Privacy Policy

HerHaven Cleaning Co. is a residential and commercial cleaning business based in Edmonton, Alberta, serving the Greater Edmonton area.

This policy applies to personal information we collect through our website, our booking and quote process, our customer portal and staff portal, our in-app assistant, and in the ordinary course of providing our cleaning services. It applies to our customers, prospective customers, website visitors, job applicants, and team members.

“Personal information” means information about an identifiable individual — such as your name, contact details, home address, and payment history. It does not include the business contact information of an individual used solely to communicate with them in a work capacity.

We collect only what we need to provide our services and run our business. Depending on how you interact with us, this may include:

From customers & prospective customers

• Contact details — name, phone number, email address, and service address.
• A secondary contact name and phone number, if you provide one.
• Home-access details you choose to share so we can clean — e.g. gate codes, alarm codes, key location, and parking instructions.
• Details needed to do the job well — home size, pets, preferred day/time, frequency, and any special instructions or notes.
• An optional photo of your home’s exterior to help our team find and identify the property.
• Billing information — your rate, invoices, tips, account balance, and payment records (method and e-transfer reference). We do not collect or store credit-card or bank-account numbers; payments are made by e-transfer, cash, or cheque.
• Messages you send us, reviews you submit, and appointment change requests.

From website visitors

• Information you enter in our contact or quote forms (name, email, phone, and your message).
• If you create a customer portal account, a login credential (a securely hashed password) and basic account activity such as your last sign-in time.

From job applicants

• Your name, email, phone, availability, and work history.
• Your résumé and — where required for a role of trust in clients’ homes — a criminal record check.
• References you provide (the name and contact information of your references). Please only share reference details you have permission to give us.

From team members

• Employment/contractor details needed to schedule work, pay administration fees, communicate, and meet legal obligations — name, contact details, role, availability, hours, and training/certification records.

We generally do not seek sensitive information such as health information. Free-text notes and instructions should be limited to what is necessary for the clean.

We collect personal information directly from you — when you fill in a form, request a quote, book a clean, message us, apply for a job, or use your portal. We may also collect it from you over the phone, by email or text, or in person when we set up your service.

In limited cases we may receive information from someone acting on your behalf (for example, a household member arranging a clean) or from a referral. Where we collect information about a third party from you (such as your references or a secondary contact), we rely on you to have the authority to share it.

We collect, use, and disclose personal information for purposes a reasonable person would consider appropriate in the circumstances, including to:

• Provide, schedule, and perform our cleaning services and access your home as arranged.
• Communicate with you — confirmations, reminders, arrival/departure texts, and answering your questions.
• Prepare and send invoices, record payments, and maintain our books and tax records.
• Respond to quote requests, contact-form messages, and reviews.
• Assess job applications and verify suitability for roles of trust.
• Operate, secure, and improve our website, customer portal, and internal tools.
• Meet legal, tax, insurance, and regulatory obligations.

We will not use your information for a new purpose that is materially different from those above without your consent, unless permitted or required by law.

We collect, use, and disclose your personal information with your consent. Consent may be express (for example, when you submit a form or book a service) or implied (for example, when you provide information for an obvious purpose such as booking a clean).

Service messages vs. marketing. We send transactional messages by text and email to run your service — such as appointment reminders, arrival/“all done” texts, and invoices. If we ever send promotional or marketing messages, we will do so in accordance with Canada’s Anti-Spam Legislation (CASL), and every such message will include an easy way to unsubscribe.

Withdrawing consent. You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice, by contacting us (see “How to reach us” below). Withdrawing consent may mean we can no longer provide some or all of our services to you.

We do not sell your personal information, and we do not share it for others’ marketing. We share it only as needed to run our business, using trusted service providers that process information on our behalf under our instructions:

• Text messaging — to send appointment and service texts (our SMS provider receives the recipient’s phone number and message content).
• Email — to send confirmations, invoices, and notifications (our email provider processes the message and its contents).
• Website & database hosting — to run our website, portal, and store our records securely.
• In-app assistant & automation — our scheduling assistant and certain automated features use a third-party AI service. Where used, only the limited information needed to answer your request is provided (for example, your first name, your next appointment, and — for account questions — your balance). Team-facing features may include appointment details such as client name and address so staff can do their jobs.
• Maps & calendar — if you or our team open a map link or subscribe to a calendar feed, appointment details including the service address are provided to the map or calendar service you use.

