Privacy Policy
TWM Water Restoration ("TWM," "we," "us," or "our") respects your privacy and is committed to protecting it through compliance with this Privacy Policy. This Policy describes the types of information we may collect from you or that you may provide when you visit the website twmrestore.com (our "Site") or otherwise interact with us, including by phone, text message, email, or in person — and our practices for collecting, using, maintaining, protecting, and disclosing that information.
By accessing or using our Site, services, or communications channels, you agree to this Privacy Policy. If you do not agree, please do not use our Site or services.
Contents
1. Information we collect
Information you provide directly
When you request a quote, schedule service, submit a contact form, request emergency dispatch, or otherwise communicate with us, we may collect:
- Name, phone number, email address, and physical address;
- Property information (location of damage, type of loss, photos you share);
- Insurance carrier information (carrier name, claim number, adjuster contact);
- Payment information (processed by third-party payment processors — we do not store full card numbers);
- Any other information you choose to share when you contact us.
Information collected automatically
When you visit our Site, we and our analytics and advertising partners may automatically collect:
- IP address, device type, browser, operating system, screen resolution;
- Pages viewed, time on page, click paths, referring URL;
- Approximate geographic location based on IP;
- Cookies and similar tracking identifiers (see Section 3).
2. How we use your information
We use the information we collect to:
- Provide, schedule, dispatch, perform, and document restoration services;
- Communicate with you about service status, dispatch ETA, job progress, invoicing, and follow-up;
- Coordinate insurance documentation, claims, and direct billing with your carrier;
- Send appointment confirmations, reminders, and dispatch updates;
- Send marketing communications about our services, where you have consented;
- Improve our Site, our services, and our customer experience;
- Measure the effectiveness of our advertising on platforms like Meta (Facebook and Instagram) and Google;
- Comply with legal obligations and enforce our Terms of Service.
3. Cookies, pixels, and tracking technologies
We use cookies, web beacons, server logs, and similar tracking technologies to collect Site usage information and to support our advertising.
Meta Pixel (Facebook and Instagram)
Our Site uses the Meta Pixel, a tracking technology operated by Meta Platforms, Inc., to measure the effectiveness of advertisements we run on Facebook, Instagram, and other Meta-owned properties. The Meta Pixel collects information about your interaction with our Site (pages viewed, forms submitted, conversion events) and shares it with Meta. Meta may match this information to your Meta account to attribute ad performance and to serve you advertisements on its platforms. You can manage your Meta ad preferences and learn more at facebook.com/about/privacy/.
Google Analytics and Google Ads
We use Google Analytics to understand how visitors use our Site and Google Ads to measure ad performance. Google may use cookies to collect information about your visits. You can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.
Other tracking
We may also use call tracking (to record the source of inbound calls), form analytics, and standard server logs. Your browser settings allow you to refuse cookies or alert you when cookies are being sent — note that some features of our Site may not function properly without cookies.
4. How we share information
We share information only as described below:
- Service providers and subcontractors: We share information with companies that help us deliver our services (dispatch software, scheduling, invoicing, payment processing, IT, cloud hosting, and approved restoration subcontractors).
- Insurance carriers and adjusters: With your consent or at your direction, we share project documentation, photos, scope of work, and invoices with your insurance carrier and the assigned adjuster to facilitate direct billing.
- Advertising and analytics partners: We share Site usage and conversion data with platforms including Meta and Google to measure and optimize our advertising. These platforms do not receive your full personal information; they receive event data linked to identifiers like email hashes or pixel IDs.
- Legal and safety: We may disclose information if required by law, subpoena, or court order, or to protect the rights, property, or safety of TWM, our customers, or others.
- Business transfers: If TWM is acquired, merged, or sells assets, customer information may be transferred as part of that transaction.
Mobile information sharing — important: No mobile information (phone numbers collected through SMS opt-in, call tracking, or text consent) will be shared with third parties or affiliates for their own marketing or promotional purposes. Mobile information sharing is limited to internal use and to subcontractors needed to deliver the service you requested (for example, an SMS dispatch platform). Text messaging originator opt-in data and consent records are not shared with any third party for marketing.
