Privacy policy

Xced Plumbing, Heating & A/C Ltd.

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Effective Date: August 6, 2025
Last Updated: August 6, 2025

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ABOUT THIS POLICY
 

ACCEPTANCE OF TBy engaging Xced Plumbing, Heating & A/C Ltd. ("Company," "Xced," "we," "us," or "our") for services, accessing our website, or communicating with us, you ("Customer," "Client," "you," or "your") agree to be bound by these Terms and Conditions. These terms apply to all services, communications, and interactions with our company.

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INFORMATION WE COLLECT

Contact and Service Information

• Name, address, phone number, and email address

• Property details and service location information

• Service history and maintenance records

• Emergency contact information

• Preferred appointment times and communication methods

Payment Information

• Credit card and payment processing details (processed securely through third-party providers)

• Billing addresses and payment history

• Invoice and receipt records

Communication Records

• Phone call logs and recordings (for quality assurance)

• Text message communications (SMS)

• Email correspondence

• Service appointment notes and technician reports

• Customer feedback and reviews

Website and Digital Information

• IP address and browser information

• Website usage data and cookies

• Form submissions through our website

• Social media interactions

Automated Information Collection

• We may automatically collect certain information when you visit our website or use our services, including device information, browser type, and usage patterns

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HOW WE USE YOUR INFORMATION

We use your personal information to:

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Service Delivery

• Schedule and perform plumbing, heating, and HVAC services

• Provide emergency service response

• Maintain equipment warranties and service records

• Follow up on completed work and customer satisfaction

Communication

• Send service appointment reminders via SMS, email, or phone

• Provide updates on service calls and technician arrival times

• Send maintenance reminders and seasonal service notifications

• Respond to inquiries and customer service requests

Business Operations

• Process payments and maintain financial records

• Improve our services based on customer feedback

• Train staff and ensure quality service delivery

• Comply with licensing and regulatory requirements

Marketing (with your consent)

• Send promotional offers and seasonal service reminders

• Provide information about new services or equipment

• Share energy efficiency tips and rebate information

• Request reviews and testimonials

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INFORMATION SHARING AND DISCLOSURE

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We do not sell, trade, or rent your personal information to third parties. We may share your information only in the following circumstances:

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Service Providers

• Payment processors (for credit card transactions)

• Scheduling and customer management software providers

• Equipment manufacturers (for warranty purposes)

• Professional service providers (accountants, legal counsel)

Legal Requirements

• When required by law or legal process

• To protect our rights, property, or safety

• To investigate fraud or other illegal activities

• In connection with regulatory compliance

Business Transfers

• In the event of a merger, acquisition, or sale of business assets

With Your Consent

• When you explicitly authorize us to share your information

• For specific purposes you have approved

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SMS/TEXT MESSAGE COMMUNICATIONS

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Consent and Opt-In

• By providing your phone number, you consent to receive SMS messages from us

• We may send appointment confirmations, service updates, and emergency communications

• You can opt-out at any time by replying "STOP" to any message

Message Frequency

• Message frequency varies based on your service needs

• We do not charge for messages, but standard carrier rates may apply

Opt-Out Process

• Reply "STOP" to any SMS message to unsubscribe

• Contact us directly at (250) 541-7576 to update your communication preferences

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DATA SECURITY AND PROTECTION

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Security Measures

• We implement appropriate technical and organizational security measures

• All payment information is encrypted and processed through secure systems

• Staff access to personal information is limited and controlled

• Regular security assessments and updates to our systems

Data Breach Response

• In the event of a data breach, we will notify affected customers promptly

• We will take immediate steps to secure systems and prevent further unauthorized access

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DATA RETENTION

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Service Records

• Customer information is retained for as long as necessary to provide ongoing services

• Service history is maintained for warranty purposes and future service needs

• Payment records are kept in accordance with tax and business requirements

Communication Records

• Email and text message records are retained for customer service purposes

• Call recordings may be kept for quality assurance and training

Website Data

• Website usage data and cookies are typically retained for analytical purposes

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YOUR PRIVACY RIGHTS

You have the right to:

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Access and Correction

• Request access to your personal information

• Request corrections to inaccurate or incomplete information

• Update your contact preferences and communication settings

Data Portability

• Request a copy of your personal information in a portable format

Deletion

• Request deletion of your personal information (subject to legal and business requirements)

• Close your customer account and associated records

Communication Preferences

• Opt-out of marketing communications while maintaining service-related messages

• Choose your preferred communication methods (email, SMS, phone)

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WEBSITE COOKIES AND TRACKING

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Cookie Usage

• We use cookies to improve website functionality and user experience

• Cookies help us analyze website traffic and optimize our services

• You can control cookie settings through your browser preferences

Third-Party Services

• Our website may include third-party services (Google Analytics, social media plugins)

• These services have their own privacy policies and data collection practices

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CHILDREN'S PRIVACY

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Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child, we will take steps to delete such information.

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CHANGES TO THIS POLICY

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We may update this Privacy Policy periodically to reflect changes in our practices or applicable laws. We will:

• Post updated policies on our website

• Notify customers of significant changes via email or SMS

• The "Last Updated" date will reflect when changes were made

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COMPLIANCE AND JURISDICTION

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This Privacy Policy complies with:

• Personal Information Protection Act (PIPA) of British Columbia

• Canadian Anti-Spam Legislation (CASL)

• Other applicable Canadian privacy laws

This policy is governed by the laws of British Columbia, Canada.

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CONTACT US

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For privacy-related questions, concerns, or requests, contact us:

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Xced Plumbing, Heating & A/C Ltd.
4208 25 Ave, Vernon, BC V1T 1P4

Phone: (250) 541-7576
Email: info@xcedplumbing.com

Privacy Officer: Carol Diederich

Response Time: We will respond to privacy requests within 30 days

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This Privacy Policy is effective as of August 6, 2025, and was last updated on August 6, 2025.