Privacy Policy

Durham Junk Removal (“we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website at junkremovaldurham.ca or contact us to request services.

This policy complies with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, Ontario's applicable privacy laws.

1. Information We Collect

We collect personal information you voluntarily provide when you:

• Submit a quote request through our website form
• Call or text us directly
• Send us an email

This information may include:

• Full name
• Phone number
• Email address
• Service address / city
• Description of services requested

We do not store payment card information. Online deposits and balance invoices are processed securely through Stripe Checkout. We never see or handle your card details directly.

2. How We Use Your Information

We use the information you provide to:

• Respond to your quote request or inquiry
• Schedule and confirm your junk removal appointment
• Send you a confirmation email and/or SMS notification about your booking
• Follow up after service to confirm satisfaction
• Comply with legal and regulatory obligations

By submitting a quote request, you consent to Durham Junk Removal contacting you by phone, SMS, or email about your specific request. We do not sell, rent, or share your personal information with third parties for marketing purposes. You may withdraw consent at any time (see Section 9).

3. Third-Party Service Providers

To operate our website and communicate with you, we use the following trusted third-party service providers. Each handles your data in accordance with their own privacy policies:

• Supabase — Secure database storage for lead information. Data is stored in encrypted databases. Supabase Privacy Policy
• Resend — Email delivery service used to send you a confirmation email and to notify our team of new requests. Resend Privacy Policy
• Twilio — SMS and voice notification service used to send booking confirmations, job status updates, and alerts. Twilio Privacy Policy
• Vapi — AI voice assistant service that handles inbound phone calls on our behalf. When you call our number, your call is handled by Vapi's AI system, which may record and transcribe the call to extract your service request details. Vapi Privacy Policy
• Stripe — Payment processing platform used to collect booking deposits and job payments securely online. Your payment card information is handled directly by Stripe and is never stored on our servers. Stripe Privacy Policy
• Google Analytics — Website analytics used to understand how visitors interact with our site. No personally identifiable information is shared. Google Privacy Policy
• Vercel — Website hosting provider. Vercel Privacy Policy

We share only the minimum information necessary for these providers to perform their functions. They are prohibited from using your data for any other purpose.

4. Cookies and Website Analytics

Our website uses a cookie consent banner. By clicking “Accept,” you consent to the use of cookies that help us understand how visitors interact with our site.

We may use basic analytics (such as page views and traffic sources) to improve our website experience. We do not use advertising cookies or sell cookie data to third parties.

You can disable cookies in your browser settings at any time, though this may affect some functionality of the website.

5. How Long We Keep Your Information

We retain your contact and booking information for up to 12 months after your last interaction with us, to facilitate rebooking and to maintain records for tax and business purposes. After this period, your information is deleted or anonymized.

6. Your Rights Under PIPEDA

As a Canadian resident, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Withdraw consent to our use of your information (where consent is the basis for processing)
• Request deletion of your personal information (subject to legal retention requirements)
• File a complaint with the Office of the Privacy Commissioner of Canada if you believe your rights have been violated

To exercise any of these rights, contact us at the details below. We will respond within 30 days.

7. Security

We take reasonable technical and organizational measures to protect your personal information from unauthorized access, loss, or misuse. Our data is stored in encrypted cloud databases. However, no internet transmission is completely secure, and we cannot guarantee absolute security.

8. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected such information, please contact us and we will delete it promptly.

9. Withdrawing Consent

You may withdraw your consent to our use of your personal information at any time. To do so, contact us at the details in Section 11. Please note that withdrawing consent may affect our ability to provide services to you (for example, we cannot schedule a pickup without a phone number or address).

To opt out of SMS or email communications, reply STOP to any SMS message or include an unsubscribe request in an email to us.

10. Data Breach Notification

In the event of a data breach that poses a real risk of significant harm to individuals, we will notify affected individuals and the Office of the Privacy Commissioner of Canada as required by PIPEDA. Notification will be made as soon as reasonably possible after we become aware of the breach.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. We will post the updated policy on this page with a revised effective date. Continued use of our website after changes constitutes acceptance of the updated policy.

12. Contact & Privacy Officer

If you have questions or concerns about this Privacy Policy or our data practices, or wish to exercise your PIPEDA rights, please contact our Privacy Officer:

We will respond to access, correction, or deletion requests within 30 days.

You may also contact the Office of the Privacy Commissioner of Canada if you have unresolved concerns.