This Privacy Policy applies to customer information collected in connection with wastewater service. For information about how AlexRenew handles data collected through the public website, see the Website Privacy Statement. 

1. Information We Collect

AlexRenew receives customer information in connection with providing wastewater service, including when customers establish drinking water service with Virginia American Water (VAW) or interact with AlexRenew directly. Information may include name, service address, email address, phone number(s), account number, water usage, billing information, payment history, and account status. AlexRenew may receive customer contact and account information from VAW, which provides drinking water service and meter readings used to calculate wastewater charges.

AlexRenew does not knowingly collect personal information from children under 13. 

2. How We Use Customer Information

AlexRenew uses customer information to establish and administer wastewater service accounts, calculate and bill wastewater charges, process payments, address past-due accounts, provide required notices related to billing and service status, and comply with legal and regulatory requirements. AlexRenew does not sell customer information and does not use customer information for advertising or marketing purposes.

3. Notices and Communications

AlexRenew communicates with customers using mail, email, and phone, as permitted by law and AlexRenew’s Rates, Rules, and Regulations.

Text Messages (SMS): AlexRenew uses automated text messages only in limited circumstances, specifically to provide advance notice of potential or scheduled water service disconnection for nonpayment of wastewater charges. Text messages are sent only when a mobile phone number is on file, including a number provided to VAW or AlexRenew.  

Text messages are optional, are not required to receive wastewater service, and supplement but do not replace any notices required by law or by AlexRenew’s Rates, Rules, and Regulations. Message and data rates may apply.  

Customers may opt out of text messages at any time by replying STOP to a text from AlexRenew or by contacting AlexRenew Customer Service.

4. Sharing of Information

AlexRenew may share limited customer information only as necessary with (1) billing, payment, and customer-service providers acting on AlexRenew’s behalf; (2) messaging service providers used to deliver account-related communications; (3) VAW and the City of Alexandria as needed to administer billing and service; and (4) regulatory or governmental entities when required by law. All service providers are required to protect customer information and may use it only to support AlexRenew services.

5. Data Protection and Retention

AlexRenew uses reasonable administrative, technical, and physical safeguards to protect customer information. Customer information is retained only as long as necessary to provide service, meet record-retention requirements, and comply with applicable laws.

In the event of a security incident involving personal information, AlexRenew will provide notification as required by Virginia Code § 18.2-186.6 and other applicable law.

6. Questions or Requests

Customers may update contact information, ask questions, and request a mailed copy of this Privacy Policy and AlexRenew’s Rates, Rules, and Regulations by contacting: 

AlexRenew Customer Service 
703-721-3500 
billing@alexrenew.com 
alexrenew.com

Requests for AlexRenew records, including customer records, may also be made through the Virginia Freedom of Information Act process.