1. Information We Collect

Information you give us when you book:

• Your name, phone number and email address

• The address of the property to be cleaned

• Details about your home — size, number of bedrooms and bathrooms, flooring, condition

• Pets in the home

• Your cleaning preferences, and any rooms or items you'd like us to avoid

• Access instructions, including key arrangements, lockbox codes, garage or door codes, building fobs and alarm details

• Special instructions or accessibility needs you choose to share with us

Information generated through our relationship:

• Your booking and service history

• Notes our team makes about your home to do the job better — for example, which products suit your floors

• Communications between us: emails, texts, messages and call records

• Invoices and payment records

• Before-and-after photos of our work (see section 7)

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Payment information. We do not store your credit card number. Payments are processed by Stripe, which handles and stores card details directly under its own security standards. We can see only limited information, such as the last four digits and the card type.

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Information collected automatically on our website:

• Your IP address, browser type, device type and operating system

• Pages you visited, how you arrived at our site, and how long you stayed

• Cookie and analytics data (see section 6)

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2. Why We Collect It

We collect and use your personal information to:

• Provide a quote and confirm your booking

• Schedule our team and plan efficient routes

• Get into your home safely on the day

• Deliver the service you booked to the standard you expect

• Invoice you and process payment

• Communicate with you about your appointments, including reminders and changes

• Respond to questions, requests and complaints

• Keep records for accounting, tax and insurance purposes, as Canadian law requires

• Improve our services, train our team and maintain quality

• Send you marketing communications, but only if you've agreed (see section 8)

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We don't collect personal information we don't need, and we don't use it for purposes you wouldn't reasonably expect from a cleaning company.

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3. Your Home Access Details — How We Handle Them

If you give us a key, a lockbox code, a garage code or a building fob, we treat it as confidential information:

• Keys are tagged with a client reference code, never your name or address, so a lost key can't be matched to a property

• Keys are stored in a locked cabinet or released only to the cleaner assigned to your visit.

• Access codes are stored in our password-protected booking system, visible only to the team members assigned to your clean and to management.

• Access details are shared strictly on a need-to-know basis with the cleaners attending your home, and with no one else.

• Every employee signs a confidentiality agreement covering client access information.

• When you stop using our services, we return any key you've given us and delete your access codes.

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If your codes change, tell us and we'll update your file. If you'd rather not leave access with us at all, being home to let us in works perfectly well.

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4. Who We Share It With

We do not sell your personal information. We do not rent, trade or otherwise disclose it for anyone else's marketing purposes.

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We share limited information in these circumstances:

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The cleaners assigned to your home receive your address, access instructions, and the notes needed to clean properly. They don't receive your payment details.

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Service providers we rely on to run the business.

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We may disclose information if required by law, court order, or a lawful request from a government authority, or where necessary to protect someone's safety.

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Insurance and legal claims. If a claim arises involving a clean, we may share relevant information with our insurer or legal advisors.

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If the business is sold. If Happy Hive Cleaning is sold or merged, client information may transfer as part of that transaction. We'd notify you.

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5. Storage Outside Canada

Some of the service providers listed above store and process information on servers located outside Canada, primarily in the United States. That means your information may be subject to the laws of those countries, including lawful access requests by foreign authorities.

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We choose providers with appropriate security practices, but we want you to know this rather than discover it. If you have concerns about cross-border storage, contact our privacy officer (section 11) and we'll tell you what alternatives we can offer — for example, booking and paying by phone rather than online.

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6. Cookies, Analytics & Advertising

Our website uses cookies and similar technologies to function properly and to help us understand how people use it.

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Essential cookies keep the site working — remembering form entries and keeping your session active. These can't be switched off.

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We use Google Analytics 4 to see how visitors find and move through our site, in aggregate. This helps us work out which pages are useful and which aren't.

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We use the Meta pixel to measure whether our Facebook and Instagram advertising is working — specifically, whether someone who saw an ad went on to request a booking. This may also be used to show you our ads on those platforms.