We may also disclose personal information where required or permitted by law — for example, to comply with a court order, to collect a debt owed to us, to our insurers or professional advisors, or to protect the safety of our team, our clients, or the public.

Some of our service providers (including our hosting, database, messaging, email, and AI providers) may store or process personal information outside of Canada, including in the United States. While information is in another country, it may be accessible to the courts, law-enforcement, and national-security authorities of that country under its laws.

We use reputable providers and require them, by contract, to protect personal information and to use it only for the purposes we specify. If you have questions about our providers or where your information is processed, contact our Privacy Officer (below).

We keep personal information only as long as necessary for the purposes it was collected, or as required by law, and then we securely delete or de-identify it. In general:

• Customer records — while you are an active client and for a reasonable period afterward, so we can serve you if you return and meet our obligations.
• Financial records (invoices, payments) — for at least six years, as required for Canadian tax purposes.
• Quote/contact messages & leads — for a limited period, then removed if they do not become active clients.
• Job applications — for applicants we do not hire, for a limited period and then deleted. Sensitive documents such as criminal record checks are kept only as long as needed to make a hiring decision.
• Website accounts — while your account is active; sign-in tokens expire automatically.

If you ask us to delete your information, we will do so unless we are required or permitted by law to keep it.

We protect personal information with safeguards appropriate to its sensitivity, including:

• Encryption at rest of sensitive customer contact and home-access details (such as address, phone, email, gate/alarm codes, and key location) in our database.
• Encrypted connections (HTTPS) for information in transit to and from our website and apps.
• Securely hashed passwords and automatic lock-out after repeated failed sign-in attempts.
• Role-based access — our team can only see the information their role requires, and customers can only see their own account.
• Limiting who has access, and using trusted providers bound to protect your information.

No method of storage or transmission is perfectly secure, but we work to protect your information and to continually improve our safeguards. To keep your account safe, please choose a strong password and keep it confidential.

Our website does not use advertising cookies or third-party tracking/analytics pixels. To keep you signed in to the customer or staff portal, we store a secure sign-in token in your browser’s local storage; it expires automatically and you can clear it by signing out or clearing your browser data. We may store small amounts of non-identifying preference data (such as your last-used calendar view) in your browser to make the app work.

If you apply to work with us, we use the information you provide — including your résumé, references, and (for roles of trust in clients’ homes) a criminal record check — solely to assess your application and suitability. Access is limited to those involved in hiring. We keep application materials only as long as needed for the hiring decision and a limited period afterward, and then delete them. You may ask us about, access, or request deletion of your application information at any time.

Subject to legal limits, you have the right to:

• Access the personal information we hold about you and receive an account of how it has been used and to whom it has been disclosed.
• Correct information that is inaccurate or incomplete.
• Withdraw consent or ask us to stop using or to delete your information, subject to legal or contractual restrictions.
• Ask questions or make a complaint about how we handle your information.

To exercise any of these rights, contact our Privacy Officer below. We may need to verify your identity before acting on a request. We will respond within the timeframes required by law (generally within 45 days under PIPA). There is normally no charge; if a request would involve significant cost, we will give you an estimate first.

Our services and website are directed to adults. We do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us and we will delete it.

We maintain safeguards to prevent unauthorized access to personal information. If a breach involving your personal information occurs that creates a real risk of significant harm to you, we will notify you and the Office of the Information and Privacy Commissioner of Alberta (and any other authority as required by law) without unreasonable delay, and take steps to contain and address it.

We may update this policy from time to time as our practices or the law change. The “last updated” date at the top shows when it was last revised. Material changes will be posted on this page. Please check back periodically.

If you have questions, want to access or correct your information, or wish to make a complaint, please contact our Privacy Officer:

We will do our best to resolve your concern. If you are not satisfied with our response, you have the right to contact the applicable privacy regulator:

• Office of the Information and Privacy Commissioner of Alberta — oipc.ab.ca
• Office of the Privacy Commissioner of Canada — priv.gc.ca