Privacy Policy

We wanted this policy to be simple and clear. To facilitate consultation, we chose the Questions and Answers format.

Preface

To enable you to benefit from RenoAssistance’s services, we must collect and process information about you. This information constitutes personal information, and we treat it as such.

This Privacy Policy will go over the personal information we are required to collect, how we use it, and to whom we disclose it as part of our business relationship with you. Rest assured that we will never sell your information and that we will take the necessary security measures to protect it.

By using our services and providing us with your personal information, you consent to the use or disclosure of the information we collect about you, as described in this Privacy Policy.

Who is the policy for?

This policy applies to the following people (hereinafter referred to as “Users”):

• Client: a person who submits a request for information or services for residential or commercial renovation or repair projects, regardless of the means used
• Professional or Contractor (hereinafter “Contractor”): a person who provides a service on an individual basis or through their business

It also applies to anyone who communicates or interacts with us, regardless of the means used.

What information is collected?

We collect personal information that you provide to us, which is information that, alone or in combination, identifies you as an individual.

This may include the following personal information.

CATEGORIES OF PERSONAL INFORMATION (PI) COLLECTED	EXAMPLES
PI to identify you	First and last name E-mail and postal address Telephone number
PI in your profile	Location Language Project or transaction history Survey results
PI about your communications and your interactions with us	Description of your projects, plans, and photos that you’ve sent us Your transaction history Content of written communications you’ve sent us Call history, recordings, and transcripts of phone calls with us

Do I have to consent to the collection, use, and disclosure of my personal information?

Your consent is always required.

Your consent allows us to collect, use, and disclose your personal information.

As part of our business relationship with you, we need to collect, use, and disclose your personal information to establish and maintain our relationship with you and provide you with the services you have requested.

Please be assured that your personal information will only be used for the purposes for which we collected it.

Can I refuse to provide personal information or withdraw my consent?

Yes.

However, if you refuse or withdraw your consent, we may not be able to provide you with the requested service, or you may not be able to take advantage of certain benefits and offers associated with the service.

For example, to receive newsletters and promotional content, you need to provide us with your consent. If you refuse, you may not be able to benefit from these promotions.

How is my personal information collected?

We may collect your personal information when you make a request for our services through our website, communicate or interact with us by telephone, or fill out forms or complete surveys.

Why does RenoAssistance collect my personal information?

1. To do business with you

To provide you with our services (i.e., connecting you with Contractors to carry out your residential or commercial renovation projects), we must collect and use some of your personal information to be able to identify you, offer you choices and features, and more.

2. Identify and recognize you

We need to collect your information in order to know who we are providing services to and to confirm that you are the person you say you are.

Examples of information used:

• Information to identify you

3. To provide you with services and features

The following are examples of what we may use your personal information for.

• Creating and maintaining User accounts
• Verifying Users’ identities
• Monitoring and sharing work progress
• Locating where work is required
• Enabling Users to communicate with each other
• Helping Contractors contact Clients (e.g., via email, text message, or phone call) to confirm the location or to provide information related to the work requested
• Helping Clients contact a Contractor to request arrival time or other details related to their project
• Connecting you, at your request, with Desjardins to facilitate acquire for your project
• Providing payment functionality, processing payments, or facilitating payments for our services
• Performing the internal operations required to provide our services, including resolving software interruptions and operational issues
• Conducting data analysis, testing, and research using de-identified information, as well as monitoring and analyzing trends in activity and use

Examples of information used:

• Information that identifies you
• Information about your profile

4. To provide customer service

The following list comprises examples of what we use some of your personal information (e.g., your communications and interactions) for.

• To provide the assistance requested
• To send questions to the right customer support advisor
• To study and solve Users’ problems
• To monitor and improve the quality and processes of our User Support Service
• To conduct surveys to help us improve our services for a better experience, through a survey firm

RenoAssistance may use the information collected to inform customers of changes to our terms and conditions, services, or policies, as well as to send communications that are not intended to promote RenoAssistance’s services.

