Privacy Policy | Crisp&Nest Cleaning

1. Overview

This Privacy Policy explains how Crisp&Nest Cleaning Services Ltd. (“Crisp&Nest”, “the Company”) collects, uses, discloses, and protects personal information in connection with its professional cleaning services in British Columbia, Canada.

Crisp&Nest is a corporation organized under the laws of British Columbia and provides residential and commercial cleaning services, including apartments, houses, offices, commercial premises, and short‑term rental properties (such as Airbnb and Booking.com listings) located in British Columbia.

This Policy is intended to meet the requirements of British Columbia’s Personal Information Protection Act (“BC PIPA”) and, where applicable, Canada’s Personal Information Protection and Electronic Documents Act (“PIPEDA”).

2. Scope and Application

This Policy applies to personal information collected by Crisp&Nest about:

Individual customers and their representatives.
Tenants, occupants, or other individuals whose premises are cleaned as part of a service ordered by a customer.
Visitors to Crisp&Nest’s website and social media pages.

The Policy covers personal information collected through:

The Crisp&Nest website and any online booking or contact forms.
Telephone calls, SMS, and messaging apps (including Meta/Facebook Messenger and WhatsApp).
E‑mail communications and social media channels (e.g., Instagram and Facebook).

This Policy does not apply to information about corporations or other organizations that is not linked to an identifiable individual.

3. Definitions

For the purposes of this Policy:

“Personal information” means information about an identifiable individual, as defined under BC PIPA and PIPEDA.
“Processing” means any operation involving personal information, including collection, use, disclosure, storage, and deletion.
“Service providers” means third‑party companies engaged by Crisp&Nest to support the provision of services (e.g., payment processors, cloud storage, and email platforms).

4. Contact Details and Privacy Officer

Crisp&Nest Cleaning Services Ltd. acts as the organization responsible for personal information under BC PIPA and, where applicable, PIPEDA.

The Company has designated a Privacy Officer to oversee compliance with this Policy and applicable privacy laws:

Privacy Officer
Privacy Officer, Crisp&Nest Cleaning Services
E‑mail: support@crispandnest.com

Individuals may contact the Privacy Officer at the above address with any questions or concerns regarding this Policy or the Company’s handling of personal information.

5. Categories of Personal Information Collected

Crisp&Nest collects the following categories of personal information from customers and prospective customers, depending on the interaction:

Identification and contact details: first and last name, telephone number, and e‑mail address.
Service and property details: service address, type of property (apartment, house, office, commercial space, short‑term rental), approximate size or square footage, and preferred service options.
Access instructions: one‑time or temporary access codes, instructions for entry (e.g., intercom/buzzer code, door code, parking details), and information about pets necessary for safe and effective service.
Booking and communication history: records of bookings, rescheduling, cancellations, notes related to specific services, and general correspondence with Crisp&Nest.
Promotions and referrals: promo codes, referral information, and participation in loyalty or referral programs.
Preferences: cleaning preferences or restrictions (for example, preferred or restricted cleaning products, areas not to be cleaned, allergies relevant to cleaning methods or products).

Crisp&Nest collects this information directly from the individual (e.g., via website forms, telephone calls, or messages) or indirectly through the person who books the service on their behalf.

6. Methods of Collection

Crisp&Nest collects personal information by lawful and fair means, including:

Directly from individuals via the website, online forms, e‑mail, telephone, SMS, Meta/Facebook Messenger, WhatsApp, and social media direct messages.
During in‑person interactions or service visits, where additional notes or instructions are provided.
Indirectly from customers who provide information about other occupants or authorized contact persons for the premises being cleaned.

Telephone calls are not recorded, but standard call logs and message histories may be retained as part of normal business records.

