Privacy Policy

1. Scope and applicable law

This Privacy Policy applies to personal information handled by The Gentlemen Pros (“TGP,” “we,” “us,” or “our”) through thegentlemenpros.com, our contact and booking forms, price estimators, webchat, telephone, text message, and email communications, and the delivery and support of our home services.

We handle personal information in accordance with Alberta’s Personal Information Protection Act (PIPA) and other applicable privacy laws. The federal Personal Information Protection and Electronic Documents Act (PIPEDA) may also apply to certain interprovincial or international commercial activities.

2. Information we collect

The information we collect depends on how you interact with us and may include:

• Contact and service information: your name, email address, telephone number, city, service address when provided, preferred appointment details, service interests, and the content of your request or message.
• Home, equipment, and estimator information: information such as home location, age, heated square footage, efficiency upgrades, existing systems, selected upgrades, pricing assumptions, project details, estimator answers, recommendations, calculated heat load, equipment options, and planning price ranges.
• Communications: messages and information you provide through website forms, webchat, email, telephone, SMS/MMS, reviews, and other customer-service interactions, including text-message consent, opt-out, and preference records.
• Website and device information: IP address, approximate location derived from IP address, browser and device details, user agent, referring page, pages viewed, actions taken, timestamps, session details, and cookie or advertising identifiers.
• Service relationship records: estimates, scheduling information, service history, work orders, invoices, warranty or membership information, and communication preferences where applicable.
• Public-facing content: where authorized or otherwise permitted, a first name, review or testimonial text, service details, and a map marker associated with a recently completed job. We do not intentionally display a customer’s street address.

3. How we collect information

We may collect personal information:

• directly from you when you call, email, chat, submit a form, request service, or use an estimator;
• automatically through website logs, cookies, pixels, local session technologies, and similar tools when you browse or interact with the website;
• from another person who is authorized to act for you, or from a referral, review, advertising, scheduling, or service partner where permitted by law; and
• from records created while we provide, administer, or support requested services.

When you use one of our price estimators, we may create an estimator session and save your answers as you move through the questions, even if you leave before submitting the final contact form. This helps the estimator operate, supports reporting, and allows us to improve the experience.

4. How we use information

We collect, use, and disclose personal information for reasonable purposes that include:

• responding to inquiries and communicating about a request;
• preparing planning estimates, equipment recommendations, and quotes;
• scheduling, confirming, providing, and supporting home services;
• administering customer relationships, service history, warranties, and memberships;
• personalizing website content based on a selected or approximate service area;
• protecting the website, detecting spam or misuse, and maintaining security;
• understanding website performance and improving our services and customer experience;
• measuring the effectiveness of advertising and service-request conversions;
• sending promotions where we have consent or are otherwise permitted by law; and
• meeting legal, regulatory, accounting, insurance, and dispute-resolution obligations.

Automated estimator calculations provide planning information only. They do not make a legally significant decision about you and do not replace an in-home assessment or written quote.

5. Consent and your choices

Depending on the circumstances, consent may be express or implied. For example, when you voluntarily provide contact and home information to request an estimate, we understand that you consent to our using that information to respond to the request. We will seek additional consent where required for a materially different purpose.

You may withdraw or change your consent, subject to reasonable notice and any legal or contractual restrictions. We will explain any material consequences of doing so. Withdrawing consent may mean that we cannot provide a requested feature or service.

Service-related messages about an inquiry, appointment, quote, or work order are different from optional marketing messages. You may use the unsubscribe method in a promotional message or contact us to change your marketing preferences.

6. Text message (SMS/MMS) communications

The Gentlemen Pros offers two separate, optional text-message programs. Agreeing to one program does not enroll you in the other, and consent to receive text messages is not a condition of purchasing any goods or services:

• Transactional and informational messages may include appointment confirmations and reminders, scheduling communications, technician or service updates, quote follow-ups, and customer-support messages related to your request or account.
• Marketing messages may include promotions, special offers, seasonal service reminders, and information about products or services that may interest you.

You may opt in by selecting the separate, unchecked consent box for the applicable program on one of our forms, or through another express opt-in method presented to you. We use your mobile number and consent records to administer only the program or programs you selected.

