This privacy policy describes how James Plumbing & Heating, Inc. (“James Plumbing & Heating,” “Company,” “we,” “our,” or “us”) collects, uses, discloses, and safeguards information when you visit jamesplumbingandheating.com (the “Website”), request plumbing or HVAC service, use the Website chat assistant, or participate in our customer communications programs.
It should be read with our Terms of Use, which include the terms for text, email, and phone programs. If you do not agree with this policy, please do not use the Website or submit personal information.
The Website and programs are intended for users in the United States. If you access them from elsewhere, your information may be transferred to, processed, and stored in the United States.
1. Who we are
James Plumbing & Heating, Inc. is a licensed plumbing, heating, and cooling contractor serving Santa Fe, Los Alamos, Española, and nearby Northern New Mexico communities. The Website is a first-party site operated for that business. It is not a payment portal, patient portal, or consumer account product.
- Customer communications support phone: (505) 414-0430
- Customer communications support email: isaacmtz12364@gmail.com
- Mailing address: 1159 Coriander Rd, Santa Fe, NM 87507-7420
2. Scope
This policy applies to information we collect:
- Through public pages on the Website, including the service-request form and the chat assistant.
- Through our customer communications programs, including SMS/MMS, email, and calls.
- Automatically from browsers and devices that load the Website, including first-party analytics cookies and, when configured, Google Analytics.
It does not apply to information collected only offline (for example, a paper work order) unless we later store that information in the same systems described here. Staff accounts on /admin are employment and operations records, not public visitor accounts.
By using the Website or participating in a program, you agree to this policy.
3. Information you provide
You are not required to provide personal information to browse the Website. If you choose not to provide information we need to respond, we may be unable to schedule service or complete a request.
Service requests
The request form and the chat assistant’s service-request tool collect the details needed to follow up: name, phone number, email address, city, requested service, timing, and a description of the issue. Chat leads may omit email. Do not submit payment card numbers, Social Security numbers, medical records, or other sensitive personal records through the form or chat.
Every channel uses the same intake pipeline. Accepted requests are delivered to the company by email, recorded in a durable lead ledger for the business, and counted as a completed conversion in analytics.
Chat conversations
If you use the Website chat assistant, we collect the messages you send, the assistant’s replies, the page you were on, and a session identifier. Conversations are stored so staff can review and follow up. If you ask the assistant to send a service request, those contact details are handled as a service request.
Calls, email, and other contact
If you call, email, or otherwise contact us, we collect the information you choose to share so we can respond, schedule, and keep a record of the work.
Surveys, feedback, and reviews
After a project or service, we may collect survey responses, Net Promoter Score (NPS) or other ratings, qualitative comments, and whether a review invitation was sent or completed. Participation is voluntary.
4. Information collected automatically
When you visit the Website, we and our service providers may collect device and usage information such as IP address and general location inferred from it, browser and device type, operating system, language, referring and exit pages, pages viewed, approximate timestamps, and diagnostic data used for performance, analytics, and security.
First-party analytics
The Website sets two HTTP-only first-party cookies on public pages: jph_visitor (about one year) and jph_session (about 30 minutes). Those identifiers are stored as one-way hashes. They are used to count page views, estimate unique visitors, identify landing pages, classify general acquisition channels and device categories, and measure completed service-request conversions. They do not build advertising profiles, and admin pages are not included in that dataset. Records are retained for about 400 days.
Google Analytics
When Google Analytics 4 is configured, public-page views and completed service-request events may also be sent to Google. Google may set its own cookies and collect device and usage data as described in Google’s privacy policy. First-party analytics remain a private fallback if the Google reporting connection is unavailable. You can limit Google Analytics in your browser or with Google’s opt-out browser add-on.
Maps and embedded third-party content
The contact page embeds a Google Map. Loading that embed may allow Google to collect information according to Google’s terms. Links to Facebook or other third-party sites are outbound links; those sites have their own practices.
5. Cookies, pixels, and similar technologies
We use cookies and similar technologies (such as pixels, tags, and local storage) to operate the Website, understand how it is used, and support measurement. These technologies may collect IP address, device and browser characteristics, and interactions with the Website.
Examples include:
- First-party analytics cookies described above.
- Analytics tools (for example, Google Analytics) to understand traffic and usage.
- Advertising and conversion measurement tools (for example, Google Ads and Meta Pixel) when we run marketing campaigns.
- Call-tracking tools that show a dynamic phone number so we can attribute calls to a marketing source.
- Chat and messaging tools that support customer communications.
Some of these technologies may be operated by third parties and may collect information across websites over time, subject to those parties’ privacy practices. Staff-only cookies (for example, an admin session cookie) are used to keep authorized employees signed in and are not used to measure public visitors.
You can control certain cookies through your browser settings. If you disable cookies, some features of the Website may not function properly. See Section 11 for additional choices.
6. How we use your information
We use the information we collect to:
- Respond to inquiries, provide estimates, schedule appointments, and coordinate service.
- Send confirmations, reminders, follow-up communications, and customer support.
- Administer post-project survey, NPS, and feedback programs, and invite public reviews at your discretion.
- Operate, maintain, and improve the Website and programs, including troubleshooting, testing, analytics, and security.
- Measure campaign performance and attribute calls and leads, including with your consent where required.
- Protect against fraud, misuse, and security incidents; enforce our policies; and comply with law.