7. Purposes for Collection and Use

Crisp&Nest collects, uses, and stores personal information about customers for the following purposes, in each case limited to what is reasonable for achieving the stated purpose:

Service provision and operations: to receive and process bookings, plan and deliver cleaning services, assign cleaners, manage schedules, and communicate about upcoming or ongoing services.
Communication: to respond to inquiries, send confirmations, updates, and follow‑up messages, and handle any service‑related issues or complaints.
Billing and financial administration: to issue invoices, process payments, handle refunds or adjustments, and maintain bookkeeping and accounting records in accordance with applicable tax and financial laws.
Marketing and promotions: to send optional promotional e‑mails or SMS about offers, discounts, referral programs, and new services, in accordance with applicable anti‑spam and privacy rules and with the individual’s consent where required.
Loyalty and referral programs: to administer promo codes, track referrals, and apply relevant rewards or discounts.
Analytics and service improvement: to analyze booking patterns, service frequency, average order values, and customer preferences in order to improve services, optimize operations, and plan marketing activities. This may include basic profiling and segmentation (for example, categorizing customers by frequency of cleaning, type of property, or average spend), but not fully automated decisions with significant legal or similar effects on individuals.
Dispute resolution and risk management: to investigate and resolve complaints, disputes, incidents, or claims, and to protect the rights, property, and safety of Crisp&Nest, its staff, customers, and others.
Legal and regulatory compliance: to comply with applicable laws, regulations, court orders, and requests from regulators or law‑enforcement authorities where legally required.

Where required by law, Crisp&Nest relies on the individual’s consent for specific activities such as direct marketing; in other cases, the Company relies on purposes that a reasonable person would consider appropriate in the circumstances under BC PIPA.

8. Access Codes, Keys, and Physical Access Information

In order to perform cleaning services, customers may provide:

One‑time or temporary access codes (e.g., buzzer, door, or building entry codes) and related instructions.
Information about access devices such as physical keys, fobs, or entry cards.

Crisp&Nest uses this information solely to access the premises for the booked service, on a need‑to‑know basis, typically sharing it only with the assigned cleaner(s) and, where appropriate, a manager coordinating the visit.

Access codes are used for one‑time or limited purposes and are not retained by Crisp&Nest longer than reasonably necessary to complete the scheduled service; customers are encouraged to change codes after service where appropriate.

Any physical keys, fobs, or access devices held by Crisp&Nest are stored and handled securely and are returned to the customer when no longer required. They are not permanently labeled with full address details in a manner that would directly identify the premises.

9. Photographs, Videos, and Reviews

Crisp&Nest may, from time to time, take photographs of cleaned areas (such as appliances or surfaces) to document service quality, training examples, or for internal quality‑control purposes.

These photographs are limited to non‑identifying views of premises (for example, images of cleaned stoves, microwaves, or general areas) and are not intended to capture identifiable individuals, family photos, or other uniquely identifying personal items.

Where Crisp&Nest wishes to use customer reviews or images for marketing or publication (for example, on the website, social media, or Google Maps), consent is obtained verbally or in writing (including via electronic communication), and, where applicable, the Company may link to or embed reviews from external platforms that display the reviewer’s name or profile according to that platform’s own privacy and display settings.

10. Third‑Party Service Providers and International Transfers

Crisp&Nest uses third‑party service providers to support its operations, which may include:

Payment processors (such as Stripe and PayPal) to securely process card and online payments.
Cloud storage and productivity services (such as Google Drive and Microsoft OneDrive) to store business records and documents.
Accounting or bookkeeping platforms to manage financial records in line with legal and tax requirements.
E‑mail and marketing platforms to send newsletters, service updates, and promotional communications.

These providers may be located or may store data outside Canada, including in the United States or the European Union.

When using such providers, Crisp&Nest takes reasonable steps to ensure that:

Personal information is disclosed only to the extent necessary for the service provider to perform services on Crisp&Nest’s behalf.
Appropriate contractual and organizational safeguards are in place to protect personal information against unauthorized access, use, disclosure, or loss.

Personal information may be subject to the laws of the jurisdictions where these service providers operate, and may be accessible to courts, law‑enforcement, or regulatory authorities in those jurisdictions, in accordance with their laws.

