Privacy Policy

Privacy Policy

EagleEye Home Solutions

Last updated 8 October 2026

1 Who we are and how to contact us

This Privacy Policy explains how 12450071 Canada Inc., operating as EagleEye Home Solutions (EagleEye, we, us or our), handles personal information when you visit our website, contact us, arrange or pay for services, or receive smart home assistance. Our service area is Kitchener, Waterloo and Cambridge, Ontario. We handle personal information in accordance with applicable Canadian privacy law, including the Personal Information Protection and Electronic Documents Act (PIPEDA).

Our business owner is responsible for privacy compliance and acts as our Privacy Officer. For privacy questions, access or correction requests, withdrawal of consent, or complaints, email info@eagleeyehomesolutions.ca, addressed to the Privacy Officer. You may also write to Privacy Officer, EagleEye Home Solutions, 59 Activa Ave, Kitchener, ON N2E 3R3, Canada.

This policy covers information under our control. Device manufacturers, internet providers and independent platforms have their own privacy policies for information they handle independently. Our responsibility for providers processing information on our behalf is explained below.

2 Information we collect

We collect only information reasonably needed for the purposes explained in this policy and at the time of collection. Depending on your interaction with us, this may include:

• Contact and booking details: your name, email address, telephone number, service address, appointment preferences and access instructions.

• Order and payment records: services selected, prices, invoices, payment status, transaction references, subscriptions and cancellation records. Payment providers process payment credentials; we do not store raw payment card numbers or security codes.

• Service information: device make and model, relevant network settings, reported problems, diagnostic results, approved work, service notes and warranty requests.

• Communications and permissions: enquiries, correspondence, agreement acceptance, consent records and marketing preferences.

• Website information: IP address, browser and device type, pages requested, timestamps, security logs and cookie preferences, where collected by the website or its providers. Optional analytics or advertising information depends on the technologies enabled and your choices.

• Limited sensitive information: camera views, relevant recordings, screenshots, access settings or device logs, but only where reasonably necessary for an authorized task and with appropriate consent.

We usually receive information directly from you. A family member, payer or authorized representative may supply information to arrange a visit. Providers may give us relevant booking or payment confirmations. We do not need unrelated personal files, medical histories or household conversations for ordinary smart home assistance. Please do not send passwords, payment card details or unnecessary sensitive information through general enquiry forms or email.

3 Why we use information

We use personal information to respond to enquiries, prepare quotes, schedule visits, identify the correct customer and location, perform and support agreed work, manage subscriptions, process payments, issue receipts and resolve complaints or billing disputes. We also use necessary records to protect accounts and services from misuse, meet legal obligations and establish or defend legal claims.

Where permitted and with the appropriate consent, we use contact details to send promotional messages. Optional analytics may help us understand website use and improve the site, subject to the disclosures and choices described below. We do not sell personal information. We do not use service access to monitor your household or for unrelated advertising.

4 Consent and your choices

We explain what information is needed, why it is needed and any material privacy implications before asking for consent. Consent may be express or, where appropriate for non-sensitive information and reasonable expectations, implied by your request for a service. Sensitive access and uses outside ordinary expectations require specific consent where applicable. We collect, use or disclose information without consent only where the law permits or requires it.

You may refuse optional uses or withdraw consent by contacting our Privacy Officer. We explain any legal or contractual limits and the likely consequences. Refusing necessary access may prevent a particular task; refusing optional marketing or publicity does not prevent service. Browsing the website does not by itself authorize recurring billing, remote device access, publicity use or every form of personal-information processing.

We obtain any additional consent required before using information for a new purpose. Accepting service terms does not automatically sign you up for promotional messages.

5 Passwords cameras and remote support

Where practical, you enter your passwords yourself. We use temporary access or a limited account when available and do not record passwords in ordinary service notes. Account ownership remains with you or the rightful owner. We do not retain permanent access to locks or cameras. Exceptional continuing access requires a separate, specific written authorization and appropriate safeguards.

Before viewing or capturing camera footage, screenshots, photographs or device logs, we explain the diagnostic purpose and obtain appropriate permission. We minimize incidental capture of household members, visitors and unrelated information. Public use of a photograph, recording or testimonial requires separate optional permission.

Remote support requires approval for each session. You may end a session at any time. We close the session and remove temporary access when the task ends. We do not leave unattended remote access software active without a separate agreement. We do not routinely record support calls or remote sessions; any proposed recording requires advance disclosure and appropriate consent.

