What we collect, why, and how long we keep it

Who we are

Norwalk Plumbing Care ("we", "us") is a plumbing referral and dispatch service based in Norwalk, California. We connect homeowners and businesses with licensed independent plumbing professionals. We are the data controller for information you give us on the phone, by email, or through this website.

What we collect

• Contact details. Name, phone number, email address if you provide one.
• Job details. Service address, the symptom you describe, access notes, and any history you tell us about the property.
• Call records. Date, time and duration of calls. Calls may be recorded for quality and dispute resolution. If a call is being recorded you are told at the start and may ask us to stop.
• Site analytics. Pages viewed, referring page, approximate city-level location, device and browser type. Collected in aggregate, not used to identify you.

We do not ask for and do not want payment card numbers, bank details, or government identifiers. Payment is arranged directly between you and the plumbing professional who performs the work.

Why we use it

• To triage your job and get a suitable plumber to your address
• To follow up on the visit, arrange a return visit, or resolve a complaint
• To keep records of the jobs we have arranged and the feedback homeowners give us on each plumber
• To understand which services and areas the site is used for, so we can improve it

Who we share it with

We share your name, phone number, service address and job description with the plumbing professional assigned to your job, and with no one else for marketing purposes. That plumber is a separate business and handles your information under their own policy once the job is passed to them.

We also use service providers for telephony, email and website analytics, who process data only on our instructions. We disclose information to authorities where the law requires it. We do not sell personal information, and we do not share it for cross-context behavioural advertising.

How long we keep it

Job and contact records are kept for three years after the last contact, so that warranty and dispute questions can be answered. Call recordings, where made, are kept for 12 months. Aggregated analytics are kept indefinitely in a form that does not identify you.

Cookies

This site uses only what it needs to function, plus first-party analytics. There are no advertising cookies and no cross-site trackers. You can block cookies in your browser without losing access to any part of the site.

Your rights in California

Under the California Consumer Privacy Act, as amended, you may request access to the personal information we hold about you, request a copy of it, request correction, or request deletion. You may also ask us to confirm that we have not sold or shared your information, which we have not. We will not discriminate against you for exercising any of these rights.

To make a request, call (562) 358-3351 and say you are making a privacy request. We verify requests by matching the details against a job record, and we respond within 45 days.

Text messages

If you give us your mobile number we may text you about the job in progress, for example a technician arrival window. We do not send marketing texts. Reply STOP to opt out of job messages at any time.

Children

This site is not directed at children under 13 and we do not knowingly collect their information.

Changes and contact

If this policy changes we update the date at the top of the page. For anything on this page, call (562) 358-3351. See also our Terms of Service.