Examples of information used:

• Information that identifies you
• Information about your communications and interactions with us

5. To comply with our legal and regulatory obligations

In order to comply with our legal and regulatory obligations, we may collect, use, and disclose your personal information for the following reasons.

• To examine or process complaints or disputes relating to the use of RenoAssistance’s services
• To fight against fraudulent activities (e.g., money laundering and fraud)
• For tax purposes
• To respond to requests, warrants, and orders from courts or other organizations
• For any other case authorized by the law in force

Examples of information used:

• Information that identifies you
• Information about your profile
• Information about your communications and interactions with us

What are my options regarding the use of my personal information?

When opting in for personalized offers or participating in marketing surveys (and thereby contribute to the development of our services), you have the option of consenting to the use and disclosure of your personal information.

Did you change your mind? You can modify or withdraw your consent at any time by contacting us.

1. Newsletters

If you consent, RenoAssistance may send you emails to provide you with useful information, promote its services, and/or inform you of promotions or events.

If you no longer wish to receive these emails from us, you can unsubscribe by clicking on the unsubscribe link in each message.

2. Personalized offers

To provide you with service offerings tailored to your needs, we need to get to know you. Therefore, we must use and analyze your personal information as well as combine it with other information. This will allow us to proactively identify products or services that may benefit you, be of interest to you, and meet your needs.

By providing your consent, RenoAssistance may send you personalized offers for our services or third-parties’ services that may be of use or interest to you. Rest assured that none of your personal information will be communicated to these third parties and that only RenoAssistance can use it for this purpose.

If you no longer wish to receive personalized offers, you can withdraw your consent by using the unsubscribe link in each message or by contacting us.

What cookies and other online tracking technologies are used?

Cookies and other online tracking technologies

In order to improve your experience on our website, we may use your browsing and search history as well as the advertisements you view, for example, through cookies and pixels, to offer you advertising that best suits your needs.

What are cookies?

A cookie is a small data file (on your computer) created by your browser whenever you visit a website or web page. Cookies allow websites to remember certain information about you to facilitate your access to and navigation of the Internet within our sites. Cookies can only be read by the website that sends them to your computer.

We use two types of cookies:

1. Session cookies. These identify you and exist for the duration of your session. When you leave our site, they are erased from your computer and deleted from our databases.
2. Persistent cookies. These are stored on your computer and retrieved during your next visit. RenoAssistance uses cookies and other similar technologies for purposes such as

• User authentication;
• Saving User preferences and settings;
• Evaluating content popularity;
• Improving and measuring the effectiveness of advertising campaigns; and
• Analyzing trends and website traffic to better understand the online behaviours and interests of people who interact with our services.

Please note that our advertising partners and other third parties may also install cookies or web beacons on certain pages of our websites, collecting some of your browsing information when you click on their advertising messages or links to their websites or services on our websites. This Privacy Policy does not apply to third party websites or third party advertising providers. We are not responsible for the practices of these partners and other third parties relating to the protection of your personal information or the use of cookies and other online tracking tools. We therefore encourage you to consult the policies of these other entities for more information on this subject.

Who can access my personal information at RenoAssistance?

Only employees who need your personal information to complete their work have access to it. Their access is limited to what is necessary to accomplish their tasks.

For example, if you ask a RenoAssistance employee to contact you, they will need to know the reason(s) why, any relevant context, and the preferred method of communication.

Our employees must comply with our confidentiality agreements. We also require them to protect the security of the personal information they use by implementing appropriate physical, technical, and administrative security measures.

With whom can my personal information be shared?

In order to do business with us, we may also need to disclose your personal information in certain circumstances and for various reasons.

We may disclose some of your personal information to our suppliers when required for them to perform their services. 

Examples of service providers:

• Contractors carrying out work
• Accounting and payment processing services
• Cloud storage service providers
• Application developers
• Survey firms

We only share information for the reasons to which you have consented, and we ensure the protection and confidentiality of the information that we communicate.

