Privacy Policy

Tavial Inc.(“Tavial”, “we”, “us”) is a home services company operating in Calgary, Alberta. This policy covers https://www.tavial.ca, our booking and payment pages, our customer account, and the way we handle your information when you book by phone, by text, or at your door.

Calgary, Alberta, Canada · Business registration #724187638 · GST/HST #724187638RT0001

Questions, access requests and complaints: info@tavial.ca or +1 (587) 874-8794.

Two laws apply to us. Alberta’s Personal Information Protection Act(PIPA) governs how a private-sector business in Alberta handles personal information. Canada’s PIPEDA applies when that information crosses a provincial or national border, which ours does — see section 5.

• Identity and contact: first and last name, email address, phone number.
• Property: street address and postal code; the approximate map coordinates of that address, which we obtain by geocoding it so the crew can be routed and the visit placed on a map; property type and size.
• Access notes: anything you tell us so we can get in and work safely — gate and lock-box codes, where the key is, that there is a dog in the yard. Treat this field as sensitive; it is visible to the office and to the crew assigned to your visit.
• Service and account history:the services you chose, prices, invoices, payments, tips, cancellations, subscriptions, and notes our staff write about your account (including short notes after a phone call) and short tags such as “has a dog”.
• Payment identifiers: the reference numbers our payment processor gives us, and — if you save a card — a token that lets us charge that card again. We never see, receive or store your card number, expiry or CVC.
• Photos: before/after photos of the work at your property, and any photo you attach to a review.
• Communications: the emails and text messages we send you, and your conversations with the assistant on our website (stored in full).
• Technical and usage: standard server logs, device and browser data, pages viewed, approximate location derived from your IP address, and advertising identifiers such as GCLID and fbclid. For the website assistant and for rate-limiting we store a one-way hash of your IP address, not the address itself.

Most of it comes from you, through the booking form, the customer account, or a conversation with us.

Some of it does not. When you order over the phone or at your door, one of our staff writes your order down and sends it to our internal system, where it is read by automated software and turned into a booking. In that case the details in section 2 reach us through an employee rather than from you directly. You can ask us at any time what we hold, and correct it — see section 13.

• Booking, scheduling, and getting the right crew to you.
• Contacting you about a visit — confirmations, reminders, “we’re on the way”, weather rescheduling — by email, phone, or text.
• Taking payment, issuing receipts, handling refunds and cancellation charges, and running subscriptions you signed up for.
• Keeping the records that tax and accounting law requires us to keep.
• Improving the service and measuring our advertising — see section 11.
• Sending seasonal offers, but only if you asked for them — see section 8.

We do not sell your information and we do not give it to data brokers. We do give it to the companies we need in order to operate. Each one gets only what its job requires.

• Supabase (Canada, ca-central-1): our database and login system. This is where your record lives.
• Vercel (United States): website hosting, server logs, and cookie-free page analytics.
• Stripe (United States, Ireland): payments. Gets your name, email, phone and the amounts. Holds your card details directly — we never receive them.
• Resend (United States): sends our emails. Gets your email address, name, and the contents of the email — including job photos when we send them.
• Twilio (United States): sends text messages, when text reminders are switched on. Gets your phone number and the message.
• OpenPhone / Quo (United States): the phone system our staff call you from. Gets your name, phone number, email, address and service history so the right customer comes up when we call or you call us. We do not record calls.
• Telegram (United Arab Emirates): the messaging app our team uses internally. A summary of each new booking — name, address, phone, email, services, total and access notes — is posted to a private staff chat, and phone and door orders are passed to the office the same way. Telegram keeps that chat history on its own servers.
• OpenRouter, and through it Anthropic and OpenAI (United States): the AI that reads phone and door orders and that answers you in the website chat. Receives the text of those orders and conversations, which can contain your name, phone number and address.
• Google (United States): converts your address into map coordinates; shows a satellite view of the property to our office; provides analytics and advertising measurement (see section 11). If our staff subscribe the work schedule to a calendar, Google or Apple also receives the visit details, including address and access notes.
• Meta (United States): advertising measurement only — see section 11.
• Esri (United States): supplies the satellite imagery behind our internal maps.

This section exists because Alberta’s Personal Information Protection Act (section 13.1) requires us to tell you about it before we do it, and to give you a named person to ask.

Your database record is stored in Canada. However, as section 5 sets out, service providers acting on our behalf collect, use or store personal information in the United States, Ireland and the United Arab Emirates. While information is in those countries it is subject to the laws of those countries, which can include lawful access by their courts and government agencies.

You can obtain written information about our policies and practices for service providers outside Canada by emailing info@tavial.ca. We will send it to you at no charge.

