Privacy Policy

What we collect

Nova Plumbing Connect is a telephone referral service. Almost everything we hold comes from a call you chose to make, and it is only what is needed to route that call to a plumber who can help.

From your call

Your name and the phone number you are calling from or ask us to use
The street, town and, where the job requires it, the full address of the property
What you told us about the problem, including anything you said about access, pets, gates or parking
A recording of the call itself (see below)
Whether the job was passed to a contractor, and which one

Automatically, when you visit this site

This site sets no cookies of its own, runs no analytics and carries no advertising or social tracking pixels. Our hosting provider keeps standard server logs, which typically include an IP address, the page requested, a timestamp and a browser user-agent string. Those logs exist to serve the site and defend it against abuse. Web fonts are loaded from Google Fonts, which means your browser makes a request to Google to fetch them.

We do not collect payment information. You pay the contractor directly, not us.

Call recording

Calls to our number are recorded. Recordings are used to confirm what was asked for, to resolve disagreements about what was said, and to train the people who answer the phone. Virginia is a one-party consent state, and this notice, together with the announcement you hear when the call connects, is your notice that recording is taking place.

If you would rather not be recorded, say so to the person who answers. They will tell you what can and cannot be done without a recording.

How we use it

Four things, and nothing else:

To understand your problem well enough to route it to the right contractor
To pass the job, and the details it needs, to that contractor
To follow up on a job, including calling you back about it
To keep our own records, train our staff and comply with the law

We do not use what you tell us to build advertising profiles, and we do not use it to market unrelated products to you.

The contractor who takes your job

This is the point of the service. Your name, your number, the property address and your description of the problem go to the independent plumbing professional assigned to the work, because they cannot do the job without them. Once the job is theirs, that contractor is an independent business handling your information under their own practices, not ours.

Providers who operate the service for us

Our telephone system and our website host process this information on our behalf so that the phone rings and the pages load. They are not permitted to use it for their own purposes.

When the law requires it

We will disclose information if we are legally required to, or where it is necessary to protect someone from harm or to defend our legal rights.

What we never do

We do not sell your personal information. We do not rent or trade call data, and we do not pass your number to unrelated marketers or lead brokers.

How long we keep it

Job records and call recordings are kept only as long as there is a reason to keep them: to handle follow-up and disputes, to meet record-keeping obligations, and to resolve anything outstanding. When there is no longer a reason, they are deleted. If you want your record removed sooner, ask us.

Cookies, analytics and tracking

At the time of writing, this site sets no cookies, uses no analytics product and carries no advertising or remarketing tags. Nothing here follows you around the internet. If that ever changes, this page changes with it before the change goes live.

Your choices

You can ask us, by phone, to do any of the following:

Tell you what we hold about you
Correct something that is wrong
Delete your record and any recording of your calls
Stop calling you
Not pass your details to a contractor, though that means we cannot help with the job

We may need to confirm who you are before acting on a request about a specific record, and we may need to keep information that we are legally required to keep.

Children

This service is for property owners and occupiers arranging plumbing work. It is not directed at children, and we do not knowingly collect information from anyone under 13. If you believe we have, call us and we will delete it.

Security

We take reasonable measures to protect what we hold and limit access to the people who need it to do the work. No system is perfectly secure, and we will not pretend otherwise.

Changes to this policy

If our practices change, this page is updated and the effective date at the top changes with it. Material changes will be reflected here before they take effect.

How to reach us

We run a telephone service, so the phone is how to reach us about this policy as well: (866) 683-0244, 24 hours a day. Say that your call is about privacy and it will be handled as such rather than as a service request.