We do not sell personal information. We do not use information collected through the Website or programs to make decisions that produce legal or similarly significant effects solely by automated means (for example, automated denial of services).
7. Communications and text messaging
If you affirmatively opt in using your phone number or email address, you may receive communications from us as described in the Terms of Use and in this section.
SMS / MMS text messages
If you opt in to receive text messages, we may send SMS/MMS messages related to your current or past projects or services; satisfaction surveys and NPS requests; qualitative feedback requests; invitations to leave public reviews; service-related messages; and, where permitted, limited promotional messages related to our services.
Message frequency, charges, and carrier delivery
Consent to receive marketing or promotional messages is not a condition of purchasing services.
- Message frequency may vary based on your interactions with us and the programs you join.
- Message and data rates may apply. You are responsible for charges under your mobile plan.
- Carriers are not liable for delayed or undelivered messages. Delivery also depends on carrier coverage and network conditions.
Opting out or getting help
Reply STOP to any text message to opt out. We may send one confirmation message, after which you will no longer receive text messages from that program unless you opt in again. If you have joined another program, you may need to opt out of that program separately.
Reply HELP to any text message for help, or contact us using the information on this page. You may also contact us directly to ask us to stop sending messages by SMS, email, or phone.
Mobile information
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. We do not sell, rent, or share your mobile phone number, text-message consent information, or opt-out status with third parties or affiliates for their own marketing or promotional purposes. We may share this information only with service providers that deliver or process service requests and customer communications on our behalf, or as required by law.
8. How we share information
We may disclose information collected through the Website and programs in limited circumstances. We do not sell personal information.
Service providers
We share information with vendors that help us operate the Website and run the business, such as website hosting, email delivery, analytics, advertising and measurement, call tracking, survey and review-request platforms, messaging platforms, and the chat assistant runtime. These providers are permitted to use information only to perform services on our behalf and are subject to contractual confidentiality and security obligations. We do not authorize service providers to use personal information for their own independent marketing purposes.
No mobile information, including mobile phone numbers, text-message opt-in data, or consent, is shared with third parties or affiliates for marketing or promotional purposes. Service providers may process this information only to handle service requests and communications on our behalf, or when disclosure is required by law.
Legal, safety, and business transfers
We may disclose information if we believe it is necessary to comply with law, legal process, or a governmental request; enforce our agreements; protect the rights, property, or safety of the Company, our customers, or others; or detect, prevent, or address fraud or security issues. If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets, information may be transferred as part of that transaction, subject to applicable law.
9. Retention
We retain personal information for as long as reasonably necessary to provide services, administer programs, maintain business records, resolve disputes, enforce agreements, and comply with legal obligations. First-party analytics records are kept for about 400 days. When information is no longer needed, we take reasonable steps to delete, deidentify, or securely dispose of it.
10. Security
We use reasonable administrative, technical, and physical safeguards designed to protect information from unauthorized access, use, disclosure, alteration, or destruction. No method of transmission over the Internet or electronic storage is completely secure, so we cannot guarantee absolute security.
Email, text messages, and chat communications may not be encrypted end-to-end and may not be secure. Please do not send sensitive information through these channels. If you believe your interaction with us is no longer secure, contact us immediately using the information in Section 13.
11. Your choices and U.S. privacy rights
Depending on where you live, you may have the right to:
- Confirm whether we collect or process personal information about you and request access to it.
- Request correction of inaccurate personal information.
- Request deletion of personal information, subject to certain legal exceptions.
- Request a copy of personal information in a portable format.
- Opt out of certain uses of personal information, including certain forms of targeted advertising conducted through cookies and similar technologies.
- Appeal a decision regarding your privacy rights request, where required by applicable law.
The availability and scope of these rights may vary by jurisdiction.
To submit a privacy request, contact us using the information in Section 13. We may need to verify your identity before completing your request. Where permitted by law, you may designate an authorized agent to submit a request on your behalf. If your request is denied, you may have the right to appeal by contacting us and stating that you are submitting an appeal.
Cookies, advertising, and browser signals
You can control cookies and similar technologies by:
- Adjusting your browser settings to block or delete cookies.
- Using any cookie preference tools or banners that may be available on the Website.
- Using certain browser signals (such as Global Privacy Control) that communicate your preference to opt out of certain cookie-based uses, where required by applicable law.
Some browsers include a “Do Not Track” (DNT) setting. Because there is no common industry standard for interpreting DNT signals, the Website may not respond to all DNT signals. Honoring Global Privacy Control may be limited by technical constraints and may not apply to cookies necessary to operate the Website. Blocking cookies may affect Website functionality.
We do not sell personal information for money. We may allow certain third-party partners to collect information through cookies and similar technologies for analytics, advertising, and measurement. You can opt out of certain cookie-based advertising through the controls described above.
12. Children
The Website and programs are not directed to children under 18, and we do not knowingly collect personal information from children. If you believe a child has provided personal information through the Website or a program, contact us so we can take appropriate steps to delete it.
13. Contact us
Questions about this policy, privacy requests, or our communications programs can be sent to:
- Customer communications support phone: (505) 414-0430
- Customer communications support email: isaacmtz12364@gmail.com
- Mailing address: 1159 Coriander Rd, Santa Fe, NM 87507-7420
You may also reply HELP to any text message for assistance.
14. Changes
We may update this privacy policy from time to time. When we do, we will revise the “Last updated” date at the top of this page. Your continued use of the Website or participation in any program after changes are posted means you accept the updated policy.