Privacy Policy

Last updated: July 1, 2025  ·  Effective: July 1, 2025

This Privacy Policy describes how Sonder Cleaning Ltd. ("SonderCleaning", "we", "our", or "us") collects, uses, and protects your personal information when you use our website at sondercleaning.com or book our residential cleaning services in Calgary, Alberta, Canada. We are committed to protecting your privacy in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and Alberta's Personal Information Protection Act (PIPA).

1. Information we collect

We collect personal information that you provide directly to us when you book a cleaning service (name, phone number, email address, service address), contact us by phone, email, or through our website, subscribe to receive SMS or email communications, or complete our contractor onboarding process. We may also collect automatically when you use our website: IP address and browser type (via Google Analytics 4), pages visited and interaction data, and device type and operating system.

2. How we use your information

• Schedule, confirm, and manage your cleaning appointments
• Communicate with you about your bookings via phone, email, or SMS
• Process payments and issue invoices
• Send booking reminders, service updates, and follow-up messages
• Send promotional offers and marketing communications (only with your explicit consent)
• Improve our services and website through aggregate analytics
• Comply with applicable laws and regulations

3. SMS communications

If you provide your phone number and consent to SMS communications during the booking process, we may send you text messages related to your appointment, service updates, and promotional offers from SonderCleaning.

• Message and data rates may apply
• Message frequency varies based on your booking activity
• You can opt out at any time by replying STOP to any message
• For help, reply HELP or contact us at info@sondercleaning.com

We do not sell, rent, or share your phone number with third parties for their marketing purposes. Your consent to SMS communications is separate from your consent to receive service-related messages, which are necessary to fulfil your booking.

4. Sharing your information

We do not sell your personal information. We may share it only in the following circumstances:

• Independent contractors: We share your service address, access instructions, and relevant notes with the Cleaner assigned to your appointment, solely for the purpose of completing the service
• Service providers: We use third-party platforms including Google Analytics, Meta (Facebook Pixel), and our scheduling software to operate our business. These providers are contractually required to protect your information
• Legal requirements: We may disclose your information if required by law, court order, or government authority

5. Access codes and home security information

Gate codes, lockbox combinations, and other access information provided during booking are used exclusively to allow your assigned Cleaner to enter your property at the scheduled time. This information is stored securely within our booking system, accessible only to authorized SonderCleaning personnel and the assigned Cleaner, never shared with third parties outside of the service delivery, and revealed to the Cleaner only within 30 minutes of the scheduled appointment start time.

6. Cookies and tracking

Our website uses cookies and similar tracking technologies, including Google Analytics 4 (to understand how visitors use our site — data is anonymized and aggregated) and Meta Pixel (to measure the effectiveness of our advertising on Facebook and Instagram). You can control cookies through your browser settings. Disabling cookies may affect some functionality of our website.

7. Data retention

We retain your personal information for as long as necessary to provide our services and comply with applicable laws. Booking records are retained for a minimum of 7 years for tax and accounting purposes. You may request deletion of your personal information at any time, subject to legal retention requirements.

8. Your rights

Under PIPEDA and Alberta's PIPA, you have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate or incomplete information
• Withdraw consent to the use of your information for marketing purposes
• Request deletion of your personal information (subject to legal obligations)
• File a complaint with the Office of the Privacy Commissioner of Canada

To exercise any of these rights, contact us at info@sondercleaning.com.

9. Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information from unauthorized access, use, or disclosure. Our website uses HTTPS encryption. No method of transmission over the internet is 100% secure, and we cannot guarantee absolute security.

10. Children's privacy

Our services are not directed at children under the age of 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected information from a minor, please contact us immediately.

11. Changes to this policy

We may update this Privacy Policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.