Privacy Policy

1. Our Privacy Commitment

Two of a Kind Concierge ("Two of a Kind", "we", "us", or "our") is a New Brunswick home and lifestyle services business. We collect personal information to respond to inquiries, arrange and provide services, communicate with customers, protect our website and business, maintain appropriate business records, and meet legal obligations.

We follow applicable Canadian privacy requirements, including the Personal Information Protection and Electronic Documents Act (PIPEDA) where it applies to our commercial activities.

2. Privacy Accountability

Two of a Kind has designated Monique Buchan (professionally known as Nikki Buchan), Partner, as the person responsible for privacy compliance.

Privacy questions, access or correction requests, complaints, and other privacy inquiries may be sent to:

Privacy Contact
Two of a Kind Concierge
Email: admin@twoofakindconcierge.com

3. Personal Information We Collect

Depending on how you interact with us, we may collect:

• Identity and contact information, such as first and last name, email address, and telephone number.
• Location information, such as city, postal code, service location, and, after a booking is arranged, the address needed to provide the service.
• Service-request information, including services requested, preferred dates or times, descriptions of tasks, and answers to service-specific questions.
• Household and access information reasonably needed to perform a service, including pet information, agreed access instructions, property information, or special instructions.
• Purchase and transaction information, including agreed customer-funded purchases, receipts, quotes, invoices, amounts paid, and payment status.
• Communications, including contact-form messages, emails, and other service-related correspondence.
• Referral information, such as how you heard about us or a referral name/code.
• Security and anti-abuse information, including submission timestamps and cryptographically hashed identifiers derived from IP address or email for rate limiting. Our current public-form protection does not persist raw IP addresses in its submission-throttle records.
• Administrative account information used by the owners to access restricted business systems.

We do not intentionally ask customers to provide unnecessary medical, financial, identity-document, or other highly sensitive information through our public forms.

4. Why We Use Personal Information

We use personal information for purposes that include:

• responding to inquiries and service requests;
• determining whether we can provide a requested service;
• preparing quotes and confirming bookings;
• scheduling and providing services;
• communicating about access, pets, safety, scope, changes, delays, or completion;
• carrying out agreed errands or purchases;
• providing receipts, invoices, and other transaction records;
• administering referrals or introductory offers;
• maintaining customer service and business records;
• preventing spam, fraud, abuse, or security incidents;
• protecting customers, our business, and our systems;
• handling privacy, service, billing, or legal concerns; and
• complying with tax, accounting, insurance, regulatory, and other legal requirements.

5. Consent

We obtain consent appropriate to the circumstances and sensitivity of the information. In many ordinary service interactions, a customer provides information because it is reasonably necessary to respond to the customer's request or provide the requested service.

We will seek express permission where appropriate for uses outside a customer's reasonable expectations or involving more sensitive information. For example, we will not use photographs of a customer's home or property for marketing without explicit permission.

A customer may withdraw consent to optional uses of personal information, subject to legal, contractual, safety, and reasonable business restrictions. Withdrawing information that is necessary to provide a requested service may mean that we cannot provide or continue that service.

6. Limiting Collection

We aim to collect only personal information reasonably necessary for the identified purposes. Customers should avoid placing unnecessary sensitive information, alarm codes, financial information, health information, or other confidential material in open-text website fields.

Where detailed access information is needed, we may arrange an appropriate method directly with the customer.

7. How We Share Personal Information

We do not sell personal information.

We may disclose personal information:

• between the two owners where reasonably necessary to operate the business or provide the service;
• to service providers that host, store, secure, transmit, or support our website, database, and transactional communications;
• through Google Workspace, which hosts our business email;
• to a third-party vendor or service provider when the customer asks us to coordinate that service or disclosure is reasonably necessary to complete an agreed task;
• to professional advisers, insurers, financial institutions, tax authorities, regulators, law enforcement, or other parties where reasonably necessary or permitted or required by law; or
• with the customer's consent.

Our current website and transactional-email infrastructure is provided through Lovable and associated cloud infrastructure. Service providers may change over time. We remain responsible for personal information under our control and select and use providers in a manner intended to provide appropriate protection.

8. Processing Outside New Brunswick or Canada

Some technology and communications providers may process or store personal information outside New Brunswick or outside Canada. When information is processed in another jurisdiction, it may be subject to the laws and lawful access requirements of that jurisdiction.

