Legal
Privacy Policy
Effective Date: September 15, 2026
DANair Heating & Cooling Inc. (“DANair,” “we,” “us,” or “our”) respects your privacy and is committed to protecting personal information in our custody or control.
This Privacy Policy explains how DANair collects, uses, discloses, safeguards, and retains personal information when you interact with us, including through our website, service-request forms, chatbot, telephone, email, and other communications.
1Our Accountability
DANair is responsible for personal information under its custody or control.
DANair has designated a person responsible for overseeing compliance with its privacy obligations and for handling privacy-related questions, requests, and complaints.
Privacy Contact
DANair Heating & Cooling Inc.718 Richardson Court
Fergus, Ontario N1M 3M4
Canada
Email: dan@danairhvac.ca
Phone: (226) 971-3593
You may contact us using the information above regarding our privacy practices or your personal information.
2What Is Personal Information?
For the purposes of this Policy, personal information generally means information about an identifiable individual.
Depending on how you interact with DANair, this may include:
- Your name
- Telephone number
- Email address
- Town, city, or service location
- Information about your requested HVAC service
- Whether you identify your request as an emergency
- Information you provide about your HVAC system or problem
- Messages and communications you send to us
- Information contained in conversations with our website chatbot
- Information necessary to schedule, provide, or follow up on services
- Information you voluntarily provide through forms or other communications
We seek to collect only information that is reasonably necessary for the purposes described in this Policy.
3How We Collect Personal Information
We may collect personal information directly from you when you:
- Submit a form on our website
- Use our website chatbot
- Call or email us
- Request service
- Communicate with us regarding an existing or potential service
- Otherwise voluntarily provide information to DANair
We may also receive information through communication and technology service providers that help us operate our website, process inquiries, or communicate with customers.
Where personal information is collected from a third party rather than directly from you, DANair will handle that information in accordance with applicable privacy requirements.
4Why We Collect Personal Information
DANair may collect, use, or disclose personal information for reasonable and identified purposes, including to:
- Respond to inquiries
- Respond to service requests
- Contact customers regarding requested services
- Schedule or coordinate services
- Understand the nature and urgency of an HVAC problem
- Provide estimates or other service-related information
- Communicate regarding an existing customer relationship
- Maintain business and service records
- Manage customer relationships
- Process and respond to customer communications
- Protect our business, customers, systems, and property
- Detect, investigate, and prevent fraud, misuse, unauthorized access, or other unlawful activity
- Comply with legal and regulatory obligations
- Establish, exercise, or defend legal claims or rights
- Fulfill other purposes that are communicated to you at or before the time information is collected, or otherwise permitted or required by law
We will not use personal information for a new purpose that is materially different from the purpose for which it was originally collected without obtaining additional consent where required by law.
Necessary and Optional Purposes
DANair distinguishes between purposes that are reasonably necessary to provide a service or respond to a request and purposes that are optional or not integral to providing that service.
DANair will not make the provision of HVAC services or the response to a service request conditional on consent to the collection, use, or disclosure of personal information for purposes that are not necessary to provide the requested service, except where permitted or required by applicable law.
For example, information such as your name, phone number, location, and description of an HVAC issue may be reasonably necessary for DANair to respond to a service inquiry. Such information will not be treated as consent for unrelated purposes.
Where DANair seeks consent for an optional purpose, we will provide an appropriate choice where required by law.
5Consent
DANair generally obtains knowledge and consent before collecting, using, or disclosing personal information, except where applicable law permits or requires collection, use, or disclosure without consent.
The form of consent we obtain may depend on the circumstances, the sensitivity of the information, the individual's reasonable expectations, and applicable law.
When you voluntarily provide personal information through our website, such as by submitting a service request, DANair may collect, use, and disclose that information for the purposes reasonably associated with responding to your request, communicating with you, and providing or coordinating the requested services.
Submitting information for a service request does not constitute blanket consent to unrelated uses of that information.
Where express consent is required, DANair will seek it in an appropriate manner.
Optional Uses and Consent Choices
Where DANair seeks consent for a purpose that is not necessary to provide the requested service, we will provide an appropriate choice and, where required, a reasonable means of withdrawing consent.
You may withdraw consent to certain uses or disclosures of your personal information, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may affect our ability to provide certain services or respond to certain requests where the information is necessary for that purpose.
