Privacy Policy

Clause 01Who we are and what this policy covers

DHL Carpet & Water Damage Restoration is a family owned restoration and cleaning company working across Passaic, Essex, Hudson, Union, Bergen and Morris counties in New Jersey. We restore property after water damage, remediate mold, and clean carpet, area rugs, upholstery and air ducts. We are a service area business. There is no storefront, no street address a customer visits and no drop off point, because every job is done at your home or business.

This policy explains what personal information we collect when you use dhlcarpetrestoration.com, when you call, text or email us, and when we do work at your property. It explains why we collect it, who else sees it, how long we keep it and what you can ask us to do.

Personal information here means information that identifies you or could reasonably be linked to you: your name, your phone number, your email address, the address of the property, and photographs of the inside of it.

Clause 02The short version

• We collect only what we need to answer your request, write the estimate, do the work and get paid.
• We do not sell your personal information, and we do not share it for targeted advertising.
• This site runs no advertising pixels and no retargeting tags.
• Nothing measures your visit until you agree to it. The analytics and session recording categories are switched off when the site loads and stay off unless you turn them on.
• We text you only if you told us we may, and you can stop at any time by replying STOP.
• We take no payment through this site and the site has no user accounts.
• You can ask us at any time what we hold about you, ask us to correct it, or ask us to delete it. We answer those requests whether or not a law compels us to.

Clause 03Information you give us

The estimate form

The estimate form asks for your name, phone number, email address, the street address, town and ZIP code of the property, the services you need, and, if you choose, a note and photographs of the damage or the area. We use that to work out what the job involves, to prepare a written estimate and to reach you about it.

When you send the form it goes to our own site rather than to anyone else's. The submission is checked, then written to our lead database, which runs on Cloudflare D1. Photographs go to a private Cloudflare R2 storage bucket that is not public and is not linked from any page. A notification email is sent to our office, and a confirmation email is sent to you when you gave an email address. Both messages leave through Resend, the service that delivers our outbound mail. When our field service software is connected, the same details are entered there so the visit can be scheduled and invoiced.

Photographs are meant to show us the water, the ceiling, the wall, the carpet or the rug. Please keep people, identification documents, mail and screens out of the frame. If a photograph shows something you did not mean to send, tell us and we will delete it.

The form carries a hidden field that a person cannot see and an automated program fills in. If that field arrives filled, the submission is discarded and nothing is stored.

The form also carries two optional consent boxes about calls and texts. What each one means, and what happens if you leave both empty, is on our SMS and Call Consent page.

The book a visit form

The book a visit form asks for your name, phone number, email address, the street address, town and ZIP code of the property, the services you need, your preferred day and your preferred time window, and, if you choose, a note and photographs. It travels the same path as the estimate form and is stored the same way. A person calls the number you entered to confirm the visit. It carries a required acknowledgement that a technician will call or text that number to confirm the window, and the same optional marketing box as the estimate form.

The chat panel

The chat panel on this site answers common questions from a fixed set of prepared answers, and it can also take a call back request. If you give a name and a phone number in the chat and send it, that request reaches us and is stored in the same lead database as the forms above, with the page you were on. Until you send it, nothing you type in the chat leaves your browser. The chat is not a person and it never claims to be one.

Calls, texts and email

When you call (908) 520-8698 we see your caller ID and we may write down your name, number, address and what happened so that we can quote and schedule. When you email us we keep the thread. When you text us, or agree to receive texts from us, we keep the messages. How we text and the consent we ask for are on our SMS and Call Consent page. We do not record phone calls, and if that ever changes we will tell you at the start of the call and say so on this page first.

Information we gather while doing the job

To do the work we keep a job record: your contact details, the address, what we found, what we did, the readings we took, the equipment we placed, the dates, the price and how it was paid. On a water loss the record is also the documentation you need for an insurance claim, which is why it carries moisture readings and photographs of the affected rooms.

Insurance

When you ask us to, we give you the documentation for the loss: the readings, the photographs, the drying log and the invoice, so you can make your own insurance claim. We do not file, adjust or negotiate your claim, and we do not have access to the rest of your policy or your claim history.

Photographs of your property

We do not publish a photograph of your property anywhere unless you give us permission first. We ask for that separately and in writing, and a text or an email reply counts. No customer photograph is published on this site today. When one is, it carries no name, no address and nothing that identifies the house from the street, and you can withdraw permission at any time. We remove the photograph from anywhere we control within ten business days. We cannot pull back a copy that somebody else has already saved.