Service providers with access to your personal information are contractually obligated to ensure the protection of the confidentiality of your information and to put appropriate security measures in place. They are responsible for complying with RenoAssistance’s strict confidentiality and security standards.

In certain circumstances, the law may allow us or require us to disclose your personal information to others, such as to courts, law enforcement, and government agencies.

This communication is necessary for RenoAssistance to comply with its legal and regulatory obligations, particularly in the fight against money laundering.

Can my personal information be communicated or transferred outside my province or Canada?

RenoAssistance sometimes calls on suppliers or partners located outside your province or Canada to carry out specific mandates in the normal course of its operations.

If we are required to disclose personal information to these suppliers and partners, RenoAssistance assesses the legal system and regulations enforced in the jurisdiction in question and ensures that the protection and confidentiality of this information meets its own requirements.

There may be very specific circumstances in which your personal information may be transferred by derogation, such as when it is essential to undertake a new contract.

Can I access, correct, or modify my personal information?

Retention and deletion of your personal information

RenoAssistance keeps your personal information for the reasons mentioned above within the time periods specified by applicable laws.

You can request the deletion of your file at any time, but RenoAssistance may still retain some of your personal information to comply with its legal and regulatory obligations.

Your rights

You can

• Request access to the personal information we have about you;
• Modify or update your personal information; and
• Delete your personal information.

If your situation changes, it is your responsibility to contact us to update your information. You can do this via

• Your account (profile);
• Telephone; and
• Email.

Do I have recourse if I am not satisfied or to complain about the protection of my personal information?

If you have a question, concern, or complaint about the protection of your personal information or our privacy practices, you can contact us by

1. Telephone: 1-888-710-RENO
2. Email: [email protected]
3. Mail (head office): 4329 Laurentian Highway, Laval, QC, H7L 5W5

Can your privacy policy be changed and, if so, will I be notified?

We may periodically make certain changes to this policy. Be sure to check it regularly for updates, which will take effect on the date indicated on the policy.

Cookie Policy

This Cookie Policy (the “Policy“) is intended to inform you of how RenoAssistance (“RenoAssistance“, “we” or “our“) uses cookies and similar technologies on its website (the “Website”) and as part of the services provided by RenoAssistance (the “Services”).

What is a cookie?

A cookie is a small data file created by your browser and placed on your computer when you visit a site or Web page. Cookies allow the Website to recognize the user at the time of subsequent visits made from this computer, and to remember certain information about him. They are intended to improve the efficiency and usability of the Website, to analyze your use of the Website and our Services, and to assist us in our promotional and marketing efforts (including targeted and behavioral advertising). You can choose to reject cookies if your browser allows it, but this decision may influence how you will be able to use the Website and your ability to access certain features of the Website.

To learn more about cookies and similar technologies, we invite you to visit the following sites Your Online Choices, All About Cookies and AboutCookies.org. In this Policy, the term “cookies” includes all technologies with the above characteristics, including Web beacons.

Consent to the use of cookies

By using our Website, you acknowledge that we may store and access essential cookies on your computer or other devices. Essential cookies are cookies which are essential for the operation of the Website. Please note that we do not need your consent to store and access essential cookies as we have a legitimate interest (i.e. the functionality of the Website) for doing so.

Further, by using our Website, you consent to us storing and accessing certain non-essential cookies on your computer or other devices. These cookies are not essential to the operation of our Website but allow us to provide additional functionality or to gather additional information about your use of our Website.

Why do we use cookies?

RenoAssistance is always on the lookout for new ways to improve its Website and be able to provide you with better services tailored to your interests. Thus, RenoAssistance uses different types of cookies for the following purposes:

• To assist you in the navigation of the Website;
• To assist you in registering for our events, creating or accessing your account, using our Services and your ability to provide us with feedback;
• To analyze how you use our Website and our Services; and
• To assist in our promotional and marketing activities (including targeted advertising).

What types of cookies are used by RenoAssistance?

RenoAssistance uses first-party cookies (i.e. cookies placed directly by RenoAssistance or its service providers), as well as third party cookies (i.e. cookies placed by third-party partners that RenoAssistance authorized). When these third-party partners use third party cookies, they are responsible for the cookies they use. We invite you to consult their cookie management policies. You can also use their consent management tools to set your preferences and opt out of these third-party partners collecting information about you when you visit our Website.

Cookies can be classified into different categories according to their purposes:

Essential cookies: These cookies are essential in order to help you to move around on the Website and use basic functions. They are usually set as a response to actions you have taken that constitute a request for services, such as setting your privacy preferences, logging in, or filling out forms. You can configure your browser to block these cookies or warn you about them, but if you do so parts of the Website or the Services may stop working.

Functionality cookies: These cookies are used to improve and personalize the functionalities of our Website. They remember the choices you make (your username or your latest real estate property searches, for example) and provide personalized services. Thanks to these cookies, you do not have to enter certain information each time you log into our Website. They can be activated by our teams, or by third parties whose services are used on our Website. If you block these cookies, then some or all of the features of the site may not work well.

Performance and analytics cookies: These cookies allow us to count visits and traffic sources, so we can better know and understand the people who use our Website, and measure and improve the performance of our Website and Services. They help us know which pages are the most and least popular and see how visitors move around the Website. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our Website and we will have less information to improve the performance of our Website and Services.

Advertising and Targeting Cookies: These, typically third party cookies, are used to deliver ads more relevant to you. They will also limit the number of times you see a particular ad as well as they measure the effectiveness of the ad campaigns. They remember your device’s visit in the Website and help to understand shopping behaviors and thus to improve our Website and provide ads and offers of interest. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

How can you block cookies?

You can modify your browser settings to delete or prevent certain cookies from being stored on your computer. The “Help” functionality of most browsers lets users know how to prevent a browser from accepting new cookies, how to receive a notification when the browser receives a new cookie, or how to turn off cookies:

• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Safari
• If you wish to accept only our cookies, but not third party cookies, you can normally (depending on your browser) select in your browser settings “Block third party cookies”.

If you decide to refuse or block cookies, some pages of our Website may not display correctly or some features may not be available.

To learn more about setting your browser preferences, you can also visit the following sites: Your Online Choices, All About Cookies and AboutCookies.org.

You can also block the use of the following third-party cookies by following the steps explained in the links provided below:

• Google Analytics: If you want to prevent Google Analytics from using your data, you can download the Google Analytics Opt-out Browser Add-on.
• Google AdWords: If you do not wish to participate in our Google AdWords remarketing, you can opt out by visiting Google’s Ads Preferences Manager.
• Facebook : If you do not want Facebook to use information based on your activity on websites or applications outside of Facebook for the purpose of serving advertisements, you can opt out in your Ads Preferences.

You can also opt out of personalized advertising from third-party advertisers and advertising networks that are members of the Digital Advertising Alliance of Canada (DAAC) by visiting the DAAC Opt-Out Page.

Note that, even if you choose not to receive advertisements targeted to your interests, it will still be possible to see advertisements from RenoAssistance. In this case, these will simply not be tailored to your actual needs and may be displayed more frequently.

Policy Updates

We may make changes or additions to this Policy at any time, so we encourage you to review it periodically. If we make any changes to this Policy, we will notify you by changing the effective date of this Policy at the top of the page.

Contact us

If you have any questions, concerns or complaints about the protection of your personal information or our data protection practices, please contact the Privacy Officer by email at [email protected].

You can also contact us:

• By phone: 1 888 670 9742 
• By mail to our headquarters: 4329 Laurentian Highway, Laval, QC, H7L 5W5

Please give your name and contact details, the nature of your request or complaint, and any other relevant information.