# Privacy Policy
**Last Updated: September 15, 2026**
North Shore Plumbing and Heating Company Ltd. (“North Shore Plumbing & Heating,” “we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information entrusted to us.
This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit **northshoreplumbingandheating.com**, contact us, request an estimate, book an appointment, communicate with our team, or purchase or receive our plumbing, heating, cooling, gas fitting, or related services.
We handle personal information in accordance with applicable Canadian privacy laws, including British Columbia’s **Personal Information Protection Act (PIPA)**.
## 1. Personal Information We Collect
The personal information we collect depends on how you interact with us and may include:
– Name
– Home or service address
– Mailing address
– City and postal code
– Telephone and mobile number
– Email address
– Preferred method of contact
– Appointment and scheduling information
– Information about your property, equipment, plumbing, heating, cooling, gas, or HVAC systems
– Details, photographs, documents, or other information you provide regarding a service request
– Estimates, invoices, service history, warranty information, and customer records
– Payment and transaction information
– Communications with our office, technicians, or other representatives
– Feedback, reviews, and customer-service correspondence
– Information submitted through website forms, online booking systems, email, telephone, SMS/text messaging, or other communication channels
We only collect personal information that is reasonably necessary for our business activities and the services we provide.
## 2. Information Collected Automatically
When you visit our website, certain technical information may be collected automatically, including:
– Internet Protocol (IP) address
– Browser type and version
– Device type
– Operating system
– Pages visited
– Referring website or source
– Date and time of visits
– Time spent on pages
– General geographic information derived from an IP address
– Website interactions and navigation activity
– Cookie and similar technology identifiers
We may use analytics and website-performance tools to understand how visitors use our website and to improve its functionality, performance, security, and user experience.
## 3. How We Use Personal Information
We may use personal information to:
– Respond to inquiries and requests
– Provide estimates and quotations
– Schedule and manage appointments
– Provide plumbing, heating, cooling, HVAC, gas fitting, maintenance, repair, and installation services
– Communicate regarding appointments, technician arrivals, scheduling changes, estimates, invoices, payments, warranties, permits, rebates, or service recommendations
– Maintain service and customer records
– Process payments and transactions
– Administer warranties and manufacturer registrations
– Provide customer support and follow-up service
– Coordinate work with suppliers, manufacturers, subcontractors, inspectors, municipalities, utilities, or other parties when reasonably required to provide the requested service
– Improve our website, services, operations, and customer experience
– Conduct internal accounting, administrative, reporting, and business operations
– Prevent fraud, misuse, security incidents, or other unlawful activity
– Comply with legal, regulatory, insurance, taxation, licensing, safety, and record-keeping requirements
– Send promotional or informational communications where permitted by law
We will not use personal information for purposes that a reasonable person would consider inappropriate in the circumstances.
## 4. Consent
Where required, we obtain consent for the collection, use, and disclosure of personal information.
Consent may be express or implied depending on the circumstances and the sensitivity of the information.
For example, when you voluntarily provide your name, telephone number, email address, property address, and details about a service request, we may use that information to respond to your inquiry, prepare an estimate, schedule service, perform the requested work, and communicate with you about that work.
You may withdraw your consent to certain uses of your personal information, subject to legal, contractual, or operational restrictions. Withdrawal of consent may affect our ability to provide certain services.
## 5. Online Booking and Contact Forms
When you submit an inquiry, request an estimate, or book service through our website, we may collect the information you provide to process your request and communicate with you.
Please avoid submitting unnecessary sensitive personal information through website forms, email, or text message.
## 6. Cookies and Similar Technologies
Our website may use cookies and similar technologies.
Cookies are small files stored on your device that can help websites function properly, remember preferences, measure website activity, improve performance, and understand how visitors interact with a website.
We may use:
– **Essential cookies** required for website functionality and security
– **Analytics cookies** to understand website traffic and usage
– **Functional cookies** to remember preferences or improve website features
– **Advertising or marketing technologies**, where applicable, to measure advertising effectiveness or provide more relevant advertising
You can control or disable cookies through your browser settings. Disabling certain cookies may affect the operation or functionality of portions of the website.
## 7. Analytics and Third-Party Services
We may use reputable third-party service providers to help operate our website and business. These may include providers of:
– Website hosting
– Website analytics
– Online booking and scheduling
– Customer relationship and field-service management
– Email and SMS/text communications
– Payment processing
– Financing
– Accounting
– Cloud storage
– Customer reviews and feedback
– Advertising and marketing
– Cybersecurity and fraud prevention
These service providers may process personal information on our behalf where reasonably necessary to provide their services.
We expect service providers handling personal information on our behalf to use appropriate safeguards and to process information only for authorized purposes.
## 8. Payment Information
When you make a payment, payment information may be processed through third-party payment processors or financial institutions.
