Your data stays yours. Always.
This policy explains exactly what BC Home Service collects when you request a quote, book a technician or leave a review — what we do with it, who sees it, how long we keep it, and the rights Canadian law gives you over it. It is written for homeowners, not lawyers.
We never sell your data
Selling customer information is prohibited by this policy and by our internal data rules. Your details exist to deliver your job — nothing else.
PIPEDA & BC PIPA aligned
Our practices follow Canada’s federal privacy act and BC’s Personal Information Protection Act, the law that governs provincially regulated businesses in British Columbia.
Encrypted where it counts
Quote requests travel over HTTPS, are stored access-controlled, and paper job files are locked in our office between jobs.
Access & deletion on request
Ask and you get a copy of what we hold about you, corrections when something is wrong, and deletion once legal retention windows close.
Why this policy exists
BC Home Service is a home services contractor operating in Metro Vancouver and the Fraser Valley, serving seventeen cities from Vancouver to Mission. We fix furnaces at 2 AM, repipe heritage homes in New Westminster, install heat pumps under CleanBC rebate programs, and unblock drains in Surrey. Every one of those jobs starts with a phone call or a web form — and the moment you contact us, you have shared personal information with us.
British Columbia law is unusually specific about what happens next. The Personal Information Protection Act (PIPA) governs every provincially regulated organization in BC, from one-plumber shops to ours, and the federal Personal Information Protection and Electronic Documents Act (PIPEDA) applies to our operations that cross provincial lines. Both laws rest on the same ten fair-information principles: identify your purposes before you collect, collect only what a reasonable person would consider appropriate, get consent, limit use and disclosure, keep it accurate, protect it, be open about your practices, let people see their own file, and keep records only as long as needed.
This policy follows that structure in plain English. It applies to bconehomes.com, our phone and email channels, our booking and review systems, and every in-person service visit. It does not apply to third-party sites we link to — social media, FortisBC rebate portals, financing partner sites — each of which carries its own policy that we encourage you to read.
Information we collect
From quote and booking forms. Your name, phone number, email, service address, the service you need and the description you type. If you submit photos of a failing furnace or a leaking water heater, those photos are part of the record we use to quote accurately. Form submissions include a timestamp and, for spam prevention only, standard technical signals.
When you call. Call display gives us your number; the conversation gives us the details of your problem. Calls to our emergency line are logged so the next dispatcher who speaks with you has the history in front of them instead of asking you to repeat the story at 3 AM.
On site. Your address, access instructions, parking constraints, pets, alarm codes you choose to share, the equipment we service (model and serial numbers), the work performed, and photos we take of the job — which we share with you and use internally for warranty tracking. Homeowners who want before-and-after photos published must sign a separate media consent; we never assume it.
Reviews. If you leave a review on our site, we publish your first name, the city and service category you select, the star rating and your text. We ask for your email only to confirm the submission is real, and it is never published.
Technical data. Like nearly every website, our analytics record anonymized page views, referral source, device type and city-level geography. We use this aggregated data to understand which guides homeowners actually read — it does not identify you, and it is never merged with your customer file.
How we use your information
We use what you share to do the job you hired us for: quoting your project at a realistic flat rate, scheduling the right licensed technician, dispatching emergency crews, ordering the correct equipment for your home, registering manufacturer warranties in your name, and following up that the repair held.
Beyond the job itself, we use contact details to send the things you ask for: warranty documents, rebate paperwork status, maintenance reminders for equipment you own, and invoices. If you opt into seasonal tips, you get at most a few emails a year, and every one carries a one-click unsubscribe that we honour immediately.
We do not use your information for automated profiling or algorithmic price targeting. A quote is a technician reading your actual equipment, your actual venting and your actual ductwork — not a model scoring your neighbourhood. And under BC law we do not use personal information for any new purpose without asking you first.
Cookies & analytics
The site uses a small set of strictly necessary cookies to remember quote-form drafts as you fill them and to keep the chat session alive if you use it. Analytics run in aggregate with IP anonymization; there are no advertising pixels on this site, no cross-site trackers, and no cookie-consist wall — because there is nothing to consent to beyond the functional minimum.
You can block or delete cookies in any browser without losing access to any content on this site, including all 150+ guides in our learning centre. Blocking cookies affects nothing except resuming a half-finished quote form after you close the tab.
When we share information
The honest answer for a contractor: more rarely than you think, and never for money.
Service delivery. Your name, address and job details go to the specific technician dispatched to you and, when a job requires a lift, a crane or a specialized subcontractor (gas fitting under a permit, for example), to that subcontractor — limited to what the task needs.
With your direction. If you finance an installation, we send the equipment quote to the financing partner you chose. If you apply for CleanBC, FortisBC or municipal rebates, we send the invoice and installation evidence the rebate program requires. You sign the application; we never submit on your behalf without it.
Legal requirements. We disclose information when law, a subpoena or a safety order requires it — Technical Safety BC can lawfully demand gas-fit records for your address, for example. We also disclose the minimum necessary to protect life and safety, such as reporting a dangerous installation to the utility.
We do not share, rent or trade your information with advertisers, data brokers, lead-generation networks or anyone else. Ever.
Retention & security
Active customer records — quotes, job files, invoices, warranty registrations — are kept for the life of the warranty plus the limitation period BC law sets for contract claims, then destroyed. Review submissions that are not published are deleted after 90 days. Analytics aggregates carry no personal data and are kept for statistics only.
Electronic records sit on access-controlled systems, transmitted over TLS and available only to staff who need them to do their job. Paper job files are physically secured at our office. Payment card numbers are never written down, stored or emailed — card data goes directly through our payment processor, so our systems hold only the last four digits and the approval code.
No system is perfect. If a breach ever affects your personal information, BC PIPA requires us to notify you and the Office of the Information and Privacy Commissioner promptly, and we will — with what happened, what data was involved, and what we are doing about it, in that same notification.
Your rights, in practice
You can ask us what we hold about you — and get it. You can correct anything wrong. You can withdraw consent to marketing at any time, and we stop. You can ask us to delete your information once no legal or warranty reason requires keeping it. You can complain, first to us and then, if you are not satisfied, to the Office of the Information and Privacy Commissioner for BC (oipc.bc.ca) — the regulator that enforces PIPA and can order remedies.
To exercise any of these, call 604-615-2212 or email Bc.onehomeservices@gmail.com with the words “personal information request”. Statute gives us 30 business days to respond; in practice it is days, not weeks. There is no fee for a reasonable request, and we will ask you only for enough identification to make sure we release your information to you and not to someone pretending to be you.
Reviews & moderation
Reviews published on this site are moderated for spam and genuine-safety concerns only — we do not remove fair criticism. When you submit a review, we publish your chosen display name, city, service, rating and text; your email stays private. If you later want a review removed or edited, one email does it, with no argument.
Review submissions are covered by this policy like any other personal information: stored securely, never sold, deleted if unpublished within the retention window above.
Privacy questions homeowners actually ask
Questions about your data or your job?
A real person answers our line every day of the year — no phone trees, no offshore call centres, no scripts about your privacy.