Accessibility Statement

Piper Water LLC is committed to making our website, customer portal, and digital communications accessible to people with disabilities. We believe everyone — including older adults, customers with vision or hearing impairments, customers with motor or cognitive disabilities, and customers using assistive technology — should be able to research water quality concerns, understand their options, request quotes, schedule service, and manage their accounts with us independently and effectively.

This statement describes our commitment, what we are doing to achieve it, the known limitations we are working to address, and how to report a barrier or request assistance.

1. Our Conformance Target

We are working toward conformance with the Web Content Accessibility Guidelines (WCAG) 2.2 at Level AA, published by the World Wide Web Consortium (W3C). WCAG 2.2 is the current internationally recognized standard for web accessibility and reflects what disability advocacy organizations, courts, and regulators look for in good-faith accessibility commitments.

WCAG 2.2 Level AA addresses how content is perceivable (alternatives to non-text content, captions for audio, sufficient color contrast, resizable text), operable (keyboard accessible, sufficient time to read and use, no content that causes seizures, navigable structure), understandable (readable text, predictable behavior, input assistance), and robust (compatible with current and future assistive technologies).

Current status: Our website and customer portal are under active development and refinement. We have designed the underlying platform so that every visual and interactive element is built against an accessibility contract — semantic structure, keyboard navigation, screen-reader compatibility, and motion-preference handling are required by design, not added afterward. We are progressively bringing every page and feature into full WCAG 2.2 Level AA conformance and target substantial conformance by May 2027.

We will update this statement as our conformance status changes, and we welcome feedback that helps us identify and prioritize remediation work.

2. Assistive Technology Compatibility

We design and test our website and customer portal to work with the assistive technologies most commonly used by our customers. We commit to ongoing compatibility testing with the following combinations:

• NVDA (NonVisual Desktop Access) screen reader with the current and one prior major version of Mozilla Firefox on Microsoft Windows.
• JAWS (Job Access With Speech) screen reader with the current and one prior major version of Google Chrome on Microsoft Windows.
• VoiceOver screen reader with the current and one prior major version of Safari on macOS and on iOS (iPhone and iPad).
• TalkBack screen reader with the current and one prior major version of Google Chrome on Android.

Beyond screen readers, we design for compatibility with:

• Keyboard-only navigation, without requiring a mouse or touch input.
• Voice control and speech input through the operating system’s built-in dictation features.
• Browser zoom up to 200% without loss of content or functionality.
• High-contrast and dark-mode browser and operating-system settings.
• Reduced-motion settings for customers who experience discomfort with animation.
• Forms and inputs that support common autofill, password manager, and accessibility helper tools.

If you use assistive technology that is not on this list, please contact us as described in Section 7. We want to know what tools our customers actually use so we can extend our testing accordingly.

3. What We Do to Maintain Accessibility

Accessibility is a continuous practice, not a one-time check. We have built the following practices into how we operate:

• Design and development standards. Every page, feature, and interactive element of our website and customer portal is built against an accessibility specification that requires semantic structure, keyboard operability, visible focus indicators, sufficient color contrast, and screen-reader compatible labels. These requirements are not optional and cannot be turned off.
• Testing. We test new and changed pages against the assistive technology combinations listed in Section 2 before release, and we periodically re-test existing pages as browsers and assistive technologies update.
• Color and typography. Our color palettes are checked against WCAG contrast requirements before they are applied. Our typography is sized and spaced for readability and supports browser-level resizing without breaking layout.
• Forms. Every form field has a clearly associated label, error messages identify the field they refer to and explain how to correct the input, and required fields are marked in a way that does not rely on color alone.
• Communications. Our SMS, MMS, WhatsApp, voice, and email communications are designed to be accessible. We do not rely on images as the only way to convey important information. Our voice calls are made by people during business hours, and customers may request a written follow-up of any information conveyed by phone.
• Documents. Where we provide PDFs and other downloadable documents (quotes, contracts, manuals, warranty documentation), we make a reasonable effort to ensure those documents are accessible. If you receive a document from us that you cannot read with your assistive technology, contact us and we will provide an accessible alternative.
• Training. Staff who create content or operate customer-facing tools are trained on the accessibility practices that apply to their work.

