Privacy Policy

01Who this policy covers

Vantage Service Group Inc. ("Vantage", "we", "us", "our") is a privately held Canadian company that owns and operates local home service businesses across appliance repair, plumbing, HVAC, electrical, garage doors, car detailing, junk removal, and pressure washing. This policy applies to personal information handled by Vantage and its operating companies through this website, our phone and text lines, our email addresses, our web forms, and the service work we perform.

We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), British Columbia's Personal Information Protection Act (PIPA), and Canada's Anti-Spam Legislation (CASL). Where an operating company publishes its own privacy notice, that notice applies to that company's service work and this policy applies to the group and to this website.

02What personal information we collect

We only collect what we need to answer an enquiry, do the work, hire people, or evaluate a franchise or supplier relationship. Depending on how you interact with us, that can include:

• Contact details — your name, email address, mailing or service address, city, and phone number, including the mobile number you give us for text messages.
• Enquiry and service details — the desk you selected, the message you wrote, the appliance or system involved, the trade or vertical, appointment times, service history, warranty and model information, and notes a technician records about the job.
• Employment information — the details in a resume or application you send us, including work history, trade tickets and certifications, licences, references, and eligibility to work in Canada.
• Franchise and supplier information — the business, territory, and general financial or operational background a candidate or vendor chooses to share with us.
• Payment and billing information — invoice records and the amount and method of payment for service work. Card numbers are entered into, and held by, our payment processors rather than by us.
• Messaging records — the content and metadata of calls, emails, and text messages with us, including the date and time you gave or withdrew SMS consent and the source of that consent.
• Technical and usage information — IP address, browser and device type, referring page, pages viewed, and similar information generated when you visit this website.

We do not ask for and do not want government identification numbers, health information, or other sensitive information through this website. Please do not send it through our forms.

03How we use personal information

We use personal information for the following purposes:

• Responding to you — to answer an enquiry, quote work, and reach the desk that matches your question.
• Providing service — to book, dispatch, perform, and warranty appliance, plumbing, HVAC, electrical, garage door, detailing, junk removal, and pressure washing work, including ordering parts and coordinating with manufacturers and dealers.
• Appointments and job updates — to confirm a booking, tell you when a technician is on the way, send reminders, and follow up after the visit. Some of these messages are sent by text message where you have consented.
• Billing and records — to invoice, take payment, keep warranty and service records, and meet tax and accounting obligations.
• Hiring — to evaluate applications, verify tickets and references, and communicate with candidates about roles.
• Franchise and supplier evaluation — to assess territories, candidates, and vendors, and to administer those relationships.
• Service quality and safety — to review callbacks, handle complaints, train our teams, and protect our people, customers, and property.
• Marketing, only with your consent — to send offers, seasonal maintenance reminders, and company news where we have your consent or an existing business relationship permitted by CASL. Every marketing message includes a way to unsubscribe.
• Website operation and improvement — to keep this site secure and working, and to understand in aggregate which pages people find useful.
• Legal compliance — to comply with applicable law, respond to lawful requests, enforce our terms, and establish or defend legal claims.

We do not sell personal information. We do not use personal information for automated decision-making that has a legal or similarly significant effect on you.

04SMS and text message program

If you give us your mobile number and opt in — on a web form, in writing, over the phone, or by texting us first — we may send you text messages about your enquiry, your booking, and your service work. Messaging frequency may vary. Message and data rates may apply. You can reply STOP to any message to opt out at any time, and HELP for help. Full program details are in our SMS Terms & Conditions.

We keep a record of when and how you opted in, and when you opted out, because carrier and regulatory rules require us to be able to show it. Opting out of text messages does not stop us from contacting you by phone or email about work already in progress.

05Who we share personal information with

We share personal information only where it is needed for the purposes above, and only with the following categories of recipients:

• Our operating companies — the Vantage company that will actually perform or support your service work, so a single enquiry does not have to be repeated.
• Service providers acting for us — messaging and telecom providers, email and hosting providers, dispatch and field service software, review and CRM platforms, payment processors, and accounting and IT support. They are bound by contract to use the information only to provide their service to us.
• Manufacturers, dealers, distributors, and warranty administrators — where your work is performed under a manufacturer or dealer warranty and the claim, parts order, or authorization requires it.
• Parts suppliers and subtrades — the minimum needed to order a part or complete a job, such as a delivery address or an appliance model number.
• Professional advisors — lawyers, accountants, insurers, and auditors, where they need it to advise us.
• Authorities and legal requirements — where we are required or permitted by law to disclose, such as a court order, subpoena, regulatory request, or where disclosure is needed to investigate fraud or protect someone's safety.
• A purchaser in a business transaction — if Vantage or one of its companies is sold, reorganized, or merged, information may be transferred as part of that transaction, subject to appropriate confidentiality protections and continued application of this policy.

