Uprise Clean respects your privacy. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, how we protect it, and the choices you have. It applies to information collected through our website, booking system, phone calls, text messages, emails, online forms, customer service communications, and while providing cleaning services. By using our website, requesting a quote, booking a service, communicating with us, or receiving services from Uprise Clean, you agree to this Privacy Policy.

1. Personal information we collect

We collect personal information that is reasonably needed to provide cleaning services, manage bookings, communicate with customers, process payments, improve our services, and operate our business. This may include contact information (name, email address, phone number, billing details, service address); booking and service details (cleaning type, home size, frequency, scheduled date and time, service notes, pets, property condition, add-ons, special instructions); access instructions (door codes, lockbox codes, key pickup details, alarm codes, parking and concierge instructions); payment information (payment method details, transaction records, invoices, receipts, Interac e-Transfer references, payment status — full credit card numbers are processed by our third-party payment processors and are not stored by Uprise Clean on its own servers); photos and service records (before-and-after photos, quality control notes, team notes, service issues, proof of work); communication history (emails, text messages, chat messages, form submissions, phone calls, voicemails, customer service notes — calls may be recorded for quality, training, and dispute resolution); reviews and feedback; and website and technical information (IP address, browser type, device information, pages visited, referring website, approximate location, cookies and similar analytics information).

We may also collect information from third-party platforms if you contact us, book with us, review us, or interact with us through those platforms.

2. How we use your information

We use personal information for reasonable business purposes, including to provide quotes and cleaning services; schedule, confirm, reschedule, or cancel appointments; communicate about bookings, service updates, access issues, and customer support; process payments, issue invoices, send receipts, and manage billing; send appointment reminders and service follow-ups; provide quality control, including supervisor reviews, customer follow-ups, team notes, and photo review; respond to complaints, damage claims, disputes, missing item reports, and service concerns; manage recurring services and customer accounts; improve our website, booking process, customer experience, and internal operations; request reviews or feedback; send marketing communications where permitted by law and with required consent; maintain accounting, tax, insurance, security, and business records; protect our business, team members, customers, property, legal rights, and safety; and comply with legal, regulatory, insurance, and law enforcement requirements.

3. Consent

By providing personal information to Uprise Clean, using our website, requesting a quote, booking a service, or communicating with us, you consent to our collection, use, and disclosure of your personal information as described in this Privacy Policy. You may withdraw consent where permitted by law; however, if you withdraw consent for information we need to provide service, process payment, confirm access, complete quality control, or meet legal obligations, we may not be able to provide or continue services.

4. Who we share information with

We do not sell your personal information. We may share it only as reasonably needed to provide services, operate our business, protect our rights, or comply with the law — with cleaners, team members, contractors, and subcontractors who need service details, access instructions, and property information to complete the cleaning; payment processors and financial institutions; booking, CRM, scheduling, email, SMS, phone, website chat, and customer management platforms; accountants, bookkeepers, insurers, legal advisors, and professional advisors; software, hosting, storage, analytics, and security providers; and law enforcement, courts, regulators, government authorities, or other parties where required or permitted by law, or where necessary to protect Uprise Clean, our team, customers, property, or safety.

We require service providers to handle personal information responsibly and only for the purposes they are engaged to perform.

5. Access codes, keys and security information

We may collect access information such as door codes, lockbox codes, alarm codes, parking instructions, concierge instructions, or key pickup details when needed to complete a service. We use this information only to provide the scheduled service, manage access, resolve access issues, verify work, and support related customer service or quality control. Customers are responsible for providing accurate access instructions and for changing, disabling, or updating codes after service if desired.

6. Photos and service documentation

We may take before-and-after photos, service photos, or quality control photos during cleaning appointments, for proof of work completed, quality control, team training, customer support, dispute resolution, damage or missing item investigations, insurance or legal purposes, and internal business records.

We will not knowingly publish photos that identify a customer, service address, family member, occupant, personal information, sensitive documents, private details, or recognizable private areas of the home without appropriate consent. If you are not comfortable with photos being taken, contact us before your appointment; we will try to accommodate reasonable requests, but photos may still be required for certain services, quality control, proof of work, claims, or dispute protection.

