Privacy Policy

VistaCare Services Ltd. ("VistaCare", "we", "us", or "our") respects your privacy. This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit vistacare.ca, request a quote or booking, communicate with us, or receive our property care services.

1. Scope and accountability

This policy applies to personal information under VistaCare's control in connection with the website and our customer and prospective-customer relationships. It does not apply to independent third-party websites or services that have their own privacy practices.

VistaCare handles personal information in accordance with British Columbia's Personal Information Protection Act and, where applicable, the federal Personal Information Protection and Electronic Documents Act and other applicable privacy laws.

Our Privacy Officer is responsible for overseeing compliance, answering questions, and receiving access, correction, and complaint requests. Contact details are provided in section 13.

2. Personal information we collect

Information you provide

Depending on how you interact with us, we may collect:

• your name, telephone number, and email address;
• your city, postal code, property address, and other location or access details;
• the service category or service requested, project or property details, preferred dates and times, and special instructions;
• communications and customer-service records, including messages sent by email, telephone, text message, or through the website;
• quote, work-order, invoice, payment-status, and service-history information created when services are arranged; and
• any other information you voluntarily provide that is reasonably relevant to your request.

The website does not currently request payment-card details. Please do not put credit-card numbers, banking information, government identification numbers, medical information, alarm codes, or other highly sensitive information in a website form or open-text field.

Information collected automatically

When you use the website, our web server and infrastructure providers may automatically record technical information such as your Internet Protocol (IP) address, browser and device type, operating system, referring page, pages and files requested, date and time, response status, and security or error events.

The website also reads standard campaign parameters (for example, utm_source and utm_campaign) from a page address and may store them in your browser's session storage for the current browsing session. We use this information to understand how visitors reached the website and to evaluate campaigns.

Information from other sources

We may receive personal information from a property owner, property manager, business client, referral source, or other person who is authorized to request services involving you or your property. If you provide another person's personal information, you are responsible for having authority to do so.

3. How we use personal information

We may use personal information to:

• respond to questions, quote requests, and booking requests;
• assess service requirements, prepare estimates, confirm availability, schedule work, and provide services;
• communicate about appointments, access, changes, follow-up, customer support, invoices, and payments;
• maintain customer, service, accounting, tax, insurance, and business records;
• improve our website, services, customer experience, and campaign measurement;
• secure the website and our systems, detect misuse or fraud, investigate incidents, and enforce our agreements;
• establish, exercise, or defend legal claims and comply with legal, regulatory, insurance, or safety requirements; and
• send promotional electronic messages only where we have the consent or other legal authority required by applicable law.

4. Consent and your choices

We obtain consent in a form appropriate to the circumstances. When you voluntarily provide information for an obvious purpose - such as asking for an estimate or booking - we may rely on your implied consent to use and disclose it for that purpose. We will seek additional consent where required for a new purpose.

You may withdraw consent on reasonable notice, subject to legal or contractual restrictions. Withdrawal may mean that we cannot complete a request or continue providing a service. You may opt out of promotional email or text messages by using the unsubscribe method provided or by contacting us. We may still send non-promotional messages about an active request, appointment, invoice, or service relationship.

5. When we disclose personal information

We may disclose personal information only as reasonably necessary for the purposes described in this policy, including to:

• VistaCare personnel and authorized contractors who need the information to respond to or perform work;
• hosting, DNS, cybersecurity, email, communications, scheduling, customer-management, payment, accounting, backup, and other technology or business service providers;
• professional advisers, insurers, auditors, and financial institutions;
• law-enforcement, regulatory, governmental, or other parties where disclosure is required or permitted by law, or reasonably necessary to protect rights, safety, or property; and
• a prospective purchaser, successor, or other party involved in a proposed or completed business transaction, subject to appropriate confidentiality and legal requirements.

We do not sell or rent personal information. Service providers are permitted to process information only for authorized services and are expected to protect it appropriately.

6. Service providers and processing locations

We use or may use third-party infrastructure and service providers, including web-hosting and DNS/security providers such as DigitalOcean and Cloudflare where enabled. Providers may process or store information in Canada, the United States, or other jurisdictions. Information in another jurisdiction may be subject to that jurisdiction's laws and lawful access by courts, law-enforcement, or national-security authorities.

VistaCare remains responsible for personal information under its control and uses contractual, organizational, and technical measures appropriate to the circumstances when engaging service providers.

7. Retention

We retain personal information only for as long as reasonably needed for the purposes for which it was collected, to maintain appropriate business and service records, and to meet legal, tax, insurance, accounting, warranty, dispute-resolution, and security requirements. Retention periods vary by record type.

When information is no longer required, we take reasonable steps to delete, destroy, or anonymize it. Where applicable law requires a record used to make a decision directly affecting an individual to be kept for a minimum period, we retain it for that period.

8. Safeguards

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity and volume of the information. These may include HTTPS encryption in transit, access restrictions, account and permission controls, software updates, backups, service-provider controls, and procedures for handling incidents.

No website, transmission, or storage system can be guaranteed completely secure. Please use caution when submitting information online and contact us promptly if you believe information provided to VistaCare has been misused or exposed.

9. Access, correction, and privacy complaints

You may ask for access to personal information VistaCare holds about you and request correction of information that is inaccurate or incomplete, subject to legal exceptions. You may also ask how your information has been used or disclosed and raise a concern about our privacy practices.

Send a written request to the Privacy Officer using the contact information below. We may need to verify your identity before responding. We will respond within the time required by applicable law and explain any refusal or limitation that the law permits.

Please first give VistaCare a reasonable opportunity to address a privacy complaint. If the matter is not resolved, you may contact the Office of the Information and Privacy Commissioner for British Columbia.

10. Children and minors

The website and our services are intended for adults and for people authorized to arrange property services. A minor should not submit personal information or request services without the involvement of a parent or legal guardian where required.

11. Third-party websites

The website may link to services or websites operated by third parties. VistaCare does not control their privacy or security practices. Review the applicable third party's privacy policy before providing information.

12. Changes to this policy

We may update this Privacy Policy as our practices, services, providers, or legal obligations change. The revised policy will be posted on this page with a new "Last updated" date. Where required by law, we will provide additional notice or obtain consent.

13. Contact the Privacy Officer