Privacy Policy

1. Who We Are

Fresh Step Cleaning Ltd. ("Fresh Step Cleaning," "we," "us," or "our") is a residential and commercial cleaning company incorporated in British Columbia, Canada. We provide cleaning services in Maple Ridge, Pitt Meadows, Langley, Coquitlam, and Surrey.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and share it, and the choices you have. It applies to our website at freshstepcleaning.ca, our advertising and lead forms on platforms such as Facebook and Instagram, our phone and text communications, and the cleaning services we provide.

Fresh Step Cleaning Ltd.

13556 230B Street, Maple Ridge, BC V4R 0E5, Canada

Phone: 778-255-5778

Email: hamiz@freshstepcleaning.ca

2. Information We Collect

Information you give us directly

When you request a quote, book a service, or contact us, we may collect:

• Your name
• Your phone number
• Your email address
• The city or service area you are located in
• The service address where cleaning will take place
• Details about your property, such as the number of bedrooms and bathrooms, approximate square footage, and the type of cleaning you need
• Access instructions you choose to provide, such as a lockbox code, garage code, buzzer code, or key handoff arrangement
• Any notes you send us, including preferences about pets, products, scheduling, or areas of concern
• Payment information, which is collected and stored by our payment processor and not by us directly

Information collected through advertising platforms

If you submit an enquiry through a lead form on Facebook or Instagram, that platform provides us with the information you entered or confirmed in the form. This typically includes your name, phone number, email address, city, service type, and property details. The platform may pre-fill some of these fields using information already on your account, and you have the opportunity to review and edit them before submitting.

Information collected automatically

Like most websites, our site may collect limited technical information automatically, such as your IP address, browser type, device type, referring page, and the pages you visit. We may use website analytics and advertising measurement tools — including Google Analytics, Google Ads conversion tracking, and the Meta Pixel — to understand how people find and use our site and to measure the performance of our advertising. These tools may use cookies or similar technologies. You can control cookies through your browser settings.

We do not record sales calls. Phone conversations with Fresh Step Cleaning are not recorded. If this ever changes, we will notify you at the start of the call and update this policy.

3. Why We Collect It

We collect and use personal information for the following purposes:

• To respond to your enquiry. When you submit a form or request a quote, we contact you by phone, text, or email to discuss your needs and provide a price.
• To provide the service. We use your service address, access instructions, and property details to schedule and perform your cleaning.
• To process payment. We use your payment method to charge for services you have booked.
• To communicate with you about your account. Booking confirmations, reminders, schedule changes, invoices, and follow-up on service quality.
• To ask for reviews and send occasional offers. With your consent, we may contact you after a completed clean to request a review, or send promotional offers, seasonal reminders, or re-booking invitations.
• To improve our business. Measuring advertising performance, understanding demand in different service areas, and improving how we operate.
• To meet legal and accounting obligations. Including tax records, insurance requirements, and resolving disputes.

4. Consent to Be Contacted

When you submit a quote request, lead form, or contact form to Fresh Step Cleaning — whether on our website, through a Facebook or Instagram lead form, or by calling or texting us — you consent to being contacted by Fresh Step Cleaning by phone call, text message, and email in relation to your enquiry and any services we provide to you.

This includes calls and messages made to discuss your quote, confirm your booking, coordinate access, follow up after a clean, request a review, and send you occasional promotions or reminders about our services.

You can withdraw your consent to marketing communications at any time. See Section 9: Your Choices and How to Opt Out. Withdrawing consent for marketing does not stop us from sending messages that are necessary to deliver a service you have booked, such as arrival confirmations, schedule changes, or invoices.

5. Who We Share It With

We do not sell your personal information. We do not rent it, trade it, or share it with third parties for their own marketing purposes.

We share personal information only in the following situations:

Our cleaning professionals

Cleaning services are performed by independent contractors engaged by Fresh Step Cleaning. To do their job, the assigned cleaner receives the information necessary to complete your service — typically your first name, service address, access instructions, contact number, and any notes or special requests you have provided. Our contractors are bound by written agreements that require them to keep client information confidential and to use it only for the purpose of performing the service.

