Privacy Policy

This Privacy Policy explains how Piper Water LLC, doing business as Piper Water Company (“Piper Water Company,” “we,” “our,” or “us”), collects, uses, stores, protects, and shares personal information in connection with our water treatment products and services, our local website, our customer portal, and our customer and employee communications.

Piper Water LLC is an independent water treatment dealership serving an assigned territory. We operate under the Piper Water Company brand as a licensed dealer in the Piper Water network. The network — including the Piper Water Company brand, the operating standards we follow, and the technology platform we use to run our business — is operated by a separate entity (the “Piper Water network operator”). Although we and the network operator share the Piper Water Company brand, Piper Water LLC is a separately owned and operated business; we are responsible for our own customer relationships, our own personnel, our own communications, and the personal information we collect, use, and hold. We are the controller of the personal information described in this policy.

Within our territory, the telephone numbers used to call, text, and otherwise communicate with customers, prospective customers, and personnel under the Piper Water Company brand are registered to Piper Water LLC.

Our website, customer portal, and communications module are hosted on third-party infrastructure (the ESRO Platform). The host provides infrastructure services only and does not have business decision-making authority over Piper Water LLC, our customer or employee communications, or any aspect of how personal information is collected, used, or shared. The host’s role is operational hosting; the host reserves the right to disable our use of the platform’s communications module if Piper Water LLC is found to be in violation of platform policy, applicable regulation, or applicable carrier or telecommunications standards.

By using our website, customer portal, products, or services, or by communicating with us through any channel, you acknowledge this Privacy Policy. If you have questions, please contact us using the information in Section 14.

1. Information We Collect

We collect information necessary to deliver water treatment services to our territory, operate our business, and communicate with you about your account and service. Depending on how you interact with us, this may include:

Customers and Prospective Customers

• Contact information: name, mailing address, service address, email address, and mobile and landline telephone numbers.
• Account credentials managed through our authentication system.
• Property and household information relevant to water treatment, such as water source (municipal or well), property size, household size, plumbing configuration, and existing equipment.
• Water quality information, including results of water tests performed at your property, municipal water reports associated with your address, and concerns you describe (taste, odor, scale, contaminant concerns, health concerns).
• Service history with our dealership, including site assessments, equipment installations, service visits, consumable orders, service contracts, and warranty activity.
• Payment information necessary to process orders and service charges, handled through PCI-compliant payment processors. Piper Water Company does not store full payment card numbers on its own systems.
• Communications you exchange with us, including telephone calls, voicemails, SMS and text messages, WhatsApp messages, email, customer portal messages, and contact form submissions.

Commercial Customers and Purchasing Agents

For customers who interact with us on behalf of a parent organization (such as a facility manager, property manager, or procurement officer), we also collect the name of the parent organization, the customer’s role within that organization, and identifiers needed to associate activity with the correct parent account. Parent organizations receive aggregate visibility across activity initiated by their authorized employees, scoped to the employee’s role within that organization.

Employees, Staff, and Field Personnel

We also collect personal information about our employees, contractors, and field service personnel who work on customer property under the Piper Water Company name. This information is collected and used for employment, scheduling, dispatch, training, compliance, and operational coordination. Employee data is covered by separate employee-facing notices in addition to this policy. The communications provisions in Section 4 of this policy apply to communications with our employees and field personnel during business hours, scheduled work periods, and on-call periods.

Automatically Collected Information

When you visit our website or use our customer portal, we automatically collect log data, IP address, browser type and version, device identifiers, pages visited, time spent on pages, referring website, and other technical information. We also use cookies and similar technologies as described in Section 6.

Age Restriction

Our services are not directed to individuals under the age of 13, and we do not knowingly collect personal information from children under 13. If you believe a child under 13 has provided personal information to us, please contact us at privacy@piperwater.com and we will delete that information promptly.

2. How We Use Your Information

We use your information to:

• Provide water treatment products and services within our assigned territory.
• Respond to inquiries, quote requests, orders, and service requests from customers and prospective customers in our territory.
• Perform site assessments, water tests, equipment installations, and ongoing service.
• Schedule and confirm appointments, deliveries, installations, and service visits.
• Process payments, manage service contracts, and administer warranties.
• Communicate with you about your account, your orders, your service, and your equipment (see Section 4 for the full scope of communications).
• Remind you of upcoming maintenance, consumable replenishment, and service contract renewals when those reminders align with your service contract or your standing preferences.
• Provide customer support, respond to inquiries, and resolve disputes.
• Improve our products, services, and customer experience.
• Comply with legal, regulatory, and contractual obligations, including the operating standards established by the Piper Water network operator that apply to all licensed Piper Water dealers.
• Detect, prevent, and respond to fraud, security incidents, and abuse of our website, portal, and communications channels.

