Privacy Policy

1. Accountability

Accolade Heating is responsible for personal information under its custody or control. Questions and requests may be directed to the Privacy Officer using the contact information at the end of this policy.

2. Personal information we may collect

The information collected depends on how you interact with Accolade Heating and may include:

• Name, telephone number, email address and preferred contact method.
• Service address, property type, access instructions and appointment availability.
• Equipment type, model information, fuel source, symptoms, photographs and service history you choose to provide.
• Quotes, invoices, warranty records, permits, rebate documents and communications about a project.
• Payment status and transaction records. Payment-card information may be handled directly by a payment processor rather than stored by Accolade.
• Career-application information, including resumes, credentials, work history and availability.
• Website information such as IP address, browser/device information, pages visited, referral source and interaction data collected through cookies or similar technologies.
• Records of calls, emails, form submissions and customer-service communications.

3. Why we collect and use information

Accolade may use personal information for purposes a reasonable person would consider appropriate, including to:

• Respond to questions, service requests and career applications.
• Schedule visits, confirm access and communicate appointment changes.
• Diagnose, quote, install, repair, maintain and document HVAC or water-heating work.
• Process payments, warranties, permits, inspections, financing or rebates when requested.
• Maintain customer, accounting, tax, safety and service records.
• Improve website performance, understand traffic and prevent misuse or fraud.
• Send service reminders or marketing communications where consent or another lawful basis applies.
• Meet legal, regulatory, insurance and dispute-resolution obligations.

4. Consent and your choices

Accolade seeks consent appropriate to the sensitivity of the information and the circumstances. By submitting a form or providing information for a service request, you authorize its use for the stated or reasonably related purpose. You may withdraw consent for optional uses, subject to legal, contractual or operational restrictions.

Marketing messages should include an unsubscribe method. Transactional messages about appointments, quotes, safety, invoices or existing services may still be sent when necessary.

5. Cookies, analytics and similar technologies

The website may use cookies, pixels and similar technologies to operate forms, remember preferences, protect the site, measure traffic and understand how visitors use pages. The site currently uses Google Analytics and Google Tag Manager. These services may process device, browser, IP-address and interaction information according to their own terms and privacy practices.

You can adjust browser settings to block or delete cookies. Blocking necessary cookies may affect website or form functionality. Where a cookie-preference tool is available, use it to manage optional categories.

6. When information may be shared

Accolade does not sell or rent personal information. Information may be disclosed only as reasonably necessary to:

• Website hosting, email, form, analytics, security, scheduling, accounting, payment or customer-management providers.
• Employees, contractors or subcontractors who need the information to perform approved work.
• Manufacturers, warranty administrators, inspectors, utilities, financing providers or rebate administrators when required for a customer-authorized process.
• Insurers, legal advisers, regulators, law enforcement or other parties where permitted or required by law.
• A purchaser or adviser in a proposed business transaction, subject to appropriate confidentiality and legal requirements.

Some providers may process information outside British Columbia or Canada. In those locations, information may be subject to the laws and lawful-access rules of the jurisdiction where it is processed.

7. Retention and disposal

Accolade retains information only as long as reasonably necessary for the identified purposes, warranty and service history, accounting and tax requirements, legal obligations, safety records and dispute management. Retention periods vary by record type. Information that is no longer required is securely deleted, destroyed or anonymized where practical.

8. Safeguards

Accolade uses administrative, technical and physical safeguards appropriate to the sensitivity of the information. These may include access controls, account permissions, secure service providers, staff confidentiality practices, software updates, backups and secure disposal. No internet transmission or storage system can be guaranteed completely secure.

9. Access, correction and withdrawal requests

You may request access to personal information under Accolade’s custody or control, ask for correction of inaccurate information or withdraw consent for optional uses. Requests should be made in writing and may require identity verification. Access may be limited where permitted by law, including where records contain information about another person, privileged material or confidential commercial information.

10. Children’s information

The website and HVAC services are not directed to children. A parent or guardian should submit household service requests involving a minor’s information.

11. External websites

The website may link to utilities, manufacturers, rebate programs, maps, social platforms or other third parties. Their privacy practices are governed by their own policies.

12. Policy changes

This policy may be updated to reflect changes in services, technology, vendors or legal requirements. The updated date at the top indicates the latest published version.

13. Privacy contact and complaints

Privacy Officer, Accolade Heating
Email: james@accoladeheating.com
Telephone: (778) 689-7287

Please describe the request, the information involved and how Accolade can contact you. If a privacy concern is not resolved directly, individuals may contact the Office of the Information and Privacy Commissioner for British Columbia.