Service providers who help us run the business

We use trusted third-party providers to operate. These providers only receive the information they need to perform their function, and are contractually required to protect it. They include:

• Scheduling and client management software — to store client records, schedule jobs, dispatch cleaners, and send invoices
• Payment processing — to securely store your payment method and process charges. Full card numbers are handled by the payment processor and are not stored by Fresh Step Cleaning
• Advertising platforms — including Meta (Facebook and Instagram) and Google, which deliver our ads and pass us the enquiries submitted through their lead forms
• Automation and workflow tools — to route new enquiries from our lead forms to our phone and scheduling system in real time
• Website hosting and form handling — to operate freshstepcleaning.ca and receive submissions from our website contact form
• Email and communication providers — to send and receive email and text messages

Legal and protective disclosures

We may disclose personal information where required or permitted by law — for example, in response to a court order, subpoena, or lawful request from a government authority; to comply with tax or regulatory obligations; to establish or defend a legal claim; to our insurer in connection with a claim; or where necessary to protect the safety of a person or property.

Business transfers

If Fresh Step Cleaning is sold, merged, or reorganized, client information may be transferred as part of that transaction. Any acquiring party would be required to handle your information in a manner consistent with this policy.

6. Where Your Information Is Stored

Some of the service providers we use store or process data on servers located outside of Canada, including in the United States. When personal information is stored in another country, it may be accessible to law enforcement and national security authorities of that country under the laws that apply there. We select providers that maintain appropriate security standards and contractual protections for the information they handle on our behalf.

7. How Long We Keep It

• Client records — kept for seven (7) years after your last service, consistent with Canadian business and tax record-keeping requirements.
• Enquiries that did not become bookings — kept for up to twenty-four (24) months from your last contact with us, then deleted.
• Property access codes and keys — retained only while you are an active client and removed from our systems when your service ends or when you ask us to remove them.
• Financial and invoicing records — retained for the period required by applicable tax law.

Where we no longer have a business or legal reason to retain your information, we delete it or render it anonymous.

8. How We Protect It

We take reasonable steps to safeguard personal information against loss, theft, and unauthorized access, disclosure, or use. These steps include:

• Password protection and, where available, two-factor authentication on the accounts and software we use
• Limiting access to client information to the people who need it to do their job
• Written confidentiality obligations in our independent contractor agreements
• Relying on established third-party providers for payment processing so that full card details are not stored on our own devices or systems
• Deleting information when it is no longer needed

No method of transmitting or storing information is completely secure. While we work to protect your information, we cannot guarantee absolute security.

9. Your Choices and How to Opt Out

You have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate or incomplete
• Withdraw consent to marketing communications at any time
• Request deletion of your information, subject to any legal or accounting retention obligations we have
• Ask questions about how your information is being handled

To do any of these, email hamiz@freshstepcleaning.ca or call 778-255-5778. We will respond within 30 days.

To stop receiving marketing texts, reply STOP to any message from us. To stop receiving marketing emails, use the unsubscribe link in the email or email us directly. To stop receiving sales calls, tell us on the call or email us, and we will remove you from our contact list.

You can also limit the ads you see and how advertising platforms use your data through your Facebook, Instagram, and Google account settings.

10. Children

Our services and website are directed to adults. We do not knowingly collect personal information from anyone under the age of 19. If you believe a minor has provided us with personal information, contact us and we will delete it.

11. Third-Party Links

Our website and our advertising may contain links to sites we do not operate. This policy does not apply to those sites, and we are not responsible for their privacy practices. We encourage you to read the privacy policy of any site you visit.

12. Applicable Law

Fresh Step Cleaning Ltd. handles personal information in accordance with British Columbia's Personal Information Protection Act (PIPA) and, where applicable, Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). Our commercial electronic messages are sent in accordance with Canada's Anti-Spam Legislation (CASL).

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, our tools, or the law. The revised version takes effect on the date posted at the top of this page. If we make a material change to how we use your information, we will take reasonable steps to notify you.

14. Contact Us

Questions, requests, or complaints about privacy can be directed to:

Fresh Step Cleaning Ltd.

Attn: Privacy

13556 230B Street, Maple Ridge, BC V4R 0E5, Canada

Phone: 778-255-5778

Email: hamiz@freshstepcleaning.ca

If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for British Columbia.