Privacy policy

1. Who we are

RepairWell is an independent appliance repair service based at 5-2000 Thurston Drive, Ottawa, ON K1G 4K7, serving Ottawa, Ontario and Gatineau, Quebec. This policy explains how we handle personal information under Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Quebec's Act respecting the protection of personal information in the private sector (as amended by Law 25).

2. Person in charge of privacy

The owner of RepairWell is the person in charge of the protection of personal information and is responsible for this policy. Contact: hello@repairwell.ca · (613) 880-3013 · 5-2000 Thurston Drive, Ottawa, ON K1G 4K7.

3. What we collect

• Contact details: name, phone number, email address and service address.
• Appliance and job details: appliance type, brand, model and serial number, the problem you describe, access notes, and the diagnosis, parts and work performed.
• Photos: a photo you choose to attach when booking, and photos our technician takes of the appliance and the repair.
• Billing records: invoices, amounts and payment status. Card payments are processed by Square; we never see or store full card numbers. Interac e-Transfers show us the sender's name and email.
• Property managers: the tenant's name and contact details you give us, used only to arrange access for that visit.
• Communications: emails, texts and notes of phone calls about your service.
• Website data: standard server logs kept by our host (IP address, browser, pages requested) and the page you arrived on, recorded with your booking so we know how customers find us.

4. Why we use it

• To schedule and confirm your appointment and keep you informed about it.
• To diagnose and repair the appliance and give you a written finding and quote.
• To invoice, collect payment and keep the accounting records the law requires.
• To honour the 90-day warranty and handle any return visit.
• To send one email after a paid job asking for an honest Google review. Everyone receives the same message, and replying is optional.
• To send occasional appliance-care tips, only if you ticked that box. You can unsubscribe from any of these emails.
• To protect our website and booking form from spam and misuse.

We use your information only for these purposes, or for a new purpose you agree to or the law allows.

5. Consent

By booking a visit you consent to our use of your information for the service purposes above. Marketing emails require your separate, optional consent. You may withdraw consent at any time by contacting us, subject to legal and contractual limits; for example, we must keep invoices for tax purposes, and we cannot provide a service without a way to reach you.

6. Who we share it with

Only our own technicians and office staff, and service providers that act on our behalf under contract, have access to your information. We share it outside RepairWell in these cases only:

We may also disclose information when required by law, a court order or a regulator. We never sell, rent or trade personal information.

7. Information stored outside Quebec and Canada

Some of the providers above store information outside Quebec and outside Canada, mainly in the United States. We choose established providers whose terms limit their use of the information to providing their service to us, and we send them only what that service needs. Information held in another country may be accessible to that country's authorities under its laws.

8. Cookies and similar technologies

We use Google Analytics 4 to count visits and actions such as calls, texts and booking requests. We also run Google Ads, and we want to know which of our ads led to a call or booking request. These cookies stay off unless you choose Accept in the cookie bar. Until then, and if you choose Decline, Google Consent Mode keeps analytics and advertising storage denied: Google may receive cookieless signals (for example, that a page was viewed) without a cookie identifier. If you accept, Google Analytics sets first-party cookies (named _ga and _ga_…) to recognize returning visits, kept for up to two years, and Google may set advertising cookies (such as _gcl_au) to link a visit to the Google ad you clicked; you also allow Google to use this activity for ad measurement and for ad personalization under Google’s rules for partner sites. If you chose Accept on our earlier analytics-only bar, advertising cookies stay off until you choose again. Google Analytics never receives names, phone numbers, emails, addresses or problem descriptions. Your choice is saved in your browser’s local storage; you can change it any time with “Cookie settings” at the bottom of every page. If your browser or an extension hides the analytics bar, analytics cookies stay off. The booking form keeps your unfinished entries and the page you arrived on in your browser's session storage so nothing is lost if you reload; it is cleared when you close the tab. Pages that show a Google map load it from Google, which may set its own cookies under Google's privacy policy.

9. How long we keep it

• Service, invoice and payment records: six years after your last service, as Canadian and Quebec tax rules require, then deleted or anonymized.
• Repair photos: kept at full size for 90 days, then reduced to a small reference image kept with the job record.
• Marketing consent: until you withdraw it.
• Server logs: kept by our host for a limited period for security.

10. How we protect it

Every staff member has an individual login, and technicians can see only the jobs assigned to them. Administrator accounts support two-factor authentication. The website and our systems use encrypted connections (HTTPS). If a privacy incident creates a risk of serious harm, we will notify you and the regulators as the law requires.

11. Your rights

You can ask us to tell you what personal information we hold about you, how we use it and who we've shared it with; to correct information that is inaccurate or incomplete; to withdraw consent; and, in Quebec, to receive computerized information you provided in a structured, commonly used format. Send your request to hello@repairwell.ca. We may need to confirm your identity, and we reply within 30 days.

12. Questions and complaints

Please contact our person in charge of privacy first; we will look into it and reply in writing. If you are not satisfied, you can contact the Commission d'accès à l'information du Québec (Quebec residents) or the Office of the Privacy Commissioner of Canada.

13. Minors

Our services are for adults. We do not knowingly collect information from anyone under 14.

14. Changes to this policy

We will post any change on this page with a new effective date.

See also our terms of service.