Reviews

The reviews quoted on this site were written by real customers on Google. We quote them with the name shown on Google and we do not change the words except to shorten a long review, which we mark. We do not pay for reviews, offer anything in exchange for one, or hide a bad one. If you wrote a Google review and would rather we did not quote it here, tell us and we will take it down.

Clause 04Information collected automatically when you visit

Server and security logs

This site is a static site hosted on Cloudflare Pages. Like every web host, Cloudflare receives your IP address, your browser type, the pages you request and the time of each request in order to serve the pages and to defend the site against attack. We read Cloudflare's summary reports, which show totals and countries rather than individual visitors. Cloudflare's own privacy policy governs what Cloudflare does with its logs.

Our own count of what happens on the site

The site keeps a first party count of a small number of actions: a page view, a tap on the phone number, the moment a form is started, the moment a form is sent, and the chat being opened. Each row records the action, the page, the place on the page, any campaign tags in the address you arrived with, your browser's user agent string, and a shortened one way hash of your IP address mixed with a secret value. The hash cannot be turned back into your IP address and we do not try. This count sets no cookie, stores no identifier in your browser and follows you nowhere. We use it to know how many people asked us for something, which is the one number a small business cannot get from a sampled analytics tool.

The bot check on the forms

When you start a form, the site loads Cloudflare Turnstile from challenges.cloudflare.com. It exists to tell a person from an automated program that is filling the form in bulk. It is not loaded on a page until you start a form, it sets no advertising cookie and it does not follow you across other websites.

Fonts

The typefaces are served from this site. No font is fetched from Google Fonts or from any other font host, so no request for a font leaves this site.

Measurement, only if you ask for it

Two optional measurement categories exist and neither one runs until you turn it on. On your first visit a consent slip appears and the site loads nothing beyond the necessary browser storage described below while it waits for your answer. You can accept everything, refuse everything that is not essential, or open the choices panel and take one category without the other. The cookie settings link in the footer of every page reopens the slip, and our Cookie Policy lists every cookie by name.

The analytics category is Google Analytics 4. Turned on, it tells us in aggregate which pages people read, how they arrived, roughly where they are and what device they use. It is loaded from googletagmanager.com only after you accept that category, and Google Consent Mode is set to denied before you answer and updated only by your answer.

The session recordings category is Microsoft Clarity. Turned on, it records how visitors scroll, click and tap, and can replay a visit as a video like recording. It is loaded from clarity.ms only after you accept that category.

If a measurement id for either tool is not configured, that tool does not load at all, whatever you choose. Turning a category off again stops further collection and clears that tool's cookies from this browser.

We run no advertising or retargeting tag of any kind. The site's content security policy names every outside address a page is permitted to contact, and the only ones on it are the two measurement tools above and the Cloudflare bot check.

Preferences stored in your browser

The site keeps two small things in your own browser. Your consent answer is kept for 12 months, in local storage and in a first party cookie, both named cc-consent, and it records which categories you accepted and when. Your accessibility menu choices are kept in local storage under the name ax until you clear them or reset the menu. Neither is sent to us. Our Cookie Policy names each item.

Clause 05Why we use your information

We use personal information for these purposes and no others:

We do not use your information to make an automated decision about you and we do not profile you.

• To answer your request and prepare a written estimate.
• To schedule the visit, find the property and tell you when a technician is on the way.
• To do the work, document it, and handle any follow up.
• To bill you, and to keep the accounting and tax records the law requires.
• To call and text you about your request and your appointment with your consent, and to send marketing texts only with your separate written consent.
• To run and secure this site and to count how many people it helped.
• To answer a request you make about your own information.
• To comply with the law and to protect our legal rights if there is a dispute about a job.

Clause 06Who we share information with

We share personal information only with the companies that help us run the business, and only what each one needs:

Each of these companies may use the information only to provide its service to us. None of them is allowed to sell it or to use it for its own marketing.

We disclose information when the law requires it, for example in answer to a subpoena, and when we need to in order to protect someone's safety or our legal rights.

If the business is ever sold, customer records would pass to the new owner under this same policy and we would tell you.

We do not sell personal information. We do not share it for targeted advertising. We are not a data broker.

