Privacy Policy

1. About this policy and who we are

This website (the “Site”) is owned and operated by Trusted Appliance Repair (“we,” “us,” or “our”). Through the Site we connect homeowners who need appliance repair services with an independent local appliance repair company (the “Service Provider”).

We are not the Service Provider, and we do not carry out the repair or installation work advertised here. When you get in touch through the Site, your inquiry is passed to the Service Provider so that they can respond to you directly.

This policy sets out what personal information we collect through the Site and our phone lines, why we collect it, who receives it, and what rights and choices are available to you. It is written to meet our obligations under Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and, where they apply, the substantially similar provincial laws of British Columbia and Alberta, along with Quebec’s Law 25.

2. What personal information we collect

We collect only what is needed to connect you with the Service Provider and to keep the Site running.

Information you give us directly

• When you send us a contact or quote form: your name, phone number, email address, and whatever details you choose to include in your message, which may cover your address or a description of the work you need.
• When you call a phone number shown on the Site: your phone number, the date, time, and length of the call, and a recording of that call. Section 4 explains this in full.

Information we collect automatically

• Technical and usage details such as your IP address, your device and browser type, which pages you look at, and how you arrived at the Site. This comes to us through cookies and similar tracking technologies and through analytics and call-tracking tools. Section 7 has the detail.

We do not set out to collect sensitive information such as health or financial details, and we ask that you leave anything of that kind out of your message.

3. Why we use your information

Your personal information is used to:

• pass your inquiry to the Service Provider so they can contact you and quote or carry out the work;
• answer your questions and act on your requests;
• monitor and improve the quality of calls and of the Site, as covered in Section 4;
• keep the Site secure and guard against fraud or misuse; and
• meet our legal and regulatory obligations.

We use your information only for the purposes described above, or for a purpose you would reasonably regard as consistent with them. Should we ever want to use it for something new, we will ask your consent first.

4. Call recording

Calls to the phone numbers shown on the Site may be recorded for quality-assurance and training purposes. Those are the only purposes we use recordings for. We do not use them for marketing, sales scoring, or anything else.

You will hear a notice before or at the start of your call telling you that it may be recorded. Carrying on with the call after that notice means you are consenting to the recording. If you would rather not be recorded, there is another way to reach the Service Provider: send the contact form on the Site, or ask for a call back by email at info@trustedappliancerepair.ca, and we will set up an unrecorded means of contact.

You can ask to hear a recording of your own call by contacting us with the details in Section 12.

5. How we share your information

Your personal information is shared only as set out below. We do not sell your personal information.

• With the Service Provider. When you send an inquiry or place a call, the contact details and inquiry information you gave us are shared with the independent local Service Provider so they can get back to you. Once your information reaches the Service Provider, their own privacy practices govern what they do with it.
• With our service providers (processors). We rely on trusted vendors to run the Site and our phone lines, including website hosting, form tools, analytics providers, and our telephone and call-recording provider, which handles call routing and recording on our behalf. They may access personal information only to perform services for us, and they are required to protect it.
• For legal reasons. We may disclose information where the law requires it, to comply with legal process, to enforce our Terms of Service, or to protect the rights, safety, or property of any person.
• In a business transfer. If our business or the Site is sold or transferred, personal information may move as part of that transaction, subject to this policy.

6. Where your information is stored and cross-border transfers

Some of our vendors, our call provider among them, store or process personal information on servers outside your province or outside Canada, including in the United States. Where information is handled in another country, the courts, law enforcement, and authorities of that country may be able to access it under their own laws. By using the Site you acknowledge that transfer. You are welcome to contact us for details of our safeguards and of the countries where your information may be processed.

7. Cookies, analytics, and tracking technologies

The Site uses cookies and similar technologies, analytics and call-tracking scripts among them, which can identify your device, recognize repeat visits, and help us see how the Site is used and which marketing sources bring visitors in. These technologies may allow identification, location, or profiling of your device.

You can control or refuse cookies through your browser settings, and where required we show a cookie banner that lets you accept or decline non-essential tracking. Declining non-essential cookies will not prevent you from sending an inquiry.

8. How long we keep your information

Personal information is kept only as long as the purposes in this policy require, or as long as the law requires. Inquiry and form data is held for 12 months, and call recordings are held for 12 months, after which they are securely deleted or de-identified.

9. How we protect your information

We apply reasonable physical, technical, and organizational safeguards suited to how sensitive the information is, including access controls, encryption in transit, and vendor agreements, to protect against loss, theft, and unauthorized access, use, or disclosure. No method of transmission or storage is ever completely secure, but we work to protect your information and to keep the number of people who can reach it small.

10. Your privacy rights

Subject to applicable law and to certain legal exceptions, you have the right to:

• access the personal information we hold about you and learn how it has been used and disclosed;
• correct information that is wrong or incomplete;
• withdraw your consent to our use of your information, which may mean we can no longer connect you with a Service Provider;
• withdraw consent to call recording by using one of the alternative contact methods in Section 4; and
• make a complaint about the way we handle your information.

Additional rights for Quebec residents (Law 25). If you are in Quebec, you may also request the deletion or de-indexing of certain information, receive the computerized personal information you gave us in a structured, commonly used technological format (data portability), and be told of and object to any decision made solely by automated processing. We do not make automated decisions about you.

To act on any of these rights, contact us with the details in Section 12. We will reply within the time the law allows, and we may need to confirm your identity first.

11. Children’s privacy

The Site is meant for adults looking for services and is not aimed at children. We do not knowingly collect personal information from children. If you think a child has given us information, contact us and we will delete it.

12. Contact us and how to complain

Questions, requests, and complaints about your privacy can go to our Privacy Officer:

If our response does not satisfy you, you can contact the Office of the Privacy Commissioner of Canada (priv.gc.ca), or, if you are in Quebec, the Commission d’accès à l’information du Québec (cai.gouv.qc.ca). Residents of British Columbia and Alberta may contact their provincial Information and Privacy Commissioner.

13. Changes to this policy

This policy may be updated from time to time. When it is, we will change the “Last updated” date at the top and, where the change matters, post a notice on the Site. Continuing to use the Site after an update means you accept the revised policy.