11. Payment Information

Crisp&Nest accepts various payment methods, which may include cash, e‑transfer, bank transfer, credit and debit cards, online payments through the website, and invoice‑based payments.

Card and online payments are processed by third‑party payment processors (such as Stripe or PayPal), and Crisp&Nest does not store full card numbers or security codes on its own systems.

Crisp&Nest may retain limited transaction information for accounting, reconciliation, and support purposes, such as:

Transaction date and time.
Amount paid and currency.
Partial card details (such as the last four digits of the card number), where provided by the payment processor.
Cardholder name and billing address as transmitted by the payment provider.

This information is used for issuing receipts, resolving payment issues, supporting chargeback investigations, and complying with financial and tax obligations.

12. Website, Cookies, and Online Tracking

When individuals visit the Crisp&Nest website, certain information is collected automatically through cookies and similar technologies and through third‑party analytics and advertising tools.

Crisp&Nest may use:

Essential cookies: necessary for the basic operation of the website and for security (for example, to maintain a session or process a form submission).
Analytics cookies and tools: such as Google Analytics 4, implemented via Google Tag Manager, to understand how visitors use the website (e.g., pages visited, time spent, general location based on IP address, and device/browser information) and to improve content and navigation.
Marketing and remarketing tools: such as the Meta (Facebook/Instagram) Pixel and similar technologies to measure advertising performance and run remarketing campaigns.

The information collected through these tools may include IP address, device identifiers, browser type, pages viewed, referring URLs, and general location information. This data is typically aggregated and used for statistics, audience measurement, and ad optimization.

Visitors can control cookies and certain tracking technologies through:

Browser settings to block or delete cookies.
Opt‑out tools provided by some third parties (for example, Google’s ad settings or industry opt‑out mechanisms where available).

Even if a separate cookie banner or cookie policy is not displayed, the use of cookies and tracking technologies is disclosed in this Privacy Policy in line with BC PIPA and PIPEDA expectations.

13. Legal Bases and Consent

Crisp&Nest collects, uses, and discloses personal information only for purposes that a reasonable person would consider appropriate in the circumstances, and in accordance with BC PIPA and, where applicable, PIPEDA.

In many cases, consent is obtained when an individual provides information directly (for example, by filling out a booking form, calling to schedule a service, or providing instructions for access). In situations where consent is required for specific uses (such as optional marketing communications), Crisp&Nest seeks express or implied consent as appropriate.

Individuals may withdraw consent to certain uses of their personal information (for example, marketing communications) at any time, subject to legal and contractual restrictions and reasonable notice. Withdrawal of consent may affect the ability of Crisp&Nest to provide certain services.

14. Direct Marketing and Profiling

Crisp&Nest may use contact details (e‑mail address and phone number) to send marketing communications about promotions, discounts, referral programs, and service updates, in accordance with applicable anti‑spam and privacy laws.

Crisp&Nest may also perform basic profiling and segmentation based on factors such as service frequency, property type, and average order value, to tailor service offerings, plan marketing campaigns, and improve the customer experience. This profiling does not involve solely automated decision‑making that produces legal or similarly significant effects for individuals.

Individuals can opt out of marketing communications at any time by using the unsubscribe mechanism provided in e‑mails or by contacting Crisp&Nest using the details in Section 4. Opting out of marketing does not affect service‑related communications.

15. Data Retention

Crisp&Nest retains personal information only for as long as necessary to fulfill the purposes for which it was collected, to comply with legal and regulatory obligations, to resolve disputes, and to enforce agreements, after which the information is securely deleted or anonymized.

In particular:

Customer account and booking information is retained for as long as the customer relationship remains active and for a further period that is reasonably necessary for handling complaints, queries, potential disputes, and for audit, tax, and accounting purposes.
Financial and transactional records are retained for periods required by applicable tax and financial legislation and professional record‑keeping standards.