We remain accountable under applicable Canadian privacy law for personal information transferred to service providers for processing and use contractual or other appropriate measures to protect information under our control.

9. Transactional Email

When you submit a booking request or contact form, we may send an acknowledgement to the email address you provide and send the owners a notification containing information needed to respond to the request. Our business email is hosted through Google Workspace.

At launch, we use email for service and transactional communications, not a general promotional mailing list. If we introduce marketing email in the future, we will implement the consent, identification, and unsubscribe practices required by applicable law.

10. Cookies, Analytics and Similar Technologies

At the effective date of this Policy, the public website does not use advertising pixels or an active analytics provider. We do not use website analytics data for behavioural advertising.

The site may use strictly functional browser storage or similar technology required for website or administrative functionality. If we introduce material analytics, advertising, or other tracking technologies, we will update our practices and this Policy as appropriate.

11. Security and Safeguards

We use administrative and technical safeguards appropriate to the nature of the information we handle. Current measures include restricted administrative access, role-based database permissions, encrypted web connections, server-side form validation, anti-abuse controls, and hashing of identifiers used for public-form rate limiting.

No security system can guarantee absolute security. If a privacy or security incident occurs, we will assess and respond to it in accordance with applicable law.

12. Retention

We retain personal information only as long as reasonably necessary for the purposes for which it was collected, legitimate business needs, dispute handling, and legal requirements.

Our operating retention schedule distinguishes ordinary inquiries from records that form part of a customer transaction or legally required business record. Financial, tax, invoice, receipt, contract, and supporting transaction records may be retained for at least the period required by Canadian tax law, which is generally six years from the end of the last tax year to which the records relate.

Information that is no longer reasonably required will be deleted, anonymized, or securely disposed of according to our retention procedures, subject to legal holds, active disputes, or other lawful retention requirements.

13. Accuracy

We take reasonable steps to keep personal information accurate, complete, and current where necessary for the purposes for which it is used. Customers may contact us to correct inaccurate information.

14. Access and Correction

You may ask whether we hold personal information about you and request access to personal information under our control, subject to exceptions permitted by law. You may also ask us to correct inaccurate or incomplete information.

Requests may be sent to admin@twoofakindconcierge.com. We may need to verify your identity before providing access or making a correction.

We will respond within the time required by applicable privacy law. PIPEDA generally requires a response to an access request within 30 days, subject to permitted extensions and exceptions.

15. Deletion Requests

You may ask us to delete personal information that is no longer required. We will assess the request in light of the purposes for which the information is held and applicable legal obligations. We may need to retain certain information where required for tax or accounting records, an active transaction, insurance matter, legal claim, dispute, fraud prevention, security, or another lawful purpose. Where deletion is not appropriate or legally available, we will explain the basis where required.

16. Family or Third-Party Communications

We will not provide a family member or other third party with information about a customer's household or service merely because that person is related to the customer. For senior household services or other arrangements involving another person, we will share information only with the customer's authorization or where otherwise permitted or required by law.

17. Children's and Minors' Information

Our services are contracted by adults. A person entering into a service agreement with us must be at least 19 years old. A service may take place in a household where minors are present. We do not intentionally collect personal information about minors beyond information reasonably necessary to safely and appropriately provide the household service.

18. Privacy Incidents

We maintain procedures for responding to privacy and security incidents. Where PIPEDA requires it, we will report a breach of security safeguards to the Office of the Privacy Commissioner of Canada and notify affected individuals when the breach creates a real risk of significant harm. We maintain breach records for the period required by applicable law.

19. Complaints and Challenging Compliance

If you have a concern about our privacy practices, contact the Privacy Contact at admin@twoofakindconcierge.com. We will review the concern and respond appropriately. Where PIPEDA applies, individuals may also have the right to raise a complaint with the Office of the Privacy Commissioner of Canada.

20. Changes to This Privacy Policy

We may update this Privacy Policy when our services, systems, service providers, or legal obligations change. The current version will be made available through our website with an updated effective date.

21. Contact

Privacy Contact: Monique Buchan (Nikki Buchan), Partner
Two of a Kind Concierge
Greater Moncton, New Brunswick
Email: admin@twoofakindconcierge.com