4. Known Limitations

We believe transparency about known limitations is part of an honest accessibility commitment. We are aware of the following limitations and are actively working to address them. This list is updated as we identify and remediate issues.

• Third-party embedded content. Some content on our website is provided by third parties (for example, embedded municipal water quality data, mapping services, or payment processors). We work with our third-party providers to improve the accessibility of embedded content, but we cannot guarantee the accessibility of every third-party element. Where a third-party element creates a barrier, please contact us and we will provide an alternative way to access the information.
• Historical content and documents. Some older content, such as legacy PDFs or scanned documents, may not yet meet our current accessibility standards. We are remediating older content as we identify it and prioritize based on how often it is requested.
• User-generated content. Where customers post reviews or comments (when those features exist), we ask contributors to follow basic accessibility practices, but we cannot guarantee that every piece of user-generated content meets WCAG standards.
• Live video and recently produced video content. Pre-recorded video content is captioned. Live video, if any is offered, may have a delay before captions are available; we provide a written summary or transcript as soon as practical after the event.

If you encounter a barrier that is not on this list, please tell us. We treat customer reports as the most important source of information about where remediation is needed.

5. Getting Help

If any part of our website, customer portal, or communications is not accessible to you, or if you need information in an alternative format, contact us. We will work with you to provide the information or service in a way that meets your needs. There is no cost for accessibility assistance.

You may contact us by:

• Email: accessibility@piperwater.com
• Phone or text: +1 (984) 253-7443
• Mail: 105 Hood Street, Suite 1, Durham, NC 27701

When you contact us, please describe the barrier you encountered (the page you were on, what you were trying to do, what your assistive technology reported or did), and let us know how you prefer to receive a response. We will acknowledge your message within two business days and provide either a resolution or a clear timeline for one within ten business days.

6. Reporting an Accessibility Issue

If you would like to formally report an accessibility issue — separately from requesting help with a specific task — please use the same contact options in Section 5 and identify your message as an accessibility report. We track accessibility reports separately from general customer support so that patterns are visible and remediation can be prioritized.

In your report, please include:

• The web page, customer portal screen, or communication where you encountered the barrier (a URL or screenshot is helpful but not required).
• The assistive technology, browser, and operating system you were using, if applicable.
• What you were trying to do.
• What happened, and what you expected to happen instead.
• Your preferred way for us to respond.

We will respond to accessibility reports within ten business days. If a fix will take longer than ten business days, we will provide an estimated timeline and a workaround where one exists.

You are not required to give your name to file an accessibility report, although providing contact information allows us to follow up with you about resolution.

7. Formal Complaints

If you believe we have not adequately addressed an accessibility concern, you may escalate your complaint. We will work with you in good faith to resolve concerns directly. You also have the right to file a complaint with:

• The US Department of Justice, Civil Rights Division, Disability Rights Section, regarding compliance with the Americans with Disabilities Act.
• Your state Attorney General’s office, regarding state-level civil rights and accessibility laws.
• For European customers, the data protection or accessibility supervisory authority in your jurisdiction, regarding the European Accessibility Act and related national laws.

We prefer to resolve issues directly and will respond constructively to any complaint we receive. Filing a complaint with an external body does not affect your right to continue using our services.

8. Continuous Improvement

We do not consider this statement, or our accessibility practices, to be finished work. Accessibility standards evolve, assistive technologies change, and our customers’ needs vary. We review this statement at least annually, update it as our conformance status changes, and welcome feedback at any time.

If you are an accessibility professional, a disability advocate, or simply a customer who has used the web with assistive technology and has observations about how we could do better, we would like to hear from you. Please contact us using the options in Section 5.

9. Standards and Resources

For reference:

• WCAG 2.2 is published by the W3C Web Accessibility Initiative at https://www.w3.org/WAI/standards-guidelines/wcag/.
• The Americans with Disabilities Act (ADA) is administered in part by the US Department of Justice at https://www.ada.gov.
• The European Accessibility Act (EAA) is administered by national authorities in EU member states. Information is available at https://ec.europa.eu/social/main.jsp?catId=1202.

10. Contact