The Hot Water Heater Pros (“Company,” “we,” “our,” or “us”) operates one or more text messaging, email, and call programs (collectively, the “Programs”) to communicate with
customers and prospects regarding our services. These Programs may include, without limitation:
Service‑related alerts and reminders.
Customer support and scheduling updates.
Post‑project follow‑up communications, including satisfaction surveys, Net Promoter Score (NPS) collection, qualitative feedback about completed work, and invitations to leave public reviews on third‑party platforms.
Where permitted, limited informational or promotional messages related to our services.
By providing your contact information (including your mobile phone number and email address) and opting in to receive messages from us, or by using our Website or services, you agree to these Terms & Conditions and our Privacy Policy (together, the “Terms”). If you do not agree, please do not enroll in any Program or use the Website.
Program / Brand Name(s): “The Hot Water Heater Pros Customer Communications”
Program Description: One‑time and recurring communications by SMS, MMS, phone, and email related to service scheduling and support, post‑project surveys (including NPS), feedback collection, and invitations to leave public reviews, as well as other service‑related and,
where permitted, limited promotional messages.
2. Message Frequency and Charges
Message and data rates may apply.
Message frequency may vary based on your interactions with us and which Programs you join
(for example, number of projects, survey requests, or inbound inquiries).
Your wireless carrier may charge you for text messages according to your mobile plan.
You are responsible for any such charges.
3. Opt‑In and Opt‑Out
You may opt in to receive messages from us by, for example, submitting a form on our Website that
includes consent language, requesting text or email updates, providing your information during a
service interaction, or otherwise agreeing to receive communications.
Opt‑Out Instructions (STOP)
To stop receiving text messages from a Program, reply “STOP” to any message we send you.
After you send “STOP,” we may send you a one‑time confirmation message to confirm that you have
been unsubscribed from that Program. After this, you will no longer receive messages from that
specific Program, but you may still receive messages from other Programs you have joined
(unless and until you opt out of those Programs as well).
Help Instructions (HELP)
If you need assistance with a Program, reply “HELP” to any message or contact us using the
information in Section 6 (Customer Support).
You may also contact us directly using the information in Section 6 to request that we stop
sending messages via SMS, email, or phone.
4. Carrier Disclosures
Carriers are not liable for any delayed or undelivered messages. Availability of a Program and
performance of message delivery may be affected by your carrier’s coverage and network conditions.
5. Post‑Project Survey and Review Requests
After a project or service is completed, we may contact you by phone, SMS/MMS, or email to:
Request that you complete a satisfaction survey.
Collect a Net Promoter Score (NPS) or other rating regarding your experience.
Gather qualitative feedback about the work that was performed.
Ask you to leave a review on public platforms (such as online review or social media sites),
at your discretion.
Your participation in surveys, feedback requests, or public reviews is voluntary. Declining to
participate will not affect your ability to receive services from us.
6. Customer Support and Contact Information
If you have questions about these Terms or any Program, or if you need help, please contact us:
You may also reply HELP to any text message for assistance.
7. Link to Privacy Policy
For more information about how we collect, use, and share your information, including information
collected through the Programs and the Website, please review our Privacy Policy below in
Section 8 (“Privacy Policy”).
8. Privacy Policy
8.1 Scope
This Privacy Policy explains how we collect, use, disclose, and safeguard information when you
visit or interact with our Website
(https://www.thehotwaterheaterpros.com/)
or participate in any of our Programs, including our post‑project survey, feedback, and
review‑request campaigns.
This policy applies to information we collect through the Website, through our Programs (including
SMS/MMS, email, and calls), and through related online interactions. It does not apply to
information collected offline (for example, by phone or in person) unless we specifically state
otherwise.
The Website and Programs are intended for users located in the United States. If you access the
Website or participate in any Program from outside the United States, your information may be
transferred to, processed, and stored in the United States.
By accessing or using the Website or participating in any Program, you agree to this Privacy Policy.
8.2 Information We Collect
We collect information in three primary ways: (a) information you provide to us, (b) information
collected automatically when you browse the Website, and (c) information collected through cookies
and similar technologies used for analytics, advertising, and performance measurement.
8.2.1 Information You Provide Voluntarily
When you submit information through the Website or otherwise interact with us—such as by requesting
service, requesting an estimate, scheduling an appointment, starting a chat, contacting us, or
participating in a Program—we may collect information you choose to provide, including:
Identifiers and contact information (such as name, email address, phone number, and mailing/service address).
Service request and project details (such as service type, project dates, preferred appointment windows, photos or attachments you upload, and notes you provide).
