Privacy
This summary explains, in plain English, how Arctic Home Services Inc. handles your information. The full, counsel-approved privacy policy is available on request.
What we collect
Your contact details, service address, and information about the equipment and contracts on your account: the details we need to quote, install, service, and bill. When you order online we also ask for your date of birth, and for a rental or financing agreement we ask you to complete an identity check.
Your date of birth
We ask for your date of birth at checkout for every order, whether you rent, finance or buy. On every order we use it to confirm who you are on your customer record. On a rental or financing order, and when a new owner takes over a rental, we also use it to register our interest in the equipment under Ontario’s Personal Property Security Act. That registration is filed with the Government of Ontario (ontario.ca) using your name and date of birth. It is made against you as a person, never against the title to your home. On an outright purchase nothing is registered: the equipment is yours, paid in full, and your date of birth only confirms your identity on your customer record. It is never used for marketing. How long we keep it: on a rental or financing agreement, including a rental you take over from a previous owner, we keep your date of birth for the life of that agreement and then delete it from your customer record. On an outright purchase, we keep it until your installation is complete and then delete it, unless you add Arctic Protect, in which case we keep it for the life of that plan. Your signed documents show your date of birth and are kept as business records for as long as the law requires.
Identity verification
After you sign a rental or financing agreement, and before we install, we ask you to complete a short online identity check: a photo of a government-issued ID (a driver’s licence, passport or ID card) and a selfie. The check is run by our verification provider, Stripe, through its Stripe Identity service, and Arctic pays for it. Stripe checks that the ID is genuine and that the selfie matches it, and tells us the result. We compare the name and date of birth on the ID with the ones on your agreement, so we know the right person signed. We use the check only to confirm your identity and to protect you and Arctic against fraud.
Where it is kept, and for how long
Your ID images and selfie are collected and held by Stripe, not by Arctic, under Stripe’s own privacy policy and retention rules, and Stripe may process them outside Canada. Arctic keeps only the result of the check, the date it was completed, and Stripe’s reference for it, and can ask Stripe to delete the images once they are no longer needed. Your date of birth and the rest of your customer record are stored in our database in Canada and are visible only to you (through your signed-in account) and to authorized Arctic staff. Your date of birth is kept for the life of your agreement, as set out under Your date of birth above. The rest of your customer record is kept while you are a customer, then only for as long as the law requires us to keep business records. If you start an order and do not finish it, the date of birth you typed is deleted within a few days.
Payments
Card and bank details are entered on our payment processor’s secure page and are never stored on Arctic’s servers. Our payment processor and our identity verification provider are the same company, Stripe.
Website analytics
To understand how people use this website and to improve it, we use three analytics tools. Google Analytics counts visits, the pages viewed, and actions such as starting a booking or tapping our phone number. Microsoft Clarity records how visitors scroll, click and move through our public pages, as heatmaps and session recordings. Both set cookies in your browser. Vercel Web Analytics, from our website host, counts visits and page views on our public pages without cookies. Clarity masks what you type, and neither Clarity nor Vercel Web Analytics runs on your account, checkout, signing or identity-check pages, or on any page behind a sign-in. None of these tools is used to identify you, and we don’t sell this information. You can block these cookies in your browser settings, and the site still works.
How we use it
To provide quotes, schedule and complete installations, service your equipment, manage your account, confirm your identity, register our interest in the equipment, and meet our legal and billing obligations. We share it only with the service providers who help us do those things, such as our payment and identity verification provider, and with the Government of Ontario for the registration. We don’t sell your personal information.
Your choices
You can review your equipment and contracts in your customer portal, and request access to or correction of your information by contacting us.
This is a plain-English summary, not the binding legal document. The full, counsel-approved policy is provided before you sign and is available on request at info@arctichomeservices.com.