Privacy Policy

Who is responsible for your personal information?

Nivara Home Services is responsible for the personal information it collects, uses, communicates and retains in connection with its business activities. Questions, requests concerning your personal information, and privacy complaints may be directed to our Privacy Officer using the contact details below.

What personal information do we collect?

Depending on how you interact with us, we may collect:

• your name;
• email address;
• telephone number;
• information contained in an inquiry or message you submit to us;
• information necessary to provide estimates, schedule services and manage our business relationship with you;
• information contained in communications between you and Nivara;
• information relating to services we provide to you;
• technical information relating to your use of our website, such as browser, device and network information;
• information relating to your interaction with our website where analytics technologies are enabled; and
• information you provide through our customer-management and service platforms.

We limit the personal information we collect to information that is reasonably necessary for the purposes described in this Policy. Please do not submit sensitive personal information through our general contact form unless we specifically request it.

How do we collect personal information?

We may collect personal information:

• directly from you when you submit our contact form;
• when you communicate with us by email, telephone, text message or other means;
• when you request an estimate or our services;
• when you use our customer portal or other service-related systems;
• through technologies used to operate, secure and analyze our website; and
• when information is provided to us in connection with a service we are providing to you.

When we collect personal information directly from you, we will provide information about the purposes of the collection and the relevant third parties or categories of third parties where applicable.

Why do we collect and use personal information?

We may collect, use and communicate personal information for the following purposes:

Responding to inquiries

We use information submitted through our contact form to respond to your inquiry, communicate with you about your request, obtain additional information where necessary, and determine how we may assist you.

Estimates and requested services

We may use your information to prepare estimates, schedule appointments, provide requested services, communicate with you about work being performed, and manage our relationship with you.

Customer and business administration

We may use information to maintain customer and prospect records, manage appointments, estimates, jobs, invoices and payments, maintain business records, and administer our relationship with you.

Communications

We may communicate with you about an inquiry, estimate, appointment, project, invoice, payment, service or other matter relating to a business relationship you have with Nivara.

Website security

We may process technical information, including IP addresses and browser or device information, where necessary to protect our website and prevent abuse, fraud or automated attacks.

Website analytics

Where you have enabled or consented to applicable analytics technologies, we may use analytics information to understand how visitors use our website, measure website performance and improve our website and services.

Marketing

We may send promotional electronic communications where we have the consent or other legal basis required by applicable law. You can withdraw consent to marketing communications at any time by using the unsubscribe mechanism provided in the message or by contacting us.

Contact-form information

When you submit our contact form, the information you provide is transmitted to Nivara so that we can respond to your inquiry.

The contact form does not create a permanent copy of your message in Nivara’s website database or object storage. The submission is processed by our serverless application infrastructure and forwarded to our email delivery provider.

Our application infrastructure is hosted primarily in Canada. Temporary technical logs may be retained for a limited period for security, troubleshooting and operational purposes. Our application logs are configured not to record the contents of contact-form fields.

If your inquiry results in an ongoing customer or prospective-customer relationship, we may enter relevant information into our customer relationship management system.

Service providers and third parties

We use selected third-party service providers to operate our website and business. Depending on the service involved, personal information may be communicated to:

Amazon Web Services

We use Amazon Web Services for website hosting, serverless application processing, storage, security and related infrastructure. Our core application infrastructure is deployed in Canada. Certain AWS services or supporting infrastructure may operate globally as described in the applicable AWS documentation and service terms.

SendGrid

We use SendGrid to deliver email generated from our website, including responses and notifications relating to contact-form submissions. Information submitted through the contact form may therefore be communicated to SendGrid for the purpose of delivering the requested communication. SendGrid is a service operated from outside Quebec.

Cloudflare

We use Cloudflare services, including Turnstile, to help protect our website and contact form from automated abuse and malicious activity. Cloudflare may process technical information such as IP address and browser or device signals for security and verification purposes.

Sentry (error monitoring)

We use Sentry, an error-monitoring service, to help us detect and diagnose technical problems with our website and backend systems. Sentry may receive technical diagnostic information such as error messages, stack traces, the page or feature involved, and browser or device information. We take steps to prevent information submitted through our contact form (such as your name, email address, phone number, or message) from being included in this diagnostic information. Because this service supports the security and reliable operation of our website rather than analytics or marketing, it operates independently of the analytics cookie preference described below.

