Privacy Policy

Effective Date: May 1, 2026  |  Last Updated: May 1, 2026

1. Introduction

Pacific Line Plumbing Co. respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website (pacificlineplumbing.com), request services, interact with us by phone or email, or engage with us through any other means.

This policy applies to all residents of California and complies with the California Consumer Privacy Act of 2018 (CCPA), as amended by the California Privacy Rights Act of 2020 (CPRA). If you are a California resident, please see Section 9: Your California Privacy Rights for additional information about your rights.

By using our website or providing your information to us, you acknowledge that you have read and understood this Privacy Policy.

2. Information We Collect

We collect information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, to a particular consumer or household ("personal information").

2.1 Information You Provide Directly

• Contact Information: Name, email address, phone number, mailing address, service address, ZIP code.
• Service Request Details: Description of plumbing issue, property type, preferred service date/time, emergency status.
• Account & Billing Information: Payment method details (processed securely via third-party payment processors; we do not store full credit card numbers), billing address, invoice history.
• Communications: Any messages, questions, feedback, or reviews you submit through our contact forms.
• Employment Applications: Resume, cover letter, work history, references, and other information you provide when applying for a position.

2.2 Information Collected Automatically

• Device & Usage Data: IP address, browser type, operating system, device type, referring URLs, pages visited, time spent on pages, click patterns, search queries entered on our site.
• Cookies & Similar Technologies: We use cookies, web beacons, and similar tracking technologies to enhance your experience, analyze site usage, and deliver relevant content. See Section 8: Cookies & Tracking Technologies for details.
• Location Data: Approximate geographic location derived from your IP address. We may also collect precise location if you voluntarily enable location services on your device.

2.3 Information from Third Parties

• Review Platforms: Publicly available review data from Google, Yelp, BBB, Angi, and HomeAdvisor when aggregated for display on our site.
• Service Partners: Information shared by financing partners (GreenSky, Synchrony) related to your application status, and by insurance providers when processing claims on your behalf.
• Referral Sources: If you were referred to us by another business or individual, we may receive your name and contact information from that source.

2.4 Sensitive Personal Information

We do not intentionally collect sensitive personal information as defined by CPRA (e.g., Social Security numbers, driver's license numbers, financial account credentials, health information, biometric data). If such information is inadvertently collected, it will be deleted promptly upon discovery unless retention is required by law.

3. How We Use Your Information

We use your personal information for the following business purposes:

• Service Delivery: To schedule appointments, dispatch technicians, provide estimates, perform repairs, process payments.
• Customer Support: To respond to inquiries, resolve issues, send appointment reminders, and follow up on completed service.
• Communication: To send transactional emails (estimates, invoices, receipts), service-related updates, and, with your consent, marketing communications about promotions, maintenance tips, and seasonal offers.
• Website Operations: To maintain, secure, and improve our website; analyze usage patterns; prevent fraud and abuse; and ensure accessibility compliance.
• Legal & Regulatory Compliance: To comply with applicable laws, regulations, legal processes, and governmental requests; to enforce our Terms of Service; and to protect our rights, property, and safety.
• Business Operations: For internal analytics, quality assurance, training, auditing, and business planning.
• Marketing & Advertising: With your consent, to deliver targeted advertising and measure campaign effectiveness. You may opt out at any time (see Section 7).

4. How We Share Your Information

We do not sell your personal information. We may share your information with the following categories of recipients:

4.1 Service Providers

We share information with third-party vendors who perform services on our behalf under written contracts that prohibit them from retaining, using, or disclosing the information for any purpose other than performing the contracted services. Categories include:

• Payment processors (Stripe, Square)
• Financing platforms (GreenSky, Synchrony)
• Email & SMS delivery services (SendGrid, Twilio)
• CRM & scheduling software (ServiceTitan, Jobber)
• Website hosting & analytics (Cloudflare, Plausible Analytics)
• Review management platforms (Birdeye, Podium)
• Permit filing services for LADBS/DSD coordination

4.2 Business Transfers

In connection with a merger, acquisition, reorganization, bankruptcy, or sale of assets, your personal information may be transferred as a business asset. We will notify you before your information becomes subject to a different privacy policy.

4.3 Legal Requirements

We may disclose your information if required to do so by law, regulation, legal process, or governmental request, or to protect the rights, property, or safety of Pacific Line Plumbing Co., our customers, or others.

4.4 With Your Consent

We may share your information for purposes not described above when we have your explicit consent.

5. Data Retention

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, including:

• Marketing contacts: Retained until you unsubscribe or request deletion.
• Website analytics: Aggregated and anonymized after 26 months; raw logs deleted after 90 days.
• Employment applications: Retained for 3 years after the hiring decision, or longer if required by law.
• Consent records: Retained for the duration of consent plus 3 years thereafter to demonstrate compliance.

