Privacy Policy

Canadian Insulation Experts ("Canadian Insulation Experts," "we," "our," or "us") respects your privacy. This Privacy Policy explains what personal information we collect when you visit our website, request a quote, book an in-home assessment, or hire us to perform work; how we use that information; who we share it with; and the choices available to you.

This policy is written to comply with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada's Anti-Spam Legislation (CASL). We serve residential customers in Ontario.

1. Who we are and who is accountable

Canadian Insulation Experts
244 Bartley Drive
North York, Ontario M4A 1G1
Canada

Phone: +1 (416) 990-4555
Email: support@canadianinsulationexperts.com
Website: canadianinsulationexperts.com

As required by PIPEDA, we have designated an individual who is accountable for our compliance with this policy and with Canadian privacy law:

Mohammed Masri, Privacy Officer
Email: support@canadianinsulationexperts.com
Phone: +1 (416) 990-4555

All privacy questions, access requests, correction requests, consent withdrawals, and complaints should be directed to the Privacy Officer using the contact details above. We will respond within 30 days of receiving your request.

2. What this policy covers

This policy applies to personal information we collect from:

• Visitors to our website
• People who call, email, text, or message us through social media
• People who request a quote or book an in-home assessment
• Customers who hire us to perform work
• People who refer business to us or are referred to us

This policy does not cover:

• Personal information about our employees, sales agents, and contractors in their capacity as workers. That information is handled under our internal employment practices.
• Business contact information (name, title, business address, business phone) used solely to communicate with someone in their professional capacity.
• Third-party websites we link to. Those sites have their own privacy policies.

3. Information we collect

3.1 Information you give us directly

When you contact us, request a quote, book an assessment, or hire us for work, we collect:

• Identity and contact information — your name, email address, phone number(s), mailing address, and the address of the property to be serviced.
• Property information — the type, age, size, and condition of the property; attic and basement measurements; existing insulation type and depth; ventilation conditions; air leakage points; moisture or mould findings; and similar details recorded during an in-home assessment.
• Service information — the work you asked us to quote, the quote we provided, the work we performed, materials used, warranty details, and service history.
• Photographs and images — see Section 4.
• Payment and billing information — invoice records, deposits, and payment status. Card payments are processed by our third-party payment processor. We do not see or store your full credit card number.
• Communications — the content of emails, text messages, web form submissions, and social media messages you exchange with us, and notes our staff make about phone conversations.
• Rebate and program information — where you ask us to help with a government or utility energy rebate program, the information that program requires.

3.2 Information we collect automatically when you visit our website

• Device and browser information — IP address, browser type and version, operating system, device type, screen size, and language settings.
• Usage information — pages viewed on canadianinsulationexperts.com, time spent on pages, links clicked, form interactions, the page that referred you to us, and approximate location at the city level derived from your IP address.
• Cookies and similar technologies — see Section 10.
• Advertising click identifiers — when you reach our website from a Google or Facebook/Instagram advertisement, the advertising platform adds an identifier to the web address (such as gclid, fbclid, or UTM parameters). We record this identifier and store it with any enquiry you submit so we can measure which advertisements produce real customers.

3.3 Information we receive from other sources

• Google and Meta (Facebook/Instagram) — aggregated reporting on how our advertisements performed. Where you contact us through an advertising platform's lead form or click-to-call feature, the platform passes us the contact details you entered.
• Referrals — where an existing customer, business partner, or trade partner refers you to us, we receive your name and contact details from them. We expect anyone referring business to us to have your permission before passing on your information.
• Publicly available sources — such as property listings or public records, where relevant to preparing an accurate quote.

4. Photographs and images of your property

Insulation work requires visual documentation. During assessments and jobs we take photographs and, occasionally, video of the areas we work in — typically attics, basements, crawl spaces, exterior walls, and the surrounding work area.

We use these images for two separate purposes, and they are treated differently.

4.1 Job documentation (part of the service)

Images are taken to record existing conditions, document problems we find, support the quote we give you, show the completed work, and support warranty and insurance claims. These images are part of your job file and are retained as described in Section 14. Taking and keeping these images is a normal and necessary part of the service you have engaged us to provide.

4.2 Marketing use (requires your separate permission)

We may wish to publish "before and after" images of completed work on our website, on Facebook, on Instagram, on Google Business Profile, or in advertising.

We will not publish any image of your property for marketing purposes without your express permission. We ask for this permission separately from your service agreement, and you may decline without affecting the work we do for you or the price you pay.

