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- Our privacy principles
- 1. Information we collect
- 2. How we use it
- 3. Sharing your information
- 4. Data retention
- 5. Your privacy rights
- 6. Data security
- 7. International transfers
- 8. Cookies and tracking
- 9. Children's privacy
- 10. Marketing and CASL
- 11. Updates to this policy
- 12. Contact our Privacy Officer
Your privacy is very important to us. This Privacy Policy explains how Hellamaid ("we," "us," or "our") collects, uses, discloses, and protects your personal information when you engage with our services — including through our website, booking forms, phone calls, and marketing communications.
We are committed to handling your personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. By using our services, you agree to this Privacy Policy.
At a glance
- We do not sell or rent your personal information to third parties.
- We collect only what we need to book and deliver your cleaning.
- You can unsubscribe from marketing emails or reply STOP to SMS at any time.
- You can request access to, correction of, or deletion of your data. We respond within 30 days.
Our Privacy Principles
Before or at the time of collecting personal information, we identify the purposes for which it is being collected. We collect and use personal information solely to fulfill those purposes and other compatible purposes, unless we obtain your consent or are required by law. We retain personal information only as long as necessary, collect it by lawful and fair means, and protect it with reasonable security safeguards. Personal information is kept accurate, complete, and up-to-date to the extent necessary for its intended use, and we make our policies and practices readily available to customers.
1Information We Collect
We collect personal information when you interact with Hellamaid via booking forms, lead forms, phone calls, email, or other communication channels.
a. Personal Identification Information
- Full name — to identify you and personalize service.
- Email address — for booking confirmations, service updates, and (with consent) marketing communications.
- Phone number — for service communication, scheduling, and (with consent) promotional SMS messages.
b. Service-Related Information
- Type of cleaning service — residential, commercial, or specialty.
- Property details — address, number of bedrooms and bathrooms, access instructions, and other cleaning-related needs.
- Additional instructions or preferences — any information you share to personalize your cleaning experience (pets, parking, valuables, etc.).
c. Payment Information
We may collect payment details to process bookings. Hellamaid does not store full credit card numbers or sensitive financial information directly. We use third-party payment processors (currently Stripe and similar PCI-DSS-compliant providers) that adhere to industry security standards.
d. Automatically Collected Information
When you interact with our website, we may collect information automatically through cookies, web beacons, server logs, and tracking pixels, including:
- IP address
- Browser type and version
- Operating system
- Device information
- Pages viewed and links clicked
- Date and time of visit
- Referring website
This data helps us analyze trends, improve user experience, and measure the performance of our marketing campaigns.
e. Phone Call Recordings
When you call us at 1-888-477-MAID, your call may be recorded by our telephony provider for quality assurance, training, dispute resolution, and compliance purposes. Recordings are stored securely with our provider and accessed only by authorized personnel.
If you prefer not to be recorded, please let our representative know at the start of the call, or contact us by email or through our website form instead.
f. Photos and Visual Content
In some cases, our cleaning professionals may take before-and-after photos for quality assurance, training, or to document the condition of the property. These photos are used internally and are not shared publicly without your written consent. You may also voluntarily submit photos to us when reporting damage, requesting service adjustments, or providing testimonials.
g. Information Observed During Service
Because our work takes place inside your home, our cleaning professionals may incidentally observe personal items such as mail, documents, framed photos, or household belongings. Our team is trained to respect your privacy, not handle or read personal documents, and not disclose anything observed during service. We do not record, photograph, or collect this information except where directly relevant to a documented damage claim or safety incident.
2How We Use Your Information
a. Service Provision
- Managing bookings and delivering cleaning services.
- Sending booking confirmations, reminders, payment receipts, and service updates.
- Responding to inquiries and resolving customer service issues.
- Verifying payment methods through pre-authorization holds and processing final charges.
b. Marketing and Promotions
With your consent, we may use your information for marketing communications, including:
- Promotional emails about new services, discounts, and seasonal offers.
- SMS messages about promotions or referral programs.
- Analyzing your preferences to tailor content and offers.