We may use aggregated and de-identified data that does not identify any individual customer to study water quality patterns, equipment performance, and service efficiency within our territory.

3. Legal Basis for Processing

Where applicable law requires a legal basis for processing personal data (including under the EU General Data Protection Regulation and the UK GDPR), we rely on the following:

• Contractual necessity — to deliver the products and services you have requested or contracted for, including installations, service visits, consumable orders, and service contracts.
• Legitimate interests — to operate, secure, and improve our business, to communicate with customers about active services, and to coordinate operations within our territory, in each case where those interests are not overridden by your rights.
• Consent — where we rely on consent (for example, optional marketing communications and certain text message and WhatsApp use cases described in Section 4), you may withdraw consent at any time without affecting the lawfulness of prior processing.
• Legal obligation — to comply with applicable laws, regulations, and lawful requests from authorities.

4. Communications With You — Voice, SMS, MMS, WhatsApp, Email, and Other Channels

This section applies to all communications between Piper Water Company and customers, prospective customers, and other individuals who interact with us. It is written to satisfy the requirements of US carrier Application-to-Person (A2P) 10DLC brand and campaign registration for SMS and MMS messaging, and the same principles are applied consistently across every communication channel we use, including telephone voice calls, voicemail, SMS, MMS, WhatsApp, email, and customer portal messaging.

The A2P 10DLC brand registration and campaign registration with The Campaign Registry (TCR) are held by Piper Water LLC. The phone numbers used to send SMS and MMS messages to our customers are registered to Piper Water LLC.

4.1 Channels We Use

We may communicate with you through one or more of the following channels, depending on the contact information you have provided and the consents you have given:

• Telephone voice calls to landline or mobile numbers you provide.
• Voicemail messages left when you do not answer.
• SMS and MMS text messages to mobile numbers you provide, sent from Piper Water Company phone numbers registered to Piper Water LLC and registered for A2P messaging through US wireless carriers.
• WhatsApp messages to numbers you provide, where you have opted in to WhatsApp communications.
• Email to addresses you provide.
• Customer portal messages delivered inside your authenticated Piper Water Company account.

4.2 Purposes of Customer Communications

Subject to your consent and your indicated channel preferences, we use these channels to communicate with you about:

• Identity and account verification — confirming your identity during account creation, authentication, password recovery, and sensitive account changes.
• Quotes and proposals — confirming receipt of a quote request, delivering proposal details, and following up on outstanding quotes.
• Orders — confirming product orders, including consumable orders such as filters, salt, treatment chemicals, and testing supplies; notifying you of order status changes, shipment, and delivery.
• Requests — confirming receipt of a service request, inquiry, or assessment request; following up with questions needed to fulfill your request.
• Bookings and appointments — confirming scheduled site assessments, installations, service visits, water testing appointments, and follow-up visits; reminding you in advance of an upcoming appointment.
• Reorders — surfacing contextual reminders when a consumable is due for replacement based on your service contract’s maintenance interval, and confirming reorders you place.
• Changes — confirming changes you request to an order, appointment, service contract, or account.
• Cancellations — confirming cancellations you request, and notifying you of cancellations we initiate (for example, weather-related rescheduling).
• Rescheduling — proposing new dates and times when an appointment needs to move, and confirming the new arrangement once you accept it.
• Service and warranty — notifying you of equipment service alerts, warranty actions, recalls, and important service-related information about your equipment.
• Billing and payment — confirming receipt of payment, notifying you of failed payments, and reminding you of upcoming charges under a service contract.
• Customer support — responding to inquiries you initiate through any channel.

These are transactional and service-related communications. They are necessary to deliver the products and services you have requested or contracted for.

4.3 Marketing and Promotional Communications

Separately from the transactional communications above, we may, only with your express prior consent, send you marketing or promotional communications about our products, services, and offers. You may consent to marketing communications by channel — for example, you may consent to marketing emails but decline marketing text messages. You may withdraw marketing consent at any time as described in Section 4.7 without affecting your receipt of transactional communications necessary to deliver an active service.

