Privacy policy
What this website collects, why, where it goes and how long it stays there — written to be read, not to be skipped.
Ask a real person. Email [email protected] or call 604-865-7979. We answer privacy requests within 30 days.
This website is run by Panther Plumbing & Heating Ltd, a plumbing, heating and gas company working across Metro Vancouver from a base in Vancouver, BC. We are a mobile service business — our vans come to you — so we do not publish a street address. You can reach us by email at [email protected] or by phone on 604-865-7979.
This policy covers this website and the enquiries it generates: what the site collects, where that information goes, how long it stays there, and what you can ask us to do about it. It does not try to describe every record a plumbing company keeps — your written quote, your invoice and the notes from a job on your property are handled by us directly, and if you want to know what we hold about a job you can simply ask.
We are covered by two privacy laws: Canada’s Personal Information Protection and Electronic Documents Act, and British Columbia’s Personal Information Protection Act.
There is one form on this website, and everything else on this list happens automatically. We have not written a general description here — this is the actual list.
- When you send us the contact form
The form asks for your name, phone number, email address, the address of the property, the service you need and your message. All of those are required. It also has an optional “property type” field, and a tick-box that reads “I agree to be contacted about my enquiry and accept the privacy policy.” You cannot send the form without ticking it.
Two things travel with it that you do not type: which page you were on when you submitted, and which language you were reading in. There is also a hidden field that is always left empty — if it comes back filled in, we know the sender was a robot and we discard the message.
- When you visit any page
Our web server writes an ordinary access log. Each line holds the IP address the request came from, the time, the page requested, the page you came from if there was one, and the browser identification string your browser sends. This happens whether or not you accept cookies, because it is how the server works, and we keep those logs for fourteen days.
- If you accept analytics
Only then do we load Google Analytics, and only then does it record anything. It counts page views, and it records two specific actions: tapping a phone number on the site, and successfully sending the contact form. For a phone tap it stores the number that was tapped and the path of the page you were on; for a form it stores which form and the path of the page. It never records the part of a web address after a question mark, so anything a link may have carried in its query string does not reach Google.
- When you call or email us
We get whatever you choose to tell us, and we keep it so we can help you. The website itself does not place, route or record telephone calls — tapping a number here simply hands it to your own phone.
- What we store in your browser
A small number of first-party items that remember your own settings — which language you are reading in, which currency prices are shown in, and your answer to the cookie question. They are listed one by one in the cookie policy.
Three reasons, and no others.
To answer you. If you send the contact form, you have given us your details so that we can reply, quote the work and arrange a time. That is the whole purpose, and it is what you agreed to when you ticked the box.
To keep the site running and secure. Access logs are what let us see that the site is up, find out why a page broke, and recognise an attack.
To understand which pages are useful — and only if you have said yes. Knowing that the burst-pipe page is read at two in the morning is how we decide what to write next.
We do not sell your information. We do not trade it, rent it, or hand it to a data broker. We do not use it to advertise to you anywhere, and there is no advertising or call-tracking software on this website at all.
Four companies are involved in running this website. That is the complete list — if it changes, this page changes before the change goes live.
- Hostinger
Rents us the server the website runs on. Your form submission is stored in a database on that server, and the access logs are written there.
- Cloudflare
Sits in front of the website, so every request passes through it. It also stores the images and documents the site serves.
Receives analytics information — but only if you accepted analytics. Decline, and nothing is sent to Google at all.
- Nobody else
No customer relationship manager, no field-service or job-scheduling software, no email marketing tool and no advertising platform receives anything from this website. We checked rather than assuming: the site is built to send a submission to exactly two places, our own database and an email notification, and nowhere else.
- When the law requires it
If we are served with a court order, a search warrant or an equivalent legal demand, we have to comply. We will tell you if we are allowed to.
The website, its database and its logs run on a virtual private server we rent. Images and documents are held in Cloudflare’s object storage. If you accept analytics, Google processes that information in the United States.
We have not been given a written confirmation of the country our server sits in, so we will not tell you it stays in Canada. Treat your information as possibly stored or processed outside Canada. Information held in another country can be reached by that country’s courts and law-enforcement agencies under their law, not ours.
If you would rather not have your details held this way, call us instead of using the form — a phone call leaves nothing on this website.
We would rather give you real numbers than a paragraph about keeping things “only as long as necessary”. Where we have not set a period yet, we say so.
- Web server access logs
Fourteen days. The server rotates the log every night and keeps fourteen of them, after which the oldest is deleted automatically.
- Contact form submissions
Kept in the site’s database until we delete them. We have not yet set a fixed deletion schedule, and we would rather admit that than publish a number we do not follow. Ask us to delete yours and we will, and we will confirm when it is done.
- Analytics
Held by Google under the retention setting on our analytics property, not by us. If you want to know what that setting is, ask and we will tell you.
- Anything in your own browser
Your language, currency and cookie choices sit on your device, not ours. Clearing this site’s data in your browser removes all of them immediately.
Under Canadian and British Columbia privacy law you can do all of the following, free of charge. Write to [email protected] or call 604-865-7979, and we will answer within 30 days.
- See what we hold about you
Ask, and we will send you a copy of what this website holds under your name or email address. If we cannot find anything, we will tell you that instead of staying quiet.
- Correct it
If something we hold is wrong, tell us the right version and we will change it.
- Have it deleted
Ask us to delete your enquiry and we will remove the record. If we are in the middle of doing work for you, we may need to keep the parts that belong to the job itself — we will say which and why.
- Change your mind about cookies
Your answer to the cookie question lives in your own browser. Clearing this site’s stored data resets it, and the banner will ask you again the next time you visit. The cookie policy walks through it.
- Complain
Tell us first — we would like the chance to put it right. If you are not satisfied, you can complain to the Office of the Information and Privacy Commissioner for British Columbia, or to the Office of the Privacy Commissioner of Canada. Neither of them charges for a complaint.
We do not currently send automated review requests by text message or email after a job. If we start, we will ask for your permission first, that permission will be a separate question rather than something buried in a form, and every message will carry a way to stop them. This page will say so before the first one is sent.
Everything on this site is served over an encrypted connection, and Cloudflare sits in front of it. Form submissions go into a database that is not reachable from the internet — only the website itself and the server’s administrator can read it. The administration area is password-protected and its session expires after two hours.
We will not pretend that makes anything unbreakable. No website is. What we can promise is that we collect as little as we can get away with, keep the list of companies involved as short as we can, and tell you honestly what we hold.
This is a website for people who need a plumber. It is not aimed at children, and we do not knowingly collect anything from a child. If you believe a child has sent us something through this site, tell us and we will delete it.
When we change this policy we change the date on the chip at the top of this page. If a change is significant — a new company handling your information, a new kind of collection, a shorter or longer retention period — we will say plainly what changed rather than expecting you to compare two versions.
If the categories of cookies change, the consent banner asks you again rather than assuming your old answer still applies.
Privacy questions, access requests and deletion requests all go to the same place:
Email: [email protected]
Phone: 604-865-7979
We answer within 30 days. We are a mobile service business with no public counter, so please do not send privacy requests by post — email reaches us far faster and we can act on it the same day.
Legal entity: Panther Plumbing & Heating Ltd, Vancouver, British Columbia.