Hero Washing is a family-run exterior cleaning company in Kitchener–Waterloo. This policy explains, in plain language, what personal information we collect, why we collect it, who we share it with, and how you can get it corrected or deleted. It applies to herowashing.ca, our quote and booking forms, our Facebook and Instagram lead forms, and the texts and emails we send about your job.
The short version. We collect the contact details you give us so we can quote and do your job. We use Meta and Google advertising tools to measure which ads bring in work. We text and email you about your request. We do not sell your personal information to anyone. You can ask us to delete your information at any time and we will.
On this page
1. Who we are
This website and service are operated by 1000208351 Ontario Inc., carrying on business as Hero Washing, a corporation registered in Ontario, Canada.
- Mailing address: 103 Scenic Wood Crescent, Kitchener, Ontario, N2A 3N2, Canada
- Email: customerservice@herowashing.ca
- Phone: (519) 497-7882
We are responsible for the personal information under our control, and we handle it in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).
2. What we collect
Information you give us
When you request a quote, book a job, or fill in one of our forms — on our website or on Facebook or Instagram — we collect the details you enter. Depending on the form, that can include:
- Your name
- Your phone number
- Your email address
- The service address where the work would happen
- Which service you are interested in
- Details about the property, such as how many storeys it has
- When you would prefer to be contacted
- Anything else you choose to write in a message or notes field
If you contact us by phone, text or email, we keep a record of that conversation so whoever picks up next knows where things stand.
Information collected automatically
When you visit herowashing.ca, our analytics and advertising tools may record your IP address, browser and device type, the pages you viewed, how long you stayed, and the site or ad that referred you.
3. Why we collect it
We use your information to:
- Prepare and send you a quote
- Contact you about your request, schedule the work, and follow up afterwards
- Provide the service and take payment for it
- Send reminders, seasonal follow-ups, and requests for a review
- Understand which ads and pages actually bring in work, so we spend our advertising money sensibly
- Keep records we are required to keep by law, such as for tax purposes
We rely on your consent, which you give by submitting a form or asking us for a quote. You can withdraw that consent at any time — see Your rights.
4. Text messages — consent and how to stop
If you give us your mobile number, we may text you about your quote, your appointment, or work we have done for you.
- Consent. By giving us your mobile number on a form or in conversation, you agree that we may text you about your enquiry and your job. Consent to receive marketing texts is never a condition of buying anything from us.
- Frequency. Message frequency varies with your job. It is not a fixed number.
- Cost. Message and data rates may apply, depending on your mobile plan. We do not charge you for our texts.
- Stopping. Reply STOP to any message and we will stop texting that number. Reply HELP for help, or contact us using the details below.
- Carriers. Mobile carriers are not liable for delayed or undelivered messages.
Telling us you are not interested in a particular service does not remove you from our records. If you want to stop hearing from us entirely, reply STOP or email us and say so plainly — we will action it and it is permanent.
5. Who we share it with
We do not sell your personal information, and we do not share it with anyone for their own marketing.
We do use a small number of service providers to run the business. They only receive what they need, and only to provide their service to us:
| Provider | What it does for us |
|---|---|
| Meta Platforms (Facebook, Instagram) | Runs our ads, delivers lead forms filled in on Facebook or Instagram, and measures ad results |
| Website analytics and advertising measurement | |
| Twilio | Sends and receives our text messages |
| Brevo | Sends our email |
| Netlify | Hosts this website |
| Vercel | Hosts our internal customer management system |
| Railway | Hosts the database behind that system |
Some of these providers store or process information on servers outside Canada, including in the United States. While it is there, it may be accessible to courts and law enforcement in that country under their laws.
We may also disclose information where the law requires it, or where it is necessary to establish or defend a legal claim.
6. Cookies and tracking
We use cookies and similar technologies to see how the site is used and to measure our advertising. Specifically:
- Google Analytics — tells us which pages people visit and how they got there.
- Meta Pixel — tells us when someone who saw one of our ads later asked for a quote, so we can tell which ads are worth running.
You can block or delete cookies in your browser settings. You can opt out of Google Analytics with Google's browser add-on, and adjust what Meta uses for advertising in your Facebook or Instagram ad settings. Blocking cookies will not stop you from getting a quote from us.
7. How long we keep it
- If you became a customer: we keep your job and payment records for as long as we need them for warranty, tax and accounting purposes — generally seven years, which is the period Canadian tax rules expect.
- If you asked for a quote but did not book: we keep your enquiry so we recognise you if you come back, and so we do not pester you twice about the same thing.
- Either way: if you ask us to delete your information, we will, except for the minimum we are legally required to retain.
8. Your rights
Under PIPEDA you have the right to:
- Access the personal information we hold about you
- Correct anything that is wrong or out of date
- Withdraw consent to further contact, at any time
- Ask us to delete your information — see the next section
- Complain to the Office of the Privacy Commissioner of Canada if you think we have got it wrong
Email us and we will respond within 30 days. We will not charge you, and we will not treat you differently for asking.
9. How to request deletion
To have your personal information deleted, email customerservice@herowashing.ca with the subject line “Data deletion request”, or call (519) 497-7882.
Please include the name, phone number or email address you gave us, so we can find your record. You do not need to give a reason.
We will confirm within 30 days once it is done. This includes information collected through Facebook or Instagram lead forms. The only things we keep are records we are legally required to hold, such as invoices needed for tax purposes.
10. How we protect it
Our internal customer system sits behind a login, access is limited to the two owners and any staff who need it to do their job, and traffic to this site and that system is encrypted in transit. No system is perfect, but we take this seriously — your address and phone number are not something we treat casually.
11. Children
Our services are sold to property owners and occupiers. This site is not directed at children under 18, and we do not knowingly collect their personal information. If you believe a child has given us information, contact us and we will remove it.
12. Changes to this policy
If we change how we handle personal information, we will update this page and change the “last updated” date at the top. Material changes will be described here rather than made quietly.
13. Contact us
Questions about this policy, or about your information, go to whoever is on the tools that day — Nathan or Eduard:
- Email: customerservice@herowashing.ca
- Phone: (519) 497-7882
- Mail: 1000208351 Ontario Inc. o/a Hero Washing, 103 Scenic Wood Crescent, Kitchener, Ontario, N2A 3N2, Canada
If you are not satisfied with how we have handled a privacy concern, you may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.