Privacy policy

1. Who we are

Appliance Repair Grid provides in-home appliance repair across Toronto, Markham, North York, Scarborough and Vaughan. In this policy, “we”, “us” and “our” mean Appliance Repair Grid; “you” means anyone who contacts us, books a repair or uses this website.

We are responsible for the personal information in our care and we handle it in line with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario law.

2. What we collect

Information you give us

• Contact details — your name, phone number, email address and service address.
• Job details — the appliance type, brand, model number, the fault you are reporting, access notes and your preferred time slot.
• Service history — visit notes, parts fitted, invoices, warranty records and any photos the technician takes of the appliance or the fault.
• Payment details — the amount, method and date. Card payments are processed by our payment provider on their own systems; we do not store full card numbers.
• Messages — what you send us by phone, text, email or the booking form, including recordings or notes of calls where we make them.

Information collected automatically

• Device and usage data — IP address, browser and device type, pages viewed, referring page and approximate location derived from your IP.
• Cookies and similar technologies — see section 6.

We ask only for what a repair visit actually needs. We do not ask for government ID numbers, banking passwords or health information, so please do not send them to us.

3. How we use it

• To call or text you back and confirm a time slot.
• To dispatch a technician to your address and bring the right parts.
• To quote, invoice and take payment for the work.
• To honour the warranty on parts and labour, which means keeping a record of what was done.
• To answer questions, handle complaints and follow up after a visit.
• To keep the books and meet tax, insurance and other legal obligations.
• To keep the website working, secure and free of fraud and abuse.
• To send service reminders or offers, only if you have asked for them. Every such message includes a way to unsubscribe.

We do not use your information to make automated decisions about you, and we do not sell, rent or trade it.

4. Consent

When you submit the booking form, call us or agree to a visit, you are consenting to us using your information for the purposes above. If we ever want to use it for something new, we will ask you first.

You can withdraw consent at any time by calling or emailing us. Note that if you withdraw consent for the details we need to do the job, we may not be able to carry out or warranty the repair. We may also keep information we are legally required to retain, such as invoices.

5. Who we share it with

We share personal information only where it is needed to run the service:

• Our technicians and dispatchers, who need your address, phone number and job details.
• Parts suppliers and manufacturers, where a part has to be ordered or a warranty claim made — usually just the model and serial number, and your name where the manufacturer requires it.
• Service providers who work on our behalf, such as website hosting, phone and messaging systems, scheduling and invoicing software, payment processing and analytics. They may only use the information to provide their service to us.
• Insurers, home warranty companies, landlords or property managers, where they arranged or are paying for the repair.
• Professional advisers and authorities, where we are required by law, by a court order, or where it is needed to establish or defend a legal claim.

Some of these providers may store or process data outside Canada, including in the United States. In that case the information may be accessible to courts and authorities in that country under its laws. We choose providers that offer a comparable level of protection.

6. Cookies and analytics

This website uses cookies and similar technologies for two things: keeping the site working correctly, and understanding in aggregate how people find and use it so we can improve it. Analytics data is reported to us as trends and totals, not as a profile of you by name.

You can block or delete cookies in your browser settings, and most browsers also offer a “do not track” setting. Blocking cookies may affect how parts of the site behave. We do not run third-party advertising trackers that follow you across unrelated websites.

7. How long we keep it

• Enquiries that do not lead to a booking — up to 12 months.
• Job and warranty records — while the warranty runs and for a reasonable period afterwards, so we can deal with any return visit or dispute.
• Invoices and accounting records — for the period required by Canadian tax law, generally six years.
• Website analytics — in aggregated form, typically up to 26 months.

When information is no longer needed we delete it or render it anonymous.

8. How we protect it

We use reasonable physical, technical and organisational safeguards: access to customer records is limited to the people who need it, accounts are password protected, the website is served over an encrypted connection, and payment card data is handled by our payment provider rather than stored by us. Technicians are instructed to keep what they see in your home confidential.

No system is perfectly secure. If a breach ever affects your information in a way that creates a real risk of significant harm, we will notify you and the Office of the Privacy Commissioner of Canada as the law requires.

9. Your rights

You can ask us to:

• Access the personal information we hold about you and tell you how it has been used and who it has been shared with.
• Correct anything that is inaccurate or incomplete.
• Delete information we no longer need to keep.
• Withdraw consent or unsubscribe from reminders and offers.

Write to us using the details in section 13. We may ask you to confirm your identity, and we will respond within 30 days. There is no charge for a routine request; if a request is unusually costly we will tell you the estimate before we proceed.

If you are not satisfied with how we handled your request, you can contact the Office of the Privacy Commissioner of Canada.

10. Children

Our service is for adults arranging repairs to their own or their property’s appliances. We do not knowingly collect personal information from children. If you believe a child has sent us information, contact us and we will delete it.

11. Other websites

Our site may link to manufacturer pages, review platforms or map services. Once you follow a link you are on someone else’s website, governed by their privacy policy, not ours.

12. Changes

We may update this policy as our service or the law changes. The current version always lives on this page with the date it was last updated at the top. If a change materially affects how we use information you have already given us, we will tell you directly.

13. Contact us

Questions, corrections or complaints about privacy go to our privacy officer: