1. Overview
At ON TIME Heating, Cooling & Refrigeration (“ON TIME”, “we”, “our”, or “us”), your privacy and the security of your personal information are of paramount importance to us. This Privacy Policy explains how we collect, use, disclose, and safeguard your details when you visit our website at ontimehvac.ca, request a quote, book HVAC or plumbing services, or contact our dispatch team.
Our Commitment: We do not sell, rent, or lease your personal information to third-party marketers. Your details are solely used to deliver top-tier heating, cooling, plumbing, and indoor air quality services.
2. Information We Collect
We collect information that you voluntarily provide to us when communicating or requesting service, as well as limited technical data collected automatically:
A. Information You Provide Directly
- Contact Information: Full name, telephone number, email address, and physical residential or commercial service address.
- Service Details: Information regarding your HVAC equipment (make, model, age), heating or cooling issues, plumbing requirements, and scheduling preferences.
- Estimate & Payment Details: Billing address, payment transaction records, and invoice histories (note: sensitive credit card details are processed through secure, PCI-compliant payment gateways and are never stored on our servers).
B. Information Collected Automatically
- Log & Device Data: IP address, browser type, operating system, pages viewed, time spent on pages, and referral URLs.
- Location Data: General geographic region to verify service availability in Kitchener, Waterloo, Cambridge, Guelph, and neighboring areas.
3. How We Use Your Information
We utilize the collected information for standard operational and service fulfillment purposes, including:
- Scheduling, dispatching technicians, and performing HVAC installations, repairs, maintenance, and plumbing services.
- Providing accurate free estimates, transparent quotes, and invoicing.
- Sending appointment confirmations, technician arrival notifications, and service follow-up reminders.
- Responding promptly to customer inquiries and 24/7 emergency dispatch requests.
- Improving our website performance, service offerings, and customer experience.
- Complying with applicable legal, accounting, and regulatory obligations in Ontario and Canada.
4. Information Sharing & Disclosure
We will only share your information under strict, limited circumstances:
- Certified Technicians & Dispatch: Our internal team and licensed contractors who need your service address and contact details to carry out scheduled work.
- Trusted Service Providers: Vetted third parties assisting us with SMS dispatch notifications, email delivery, web hosting, and payment processing under confidential agreements.
- Equipment Manufacturers & Warranty Providers: When registering product warranties, rebates, or manufacturer guarantees on your behalf.
- Legal Requirements: If required by law, subpoena, or to protect the safety, rights, and property of ON TIME HVAC, our customers, or the public.
6. Data Security & Storage
We implement industry-standard physical, electronic, and procedural safeguards to protect your personal information against unauthorized access, loss, misuse, or alteration. All web communications are encrypted via SSL/TLS (HTTPS). While we strive for absolute protection, please note that no internet transmission is 100% invulnerable.
7. Your Privacy Rights & Choices
Under Canadian privacy legislation (including PIPEDA and CASL), you have the right to:
- Access, review, or request a copy of the personal information we hold about you.
- Request corrections or updates to inaccurate or incomplete personal records.
- Opt out of non-essential marketing communications at any time by clicking the unsubscribe link or contacting us directly.
- Request the deletion of your personal data, subject to ongoing warranty, accounting, and legal record-keeping requirements.
8. Contact Our Privacy Officer
If you have questions, concerns, or requests regarding this Privacy Policy or how your personal information is handled, please contact our team:
ON TIME Heating, Cooling & Refrigeration
Serving Kitchener, Waterloo, Cambridge, Guelph & Surrounding Areas