Privacy policy

The short version

• We use Google Analytics to count visits and see which pages lead to calls. It sets cookies, and you can switch it off. It is not used for advertising, and there are no advertising pixels.
• Reading the site leaves a server log entry, the same as visiting any website.
• There is no contact form on this site. The only way to ask for help is to call; data requests go by email to privacy@soakedhome.com.
• Calls to us are recorded, and the greeting says so before you speak. We keep the recording to settle disputes over that call's billing. No deletion date is set yet; we delete a recording when you ask.
• An automated assistant answers and says that it is one. What you say to it is turned into text and sent to an AI service so it can work out what to ask next.
• If you call, we connect you to one specialist. To find one, your phone number and ZIP code go to the referral network we work with. That is the entire purpose of collecting them.
• We do not sell your information, and a call is never connected to more than one specialist.
• We do not send marketing. There is no mailing list.

What we collect

When you read the site

These pages are static files. Our host, Cloudflare, records standard request logs — your IP address, the page requested, a timestamp, and the browser and device string your browser sends. This happens at the hosting layer for security and reliability and we do not combine it with anything else or use it to build a profile of you. Cloudflare also measures how fast pages load for visitors, without cookies.

Google Analytics. We use Google Analytics 4 to see how many people visit, which pages they read, roughly where they are (city level), what kind of device they use, and whether they tapped the phone number. Google's own script does not run in your browser: Cloudflare, our host, sends these visit details to Google Analytics for us from its servers. It sets first-party cookies (named cf_zaraz_client, cfz_google-analytics_v4 and cfzs_google-analytics_v4) that let it tell a returning browser from a new one. Google Analytics does not log or store your IP address. Google signals and advertising audiences are switched off, so this data is not linked to your Google account and is not used to target advertising at you. We see totals and trends, not individuals.

Because it runs through Cloudflare rather than in your browser, Google's opt-out add-on does not stop it. This switch does: it stores a cookie on this browser, and while that cookie is there no visit or tap is sent to Google Analytics. The site works the same either way. There are no advertising pixels.

When you call

Calling is the only way to contact us — this site has no form, and apart from the analytics above we collect nothing from you while you are reading it. The number is ours. A greeting tells you where you have called and that the call is recorded before you say anything. An automated assistant then answers, and if a specialist in our network takes the call, you are put through. If none does, you can leave your name, number and what is happening. We use that message only to look for a specialist who can help, and if we find one, we pass it on to them.

The automated assistant

The assistant says that it is automated in its first sentence. It asks what is happening at your home and your ZIP code, and for water damage whether you own or rent the home. You can answer by speaking, and the ZIP code can be keyed in. If the assistant fails for any reason, a keypad menu asks the same three questions.

To hold that conversation, your speech is turned into text by our phone provider, Twilio, and the speech services it uses. The text of what you said is then sent to Anthropic, the company whose AI model writes the assistant's next sentence and sorts the call into a kind of problem. Anthropic receives your words as text. It does not receive the audio, and we do not send it your phone number. The assistant's replies are turned into a voice the same way.

The assistant only asks questions and sorts the call. It cannot dial anyone, and it gives no advice beyond telling you to call 911 if you describe danger.

Finding a specialist

Once we know the kind of problem and your ZIP code, we ask the referral network whether a specialist is available for it. That request carries your phone number and your ZIP code, because the network uses the number to match the call that follows. If a specialist is available, your call is put through to that one specialist, who sees your number as the caller. If none is, or the problem is one we have no specialist for, you are asked to leave a message.

If you leave a message

A message is recorded like the rest of the call. A message also sends an alert to the person who runs this site, through the messaging app Telegram, so that it is heard promptly. An alert, without audio, is sent for every other call too: when a call reaches the message prompt and no message is left, including when you hang up before the tone; when a call ends without being put through to anyone; and when it is put through, with how long it lasted. The alert contains your phone number, your ZIP code and the kind of problem if you gave them, the audio of your message if you left one, and, if you hang up while talking to the assistant, the last thing you said to it. It goes to one private chat and is used only to look for a specialist for your call and to keep track of calls.

