Privacy Policy

This policy explains how Gray Security Services handles personal information when you use graysecurityservices.com, request a home survey, or use alarms, cameras, locks, and monitoring. It took effect on September 28, 2026. We wrote it in plain language because a camera policy you cannot understand is not a privacy practice.

1. Who we are

Gray Security Services provides home security planning, installation, and monitoring. In this policy, “we” means that service. For privacy questions, email hello@graysecurityservices.com. If you are an active customer, use the contact paths written into your account instructions for alarm events, and use email for privacy requests.

2. Information you give us

When you write to us or complete a form, you may give your name, email address, a subject, and a description of your home. A description might include the kind of building, the number of doors, whether you have pets, whether you rent, and which rooms must stay free of cameras. Please do not send account passwords, full payment card numbers, or copies of identity documents through the website forms. If a quote later needs a payment detail, we will use a method stated in the quote, not an open comment box.

If you subscribe to notes, we keep the name, email address, and the topic you picked. If you unsubscribe, we keep a minimal record that the address asked to leave, so we do not add it again by mistake, and so the form cannot be used to test whether some other person had subscribed.

If you become a customer, we also keep the instructions you write: who may be contacted if an alarm sounds, which sensors exist, which codes are active without storing a code in a careless way, and any note such as “the side door is used by a caregiver at 7.” Those instructions are sensitive because they describe how the household lives. We treat them that way.

3. Information the equipment creates

A home system produces events. A contact says a door opened at a time. A panel says it was armed or disarmed, and which user code slot was used, without us needing to publish the code itself. A leak sensor says it is wet. A smoke or heat sensor says it is in alarm. A camera or doorbell produces a clip or a still when its rule fires. These are not anonymous. They are about a place where specific people live.

We configure cameras so they collect what the survey agreed: usually the porch, the drive, a gate, or an entry. We do not turn on a continuous indoor recording of private rooms. If a device is capable of audio, audio stays off unless you ask for it in writing and the placement is an entry where a doorbell-style greeting makes sense. Bedroom and bathroom audio is not a feature we enable.

The monitoring desk does not watch a wall of live homes for entertainment. A specialist opens an event when a qualifying signal arrives or when you ask for help with a fault. Access is logged. Staff who do not need a clip to do the job do not get a login that can browse clips.

4. Information collected on the website

Forms on this website check that your name, email, and message are complete before they confirm your request. Use them for surveys, quotes, newsletter notes, and unsubscribe requests. Do not type a panel password or a payment card number into a form. Alarm events that are happening now belong on the panel and the instructions in your account, not in a general contact box.

The site may be delivered through ordinary web hosting that keeps short technical logs, such as a browser type and the page requested, so the host can keep the service online and investigate abuse. We do not use those logs to build a marketing profile, and we do not allow the host to sell them as a customer list. We do not run third-party advertising pixels on these pages.

Fonts and the icon font are requested from their providers when your browser loads a page. Those providers receive the technical fact that your browser asked for the file, which is normal for hosted fonts. If you prefer not to make that request, your browser may still show the pages with fallback fonts.

5. How we use information

We use contact details to answer the message you sent, to prepare a survey, to schedule a visit, and to send the quote. We use household descriptions to recommend sensors and to refuse placements that do not belong. We use alarm events to decide whether to follow your call list. We use camera clips to verify an event you or the panel has already flagged, to repair a camera that is pointing at the sky, and to respond to you when you ask what the porch showed. We use email-list details only to send the notes you requested.

We do not sell personal information. We do not rent clip libraries. We do not let a manufacturer mine your events for advertising. A device maker may receive a narrow technical signal so the device can function, such as a check that a sensor is online. That maker is not invited to use the signal to market to your household. Where a maker’s own terms would be broader than this policy, we choose devices and settings that keep the practice inside this policy, or we do not use the device.

6. When we share information

We share information with the people you named in your instructions, because that is the service. We share it with installers and desk specialists who are assigned to your house, only as needed for the visit or the signal. We share it with a service provider who hosts email or stores encrypted clips, under a duty to use it only for us. We share it if the law requires a specific disclosure, and we ask the request to be precise. We do not volunteer a household’s camera history because someone is curious.

