Privacy Policy for SetupTeam

1. Who We Are

SetupTeam Inc. ("SetupTeam", "we", "us", or "our") is an audio-visual, smart-home, and network installation company serving Toronto and the Greater Toronto Area.

Legal entity: Setup Team Inc., operating as SetupTeam
Business number: 765708268
Email: [email protected]
Phone: (647) 464-0606

We are a service business working at customer premises rather than a walk-in location, so we do not publish a street address. Our mailing address is available on request, and appears on our quotes and invoices.

2. Scope of This Policy

This policy applies to personal information we handle when you visit setupteam.ca, request a quote, book an appointment, communicate with us, or receive services at your home or business.

It does not apply to the privacy practices of third parties whose products or platforms you use, even where we installed or configured them. Manufacturer apps, cloud accounts, streaming services, and internet providers each operate under their own privacy policies, and their handling of your data is governed by their terms and not by ours.

3. Accountability

SetupTeam is responsible for personal information under our control, including information transferred to third parties for processing on our behalf.

Privacy questions, access requests, and complaints are handled by our Privacy Officer, reachable at [email protected].

Privacy Officer: Alex Braiman, Owner

4. Information We Collect

We collect only what we need to quote, schedule, deliver, support, and bill for our services.

Information you give us

• Full name
• Phone number
• Email address
• Service address, and access details such as unit, buzzer, or parking instructions
• Details about the space, existing equipment, and the work you are requesting
• Building or property-management contact details where a condo or managed property requires coordination

Information collected automatically on our website

• IP address
• Device, browser, and operating-system information
• Pages visited, referring source, and interaction timing
• Campaign parameters (UTM values) held in your browser for the duration of your session

Operational information we generate

• Quotes, invoices, appointment records, and scheduling history
• Communication history across email, phone, SMS, and WhatsApp
• Technician notes describing site conditions and work performed
• Photographs of the work area and completed installation

Payment information

Payments are processed by third-party payment providers. We receive confirmation of payment and limited transaction details. We do not store complete credit-card numbers on our systems.

5. Information Inside Your Home or Network

This section matters more for our work than for most businesses, and we want to be direct about it. Installing and configuring AV, smart-home, and network equipment can place our technicians in contact with information that is private to you.

What we may encounter

• Wi-Fi network names and passwords
• Router, switch, and access-point administrative credentials
• Credentials for smart-home, streaming, or manufacturer cloud accounts that you provide or enter for us
• Camera views, recorded footage, and live video during camera commissioning and testing
• The layout of your property, and the presence and placement of equipment
• Names of devices and users already present on your network

Our rules for handling it

• We access this information only as needed to perform the work you requested.
• We do not browse, copy, export, or retain the contents of your devices, files, or camera recordings.
• We retain network credentials only where you have asked us to provide ongoing support, and only for that purpose.
• We ask you to change any password you shared with us once work is complete, and we recommend it as standard practice regardless of who performed the work.
• We do not retain remote access to your systems after a job is closed unless you have a support arrangement in place that requires it.

Your responsibilities

You are responsible for the accounts, credentials, and recordings on your own systems, including deciding who has access to them. Where a camera or microphone we install captures other people, you are responsible for meeting any legal obligations that apply to recording them. Our Terms of Service set out those obligations in more detail.

6. How We Collect Information

We collect information through:

• Website forms, including the contact form and online booking
• Phone calls, text messages, and WhatsApp conversations
• Email
• In-person discussion during site visits and installations
• Third-party platforms we use to operate the business, such as scheduling and CRM systems

Where we collect information from a source other than you — for example, a property manager or a household member arranging access on your behalf — we use it only for the service being arranged.

7. Why We Use It

We identify the purposes for collection at or before the time we collect. Those purposes are:

• Preparing quotes and confirming scope
• Scheduling, dispatching, and completing appointments
• Delivering the services you requested
• Communicating about your booking, project, or support request
• Sending confirmations, reminders, and service-related notifications
• Billing, collecting payment, and maintaining accounting records
• Maintaining service history so that future support and warranty claims can be assessed
• Processing warranty claims with manufacturers and vendors
• Responding to reviews, complaints, and disputes
• Meeting legal, tax, and insurance obligations
• Improving how we schedule, quote, and deliver work

If we ever want to use your information for a materially different purpose, we will identify that purpose and obtain your consent first.

We do not sell, rent, or trade your personal information.

8. Consent

We obtain consent before collecting, using, or disclosing personal information, except where the law permits or requires otherwise. In most cases, providing your details in order to receive a quote or service is your consent to use them for that purpose.

You may withdraw consent at any time, subject to legal and contractual restrictions and reasonable notice. Withdrawing consent may mean we can no longer provide some or all of a service — for example, we cannot dispatch a technician without a service address.

Withdrawing consent does not require us to delete records we are obliged to keep for tax, accounting, warranty, insurance, or legal purposes.

Marketing messages, where sent, always include an unsubscribe method. Withdrawing marketing consent does not stop transactional messages about work already booked.

9. Service Providers

We use third-party providers to run the business. They process information only as needed to perform their function for us, and are bound by their own privacy and security obligations.

Categories of provider we use:

• Customer relationship management (CRM) and quoting systems
• Scheduling and calendar systems
• Email, SMS, and messaging platforms
• Website hosting infrastructure
• Payment processing
• Accounting and bookkeeping systems
• Review and reputation-management platforms
• Spam and abuse prevention on our web forms

The providers we currently rely on are:

• Google — reCAPTCHA protects our forms from automated abuse; Maps powers address lookup in our forms; Apps Script receives booking submissions; and Google's mail service carries our email.
• Zoho — customer relationship management, quoting and accounting, and the workflow that routes a new enquiry to us.
• Hostinger — hosts this website.
• Trustindex — displays our customer reviews on pages that show them.

