Privacy Policy

1. Personal Identification Information

We may collect personal identification information from users (“Users”) in a variety of ways, including but not limited to:

• Visiting our Site
• Filling out service request forms
• Filling out general enquiries forms
• Submitting job applications
• Contacting us via phone, text message, or email
• In connection with other activities, services, features, or resources we make available on our Site

Users may be asked to provide, as appropriate:

• Name
• Email address
• Service address
• Phone number
• Appliance or equipment details (type, brand, model number)
• Issue description and service requirements
• Business information

Voluntary Submission: Users may visit our Site anonymously. We collect personal identification information only if Users voluntarily submit such information to us. Users can refuse to supply personally identifiable information, but this may prevent them from engaging in certain Site-related activities or receiving our services.

2. Non-Personal Identification Information

We may collect non-personal identification information about Users whenever they interact with our Site, including:

• Browser type and name
• Computer or device type
• Technical information about your means of connection to our Site
• Operating system
• Internet service provider
• IP address
• Pages visited and time spent on pages
• Referring website

This information helps us understand how our Site is used and allows us to improve our services and user experience.

3. Web Browser Cookies

Our Site may use “cookies” to enhance User experience. Cookies are small data files placed on your device by your web browser for record-keeping purposes and to track information about your use of our Site.

Cookie Control: You may choose to set your web browser to refuse cookies or to alert you when cookies are being sent. However, if you disable cookies, please note that some parts of the Site may not function properly.

4. Collection Methods and Data Handling

Service Request Form (Workiz Integration)

When you submit a service request through our Workiz native form on our Site, your personal information is collected and transmitted directly to Workiz (our scheduling and dispatching software platform).

Data Processing: Workiz acts as a data processor on our behalf. Your information is used for:

• Scheduling service appointments
• Dispatching technicians
• Managing service delivery
• Billing and invoicing
• Customer communication regarding your service

Your Information Shared with Workiz:

• Name
• Phone number
• Email address
• Service address
• Appliance/equipment type
• Appliance/equipment brand name
• Appliance/equipment model number
• Issue description and service requirements

For Workiz’s privacy practices, please visit their privacy policy or contact us for more information.

General Enquiries Form (Contact Us Page)

Information submitted through our general enquiries form is sent via email to the appropriate department at VM Service Tech for:

• Responding to your inquiries
• Providing information about our services
• Following up on requests

Job Application Form (Careers Page)

Information submitted through our job application form is sent via email to our Human Resources department for:

• Evaluating your application
• Contacting you regarding potential employment opportunities
• Maintaining records of applicants

5. Phone Calls and Voice Communications

Call Recording and Registration: Calls made to VM Service Tech from our website, directory listings, or other open sources are automatically registered and recorded.

Purpose of Recording:

• Quality assurance and training
• Dispute resolution
• Service verification
• Compliance with business requirements
• Fraud prevention

Your Consent: By calling VM Service Tech, you consent to the recording of your call. A notice informing callers of recording may be provided at the beginning of the call.

Legal Basis: In Quebec, recording is permitted where at least one party to the conversation (in this case, VM Service Tech) has knowledge of and consents to the recording.

6. Text Messages and SMS Communications

Storage and Retention: Text messages and SMS communications sent to or from VM Service Tech are stored in our phone system.

Use of Text Messages:

• Service appointment confirmations and updates
• Billing and payment notifications
• Customer support communications
• Emergency notifications

Data Security: Text messages containing personal information are stored securely and access is limited to authorized personnel only.

7. How We Use Collected Information

VM Service Tech may collect and use your personal information for the following purposes:

Service Delivery:

• To provide you with the services you have requested
• To schedule service appointments and dispatch technicians
• To contact you regarding service updates, appointment confirmations, and completion
• To send invoices, receipts, and service documentation

Customer Service Improvement:

• To respond to customer service requests and support needs more efficiently
• To understand your service requirements and preferences
• To improve our service quality

Communication:

• To respond to inquiries, questions, and requests via email, phone, or text
• To send service-related communications including appointment details, updates, and follow-up information

Site Improvement:

• To enhance, customize, and improve our Site and services
• To understand User preferences and trends
• To monitor Site performance and security

Recruitment (for Job Applications):

• To evaluate your qualifications for employment
• To contact you regarding employment opportunities
• To maintain recruitment records

Legal and Safety Purposes:

• To comply with legal obligations
• To protect against fraud and unauthorized access
• To enforce our Terms of Service and other agreements

8. Data Retention

We retain personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy and to comply with legal obligations:

• Service Information: Retained for the duration of the service relationship and for a reasonable period afterward (typically 7 years) for accounting, tax, and legal purposes.
• Enquiry Information: Retained for the duration of the enquiry resolution and follow-up period.
• Job Application Information: Retained for a reasonable period to comply with employment law requirements.
• Call Recordings: Retained according to business requirements and legal compliance (typically 6-12 months).
• Text Messages: Retained in our phone system according to our message retention schedule.

