Privacy Policy
Last Updated: June 2026
1. Introduction and Scope
This Privacy Policy describes how Fabric Doctor Inc. (“Fabric Doctor,” “we,” “our,” or “us”) collects, uses, discloses, retains, and protects personal information in connection with our professional carpet cleaning and fabric care services, our website at www.fabricdoctor.ca, our booking platform, and all related communications.
This policy applies to all individuals who interact with Fabric Doctor, including residential clients, commercial clients, prospective clients, website visitors, and individuals who communicate with us by phone, email, text message, or through our booking platform.
By booking a service, creating an account, submitting information through our website or booking platform, or otherwise providing personal information to Fabric Doctor, you acknowledge that you have read and understood this Privacy Policy.
This policy is prepared in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s Anti-Spam Legislation (CASL), and applicable Ontario privacy and consumer protection requirements.
2. Who Fabric Doctor Is
Fabric Doctor Inc. is a professional carpet cleaning and fabric care company incorporated in Ontario, Canada. We provide residential and commercial carpet cleaning and fabric care services across Ontario, Canada. Our services include carpet cleaning, upholstery and fabric care, mattress cleaning, area rug cleaning, stain and odour treatment, fabric protection, commercial textile maintenance, commercial facility assessments, follow-up visits, and care plan visits.
Registered Address (Mailing Only): 8005 Financial Dr., Unit 203, Brampton, Ontario L6Y 6A1
Website: www.fabricdoctor.ca
Phone: 1-905-332-2477
Email: info@fabricdoctor.ca
3. What Personal Information We Collect
3.1 Residential Clients
3.2 Commercial Clients
3.3 Website Visitors
4. How We Collect Information
We collect personal information through the following methods:
Directly from you when you book a service, create an account, submit a contact or booking form, communicate with us by phone, email, or text message, or provide information to our technicians during a service visit.
Through our booking platform when you schedule appointments, complete customer intake forms, or manage your account.
Through our payment processor, Stripe, when you provide payment information for service payment, pre-authorization, or care plan subscription billing.
Through our website using cookies, analytics tools, and similar tracking technologies.
From our technicians during service visits, including photos, videos, service notes, inspection observations, and treatment documentation.
From third parties in limited circumstances, such as when you are referred by another client through our referral program or when a property manager books a service on behalf of a building or tenant.
5. Why We Collect Information (Purposes)
6. Legal Basis and Consent
Under PIPEDA, we collect, use, and disclose personal information with your knowledge and consent, except where permitted or required by law. We rely on the following forms of consent depending on the context:
Express consent: We obtain your express consent when you provide personal information directly to us, such as when you complete a booking form, create an account, provide payment details, sign a service acknowledgement, or opt in to receive marketing communications.
Implied consent: We may rely on implied consent where you voluntarily provide personal information for an obvious purpose, such as providing your address so we can perform a service at your home, or providing your phone number so we can send appointment confirmations.
Consent for photos and videos: During the booking process, you will be asked to consent to technician documentation including photos and videos for service records and quality control. If we wish to use any photos or videos for marketing purposes, we will request your separate, specific consent. You may decline marketing use without affecting your service.
You may withdraw your consent at any time, subject to legal or contractual restrictions, by contacting our Privacy Officer as described in Section 20 of this policy. Withdrawal of consent may affect our ability to provide certain services.
7. Service Providers and Third-Party Tools
We use the following third-party service providers to operate our business and deliver our services. Each provider may process personal information on our behalf and is subject to its own privacy policy and terms of service.
BookingKoala: We use BookingKoala for booking, scheduling, customer intake, service forms, appointment records, technician workflows, and the customer-facing booking flow. Information you provide during the booking process is processed and stored by BookingKoala. BookingKoala’s privacy policy is available on their website.
Stripe: We use Stripe for payment processing, credit card pre-authorizations, subscription billing for care plans, invoicing, and payment records. Fabric Doctor does not store your full credit card number. Payment card data is processed and stored by Stripe in accordance with Payment Card Industry Data Security Standard (PCI-DSS) requirements. Stripe’s privacy policy is available at stripe.com/privacy.
Constant Contact: We use Constant Contact for email marketing communications. If you consent to receive marketing emails, your email address and name may be processed by Constant Contact. You may unsubscribe at any time using the unsubscribe link in any marketing email.
Mailchimp: We may use Mailchimp for email marketing communications. If your information is processed by Mailchimp, it is subject to Mailchimp’s privacy policy available on their website.
Google Analytics: We use Google Analytics on our website to collect anonymized usage data, including pages visited, time on site, referral source, browser type, and device information. Google Analytics uses cookies to collect this information. You can opt out of Google Analytics by installing the Google Analytics Opt-Out Browser Add-on.
Website hosting and tools: Our website may use cookies, pixels, or similar technologies for functionality, analytics, and performance purposes. We do not use targeted advertising cookies.
