Your service request stays connected to its purpose.

1. Scope and accountability

This policy applies when you visit fixentra.ca, submit or discuss a service request, communicate with us, receive a technician visit or ask for warranty support. Fixentra is responsible for personal information under its control, including information processed by service providers on our behalf.

Our Privacy Officer is the role accountable for this policy. Privacy questions and requests can be started by calling 705-302-0105. We will verify the requester before releasing or changing a customer record.

2. Information we collect

• Contact and location: name, telephone number, optional email, city, optional postal code and service street address (including an apartment or unit), provided in your request or confirmed during the callback.
• Service request: appliance type, brand or model when provided, symptoms, error codes, photos or notes you choose to provide, preferred timing and service-area eligibility.
• Service record: appointment window, technician or dispatcher assignment, diagnosis, estimate, authorization, parts, work performed, payment and warranty outcome.
• Communications: call, text and email history, notes and, only after notice at the start of the call, a call recording when recording is enabled.
• Website and attribution: a random session identifier, page path, referral host, campaign parameters, browser locale, timezone, coarse country signal and whether the request form was started or submitted.
• Security data: IP address and request metadata may be processed transiently for rate limiting, fraud prevention and server security, and may appear in restricted infrastructure logs.

3. Purposes

We use personal information to respond to the request; confirm appliance scope, service area and availability; schedule and deliver a visit; prepare and document a diagnosis or estimate; obtain repair authorization; process or reconcile payment; administer the labour warranty; maintain an auditable service history; prevent duplicate or abusive requests; secure the website and CRM; meet accounting, tax, insurance and legal obligations; and measure service-request performance.

We do not sell customer personal information. We do not use a service request as permission for unrelated promotional messaging.

4. Consent and withdrawal

When you submit the form, you ask Fixentra to call or text you about that request. This service communication is separate from marketing consent. You may withdraw consent for optional uses at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing contact consent may prevent us from scheduling or completing a requested service.

If we want to use information for a materially new purpose, we will explain that purpose and obtain additional consent when required.

5. Calls, texts and call recording

Fixentra may call, text or email to answer an inquiry, provide a requested estimate, confirm a visit, communicate service changes, document an authorization or provide warranty support. Standard carrier charges may apply.

Some customer calls may be recorded for authorization evidence, quality assurance, training or dispute resolution. When recording is enabled, an automated message or team member will state at the beginning that the call is being recorded and explain the purpose. Continuing after that notice indicates consent. You may ask whether another communication method is available.

Promotional electronic messages, if introduced later, will use the consent, sender-identification and unsubscribe practices required by Canada’s Anti-Spam Legislation.

6. When information is shared

Access is limited to people and organizations that need the information for an identified purpose: authorized Fixentra dispatchers and technicians; hosting, security, backup and CRM infrastructure; telephone, email or text providers; payment processors; parts suppliers where order details are needed; professional advisers, insurers or authorities where legally required; and a successor in a legitimate business transaction subject to appropriate safeguards.

Providers must use the information only to deliver the contracted service. Some providers may process information outside Canada, where it may be subject to the laws of that jurisdiction.

7. Website analytics, advertising and storage

The public website uses a first-party random identifier stored in session storage. It expires when the browser session ends and is used for limited first-party service-funnel counts: page visits, opening the request form, the first edit, completion stages, validation and delivery error categories, telephone-link clicks and server-confirmed requests. These events do not contain field values or free-text messages. First and latest campaign attribution are retained within that browser session so opening another page does not lose the source of your request.

The website uses Google’s basic consent mode, with analytics and advertising storage denied by default. The Google tag is not loaded until you enable an optional Google choice. If you enable Analytics, Google Analytics measures page views, request-form stages and error categories, completed service requests and clicks on the business telephone link. Google may then process device and browser information, page and referral information, campaign identifiers, approximate location and consent state.

If you separately enable Relevant ads, Google advertising storage, advertising user-data processing and ad personalization are enabled. Google may use site visits to build a Fixentra remarketing audience and show more relevant Fixentra ads after you leave the website. With this choice enabled when you submit a request, Fixentra may use the advertising click identifier and the time of a confirmed booking to measure which ads led to service bookings. We record your measurement choices with the request. Contact permission alone does not authorize this advertising measurement. This choice is optional, is not required to submit a service request and can be withdrawn at any time through the “Privacy choices” control.

Fixentra does not intentionally send your name, telephone number, email, postal code, street address, free-text appliance details or service-request text to Google Analytics or Google Ads. Your choices are stored in your browser. Selecting “Essential only” keeps analytics and advertising storage disabled and stops optional events. Google may process analytics and advertising information outside Canada under its own privacy terms. The authenticated CRM separately uses a secure, HTTP-only session cookie so an authorized team member can remain signed in.

8. Retention and deletion

Records are retained only as long as reasonably necessary for the purpose identified, including dispatch, warranty, customer support, dispute handling, accounting, tax, insurance and legal requirements. Different records therefore have different review dates. When information is no longer required, it is securely deleted or anonymized. Backup copies are removed through the backup rotation rather than edited individually.

A customer may request deletion. We will delete information that is no longer needed, while retaining a minimal record where required to document the request, a transaction, a legal obligation or the security of the service.

9. Safeguards and incidents

Fixentra uses safeguards appropriate to the sensitivity of the information, including encrypted transport, restricted authenticated access, secure session cookies, rate limits, server hardening, audit records and protected backups. No system is risk-free. If a security breach creates a real risk of significant harm, Fixentra will report and notify as required by law and will keep the required breach record.

10. Access, correction and complaints

You may ask whether we hold personal information about you, request access, correct inaccurate information, challenge our handling practices or withdraw optional consent. Call 705-302-0105 and ask for the Privacy Officer. We may request limited information to verify identity and will explain any lawful reason that prevents us from fulfilling all or part of a request.

If a concern is not resolved, you may contact the Office of the Privacy Commissioner of Canada.

11. Changes to this policy

The effective date appears at the top of this page. Material changes will be posted before they take effect and additional consent will be requested where required.

Business contact details

Fixentra Appliance Repair
705-302-0105