Basement Flood Toronto: Privacy Policy for Dispatch Calls, Scope Requests, Insurance Files and Subsidy Applications

1. Who We Are

Basement Flood Toronto ("we", "us" or "our") provides basement flood response, water damage restoration, sewage cleanup, structural drying, mould remediation, waterproofing, sump pump and backwater valve services across Toronto and the Greater Toronto Area from our field operations desk in Toronto, Ontario. We handle personal information in line with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).

2. Information We Collect

We collect only what we need to respond to your request and complete the work:

• Contact details you give us: your name, phone number, property address and postal code.
• Details about the incident: water source, IICRC category, affected area, notes you provide, and your confirmation that you own the property.
• Job records created on site: photographs, moisture readings, drying logs, contents inventories and written scopes.
• Insurance information you choose to share: insurer name, claim number, adjuster contact and policy details relevant to the claim.
• Subsidy information for eligible City of Toronto properties: details required by the Basement Flooding Protection Subsidy Program application.
• Website data: the page you submitted a form from (source page), basic device and browser information, and cookie data described below.

3. How We Use Your Information

• To dispatch a crew, call you back, and prepare a written CAD scope.
• To document the loss under IICRC S500 and share that documentation with your insurer and adjuster when you ask us to.
• To bill your insurer directly on covered scope, subject to your policy limits and adjuster approval, and to invoice you for any remaining balance.
• To file permits and subsidy paperwork with the City of Toronto on your behalf.
• To honour our written workmanship warranty and answer follow-up questions.
• To improve our website and understand which pages are useful, using aggregated analytics.

We do not use your information for unrelated marketing without your consent, and we never sell it.

4. When We Share Information

We share personal information only where it is needed to deliver the work you asked for or where the law requires it:

• Your insurer, adjuster or broker, when you ask us to coordinate or direct-bill a claim.
• The City of Toronto, for building permits, inspections and subsidy applications.
• Trusted service providers who help us operate, such as our lead-capture form processor, payment processors and IT providers, under confidentiality obligations.
• Tenants, landlords or property managers only where you have authorised it for a shared property.
• Authorities, where required by law.

5. Contact Forms

Forms on this site are processed by a third-party lead-capture service that forwards your submission to us. The form records the page you submitted from so we know which service you were reading about. A required checkbox confirms that you own the property. We do not ask for your email address on our forms.

6. Cookies and Analytics

We may use cookies and similar technologies to understand how visitors use the site and to measure which pages lead to calls and form submissions. You can set your browser to refuse cookies or to alert you when cookies are sent. Some parts of the site may not work as intended without them.

7. How Long We Keep Records

We keep job records, photographs and readings for as long as needed to support your insurance claim, our warranty and our legal and tax obligations. Records are then securely deleted or destroyed.

8. How We Protect Information

We use reasonable administrative, technical and physical safeguards to protect personal information from loss, theft and unauthorised access, and we limit access to staff and providers who need it for the job.

9. Your Rights

• Ask what personal information we hold about you and request a copy.
• Ask us to correct information that is inaccurate.
• Withdraw consent for optional uses, subject to legal and contractual limits.
• Ask us to delete information we no longer need to keep.

10. Changes to This Policy

We may update this policy from time to time. The date at the top of the page shows when it last changed.

11. Contact Us About Privacy

For privacy questions or requests, call us at (416) 555-0100 or use our Send a Message form and mention "Privacy" in your note. Mailing address: Toronto, Ontario.