These third-party providers may store or process data in Canada, the United States, or other jurisdictions. Where data is processed outside of Canada, it may be subject to the laws of that jurisdiction, including lawful access by government authorities. We take reasonable steps to ensure that any third-party service provider handling personal information on our behalf maintains appropriate privacy and security protections.
Fabric Doctor takes reasonable steps to select reputable third-party providers. However, third-party platforms operate independently under their own terms and privacy policies, and Fabric Doctor is not responsible for the independent privacy, security, or operational practices of third-party service providers.
7.1 Cookies and Similar Technologies
Our website uses cookies and similar tracking technologies to improve functionality, analyze usage patterns, and personalize your experience. Cookies are small text files stored on your device when you visit our website. We use the following types of cookies:
Essential cookies: These cookies are necessary for the website to function properly. They enable core functionality such as page navigation, access to secure areas, and booking form operation. These cookies do not collect personal information and cannot be disabled without affecting website functionality.
Analytics cookies: We use Google Analytics cookies to understand how visitors interact with our website. These cookies collect anonymized data including pages visited, time spent on pages, referral source, and general geographic location. This data helps us improve our website and services.
Functional cookies: These cookies remember your preferences and choices to provide a more personalized experience, such as language preferences or previously entered form information.
You can control cookies through your browser settings. Most browsers allow you to refuse or delete cookies. Please note that disabling cookies may affect the functionality of our website and your ability to complete bookings. For more information on cookies and how to manage them, visit www.allaboutcookies.org.
We do not use targeted advertising cookies or share cookie data with advertisers.
8. Payment Data Handling
Fabric Doctor does not store your full credit card number, CVV, or other sensitive payment card data on our systems. All payment card processing is handled by Stripe, which is PCI-DSS compliant.
For residential services other than care plans, we may place a pre-authorization hold on your credit card for the estimated total cost of service. The charge is finalized only upon completion of the service. For care plan subscriptions, Stripe processes recurring monthly charges as authorized at the time of enrollment. For commercial clients, invoices are issued and payment is collected through standard invoicing processes.
9. Photos, Videos, Service Notes, and Documentation
Our technicians may take photos and videos of service areas before, during, and after treatment. Technicians may also record service notes, inspection findings, fiber and fabric observations, stain and odour condition notes, treatment recommendations, and post-service documentation. Customers may be asked to provide a signature acknowledging service completion or pre-existing conditions.
This documentation is collected for the following purposes: to support accurate service delivery, to create a record of pre-existing conditions and treatment outcomes, to enable quality control and technician performance review, to protect both the client and Fabric Doctor in the event of a service dispute, and to comply with our internal service protocols.
Photos and videos collected during service visits will not be used for marketing, advertising, social media, or any public-facing purpose unless you provide separate, specific consent for marketing use. You may grant or decline marketing consent during the booking process or at any time by contacting us. Declining marketing consent will not affect your service.
Technicians and staff are prohibited from using customer photos, videos, or service documentation for personal use, unauthorized sharing, or public distribution.
10. Marketing Communications and CASL Consent
Fabric Doctor complies with Canada’s Anti-Spam Legislation (CASL). We will not send you commercial electronic messages (including marketing emails and promotional text messages) without your consent.
Express consent: We may ask for your express consent to receive marketing emails and/or text messages during the booking process, on our website, or through other communications. You may opt in or opt out at your discretion.
Implied consent: Under CASL, we may rely on implied consent to send commercial electronic messages to existing clients within two years of your last service or purchase, or within six months of an inquiry. We will identify ourselves in every message and include a functioning unsubscribe mechanism.
Unsubscribe: Every marketing email and text message we send will include a clear and functioning unsubscribe mechanism. You may unsubscribe at any time, and we will process your request within 10 business days as required by CASL.
Service-related messages, including appointment confirmations, reminders, service updates, care plan renewal notices, and payment confirmations, are not marketing communications and are sent as part of our service relationship with you.
10.1 SMS and Text Message Communications
11. Sharing and Disclosure of Information
We do not sell, rent, or trade your personal information. We may share your personal information in the following limited circumstances:
With our third-party service providers (BookingKoala, Stripe, Constant Contact, Mailchimp, Google Analytics, and website hosting providers) as described in Section 7, solely for the purposes of providing our services and operating our business.
With our technicians and staff as necessary to perform scheduled services at your location.
With property managers, building management, or commercial facility contacts where a commercial client has authorized us to coordinate with such individuals for access and scheduling.
Where required or permitted by law, including in response to a court order, subpoena, regulatory inquiry, or other lawful request by a government authority.
In connection with a business transaction such as a merger, acquisition, or sale of assets, in which case your personal information may be transferred to the successor entity, and we will provide notice as required by PIPEDA.
To protect our legal rights, enforce our Terms of Service, or defend against legal claims.
