Privacy Policy

Effective Date: August 27, 2026

Second Opinion Appliance Repair ("SOAR," "we," "us," or "our") respects the privacy of our customers and website visitors.

This Privacy Policy explains how we collect, use, disclose, store, and protect personal information in connection with our appliance diagnosis and repair services and our website, soarepair.com.

We handle personal information in accordance with applicable Canadian privacy requirements, including the principles of the Personal Information Protection and Electronic Documents Act ("PIPEDA") where applicable.

1. Personal Information We May Collect

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

• your name;
• telephone number;
• email address;
• service address;
• information contained in messages or correspondence with us;
• appliance make, model, and serial number;
• appliance symptoms and repair history;
• photographs or videos supplied by you;
• photographs or videos taken by our technicians during service;
• quotes, service records, repair history, and warranty information;
• payment and transaction information;
• records of communications regarding appointments, repairs, complaints, or warranty matters; and
• other information you voluntarily provide in connection with your service request.

We seek to collect only information that is reasonably necessary for the purposes described in this Policy.

2. Website and Technical Information

SOAR does not currently operate its website for the purpose of detailed behavioural tracking or advertising analytics.

However, our website is hosted and supported by third-party technology providers, including Netlify.

Website hosting, security, infrastructure, and similar providers may automatically process limited technical information required to operate and secure the website. This may include information such as:

• IP address;
• browser or device information;
• request and server logs;
• timestamps;
• security information; and
• basic technical usage information.

SOAR may not directly access or actively use all information processed automatically by these providers.

If SOAR introduces analytics, advertising measurement, cookies, or similar technologies in the future, this Policy may be updated and any consent mechanisms required by applicable law will be implemented as appropriate.

3. How We Collect Information

We may collect information when you:

• telephone us;
• email us;
• submit a contact form through our website;
• communicate with us through WhatsApp or another messaging service;
• book or discuss a service appointment;
• provide appliance information or photographs;
• receive an in-home service visit;
• approve a repair;
• make a payment;
• make a warranty request;
• submit a complaint or property-damage concern; or
• otherwise communicate with SOAR.

We may also create service records during the course of providing diagnosis and repair services.

4. Why We Use Personal Information

SOAR may use personal information for purposes including:

• responding to service inquiries;
• scheduling and managing appointments;
• determining service availability and technician requirements;
• identifying appliances and appropriate parts;
• diagnosing appliance problems;
• preparing repair quotes;
• ordering and obtaining parts;
• providing repair services;
• processing payments;
• communicating with customers about appointments and repairs;
• maintaining service and repair histories;
• administering the SOAR warranty;
• addressing customer-service matters;
• documenting appliance and surrounding-property condition;
• investigating complaints or alleged property damage;
• managing insurance or legal matters;
• detecting or preventing fraud or misuse;
• maintaining accounting, taxation, and business records;
• training and quality-control purposes;
• complying with legal requirements; and
• otherwise operating and improving our business.

We will not use personal information for a materially different purpose without obtaining consent where consent is required by law.

5. Service Photographs and Videos

SOAR technicians may take photographs or short videos during a service appointment.

These may document:

• the appliance;
• the appliance's condition;
• model and serial number labels;
• error codes;
• internal components;
• failed or damaged parts;
• the repair process;
• installation conditions;
• relevant surrounding flooring, cabinetry, counters, or walls;
• pre-existing damage or conditions; and
• the condition of the work area before or after service.

These records may be used to:

• document the service performed;
• support diagnosis;
• maintain repair records;
• administer warranty claims;
• verify appliance or property condition before and after service;
• investigate complaints or damage claims;
• assist with insurance matters;
• support technician training and quality control; and
• protect both the customer and SOAR where questions later arise about the service visit.

Photographs may incidentally capture limited portions of a customer's home or personal property. SOAR will use such records only for legitimate business purposes consistent with this Policy.

6. Educational, Portfolio and Promotional Repair Content

From time to time, SOAR may use photographs or short videos showing appliances, appliance components, faults, repairs, or repair procedures for educational, training, portfolio, website, social-media, or promotional purposes.

Examples may include a photograph of a failed component, an image of the interior of a washing machine, or a short video demonstrating access to a component on a particular appliance model.

SOAR does not intend to use this material to identify customers.

Material selected for public use will be limited, cropped, framed, edited, or otherwise handled so that it is intended to show the appliance or repair rather than the customer or their home.

We will not intentionally publish:

• the customer's name;
• the customer's address;
• contact information;
• personal documents;
• identifiable images of the customer;
• identifying household information; or
• other information intended to identify the customer.

If SOAR ever wishes to publicly use material in a way that identifies a customer or another individual, additional consent will be obtained where required.

7. Payments

SOAR does not currently accept payment directly through soarepair.com.

Card payments may be processed using Square.

When a card transaction is processed, Square processes payment information in accordance with its own privacy and security practices.

SOAR does not intentionally maintain complete payment-card numbers in its own ordinary customer service records.

We may retain information concerning the transaction itself, such as:

• amount paid;
• payment date;
• payment method;
• invoice, receipt, or transaction reference; and
• information reasonably required for accounting, refunds, warranty administration, or dispute resolution.