Where you do give permission:

• We do not publish your name, street address, or any information that identifies your specific property alongside the image.
• We remove or blur personal belongings, documents, photographs, and other identifying items visible in the frame wherever it is practical to do so.
• You may withdraw your permission at any time by contacting our Privacy Officer. We will remove the image from any platform we control within 30 days. Please note that images already shared, downloaded, or re-posted by others may remain in circulation beyond our control, and images distributed through advertising platforms may take additional time to fully clear.

If you would prefer that we take no photographs beyond what is strictly required for the job, tell your assessor at the time of the visit and we will limit our documentation accordingly.

5. How we use your information

We use your personal information to:

• Provide our services — respond to enquiries, prepare quotes, schedule and perform in-home assessments, complete insulation work, register and honour warranties, and invoice for work performed.
• Communicate with you — confirm appointments, send quotes and agreements, answer questions, notify you when our crew is on the way, follow up after a job, and handle warranty or service issues.
• Administer rebate applications — where you have asked us to assist with an energy rebate or incentive program.
• Operate and improve our business — train our staff, review the quality of our work, understand how visitors use our website, and improve our service.
• Advertise our services — measure which advertising campaigns produce genuine customers so we can spend our advertising budget sensibly. See Section 11.
• Protect our business — prevent and investigate fraud, error, and theft, establish and defend legal claims, and protect the safety of our staff and customers.
• Meet legal obligations — retain records required for tax, consumer protection, workplace safety, and insurance purposes, and respond to lawful requests from government authorities.

We will not use your personal information for a purpose that is materially different from those listed above without first telling you and, where required, obtaining your consent.

6. Consent

6.1 How we obtain consent

Under PIPEDA, we collect, use, and disclose your personal information with your consent, except where the law permits or requires us to act without it. Consent may be express, implied, or deemed, depending on the sensitivity of the information and the circumstances.

• Express consent is given actively — for example, by ticking a consent box when you submit a form on our website, replying YES to a text message, or telling us in writing that we may publish a photograph of your project. We seek express consent for marketing communications and for marketing use of images.
• Implied consent is reasonably inferred from your actions. For example, when you submit a quote request form, call us about a job, or hire us to perform work, we take that as consent to collect and use your information for the purposes described in Section 5.
• Deemed consent applies where we offer you a clear opportunity to opt out of a specific use and you do not take it.

When we collect personal information, we will explain the purpose at or before the time of collection. Our website forms include a notice at the point of submission, linking to this policy, so you know what you are agreeing to before you send us your information.

6.2 Withdrawing consent

You may withdraw or change your consent at any time, subject to legal and contractual limits, by contacting our Privacy Officer (Section 1). We will explain the consequences before acting on your request.

Please be aware:

• Withdrawing consent to marketing communications will stop promotional email and text messages, but we will still send messages necessary to complete work you have engaged us for.
• Withdrawing consent to the collection and use of information needed to perform a job may mean we can no longer provide the service, honour a warranty, or complete a rebate application.
• We cannot delete records we are legally required to keep, such as invoices and tax records. Those are retained for the periods set out in Section 14 and are not used for any other purpose.

6.3 When we may act without consent

The law permits us to collect, use, or disclose personal information without consent in limited situations, including where it is required by law, necessary to investigate a breach of an agreement or a contravention of law, necessary to respond to an emergency threatening someone's life, health, or security, or where the information is already publicly available as defined by PIPEDA.

7. Who we share your information with

We do not sell your personal information, and we do not rent, trade, or otherwise disclose it to third parties for their own marketing purposes.

We share limited information only as set out below:

8. People and companies who work on our behalf

Some functions are performed for us by other people and companies — for example, administrative support, materials suppliers, and, from time to time, trade contractors engaged to assist on a job.

Where this happens:

• They receive only the information they need to do the task, and nothing more.
• They are required to use that information only for the purpose we gave it to them for.
• They are required to protect it to a standard comparable to our own.
• They are not permitted to use your information for their own marketing or to disclose it to anyone else.

We remain accountable to you for personal information transferred to anyone working on our behalf. If you have a concern about how any of them handled your information, raise it with our Privacy Officer and we will deal with it.

9. Storage and processing outside Canada

Some of the software and service providers we rely on store and process information on servers located outside Canada, primarily in the United States.

This means your personal information may be subject to the laws of those countries. In particular, information stored in the United States may be accessed by United States courts, law enforcement, and national security authorities under the laws of that country, and that access may occur without notice to you and without your consent.

We require our service providers to apply appropriate contractual and technical safeguards to protect your information regardless of where it is stored.

If you would like more detail about our practices in relation to service providers outside Canada, contact our Privacy Officer (Section 1).

10. Cookies and similar technologies

A cookie is a small text file stored on your device by your browser. We and our advertising and analytics partners use cookies and similar technologies on canadianinsulationexperts.com.

How we give notice

We do not display a pop-up cookie banner when you arrive at our website. Instead, we give notice of our use of cookies and tracking technologies through this policy, which is linked from every page of our site, and through a notice presented at the point you submit an enquiry form.

Your choices

• Browser settings — every major browser allows you to block or delete cookies, and to browse in private mode. Check your browser's help pages for instructions.
• Platform opt-outs and industry opt-out tools — see Section 11.
• Contact us — you can ask our Privacy Officer to stop using your information for advertising measurement at any time.

Blocking cookies will not prevent you from using our website or contacting us. It will mean we cannot measure how our advertising performed.

11. Advertising, remarketing, and analytics

We advertise our services on Google and on Meta platforms (Facebook and Instagram), and we use analytics tools to understand how our website is used.

11.1 Google

We use Google Ads conversion tracking and Google Analytics. We use Google Analytics Advertising Features, including remarketing, which means that after you visit our website you may see our advertisements on other websites and apps in the Google advertising network. We and third-party vendors, including Google, use first-party cookies (such as the Google Analytics cookie) and third-party cookies together to report on how our advertisements and website interact.

Google's use of information from sites and apps that use its services is described here: policies.google.com/technologies/partner-sites

You can opt out:

• Google Ads personalisation: adssettings.google.com
• Google Analytics browser opt-out add-on: tools.google.com/dlpage/gaoptout

11.2 Meta (Facebook and Instagram)

We use the Meta Pixel to measure the results of our advertising and to show advertisements to people who have visited our website or engaged with our content.

You can opt out through your Facebook or Instagram account under Settings → Ads → Ad Preferences.

11.3 Industry opt-out tools

You can opt out of interest-based advertising from many participating companies at once:

• Digital Advertising Alliance of Canada: youradchoices.ca/choices
• Network Advertising Initiative: optout.networkadvertising.org

11.4 Hashed identifiers

Where we upload customer contact details to an advertising platform to measure results, we use hashed identifiers — a one-way encoding of an email address or phone number. The platform receives the encoded value, not your actual email address or phone number, and the encoding cannot be reversed to reveal the original. We do this only to measure advertising performance.

12. Do Not Track and Global Privacy Control

Web browsers may offer a "Do Not Track" setting. There is currently no common industry standard for how websites should respond to it, and our website does not respond to Do Not Track signals.

Where our website receives a recognised Global Privacy Control (GPC) signal, we treat it as a request to disable non-essential advertising and analytics cookies for that browser.

Regardless of these signals, you can always control tracking through the options in Sections 10 and 11, or by contacting our Privacy Officer directly.

13. Email and text messages

We send two kinds of electronic messages.

13.1 Service messages

These relate to work you have asked us to do — appointment confirmations and reminders, quotes and agreements, crew arrival notifications, invoices, warranty notices, and replies to your questions. These are part of the service and are sent regardless of your marketing preferences.

13.2 Marketing messages

These include promotions, seasonal advice, rebate program updates, and service reminders. We send these in accordance with CASL:

• We rely on implied consent for six months after you enquire about our services, and for two years after you last hired us for work.
• We rely on express consent in all other cases. You can give express consent by ticking the consent box on our website forms, or by replying YES to one of our text messages.
• Every marketing email includes a working unsubscribe link and our business name and address.
• You can stop text messages at any time by replying STOP. Reply HELP for assistance. Message and data rates may apply. Message frequency varies.
• You can withdraw consent to all marketing communications by emailing support@canadianinsulationexperts.com or calling +1 (416) 990-4555. We will action your request within 10 business days.

13.3 Mobile numbers and text messaging consent

Mobile phone numbers collected for text messaging, and consent to receive text messages, are never shared with or sold to third parties or affiliates for their marketing purposes. Phone numbers are shared with our text messaging service provider only for the purpose of delivering messages to you, and with no one else for marketing purposes.

14. How long we keep your information

We keep personal information only as long as we need it for the purposes described in this policy, or as long as the law requires. After that, we securely delete it or remove any information that identifies you.

15. Keeping your information accurate

We rely on the information you give us being accurate and current — a wrong address or phone number can mean a missed appointment or a failed warranty claim.

Please tell us when your contact details change. If you believe any information we hold about you is inaccurate or incomplete, contact our Privacy Officer and we will correct it. Where a correction is material and the information has been shared with a third party, we will notify that third party of the correction where it is appropriate to do so.

16. Your rights

Under PIPEDA, you have the right to:

• Know what personal information we hold about you, how we use it, and who we have shared it with.
• Access that information and receive a copy.
• Correct information that is inaccurate, incomplete, or out of date.
• Withdraw consent to our continued use of your information, subject to the limits described in Section 6.2.
• Complain about how we have handled your personal information.

How to make a request

Email support@canadianinsulationexperts.com with "Privacy request" in the subject line, or write to our Privacy Officer at the address in Section 1. Tell us what you would like us to do.

• We will confirm receipt and respond within 30 days.
• We may need to verify your identity before releasing or changing information. This protects you.
• Access to information is provided free of charge in the ordinary course. If a request is unusually extensive and a fee would apply, we will tell you the estimated cost in advance and give you the opportunity to withdraw or narrow the request.
• In limited circumstances the law permits or requires us to refuse access — for example, where doing so would reveal personal information about another individual, or where the information is subject to legal privilege. If we refuse, we will tell you why and explain your options.

17. Complaints and challenging our compliance

If you have a concern about how we have handled your personal information, we want to hear it directly first.

Step 1 — Contact our Privacy Officer.

Mohammed Masri, Privacy Officer
Email: support@canadianinsulationexperts.com
Phone: +1 (416) 990-4555
Address: 244 Bartley Drive, North York, Ontario M4A 1G1

We will acknowledge your complaint, investigate it, and report the outcome to you in writing within 30 days. Where a complaint is justified, we will take appropriate steps to correct the problem, including amending our policies and practices if necessary.

Step 2 — Contact the Office of the Privacy Commissioner of Canada. If you are not satisfied with our response, you may complain to:

Office of the Privacy Commissioner of Canada
Website: priv.gc.ca
Toll-free: 1-800-282-1376

18. How we protect your information

We use security safeguards appropriate to the sensitivity of the information we hold, including:

• Encryption of information in transit between your browser and our website and systems.
• Access limited to those staff and contractors who need the information to do their job.
• Individual user accounts with strong authentication for our business systems, rather than shared logins.
• Secure disposal of paper records and permanent deletion of digital records at the end of their retention period.
• Written confidentiality obligations for staff and contractors who handle customer information.
• Periodic review of the security practices of the service providers we rely on.

No system is completely secure. If a breach of security safeguards occurs that creates a real risk of significant harm to you, we will notify you and the Office of the Privacy Commissioner of Canada as required by law, and we will keep a record of the breach as PIPEDA requires.

19. Age and children

Our services are directed to adults — homeowners, landlords, and property managers. We do not knowingly collect personal information from children.

Children may be present in a home during an assessment or a job. We do not collect information about them, and we do not photograph occupants. If you believe we have inadvertently collected a child's personal information, contact our Privacy Officer and we will delete it.

20. Links to other websites

Our website, social media pages, and emails may link to websites we do not operate — for example, government or utility rebate program pages, manufacturer product information, or review platforms.

We are not responsible for the privacy practices or content of those websites. We encourage you to read their privacy policies before providing personal information to them.

21. Changes to this policy

We may update this policy from time to time to reflect changes in our practices, our technology, or the law.

The "Last updated" date at the top of this page will always show when the most recent change was made. Where a change is material — particularly a change to why we collect, use, or disclose your information — we will post a prominent notice on our website for at least 30 days before it takes effect, and where the law requires it we will seek your consent.

We encourage you to review this policy periodically. Continuing to use our website or our services after a change takes effect means you accept the updated policy.

22. How to contact us

For any privacy question, request, or complaint:

Canadian Insulation Experts
Attention: Mohammed Masri, Privacy Officer
244 Bartley Drive
North York, Ontario M4A 1G1
Canada

Email: support@canadianinsulationexperts.com
Phone: +1 (416) 990-4555
Website: canadianinsulationexperts.com

This Privacy Policy does not create or confer any rights beyond those conferred, or impose any obligations beyond those imposed, by applicable Canadian privacy legislation.