This page describes how the site actually behaves. It is written to be accurate rather than comprehensive, and it is not a lawyer-reviewed policy. Where something is not settled, it says so instead of guessing.

What you give us deliberately

If you complete the Pool Problem Finder and send a request, we receive:

Your name, if you provide one
A phone number or email address — required, because otherwise we cannot answer you
Anything you typed in the notes, model or error-code fields
Your answers in the diagnostic, and the city you selected

That is the whole list. We do not ask for a street address on this website.

What the diagnostic does before you send anything

Nothing leaves your browser until you press send. The questions you answer are held in the page while you use it. If you close the tab without sending, we receive nothing.

Where a submitted request goes

Stored in our database. Requests are saved to a hosted PostgreSQL database (Neon) so the request is not lost if anything downstream fails. This is the record we work from.
Emailed to us. A notification is sent through Resend, an email delivery provider, so a technician knows a request has arrived. The request details travel with that notification.

We use it to answer you about your repair. We do not sell it, and we do not add you to a marketing list you did not ask for.

Where you tick the consent box, we record the exact wording you agreed to alongside the timestamp, so there is a record of what you actually consented to rather than an assumption.

Analytics and advertising

This site can use two Google services. Neither runs until you allow it — see your choice about cookies below for exactly what happens before you answer.

Google Analytics 4 measures how the site is used — pages viewed, how far people get through the diagnostic, and where visits come from. It runs only with analytics consent.

Google Ads measurement and remarketing. It measures which advertising leads to enquiries, and it also builds remarketing audiences, which means Google can recognise that a browser visited this site and may show our ads elsewhere as a result. It runs only with advertising consent, and only on the live site — it is switched off entirely on staging and test environments regardless of consent.

Both services set cookies or comparable browser identifiers when they are allowed to run. Those identifiers are how a visit is recognised across pages and, for advertising, across sites.

What is measured as a conversion

All three of the following require advertising consent. Without it, none of them is sent to Google Ads — a call, a text and a submitted repair request are all still handled normally, they are simply not measured.

Three actions:

Tapping the call button
Tapping the text button
Sending a repair request that is successfully stored in our database

The third only counts once the request is genuinely saved. A submission that fails is not counted.

What we deliberately do not send

No form contents. Your name, phone number, email address and free-text notes are never sent to Google Analytics or Google Ads.
No internal record identifiers. The reference number attached to your request stays in our own systems.
Only a fixed list of non-identifying values may accompany a measurement event: which service the enquiry relates to, which city you selected, the diagnostic outcome, whether the address is in our service area, how many questions were answered, and which page you arrived from. Anything else is discarded before the event is sent, and any value that looks like a phone number or an email address is dropped regardless of what it is labelled.
Enhanced conversions are switched off. That is a Google Ads feature which sends hashed customer details — email addresses and phone numbers — to improve matching. It is explicitly disabled in our configuration.
Nothing in the web address. Personal information is never placed in a URL.

Google's own information

Google's handling of this data is theirs to describe, not ours:

Most browsers also let you block or delete cookies, and mobile operating systems have their own advertising controls.

Your choice about cookies

Nothing is measured until you say it can be.

When you first arrive, a banner asks. Until you answer it, and if you answer Reject, this is what happens:

Google's tag is not loaded at all. No script is requested from googletagmanager.com, so no request reaches Google, so no cookie or identifier is set by it.
Google Consent Mode v2 is set to denied for analytics storage, ad storage, ad user data and ad personalisation.
No GA4 event is sent. No Google Ads conversion is sent.
The site works exactly the same. Nothing is withheld, degraded or nagged about.

If you accept, or allow one of the two categories, the tag loads and only the category you allowed is configured.

The two categories

Analytics — Google Analytics: which pages are read, how people move through the diagnostic, where they give up. Aggregate, not individual.
Advertising — Google Ads measurement: whether an ad led to a call, a text or a repair request, and remarketing.

You can allow one without the other. Nothing is pre-selected — opening Choose shows both switched off, which is the state that actually applies until you save.

Changing your mind

Privacy choices in the footer of every page reopens the banner with your current settings. Changing them takes effect immediately: a withdrawal is transmitted to Google as a consent update, not simply followed by silence.

Withdrawing consent does not delete data already collected. To ask Google to remove what it holds, use the account and browser controls linked above.

What we store to remember the choice

One entry in your browser's local storage, called mpr_consent, containing a version number, two true/false values, and the time you chose. That is all of it. It contains nothing that identifies you, it is never sent to us or to anyone else, and it stays in that browser on that device. Clearing site data clears it, and the banner will ask again.

If your browser refuses local storage — a private window, or a setting that blocks it — your choice applies for that visit but cannot be remembered, so you will be asked again next time. The default in that situation is the same as everywhere else: denied.

What this is not

We have not obtained a legal assessment of which consent rules apply to this site, and this page does not claim the mechanism satisfies any particular regulation. What it describes is what the site actually does, which is that measurement is off until you turn it on.

Photos

Photo upload is not enabled on the site today. When it is, a photo you send is used to diagnose your equipment and nothing else. Publishing any photo of a customer's property requires separate, explicit permission — sending a picture for a quote is not consent to publish it.

What is not settled yet

How long we keep requests. Not decided. It will be stated here when it is.
Which customer system stores them long term. Not chosen yet.
Which consent rules apply. The site asks before measuring anything, which is described in full above. Whether that satisfies a particular regulation for a particular visitor has not been legally assessed, and this page does not claim it does.

We would rather leave these blank than publish a number we do not actually keep to.

Contact

Contact details appear throughout the site. A request sent through the Pool Problem Finder reaches us, and you can ask us to delete a request you have sent.

Privacy