• Cloudflare, which hosts this site, runs the code behind the forms, holds the lead database and the photograph storage, and checks the forms for automated abuse. Once mail forwarding for our domain is switched on, Cloudflare also passes mail addressed to us to the inbox we forward to.
• Resend, which delivers the notification email to our office and the confirmation email to you.
• The email provider that hosts the inbox our forwarded mail reaches, once that forwarding is switched on. We name it here as soon as it is set up.
• Google, which operates Google Analytics 4 if you accepted the analytics category.
• Microsoft, which operates Clarity if you accepted the session recordings category.
• Workiz, the field service software the site is wired to, when that connection is switched on, so that the visit can be scheduled and invoiced.
• The telephone and messaging provider that carries our calls and texts, which needs your number to deliver a message.
• Your insurer, if you ask us to send it the documentation for your loss.
• An accountant or a bookkeeping service, for invoices and tax records.
• A lawyer, an insurer or a court, if a claim or a dispute requires it.

Clause 07How long we keep information

When we no longer need a record we destroy it so that it cannot be read or reconstructed, which is what the New Jersey Identity Theft Prevention Act requires of a business that keeps customer records.

• Estimate requests that do not become a job: up to 24 months from the request, so that we can honor a price we quoted, and then deleted.
• Job records, drying documentation, invoices and payment records: seven years after the job, because federal and New Jersey tax and accounting rules require business records to be kept for several years.
• Photographs attached to a request or taken on the job: with the record they belong to, unless you ask us to delete them sooner and no dispute is open.
• Permission records for a published photograph: for as long as the photograph is published, plus three years.
• Text message consent records and stop requests: at least five years from your last message, so that we can prove consent and honor your opt out.
• Our own first party count of actions on the site: it carries no name and no contact detail, and rows are kept for reporting.
• Google Analytics visitor level data, if you accepted analytics: two months, the shortest period Google offers. Aggregate reports last longer.
• Clarity session recordings, if you accepted them: 30 days, after which Microsoft deletes them. Aggregate heatmaps up to 13 months.
• Email: kept for the same period as the record it belongs to, then deleted.

Clause 08How we protect information

We are a small company and we keep the systems simple. We hold the business email and every account that holds customer information to a strong, unique password and to two step verification wherever the account offers it. The lead database and the photograph storage are private and are reached through our own site code, never from a public address. A phone used for work keeps its photographs in a protected account, and a phone is wiped before it leaves the business. Access is limited to the office and to the people working on your job. Every page and every form is served only over an encrypted connection.

No system is perfectly secure. If we find that personal information in our care has been taken by somebody who should not have it, and misuse of it is reasonably possible, we will notify the people affected as quickly as we can and without unreasonable delay, and we will report the incident to the New Jersey State Police before notifying customers, which is the order New Jersey law sets.

Clause 09Your choices and rights

Whether or not a privacy law requires it, you can ask us to:

To make a request, call (908) 520-8698 or write to privacy@dhlcarpetrestoration.com. We confirm that we received it within two business days and we answer within 45 days. If a request is complicated and we need longer, we tell you why and when to expect the answer. Before we release or delete anything we check that you are the person it belongs to, usually by contacting you at the number or the address already on the record. We do not charge for a request and we do not treat you differently for making one. If we refuse any part of a request we tell you why, and you can ask us to look again by replying to that answer.

• Confirm whether we hold personal information about you and give you a copy of it.
• Correct anything that is wrong or out of date.
• Delete your information, unless we have to keep it, for example a paid invoice we are required to keep for tax purposes or a record needed for an open claim, in which case we will tell you what we are keeping and why.
• Stop calling or texting you.
• Take down a photograph of your property or a quotation from your review.
• Turn analytics or session recording off for your browser, which you can also do yourself from the cookie settings link in the footer.

Clause 10Universal opt out signals

Some browsers send a Global Privacy Control signal asking a website not to sell or share personal data for targeted advertising. We do neither, so there is nothing on this site for that signal to switch off. If that ever changes, we will honor the signal.

Clause 11Children

This site and these services are for adults arranging work on a home or a business. We do not knowingly collect personal information from anyone under 13 and the site is not directed to children. If you believe a child has sent us something, contact us and we will delete it.

Clause 12Links to other sites

This site links to our Google Business Profile and to phone and email apps. Those services have their own privacy policies and we do not control what they collect. This site embeds no social media tracking button.

Clause 13Changes to this policy

When we change this policy we change the last updated date at the top. If a change affects how we use information you have already given us in a way you would not expect, we tell you before it takes effect and, where the law requires it, ask for your consent.

Clause 14How to contact us

Privacy questions and requests go to privacy@dhlcarpetrestoration.com, or call (908) 520-8698. We acknowledge a privacy request within two business days.