Effective date: October 18th, 2026

Tuff Plumbing and Heating Ltd. ("Tuff Plumbing," "we," "us," or "our") respects your privacy. This policy explains how we collect, use, and protect personal information through www.tuffplumbing.com (the "Website"), phone calls, text messages, and our services. We follow Alberta's Personal Information Protection Act (PIPA) and Canada's Anti-Spam Legislation (CASL).

1. Information we collect

• Information you give us: your name, email address, phone number, service address, and details about your plumbing or heating issue, when you fill out a form, call, text, or book a service.
• Job information: photos of the work area, notes, quotes, invoices, and payment records.
• Call and message records: if you call or text us, we may keep recordings, transcripts, and message history, including conversations with our automated or AI-powered assistant.
• Website data: basic technical information such as IP address, browser type, pages visited, and cookies, collected automatically by our website platform and analytics tools.

2. How we use your information

• To respond to your inquiry, give you a quote, and schedule and complete your service
• To send appointment confirmations, reminders, updates, invoices, and receipts
• To follow up on completed work, handle warranty claims, and ask for reviews
• To improve our Website and services
• To meet legal, tax, and accounting requirements

We only use your information for the purposes you would reasonably expect, or that we tell you about when we collect it.

3. Text messaging (SMS)

When you provide your phone number and agree to receive texts, you consent to receive messages from Tuff Plumbing about your service requests, quotes, appointments, and invoices. Message frequency varies. Message and data rates may apply. Reply STOP at any time to unsubscribe, or HELP for assistance.

We do not sell, rent, or share your mobile number or text messaging consent with third parties or affiliates for their marketing purposes. Text messaging originator opt-in data and consent will not be shared with any third parties, except service providers that help us deliver the messages.

4. Marketing emails and messages

We only send promotional emails or texts with your consent, as required by CASL. Every marketing message includes a way to unsubscribe, and we will honour your request within 10 business days.

5. Sharing your information

We do not sell your personal information. We share it only with:

• Service providers that help us run the business, such as our website host, CRM and scheduling software, phone and SMS providers, payment processors, and accounting tools
• Suppliers or subcontractors when needed to complete your job
• Government authorities or others when required by law

These providers may store data outside Alberta or Canada, including in the United States, where it may be subject to local laws. We require them to protect your information.

6. Cookies and analytics

The Website uses cookies to function properly and to understand how visitors use it. We may use tools such as Google Analytics or advertising pixels to measure performance. You can block or delete cookies in your browser settings, though some features may not work as expected.

7. How we protect your information

We use reasonable physical, electronic, and administrative safeguards to protect your information from loss, theft, and unauthorized access. No method of transmission over the internet is completely secure, so we cannot guarantee absolute security.

8. How long we keep it

We keep personal information only as long as needed for the purposes above, including warranty periods and legal or tax requirements. When it is no longer needed, we securely delete or anonymize it.

9. Your rights

You can ask to access the personal information we hold about you, correct it, or withdraw your consent to its use (subject to legal or contractual limits). To make a request, contact us using the details below. We will respond within 45 days as required by PIPA. If you are not satisfied, you can contact the Office of the Information and Privacy Commissioner of Alberta.

10. Children

The Website and our services are not directed to children under 18, and we do not knowingly collect their information.

11. Changes to this policy

We may update this policy from time to time. The updated version will be posted on this page with a new effective date.

12. Contact us

Privacy questions or requests: Tuff Plumbing and Heating Ltd., Edmonton, Alberta, Canada Phone: (587) 336-1954 Email: tuffplumbingandheating@gmail.com