When retention is no longer necessary, we securely delete or de-identify your personal information.

6. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• TLS encryption for all data transmitted between your browser and our servers
• Encrypted storage of sensitive data at rest
• Role-based access controls limiting employee access to personal information on a need-to-know basis
• Regular security assessments and vulnerability scanning
• Employee training on data handling and privacy obligations
• Secure disposal procedures for physical and electronic records

No method of transmission over the Internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your information.

7. Your Choices

7.1 Marketing Communications

You may opt out of marketing emails at any time by clicking the "Unsubscribe" link in any marketing email, or by contacting us at privacy@pacificlineplumbing.com. Note that even after opting out, you may still receive transactional or service-related communications.

7.2 Cookies & Tracking

Most browsers allow you to block or delete cookies. You may also use browser extensions or privacy tools to limit tracking. Note that disabling cookies may affect website functionality. See Section 8 for more details.

7.3 Do Not Track

Our website does not currently respond to "Do Not Track" signals from browsers, as there is no universally accepted standard for such signals. However, we honor Global Privacy Control (GPC) signals where technically feasible.

8. Cookies & Tracking Technologies

We use the following categories of cookies and similar technologies:

• Strictly Necessary: Essential for website operation (session management, form submissions, security). Cannot be disabled.
• Functional: Remember your preferences (language, region, accessibility settings).
• Analytics: Help us understand how visitors use our site. We use Plausible Analytics, which does not use cookies or collect personal identifiers.
• Marketing: Used to deliver relevant ads and measure campaign performance. Only deployed with your consent.

We do not use cross-context behavioral tracking cookies. Our analytics platform (Plausible) is cookie-less and GDPR/CCPA-compliant by design.

9. Your California Privacy Rights (CCPA/CPRA)

If you are a California resident, you have the following rights regarding your personal information:

9.1 Right to Know

You may request that we disclose the categories and specific pieces of personal information we have collected about you, the sources from which it was collected, the business purposes for collection, and the categories of third parties with whom it was shared.

9.2 Right to Delete

You may request deletion of your personal information, subject to certain exceptions (e.g., information needed to complete a transaction, comply with legal obligations, detect security incidents, or exercise free speech).

9.3 Right to Correct

You may request correction of inaccurate personal information we maintain about you.

9.4 Right to Opt Out of Sale/Sharing

We do not sell or share your personal information for cross-context behavioral advertising. This right is therefore not applicable to our practices, but we affirm this commitment explicitly.

9.5 Right to Limit Use of Sensitive Personal Information

We do not collect or use sensitive personal information for purposes beyond what is necessary to provide our services. This right is therefore not applicable to our current practices.

9.6 Right to Non-Discrimination

We will not discriminate against you for exercising any of your CCPA/CPRA rights. This includes denying goods or services, charging different prices, or providing a different level of quality.

9.7 How to Exercise Your Rights

To submit a verifiable consumer request, you may:

• Email: privacy@pacificlineplumbing.com
• Phone: (310) 555-0134 (ask for the Privacy Team)

We will verify your identity before processing your request. For requests involving sensitive information or deletion, we may require additional verification. We will respond to verifiable consumer requests within 45 days. If additional time is needed, we will inform you of the reason and extension period (up to an additional 45 days).

9.8 Authorized Agents

You may designate an authorized agent to make requests on your behalf. The agent must provide proof of authorization, and we may require you to verify your identity directly or confirm that you provided the agent with permission.

9.9 Financial Incentives

We do not offer financial incentives or price/service differences in exchange for the collection, retention, or sale of personal information.

10. Children's Privacy

Our services are intended for adults. We do not knowingly collect personal information from children under 16. If we learn that we have collected personal information from a child under 16 without parental consent, we will take steps to delete that information promptly. If you believe we have inadvertently collected information from a child, please contact us at privacy@pacificlineplumbing.com.

11. Third-Party Links

Our website may contain links to third-party websites, including review platforms, financing applications, and social media pages. We are not responsible for the privacy practices or content of these external sites. We encourage you to review their privacy policies before providing any personal information.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by updating the "Last Updated" date at the top of this page and, where appropriate, by posting a notice on our website or sending an email notification. Your continued use of our services after any changes constitutes acceptance of the updated policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

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Appendix A: Categories of Personal Information Disclosed for Business Purposes (Prior 12 Months)

Category	Examples	Categories of Recipients
Identifiers	Name, email, phone, address	Service providers, CRM platforms
Commercial Information	Service history, transaction records	Payment processors, accounting software
Internet/Network Activity	Browsing history, search queries	Analytics providers (anonymized)
Geolocation Data	Approximate location from IP	Website hosting provider
Professional/Employment	Resume, work history (applicants)	HR platforms, background check vendors

We have not sold or shared any personal information for cross-context behavioral advertising in the preceding 12 months.