4.4 Employee and Field Personnel Communications

We also use these channels to communicate with our employees, contractors, and field service personnel about:

• Scheduling, dispatch, and route changes during business hours, scheduled work periods, and on-call periods.
• Operational coordination, including job assignments, customer-site updates, and field communications during active service.
• Internal communications and other work-related activities authorized by Piper Water Company.

Employee and field-personnel communications are conducted under the terms of employment or contractor agreement and the consents collected as part of those arrangements, in addition to this policy.

4.5 Consent and Opt-In

We obtain your express consent to communicate with you through each channel before we begin sending you communications on that channel, with the following structure:

• When you provide a telephone number or mobile number on our website form, account registration page, in-person sign-up, paper form at our office, or any other Piper Water Company collection point, you will see clear opt-in language explaining what kinds of communications you may receive on that number, the channels through which those communications may be sent (voice, SMS/MMS, WhatsApp), the expected message frequency, the statement that message and data rates may apply, and a link to this Privacy Policy and our Terms of Service.
• Opt-in to one channel does not constitute opt-in to other channels. If you provide a mobile number and consent to SMS, you have not by that act consented to WhatsApp messages, and vice versa.
• You may also consent to communications verbally during a telephone call with us; verbal consents are logged with date, time, and the purpose of the consent.
• Consent records — including the language you saw or heard, the date and time, the IP address (for web forms), the originating page or location, and any subsequent changes you make to your preferences — are retained for the duration of our relationship and for the period required by applicable law.

4.6 Message Frequency and Rates

Message frequency varies depending on your activity with us. A customer with an active installation or pending appointment may receive several messages in a short period; a customer between service visits may receive few or no messages for months. Message and data rates may apply to SMS, MMS, and WhatsApp messages, depending on your wireless carrier or messaging provider plan.

4.7 Opt-Out and Help

You may opt out of communications at any time:

• SMS and MMS: reply STOP to any message to stop further SMS and MMS messages from that Piper Water Company number. Reply HELP to receive help information and our support contact details. Opt-out is processed immediately upon receipt of a STOP message and is honored for a retention period that meets or exceeds the longest applicable state requirement.
• WhatsApp: reply STOP to any WhatsApp message, or block our WhatsApp number through your WhatsApp app.
• Voice calls: tell us during a call, or contact us through any channel listed in Section 14, that you wish to stop receiving non-essential voice calls.
• Voicemail: indicated as above for voice calls; we will discontinue non-essential voicemails on the same basis.
• Email: click the “unsubscribe” link in any marketing email, or contact us as described in Section 14. Note that unsubscribing from marketing emails does not stop transactional emails necessary to deliver an active service.
• Customer portal messages: adjust your notification preferences inside your customer portal account.

Opting out of marketing communications does not opt you out of transactional communications necessary to deliver products or services you have requested or contracted for. If you wish to stop transactional communications, you may need to cancel the underlying service or close your account; please contact us through Section 14 to discuss your options.

4.8 No Sharing of Mobile Numbers or SMS Consent for Marketing

Piper Water Company does not share mobile phone numbers or SMS or WhatsApp opt-in consent data with third parties or affiliates for marketing or promotional purposes. Mobile numbers and the associated consent records are used only by Piper Water LLC and by the service providers identified in Section 5 acting on our behalf, for the communications purposes described in this Section 4. All other data categories described in this Privacy Policy exclude SMS and WhatsApp originator opt-in data and consent; this information will not be shared with any third parties for marketing or promotional purposes.

4.9 Recording and Retention of Communications

We may record telephone calls for quality, training, dispute resolution, and compliance purposes, where permitted by applicable law. Where state or local law requires notice or consent for call recording, we will provide such notice or obtain such consent at the start of the call. SMS, MMS, WhatsApp, email, and customer portal messages are logged and retained as described in Section 8.

5. Data Sharing and Service Providers

We do not sell your personal information. We share your information only as described below.

Piper Water Network Operator

As a licensed dealer in the Piper Water network, we are subject to operating standards established by the network operator. The network operator may receive limited information from us as required to administer the network — such as confirmation that our territory is being actively served, aggregate operational metrics, and information necessary to investigate complaints or compliance matters. The network operator does not receive customer-level service histories, customer communications, or marketing-related consent data from us, and the network operator is not authorized to use customer personal information held by Piper Water LLC for its own marketing or promotional purposes.