Frequency and charges: Message frequency varies according to your requests, appointments, account activity, and the program selected. Message and data rates may apply under your mobile carrier and plan.

Opt out and help: Reply STOP to any text message to revoke SMS consent and stop further messages from that sender, except for a one-time confirmation of your opt-out. Reply HELP for assistance, email service@tgpros.ca, or call 587-557-9340. Opting out of text messages does not cancel an appointment or service request.

Mobile information: We do not sell, rent, or share mobile phone numbers or SMS opt-in and consent information with third parties or affiliates for their own marketing or promotional purposes. We may disclose this information to telecommunications carriers and service providers that help us deliver and administer our messaging programs, but only for those operational purposes and subject to appropriate safeguards. We may also disclose it where required by law or with your direction or consent.

7. Cookies, analytics, chat, maps, and advertising

Our website and service providers use cookies, pixels, scripts, session technologies, and similar tools for site operation, preferences, security, analytics, webchat, maps, and advertising measurement. These tools may collect or receive device identifiers, IP address, browser details, referring pages, pages viewed, and interactions such as form submissions or telephone-link clicks.

Services used on parts of our website may include:

• Google Tag Manager and other Google services, including maps;
• Ahrefs Analytics for website measurement;
• Netic online scheduling and TextMe messaging widgets; and
• OpenAI advertising measurement.

The technologies configured through a tag-management service can change as our website and campaigns change. Third-party providers process information under their own terms and privacy practices. You can use your browser settings to block or delete cookies; however, doing so may affect some website features. Where we provide additional website privacy controls, you may use those controls as well.

8. When we disclose information

We do not sell or rent personal information for money. We may disclose personal information only as reasonably necessary for the purposes described in this policy, including to:

• employees, technicians, and authorized contractors who need it to perform their work;
• providers supporting hosting, databases, email delivery, scheduling, customer management, webchat, maps, analytics, advertising measurement, security, and related business operations;
• professional advisers, insurers, auditors, or financing partners where applicable;
• government, regulatory, law-enforcement, or emergency authorities where authorized or required by law, or where necessary to protect people, property, or legal rights;
• a purchaser or successor in connection with a legitimate business transaction; and
• another party with your consent or at your direction.

We expect service providers to handle personal information only for authorized purposes and with safeguards appropriate to the information and service they provide.

9. Processing outside Canada

Some technology and service providers may process or store personal information in the United States or other jurisdictions outside Canada. Information handled outside Canada may be subject to the laws and lawful-access requirements of that jurisdiction.

Our Privacy Officer can provide more information about our use of service providers outside Canada, including the countries in which they may handle personal information and the purposes for which they do so.

10. Safeguards and retention

Safeguards

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information. Access is limited to people and providers who need the information for authorized purposes. No method of internet transmission or electronic storage can be guaranteed completely secure.

If a privacy breach occurs, we will assess and respond to it and provide any reports or notices required by applicable law.

Retention

We retain personal information only as long as reasonably necessary for the purposes described in this policy and for applicable legal, accounting, warranty, insurance, security, dispute-resolution, and record-keeping requirements. When information is no longer reasonably required, we securely destroy it or make it anonymous.

11. Access, correction, and privacy concerns

You may make a written request to access personal information we hold about you or ask us to correct an error or omission. You may also ask a question, raise a concern, request a review of public-facing customer content, or withdraw consent by contacting our Privacy Officer.

We may need to verify your identity before responding. Access may be limited where authorized or required by law, and we will respond within the time required by applicable law. If we cannot resolve a concern, you may contact the Office of the Information and Privacy Commissioner of Alberta.

12. Children and third-party websites

Children’s information

Our website and home services are intended for adults and are not directed to children. We do not knowingly seek personal information directly from children through the website. If you believe a child has provided information without appropriate authorization, please contact us.

Other websites and services

Our website may link to third-party websites, social networks, maps, videos, application tools, or other services. Their privacy practices are governed by their own policies, and we encourage you to review them before providing information.

13. Changes to this policy

We may update this Privacy Policy as our practices, services, or legal obligations change. We will post the current version here, update the date at the top of the page, and provide additional notice where a change is material. Where required, we will obtain consent before using personal information for a materially new purpose.