Privacy Policy

Who we are

This policy explains how Nexhome handles personal information when you use nexhome.ca, contact us, request a consultation or service, or become a customer. “Nexhome,” “we” and “us” refer to the company that serves your province:

• Ontario: Nexhome — 30 Eglinton Avenue West, Suite 400, Mississauga, ON L5R 3E7
• Atlantic Canada: 10739383 Canada Inc. o/a Nexhome Heating and Cooling — 620 Nine Mile Road, Suite 208, Bedford, NS B4A 0H4

We follow the Personal Information Protection and Electronic Documents Act (PIPEDA) and, for commercial electronic messages, Canada’s Anti-Spam Legislation (CASL).

Our Privacy Officer

Our Privacy Officer is accountable for how we handle personal information. Contact them with any question, request or concern:

Information we collect

Information you give us

• Contact details: name, phone number, email address and your preferred way to be contacted.
• Location: your postal code and, when you request a consultation or service, your installation or service address.
• Your home and project: the products you’re interested in, your current heating system, home type and size, ductwork, timing, and anything you tell us in comments.
• Rebate screening answers: your household size and whether your household’s after-tax income is at or below a published threshold. We ask a yes or no question; we don’t ask for your exact income, Social Insurance Number, tax returns or tax account details through our website. The income estimator on our rebate page runs in your browser and isn’t sent to us.
• Service and warranty requests: details about your equipment (such as model and serial numbers), the problem, troubleshooting steps you tried, and photos or information you choose to share.
• Your choices: the consent you give us and when you gave it.

Information collected automatically

• Basic technical information your browser sends, such as device type, browser and pages visited.
• Campaign details in the link you used to reach us (for example, which ad or email you clicked), so we know where enquiries come from.
• Preferences saved on your own device, such as your selected province and whether you closed a banner (see Cookies and similar technologies).

Information from others

• Enquiry forms on advertising platforms (such as Facebook) and referral or sales partners, when you ask to be contacted.
• Financing partners, about the status of an application you make with them.
• Utilities and rebate program administrators, about a program you take part in.

Calls and text messages

Calls and text messages with our team may be recorded or stored for quality, training and record-keeping.

How we use your information

• To respond to your enquiry and give you options, pricing and a consultation.
• To check which products and programs are available in your area and give you a preliminary rebate assessment.
• To schedule, install, inspect and service equipment, and manage warranty and service requests.
• To prepare quotes, agreements, invoices and the documentation rebate programs require.
• To help you apply for financing with a lender, if you choose to.
• To send marketing messages, only if you’ve agreed (see Your consent).
• To keep records, meet legal and tax obligations, prevent fraud and protect our systems.
• To understand how our website is used and improve it, using information that doesn’t identify you where possible.

Your consent

Responding to your enquiry

When you submit a request through our website, call us or ask to be contacted, you consent to us using your information to respond to that request: contacting you by the method you chose, providing options and pricing, and arranging a consultation or service.

Marketing messages

Marketing is separate. We send promotional emails or texts only if you have expressly agreed (for example, by ticking the optional box asking for offers and updates), or where CASL otherwise permits, such as for a limited period after you make an enquiry or purchase. Every marketing message identifies us and includes a way to unsubscribe. We act on unsubscribe requests within 10 business days.

Financing

Financing applications are handled separately, with their own consent. See Financing.

Withdrawing consent

You can withdraw consent at any time, subject to legal or contractual limits, by contacting our Privacy Officer or using the unsubscribe link in any marketing message. If you withdraw consent we need to provide a service, we’ll explain how that affects it.

We keep a record of the consent wording, its version and the time you gave it.

Financing

If you choose to finance a purchase, you apply with a third-party lender (such as Financeit). The lender collects and uses your information, including any credit check, under its own privacy policy and the consent you give it. With your consent, we share with the lender the information needed for your application, such as your contact details and the project price, and the lender may share the application status with us.

We don’t collect financial documents, banking details or Social Insurance Numbers through our website forms.

Rebate programs

You apply for the federal National Heat Pump Rebate yourself, directly with the Government of Canada. We provide the installation documentation and receipt details the program requires.

For some provincial or utility programs, we may submit information to, or invoice, the program administrator or utility on your behalf when you take part in that program. We share only what the program needs, with your consent.

Who we share information with

We don’t sell your personal information. We share it only as needed for the purposes above:

• Installation and service partners: the technicians, installers, coordinators and sales partners who work with us to deliver your consultation, installation or service.
• Service providers who process information for us under contract, including website and database hosting (Google Cloud and Firebase), email (Google Workspace), phone and text messaging, and address lookup.
• Financing partners, with your consent.
• Rebate program administrators and utilities, when you take part in a program.
• Legal and safety: where required or permitted by law, such as to comply with a court order or protect against fraud.
• Business changes: in connection with a sale or reorganization of our business, under confidentiality protections.

We require our service providers to protect personal information and use it only for the services they provide to us.

Where your information is stored

Our website and systems use cloud services that may store and process information outside Canada, including in the United States. Information stored outside Canada is subject to the laws of that country and may be accessible to its courts, law enforcement and national security authorities.

How long we keep it

We keep personal information only as long as needed for the purposes it was collected for, and to meet legal, tax, warranty and contractual obligations:

• Enquiries that don’t lead to a purchase: 24 months after our last contact with you
• Customer, agreement and invoice records: 7 years after the last transaction
• Service and warranty records: the life of the applicable warranty, plus 2 years
• Consent records: as long as the consent is in use, plus 3 years

When information is no longer needed, we securely delete it or remove anything that identifies you.

How we protect it

We use safeguards appropriate to the sensitivity of the information, including access limited to people who need it for their role, encrypted connections to our website, server-side processing of form submissions, and agreements with our service providers. No method of transmission or storage is completely secure, but we work to protect your information and review our safeguards over time.

Your rights and choices

• Access: ask what personal information we hold about you and how it has been used and shared.
• Correction: ask us to correct inaccurate or incomplete information.
• Withdraw consent: including to marketing, at any time.
• Complain: raise a concern with our Privacy Officer.

Send requests to our Privacy Officer. We may need to verify your identity. We respond within 30 days, or tell you if we need more time as the law allows.

If you’re not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.

Cookies and similar technologies

Our website stores a small amount of information in your own browser to make it work: for example, your selected province, whether you closed the rebate banner, and the steps you’ve completed in a form. You can clear this at any time in your browser settings.

We record anonymous steps in our Get My Options journey (such as which step was reached) to improve it. These events do not include your name, phone number or email address.

If we add analytics or advertising tools that use cookies, we’ll update this policy and provide any choices the law requires.

If something goes wrong

If a breach of security safeguards involving your personal information creates a real risk of significant harm, we will notify you and the Office of the Privacy Commissioner of Canada as required by law, and keep a record of the breach.

Children

Our services are intended for adults. We don’t knowingly collect personal information from people under the age of majority in their province.

Changes to this policy

We may update this policy. We’ll post the new version here with its date, and where a change is significant, we’ll take reasonable steps to let customers know.

Contact us