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Your choices. When you first visit, you'll see a cookie banner where you can accept or decline non-essential cookies. You can also:

• Change your cookie choices at any time

• Block or delete cookies through your browser settings

• Opt out of Google Analytics using Google's browser add-on

• Manage ad preferences in your Facebook and Instagram account settings

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Declining non-essential cookies won't stop you booking a clean.

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7. Photos of Your Home

We sometimes take before-and-after photos for quality control and training. With your permission, we may also use them on our website or social media.

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Our commitments:

• We will never publish a photo of your home without your express consent

• We will never publish anything identifying you, your address, or personal items and documents

• You can withdraw consent at any time and we'll remove the photo from anywhere we control

• If you'd prefer no photos are taken at all, tell us once and we'll mark it permanently on your file

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For short-term rental turnover clients, photos of damage or missing items are sent privately to you as part of the service and used for no other purpose.

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8. Marketing Communications

We'll only send you marketing emails or texts if you've agreed to receive them, or where Canada's Anti-Spam Legislation (CASL) permits it on the basis of our existing business relationship with you.

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Every marketing message we send will identify us clearly and include a working unsubscribe link or instruction. Unsubscribe requests are actioned within 10 business days, as CASL requires.

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Service messages are different. Booking confirmations, reminders, changes to your appointment and invoices aren't marketing — they're part of delivering the service you booked, and you'll keep receiving them as long as you're a client.

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9. How Long We Keep It

We keep your personal information only as long as we need it:

• Active client records — for as long as you're a client

• Access details (keys and codes) — deleted, and keys returned, within 14 days of you ending service

• Invoices and financial records — approximately 7 years.

• Marketing contact lists — until you unsubscribe

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When information is no longer needed, we securely delete or destroy it.

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10. How We Protect It

We take reasonable steps to protect your information, including:

• Password protection and two-factor authentication on our booking, payment and accounting systems

• Access limited to the team members who need it for their work

• Confidentiality agreements with every employee

• Secure handling of keys and access codes as described in section 3

• Encrypted connections (SSL) on our website

• Reputable third-party providers with their own security standards

• Prompt removal of system access when an employee leaves

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No system is completely secure, and we won't pretend otherwise. If a breach occurred that created a real risk of significant harm to you, we would notify you and the appropriate authorities.

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11. Your Rights

Under BC privacy law you have the right to:

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Access your information.

You can ask what personal information we hold about you, how we've used it, and who we've disclosed it to. We'll respond within 30 business days, as PIPA requires. There's no charge for a straightforward request; if a request requires substantial effort we'll tell you the cost before we proceed.

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Correct your information.

If something we hold is wrong or incomplete, tell us and we'll fix it.

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Withdraw consent.

You can withdraw consent to non-essential uses of your information — marketing, photos — at any time. Note that withdrawing consent to information we genuinely need to provide the service, such as your address, means we can't clean your home.

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Complain.

See section 12.

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To exercise any of these, contact our privacy officer below.

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12. Questions & Complaints

Privacy Officer: Robert Jones

Happy Hive Cleaning Email: info@happyhivecleaning.ca

Phone: (778) 946-6770

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If you have a concern about how we've handled your information, please contact us first — we'd genuinely rather hear about it and fix it. We'll acknowledge your complaint within 7 business days and respond substantively within 30 business days.

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If you're not satisfied with our response, you have the right to complain to the Office of the Information and Privacy Commissioner for British Columbia, which oversees PIPA.

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13. Children

Our services are aimed at adults and we don't knowingly collect personal information from anyone under the age of majority. If you believe we hold information about a child, contact our privacy officer and we'll delete it.

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14. Changes to This Policy

We may update this policy as our business or the law changes. The current version is always published on this page with the date it was last updated. If we make a material change to how we use your information, we'll notify clients directly.

WHAT EVERY CLEAN INCLUDES

RCMP-CHECKED CLEANERS

Every cleaner passes a criminal record check before they set foot in your home.

RE-CLEAN GUARANTEE

If something isn't right, tell us within 24 hours and we'll come back and re-clean it at no charge.