About Local Services data

Your Data in the U.S. and Canada

If you send your contact information (such as name, phone number or email address) to the providers through Local Services, your information is stored by Google for a limited time so that you and the provider can continue to communicate.

Google and its partners (including partner affiliate) may record all calls and text messages between you and Local Services providers and share recordings with each other to detect spam or fraudulent behavior and for quality or research purposes, subject to our privacy policy. In the US, this could include follow-up calls between you and the provider using the Google forwarding numbers that are automatically assigned during your first call.

How your information is used by Google

Google reviews call records routed through Google’s system on a limited basis for the following purposes:

  • To resolve billing disputes
  • To enforce policies that protect consumers and providers against misrepresentation or poor conduct (See examples)
  • To detect spam/fraudulent behavior
  • To resolve Google Guarantee disputes
  • For product improvement
  • To monitor overall customer and provider experience on the platform

In addition, providers may review call recordings in order to track conversations and dispute charges. Google does not monitor or control how providers use the recordings.

Requests to delete your data

You can request to delete your phone number or the record of your call from Google by following these steps:

  1. Contact the support team.
  2. Provide the phone number you used when you contacted Local Services providers.
  3. Verify you’re the owner of the phone number. You will be asked to confirm a one-time code sent to your phone or email by the support team.
After you speak with the support team, we can delete the record of your call.

What deleting data does

Deleting your contact information:

  • Removes the ability of providers to contact you through Local Services
  • Removes your contact information from records related to your Local Services requests
  • Will not affect anonymized or aggregated information related to Local Services requests
For more information about how Google collects and uses data, see Google’s privacy policy.

Deleting data outside of Google

Local Services providers and partner affiliates may independently collect information—such as your phone number, email address, or their own call recordings—under their privacy policy.

Google is not responsible for data stored outside of Google, and cannot guarantee its deletion. You must contact the provider directly for further information about accessing or deleting your data from their systems.

Call data outside the U.S. and Canada

When you click to call a Local Services provider, the call is routed through Google. Google will retain your phone number (if available), the date and time of the call, and the duration of the call, and will pass the same information on to the service provider you selected to contact.

How your information is used by Google

Google retains data from calls routed through Google's systems on a limited basis to confirm that you have contacted the provider via Local Services if you request a Google Guarantee reimbursement. In this case, Google will need to view the details of your call. In addition, Google may also use this call data for the following purposes:

  • To accurately bill our Local Services advertisers
  • To enforce policies that protect consumers and providers against misrepresentation or poor conduct (See examples)
  • To detect spam/fraudulent behavior
  • For product improvement
  • To assess overall customer and provider experience on the platform

If you request a Google Guarantee reimbursement, Google will request your permission to review Google’s call records in order to confirm that you contacted the provider via the Local Services unit.

Requests to delete your data

You can request to delete your phone number and/or other details of your call from Google by following these steps:

  1. Contact the support team.
  2. Provide the phone number you used when you contacted Local Services providers.
  3. Verify you’re the owner of the phone number. You will be asked to confirm a one-time code sent to your phone or email by the support team.

After you speak with the support team, we can delete your phone number and/or other details of your call.

What deleting data does

Deleting your phone number and details of your call:

  • Removes the ability of providers to contact you through Local Services
  • Removes your phone number from records related to your Local Services requests
  • Will not affect anonymized or aggregated information related to Local Services requests

For more information about how Google collects and uses data, see Google’s privacy policy.

Deleting data outside of Google

Local Service providers receive your phone number (if available), date and time of the call, and duration of the call as well.

Google is not responsible for data stored outside of Google, and cannot guarantee its deletion. You must contact the provider directly for further information about accessing or deleting your data from their systems.

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