Withdrawal of consent does not affect processing that occurred before consent was withdrawn where that processing was lawful.
DANair will not require consent to optional or non-integral uses of personal information as a condition of receiving a service where doing so would be inconsistent with applicable privacy law.
6Limiting the Information We Collect
DANair will make reasonable efforts to limit collection of personal information to information that is necessary for the identified purposes.
We do not intentionally request information that is unnecessary for providing HVAC services through our standard website forms.
Please do not submit sensitive personal information through our website forms or chatbot unless it is reasonably necessary for your service request.
7Website Chatbot
Our website includes a chatbot that may assist visitors with general questions and service inquiries.
Information you provide through the chatbot may include:
- Your name
- Telephone number
- Location
- Information about your HVAC issue
- Service information
- Other information you voluntarily provide during the conversation
Chatbot conversations may be processed by third-party technology providers in order to generate responses and process service inquiries.
The chatbot is intended to assist with customer communication. It does not replace a qualified HVAC professional and should not be relied upon as a substitute for professional inspection, diagnosis, or emergency services.
For potentially dangerous situations, including suspected gas leaks, visitors should leave the affected area and contact the appropriate emergency or utility service rather than relying on the chatbot.
8Third-Party Service Providers
DANair uses certain third-party technology and service providers to operate portions of its website, communication, and lead-management systems.
Depending on the service being used, these providers may process personal information on DANair's behalf.
These providers may include technology used for:
- Website hosting and infrastructure
- Database and backend services
- Chatbot processing
- Communication and messaging
- Website functionality
- Security and technical operations
The providers currently used for these functions include Supabase, which hosts the database and backend services in which submitted service-request information is stored; Twilio, which delivers WhatsApp and SMS notifications of service requests to DANair; and Anthropic, which processes chatbot messages as described in Section 9.
DANair takes reasonable steps to use service providers that provide appropriate protections for personal information and to limit their use of personal information to purposes necessary to provide the contracted services.
9Anthropic and Chatbot Processing
Our website chatbot uses technology provided by Anthropic to generate conversational responses.
Information submitted to the chatbot may therefore be transmitted to and processed by Anthropic or its applicable service infrastructure for the purpose of providing the chatbot functionality.
Where you submit a service request through our website form, the description you provide may also be processed by Anthropic in order to produce a short summary for the service notification sent to DANair.
Users should avoid submitting unnecessary sensitive personal information through the chatbot.
DANair does not use the chatbot as a system for collecting information unrelated to customer inquiries or service requests.
10Lead Notifications and Communications
When you submit a service inquiry, information necessary to respond to your request may be transmitted through our communication systems to DANair personnel.
For example, a lead notification may contain:
- Your name
- Phone number
- Town or location
- Requested service
- Description of your issue
- Emergency status
- Other relevant information you provided
These notifications are delivered to DANair by WhatsApp or SMS through Twilio.
This information is used to allow DANair to respond to your inquiry.
11Commercial Electronic Messages
DANair may communicate with customers electronically, including by email or text message, for purposes such as responding to service inquiries, communicating about requested services, scheduling, providing service-related information, or managing an existing customer relationship.
Where a message constitutes a commercial electronic message under Canada's Anti-Spam Legislation ("CASL"), DANair will comply with applicable requirements concerning consent, sender identification, and unsubscribe mechanisms.
DANair will not use a customer's contact information to send commercial electronic messages where doing so would violate applicable law.
Where an unsubscribe request applies, DANair will process the request in accordance with applicable legal requirements.
12Use and Disclosure of Personal Information
DANair will generally use or disclose personal information only for the purposes for which it was collected, purposes you otherwise authorize, or purposes permitted or required by law.
Personal information may be disclosed:
- To DANair employees or personnel who require it to perform their duties
- To service providers acting on DANair's behalf
- To technology and communication providers necessary to operate our systems
- Where necessary to provide requested services
- Where required or permitted by law
- To protect DANair's legal rights, property, systems, or customers
- In connection with legal proceedings or investigations
- In connection with a business transaction, where permitted by applicable law and subject to appropriate safeguards
DANair does not sell personal information to third parties.
13Cross-Border Processing
Some third-party technology and service providers used by DANair may process or store information outside Ontario or Canada.
