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Privacy Policy

Last updated: 2026-05-28

Service First HVAC Solutions respects your privacy. This page describes what we collect, why, how we protect it, and what control you have over it. We follow Ontario's Personal Information Protection legislation and Canada's PIPEDA.

1. What we collect

To provide service, we collect and store:

  • Contact info — your name, service address, billing address (if different), email, phone
  • Equipment information — make, model, serial numbers, installation dates, and service history of HVAC equipment at your address
  • Service records — work performed, materials used, photos of equipment taken during service, technician notes
  • Payment information — invoice amounts and payment status. We do NOT store credit card numbers on our servers. Card payments are processed by Stripe (see Section 4).
  • Communication history — emails, text messages, and call notes related to your service

2. Why we collect it

We use this information to:

  • Diagnose and service your equipment
  • Send quotes, invoices, service reports, and maintenance reminders
  • Maintain accurate records of work history for warranty and future service
  • Comply with our legal obligations (tax records, HST reporting, regulatory inspections)
  • Improve our service quality based on what worked or didn't on past calls

3. We do not sell your data

We don't sell, rent, or trade personal information to third parties. Period. We don't run advertising on this site and we don't share customer lists with marketers.

4. Third parties we use

To run the business we use a small set of trusted service providers. Each has their own privacy policy that governs how they handle data we share with them:

  • Cloudflare — hosting and DNS for this website. They see your IP address and basic browser info when you visit, like any website host.
  • Stripe — payment processing for credit card payments. When you pay by card, you enter card details directly on Stripe's secure payment page; we never see your card number. Stripe stores payment records on our behalf in compliance with PCI-DSS.
  • Resend — email delivery (invoices, service reports, payment confirmations).
  • Twilio — SMS messaging (appointment reminders, service confirmations).

5. How long we keep it

We retain customer and service records for as long as you remain a customer, and for at least 7 years after the last service date for invoices and payment records — this is the standard retention period required by the Canada Revenue Agency for financial records. Records may be kept longer if needed for warranty support, equipment history, or to defend or pursue legal claims.

6. How we protect it

  • All data is stored on Cloudflare's encrypted infrastructure
  • Access requires authentication; only the business owner has full access to customer records
  • Payment card data is handled by Stripe, never stored on our systems (PCI-DSS SAQ-A scope)
  • We don't keep paper records of personal information beyond what's required for active jobs

7. Your rights

Under Canadian privacy law you have the right to:

  • Access — request a copy of the personal information we hold about you
  • Correction — ask us to fix any inaccurate information
  • Deletion — ask us to delete your records, subject to legal retention requirements (e.g., we have to keep invoices for 7 years)
  • Withdrawal of consent — opt out of non-essential communications (appointment reminders are essential; periodic maintenance reminders are not)

To exercise any of these, email [email protected] with "Privacy request" in the subject line. We respond within 30 days.

8. Cookies and tracking

This website uses essential session cookies only — they keep you logged into your customer portal. We do not use Google Analytics, Facebook Pixel, ad-network trackers, or any third-party analytics. No tracking scripts are loaded that would follow you to other sites.

9. Children

We do not knowingly collect personal information from children under 13. Our service is for property owners arranging HVAC service.

10. Changes to this policy

We may update this policy from time to time. The "Last updated" date at the top of this page changes when we do. Material changes will be communicated by email to active customers.

11. Contact and complaints

Privacy questions or concerns:

Email: [email protected]

Phone: (226) 242-1942

If you're not satisfied with our response, you have the right to complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca.