What we collect. What we do with it. What we never do.

§ I · What we collect

• From the estimate form or a phone call: name, phone, email, property address, year built, brief description of the symptom or concern.
• On the survey day: the CCTV recording, the surface trace, photographs of the lateral path, BSA tap-card information when accessible.
• On a closed job: the dossier — diagnosis, method, materials, cost, permit, inspector, follow-up. Maintained internally.

§ II · What we do with it

• We use it to do the work, schedule it, permit it through BSA, file the dossier, and contact you for the 12-month follow-up.
• We use anonymized survey data (PACP-coded findings, neighborhood-level frequencies) to update the failure-frequency tables in the Failure Atlas and on neighborhood pages. No individual customer is identifiable in these aggregates.
• We use anonymized dossiers (initials, cross-streets, cost) in the published Casebook only with explicit customer permission, granted in writing on the closeout day.

§ III · What we never do

• Sell your information. Ever. Not to lead-gen vendors, not to insurers, not to home-warranty companies, not to anyone.
• Share your information with anyone except (a) the BSA inspector on the permit, (b) Buffalo Water on a coordinated lead-service replacement, (c) the lab handling your post-replacement water samples, (d) a regulator with lawful subpoena authority. We do not share with our suppliers, our trade-association affiliates, or our equipment vendors.
• Maintain a marketing list. We do not send promotional email; we do not run an email newsletter. The dispatch line and the email address are for inbound contact only.
• Run third-party tracking on this site. There are no Google Analytics, no Meta Pixel, no advertising trackers. We log standard server access logs at the Cloudflare edge for security and operational purposes; those logs include the IP address and the requested URL and are retained for 30 days.

§ IV · How long we hold it

The internal dossier (CCTV recording, written report, cost breakdown, permit closeout) is retained for the longer of 10 years or the duration of the structural warranty (CIPP carries 10 years; HDPE bursts indefinitely on materials, 1 year on workmanship). Customer contact information for closed jobs is retained for the duration of the workmanship warranty (1 year) plus an additional 5 years for warranty-claim history. After that, contact information is purged from the dossier; the technical record is anonymized and retained indefinitely for casebook reference.

§ V · Cookies

This site does not set any cookies. Static HTML, served from the Cloudflare edge. The estimate form posts to an internal endpoint that does not set a session cookie; we use email-based correlation only.

§ VI · Your rights

You can ask us to:

• Tell you what we have on you (we will email you the contents of your customer record within 7 business days).
• Correct anything that's wrong (same response window).
• Delete your customer record entirely. We will, with the caveat that we are obligated to retain the BSA permit closeout — that is on file with the city, not with us, and we cannot remove it from the city's records.

Send any of these requests to dispatch@reuterknapp.example. The contact for privacy questions is Linda Pham; she will route to Marie if a deletion request requires legal review.

§ VII · Children's data

We do not knowingly collect data from anyone under 18. The work we do is residential infrastructure work; the customer is, by definition, an adult property owner.

§ VIII · Changes

If this practice changes materially, we'll update the page, change the "Last revised" date at the top, and post an erratum on the Colophon. We won't email customers about it; we don't have a marketing list.