Privacy Policy

1. Information We Collect

We collect personal information only when it is necessary to provide you with plumbing services or to improve your experience on our website. To book a service or reach our team, visit our contact page.

Information You Provide Directly

When you contact us through our website contact form, request a quote, or book a service call by phone, we may collect:

• Name — first and last name, as provided
• Service address — the property address where plumbing services are required
• Phone number — to confirm bookings, provide updates, and follow up after service
• Email address — for booking confirmations, invoices, and optional communications
• Payment information — for invoicing and payment processing (credit/debit card details are processed by our payment processor and are not stored on our servers)
• Service description — details about your plumbing issue as described in your request

Information Collected Automatically

When you visit our website, certain technical information is collected automatically:

• IP address — used for security monitoring and approximate geographic location
• Browser type and version — to ensure our website displays correctly for your browser
• Pages visited and time on site — collected via Google Analytics to help us understand how visitors use our website
• Referring website — how you arrived at our website (e.g., from a search engine or a link)
• Device type — whether you are using a desktop, tablet, or mobile device

2. How We Use Your Information

We use the personal information we collect for the following purposes. To learn more about who we are, visit our about page.

• Scheduling and dispatching service calls — to confirm your appointment, dispatch our plumbers to your address, and coordinate arrival times
• Sending booking confirmations and service updates — via phone or email, including pre-arrival notifications and post-service follow-ups
• Billing and invoicing — to generate invoices, process payments, and maintain our financial records as required by Canadian tax law
• Customer service — to respond to your enquiries, complaints, or warranty claims
• Improving our services — aggregated, anonymised analytics data helps us understand which services are most needed and how to improve our website and operations
• Optional marketing communications — with your consent, we may send occasional service reminders or promotions. You may opt out at any time by emailing [email protected] or clicking the unsubscribe link in any marketing email

We do not use your personal information for automated decision-making or profiling that would have significant legal or similar effects on you.

3. Legal Basis for Processing

Emergency Repair Plumbers operates in Ontario, Canada, and our handling of personal information is governed primarily by the Personal Information Protection and Electronic Documents Act (PIPEDA) and Ontario's applicable provincial privacy legislation.

We rely on the following legal bases to collect and use your personal information:

• Consent — Consent is obtained at the point of collection, either through your use of our contact form (which links to this policy), or verbally when you book a service by phone. You have the right to withdraw consent at any time for non-essential uses of your data.
• Contract performance — We must process certain personal information (such as your name, address, and phone number) in order to fulfil the plumbing service agreement with you.
• Legal obligation — We are required by Canadian tax law and other legal obligations to retain certain business records, including invoices containing personal information, for specified periods.
• Legitimate interests — We have a legitimate interest in processing anonymised analytics data to improve our website and service quality, provided this does not override your privacy rights.

4. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law.

• Customer service records (name, address, service history, invoices) — retained for 7 years from the date of last service. This retention period is required under the Income Tax Act (Canada) and related Ontario tax legislation, which require businesses to maintain financial records for a minimum of 6 years; we retain for 7 years as a precautionary measure.
• Contact form submissions — retained for 2 years from the date of submission, or for the duration of any resulting service relationship, whichever is longer.
• Marketing communications data — retained until you opt out of marketing communications, at which point your contact details are removed from our marketing list within 10 business days. Note that your customer service record may still be retained separately per the above retention schedule.
• Website analytics data — Google Analytics data is retained according to Google's standard retention settings. Aggregated, anonymised analytical data may be retained indefinitely as it cannot be used to identify individuals.

When personal information is no longer required, we securely delete or anonymise it.

5. Third-Party Services

We engage trusted third-party service providers to help us operate our business. These providers may receive limited personal information solely for the purpose of performing services on our behalf:

• Google Analytics — We use Google Analytics to understand how visitors use our website. Google Analytics collects anonymised usage data including pages viewed, time on site, and approximate geographic location. Google LLC processes this data in accordance with its own privacy policy at policies.google.com/privacy. You can opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.
• Payment processor — Credit and debit card payments are processed by our third-party payment processor. We do not store your card number, CVV, or other sensitive payment data on our servers. Your payment data is encrypted and processed in accordance with PCI-DSS standards.
• Scheduling and dispatch software — We use field service management software to schedule appointments, dispatch technicians, and manage work orders. Your name, address, phone number, and service details are shared with this system as necessary to deliver your service.

We do not sell, rent, or trade your personal information to any third party for their own marketing or commercial purposes.

6. Your Rights

Under PIPEDA and applicable Ontario privacy law, you have the following rights with respect to your personal information:

• Right to access — You have the right to request a copy of the personal information we hold about you, and to be informed about how it is being used.
• Right to correction — If the personal information we hold about you is inaccurate or incomplete, you have the right to request that it be corrected.
• Right to withdraw consent — Where we rely on consent as the legal basis for processing, you may withdraw that consent at any time for non-essential purposes (such as marketing communications). Withdrawal of consent does not affect the lawfulness of processing that took place before the withdrawal.
• Right to deletion — You may request that we delete your personal information, subject to our legal obligations to retain certain records. We will inform you of any retention obligations that prevent immediate deletion.
• Right to complain — If you believe your privacy rights have been violated, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada at priv.gc.ca.

To exercise any of these rights, please submit your request in writing to [email protected]. We will acknowledge your request within 5 business days and respond fully within 30 days of receipt. If we require more time due to the complexity or volume of requests, we will notify you within the initial 30-day period.

7. Contact Us — Privacy

For any privacy-related questions, data access or correction requests, or concerns about our information-handling practices, please contact our privacy office:

This Privacy Policy was last updated on March 27, 2026. We may update this policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page. We encourage you to review this policy periodically.