Google

We may use Google services for website analytics and to display publicly available customer reviews. Where analytics technologies are enabled, Google may receive technical and usage information relating to your interaction with our website. Our website may also retrieve publicly available review information through Google’s services and display that information on our website.

Housecall Pro

We use Housecall Pro to manage customer and prospective-customer information, estimates, appointments, jobs, invoices, communications and related service activities. If you use the Nivara customer portal, you may be directed to a service operated by Housecall Pro. Information handled through that service is also subject to Housecall Pro’s privacy practices.

Information communicated outside Quebec

Some of our service providers operate or process information outside Quebec, including in the United States and other jurisdictions. For example, information may be communicated outside Quebec when we use services such as SendGrid, Google, Cloudflare or Housecall Pro.

Before communicating personal information outside Quebec, Nivara assesses the applicable privacy risks and the protection provided by the recipient, as required by applicable Quebec privacy law.

Information communicated outside Quebec may be subject to the laws of the jurisdiction in which it is processed and may be accessible to authorities in that jurisdiction where permitted by law.

Cookies and similar technologies

Our website may use cookies and similar technologies. Some technologies may be necessary for the operation, security and functionality of the website. We may also use analytics technologies, such as Google Analytics, to understand website usage and improve our services.

Where applicable, analytics technologies are controlled through our website’s privacy or consent settings. You may use those settings to control whether optional analytics technologies are enabled.

Privacy and analytics settings

Where optional analytics technologies are offered, our website is designed so that privacy-related choices can be made before optional analytics technologies are enabled.

You may change your preferences where our website provides a privacy or cookie preference mechanism. Disabling optional analytics technologies should not prevent you from submitting a service inquiry or using the core functions of our website.

Marketing communications

Nivara distinguishes between communications necessary to respond to a request or provide a service and promotional marketing communications. If you submit an inquiry, we may communicate with you about that inquiry, requested estimate or requested service.

Where required by Canada’s Anti-Spam Legislation (CASL), we obtain consent before sending commercial electronic messages for promotional purposes. Where you have provided express marketing consent, you may withdraw that consent at any time.

Every promotional commercial electronic message sent by Nivara will provide the identification information and unsubscribe mechanism required by applicable law.

Consent

Where consent is required by law, Nivara will obtain consent in accordance with applicable legal requirements. Consent may be withdrawn subject to legal or contractual restrictions and reasonable notice. Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

Certain uses and communications of personal information may be permitted or required by law without consent.

Access and correction

You may request access to personal information Nivara holds about you and request correction of inaccurate or incomplete information, subject to applicable legal exceptions. Requests should be directed to our Privacy Officer using the contact details in Section 18 below. We may need to verify your identity before responding to a request.

Retention of personal information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, to provide services, maintain appropriate business records, comply with legal obligations, resolve disputes, and protect our legitimate business interests. Different categories of information may therefore be retained for different periods.

When personal information is no longer required, we take reasonable steps to securely destroy, delete or anonymize it, subject to applicable legal or business-record requirements.

Security

Nivara uses reasonable administrative, technical and physical safeguards appropriate to the sensitivity, quantity and use of the personal information we handle. These measures may include:

• access controls;
• authentication and account security;
• encryption where appropriate;
• restricted access to customer information;
• secure cloud infrastructure;
• monitoring and logging;
• limited retention of technical logs;
• service-provider security controls; and
• procedures for responding to privacy incidents.

No method of transmission or storage is completely risk-free.

Privacy incidents

If Nivara becomes aware of an incident involving personal information, we will take reasonable measures to contain the incident, reduce the risk of harm, investigate what occurred and prevent recurrence.

Where required by applicable law, we will notify the Commission d’accès à l’information du Québec and affected individuals when an incident presents a risk of serious harm.

Complaints

If you have a concern about how Nivara handles your personal information, please contact our Privacy Officer first, using the contact details in Section 18 below. We will review and respond to privacy complaints in accordance with applicable law.

You may also contact the Commission d’accès à l’information du Québec if you are not satisfied with how your concern has been addressed.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices, technology, services or legal requirements. When we make material changes, we will provide notice in an appropriate manner. The effective date at the beginning of this Policy indicates when it was most recently updated.

Contact

For questions, requests or concerns regarding this Privacy Policy or your personal information, contact our Privacy Officer using the details below.