Privacy Policy

We collect only the personal information reasonably necessary to operate our business and provide cleaning services.

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a) Information You Provide Directly

This may include:

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• Name

• Email address

• Phone number

• Service address

• Booking details and service preferences

• Access instructions (e.g., lockbox codes or entry notes)

• Communications with us (email, phone, text, or in-app messages)

• Account information entered through our client portal

You may choose not to provide certain information; however, this may limit our ability to provide services.

b) Payment Information

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All payments are processed securely through Stripe, a third-party payment processor.

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Cascade Cleaning does not store full credit card numbers or CVV data on its own systems. Invoices, receipts, and payment records may be stored within our booking and management software for accounting, reconciliation, and record-keeping purposes.

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Stripe’s handling of personal information is governed by its own privacy policy.

c) Automatically Collected Information

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When you visit our website or use our booking tools, we may automatically collect limited technical information, such as:

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• IP address

• Browser type

• Device and operating system information

• Pages visited and interactions

• Approximate location (city or regional level)

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This information is used for website functionality, security, analytics, advertising measurement, and service improvement.

Our website is hosted on Wix, which provides website infrastructure, hosting, security monitoring, and performance optimization. Wix may collect technical and usage information through cookies or similar technologies required to operate and secure the website.

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We also use ConvertLabs to manage bookings, the client portal, internal operations, and the mobile application used by our cleaning professionals.

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Personal information processed through these systems may be stored or processed outside of Canada, including in the United States. As a result, such information may be subject to the laws of those jurisdictions, including lawful access by government authorities.

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We rely on contractual, technical, and organizational safeguards designed to protect personal information in accordance with this Privacy Policy and applicable law. Clients may request additional information about these safeguards by contacting us.

We use personal information for the following purposes:

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• To provide, schedule, and manage cleaning services

• To process payments and manage billing

• To communicate regarding appointments, changes, issues, or updates

• To allow clients to manage services through the client portal

• To support quality assurance, training, and internal documentation

• To improve our services, website, systems, and customer experience

• To deliver and measure advertising and marketing campaigns, where consent is provided or where permitted by applicable law

• To comply with legal, tax, insurance, and regulatory obligations

• To protect the safety and security of our clients, staff, and contractors
   

We do not sell personal information.

Where available, clients may access a secure client portal powered by ConvertLabs to:

• View upcoming or past appointments

• Request changes or cancellations

• Update payment methods

• Manage recurring service preferences

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You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted through your account. Please notify us promptly if you suspect unauthorized access.

a) Operational Photos

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As part of our services, cleaning professionals may take photos within your home for legitimate business purposes, including:

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• Quality assurance

• Training and performance review

• Documenting pre-existing damage or service-related issues

• Internal records
   

These photos are uploaded directly to authorized company systems. Cleaning professionals are prohibited from storing photos on personal devices or using them for any personal or unauthorized purpose.

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If personal or identifying items are incidentally captured, access to such images is restricted, and they may be deleted or obscured where appropriate.

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b) Marketing Photos (Separate Consent)

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Photos used for marketing or promotional purposes (including our website, social media, or advertisements) will only be used with explicit client consent, typically provided through the client portal or another clear opt-in method.

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We do not intentionally capture or publish:

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• Faces

• Personal documents

• Addresses or mail

• Clearly identifying personal belongings

Clients may withdraw marketing consent at any time.

We may share personal information only as necessary to operate our business, including with:

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• Service providers, such as:

  • Website hosting (Wix)

  • Booking, client portal, and operational systems (ConvertLabs)

  • Payment processing (Stripe)

  • Analytics and advertising platforms

• Cleaning professionals, limited to the information reasonably necessary to safely and effectively perform assigned services

• Legal or regulatory authorities, where required by law

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Service providers and cleaning professionals are contractually required to protect personal information, limit its use to authorized business purposes, and maintain appropriate confidentiality and security safeguards.

A list of key service providers can be provided upon request.

We use cookies and similar technologies to:

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• Enable core website functionality and security

• Understand how visitors use our website

• Measure and improve advertising effectiveness

• Support retargeting and marketing campaigns
   

This may include tools such as Google Analytics, Google Tag Manager, Google Search Console, Microsoft Clarity or Hotjar, and advertising platforms such as Google Ads and Meta.

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These technologies may result in advertising being shown to individuals who have previously visited our website or interacted with our services.

Where required by law, we obtain consent for non-essential cookies and advertising technologies. You may manage or opt out of interest-based advertising through platform-specific settings (such as Google Ads Settings or Meta Ad Preferences) or through your browser settings. Disabling cookies may affect website functionality.

We retain personal information only as long as necessary for the purposes described in this Privacy Policy.

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• Financial and transactional records are generally retained for up to seven (7) years to meet legal, tax, and insurance requirements.

• Client account and service records are typically retained for the duration of the client relationship and for a reasonable period thereafter, unless earlier deletion is requested and legally permitted.

• Operational records are retained based on business and legal requirements.

When personal information is no longer required, it is securely deleted or anonymized.

We use reasonable administrative, technical, and organizational safeguards to protect personal information from unauthorized access, loss, misuse, or disclosure.

While we take privacy and security seriously, no system is entirely risk-free. In the event of a data breach that poses a real risk of significant harm, we will notify affected individuals and regulatory authorities as required by law.

Our services are not directed to children, and we do not knowingly collect personal information directly from children.

Clients are responsible for ensuring they have the authority to provide personal information about other individuals (such as co-occupants) where necessary for service delivery.

Subject to applicable law, you have the right to:

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• Request access to your personal information

• Request corrections to inaccurate or incomplete information

• Withdraw consent, where legally permitted

• Ask questions about how your personal information is handled

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Requests may be submitted using the contact information below. We may need to verify your identity before responding.

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We aim to respond to access or correction requests within 30 days, subject to permitted extensions under applicable law.

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If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.

Our marketing and electronic communications comply with Canada’s Anti-Spam Legislation (CASL). You may unsubscribe from marketing communications at any time using the method provided in the message or by contacting us directly.

We may update this Privacy Policy from time to time. The most current version will always be posted on our website with the updated date.

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Where required by law, we will provide additional notice of material changes.

If you have questions or concerns about this Privacy Policy or how your personal information is handled, please contact:

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Cascade Cleaning Company
Email: privacy@cascadecleaning.ca
Ontario, Canada