North Shore Plumbing & Heating does not necessarily receive or retain complete credit or debit card information when transactions are processed through a third-party payment provider.
Payment information is subject to the security and privacy practices of the applicable payment provider or financial institution.
## 9. Email and SMS/Text Communications
We may communicate with customers by telephone, email, or SMS/text message for purposes such as:
– Appointment confirmations and reminders
– Scheduling and technician updates
– Estimate and invoice notifications
– Service follow-ups
– Warranty information
– Customer-service communications
– Other communications relating to services you requested
We may also send promotional or commercial electronic communications where we have the consent or other legal authority required to do so.
You may unsubscribe from promotional electronic communications using the unsubscribe mechanism provided in the communication or by contacting us.
Transactional or service-related communications necessary to administer an existing appointment, service, transaction, warranty, or customer relationship may continue where permitted or required by law.
## 10. When We May Share Personal Information
We do not sell personal information.
We may disclose personal information when reasonably necessary to:
– Employees and authorized representatives who require the information to perform their duties
– Contractors or subcontractors assisting with requested services
– Equipment manufacturers or distributors for warranty registration, warranty claims, technical support, or equipment-related services
– Payment processors and financial institutions
– Financing providers when financing is requested
– Software, hosting, communications, analytics, and other technology providers
– Municipalities, inspectors, utilities, regulatory bodies, or authorities when necessary for permits, inspections, rebates, compliance, or requested work
– Professional advisers such as accountants, insurers, auditors, or legal counsel
– Law enforcement, courts, regulators, government agencies, or other parties when disclosure is required or permitted by law
We may also disclose information as part of a proposed or completed business transaction such as a merger, acquisition, financing, restructuring, or sale of all or part of a business, subject to applicable privacy requirements.
## 11. Information Processed Outside Canada
Some of our service providers may store or process information outside British Columbia or Canada.
When personal information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction and may be accessible to courts, law enforcement, or governmental authorities in accordance with applicable local laws.
We take reasonable steps when selecting service providers that handle personal information on our behalf.
## 12. Information Security
We use reasonable administrative, technical, and physical safeguards designed to protect personal information against risks including:
– Unauthorized access
– Unauthorized collection, use, or disclosure
– Loss or theft
– Copying
– Modification
– Destruction or improper disposal
Access to personal information is limited to employees, contractors, and service providers who reasonably require access for legitimate business purposes.
No internet transmission, electronic storage system, or security system can be guaranteed to be completely secure. Accordingly, while we take reasonable precautions to protect personal information, absolute security cannot be guaranteed.
## 13. Retention of Personal Information
We retain personal information only for as long as reasonably necessary to:
– Provide services
– Maintain service and warranty records
– Complete transactions
– Resolve disputes or customer-service matters
– Meet accounting, taxation, insurance, regulatory, warranty, and legal requirements
– Fulfil the purposes for which the information was collected
When personal information is no longer reasonably required, we will securely destroy, delete, or anonymize it, subject to applicable legal and business requirements.
## 14. Accuracy of Information
We make reasonable efforts to ensure personal information used to make decisions affecting individuals is accurate and complete.
Customers are encouraged to notify us if their contact information or other personal information changes.
## 15. Accessing or Correcting Your Personal Information
Subject to applicable law, you may request access to personal information about you that is under our control.
You may also request correction of personal information that you believe is inaccurate or incomplete.
We may need to verify your identity before processing an access or correction request.
Certain information may be withheld where permitted or required by law, including information relating to another individual, information protected by legal privilege, or information that cannot lawfully be disclosed.
## 16. Children’s Privacy
Our website and services are intended primarily for homeowners, property managers, businesses, and other adults seeking plumbing, heating, cooling, HVAC, or related services.
We do not knowingly collect personal information from children through our website for marketing purposes.
## 17. Third-Party Websites
Our website may contain links to websites or services operated by third parties.
We are not responsible for the privacy, security, content, or practices of third-party websites. We encourage users to review the privacy policies of third-party services before providing personal information.
## 18. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes to our business practices, technology, services, legal requirements, or privacy practices.
The most current version will be posted on this page with the applicable “Last Updated” date.
We encourage visitors to review this Privacy Policy periodically.
## 19. Privacy Questions, Requests, or Complaints
North Shore Plumbing & Heating is responsible for personal information under its control.
Questions, concerns, requests for access or correction, withdrawal of consent requests, or privacy complaints may be directed to our designated Privacy Officer:
**Privacy Officer**
**North Shore Plumbing and Heating Company Ltd.**
977 West 1st Street
North Vancouver, BC V7P 1A4
Canada
**Email:** info@northshoreplumbingandheating.com
**Phone:** 604-988-1840
Please include sufficient information for us to understand and respond to your request. We may request additional information where necessary to verify your identity or locate the relevant records.
We will review and respond to privacy inquiries and complaints in accordance with applicable privacy laws.