Questions about the collection, use, disclosure or storage of your personal information by our service providers outside Canada can be directed to info@tavial.ca or +1 (587) 874-8794.

Payments are processed by Stripe. Your card number never reaches our servers: the card is entered on Stripe’s payment page, and we receive back a reference and the last four digits.

Depending on the job, we may take a deposit or the full amount at the time of booking, and the balance after the visit. The terms that apply to your booking are shown to you before you confirm it and repeated in your confirmation email.

If you save a card — for a subscription, or so the balance can be settled without another link — Stripe stores it and we store only a token that lets us charge it. We use that token for the amounts you have agreed to: the balance of a visit, a scheduled subscription cleaning, or a cancellation fee under our Cancellation Policy. You can remove the card in your account or by asking us.

About your visits. Confirmations, reminders, schedule changes, receipts and payment links are part of the service you asked for. They are not marketing, and you receive them for as long as you have bookings with us.

Marketing.Seasonal offers go only to people who ticked the box asking for them — at most four a year. Every one of those emails carries an unsubscribe link that works, and your email client’s own unsubscribe button works too. We act on it immediately, and in any case within ten business days, as Canada’s anti-spam legislation requires. You can also write to info@tavial.ca.

We use your phone number to reach you about your booking — to confirm a time, to tell you the crew is on the way, to reschedule for weather, or to sort out a payment. Calls are made by our staff through the phone system named in section 5. We do not record calls. Our staff may write a short note about what was discussed.

Text messages. If you have asked for text reminders, we send a message the day before your visit. Every one tells you how to stop them; replying STOP ends them. We keep our own do-not-call and do-not-text list — once you ask us to stop, we stop, and being on that list does not affect your service.

We do not cold-call people who are not our customers, and we do not sell or rent your phone number.

The chat window on our site is software, not a person, and it says so. It can answer questions, quote prices and — if you ask it to — create a booking, which means it may ask you for your name, address, phone number and email.

Every conversation is stored in full on our systems and is readable by our staff. The text is also sent to the AI providers named in section 5, which are outside Canada. Please do not type anything into it that you would not want handled that way.

We use Google Analytics, Google Ads and the Meta (Facebook) Pixel to see how the site performs and whether our ads work. When a booking is completed, a hashed (SHA-256) version of your email and phone number may be sent to Google and Meta so they can match it to an ad click, along with your IP address and browser identifier, which are not hashed.

We do not show a cookie banner. The full list of cookies, what each one does, how long it lasts and how to switch each of them off is on our page. If you would rather we did not do any of this, tell us at info@tavial.ca and we will exclude you.

Photos our crew takes of the work stay internal, except when we email them to you.

A photo you attach to a review is different: reviews are published on our website with your first name, your neighbourhood, the service and the photo, and the photo is stored so that anyone with the link can open it. You are asked to tick a box agreeing to this before a review is submitted. Ask us and we will take a published review down.

You can create an account at https://www.tavial.ca/account. It shows your visits, lets you reschedule, manage a subscription, and change or remove a saved card. You can only see your own records. Cancelling a visit is not self-serve yet — call or email us and we will do it.

Bookings, invoices and payment records are kept for seven years after the last visit, because tax law requires it. We cannot delete those earlier, even at your request.

Marketing preferences, notes and tags we remove on request. Website chat transcripts are kept for up to twelve months. Records of the emails and messages we sent you are kept for two years.

When you ask us to delete your account, we mark the record as deleted so it stops being used, and remove what is not covered by the retention periods above.

Under Alberta PIPA and PIPEDA you can ask us to:

• tell you what personal information we hold about you;
• give you a copy of it;
• correct anything that is wrong;
• withdraw a consent you gave — for marketing, for texts, or for keeping your card on file;
• delete what we are not legally required to keep (see section 14).

Email info@tavial.ca from the address we have on file, or call +1 (587) 874-8794. We answer within 30 days, as the law requires. There is no charge for a reasonable request.

If you are not satisfied with our answer, you can complain to the Office of the Information and Privacy Commissioner of Alberta or to the Office of the Privacy Commissioner of Canada.

Traffic to our site is encrypted with HTTPS. Data at rest is encrypted by our infrastructure providers. Access to customer records requires a staff account, and staff see only what their role needs: crews see the visits assigned to them for the day, sellers see their own bookings, and the full customer list is restricted to the owner and the office.

No system is perfect. If a breach occurs that creates a real risk of significant harm to you, we will notify you and the Alberta Commissioner, as PIPA requires.

We sell to householders. We do not knowingly collect information from anyone under 18, and we do not advertise to them.

When we change this policy we change the date at the top. If the change is significant — a new category of information, a new country it is handled in — we will say so by email to customers before it takes effect.