Cash and e-transfer transactions may likewise be recorded in our business records.

8. Third-Party Service Providers

SOAR relies on third parties to operate portions of its business.

Depending on the service, personal information may be processed by providers involved in:

• website hosting and website forms;
• email;
• messaging and communications;
• payment processing;
• cloud storage or business records;
• technology and security;
• accounting;
• insurance;
• professional advice; and
• other services reasonably required to operate SOAR.

Current examples may include Netlify, Square, email service providers, and WhatsApp/Meta.

We provide or permit access to personal information only to the extent reasonably necessary for these providers to perform their functions, subject to their own applicable contractual and legal obligations.

Third-party platforms may have their own privacy policies and practices.

9. Information Stored or Processed Outside Canada

Some of the technology and service providers used by SOAR may store or process information outside Ontario or outside Canada.

As a result, personal information processed in another jurisdiction may be subject to the laws of that jurisdiction and may be accessible to courts, law-enforcement authorities, or government agencies in accordance with applicable law.

SOAR does not represent that all personal information is stored exclusively in Canada.

10. Disclosure of Personal Information

SOAR does not sell customer personal information.

We may disclose personal information where reasonably necessary:

• to service providers acting on our behalf;
• to process payments;
• to obtain parts or support required for a repair, where appropriate;
• to insurers in connection with a claim or incident;
• to professional advisers such as accountants or legal counsel;
• to investigate or respond to fraud, misuse, disputes, or legal claims;
• where required or permitted by law;
• in response to valid legal process; or
• with the individual's consent.

We seek to limit disclosures to information reasonably necessary for the relevant purpose.

11. Marketing Communications

SOAR does not currently operate a regular promotional email or text-message marketing program.

We may introduce promotional or customer marketing communications in the future.

Where we send commercial electronic messages, SOAR will seek to do so with consent or another lawful basis as permitted by applicable Canadian anti-spam requirements.

Marketing communications will include an appropriate method of unsubscribing where required.

Customers may withdraw consent to receive promotional communications at any time.

Withdrawal from marketing communications will not prevent SOAR from sending non-promotional communications that are reasonably necessary for an existing service relationship, such as appointment confirmations, repair updates, payment communications, or warranty correspondence.

12. Consent

Where required, SOAR obtains consent for the collection, use, or disclosure of personal information.

Consent may be express or implied depending on:

• the sensitivity of the information;
• the purpose for which it is collected;
• the circumstances of the interaction; and
• applicable legal requirements.

For example, when a customer contacts SOAR and provides their name, telephone number, service address, appliance information, and description of the appliance problem, the customer is providing that information so that SOAR can respond to the inquiry and provide the requested service.

Customers may withdraw consent to optional uses of their information, subject to legal, contractual, and operational limitations.

Withdrawal of consent may affect our ability to provide a service where the information is reasonably necessary to provide that service.

13. Retention of Information

SOAR retains personal information only for as long as reasonably necessary for the purposes for which it was collected or for legitimate related business and legal purposes.

Retention periods may take into account:

• service and repair history;
• warranty periods;
• customer-service matters;
• accounting and taxation requirements;
• insurance requirements;
• dispute or claim management;
• fraud prevention;
• applicable limitation periods; and
• legal or regulatory obligations.

Information that is no longer reasonably required will be deleted, destroyed, anonymized, or otherwise disposed of as appropriate and reasonably practicable.

Different categories of information may be retained for different periods.

14. Security Safeguards

SOAR uses reasonable administrative, organizational, and technical safeguards appropriate to the nature of the information we handle.

These may include measures relating to:

• access control;
• password-protected accounts and systems;
• reputable third-party service providers;
• device security;
• limiting access to information to those who reasonably require it; and
• appropriate handling and disposal of business records.

No electronic transmission or storage system can be guaranteed to be completely secure.

SOAR therefore cannot guarantee absolute security, but we will take reasonable steps to protect personal information against unauthorized access, loss, misuse, disclosure, alteration, or destruction.

15. Privacy Incidents

If SOAR becomes aware of unauthorized access to, loss of, or disclosure of personal information, we will assess the circumstances and take reasonable steps to contain and address the incident.

Where required by applicable privacy law, SOAR will make required notifications or reports concerning a qualifying privacy breach.

16. Accessing or Correcting Your Personal Information

Subject to applicable legal exceptions, an individual may request access to personal information that SOAR holds about them and may ask us to correct information that is inaccurate or incomplete.

We may need to verify the identity of the person making the request before providing access or making changes.

Requests should be submitted to our Privacy Contact using the contact information below.

17. Questions or Privacy Complaints

Questions, concerns, access requests, correction requests, or complaints concerning personal information may be directed to:

Privacy Contact
Second Opinion Appliance Repair (SOAR)
Email: info.soarepair@gmail.com

We will make reasonable efforts to respond to privacy concerns and address them appropriately.

18. Changes to This Privacy Policy

SOAR may update this Privacy Policy as our services, technology, service providers, or legal obligations change.

The most current version will be posted on soarepair.com and will identify its effective date.

Where a material change requires additional notice or consent under applicable law, we will take appropriate steps before applying the change.