If a company acquires the service, the same limits travel with the information, and we will email active customers before the transfer if the law and the circumstances allow a notice. If we must disclose information to prevent a serious and imminent harm that a safety sensor has already indicated, we may contact the people on your safety list and, where your instructions say so, the emergency path you named.

7. How long we keep information

Quote requests and survey notes are kept long enough to do the work and to answer a follow-up, and then deleted or reduced when the request goes cold, unless you become a customer or the law asks us to keep a record of the quote. Active-customer instructions are kept while the plan is active and for a short wind-down after it ends so we can remove equipment and close the account. Event logs are kept for the period in your quote. If the quote is silent, intrusion and arming events are kept for ninety days and then deleted or aggregated so they no longer identify a daily routine.

Camera clips follow the retention setting in the plan, which we show you in the app or in the welcome email. A typical doorbell history is measured in days, not years. You may delete a clip sooner. Safety-alarm records that document a smoke or leak event may be kept longer than a routine door opening, because they explain what the desk did. Newsletter addresses are kept until you unsubscribe, plus a suppression record as described above. Server troubleshooting logs, if the host creates them, are kept only for a short operational window.

8. How we protect information

We limit logins, record access to clips, and expect encryption in transit for app and email paths we control. Panel codes are not printed on survey sheets that leave the house. Installers do not keep a personal copy of your camera password after the visit is closed. No method is perfect. A stolen phone that you left unlocked can expose an app, which is why the app should use the lock on the phone and why shared users should be removed when a relationship ends. Tell us if you believe an account was opened by someone who should not have it, and we will help you rotate access.

9. Your choices

You may ask what information we hold about your household, ask for a correction, or ask us to delete information we do not need for an active plan, a legal duty, or a suppression record. Email hello@graysecurityservices.com with the subject “Privacy” and the email address you used with us. We may need to confirm that the request comes from you, or from an adult who speaks for the household, before we open or delete event history. We will not ask you to send a copy of a government identity document to a general inbox as the first step.

You may refuse optional cameras. You may require that a room stay out of frame. You may remove a shared app user. You may unsubscribe from notes on the unsubscribe page. You may end monitoring as the terms describe, which stops new events from coming to the desk. Local devices you own may still hold clips until you delete them. We will tell you how, in ordinary language.

If you believe we have handled information in a way this policy forbids, email us and describe the event. We would rather repair a real mistake than defend a vague one. If you remain unsatisfied, you may have options under the privacy law that applies to you. This policy does not try to strip those options away.

10. Children

The website and the plans are for adults who can agree to them. We do not knowingly collect a child’s contact details through the forms. A household with children may appear on a porch camera because children live there and use the door. That is a reason to aim the camera at the step, to tell the household the camera exists, and to avoid indoor cameras in private rooms. If you believe a child’s own email address was submitted to a form, tell us and we will delete the newsletter or quote record.

11. Household members who did not fill in the form

Security systems affect everyone who sleeps in the house, not only the person who wrote the email. We ask the account holder to tell other occupants about sensors and cameras before they are mounted, and to avoid secret monitoring. If another adult in the home contacts us and asks what equipment is recording, we will encourage a conversation with the account holder and, where we can do so without exposing a safety plan to a stranger, we will not pretend the equipment is imaginary. We may require proof that the person lives there before we describe sensor placement in detail, because a placement list is itself sensitive.

12. Links and the wider internet

Share buttons open a sharing page on another service so you can tell someone about this website. Those services have their own policies. We do not receive your contacts when you share. If we link to a manufacturer’s manual, that site is not this policy. Read it before you create an extra account there. We would rather you use the Gray app path described in your welcome email than a pile of separate product accounts.

13. Changes to this policy

We will update this page when our practices change, and we will change the date at the top. If you are an active customer and the change is material, such as a longer clip retention or a new category of sharing, we will email you before it applies. Newsletter-only subscribers will see material changes in a note or on this page. The continued use of an active monitoring plan after the notice date means the update applies to the plan. You may end the plan if you disagree, as the terms describe.

14. Contact about privacy

Email hello@graysecurityservices.com with the subject “Privacy.” Tell us the email address on the account and what you want changed or deleted. Please do not include camera clips of other people in the first message if a description will do. We reply by email. Alarm events in progress are not handled as privacy correspondence. Use the panel and the instructions on your account so a person on duty sees the signal.