Privacy Policy

This policy explains what personal information Northwind Heating Ltd. ("Northwind Heating", "we") collects, why we collect it, and what you can do about it. We handle personal information in accordance with British Columbia's Personal Information Protection Act (PIPA) and, where applicable, Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).

What we collect

Information you give us

When you submit a form, call us or book a service, we may collect:

• Your name, phone number and email address
• Your service address or postal code
• Details about your property and equipment relevant to the work
• The content of messages you send us

Information collected automatically

Like most websites, ours records standard technical information when you visit — IP address, browser type, pages viewed, referring page and timestamps. We use Google Tag Manager and Google Analytics for this. These tools set cookies. You can refuse cookies through your browser settings, though some parts of the site may work less well if you do.

When you submit a form, we also store a one-way scrambled version of your IP address alongside the enquiry, together with your browser's identification string. The scrambled value lets us tell whether two submissions came from the same place, which is how we identify automated spam. It cannot be turned back into your IP address.

We use Cloudflare Turnstile on our forms to distinguish humans from automated submissions. Turnstile is designed to work without tracking you across sites.

Why we collect it

• To respond to your enquiry and provide a quote
• To schedule, perform and invoice services
• To honour warranties and maintain service records
• To submit rebate applications on your behalf, where you have asked us to
• To meet legal, permitting and safety-regulation obligations
• To improve the website and understand how it is used

We do not sell your personal information. We do not share it with third parties for their own marketing.

Who we share it with

We share personal information only where it is necessary:

• Our CRM and communications providers, which store enquiry and customer records on our behalf
• Our website host, Cloudflare, which stores the website's own copy of your enquiry — see below
• Financing providers, where you have chosen to apply for financing — the application is handled by them under their own privacy policy
• Utilities and rebate program administrators, where you have asked us to submit a rebate claim
• Municipal authorities and Technical Safety BC, where a permit requires it
• Analytics providers, in the aggregated technical form described above
• Where we are legally required to — for example in response to a valid legal order

Where your enquiry is stored

When you send us a form from this website, a copy of it is stored in a database belonging to this website, in addition to being sent to our customer records system and emailed to our office. We do this so that an enquiry cannot be lost if one of those deliveries fails.

That database is operated for us by Cloudflare, and it is not located in Canada . Your information is therefore stored outside Canada and is subject to the laws of the country it is stored in, which may allow access by courts and law-enforcement or national-security authorities there. Canadian privacy law does not require us to keep the data in Canada, but it does require us to tell you, and this paragraph is that notice. The same is true of our customer records system and our email provider.

Access to that database is limited to named members of our staff, each with their own login. Who looked at what, and when, is recorded.

How long we keep it

We keep customer and service records for as long as needed to support warranties, meet regulatory and tax obligations, and maintain the service history of equipment we installed.

The copy of your enquiry held by this website is deleted automatically 24 months after you send it, whether or not it became a job. That deletion is done by a scheduled task, not by hand. If you would like it deleted sooner, ask us and we will remove it — see your rights below.

When information is no longer needed, we dispose of it securely.

Marketing communications

If you consent, we may contact you about maintenance reminders, seasonal offers or rebate programs. You can withdraw consent at any time by using the unsubscribe link in any email, replying STOP to a text message, or contacting us directly. Withdrawing marketing consent does not affect service communications about work you have booked.

Your rights

Under PIPA you have the right to:

• Ask what personal information we hold about you and how it has been used
• Request a copy of it
• Ask us to correct information that is inaccurate or incomplete
• Ask us to delete the enquiry you sent through this website
• Withdraw consent, subject to legal and contractual limits

To make a request, contact us at info@northwindheating.com or (604) 572-7944. We will respond within the timeframe required by law. If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia.

Security

We use reasonable physical, organisational and technical safeguards to protect personal information. The website is served over HTTPS and form submissions are transmitted encrypted. No system is completely secure, and we cannot guarantee absolute security.

Third-party links

Our site links to third-party sites — manufacturers, rebate programs, review platforms. This policy does not cover them. Read their policies before providing information to them.

Changes to this policy

We may update this policy. The "last updated" date above reflects the most recent change. Material changes will be made prominent on this page.

Contact

Northwind Heating Ltd.
14772 64 Ave #105
Surrey, BC V3S 1X7
(604) 572-7944
info@northwindheating.com