Retention periods are determined by considering the nature of the data, the purposes of processing, and applicable statutory requirements. When personal information is no longer required, it is securely destroyed, erased, or anonymized.

16. Data Security

Crisp&Nest takes reasonable administrative, technical, and physical measures to protect personal information against unauthorized access, use, disclosure, alteration, or destruction, consistent with the sensitivity of the information.

Security measures may include:

Restricting access to personal information to staff and contractors on a need‑to‑know basis.
Using secure work devices and business systems for storing and accessing customer and staff information.
Implementing password protection, access controls, and, where appropriate, multi‑factor authentication for key systems.
Maintaining secure storage for physical records and access devices (such as keys and fobs).
Using reputable third‑party service providers that implement appropriate security safeguards.

Crisp&Nest’s policy is that personal information of customers should not be copied or stored on personal devices of staff or contractors outside of authorized and controlled company systems, except where strictly necessary for service delivery and subject to appropriate safeguards.

17. Children and Sensitive Information

Crisp&Nest’s services are directed to adult customers and property managers. The Company does not knowingly seek to collect personal information directly from children.

In some cases, the premises serviced may be primarily used by children (such as family homes or premises where children are present). In such situations, Crisp&Nest does not intentionally collect additional information about children beyond what is necessary to perform the service safely (for example, information about allergies or health considerations that may affect cleaning products or methods).

Crisp&Nest does not routinely collect highly sensitive information about individuals (such as detailed medical records, religious beliefs, or other special categories of data) and requests that customers do not provide such information unless it is necessary and directly relevant to the cleaning services.

18. Individual Rights and Requests

Subject to limited exceptions under BC PIPA and PIPEDA, individuals have rights in relation to their personal information, which may include:

Access: the right to request access to personal information held by Crisp&Nest about them and to obtain an explanation of how it is used and disclosed.
Correction: the right to request correction of inaccurate or incomplete personal information.
Withdrawal of consent: the right to withdraw consent to certain uses or disclosures of their personal information, such as marketing communications, subject to legal or contractual limitations.

Requests can be submitted using any convenient communication channel, such as e‑mail, SMS, or other contact method provided by Crisp&Nest. For privacy‑specific requests, individuals are encouraged to contact the Privacy Officer at the e‑mail address listed in Section 4.

Crisp&Nest will respond to privacy‑related requests and complaints as promptly as reasonably possible, and typically within a period such as two business days for initial acknowledgment, subject to legal timelines and complexity.

19. Complaints and Escalation to Regulators

Individuals who have concerns or complaints about how Crisp&Nest handles their personal information are encouraged to contact the Privacy Officer first, using the contact details in Section 4. The Company will investigate and attempt to resolve the issue in a fair and timely manner.

If an individual is not satisfied with the response, they may have the right to contact the relevant privacy regulator, such as:

Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) – for matters under BC PIPA.
Office of the Privacy Commissioner of Canada (OPC) – for matters under PIPEDA, particularly where personal information crosses provincial or national borders.

Details on how to file a complaint are available on the respective regulators’ websites.

20. Disclosures Required or Permitted by Law

Crisp&Nest may disclose personal information without consent where required or permitted by law, such as:

To comply with court orders, subpoenas, or other legal processes.
To respond to lawful requests from law‑enforcement or regulatory authorities.
To investigate suspected fraud, security incidents, or violations of law.
In emergencies where life, health, or safety are at risk.

Any such disclosures are limited to what is reasonably necessary in the circumstances and are made in accordance with applicable legal requirements.

21. Changes to this Privacy Policy

Crisp&Nest may update this Privacy Policy from time to time to reflect changes in legal requirements, business practices, or services offered.

When material changes are made, Crisp&Nest will post the updated Policy on its website and indicate the date of the most recent revision. Continued use of the services after such changes constitutes acknowledgment of the updated Policy, subject to any additional consent requirements under applicable law.

22. How to Contact Crisp&Nest

Questions, requests, or complaints regarding this Privacy Policy or the handling of personal information by Crisp&Nest should be directed to: