Privacy Policy

We are committed to protecting your privacy in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and other applicable privacy laws in Ontario, Canada.

By using our services, you agree to the terms of this Privacy Policy. If you do not agree, please do not use our services.

1. Personal Information We Collect

We collect information that identifies you as an individual. This includes information you provide directly to us and information collected automatically through your use of our services, including through BookingKoala, our third-party booking platform.

Information You Provide Directly:

• Contact and Identification Information: Name, residential address, mailing address, telephone number, and email address.
• Service-Related Information: Property details (size, layout, cleaning requirements), access instructions (security codes, key arrangements), special cleaning preferences, pet information, scheduling preferences, and availability.
• Payment and Billing Information: Credit card details, billing address, and transaction history (processed securely by third-party payment processors like Stripe, PayPal, and Square via BookingKoala or directly).
• Account Information: If you create an account for our services.
• Communications Records: Emails, phone calls, text messages, feedback, and complaints.

Information Collected Automatically (via Website and BookingKoala):

• Device Information: IP address, browser type, operating system, and device identifiers.
• Usage Data: Pages visited, time spent on pages, navigation patterns, and referral sources.
• Cookies and Tracking Technologies: Small text files stored on your device to enhance user experience, analyze website performance, and facilitate services. This includes essential, functional, analytics, and third-party cookies (e.g., from BookingKoala).

2. How We Use Your Personal Information

We use your personal information to:

• Provide and Manage Services: To schedule, coordinate, and deliver residential cleaning services, including appointment management through BookingKoala, sending reminders, and fulfilling service requests.
• Communicate with You: To send service confirmations, updates, notifications, and respond to your inquiries and support requests.
• Process Payments: To manage billing, process transactions, and maintain financial records.
• Improve Services and Website: To monitor service quality, gather feedback, analyze website usage patterns, and enhance overall customer experience.
• Marketing and Business Development: With your consent, to provide information about additional services, special offers, and updates.
• Ensure Security and Prevent Fraud: To verify identity, protect against fraudulent activities, and maintain system integrity.
• Comply with Legal Obligations: To meet legal and regulatory requirements, respond to lawful requests, and enforce service agreements.

3. Sharing and Disclosure of Personal Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We may share your information with:

• Service Providers: Third-party companies that assist us in delivering services or operating our website. This includes BookingKoala for scheduling and booking management, payment processors (e.g., Stripe, PayPal, Square) for processing financial transactions, cloud storage providers, email service providers, and analytics providers. These providers are contractually obligated to protect your information and use it only for the purposes for which it was disclosed. For information on Square's privacy practices, please refer to their privacy policy: https://squareup.com/us/en/legal/general/privacy.
• Legal Requirements: When required or permitted by law, such as in response to a court order, subpoena, or other legal process, or to protect our rights, property, or safety, or that of our users or the public.
• Business Transactions: In connection with a merger, acquisition, or sale of assets, provided the receiving party agrees to protect the information in accordance with this Privacy Policy.
• Aggregated Data: We may share aggregated, anonymized, or de-identified information that cannot reasonably identify individuals.

4. Consent

Your knowledge and consent are required for the collection, use, and disclosure of your personal information, except where legally permitted or required without consent. We obtain your consent through various means, including implied consent when you use our services, and explicit consent for certain activities like marketing.

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawal of consent may affect our ability to provide certain services.

5. Data Retention and Security

Data Retention:

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, to meet legal and regulatory requirements, or to resolve disputes and enforce agreements. Once no longer needed, we securely dispose of it.

Security Safeguards:

We implement reasonable administrative, technical, and physical safeguards to protect your personal information against unauthorized access, use, disclosure, alteration, or destruction. These include SSL encryption, password protection, access controls, regular software updates, firewalls, employee training, and confidentiality agreements. While we strive for robust security, no method of transmission or storage is 100% secure.

6. Your Privacy Rights

You have certain rights regarding your personal information:

• Right to Access: Request access to your personal information we hold.
• Right to Correction: Request correction of inaccurate or incomplete personal information.
• Right to Withdraw Consent: Withdraw your consent for processing your personal information.
• Right to Request Deletion: Request deletion of your personal information in certain circumstances.
• Right to Complain: File a complaint with the Information and Privacy Commissioner of Ontario or the Privacy Commissioner of Canada.

To exercise these rights, please submit a written request to our Privacy Officer using the contact information below. We will respond within 30 days or as required by applicable privacy laws.

7. Third-Party Services (BookingKoala)

We integrate with BookingKoala to facilitate customer appointments. When you use our booking system, your personal information is shared with BookingKoala in accordance with their privacy practices. BookingKoala's collection, use, and disclosure of your personal information are governed by their own privacy policy, which we encourage you to review: https://www.bookingkoala.com/privacy-policy/.

We are not responsible for the privacy practices of third-party service providers once information has been shared with them, though we require them to protect your information appropriately.

8. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will post the revised policy on our website and update the "Effective Date." We encourage you to review it regularly.

9. Contact Information

For any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please contact our Privacy Officer: