Privacy at a glance
We use the information you give us to answer your questions and arrange plumbing services. We do not sell or rent your personal information. You can ask what information we hold about you, request a correction, or raise a concern by contacting our office.
About this policy
This policy applies to PlumbWize Plumbing and Drain Services, referred to here as "PlumbWize," "we," or "us." It covers personal information handled through plumbwize.ca and when you contact us about our plumbing and drain services. Personal information means information that can identify you, either on its own or together with other information.
PlumbWize is responsible for personal information under its control. Our privacy commitments are guided by the Personal Information Protection and Electronic Documents Act, known as PIPEDA, and applicable Canadian privacy requirements.
Information you share
When you call us or arrange a service, we may ask for information needed to understand the problem and help you. Depending on your request, this can include:
- Your name, telephone number, and email address.
- The service address, city, type of property, and any photos you choose to send.
- Details of the plumbing problem, its urgency, and your preferred timing.
- Messages, access instructions, and other details you choose to share.
- Estimates, appointments, invoices, and records of work we carry out for you.
Please share only what we need for your enquiry. Do not include payment card numbers, passwords, government identification, or unrelated sensitive information in website forms or general messages. If you give us another person's details, make sure you have their permission to do so.
Using the website forms
Address suggestions use Google to look up the address you enter. When you select a suggestion and submit a request, we store its map coordinates with your address and use them to choose the nearest branch routing point.
Once you start interacting with a booking form, we record the steps reached, service choices, emergency choice, selected city, preferred timing, and activity times to understand where the form is left unfinished. These progress records do not include your name, contact details, street address, typed descriptions, custom city text, or photos. We keep these records without an automatic deletion date and link them to your request if you submit it. Only authorised booking staff can view them.
When you send a request through this website, the details you enter and any photos you attach are stored in our booking database and emailed to our dispatch team through Brevo, a third-party email service, using private links that only our office receives. If you give us an email address we send you a short copy of your request with its reference number. We reduce photos in size and remove location and camera data before storing them, and delete photos from requests that were never sent within two days. We record your IP address and browser details with each request and use Cloudflare Turnstile to protect the site from misuse. Your browser keeps an unsent request for up to two days and a short list of reference numbers for requests you have sent from that device; both can be cleared from the booking form. A reference number means we have received your request; it is not a confirmed appointment until we call you.
How we use information
We use personal information for purposes connected to your enquiry or service, including to:
- Answer questions, assess a plumbing issue, and prepare an estimate.
- Schedule a visit, send the right team, and contact you about your appointment.
- Carry out the work and respond to follow-up or warranty questions.
- Maintain service and billing records and resolve concerns or disputes.
- Protect our website and business from misuse and meet legal obligations.
We limit collection and use to information reasonably needed for these purposes. If we need to use your information for a new purpose, we will explain it and obtain consent where required.
Consent and your choices
When you give us information to request a service, we use it to respond and carry out that request. Where the law requires express consent, we will ask for it. Visiting this website does not, by itself, mean you agree to receive marketing messages.
You can choose not to provide optional details or contact us to withdraw consent, subject to legal or contractual limits. If that prevents us from arranging or completing a service, we will explain why. Withdrawal does not undo uses or disclosures already made with your consent.
If you receive promotional messages from us, you can use the unsubscribe instructions in the message or ask our office to stop sending them. We may still need to contact you about work you have requested, an invoice, or an unresolved service issue.
When we share information
We do not sell or rent personal information or give it to other businesses for their own marketing. We share it outside PlumbWize only as needed to fulfil your request, with your consent, or as permitted or required by law. This may include:
- Service providers helping us arrange work, communicate with you, or maintain business records.
- Professional advisers or insurers when needed to handle a service issue or legal matter.
- Authorities or other parties where disclosure is legally required or permitted, including to address fraud or a threat to safety.
We limit what we share to the relevant purpose and require providers handling information on our behalf to protect it and use it only for the services they provide to us.
Cookies and other services
Technical information
When you visit, your browser sends technical information needed to load the site, such as your IP address, browser type, and the page requested. Our hosting services may keep request and error logs to operate the site, investigate problems, and protect it from misuse.
Embedded Google services and cookies
Some pages include Google Maps or a Google reCAPTCHA widget. When these features load, your browser connects to Google, which may receive your IP address, device and browser details, and information about your interaction with the feature. This can happen before you click the map or widget. Google may also use cookies, small files stored in your browser, or similar technologies.
Google handles that information under its own privacy policy. You can block or clear cookies through your browser settings and adjust your Google account privacy settings. Blocking cookies or third-party content may affect embedded features. You can always call us for service information or directions.
Links to other websites
Links to reviews, social media, and other websites take you to services with their own privacy practices. Their policies apply to information you give them. Review those policies before sharing personal details on another site.
Storage and security
Our policy is to protect personal information with safeguards appropriate to its sensitivity, including limiting access to people who need it for their work. No website, electronic transmission, or storage system can be guaranteed completely secure.
Information handled by technology providers may be stored or processed outside Canada. In those locations, it may be subject to local laws and lawful access by courts or government authorities. You can contact us with questions about providers that handle your information on our behalf.
How long we keep information
We retain personal information only for as long as needed for the purpose it was collected, including related service, warranty, accounting, and legal requirements. The period depends on the record. A question about our service area may need a shorter record than an invoice or an ongoing warranty matter.
When information is no longer needed, our policy is to securely destroy it or remove identifying details. You can ask us about retention or request deletion. Some records must be kept to meet legal obligations or resolve an outstanding matter, and we will explain any applicable limits.
Access and corrections
You can ask whether we hold personal information about you, request access, and ask how it has been used or shared. You can also ask us to correct inaccurate or incomplete information. Contact our office using the details below so we can explain how to submit a written request.
We may need to verify your identity before providing records or making changes. We will request only the details needed for that check. We respond within the time required by applicable law and will explain any permitted extension or restriction on access, including where a record contains someone else's information.
Updates to this policy
We may update this policy when our services, website, or privacy practices change. The date at the top shows the latest revision. If a change requires notice or new consent, we will provide that notice or seek consent as required by law.
Privacy questions and concerns
For a privacy question, access request, correction, or complaint, call PlumbWize and ask to speak with the person responsible for privacy. Tell us how to reach you and briefly describe your request. Our office can explain how to send any necessary details in writing.
Contact PlumbWize
Ask our office about a privacy enquiry.
- Burlington905-332-8222
- Oakville905-842-6222
- Hamilton905-545-4222
We will review your concern and explain our response. You may also contact the Office of the Privacy Commissioner of Canada for information about your rights or to raise a privacy complaint.