Privacy Policy​

At True Restoration Ltd. (“we,” “us,” or “our”), we understand that when you call us, you are often dealing with a stressful situation regarding your property. We are committed to protecting the privacy and security of your personal information throughout the restoration process. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in compliance with Canadian federal and provincial privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s anti-spam legislation (CASL).

1. Information We Collect

To provide effective property restoration services and to respond to inquiries you submit through our websites, we collect personal information. We limit this collection to what is necessary to perform our work, process your claim, and follow up with you.

• Contact information. Name, property address, phone number, and email address.
• Insurance information. Policy numbers, insurance provider names, claim numbers, and contact details for your insurance adjuster.
• Property and project details. The nature of the damage, photos, moisture readings, materials affected, and other details we capture while documenting the work.
• Form submissions. Information you provide through our online request forms (including help.truerestoration.ca), such as your name, contact details, company name (optional), and a description of your situation.
• Marketing preferences. Your consent (or refusal) to receive marketing emails or SMS messages, and any subsequent changes to those preferences.
• Website usage data. When you visit our websites, we may automatically collect technical information such as IP address, browser type, device type, pages viewed, referring URL, and time spent on each page.

2. How We Use Your Information

We use the personal information we collect to:

• Respond to your inquiry and dispatch a crew to your property.
• Estimate, schedule, and perform restoration work.
• Communicate with you, your insurance provider, and any subcontractors involved in your job.
• Document the work for your records, your insurance claim, and our internal quality assurance.
• Send you transactional messages (visit reminders, scheduling confirmations, completion notices).
• If you have opted in, send you marketing emails or SMS messages about our services.
• Improve our websites and measure the performance of our advertising.
• Comply with legal, accounting, and insurance reporting obligations.

3. Marketing emails and SMS

Our online request form includes optional checkboxes through which you may consent to receive marketing emails or marketing SMS messages from True Restoration Ltd. These checkboxes are unchecked by default. If you do not check them, we will only contact you about the specific service you requested.

If you opt in:

• Email. Every marketing email contains an unsubscribe link in the footer. You can unsubscribe at any time and your request will take effect within ten (10) business days, as required by CASL. Transactional emails about an active job will continue regardless of marketing preferences.
• SMS. You may opt out at any time by replying STOP to any marketing message. Reply HELP for help. Message and data rates may apply. Message frequency varies. Standard transactional messages (visit reminders, dispatch updates) will continue regardless of marketing preferences and may be opted out separately by replying STOP.

We retain consent records, including the date and source of your opt-in, for the period required by CASL.

4. How we share your information

We do not sell or rent your personal information. We may share your information with:

• Insurance providers. We share project documentation, photos, and costs with your insurance company to assist in processing your claim.
• Trusted subcontractors. We may provide your address and contact details to trusted trade partners (e.g., flooring specialists, dry-wallers) who are contracted by us to work on your property. They are contractually obligated to keep your information confidential.
• Service providers. See section 5 below.
• Legal compliance. We may disclose information if required by law, court order, or government regulation.

We implement appropriate physical, technical, and administrative safeguards to protect your personal information against loss, theft, and unauthorized access. This includes secure storage of physical files, password-protected digital systems, and restricted access to personal information by employees on a “need-to-know” basis.

5. Service providers we use

We use a small number of carefully selected service providers to operate our business and websites. These providers process personal information on our behalf, only for purposes we direct, and only to the extent necessary to provide their service. Key providers include:

• Jobber (Octopii Inc., Canada) — processes online work-request submissions, manages our scheduling, and sends transactional notifications. Jobber’s privacy practices are described at getjobber.com/privacy.
• Google LLC (United States) — provides analytics (Google Analytics 4) and advertising performance measurement (Google Ads, Google Tag Manager) for our websites. Google’s privacy practices are described at policies.google.com/privacy.
• Netlify, Inc. (United States) — hosts the help.truerestoration.ca landing-page system.

Some of these providers store data outside Canada (primarily in the United States). When personal information is transferred outside Canada, it may be accessible to the laws and authorities of those jurisdictions. We rely on contractual safeguards with our providers to maintain a level of protection comparable to Canadian standards.

6. Analytics and advertising tools

Our websites use the following tools to understand how visitors engage with our content and to measure the effectiveness of our advertising. None of these tools is used for cross-site behavioural advertising on our part.

• Google Analytics 4. Tracks page views, traffic sources, session duration, and aggregated user behaviour. We have IP anonymization enabled.
• Google Tag Manager. A container we use to load and govern the analytics and conversion-tracking scripts above.
• Google Ads conversion tracking. Counts form submissions and phone calls that originate from our paid Google Ads, so we can measure return on advertising spend.

You can opt out of Google Analytics by installing the Google Analytics opt-out browser add-on. You can adjust ad-personalization settings in your Google account at adssettings.google.com. You can also disable cookies through your browser settings, though this may affect website functionality.

7. Cookies

If you visit our websites, we may use cookies (small data files placed on your device) for the purposes described above — to enable essential site functionality, to analyze traffic, and to measure the performance of our advertising. You can choose to disable cookies through your browser settings, though this may affect site functionality.

8. Consent

By hiring True Restoration Ltd., providing us with your personal information through our websites, or allowing us to begin work on your property, you consent to the collection, use, and disclosure of that information as described in this Privacy Policy. In many cases, your consent is implied when you ask us to provide a service (for example, emergency water extraction). You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice, but this may prevent us from completing your restoration project.

9. Security

We use reasonable physical, technical, and administrative safeguards to protect your personal information from unauthorized access, disclosure, alteration, and destruction. No method of electronic transmission or storage is one-hundred-percent secure, but we work continuously to maintain industry-standard protections.

10. Retention

We retain personal information for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or insurance reporting requirements. Marketing-consent records are retained for the period required by CASL.

11. Your rights: access, correction, and deletion

You have the right to:

• Request access to the personal information we hold about you.
• Request corrections if you believe the information is inaccurate.
• Request that we delete personal information we no longer need to retain (subject to legal and contractual exceptions).
• Withdraw consent for marketing communications at any time.

To make any of these requests, please contact us using the information at the end of this policy.

12. Children’s privacy

Our services are directed to property owners and authorized agents. We do not knowingly collect personal information from children under the age of 13. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

13. Quebec residents

If you are a Quebec resident, you have rights under Law 25 (the Act respecting the protection of personal information in the private sector), including the right to data portability and the right to be informed when personal information is communicated outside Quebec. The person responsible for the protection of personal information at True Restoration Ltd. can be reached at info@truerestoration.ca.

14. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The updated version will be posted on this page with a revised “Last updated” date.

15. Contact us

If you have questions about this Privacy Policy or how we handle your personal information, please contact us via our contact page or send an email to info@truerestoration.ca.

True Restoration Ltd.
Serving York Region, Ontario, and surrounding areas.