Privacy Policy

What is personal information?

Personal information is any recorded information about an identifiable individual — for example your name, home address, phone number, email address, or details about the heating and cooling equipment in your home. This policy explains how H&C Heating and Cooling ("H&C", "we", "us") collects, uses, shares, and protects the personal information of our customers and website visitors.

This policy does not apply to information that has been anonymized so it can no longer identify you, or to the business contact information of people acting in a professional capacity.

What we collect and why

We collect personal information directly from you when you request a quote, book a service call, phone us, or fill out a form on our website. Depending on the request, that may include:

• Your name, phone number, and email address
• Your service address and details about your home (e.g. square footage, existing equipment)
• A description of the work you're asking about (repair, installation, maintenance)
• Billing and payment details needed to invoice completed work

We use this information to respond to your request, schedule and perform work at your home, prepare quotes and invoices, register manufacturer warranties, help you apply for rebates you qualify for, and follow up on the work we've done. With your consent, we may also send you seasonal maintenance reminders or promotions — you can opt out at any time.

How we share your information

We do not sell your personal information. We share it only as needed to run our business:

• Service scheduling and customer management — our booking forms and customer records are managed through Jobber (Jobber Software Inc.). Information you submit through the "Request Service" form goes to our Jobber account so we can respond and schedule your visit.
• Payment processing — payment card details are handled by our payment processors and are not stored on our website.
• Manufacturers and rebate programs — when registering a warranty or submitting a rebate application (e.g. Ontario's Home Renovation Savings Program or Enbridge programs) on your behalf, we provide the information those programs require.
• Subcontractors and suppliers — trusted trades who work with us on your job receive the information needed to complete it, and are held to the same standard of care.
• Legal requirements — we may disclose information when required by law, to respond to lawful requests, to investigate fraud, or in an emergency that threatens someone's safety.

Cookies, analytics & advertising

Our website uses cookies and similar technologies to understand how visitors use the site and to make our advertising more relevant:

• Analytics — we use Google Analytics to measure things like which pages are visited, how long visits last, and roughly where visitors are located. This helps us improve the site.
• Advertising — we may use advertising tags and pixels from platforms such as Meta (Facebook/Instagram) and Google Ads. These allow us to measure the performance of our ads and to show ads to people who have visited our site (often called remarketing). These platforms may set their own cookies and receive information about your visit, which they process under their own privacy policies.

When you first visit our site, a cookie banner lets you accept or decline these optional cookies — analytics and advertising cookies stay off unless you accept, and we remember your choice. You can also control cookies through your browser settings, including blocking or deleting them. You can also manage ad personalization directly with the platforms — through Google's Ads Settings and Meta's Ad Preferences. Declining cookies does not prevent you from browsing our site or contacting us.

Your choices

You may withdraw your consent to our collection and use of your personal information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may limit the services we're able to provide — for example, we can't schedule a service call without an address.

Marketing messages from us always include a way to opt out, or you can simply tell us by email or phone and we'll stop.

Where your information is processed

Some of the service providers we use — including Jobber, Google, and Meta — may store or process information outside of Canada, most commonly in the United States. While in another country, your information is subject to that country's laws and may be accessible to its courts and government authorities.

How we protect and retain your information

We use reasonable physical, electronic, and procedural safeguards to protect personal information against loss, theft, and unauthorized access. Access within H&C is limited to the people who need it to serve you.

We keep personal information only as long as needed for the purposes described here and to meet legal, warranty, and tax obligations. When it's no longer needed, we securely delete or anonymize it.

Access and correction

You have the right to ask what personal information we hold about you, to verify it, and to have it corrected if it's inaccurate. Send your request in writing to info@handc.ca — we may need to confirm your identity before releasing information. In limited situations required or permitted by law (for example, where records contain another person's information), access may be restricted.

Children

Our website and services are directed at homeowners and businesses, not children. We do not knowingly collect personal information from anyone under 16.

Updates to this policy

We review this policy periodically and post the current version on this page, with the date it was last updated. Significant changes will be flagged on our website.

Questions or concerns

We follow the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws. If you have a question, concern, or complaint about how we handle your personal information, contact us and we'll do our best to resolve it promptly:

• Email: info@handc.ca
• Phone: 1-855-539-4328 (toll-free, 24/7)

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