Privacy Policy

Effective date: September 16, 2026

Excel HVAC Services Inc., operating as Excel Climate Solutions (formerly Excel Heating & Air Conditioning) (“Excel Climate Solutions”, “we”, “us” or “our”), respects your privacy. This policy explains what personal information we collect when you use our website, contact us, or receive our services, how we use and protect it, and the choices you have. We are an Ontario business, and we handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s Anti-Spam Legislation (CASL).

Who we are

Excel HVAC Services Inc. o/a Excel Climate Solutions
3185 Dundas Street West, Oakville, Ontario L6M 4J4
Mailing address: P.O. Box 1170, Waterdown, Ontario L0R 2H0
Phone: (905) 689-3446
Email: service@excelclimatesolutions.ca

What personal information we collect

We collect only the information we need to respond to you, deliver and support our heating, cooling, water heating and indoor air quality services, and run our business. Depending on how you interact with us, this may include:

• Contact details: your name, phone number, email address and service address.
• Service details: the equipment in your home or building, its make, model and age, the work you have requested, service history, warranty registrations, photos taken during a visit, and notes from our technicians.
• Billing details: invoices, quotes, financing or rebate applications you ask us to help with, and payment records. Card payments are processed by our payment provider; we do not store full card numbers.
• Communications: messages you send through our forms, chat, email, phone or text, and call recordings where you are notified of recording.
• Website data: IP address, browser and device type, pages visited and referring site, collected through cookies and similar tools (see Cookies below).
• Employment applications: résumés and related information you submit through our Careers page.

How we use your information

• To provide quotes, schedule and perform installations, repairs and maintenance, and follow up on completed work.
• To send appointment confirmations, technician arrival notices and service reminders.
• To invoice you, process payments, and assist with financing, rebate or warranty programs you choose to use.
• To respond to questions, requests and complaints.
• To send promotions, seasonal maintenance offers and newsletters, only where you have given consent that you can withdraw at any time.
• To improve our website and services, and to keep our systems secure.
• To meet legal, regulatory and safety obligations, including record keeping required under Ontario’s Technical Standards and Safety Act for gas and fuel work.

We do not sell or rent personal information.

Consent

By requesting a quote, booking service, submitting a form or otherwise providing your information, you consent to our collecting and using it for the purposes described above. Where we rely on your consent, you may withdraw it at any time, subject to legal or contractual restrictions and reasonable notice, by contacting us using the details in this policy. Withdrawing consent may limit our ability to provide certain services.

Text messages (SMS) and electronic messages

If you provide your mobile number and agree to receive text messages from Excel Climate Solutions, we may send you appointment confirmations and reminders, technician arrival updates, quote and invoice notifications, service follow-ups and, if you have opted in to them, occasional promotional messages.

• Consent: messages are sent only to customers and contacts who have opted in, for example by checking a consent box on our website, signing a service agreement, or replying to a message we send.
• Message frequency: varies depending on your service activity.
• Costs: message and data rates may apply according to your mobile plan.
• Opting out: reply STOP to any message to stop receiving texts. You will receive one final message confirming your opt-out.
• Help: reply HELP or contact us at (905) 689-3446 or service@excelclimatesolutions.ca.
• No sharing for marketing: mobile phone numbers and text-message consent are not shared with or sold to third parties or affiliates for their marketing or promotional purposes. We share them only with the service providers that deliver our messages, and only for that purpose.

Commercial emails we send comply with CASL. Each one identifies us, includes our contact information and provides a working unsubscribe link. You can also unsubscribe by emailing service@excelclimatesolutions.ca.

Who we share information with

We share personal information only as needed to deliver our services and operate our business:

• Service providers that work on our behalf, such as our field-service and scheduling software, text-messaging and email platforms, payment processors, website hosting and analytics providers, and accounting services. They may access information only to perform their services for us and must protect it.
• Manufacturers and distributors, to register equipment warranties or arrange parts.
• Financing and rebate program providers, when you ask us to submit an application on your behalf.
• Regulators and authorities, where required by law, court order or a lawful request, or to protect our rights, property or safety and those of others.
• A successor business, if we sell or restructure our business, in which case your information stays subject to this policy.

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

Cookies and website analytics

Our website uses cookies and similar technologies to keep the site working, remember your preferences, understand how visitors use the site, and measure the results of our advertising. This includes tools such as Google Analytics and advertising platforms that may show you our ads on other sites based on your visit. Our website chat is provided by a third-party service that may set its own cookies when you use it. You can control or delete cookies through your browser settings. Turning off cookies may affect some website features. To opt out of interest-based advertising, visit youradchoices.ca.

How we protect your information

We use administrative, technical and physical safeguards appropriate to the sensitivity of the information, including secure hosting, encrypted connections (HTTPS), access controls that limit information to staff who need it, and confidentiality obligations for our team and service providers. No method of transmission or storage is completely secure, but we work to protect your information from loss, theft and unauthorized access, use, disclosure or modification.

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

How long we keep information

We keep personal information only as long as needed for the purposes described in this policy, to meet legal, tax, warranty and safety record-keeping requirements, and to resolve disputes. Service and billing records are generally kept for seven years. When information is no longer needed, we securely delete or anonymize it.

Your rights

You may ask to access the personal information we hold about you, ask us to correct it if it is inaccurate or incomplete, withdraw your consent to marketing, or ask questions about how we handle your information. Send your request to our Privacy Officer using the contact details below. We will respond within 30 days and may need to verify your identity first. In limited cases permitted by law we may not be able to provide access to certain information, and we will explain why.

Children

Our services and website are intended for adults. We do not knowingly collect personal information from anyone under 18 without the consent of a parent or guardian.

Links to other websites

Our website may link to manufacturer, rebate, financing, review and other third-party sites. Those sites have their own privacy policies, and we are not responsible for their content or practices.

Changes to this policy

We may update this policy from time to time. The effective date at the top shows when it was last revised. Material changes will be posted on this page.

Questions or complaints

Privacy Officer
Excel Climate Solutions
3185 Dundas Street West, Oakville, Ontario L6M 4J4
Phone: (905) 689-3446
Email: service@excelclimatesolutions.ca

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada at 1-800-282-1376 or priv.gc.ca.