Privacy Policy

Effective Date: February 25, 2026 | Last Updated: February 25, 2026

FloodLine ("we," "us," or "our") is committed to protecting the privacy of our users. This Privacy Policy describes how we collect, use, disclose, and safeguard your personal information when you access or use floodline.org and all related services (collectively, the "Service"). By using the Service, you consent to the data practices described in this policy. If you do not agree with this Privacy Policy, do not use the Service.

1. Information We Collect

1.1 Information You Provide Directly

• Customer Lead Information: Name, email address, phone number, street address, city, state, ZIP code, description of plumbing issue, severity level, and any photos or files you upload.
• Plumber Account Information: Full legal name, business name, email address, phone number, business address, license numbers, insurance documentation, certifications, photos, service descriptions, pricing information, and payment details.
• Account Credentials: Email address and encrypted password hash.
• Payment Information: Credit/debit card details, billing address, and transaction history. Payment card data is processed directly by Stripe, Inc. and is never stored on FloodLine servers.
• Communications: Content of emails, support requests, reviews, and any other communications you send to us or through the Service.
• Quote Tool Submissions: Problem type, severity, property details, and contact information submitted through the AI Instant Quote Tool.

1.2 Information Collected Automatically

• Device Information: IP address, browser type and version, operating system, device type, unique device identifiers, and mobile network information.
• Usage Data: Pages visited, time spent on pages, click patterns, search queries, referring URLs, and navigation paths through the Service.
• Location Data: Approximate geographic location derived from your IP address. We may request precise location data (GPS) for emergency Lead matching, which requires your explicit consent.
• Cookies and Tracking Technologies: Session cookies, persistent cookies, web beacons, pixels, and similar technologies. See Section 7 for details.
• Log Data: Server logs that record requests made to our servers, including timestamps, HTTP methods, response codes, and error messages.

1.3 Information from Third Parties

• Authentication Providers: If you sign in using a third-party service (e.g., Google), we receive your name, email, and profile picture as authorized by that service.
• Public Records: We may verify Plumber licensing status through state licensing board databases and public records.
• Analytics Providers: Aggregated usage data from analytics services we use to understand Service usage patterns.

2. How We Use Your Information

We use the information we collect for the following purposes:

• Lead Matching: To connect Customers with licensed Plumbers in their service area based on location, problem type, and availability.
• Account Management: To create and manage your account, process subscription payments, and communicate account-related information.
• Service Delivery: To operate, maintain, and improve the Service, including generating cost estimates through the Instant Quote Tool.
• Communication: To send transactional emails (Lead notifications, payment receipts, account alerts), respond to support inquiries, and send service updates.
• Marketing: To send promotional communications about FloodLine features, offers, and updates. You may opt out of marketing communications at any time (see Section 9).
• Analytics and Improvement: To analyze usage trends, measure the effectiveness of features, conduct A/B testing, and improve the user experience.
• Fraud Prevention: To detect, investigate, and prevent fraudulent, unauthorized, or illegal activity, including fake reviews, spam Leads, and account abuse.
• Legal Compliance: To comply with applicable laws, regulations, legal processes, and governmental requests.
• Safety: To protect the rights, property, and safety of FloodLine, our Users, and the public.

3. How We Share Your Information

We do not sell your personal information. We share information in the following circumstances:

3.1 With Plumbers (Customer Data)

When you submit a Lead, your name, phone number, email, address, and problem description are shared with one or more Plumbers in your area for the purpose of responding to your service request. This is the core function of the Service and is necessary to fulfill your request.

3.2 Publicly Displayed (Plumber Data)

Plumber profile information — including business name, service area, certifications, photos, reviews, and ratings — is displayed publicly on the Service. Phone numbers and email addresses may be displayed on profiles at the Plumber's discretion.

3.3 Service Providers

We share information with third-party service providers who perform services on our behalf, including:

• Stripe, Inc. — Payment processing. Subject to Stripe's Privacy Policy.
• Supabase, Inc. — Database hosting and authentication infrastructure.
• Vercel, Inc. — Website hosting and content delivery.
• Anthropic, PBC. — AI processing for the Instant Quote Tool. Submissions are processed but not stored by Anthropic for training purposes.

These providers are contractually obligated to use your information only to perform services for FloodLine and to maintain the confidentiality of your data.

3.4 Legal Requirements

We may disclose your information if required by law, subpoena, court order, or governmental regulation, or when we believe in good faith that disclosure is necessary to: (a) comply with a legal obligation; (b) protect and defend the rights or property of FloodLine; (c) prevent or investigate possible wrongdoing; (d) protect the personal safety of Users or the public; or (e) protect against legal liability.

3.5 Business Transfers

In the event of a merger, acquisition, reorganization, bankruptcy, or sale of all or a portion of our assets, your personal information may be transferred as part of that transaction. We will notify you via email and/or a prominent notice on the Service of any change in ownership or use of your personal information.

3.6 With Your Consent

We may share your information for other purposes with your explicit consent.

4. Data Retention

We retain your personal information for as long as your account is active or as needed to provide the Service. Specifically:

• Active Accounts: Data is retained for the duration of the account plus 12 months after account closure to handle disputes, chargebacks, and legal obligations.
• Lead Data: Customer Lead information is retained for 24 months after submission, then anonymized or deleted.
• Payment Records: Transaction records are retained for 7 years as required by tax and financial regulations.
• Usage Logs: Server and analytics logs are retained for 12 months, then aggregated or deleted.
• Reviews: Published reviews are retained indefinitely as part of the public record of the Service, even after account closure. You may request removal by contacting us.