5. SMS and call communications
Consent and opt-in
By providing your phone number to TWM — through a form on our Site, by calling us, by texting us, or in person — you agree that we may contact you at that number for purposes related to your inquiry or service request. This includes:
- Transactional messages: Appointment confirmations, dispatch updates, ETA notifications, job-status updates, invoice notifications, and other messages tied to active service.
- Follow-up messages: Post-job satisfaction check-ins, warranty reminders, and review requests.
- Marketing messages (with prior express written consent): Promotional offers, seasonal reminders, and educational content. We only send marketing messages to numbers that have specifically opted in via a clearly disclosed checkbox or other affirmative consent mechanism. Marketing messages are sent separately and you may opt out of them at any time without losing transactional service messages.
Message frequency, rates, and STOP/HELP
Message frequency varies based on your service activity and your marketing opt-in status. Message and data rates may apply from your wireless carrier. To stop receiving messages at any time, reply STOP to any text message. For help, reply HELP. You may also contact us at the email or phone number listed at the bottom of this Policy.
Recording of calls
Calls to and from TWM may be monitored or recorded for quality assurance, training, dispatch verification, and documentation purposes. By continuing the call after our greeting or this disclosure, you consent to such recording. If you do not consent to recording, please notify the representative and we will note your preference.
TCPA compliance
TWM complies with the Telephone Consumer Protection Act ("TCPA") and similar state laws. We do not send autodialed or pre-recorded marketing calls or texts without your prior express written consent. Service-related (transactional) communications are sent based on the consent you provide when you engage us for service.
6. Your privacy rights
You have the right to:
- Request access to the personal information we hold about you;
- Request correction of inaccurate information;
- Request deletion of your information, subject to our legitimate business or legal retention needs;
- Opt out of marketing emails (use the unsubscribe link in any marketing email) or marketing texts (reply STOP);
- Opt out of certain ad-targeting features on Meta, Google, and other ad platforms through those platforms' settings.
To exercise these rights, contact us using the information in Section 12. We may need to verify your identity before responding.
7. California privacy rights
If you are a California resident, you have additional rights under the California Consumer Privacy Act ("CCPA") and the California Privacy Rights Act ("CPRA"), including the right to know what personal information we collect, the right to delete personal information, the right to correct inaccurate information, the right to opt out of the sale or sharing of personal information, and the right to non-discrimination for exercising your rights. To exercise these rights, contact us using the information in Section 12 and identify yourself as a California resident.
TWM does not sell personal information in the traditional sense. However, our use of advertising cookies and pixels (including the Meta Pixel and Google Ads conversion tags) may be considered "sharing" under California law. You may opt out of this sharing by adjusting your browser cookie settings or by using the opt-out mechanisms provided by Meta and Google.
8. Children's privacy
Our Site and services are not directed to children under the age of 13. We do not knowingly collect personal information from children under 13. If we learn that we have collected information from a child under 13, we will delete it. If you believe we may have collected information from a child under 13, please contact us.
9. Data security
We maintain reasonable administrative, technical, and physical safeguards designed to protect your information from unauthorized access, disclosure, alteration, and destruction. However, no method of transmission over the internet or electronic storage is 100% secure, and we cannot guarantee absolute security.
10. Data retention
We retain personal information for as long as needed to provide our services, comply with legal and tax obligations, resolve disputes, and enforce our agreements. Insurance documentation and project records are typically retained for at least seven (7) years to support warranty, claim, and tax obligations. After the applicable retention period, we securely delete or anonymize the information.
11. Changes to this Privacy Policy
We may update this Privacy Policy from time to time. When we do, we will update the "Last updated" date at the top of this page. If we make material changes, we will provide additional notice (for example, by email or a Site banner). Your continued use of our Site or services after a change becomes effective constitutes acceptance of the updated Policy.