Emergency Service Policy

Last updated: June 28, 2026

1. Calling Is the Fastest Way to Get Help

For urgent water damage situations, call 877-547-0723. Phone calls are prioritized for emergency situations and connect you directly with our team. When you call, you can describe what is happening in real time so we can assess the situation and coordinate the appropriate response as quickly as possible.

Online contact forms and email messages are checked during normal processing cycles and cannot provide the same immediacy as a phone call for time-sensitive situations. If you believe you have an emergency, do not wait for an email reply — call us directly.

2. Online Forms Are Not Guaranteed for Immediate Dispatch

We provide a contact form and email address ([email protected]) for general inquiries, non-urgent service requests, and follow-up questions. However, submitting a form or sending an email does not guarantee immediate review, same-day response, or emergency dispatch.

Online submissions may not be seen right away, particularly outside of regular business hours or during periods of high call volume. If you are experiencing active water damage that requires urgent attention, please call 877-547-0723 instead of relying on a form submission.

3. Response Times May Vary

Response times may vary based on location, weather, crew availability, and emergency volume. We do not guarantee a specific arrival time. Factors that can affect how quickly we are able to respond include:

• Location: Distance from our crew’s current position to your property.
• Weather conditions: Severe weather events can affect travel times and create competing service demands.
• Crew availability: The number of active jobs or crew members available at any given time.
• Emergency volume: Major weather events or widespread flooding can result in a high volume of simultaneous requests.

We work to respond to emergency calls as promptly as possible. Calling is the most reliable way to get an accurate estimate of current availability and how soon we may be able to reach you.

4. Safety First

When in doubt, prioritize your safety and the safety of your family. Property damage can be restored — personal safety cannot be undone.

5. What to Do While You Wait

If the area is safe to enter and you can act without putting yourself at risk, the following steps can help limit the spread of damage while you wait for our crew to arrive:

• Stop the water source if possible (e.g., shut off the main water supply or the affected fixture’s shut-off valve), but only if it is safe to do so from a dry area.
• Move valuables, electronics, and important documents away from the water-affected area to prevent further loss.
• Blot or mop standing water in small areas if you can do so safely — every bit of water removed helps reduce the extent of saturation.
• Document the damage with photos and video before cleanup. A clear record of the water source, affected areas, and damaged items is useful for your records and for your insurance claim. See our Insurance Claim Disclaimer for more information.

Do not attempt to use standard household fans or heating equipment as a substitute for professional drying equipment, as improper drying can lead to hidden moisture and mold growth within walls and subfloors.

6. Coverage & Costs

Whether a water damage loss is covered by your homeowner’s or business insurance policy is determined solely by your insurance company based on your policy terms and the cause of loss. Aqua Damage does not make coverage determinations.

The scope of work required and any associated pricing are confirmed after our crew conducts an on-site inspection of the damage. We document the damage and our work to help support your claim, but we cannot guarantee any specific coverage outcome. See our Disclaimer for additional information.

7. Contact Us

For urgent water damage, call us directly:

• Phone: 877-547-0723 — calling is the fastest way to get help
• Email: [email protected] — for non-urgent inquiries
• Address: 608 Ridge St, Carson City, NV 89703
• Contact page: contact-us.html

Business location: 608 Ridge St, Carson City, NV 89703, USA

Response times may vary based on location, weather, crew availability, and emergency volume. For the fastest response, always call.