We may retain anonymized, aggregated data indefinitely for analytics and research purposes.

5. Data Security

We implement administrative, technical, and physical safeguards designed to protect your personal information, including:

• Encryption in Transit: All data transmitted between your browser and our servers is encrypted using TLS 1.2 or higher (HTTPS).
• Encryption at Rest: Sensitive data stored in our databases is encrypted using AES-256 encryption.
• Access Controls: Access to personal information is restricted to authorized personnel on a need-to-know basis, protected by multi-factor authentication.
• Payment Security: Payment card data is handled exclusively by Stripe, which is PCI DSS Level 1 certified. FloodLine never receives, processes, or stores full payment card numbers.
• Rate Limiting: API endpoints are protected by rate limiting to prevent abuse and automated attacks.
• Security Headers: Our application implements HSTS, Content Security Policy, and other HTTP security headers to prevent common web vulnerabilities.
• Regular Monitoring: We monitor our systems for security incidents and unauthorized access attempts.

While we strive to protect your personal information, no method of electronic storage or transmission over the Internet is 100% secure. We cannot guarantee absolute security. In the event of a data breach affecting your personal information, we will notify you and applicable authorities as required by law.

6. Children's Privacy

The Service is not directed to individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take steps to delete such information promptly. If you believe a child under 18 has provided us with personal information, please contact us at privacy@floodline.org.

7. Cookies and Tracking Technologies

We use the following types of cookies and tracking technologies:

• Strictly Necessary Cookies: Required for the Service to function, including session management and authentication. Cannot be disabled.
• Performance Cookies: Collect anonymized information about how you use the Service, including pages visited and errors encountered. Used to improve performance.
• Functional Cookies: Remember your preferences and settings (e.g., location, language) to provide a personalized experience.
• Analytics Cookies: Used by third-party analytics services to collect usage data. We use this information in aggregate to understand usage patterns and improve the Service.

Most web browsers allow you to control cookies through their settings. Blocking certain cookies may affect the functionality of the Service. For more information about managing cookies, visit allaboutcookies.org.

8. Third-Party Links and Services

The Service may contain links to third-party websites, services, or applications that are not operated by FloodLine. This Privacy Policy does not apply to third-party services. We are not responsible for the privacy practices of any third party. We encourage you to review the privacy policies of any third-party service before providing personal information.

9. Your Rights and Choices

9.1 Access and Portability

You have the right to request a copy of the personal information we hold about you in a structured, commonly used, and machine-readable format.

9.2 Correction

You have the right to request correction of inaccurate personal information. Plumbers can update most profile information directly through the dashboard.

9.3 Deletion

You have the right to request deletion of your personal information, subject to certain exceptions (e.g., data we are required to retain for legal or regulatory purposes, data necessary to complete a transaction, or data needed to detect fraud). To request deletion, contact privacy@floodline.org.

9.4 Opt-Out of Marketing

You may opt out of marketing emails by clicking the "unsubscribe" link in any marketing email or by contacting us at privacy@floodline.org. Please note that even after opting out of marketing communications, you will continue to receive transactional emails related to your account (Lead notifications, payment receipts, security alerts).

9.5 Do Not Track

Our Service does not currently respond to "Do Not Track" browser signals. We will update this policy if we adopt a Do Not Track standard in the future.

9.6 Non-Discrimination

We will not discriminate against you for exercising any of your privacy rights. We will not deny services, charge different prices, or provide a different quality of service because you exercised your rights.

10. State-Specific Privacy Rights

10.1 Texas Privacy Rights (Texas Data Privacy and Security Act)

Texas residents have the right to: (a) confirm whether we are processing their personal data; (b) access their personal data; (c) correct inaccuracies; (d) delete their personal data; (e) obtain a portable copy of their data; and (f) opt out of the processing of personal data for targeted advertising, sale of personal data, or profiling. To exercise these rights, contact privacy@floodline.org. We will respond within 45 days.

10.2 California Privacy Rights (CCPA/CPRA)

California residents have additional rights under the California Consumer Privacy Act as amended by the California Privacy Rights Act, including: (a) the right to know what personal information we collect, use, and disclose; (b) the right to delete personal information; (c) the right to opt out of the sale or sharing of personal information; (d) the right to correct inaccurate personal information; and (e) the right to limit the use of sensitive personal information. We do not sell personal information. To exercise your California privacy rights, contact privacy@floodline.org or call us. We will verify your identity before processing your request. You may designate an authorized agent to make a request on your behalf.

10.3 Other States

Residents of states with applicable privacy laws (including Virginia, Colorado, Connecticut, Utah, and others) may have similar rights. Contact privacy@floodline.org to exercise any rights available to you under applicable state law.

11. International Users

The Service is operated in the United States and is intended for users located in the United States. If you access the Service from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your jurisdiction. By using the Service, you consent to such transfer, storage, and processing.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of material changes by posting the updated policy on the Service and updating the "Last Updated" date. For registered users, we will also send email notification of material changes at least 15 days before they take effect. Your continued use of the Service after the effective date of the updated policy constitutes your acceptance of the changes.

13. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

FloodLine — Privacy Team
Email: privacy@floodline.org
Website: floodline.org

For data deletion or access requests, please include your full name, the email address associated with your account, and a description of your request. We will respond within 30 days (or sooner if required by applicable law).