6 Family members payers and children

A family member may arrange or pay for assistance, but the resident or legally authorized representative must consent to access and the work. Payment does not give the payer access to cameras, passwords, recordings, browsing information or device accounts. Permission to share information with a payer must be specific and recorded and may be withdrawn, subject to legal limits.

Our bookings are intended for adults aged 18 or older. We do not knowingly collect personal information directly from children for marketing. If a child’s information is received unnecessarily or appears incidentally during authorized work, we limit its use and remove it when no longer needed. Contact our Privacy Officer if you believe a child has submitted information that should be removed.

7 Cookies and website technologies

The website may use cookies or similar technologies needed for security, forms, booking, payment and remembering your choices. Optional technologies, if enabled, may measure site use or support advertising. Details about optional tools, their providers, purposes and available choices are provided through the website’s cookie notice or settings when those tools are used.

Where consent is required, optional technologies are not activated until the required consent is obtained. You may change available preferences through the site’s cookie controls and manage cookies through your browser. Disabling essential cookies may affect some functions; contact us by email for help making a booking. Refusing optional tracking does not prevent essential booking where a reasonable alternative is available.

An external website, embedded service or device application may collect information under its own policy. We disclose and obtain any consent required before enabling optional third-party tracking through our website.

8 Sharing and processing outside Canada

We provide necessary information to authorized staff and service providers supporting website hosting, booking, business email, payment processing and agreed technical support. Access is limited to the relevant task. We require appropriate contractual safeguards for providers handling information on our behalf and remain accountable for that processing.

We may share relevant information with legal advisers, accountants, insurers or other professional advisers where necessary and lawful, and with authorities where disclosure is legally required or permitted. A potential or completed business transfer may involve information only under applicable legal conditions and safeguards, with notice or consent where required.

Providers may store or process information outside Canada. Information processed abroad may be accessible to foreign courts, law enforcement or other authorities under local law. Contact our Privacy Officer for information about the providers and processing locations currently used. We do not promise that all information remains in Canada. Also, please note, that we cannot and do not guarantee protection against the possible disclosure of your data including, without limitation, possible disclosures of data in accordance with the laws of a foreign jurisdiction.

9 Security and privacy incidents

We use safeguards appropriate to the sensitivity of the information, including restricted access, suitable account and device security, and secure handling and disposal. We limit access to people who need the information for an authorized purpose. No electronic system can guarantee absolute security; this does not remove our obligations to protect information.

If we discover a suspected privacy breach, we take steps to contain it, assess the information and risks involved, and maintain records required by law. Where a breach creates a real risk of significant harm, we report it to the Office of the Privacy Commissioner of Canada and notify affected individuals as required by law. Contact our Privacy Officer promptly about suspected unauthorized access involving our services.

10 Retention and disposal

We retain information only as long as reasonably necessary for its identified purpose and applicable legal obligations. Retention depends on the record type, the service relationship, tax and accounting requirements, warranty or dispute needs and any legal hold. We periodically review records and securely delete, destroy or anonymize information when it is no longer needed.

Temporary credentials and unnecessary diagnostic material are removed promptly after the task. Transaction, contract and consent records may need longer retention. We may retain a limited suppression record to respect an unsubscribe request. Information in backups may remain until the applicable backup retention cycle ends and is protected while retained. Ask us about the retention period applicable to a particular record.

11 Access correction and complaints

You may ask whether we hold personal information about you, request access, ask how it has been used or disclosed, or request correction of inaccurate or incomplete information. Contact our Privacy Officer with enough detail to locate the relevant records. We verify identity and authority using information proportionate to the request.

We generally respond to written access requests within 30 days, subject to extensions permitted by law. If an extension is needed, we provide the required notice and explain your complaint rights. Access is provided at minimal or no cost; any permitted charge is explained in advance. If access or correction is refused in whole or part, we explain the lawful reason and available recourse. Information about other individuals may be withheld or redacted where required.

You may request deletion, subject to necessary retention and legal obligations; deletion is not always available immediately. We investigate privacy complaints and explain our response. You may also contact the Office of the Privacy Commissioner of Canada at www.priv.gc.ca or 1-800-282-1376. You do not have to complain to us first.

12 Messages and policy updates

We send necessary booking, billing, cancellation and service communications. Promotional email or text is sent only with a lawful consent basis and includes the required sender information and a working unsubscribe method. You may unsubscribe using that method or by contacting us. We act on marketing unsubscribe requests without delay and no later than 10 business days. This does not stop necessary non-promotional service messages.

We may update this policy to reflect changes in services, technology or legal requirements. We publish the revised policy with its updated date and provide additional notice and obtain consent where required for material changes. A website update alone does not authorize a new use requiring consent or reduce rights protected by law.