Privacy policy

This is a translation. The French version of this policy is the official version and prevails in case of any difference. Version française

ClimaRéf Québec inc. complies with Québec's Act respecting the protection of personal information in the private sector, as amended by Law 25.

Person in charge of the protection of personal information

Jacob Pagé, ClimaRéf Québec inc. info@climarefquebec.com · 418 956-4455

Information collected

When you fill out a form on the site (quote or subscription cancellation), we collect the information you provide: name, phone, email, city (optional) and a description of your project or request (plus, where applicable, the product or plan you picked). The quote form also automatically includes the source category of your visit (for example a Google or Facebook ad, a text message or a Google search) and the page the request came from, so we know which ads work.

When you sign up for a maintenance plan, pay a reservation deposit or buy a unit online, payment is made on a GoHighLevel (LeadConnector) checkout page, processed by Stripe. We then receive your name, your contact details, the product or plan chosen and the status of your payments. Your card data is processed by Stripe.

Before paying for a plan, you accept its terms on our site. As proof of that acceptance, we keep the date and time, a reference number, the plan, the version of the terms, the number of units you indicated, the source category and campaign of your visit and, if you enter it, your email. This proof is kept in our database (Neon) and in our host's form system (Netlify), in the United States. Only authorized members of our team have access to it. It is kept for the whole duration of your subscription and 3 years after it ends, then destroyed. It is never used for marketing.

If you are a client, we also collect the information related to our services and your billing: your contact details and the work address, the equipment installed or serviced, quotes, work orders, visit reports and photos taken by our technicians, your invoices and payments, and our text and email exchanges.

Use

• To respond to your request, prepare a quote and follow up on our services.
• To bill and manage your subscription: monthly payments, receipts, notices required by law (for example the notice sent before a discounted period ends) and cancellation.
• To send you offers and news about the maintenance of your equipment by email or text message (marketing), only with your consent. Every message identifies us and lets you withdraw your consent.
• To know which ads work, using only the source category described above.

The information from our service and billing records is used to serve you, bill you, honour warranties and meet our legal and tax obligations. It is used to send you offers by email or text message only if you have consented. You may withdraw that consent at any time (see below).

We do not sell your personal information.

Service providers and transfers outside Québec

Requests sent through our forms are sent to us by email through Netlify and stored in a secure database (Neon). Quote and callback requests are also recorded in our customer management tool (GoHighLevel). These providers' servers are located in the United States.

Some processing is done by service providers, who process your information on our behalf and only for the purposes above. Their servers are located outside Québec, mainly in the United States:

• Netlify: website hosting and form delivery.
• Neon: secure database of the requests received through the site and of our management app (client files, Client portal), accessible only to our team.
• Resend: email notices of new requests to our team and cancellation confirmations to clients.
• Jobber: scheduling of service calls, quotes and invoices.
• QuickBooks (Intuit): accounting and invoicing.
• Railway: hosting of our service-management app (work orders, visit reports and photos taken by our technicians) and of the Client portal.
• GoHighLevel (LeadConnector): client management, our emails and text messages, checkout pages and subscription management.
• Stripe: card payment processing and payment receipts.
• Backblaze: secure storage of our technical connection logs for 12 months (servers in Canada, in Toronto).
• Podium: sending and receiving text messages, including with our clients (used until September 30, 2026).

To locate the work site, we convert the address into geographic coordinates using the Government of Québec's Adresses Québec service. Only the address is sent, without your name.

Advertising platforms. We advertise on Google (Google Ads), Meta (Facebook and Instagram) and Microsoft (Bing). This site loads no tool from these platforms and sends them no information. If you reach the site through an ad, we only record the source category (for example "Google Ads") with your request.

Retention

We keep your information as long as needed to handle your request and, if you become a client, for the period required by our legal, tax and warranty obligations. It is then securely destroyed.

For security, we keep technical connection logs (partial IP address, date and time, page requested) for 12 months, with Backblaze in Canada. Our hosting provider Railway also keeps a copy for 90 days in the United States.

Client portal

The Client portal (portal.climarefquebec.com/espace-client) lets you view your visits, quotes and invoices.

• Sign-in: we send you a one-time code by text message to the number in your file (or by email if the text message fails). The code expires after 10 minutes. You can also sign in with the email address on file; we send a one-time code to it.
• Information used: your phone number, your email and the information in your client file (address, visits, quotes, invoices).
• Session cookie: after you sign in, a strictly necessary cookie keeps you signed in for up to 30 days on that device. It is not used for advertising or tracking. The "Sign out" button deletes it. On a shared device, sign out after each visit.
• Access log: to protect your file and detect unauthorized access, we record the date and time of sign-ins, the IP address and the browser. This log is kept for 12 months, then destroyed.
• Requests sent from the Client portal: when you send us a quote request, a service call or a maintenance request, we receive the description you write, the address concerned, the unit you mention, your availability and, if you add them, up to 4 photos. This information is used only to handle your request: to call you back, prepare the quote or schedule the visit. A quote request also serves as proof that you asked us to meet with you (date and time of the request). No message or offer is sent as a result of a request: we call you back.
• Who sees them: only authorized members of our office. Photos are never public: they are kept in the file storage of our management app (Railway) and are shown only to our office, after sign-in. Avoid photographing people or personal documents.
• Retention of requests: a request linked to a quote, a job or an invoice is kept as long as that record. A request that is not linked to any of these records is destroyed, with its photos, 3 years after it was sent. Photos always follow their request.
• Service providers: the Client portal is hosted by Railway, its database is hosted by Neon (Amazon Web Services servers in the United States), the codes are sent through GoHighLevel (LeadConnector), and Backblaze (security logs, in Canada). These providers may keep information outside Québec, mainly in the United States.
• Changed your number? If you change your phone number, let us know at 418 956-4455 so that no one else receives your codes. A change of the number in your file also closes all your open sessions.
• Questions or access request: Jacob Pagé, person in charge of the protection of personal information, info@climarefquebec.com.

Cookies

This site (www.climarefquebec.com) uses no cookies, no advertising pixels and no third-party tracking tools. It only stores in your browser (local storage) your language choice and, for 30 days, the source category of your visit (e.g. an ad or a search) and, for the current session, the page viewed just before. These two pieces of information are sent only if you submit the form. If sending your acceptance of a plan's terms fails, a copy is kept in your browser until it is sent (30 days at most). The GoHighLevel and Stripe checkout pages are governed by those providers' policies.

The Client portal (portal.climarefquebec.com) uses only two cookies: a strictly necessary session cookie, described above, and a cookie that keeps your language choice for one year. No advertising or audience-measurement cookies.

Withdrawing your consent

• Emails: click the unsubscribe link at the bottom of any email.
• Text messages: reply STOP.
• At any time: email info@climarefquebec.com or call 418 956-4455.

We handle your request without delay, within 10 business days at the latest. If you are a subscriber, you will still receive the messages related to your subscription (receipts, notices required by law).

Your rights

You may request access to your information, its correction or its deletion, or withdraw your consent, by writing to info@climarefquebec.com. You may also file a complaint with the Commission d'accès à l'information du Québec.

Last updated: October 9, 2026