Privacy Policy

1. Who is responsible for your information

ShresMove is responsible for the personal information under its control, including information we pass to service providers to handle on our behalf.

We have named a Privacy Officer who is accountable for our compliance with this policy and with privacy law. You can reach our Privacy Officer at shreshtha@shresmove.ca.

2. Information we collect

We collect only the information we need for the purposes described in this policy:

• Quote requests: your name, email address, phone number, where you are moving from and to, and any note you add.
• Booking and move details: moving date, addresses, home size, inventory, building access (stairs, elevators, parking), special items and instructions.
• Business customers: company name, contact person, business contact details and delivery volumes.
• Payment and billing: billing name and address and payment records. Card details are handled by our payment processor; we do not store full card numbers.
• Communications: records of your calls, emails and messages with us, and any claim or feedback you send.
• Website and device information: pages visited, approximate location (city or region), browser and device type, and how you arrived at our site, collected through cookies and similar technology (see "Cookies and analytics").

We do not ask for sensitive information such as Social Insurance Numbers, health information or government ID numbers to give you a quote.

3. How we use your information

We use your personal information to:

• respond to your quote request and contact you about it;
• prepare estimates, schedule and carry out your move or delivery;
• process payments, issue invoices and keep financial records;
• handle questions, complaints and claims for loss or damage;
• send you service messages, such as booking confirmations and moving-day updates;
• send you news and offers, only where you have agreed (see "Email and text messages");
• protect our website and our customers from spam, fraud and abuse;
• understand how our website is used so we can improve it; and
• meet our legal, tax, insurance and regulatory obligations.

If we want to use your information for a new purpose, we will tell you and, where the law requires, ask for your consent first.

4. Your consent

We collect, use and share personal information with your knowledge and consent, except where the law allows or requires otherwise. When you send us a quote request, you agree that we may use the details you give us to contact you about that request by phone, email or text message.

Depending on the situation, your consent may be express (for example, ticking a box or telling us yes) or implied (for example, giving us your address so we can move your belongings). We ask for express consent for anything you would not reasonably expect.

You can withdraw your consent at any time, subject to legal or contractual limits and reasonable notice. If you do, we will explain what it means for you; for example, we may not be able to complete a move without your address.

5. Email and text messages (CASL)

We follow Canada's Anti-Spam Legislation. We send messages about a quote or booking you asked for, which the law allows. We send promotional messages, such as offers and newsletters, only with your consent or where the law permits it based on our relationship with you.

Every promotional message identifies ShresMove, gives our contact details and includes a simple way to unsubscribe. We act on unsubscribe requests within 10 business days. Unsubscribing from promotions does not stop service messages about a move you have booked.

6. Cookies and analytics

Cookies are small files a website stores in your browser. We use:

• Essential technology: needed for the website to work and stay secure. We use Cloudflare Turnstile to check that quote requests come from people and not bots; it reads technical signals from your browser and does not track you across websites.
• Analytics: Google Analytics counts visits and shows which pages and form steps are used, so we can improve the site. It sets cookies that last up to two years. Google signals and advertising features are switched off, and Google Analytics does not receive what you type into our forms.

We do not use advertising or cross-site tracking cookies. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics on every website with Google's opt-out browser add-on (tools.google.com/dlpage/gaoptout). Blocking essential technology may stop the quote form from working.

7. When we share your information

We do not sell, rent or trade your personal information. We share it only as follows:

• Service providers that help us run our business, such as website and database hosting, email delivery, website analytics, spam protection, payment processing, accounting and customer management tools. They may use your information only to provide their services to us, and we require them by contract to protect it.
• Moving crews and partners who carry out your move or delivery, with only the details they need to do the job.
• Insurers, adjusters and our professional advisers, when needed to handle a claim or protect our legal rights.
• Authorities, when the law requires it (for example, a court order or a lawful request from a government body), or to protect the safety of a person.
• A buyer or successor, if all or part of our business is sold or reorganised. The information would remain protected by this policy, and you would be told of any change in who controls it.

8. Where your information is stored

Our website, customer database and backups are hosted on servers in Canada.

Some of our service providers, such as Google (analytics) and Cloudflare (spam protection), may process information in the United States or other countries. While it is outside Canada, it is subject to the laws of that country and may be accessed by its courts, law enforcement or national security authorities. Before sharing information outside Quebec or Canada, we assess whether it will be adequately protected, as Quebec law requires.

9. How long we keep your information

We keep personal information only as long as we need it for the purposes in this policy, or as the law requires:

• Quote requests that do not become a booking: up to 24 months after our last contact with you.
• Customer records, invoices and payment records: 7 years after your move, as Canadian tax law requires.
• Records related to a claim, complaint or legal dispute: until it is resolved and any legal deadlines have passed.
• Information used to make a decision about you: at least one year after the decision, so you have a fair chance to ask for it.

When we no longer need your information, we securely delete it or make it anonymous.

10. How we protect your information

We protect personal information with safeguards suited to its sensitivity, including encrypted connections (HTTPS), encrypted storage and backups, access limited to staff who need it, individual accounts with strong passwords and role-based permissions in our systems, and confidentiality obligations for staff and service providers.

No method of sending or storing information is completely secure, but we work to protect your information and review our safeguards regularly.

11. Your rights

You have the right to:

• ask whether we hold personal information about you, and get access to it;
• ask us to correct information that is inaccurate or incomplete;
• withdraw your consent, as described above;
• ask how your information has been used and to whom it has been disclosed; and
• make a complaint about how we handle your information.

To make a request, write to our Privacy Officer at shreshtha@shresmove.ca. We may need to confirm your identity first. We will respond within 30 days, or tell you if we need more time and why, as the law allows. Access is free, unless we tell you in advance of a reasonable cost to copy records. If we cannot give you access to some information, we will explain why, unless the law prevents us.

Quebec residents also have the right to receive computerised personal information in a structured, commonly used format; to ask us to stop disseminating their information or to de-index links where the law allows; and to be told when a decision about them is made only by automated processing. We do not make decisions about you only by automated processing.

12. Privacy breaches

If a breach of security safeguards involving your personal information creates a real risk of significant harm to you, we will notify you as soon as possible and report it to the Office of the Privacy Commissioner of Canada and, where required, to provincial regulators such as Quebec's Commission d'accès à l'information. We keep a record of every breach for at least 24 months, as PIPEDA requires.

13. Children

Our website and services are meant for adults. We do not knowingly collect personal information from anyone under 18. If you believe a child has sent us personal information, please contact us and we will delete it.

14. Links to other websites

Our website may link to websites we do not control. Their privacy practices are their own, and we encourage you to read their privacy policies.

15. Changes to this policy

We may update this policy as our services or the law change. The "Last updated" date at the top shows when it last changed. If we make a significant change to how we use your personal information, we will tell you before it applies, for example by a notice on our website or by email, and ask for your consent where required.

16. Contact us and complaints

If you have a question, a request or a concern about your privacy, please contact our Privacy Officer at shreshtha@shresmove.ca. We will investigate every complaint and, if it is justified, take steps to fix the problem.

If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca). Quebec residents can also contact the Commission d'accès à l'information du Québec (cai.gouv.qc.ca), Alberta residents the Office of the Information and Privacy Commissioner of Alberta (oipc.ab.ca), and British Columbia residents the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).