Several of these receive technical information from your browser as a page loads. See our Cookie Policy for exactly what loads and when.

We review this list as our systems change. If you want to know precisely which provider holds a particular piece of your information, ask us.

10. Disclosure to Others

Beyond the service providers above, we disclose limited information only where necessary:

• Manufacturers and vendors — to register products, process warranty claims, or obtain technical support on your behalf
• Subcontractors and partner technicians — strictly to deliver the work you booked, and only the details needed to do so
• Property managers or building staff — where access, elevator booking, or building approval requires it
• Professional advisors — our insurers, accountants, or legal counsel, where reasonably required
• Authorities — where required by a valid court order, subpoena, warrant, or other lawful requirement
• A successor — if our business is sold or reorganized, subject to the acquirer honouring this policy

We do not disclose your information to anyone for their own marketing purposes.

11. Storage Outside Canada

Some of our service providers store or process information outside Canada, including in the United States. Where information is held in another country, it may be accessible to the courts, law enforcement, and national-security authorities of that country under its laws.

We use contractual and other means to require comparable protection while information is being processed on our behalf.

The providers listed in section 9 operate internationally, and Google in particular processes data in the United States. Where you send us information through a form on this site, assume it may be processed outside Canada.

You may contact our Privacy Officer for information about our policies and practices regarding service providers located outside Canada.

12. Retention and Disposal

We keep personal information only as long as needed for the purposes we collected it, or as required by law.

• Service and project records — retained to support warranty claims, future service, and dispute resolution
• Financial and tax records — retained for the period required by Canadian tax law
• Quotes that did not convert — retained for a limited period, then deleted
• Network credentials — retained only where an ongoing support arrangement requires it, and deleted when that arrangement ends

Our general retention period is up to 7 years after the last service interaction, unless a longer period is required by law or a shorter period is requested and legally permissible.

Information that has been used to make a decision about you is retained long enough to allow you to request access to it.

When information is no longer needed, we destroy, erase, or de-identify it.

13. Cookies and Tracking

We keep website tracking deliberately minimal. We do not use advertising cookies or build behavioural profiles for ad targeting.

Our site relies on:

• Google reCAPTCHA — protects our forms from automated abuse and sets cookies under Google's control
• Trustindex review widget — displays our reviews and is loaded from a third-party service
• Session storage — holds campaign parameters in your browser so we know how you found us; cleared when you close the tab

Full detail, including how to control each of these, is in our Cookie Policy.

14. Safeguards

We protect personal information with safeguards appropriate to its sensitivity:

• HTTPS encryption across the website
• Access to systems restricted to those who need it to do their job
• Account-level access controls on the platforms we use
• Technicians instructed on handling customer credentials and footage
• Physical and digital records kept out of general circulation

No system is completely secure, and we cannot guarantee absolute security. We take steps that are reasonable in the circumstances, and we ask you to help by not sending sensitive information through unsecured channels.

15. Breach Response

If a breach of security safeguards occurs and it is reasonable to believe the breach creates a real risk of significant harm to you, we will report it to the Office of the Privacy Commissioner of Canada and notify you as required under PIPEDA.

Notification will describe what happened, what information was involved, what we are doing about it, and what you can do to reduce the risk of harm.

We maintain records of breaches of security safeguards as required by law.

16. Your Rights

Under PIPEDA you have the right to:

• Access — be told whether we hold personal information about you, what we hold, how it has been used, and to whom it has been disclosed
• Correction — challenge the accuracy and completeness of your information and have it amended where warranted
• Withdraw consent — subject to legal and contractual restrictions and reasonable notice
• Deletion — ask us to delete information, which we will do where no legal or business obligation requires us to keep it
• Complain — challenge our compliance with this policy

There are limited situations where we may not be able to provide access — for example, where doing so would reveal personal information about another person, where the information is subject to solicitor-client privilege, or where the law otherwise prevents disclosure. If we refuse a request, we will explain why and tell you how to challenge that decision.

Where we cannot agree on a correction, we will note the substance of your disagreement on the record.

17. Making a Request

Send privacy requests in writing to [email protected].

We may ask you to verify your identity before we act on a request. This protects your information from being released to someone impersonating you. We ask only for what is needed to confirm who you are.

We respond within 30 days of receiving a request. If we need more time, we will tell you within the 30 days, explain why, and give you the new date. Access requests are answered at no cost, or at minimal cost communicated to you in advance.

18. Photographs of Work

We photograph completed work for documentation, warranty records, training, and marketing.

Where photographs are used publicly:

• We do not publish your name, address, or other identifying details
• We frame images on the installation, not on people or personal belongings
• You may opt out at any time by telling us in writing, and we will not use your images going forward

Photographs taken purely as an internal job record are kept with your service file and are not published.

19. Children

Our services are directed to adults. We do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will delete it.

20. Complaints

If you are not satisfied with how we have handled your personal information, contact our Privacy Officer at [email protected]. We will investigate all complaints, and if a complaint is justified, we will take appropriate measures — including amending our policies and practices where necessary.

If we cannot resolve your concern, you may contact the Office of the Privacy Commissioner of Canada, which oversees PIPEDA compliance, at priv.gc.ca or 1-800-282-1376.

21. Changes to This Policy

We may update this policy as our practices or the law change. The current version is always the one posted here, and the "Last updated" date at the top reflects the most recent revision.

Where a change is significant, we will take reasonable steps to bring it to your attention.

22. Contact

For privacy questions, access requests, or complaints:

Alex Braiman, Privacy Officer
Setup Team Inc., operating as SetupTeam
Email: [email protected]
Phone: (647) 464-0606

If you would prefer to send a privacy request by mail, email or call us and we will provide our mailing address.