Service Providers (Data Processors)

We engage trusted third-party vendors to help us operate our business. These processors handle data only on our behalf and under written agreements that restrict their use of your data. Current categories of processors include:

• Hosting and platform infrastructure: the ESRO Platform, which provides hosting infrastructure for our website, customer portal, and communications module. The host has no business decision-making authority over Piper Water LLC and does not use our customer data for its own purposes, but reserves the right to disable our use of the communications module if Piper Water LLC is in violation of platform policy, applicable regulation, or applicable carrier or telecommunications standards.
• Cloud services: Amazon Web Services (AWS) for cloud hosting, data storage, and encryption services.
• Communications service providers: Twilio, our registered A2P 10DLC campaign service provider (CSP), which delivers SMS and MMS messages on our behalf and maintains our brand and campaign registrations with The Campaign Registry (TCR); Twilio’s voice and WhatsApp Business services for telephone and WhatsApp communications; and Resend, our transactional email delivery provider. The telephone numbers used to communicate with you under the Piper Water Company brand are hosted by Twilio and registered to Piper Water LLC.
• Payment processors: PCI-compliant payment processors that handle credit card, bank account, and other payment transactions on our behalf.
• Shipping and logistics providers: carriers that deliver consumable products and equipment to customers.
• Customer support and analytics tools: providers that support our help desk, customer portal, and aggregate analytics.

We may update this list as our service providers change. Any replacement processor will be required to offer equivalent data protection commitments.

Parent Organizations of Commercial Customers

For customers acting on behalf of a parent organization (see Section 1), the parent organization receives aggregate visibility across activity initiated by its authorized employees, scoped to the role each employee holds within that organization. The parent organization does not receive personal information about employees beyond what is necessary for the aggregate visibility, payment, and service-coordination purposes the parent organization has authorized.

Territory Transition

If Piper Water LLC ceases to be a licensed dealer in the Piper Water network, our customer relationships and the associated information may transfer to a successor dealer assigned to serve our territory, or may be retained by us if we continue to serve customers under a different brand. We will notify affected customers in advance where reasonably possible. Any successor dealer receiving customer information will be bound by privacy protections equivalent to those described in this policy.

Legal Requirements and Protection

We may disclose information if required by law, court order, subpoena, or regulatory authority, or to protect the rights, property, or safety of Piper Water Company, our customers, our employees, or others, or to investigate or respond to suspected fraud or abuse.

Business Transfers

If Piper Water LLC is involved in a merger, acquisition, financing, reorganization, sale of assets, or bankruptcy, your information may be transferred as part of that transaction. Any successor entity will be bound by the commitments in this Privacy Policy or will provide notice and the opportunity to object as required by applicable law.

6. Cookies and Tracking Technologies

Our website and customer portal use cookies and similar technologies (such as session tokens and analytics identifiers) to:

• Maintain authenticated sessions for customer portal users.
• Remember your preferences and progress through a quote, assessment, or order.
• Monitor website performance and security.
• Analyze aggregate usage patterns to improve our website and services.

You may configure your browser to refuse cookies. Doing so may affect the functionality of some website and portal features. We do not use cookies for cross-site behavioral advertising tracking.

We use Plausible Analytics, a privacy-friendly analytics service, to understand aggregate site usage. Plausible does not use cookies, does not track individual visitors, and does not share data with third parties. All metrics are anonymous and aggregate.

7. Your Rights and Choices

Depending on your location, you may have the following rights regarding your personal data:

• Access — request a copy of the personal data we hold about you.
• Correction — request correction of inaccurate or incomplete data.
• Deletion — request deletion of your personal data, subject to legal and contractual retention obligations (for example, we may need to retain certain records to honor warranty obligations or comply with tax law).
• Objection and restriction — object to or request restriction of certain processing activities.
• Portability — request a machine-readable copy of data you have provided to us.
• Withdraw consent — where processing is based on consent, withdraw that consent at any time without affecting the lawfulness of prior processing.

To exercise any of these rights, contact us at privacy@piperwater.com or at the address in Section 14. We will respond within the timeframe required by applicable law (generally 30 days). We may need to verify your identity before processing your request.

US State Privacy Rights

If you are a resident of California, Virginia, Colorado, Connecticut, Utah, or another US state with applicable privacy legislation, you may have additional rights, including the right to know what personal information we collect and how it is used, the right to request deletion, the right to correct inaccurate personal information, and the right to opt out of the sale of personal information and certain profiling activities. We do not sell personal information, and we do not share mobile phone numbers or SMS opt-in consent data with third parties for marketing or promotional purposes. To submit a request under applicable US state privacy law, contact us at privacy@piperwater.com. We will not discriminate against you for exercising any of these rights.

