NOLA ServeUS — Privacy Policy

Last updated: October 13, 2026 · Operator: PennTech LLC ("we," "us") · Contact: support@penntech.io

NOLA ServeUS is a community-built civic platform for New Orleans. It is not operated by, affiliated with, or endorsed by the City of New Orleans or any government agency. This policy explains what we collect, why, who we share it with, and the choices you have.

⚠️ The most important thing to know first: NOLA ServeUS is a public civic record. Posts and comments you make (unless you post anonymously) show your name and profile photo to other residents by default. Filing a report — and backing a neighbor's report — are anonymous to your neighbors by default: your name is not shown, and a report shows only the number of neighbors backing it, not who. (You can opt in to show your name and photo when you back.) Filing a report sends your name to the City's 311 system (exactly like calling 311 yourself), and our staff can see it for moderation. You control your visibility in your profile (see "Your choices").

1. Information we collect

You give us: - Phone number — required to create a resident account (used to sign you in by text code and to keep one account per person). - Name and home address — your name appears on your public activity; your address is used to determine your City Council district and to center your map. We store approximate coordinates for your home. - Email address — optional; used only if you opt in to the monthly digest, or if you hold a city/staff role (which sign in by email). - Profile photo — optional; shown with your public activity if enabled. - Reports — category, description, location, and photos you attach. - Posts, comments, and reactions — content you share in the neighborhood feed. - Backing / confirmations — when you back or confirm a report.

We collect automatically: - Basic device and log information needed to operate and secure the service. - If you enable push notifications, a device "push subscription" token.

We do NOT knowingly collect payment card numbers, government ID numbers, or Social Security numbers. Don't put those in reports or posts.

2. How we use your information

To show reports, posts, and neighborhood activity publicly, as the service is designed to work.
To forward verified reports to the City's 311 system with a tracking number, including your name — the same information a 311 call carries.
To let neighbors verify reports and to display who is backing a report.
To send you notifications you've chosen: in-app alerts, push notifications, optional SMS ("text me when the city marks it resolved"), and the optional monthly email digest.
To automatically scan uploaded photos for explicit or graphic content (see "Third parties") so the feed stays safe.
To moderate content, prevent abuse, and keep the platform secure.

3. What is public

Reports (category, location, description, photos) are public — but the reporter's name is not shown to other residents. It is sent to the City's 311 system with the report, and staff can see it for moderation.
Posts and comments are public, unless you post anonymously (in which case your name is hidden from other residents, though we retain it internally for safety and moderation).
Backing a report is anonymous by default — only the number of neighbors backing a report is shown, not their identities. You can opt in to show your name and photo when you back (see "Your choices").
Your phone number, email, and exact home address are never shown publicly.

4. Third parties we share data with

We use trusted service providers to run NOLA ServeUS. We share only what each needs to do its job:

Supabase — database and account hosting.
Vercel — application and website hosting.
Twilio — sends login codes and (if you opt in) SMS notifications.
Resend — sends email (login codes for staff, optional digest).
Mapbox — maps and address lookup.
Sightengine — automated photo content scanning.
City of New Orleans 311 — receives your verified reports (name included).

We do not sell your personal information.

5. SMS messaging

Our SMS program ("NOLA ServeUS report updates") is opt-in only. You are enrolled only if you check the SMS box at sign-up or in Profile → Settings; giving us a phone number to log in does not enroll you.

We send transactional messages only — for example, "the city marked your pothole report resolved — is it fixed?" — and never marketing or promotional texts.

Message frequency is tied to your own activity: you receive a message only when the City marks one of your reports resolved, typically no more than a few per month.

Message and data rates may apply. Reply STOP to any message to opt out (or turn SMS off in Profile → Settings); reply HELP for help, or contact records@nolaserveus.com.

We do not sell or share your mobile number or your SMS opt-in with any third party for marketing or promotional purposes. Your mobile information is used only to deliver the messages you asked for; see Section 4 for the providers (e.g., Twilio) that help send them.

6. Data retention and deletion

Public civic records (reports and their history) may remain part of the public record even after your account changes, to preserve the integrity of the accountability log.
You may delete your account; we remove your personal profile data, subject to limited retention needed for legal, safety, and anti-abuse purposes.
Contact report@nolaserveus.com for access, correction, or deletion requests.

7. Your choices

Show your name when backing (optional): backing is anonymous by default; turn on "Show my name and photo to neighbors when I back or confirm a report" in your profile to appear by name instead of just in the count.
Post anonymously: choose the anonymous option in the composer.
Notifications: turn push, SMS, and the email digest on or off at any time in your profile.
Language: English, Español, or Tiếng Việt.

8. Children

NOLA ServeUS is intended for adults. You must be at least 18 years old to create an account.

9. Security

We use industry-standard measures (encrypted connections, two-factor authentication for city/staff accounts, access controls). No system is perfectly secure; please use a strong, unique login and keep your device secure.

10. If there's a data breach

No service is perfectly secure. If we discover a breach that affects your personal information, we will move quickly to investigate and contain it, and we will notify affected users without unreasonable delay — and notify the Louisiana Attorney General — as required by Louisiana law (La. R.S. 51:3071 et seq.). Our notice will tell you, in plain language, what happened, what information was involved, and the steps you can take. We follow an internal Data Breach Response Policy that governs how we detect, contain, and report these events. Questions anytime: report@nolaserveus.com.

11. Changes

We may update this policy. Material changes will be posted here with a new "last updated" date, and where appropriate we'll notify you in the app.

12. Contact

Questions about privacy: support@penntech.io · PennTech LLC, New Orleans, Louisiana.