Privacy Policy
Effective date: October 12, 2026
This Privacy Policy explains how VIA Inc., doing business as VIA Appliance ("VIA Appliance," "we," "us," or "our"), collects, uses, and protects information when you visit viaappliance.com, call or text us, or use our appliance repair services.
1. Information We Collect
Information you give us. When you request service, call, text, email, or fill out a form, we may collect:
- Your name, phone number(s), email address, and service address
- Appliance details such as type, brand, model number, serial number, purchase date, and warranty information
- A description of the problem, plus any photos or documents you send us
- Scheduling preferences and the content of your messages and calls with us
- Payment information for out-of-warranty work. Payments are handled by our payment processor, and we do not store full card numbers.
Phone calls. Calls to VIA Appliance may be answered by our staff, by our answering service partners, or by an automated virtual assistant. Calls may be recorded and transcribed for quality, training, and to accurately capture your service request. You'll be told at the start of the call when it is being recorded.
Information collected automatically. When you visit our website, we and our service providers may collect basic technical information, such as your browser type, device type, IP address, pages viewed, and referring website, through cookies and similar technologies. Our site may include content from third parties, such as Google reviews, YouTube videos, and social media widgets, which may set their own cookies under their own privacy policies.
2. How We Use Your Information
- To schedule, perform, and follow up on repair service
- To process manufacturer warranty and service-contract claims
- To contact you about your appointment, technician arrival, parts status, and repair progress by phone, text, or email
- To respond to your questions and provide customer support
- To process payments and maintain service records
- To improve our services, website, and customer experience
- To comply with legal obligations and protect our rights
3. How We Share Your Information
We do not sell your personal information. We share it only as needed to provide our services:
- Manufacturers, warranty companies, and service-contract administrators: to verify coverage and process warranty claims for your repair
- Service providers working on our behalf: such as scheduling and dispatch software, phone and messaging providers, answering services, parts suppliers, and payment processors. They may use your information only to perform services for us.
- Legal and safety reasons: when required by law, or to protect the rights, property, or safety of VIA Appliance, our customers, or others
- Business transfers: if VIA Appliance is involved in a merger, acquisition, or sale of assets
Mobile information. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are excluded from all of the sharing categories above and will not be shared with any third parties.
4. Text Messaging (SMS) Program
VIA Appliance sends text messages to customers who opt in. Messages relate to your service, including appointment confirmations and reminders, scheduling and rescheduling, technician arrival updates, parts and repair status, and responses to your questions.
- How to opt in: by replying START or YES to our opt-in request, by checking the text-message consent box on our booking form, or by giving verbal consent to our staff.
- Message frequency varies based on your service activity.
- Message and data rates may apply, depending on your mobile plan.
- To opt out, reply STOP at any time. You'll receive one confirmation message and no further texts unless you opt in again.
- For help, reply HELP, call 410-451-4104, or email service@viaappliance.com.
- Consent to receive text messages is not a condition of purchasing any service.
- Mobile carriers are not liable for delayed or undelivered messages.
- We send texts only during reasonable hours, except when you message us first.
5. Data Retention
We keep your information as long as needed to provide service, support warranty claims, maintain business and tax records, and meet legal requirements. Records of your text-message consent and opt-out requests are kept as long as required to show compliance.
6. Data Security
We use reasonable administrative, technical, and physical safeguards to protect your information. No method of transmission or storage is completely secure, so we can't guarantee absolute security.
7. Your Choices and Rights
- You can opt out of text messages at any time by replying STOP.
- You can opt out of marketing emails using the unsubscribe link in any marketing email we send.
- You can control cookies through your browser settings.
- Depending on where you live, you may have the right to request access to, correction of, or deletion of your personal information. To make a request, contact us using the information below. We may need to verify your identity, and some information may need to be kept for warranty, legal, or record-keeping reasons.
8. Children's Privacy
Our services and website are intended for adults. We do not knowingly collect personal information from children under 13. An adult (18+) must be present for all service appointments.
9. Third-Party Links
Our website may link to other sites, such as manufacturer, review, or job application websites. We are not responsible for their privacy practices, so please review their policies.
10. Changes to This Policy
We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new effective date.
11. Contact Us
VIA Inc., d/b/a VIA Appliance
2124 Baldwin Ave
Crofton, MD 21114
Phone: 410-451-4104
Email: service@viaappliance.com