Legal
Privacy Policy
Last updated: October 11, 2026
This policy explains how Johnson Bros. Plumbing & Drain Cleaning collects and uses information when you visit our website, request service, use our AI booking assistant, or contact our team.
Johnson Bros. customer Android app
The customer app uses your account phone verification, service records, estimate descriptions and selected photos, private messages to the office, referrals, and Family Plan status to provide services. Stripe processes Family Plan payments; the app does not store card details. Photos are sent only when you submit them. Camera access is requested when you choose to take a photo. Contacts, microphone and location access are not requested. Optional push notifications use an Expo device token and Google Firebase delivery; notification text contains a generic update, not your message text or address. News and coupon notifications require a separate opt-in. You can request app account deletion in Account in the app or at /app-account-deletion on this website. The office removes eligible app data and cancels plan renewal; service, financial and legal records may be retained as described in Retention and deletion requests below.
Information we collect
We collect information you submit through our website forms, online booking flows, AI-assisted chat, phone calls, and text messages. This may include your name, address, phone number, email address, property details, service description, and appointment preferences. We use these details to respond to requests and perform services. Website analytics and advertising measurement are described separately below.
AI-assisted chat and booking
Our website and supported third-party AI hosts can use Johnson Bros. AI-assisted booking tools and our public Model Context Protocol (MCP) connector. These tools can answer questions, check service coverage and availability, request a callback, or begin a booking. When you ask an assistant to take an action, the information you provide is processed to answer the request and route it to the right team. Public information tools do not return customer records. We do not use chat content for advertising purposes. Conversations may be reviewed to improve accuracy and service quality.
How we use your information
We use the information you provide to respond to service inquiries, schedule and confirm appointments, send job updates and reminders, follow up after service, and improve our website and marketing. We may also use website analytics to understand how visitors find and use the site so we can make it more useful.
Website analytics and advertising
Website analytics use Matomo and Umami hosted for Johnson Bros., plus Google Analytics 4 through our server-side relay. Analytics is enabled by default on public pages to understand how visitors find and use the site and improve booking and service reliability. We record public pages and selected actions; these browsing events do not contain form contents, chat messages, names, phone numbers, email addresses or street addresses. The system uses a short-lived pseudonymous browser identifier and does not use browser fingerprinting or merge people based on a shared IP address. Google browser advertising and remarketing is a separate purpose that is enabled by default on public pages under our Terms of Service; it may use cookies or device identifiers so Google and other advertising vendors can show our ads on sites across the Internet based on visits to our site. The website does not display a privacy pop-up. Facebook visitor tracking and new retargeting campaigns are not enabled by this rollout. We do not buy outside visitor identity profiles or create Customer Match contact-list audiences as part of this rollout.
Customer and job conversion measurement
Separately from website analytics and browser advertising, we share limited information with Google to measure which advertising leads to service bookings and completed jobs. This can include a Google advertising click identifier, the conversion time and value, and a normalized customer phone number converted to a one-way SHA-256 hash before transmission. A hash is used for matching; it is not a claim that the data is anonymous. Raw phone numbers are not sent by that hashed-phone upload. These existing measurement uploads are separate from customer-list targeting. The browser settings on this page do not automatically change this separate service-outcome measurement process. Contact us for questions or requests concerning your customer information.
Cookies and browser storage
Essential browser storage supports booking, security and your privacy preferences. Website analytics and Google browser advertising are enabled by default on public pages under our Terms of Service, and both are switched off automatically for browsers that send a Global Privacy Control or Do Not Track signal. Our server assigns a random, pseudonymous browser identifier for analytics that cannot itself reveal your name. We do not identify you by browser fingerprinting or merge people based on a shared IP address. Booking preferences such as service type and appointment slot may be held during the session. Contact details and service-request text are not written into analytics cookies or analytics attribution fields.
Phone calls and SMS
When you call us, we may use call tracking software to associate the call with the marketing source that brought you to the site. If you submit a service request or opt into text message updates, we may send appointment confirmations, job status updates, and follow-up messages related to your service. An MCP booking request sends a one-time code to the telephone number you provide; the booking is not finalized until that code is returned through the booking flow. Our communications provider, currently Twilio, processes those messages for us. Standard carrier rates may apply. You can opt out of non-essential text messages by replying STOP.
Sharing with service providers
We may share your information with vendors who help us run the business, including Housecall Pro for customer and job scheduling, Twilio for communications, website hosting, analytics, Google for the advertising and measurement purposes described above, and the AI host you choose to use. Advertising vendors' use of data depends on the applicable product, settings and terms. We do not sell customer contact lists for money.
Retention and deletion requests
Matomo detailed visit records and our optional browser-history links are scheduled for deletion after 90 days; aggregate Matomo reports are retained for up to 13 months. Privacy-preference audit records retain the policy and choice timestamps, not browsing content. Customer, appointment, communication and transaction records have separate retention needs for service, warranty, legal obligations and dispute handling. You may ask us to access, correct or delete eligible information through our contact page. We may need to verify your identity, and some business records may need to be retained.
Your choices
This privacy policy explains website analytics and Google browser advertising/remarketing. Use of the website is agreement to this measurement under our Terms of Service. To stop optional browser collection, enable Global Privacy Control or Do Not Track in your browser; you can also control personalized ads or opt out through Google My Ad Center below. Browser Global Privacy Control or Do Not Track signals are honored and stop optional browser collection. Withdrawing or blocking browser analytics or advertising stops future collection but does not automatically erase past analytics or service records, or stop the separate customer and job measurement described above. Permission for advertising is not permission to call, text or email you. For marketing emails, use the unsubscribe link; for text messages, reply STOP. Service-related communications may still be sent to complete work you requested.
Google advertising controls
You can control personalized ads and opt out of Google's use of cookies or device identifiers for personalized advertising through Google My Ad Center. These are Google's controls, separate from this browser's Johnson Bros. settings. Learn how Google uses information from sites and apps that use its services.
Google Maps address suggestions
When you search for a service address in our customer app, the search is sent to Google Maps to return address suggestions. You review and select the service address before saving it or requesting service. Google handles address-search information under the Google Privacy Policy.
Questions
Questions about this policy can be directed to Johnson Bros. Plumbing & Drain Cleaning at (617) 479-9911 or through our contact page.