Privacy Policy

1. Information We Collect

We collect personal information necessary to provide and improve our services, including:

• Contact Information: Name, phone number, email address, home address.
• Account Information: Login credentials (username, password).
• Service Information: Details related to bookings, preferences, and communications with our team.
• Payment Information: Limited billing details needed to process transactions (handled securely via third-party payment providers).
• Technical Information: IP address, browser type, device details, and usage data when you interact with our website.
• Property Access Information: Home security details, access codes, special entry instructions, and key arrangements necessary to provide our cleaning services at your residence.

2. How We Use Your Information

• Providing our cleaning and home services.
• Managing your customer account and bookings.
• Communicating with you regarding services, updates, and customer support.
• Processing payments and transactions.
• Improving our website, platform, and customer experience.
• Sending you marketing communications (via email and SMS/text) about promotions, special offers, and updates, only with your express consent.
• Meeting legal and regulatory requirements.

3. Marketing Communications and Consent

We may send you marketing communications, including by email and SMS/text messages, where you have provided your express consent as required under Canada's Anti-Spam Legislation (CASL). You can withdraw your consent at any time by:

• Clicking the "unsubscribe" link in our emails;
• Replying "STOP" to SMS/text messages; or
• Contacting us directly using the details provided in this Policy.

Please note: Even if you opt out of marketing communications, we may still send you essential service-related or transactional messages (e.g., booking confirmations, account notifications, service reminders).

4. Sharing and Disclosure

We do not sell your personal information. We may share your information in the following situations:

• Service Providers: With trusted third parties who help us operate our business (e.g., payment processors, IT support, communication platforms). These providers are contractually bound to protect your data.
• Legal Requirements: When required by law, regulation, subpoena, or legal process.
• Business Transactions: In the event of a merger, acquisition, or sale of our company assets, personal data may be transferred as part of the transaction, subject to safeguards.

5. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, to comply with legal obligations, resolve disputes, and enforce agreements.

6. Security of Your Information

We implement appropriate physical, organizational, and technical safeguards to protect your personal information against unauthorized access, loss, misuse, alteration, or disclosure. While we take reasonable precautions, no system is completely secure, and we cannot guarantee absolute security.

6A. Property Access and Security

• Secure Storage: All access codes, key arrangements, and security details are stored in encrypted, access-controlled systems with limited employee access on a need-to-know basis.
• Employee Protocols: Our cleaning staff are trained on strict protocols for handling and protecting your property access information and are required to maintain confidentiality at all times.
• Access Logging: We maintain records of when and how access information is used for service delivery and security purposes.
• Information Updates: We promptly update or delete access information when you request changes or terminate services.

7. Your Rights

Under British Columbia's PIPA (and PIPEDA where applicable), you have the right to request access to the personal information we hold about you, request corrections if it is inaccurate or incomplete, and withdraw your consent to certain data uses, subject to legal and contractual restrictions.

To exercise your rights, please contact us using the details below. We will respond within the time limits required by law.

8. Cookies and Tracking

Our website may use cookies, pixels, and similar technologies to improve your experience, analyze usage, and personalize services. You can manage cookie preferences through your browser settings. Some features may not function properly if you disable cookies.

9. Children's Privacy

Our services are not directed to children under 13, and we do not knowingly collect personal information from them. If we become aware of data collected from a child without verifiable parental consent, we will delete it promptly.

10. Cross-Border Data Transfers

If your personal information is transferred outside of British Columbia or Canada (e.g., to third-party service providers), we ensure that adequate safeguards are in place, consistent with applicable privacy laws.

11. Employee Screening and Training

• Background Checks: All Reclaim Home Services employees undergo comprehensive background checks before being granted access to customer homes and personal information.
• Privacy Training: Our employees receive regular training on privacy protection, data handling procedures, and confidentiality requirements, including incident reporting.
• Ongoing Monitoring: We maintain ongoing oversight of employee compliance with our privacy and security standards through regular reviews and assessments.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or for other operational reasons. Updates will be posted on our website with the revised effective date. If significant changes are made, we will notify you where required by law.

13. Contact Us

This Privacy Policy is intended to comply with the Personal Information Protection Act (PIPA) of British Columbia, the Personal Information Protection and Electronic Documents Act (PIPEDA) where applicable, and Canada's Anti-Spam Legislation (CASL).