When personal information is processed by a service provider outside Canada, it may be subject to the laws of the jurisdiction in which the provider operates or the information is processed.
DANair will take reasonable steps to ensure that personal information transferred to service providers remains appropriately protected and is handled in accordance with applicable privacy obligations.
14Accuracy of Personal Information
DANair makes reasonable efforts to ensure that personal information in its custody or control is sufficiently accurate, complete, and current for the purposes for which it is used.
If you believe that information DANair holds about you is inaccurate or incomplete, you may contact us using the information provided in this Policy.
15Retention of Personal Information
DANair retains personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected, provide services, maintain appropriate business records, resolve disputes, enforce agreements, comply with legal obligations, or otherwise as permitted or required by law.
When personal information is no longer required, DANair will take reasonable steps to securely delete, destroy, or anonymize it, subject to applicable legal or operational requirements.
DANair maintains retention and disposal practices appropriate to the type of information and the purposes for which it is retained.
16Security Safeguards
DANair uses reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the personal information it holds.
These safeguards may include:
- Access controls
- Authentication mechanisms
- Restricted access to personal information
- Security controls for systems containing personal information
- Secure transmission where appropriate
- Procedures intended to prevent unauthorized access, use, disclosure, alteration, loss, or destruction
- Secure disposal practices
- Internal procedures for responding to privacy and security incidents
No electronic transmission or storage system can be guaranteed to be completely secure.
DANair will continue to review and improve its safeguards as reasonably necessary.
17Privacy Breaches
DANair maintains procedures for responding to suspected or confirmed privacy breaches.
Where a breach involving personal information occurs, DANair will assess the circumstances and take the steps required by applicable law.
Where PIPEDA applies, this may include:
- Containing the breach
- Assessing the risk of significant harm
- Notifying affected individuals where required
- Reporting the breach to the Office of the Privacy Commissioner of Canada where required
- Notifying other organizations or authorities where appropriate or required
- Keeping records of breaches as required by law
- Taking reasonable steps to prevent a similar breach from occurring again
18Access to Your Personal Information
Subject to applicable legal exceptions, you may request information about:
- Whether DANair holds personal information about you
- What personal information DANair holds
- How that information is being used
- To whom it has been disclosed where applicable
- How your information is managed
You may also request correction of inaccurate or incomplete personal information.
DANair may require sufficient information to verify the identity of the person making the request before providing access to personal information.
19Privacy Complaints
If you have a concern about DANair's handling of your personal information, we encourage you to contact us first so that we can investigate and attempt to resolve the concern.
Please provide sufficient information for us to understand the nature of your concern.
DANair will investigate privacy complaints in accordance with its privacy procedures and applicable law.
If you are not satisfied with our response, you may have the right to bring your concern to the Office of the Privacy Commissioner of Canada or another applicable privacy oversight body.
20Children's Information
DANair's website and services are intended primarily for individuals seeking HVAC services.
We do not intentionally design our website to collect personal information from children for purposes unrelated to providing requested services.
If you believe a child has provided personal information to DANair unnecessarily, please contact us so that we can assess the situation and take appropriate steps.
21Cookies and Analytics
At the time this Policy was prepared, DANair's website does not intentionally use advertising tracking cookies or analytics systems to build advertising profiles of visitors.
The website may use technologies necessary for its operation.
The website may also load third-party resources, such as fonts, which can result in a request being made to the relevant third-party provider.
If DANair introduces analytics, advertising technologies, cookies, or other tracking technologies in the future, this Policy may be updated to explain their use and any applicable choices or controls.
22Links to Other Websites
Our website may contain links to websites operated by third parties.
DANair is not responsible for the privacy practices, security, or content of third-party websites.
We encourage you to review the privacy policies of third-party websites before providing them with personal information.
23Changes to This Privacy Policy
DANair may update this Privacy Policy from time to time to reflect changes in:
- Our services
- Our website
- Technology we use
- Privacy practices
- Applicable laws or regulatory requirements
The updated version will be posted on this page with a revised effective date.
24Contact Us
For questions, concerns, access requests, correction requests, or complaints concerning privacy, contact:
DANair Heating & Cooling Inc.718 Richardson Court
Fergus, Ontario N1M 3M4
Canada
Email: dan@danairhvac.ca
Phone: (226) 971-3593