When information is no longer needed, we will securely delete or anonymize it.

9. How We Protect Your Information

We adopt appropriate data collection, storage, and processing practices and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your personal information, username, password, transaction information, and data stored on our Site.

Security Measures Include:

• Secure server infrastructure
• Encryption of sensitive data where applicable
• Regular security assessments
• Limited access to personal information by authorized personnel only
• Employee training on privacy and security practices
• Secure storage of call recordings and text messages
• Secure transmission of data to third-party service providers (Workiz)

Limitation: While we implement robust security measures, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security of your information.

10. Sharing Your Personal Information

No Sale of Information: We do not sell, trade, or rent Users’ personal identification information to others for their marketing purposes.

Authorized Sharing: We may share your information with:

• Workiz – our scheduling and dispatching software provider (when you submit a service request form)
• Service providers and contractors who assist us in operating our Site and conducting our business (under confidentiality obligations)
• Trusted affiliates necessary to provide our services to you
• Internal departments (HR for job applications, respective departments for general enquiries)
• Legal authorities when required by law or to protect our rights and safety

Data Processors: Our service providers who handle your information are bound by data protection agreements and are only permitted to use your information as necessary to provide services to us.

Aggregated Information: We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates, and advertisers for analytical and business development purposes.

11. Your Privacy Rights

You have the following rights regarding your personal information:

Right of Access: You have the right to request the personal information we hold about you. We will provide your information within a reasonable timeframe in a clear and understandable format.

Right to Correction: You have the right to request correction of inaccurate or incomplete personal information.

Right to Deletion: You have the right to request deletion of your personal information, subject to legal retention requirements.

Right to Withdraw Consent: Where we rely on your consent to process information, you may withdraw that consent at any time.

To exercise any of these rights, please contact us using the information provided in the “Contacting Us” section below.

12. Third-Party Links and Services

Our Site may contain links to third-party websites and services that are not operated by VM Service Tech. This Privacy Policy applies only to our Site and services. We are not responsible for the privacy practices of third-party websites or services, including Workiz.

We encourage you to review the privacy policies of any third-party services (including Workiz) before providing your personal information. By submitting information through our Workiz form, you acknowledge that such information will be processed according to Workiz’s privacy practices and our data processing agreement with them.

13. Children’s Privacy

Our Site and services are not directed to children under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will take steps to delete such information and terminate the child’s account.

14. Changes To This Privacy Policy

VM Service Tech reserves the right to update this Privacy Policy at any time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will update the “Effective Date” at the top of this policy. Your continued use of the Site following the posting of changes constitutes your acceptance of those changes.

We encourage Users to frequently check this page for any changes to stay informed about how we are protecting the personal information we collect.

15. Compliance with Canadian Privacy Laws

We comply with applicable Canadian privacy legislation, including:

• PIPEDA (Personal Information Protection and Electronic Documents Act) at the federal level
• Quebec Privacy Laws governing the collection, use, and disclosure of personal information
• CASL (Canada’s Anti-Spam Legislation) regarding electronic marketing communications

16. Your Acceptance of These Terms

By using this Site, submitting forms, calling us, or using our services, you signify your acceptance of this Privacy Policy, including:

• The collection of personal information through our various forms
• The transmission of your information to Workiz for service scheduling
• The recording of phone calls
• The storage of text messages
• The use of your information as described herein

If you do not agree with this policy, please do not use our Site or services. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

17. Contacting Us

If you have any questions about this Privacy Policy, the practices of this Site, your privacy rights, or your dealings with VM Service Tech, please contact us at:

VM Service Tech

Mailing Address: 30 Boul Sainte-Marguerite, Châteauguay, QC J6K 1M1

Email: co*****@***********ch.ca

Phone: (438) 800-7676

Service Area: Montreal, Quebec, Canada

Privacy Inquiries: You may also contact us regarding privacy matters, data access requests, or concerns about your personal information.