service management and Client Hub system. Information you provide to us may be stored there so we can administer your account, schedule service, and bill correctly.

When you give us a service address, we may look up that address (geocoding) and show a map or street-level view of the property. This helps us talk accurately about your driveway, walkways, and parking areas. We use it only to assist with the service-address conversation for the single address being discussed.

We use the information described above to provide, administer, improve, and support 603 Snow & Ice services — including answering questions, quoting work, scheduling and performing service, billing, and improving how the website and Nora work.

We rely on third-party service providers — for example, hosting, communications, AI, and mapping providers — to operate the website and Nora. These providers may process information when it is necessary to deliver the service on our behalf.

We use reasonable security measures to protect customer information, including restricting internal analytics and customer records to authorized 603 Snow & Ice staff. No system is perfect, but we take the protection of your information seriously.

If you have a question about your information, or you’d like us to correct or remove something, contact us and we’ll help.