Opt-Out of Communications

See Section 4.7 for opt-out instructions across each channel.

8. Data Retention

• Customer account and service records are retained for the duration of your account and for the period necessary to deliver products and services, honor warranties and service contracts, comply with legal obligations, and resolve disputes. Many service contracts and equipment warranties extend five to fifteen years; records associated with active service contracts and equipment under warranty are retained for that duration. After account closure and the expiration of any applicable warranty or service contract, customer records are deleted or anonymized within a reasonable period, subject to legal hold and tax recordkeeping obligations.
• Communications logs (telephone call logs, SMS and MMS logs, WhatsApp logs, email logs, customer portal message logs) are retained as needed for service delivery, dispute resolution, and compliance.
• SMS and WhatsApp opt-in and opt-out consent records are retained for at least the longest period required by applicable state law (including, where applicable, the 10-year retention requirement under Virginia law).
• Call recordings, where made, are retained for a defined period for quality, training, and compliance purposes, then deleted or anonymized.
• De-identified and aggregated data that does not identify any individual may be retained indefinitely for statistical purposes.
• Transactional message logs maintained by our communications service providers are retained in accordance with their data retention policies and applicable telecommunications regulations.

We retain personal data for no longer than necessary for the purposes described in this policy or as required by applicable law.

9. International Data Transfers

Piper Water LLC operates in the United States and serves customers in our assigned territory. Our infrastructure is hosted on Amazon Web Services. If you contact us from outside the United States, your information will be transferred to, stored in, and processed in the United States or other jurisdictions where our service providers operate.

Where required, we rely on appropriate transfer mechanisms — such as Standard Contractual Clauses approved by the European Commission, the UK International Data Transfer Agreement, or other applicable data transfer frameworks — to ensure that personal data transferred outside the EEA or UK receives an adequate level of protection. Our service providers maintain their own GDPR-compliant data processing terms and participate in applicable data transfer frameworks.

10. Security

We implement technical and organizational measures to protect your personal data against unauthorized access, disclosure, alteration, and destruction. These measures include:

• Encryption of data in transit via TLS/HTTPS.
• Encryption of data at rest using AES-256 encryption for stored data, including database contents, file storage, and backups.
• Encryption key management through dedicated key management services with automatic key rotation.
• Access controls limiting data access to authorized Piper Water Company personnel.
• Hosting on AWS, which maintains SOC 2 and ISO 27001 certifications.
• Data isolation that prevents other dealers in the Piper Water network from accessing our customer data, and prevents us from accessing theirs.
• Regular review of our security practices.

No system is completely secure. If you believe your data has been compromised, please contact us immediately at privacy@piperwater.com.

11. Children’s Privacy

Our services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. Account administrators and parent organizations are responsible for ensuring that authorized account users meet this age requirement. If you believe a child under 13 has provided personal information through our website, customer portal, or any communication channel, please contact us at privacy@piperwater.com and we will take prompt steps to delete that information.

12. Our Position in the Piper Water Network

Piper Water LLC is one of many independent dealerships operating under the Piper Water Company brand. Each dealership in the network is a separately owned and operated business, with its own legal name, its own ownership, its own customers, its own employees, its own communications, and its own privacy practices. The shared “Piper Water Company” brand identifies the network and its operating standards, not a single legal entity. This Privacy Policy applies only to Piper Water LLC and the customers we serve in our territory. Other Piper Water dealerships — whether they also operate under a legal name that includes “Piper Water” or under an entirely different legal name — publish their own privacy notices applicable to their own customers. If you have a relationship with a Piper Water dealership other than ours, please consult that dealership’s privacy policy directly.

13. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or service offerings. When we make material changes, we will:

• Update the “Last Updated” date at the top of this policy.
• Notify active customers and account users by email and, where appropriate, by other communication channels you have opted into.
• Post a prominent notice on our website and customer portal.

We encourage you to review this policy periodically. Continued use of our website, customer portal, products, or services following notice of changes constitutes acceptance of the updated policy.

14. Contact

For questions, requests, or complaints regarding this Privacy Policy, our data practices, or your communications preferences, contact us:

EU or UK individuals with complaints regarding our handling of personal data may also have the right to lodge a complaint with their local data protection supervisory authority.