Communications content (such as messages submitted through forms, chat, SMS/MMS, email, or other channels you use to contact us).
Survey responses and feedback, including NPS scores, ratings, qualitative comments about completed work or your experience, and any other information you choose to share in a survey or review request.
Any other information you choose to submit.
8.2.2 Information Collected Automatically
When you visit the Website, we (and our service providers) may automatically collect certain
information about your device and your interaction with the Website, such as:
IP address and general location information (such as city/state inferred from IP address).
Device and browser information (such as browser type, operating system, device type, and language settings).
Usage and event data (such as pages visited, links clicked, scroll activity, time spent on pages, and referring/exit pages).
Approximate timestamps, session identifiers, and diagnostic data used for performance, analytics, and security monitoring.
8.2.3 Cookies, Pixels, SDKs, and Similar Technologies
We use cookies and similar technologies (such as pixels, tags, local storage, and SDKs) to help
the Website function, to understand how the Website is used, and to support advertising and
measurement activities. Examples include:
Analytics tools (for example, Google Analytics) to understand Website traffic and usage.
Advertising and conversion measurement tools (for example, Google Ads and Meta Pixel) to help measure the effectiveness of marketing campaigns and deliver ads.
Call tracking tools (for example, dynamic phone numbers) to attribute calls and leads to marketing sources and improve service.
Chat and messaging tools to support customer communications and improve responsiveness.
8.3 How We Use Your Information
We use the information we collect for legitimate business purposes consistent with operating our
business, maintaining an effective Website, and running our Programs. Depending on how you interact
with us, we may use information to:
Provide and manage services, including responding to inquiries, providing estimates, scheduling appointments, and coordinating project or service delivery.
Communicate with you, including confirmations, reminders, follow‑up communications, and customer support.
Administer post‑project survey, NPS, and feedback Programs.
Request that you leave reviews on public platforms, at your discretion.
Operate, maintain, and improve the Website and Programs.
Conduct marketing and advertising activities with your consent.
Protect against fraud, misuse, and security incidents.
Comply with applicable legal requirements and respond to lawful requests.
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.
8.4 Communications and Text Messaging Privacy
If you provide your phone number or email address, you may receive communications from us as
described in Sections 1–6 and 8.3.
8.4.1 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, and, where permitted, limited promotional messages.
Message frequency may vary. Message and data rates may apply.
You can opt out at any time by replying STOP.
For help, reply HELP or contact us using the information in Section 6.
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.
8.5 Cookies, Interest‑Based Advertising, and Your Choices
You can control cookies through your browser settings. If the Website presents a cookie banner or
preference center, you can use it to manage certain categories of cookies where available.
We may use third‑party analytics and advertising tools (such as Google Analytics, Google Ads, and
Meta Pixel). Where required by applicable law, we will process Global Privacy Control (“GPC”)
signals as a request to opt out of certain processing.
8.6 Sharing and Disclosure of Information
We do not sell personal information. We may disclose information in limited circumstances:
Service Providers: We may share information with vendors that help us operate the Website, run our business, or deliver the Programs. These providers are permitted to use information only to perform services on our behalf.
Legal and Safety: We may disclose information to comply with applicable law, enforce our agreements, or protect rights, property, or safety.
Business Transfers: Information may be transferred as part of a merger, acquisition, or sale of our business or assets.
8.7 Data Security
We use reasonable administrative, technical, and physical safeguards designed to protect information
collected through the Website and Programs from unauthorized access, use, disclosure, alteration, or
destruction. No method of transmission over the Internet is completely secure.
8.8 Links to Other Websites
The Website may contain links to third‑party websites or services. We are not responsible for the
content, privacy practices, or security of third‑party websites.
8.9 Children’s Privacy
The Website and Programs are not directed to children under 18, and we do not knowingly collect
personal information from children.
8.10 Data Retention
We retain personal information for as long as reasonably necessary to fulfill the purposes described
in this policy. When information is no longer needed, we will take reasonable steps to delete,
deidentify, or securely dispose of it.
8.11 Changes to These Terms and This Policy
We may update these Terms & Conditions and this Privacy Policy from time to time. Your continued
use of the Website or participation in any Program after changes are posted means you accept the
updated Terms.
8.12 Privacy Rights and Choices (U.S. Residents)
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.
Appeal a decision regarding your privacy rights request, where required by applicable law.
To submit a privacy request, contact us using the information in
Section 6.
We may need to verify your identity before completing your request.
No Sale of Personal Information: We do not sell personal information for money.
You can opt out of certain cookie‑based advertising through the controls described above.