What we keep from a call

We record the call, and we keep the recording. That is us, not only the network or the specialist. We keep the audio, and beside it a call log: the calling number, the time, the kind of problem, whether you said you own or rent, your ZIP code, which specialist the call was offered to, how long you spoke with them, and what the network later reports it paid us for the call. The call log also holds the text of what you and the automated assistant said to each other, so that a call sent to the wrong place can be found and the assistant corrected. The reason for the recording is narrow and worth stating: we are paid per call, the company paying us decides whether a call qualified, and without our own record of what was said we would have no way to challenge that decision. The recording exists to settle billing arguments and, for a message you leave, to find someone who can help, as described above. It is used for nothing else — not marketing, not profiling, and never sold.

The network that routes the connection keeps its own log of the same call, and the specialist who answers may record their side as well. Their copies are governed by their policies, not by this one.

Whatever you tell us on that call — where you are, what is happening — is used for one thing: connecting you with a specialist who covers your area and handles that kind of work. There is no reason to give payment details, account numbers or medical information, and you should not.

Who else receives it

The specialist we connect you with. They receive what you gave us so they can contact you. Once you are introduced, your dealings are with them, and their handling of your information is governed by their own policy rather than this one.

The call and lead network that routes the connection. We are paid a referral fee through that network, which means it processes the call or request that earns the fee. It receives your phone number and ZIP code when we ask it for a specialist, as described above. Later it reports back to us whether it paid for the call and how much, naming the call by your number. See how we are paid.

Twilio, our phone provider. It carries the call, stores the recording, and with the speech services it uses turns speech into text and text into the assistant's voice.

Anthropic, whose AI model runs the automated assistant. It receives the text of what you say to the assistant, and nothing else about you.

Telegram, which delivers an alert for each call: your number, your ZIP code, the kind of problem, how long a call that was put through lasted, the last thing you said to the assistant if you hung up while talking to it, and the audio of a message if one was left.

Cloudflare, which hosts and serves the site, holds the request logs above, and runs the system that answers calls and stores the call log.

Google, which runs Google Analytics for us and processes the visit data described above on our behalf. Cloudflare passes that data to Google; it does not use it for anything else. It never receives anything you say on a call.

That is the complete list. We do not sell personal information, we do not share it for cross-context behavioural advertising, and we do not connect a call to more than one specialist. Your number and ZIP code go to the network only because you called to be connected, and that connection is what we are paid for.

How long we keep it

We have not yet set a date for deleting call recordings. They are kept to settle disputes over a call's billing, and we are still working out how long that needs. When a period is set it will be stated here. Until then a recording stays with our phone provider, Twilio, and is deleted when you ask. The call log — the number, the time, the answers to the three questions, the text of your conversation with the assistant and the duration, without the audio — is kept without a time limit, because that is what a billing question is usually settled with. You can ask us to delete the text of your conversation at any time.

We also use the call log, never the audio, to count which areas and which kinds of problem calls come from, so we know where to extend the service.

The copy of a message that reaches us through Telegram is separate from the recording, and Telegram removes it from that private chat automatically three months after it arrives. The text sent to Anthropic and the audio handled by Twilio's speech services are kept by those companies on their own schedules, which we do not control.

Cloudflare's request logs age out on its own retention schedule. Google Analytics keeps visit-level data for 14 months and then deletes it; the totals we see in reports are anonymous counts. If you want your details or a recording removed, ask — see below.

Your choices

You can ask us what we hold about you, ask for it to be corrected, or ask for it to be deleted. New York does not currently give residents a general consumer data-access right the way some states do, but we will honour these requests regardless of where you live rather than checking whether we are obliged to.

Two limits worth stating honestly. Once a specialist has your details we cannot delete their copy — you would need to ask them directly. And deleting the record of an introduction does not undo the introduction.

Write to privacy@soakedhome.com. The phone number is answered by the automated assistant, which can only take a message, so a request is quickest by email.

Children

This site is meant for property owners and occupiers dealing with a water emergency. It is not directed at children and we do not knowingly collect information from anyone under 13. If you believe we have, tell us and we will delete it.

Changes to this policy

If what we collect or who receives it changes, this page changes with it and the effective date above moves. We will not quietly broaden it — if this site ever adds another analytics or advertising tool, starts using analytics for advertising, or starts sending marketing, that will be stated here before it starts. Google Analytics was added on 2026-09-24 and disclosed here the same day. On 2026-10-14 it moved from Google's script in your browser to Cloudflare's servers, with the cookies and opt-out described above.