7. Call recordings and communications

Calls made to or received from Uprise Clean may be recorded or documented for quality assurance, training, customer service, dispute resolution, and business record purposes. We may also keep records of emails, text messages, website chats, voicemails, form submissions, and other communications with you. These records are accessed only by authorized people who need them for business, service, quality control, legal, or safety reasons.

8. Marketing communications

We may send promotional emails, text messages, newsletters, special offers, review requests, or service updates where permitted by law. Where required, we obtain your express or implied consent before sending commercial electronic messages. Marketing messages identify Uprise Clean as the sender and include a way to unsubscribe — the unsubscribe link in an email, replying "STOP" to a marketing text, or contacting us directly. Even if you unsubscribe from marketing, we may still send non-marketing messages related to your bookings, payments, receipts, service reminders, access issues, customer support, policy updates, or other transactional matters.

9. Cookies, analytics and website tools

Our website and online tools may use cookies, pixels, analytics tools, and similar technologies to understand website traffic, improve our website, remember preferences, measure marketing performance, and improve the booking experience. These tools may collect information such as your IP address, browser type, device information, pages visited, referring website, and interactions with our website. You can adjust your browser settings to block or delete cookies; some website features may not work properly if cookies are disabled.

10. Data storage and security

We use reasonable administrative, technical, and physical safeguards to protect personal information against loss, theft, unauthorized access, disclosure, copying, misuse, or modification, including access controls, password-protected systems, limited staff access, secure software providers, encryption where appropriate, and internal policies. No method of electronic storage, internet transmission, email, or text communication is completely secure, and we cannot guarantee absolute security.

Personal information may be stored or processed in Canada, the United States, or other locations where our software providers, payment processors, or service providers operate. Information stored outside Canada may be subject to the laws of that jurisdiction.

11. Retention of personal information

We keep personal information only as long as reasonably needed for the purposes described in this Privacy Policy or as required by law — to provide ongoing or recurring services, manage customer support and service history, process payments and maintain accounting records, meet tax, audit, insurance, and legal requirements, respond to disputes, damage claims, missing item reports, complaints, or chargebacks, and support quality control, training, reporting, and business operations. When personal information is no longer needed, we delete, anonymize, archive, or securely dispose of it in accordance with our internal practices and applicable law.

12. Accessing, correcting or deleting your information

You may request access to the personal information we hold about you, ask us to correct information that is inaccurate or incomplete, or ask us to delete it. To make a privacy request, contact us at [email protected] with your name, contact information, and a description of your request. We may ask you to verify your identity before processing it, and will respond within a reasonable timeframe, subject to legal, security, business, and retention requirements.

In some cases we may not be able to provide access to certain information, including information that contains another person’s personal information, confidential business information, legal privilege, security-sensitive information, or information we are not legally required to disclose. We may also need to keep certain information for legitimate business or legal reasons, including payment records, invoices, service history, dispute records, insurance records, legal compliance, fraud prevention, or accounting and tax obligations.

13. Third-party websites and platforms

Our website, emails, booking system, or social media pages may contain links to third-party websites or platforms. Uprise Clean is not responsible for the privacy practices, content, policies, or security of third-party websites or platforms. We encourage you to review their privacy policies before providing personal information.

14. Children’s privacy

Our website and services are intended for adults booking cleaning services. We do not knowingly collect personal information directly from children. If you believe a child has provided personal information to us without appropriate consent, please contact us and we will take reasonable steps to address it.

15. Privacy questions or complaints

If you have questions, concerns, or complaints about how Uprise Clean handles personal information, please contact us first so we can try to resolve the issue. You may also contact the Office of the Information and Privacy Commissioner of Alberta or the Office of the Privacy Commissioner of Canada if you believe your privacy rights have not been addressed.

16. Changes to this policy and how to contact us

We may update this Privacy Policy from time to time to reflect changes in our services, technology, legal requirements, or business practices. The updated version will be posted on our website with a revised "Last updated" date. We encourage you to review this Privacy Policy periodically.

Questions about this Privacy Policy or our privacy practices: Uprise Clean, [email protected], upriseclean.com.