Privacy notice for Roundhouse

Residents report repairs through the Roundhouse resident portal, the text line, phone or the web. Our AI intake, powered by Nezam AI, answers each request. It collects:

1. The messages you send, and notes of what you tell us on a call.
2. Photos and video you send of the problem.
3. Your name, phone number and email.
4. The building and unit, and access notes such as when you are home, pets, or how to get in.

We use this to answer you, sort emergencies first, try a safe fix with you, book a trade and arrange entry, and to keep the job record.

1. The AI intake is run by an AI service provider, Nezam AI, on our behalf and under our instructions. It uses the information only to run the intake for us, not for its own purposes.
2. We also use service providers to host our systems and send messages. Each one handles the information only for us.
3. Some providers may store or process information outside Canada. While it is there, the courts, law enforcement and national security authorities of that country may be able to reach it under their laws.
4. We stay responsible for information we pass to a provider, and we require the same level of protection we give it ourselves.

1. Our team, and the trade booked for the job, who gets only what that job needs.
2. The client who sent the job or maintains the building, such as the property manager, landlord or condo board, through its building tracking portal.
3. When the client instructs us to connect its property management software, the work orders, photos, quotes, inspection reports and invoices for its buildings are sent into that software. From there the client handles them under its own privacy practices.
4. Quotes and inspection reports are sent from site to the person the client names to approve work.

We do not sell personal information or use it for advertising.

The request form collects:

1. Your role, your name, your firm or property, your email and what you need.
2. If you choose to give them: phone, the number of doors or units, your property management software, the postal code of the first building, the work you have in mind, how you heard about us, who referred you and a message.
3. The page you sent it from, its address, and any campaign tags in that address, so we know which page or campaign brought the enquiry.

The website chat sends the same details when you send a request from it. Its automatic answers come from the pages of this site; a person reads what you send.

The trade application collects:

1. Your name, business, email, phone, trade, the areas you cover, your availability and how you price.
2. The licence or registration numbers your trade needs, your WSIB clearance number and expiry, and your liability insurer and policy expiry.
3. A certificate of insurance, if you upload one. PDF and image files only, checked by their contents.

No IP address or browser details are stored with a form record. The website sets no advertising pixels. Do not put tenant names, access codes, identity documents or payment details in a website form. Sending a form does not book a job or form a contract. We may email you about your enquiry and, for up to six months after it, about our services. Every such email carries a one click unsubscribe, and you can ask us to stop at any time.

A maintenance review export is used for that review only, and tenant names and unit numbers are removed before it is sent.

1. We use Google Analytics to count visits and to see which pages and links people use. It sets first party cookies to recognise a returning browser. Google receives the pages you view, the site that sent you, your browser and device type, and your IP address, which it uses to estimate your city and does not store. Google's data sharing and advertising features are off for this site, and Google Analytics keeps the data for 14 months.
2. When you send a form or a chat request, the count records that one was sent and from which page, never what you wrote.
3. Our web server keeps standard access logs of the page requested, the time, the site that sent you and your browser, with the last part of each IP address removed. They are kept for up to 90 days, to keep the site secure and to count visits without cookies.
4. You can block the analytics cookies in your browser's settings, or with Google's opt out add on. The site works the same without them.

1. Website form records are stored on the server that runs the forms, outside the published website. An uploaded certificate is stored under a random file name, readable only by the service that received it, and is never published.
2. Our team is alerted to a new enquiry by email to our own inbox, sent through an email delivery service, or in its internal team chat, with the fields you filled in. An uploaded certificate is not sent, only its file type and size.
3. Intake messages, photos and job records are kept on the job record, reachable by our team, the booked trade and the client for that building.

1. Job records, including the intake messages and photos behind them, are kept while we serve the building and then for as long as tax law requires for business records: in Canada, generally six years from the end of the tax year they relate to.
2. A request that never became a job is deleted once it is no longer needed.
3. An enquiry through the website is kept while we assess it and while any work that follows is open.
4. For trades we work with, WSIB clearance records are kept for at least three years, as WSIB requires.

Under Canada's federal privacy law, PIPEDA, you can:

1. Ask what personal information we hold about you and get a copy.
2. Ask us to correct it if it is wrong.
3. Withdraw your consent, subject to legal or contract limits. If you do, we tell you what that means for a repair in progress.
4. Ask us to delete it, and we will, except what the law requires us to keep.
5. Complain to the Office of the Privacy Commissioner of Canada if you are not satisfied with our answer.

Write to our privacy officer at info@roundhousegroup.ca with the email or phone number you used, so the record can be found. A person answers. The privacy officer is accountable for how Roundhouse handles personal information. If your building's manager or landlord holds the record in its own software, we tell you and pass your request on.