We do not sell, rent, or trade personal information. We do not share personal information with third parties or affiliates for their own marketing purposes. As set out above, SMS consent and mobile numbers are never shared with third parties or affiliates for marketing or promotional purposes.

06Legal grounds and consent

We collect, use, and disclose personal information with your consent, except where legislation allows or requires us to act without it. Consent can be express, such as ticking a box or texting a keyword, or implied, such as giving us your address so a technician can attend. When you submit a form or book work, you are consenting to the uses described in this policy.

You can withdraw consent at any time, subject to legal and contractual limits, by writing to privacy@vantageservicegroup.com. If withdrawing consent means we cannot complete work in progress or honour a warranty, we will tell you before acting on the request.

07How long we keep information

We keep personal information only as long as needed for the purpose it was collected for, and then for the period required by law. In practice that means enquiry records are kept while the enquiry is open and for a reasonable follow-up period, service, warranty, and invoicing records are kept for the years required by tax, warranty, and limitation-period rules, applications are kept for a limited period so we can consider a candidate for future roles, and SMS consent and opt-out records are kept for as long as needed to prove compliance. When information is no longer needed, we destroy, erase, or anonymize it.

08How we protect information

We use safeguards appropriate to the sensitivity of the information, including encryption of this website in transit, access controls that limit information to the people who need it to do their jobs, contractual protections with our service providers, and internal policies for handling customer and employee information. No system is perfect, so we cannot guarantee absolute security, but we investigate suspected incidents and notify affected individuals and regulators where the law requires it.

09Your choices and privacy rights

Subject to applicable law, you can:

• Access the personal information we hold about you and ask how it has been used and disclosed.
• Correct information that is inaccurate or incomplete.
• Withdraw consent for a particular use, including marketing.
• Unsubscribe from marketing email using the link in any message, or ask us to remove you.
• Opt out of text messages by replying STOP to any message from us.
• Ask us to delete information we no longer have a legal or business reason to keep.
• Complain to us, and then to the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner for British Columbia if you are not satisfied with our answer.

Write to privacy@vantageservicegroup.com and we will respond within 30 days, or tell you if we need an extension permitted by law. We may need to verify your identity before acting on a request.

10Cookies and website analytics

This website is a static site and does not use advertising cookies or cross-site tracking. We may use privacy-respecting, aggregate analytics to count page views and understand which pages are useful, and our host records standard server logs, including IP addresses, for security and reliability. Our web forms open a draft in your own email application rather than storing your message on this site. You can block or delete cookies in your browser settings; the site will continue to work.

11Children's privacy

Our services are directed at adults. We do not knowingly collect personal information from children under 13, and we do not knowingly enroll anyone under the age of majority in their province in our SMS program. If you believe a child has given us information, write to us and we will delete it.

12Storage and cross-border transfers

Vantage operates in Canada and has office team members supporting operations in Canada and the United States. Some of our service providers store or process information in the United States or other countries. Where that happens, the information may be accessible to courts and authorities in those countries under their laws, and we require our providers to protect it with safeguards comparable to those described in this policy. You can ask us where information is stored by writing to our privacy contact.

13Changes to this policy

We may update this policy as our business, technology, or the law changes. The "Last updated" date at the top of this page shows when it last changed. Material changes affecting how we use information you have already given us will be posted here before they take effect, and where required we will ask for consent again.

14How to reach our privacy office

Vantage Service Group Inc. is responsible for the personal information in its custody. Questions, access requests, and complaints can go to our Privacy Officer:

• Email — privacy@vantageservicegroup.com
• General enquiries — hello@vantageservicegroup.com
• Location — Lower Mainland, British Columbia, Canada
• Website — www.vantageservicegroup.com

For the SMS program specifically, see our Terms & Conditions, which set out the types of messages we send, frequency, rates, and how to opt out.