- Showing you relevant ads on third-party platforms (such as Meta/Facebook, Instagram, and Google) through tracking pixels and audience-matching tools.
You can withdraw consent for promotional communications at any time by clicking "unsubscribe" in any email, replying STOP to any SMS, or contacting us directly. Withdrawal of marketing consent does not affect transactional communications necessary to deliver your booked service.
c. Business Operations and Improvements
- Improving our website, booking flow, and services based on feedback and analytics.
- Measuring marketing campaign performance and conversion.
- Conducting internal audits, quality reviews, and operational planning.
d. Legal Compliance and Protection
- Complying with legal, tax, regulatory, or court obligations.
- Investigating and resolving disputes, damage claims, or suspected fraud.
- Protecting our rights, property, and the safety of our customers and cleaning professionals.
4Data Retention
We retain personal information only as long as necessary to fulfill the purposes for which it was collected or as required by law. Specifically:
| Record type | How long we keep it |
|---|---|
| Booking and account records | Up to 7 years, to comply with Canadian tax and accounting requirements. |
| Payment transaction records | Up to 7 years, to comply with financial regulations. |
| Marketing communication records (consent and unsubscribes) | At least 3 years, to comply with CASL record-keeping requirements. |
| Phone call recordings | Typically up to 12 months by our telephony provider. |
| Website analytics data | According to the default settings of our analytics providers (typically 14–26 months). |
| Damage claim and incident records | For the duration of any potential limitation period under applicable provincial law. |
When information is no longer needed for these purposes, we securely delete or anonymize it.
5Your Privacy Rights
Subject to applicable law, you have the right to:
Access and Rectification
Request access to or correction of your personal information.
Data Portability
Receive a copy of your personal information in a structured, commonly-used format.
Right to Erasure
Request deletion of your personal information, subject to legal retention obligations (e.g., tax records).
Withdraw Consent
Withdraw consent for marketing communications or other non-essential processing at any time.
Restrict Processing
Request that we restrict processing of your personal information in certain cases.
To exercise any of these rights, contact us at the email address below. We will respond within 30 days as required by PIPEDA.
If you are not satisfied with how we handle your privacy concern, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada at www.priv.gc.ca or by phone at 1-800-282-1376.
6Data Security
We implement reasonable physical, technical, and administrative safeguards to protect your personal information against loss, theft, unauthorized access, disclosure, copying, use, or modification. These safeguards include encryption in transit (TLS/SSL), secure servers, access controls, and regular security reviews.
However, no method of transmission over the Internet or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee absolute security.
7International Data Transfers
Your personal information may be stored or processed in Canada, the United States, or other countries where our service providers operate. When personal information is transferred outside of Canada, it may be subject to the laws of those jurisdictions, including lawful access requests by foreign government authorities. We take reasonable steps to ensure that your personal information receives a comparable level of protection wherever it is processed.
9Children's Privacy
Our services are intended for adults aged 18 and older. We do not knowingly collect personal information from children under the age of 18. If we become aware that we have inadvertently collected personal information from a child under 18, we will take steps to delete it promptly.
10Marketing Communications and CASL
We comply with Canada's Anti-Spam Legislation (CASL). We send commercial electronic messages (promotional emails and SMS) only with your express or implied consent. Every marketing email includes an unsubscribe link, and you may opt out of SMS marketing at any time by replying STOP. Transactional messages necessary to deliver your booked service (booking confirmations, reminders, receipts, schedule changes) are not affected by marketing opt-outs.
11Updates to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or other factors. The updated policy will be posted on our website with a revised "Last Updated" date. Material changes will be communicated by email where appropriate. We encourage you to review this Policy periodically.
12Contact Us and Privacy Officer
For questions, concerns, or requests regarding this Privacy Policy, or to exercise your privacy rights, please contact our Privacy Officer:
Hellamaid — Privacy Officer
- info@hellamaid.com
- Phone
- 1-888-477-6243
- Address
- 240 Holiday Inn Dr, Unit J, Cambridge, ON N3C 3X4
For complaints not resolved to your satisfaction, you may also contact the Office of the Privacy Commissioner of Canada at www.priv.gc.ca or 1-800-282-1376.