Privacy Policy

1. Introduction

Luma Cleaning ("we", "us", "our") respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains what we collect, why, how we use and safeguard it, and your rights.

We handle personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and British Columbia's Personal Information Protection Act (PIPA), which apply to our operations in British Columbia.

2. Information We Collect

We collect only the personal information we need to provide quotes and cleaning services and to run our business. This may include:

• check_circleContact details: your name, email address, and phone number.
• check_circleService details: your service address, postal code, property size, number of bedrooms and bathrooms, service type, and scheduling preferences.
• check_circleBooking and communication history: quotes requested, appointments, special instructions, and messages between you and us.
• check_circlePayment information: processed by our third-party payment processor. We do not store full card numbers on our own systems.
• check_circleWebsite usage data: basic technical information such as IP address, device/browser type, and pages visited, collected through cookies and similar technologies.

3. How We Collect Information

We collect personal information directly from you — for example when you use our online quote tool, fill in a contact or booking form, or communicate with us by phone or email. We also collect limited technical information automatically through cookies when you visit our website.

4. How We Use Your Information

We use your personal information to:

• check_circlePrepare quotes and estimates and respond to your enquiries.
• check_circleSchedule, provide, and manage your cleaning services.
• check_circleProcess payments and maintain billing records.
• check_circleCommunicate with you about appointments, changes, and service updates.
• check_circleImprove our website, services, and customer experience.
• check_circleMeet legal, tax, and regulatory obligations.

5. Consent

By providing your personal information and using our services, you consent to our collection, use, and disclosure of that information as described in this policy. We obtain consent appropriate to the sensitivity of the information.

You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may mean we are unable to provide some or all of our services. To withdraw consent, contact our Privacy Officer below.

6. How We Share Information

We do not sell your personal information. We share it only as needed to operate our business or as required by law, including with:

• check_circleOur cleaning team members, who need your service address and instructions to perform the cleaning.
• check_circleService providers who help us operate — such as our payment processor, and scheduling, email, hosting, or analytics providers — who are only permitted to use your information to perform services for us.
• check_circleAuthorities or other parties where required or permitted by law (for example to comply with a legal obligation or protect our rights and safety).
• check_circleA successor entity in the event of a business sale, merger, or reorganization, subject to appropriate protections.

7. Cookies & Analytics

Our website uses cookies and similar technologies to make the site work, remember preferences, and understand how the site is used. You can usually control cookies through your browser settings; disabling some cookies may affect how the site functions.

8. Data Storage & Cross-Border Processing

Some of our service providers (for example payment or hosting providers) may store or process personal information on servers located outside of Canada, including in the United States. Where this occurs, your information may be subject to the laws of those jurisdictions. We take reasonable steps to ensure our providers protect your information consistent with this policy and applicable Canadian privacy laws.

9. Data Retention

We keep personal information only as long as necessary to fulfil the purposes we collected it for, including to provide services, maintain records, and meet legal, tax, and accounting requirements. When it is no longer needed, we securely destroy, erase, or anonymize it.

10. How We Protect Your Information

We use reasonable physical, organizational, and technological safeguards appropriate to the sensitivity of the information to protect it against loss, theft, and unauthorized access, disclosure, or use. No method of transmission or storage is completely secure, but we work to protect your information and continuously review our practices.

11. Your Rights: Access & Correction

Subject to certain legal exceptions, you have the right to ask what personal information we hold about you, how we use it, and to whom it has been disclosed, and to request access to it or correction of inaccuracies. To make a request, contact our Privacy Officer below. We will respond within the timeframes required by applicable law.

12. Children's Privacy

Our services and website are intended for adults. We do not knowingly collect personal information from children. If you believe a child has provided us personal information, please contact us and we will take appropriate steps to delete it.

13. Third-Party Links

Our website may link to third-party sites we do not control. This Privacy Policy does not apply to those sites, and we encourage you to review their privacy policies.

14. Changes to This Policy

We may update this Privacy Policy from time to time. The current version will always be posted on this page with its "Last updated" date. Material changes will be reflected here.

15. Privacy Officer & Contact

We have designated a Privacy Officer responsible for our compliance with this policy and applicable privacy laws. To ask a question, access or correct your information, or make a complaint, contact us at info@lumacleaning.ca or (778) 652-8272 (Vancouver, BC).

If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia (OIPC BC) or the Office of the Privacy Commissioner of Canada.