With your consent or at your direction for any other purpose.
12. Cross-Border and Third-Party Processing
13. Data Retention
We retain personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected, to maintain our business records, and to comply with legal and regulatory requirements.
Client records: We retain client account information, service history, and related records for a minimum of seven (7) years following the last service provided, consistent with general business record-keeping practices and applicable limitation periods under Ontario law.
Photos, videos, and service documentation: We retain service photos, videos, and technician documentation for a minimum of three (3) years following the date of service, or longer if required in connection with an ongoing dispute or legal proceeding.
Payment records: Payment transaction records are retained by Stripe in accordance with Stripe’s retention policies and applicable financial record-keeping requirements.
Marketing consent records: We retain records of marketing consent and unsubscribe requests as required by CASL.
Website analytics data: Anonymized website analytics data is retained in accordance with Google Analytics’ data retention settings.
When personal information is no longer required for any identified purpose, we will securely destroy, erase, or anonymize it. Requests for deletion of personal information may be subject to legal, accounting, dispute-resolution, insurance, fraud-prevention, or record-retention obligations that require continued retention.
14. Safeguards
We protect personal information using physical, organizational, and technological security measures appropriate to the sensitivity of the information. These measures include restricting access to personal information to authorized personnel on a need-to-know basis, using secure and encrypted payment processing through Stripe, maintaining password protection and access controls on our booking and business systems, training staff on privacy obligations and proper handling of personal information, and securing physical documents containing personal information.
Access to personal information is restricted to personnel who require access for operational, customer service, billing, scheduling, quality assurance, or legal purposes.
No method of data transmission or storage is completely secure. While we take reasonable steps to protect your personal information, we cannot guarantee absolute security.
15. Your Right to Access and Correct Information
Under PIPEDA, you have the right to request access to the personal information we hold about you and to request correction of any information that is inaccurate or incomplete. To submit an access or correction request, contact our Privacy Officer using the contact information in Section 20 of this policy.
We will respond to your request within thirty (30) days. In some cases, we may need to extend this period, in which case we will notify you of the extension and the reasons. We may charge a minimal fee to cover the cost of responding to an access request, in which case we will inform you of the fee before processing your request.
In certain circumstances, we may be unable to provide access to personal information, including where disclosure would reveal personal information about another individual, where disclosure would reveal confidential commercial information, or where the information is protected by solicitor-client privilege.
10. Marketing Communications and CASL Consent
Fabric Doctor complies with Canada’s Anti-Spam Legislation (CASL). We will not send you commercial electronic messages (including marketing emails and promotional text messages) without your consent.
Express consent: We may ask for your express consent to receive marketing emails and/or text messages during the booking process, on our website, or through other communications. You may opt in or opt out at your discretion.
Implied consent: Under CASL, we may rely on implied consent to send commercial electronic messages to existing clients within two years of your last service or purchase, or within six months of an inquiry. We will identify ourselves in every message and include a functioning unsubscribe mechanism.
Unsubscribe: Every marketing email and text message we send will include a clear and functioning unsubscribe mechanism. You may unsubscribe at any time, and we will process your request within 10 business days as required by CASL.
Service-related messages, including appointment confirmations, reminders, service updates, care plan renewal notices, and payment confirmations, are not marketing communications and are sent as part of our service relationship with you.
16. Withdrawal of Consent
17. Privacy Breach Handling
In the event of a breach of security safeguards involving personal information that creates a real risk of significant harm to any individual, we will notify the affected individuals and report the breach to the Office of the Privacy Commissioner of Canada as required by PIPEDA. We will also notify any other organization or government institution that may be able to reduce the risk of harm.
We maintain internal breach response procedures to assess, contain, and remediate any breach, and to prevent future occurrences.
Privacy concerns and suspected privacy breaches may be reported to privacy@fabricdoctor.ca.
18. Children and Minors
Our services are not directed at children under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided personal information to us, please contact our Privacy Officer and we will take steps to delete that information.
Where information about children or minors in a household is provided by a parent or guardian in the context of service delivery (for example, to inform our technicians of safety considerations), that information is collected from the parent or guardian and is used solely for the purpose of safe service delivery.
19. Commercial Client Contacts
Where we collect personal information about individuals in the course of a commercial client relationship (such as the name, title, phone number, and email address of a property manager, building superintendent, or accounts payable contact), that information is collected and used solely for the purposes of managing the commercial service relationship, coordinating facility access, and processing invoices.
Commercial client contact information is subject to the same safeguards and retention practices described in this policy. If you are a contact for a commercial client and wish to exercise your privacy rights, please contact our Privacy Officer.
20. Contact Information for Privacy Officer
If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have a privacy-related complaint, please contact:
Privacy Officer
Fabric Doctor Inc.
8005 Financial Dr., Unit 203
Brampton, Ontario L6Y 6A1
Email: privacy@fabricdoctor.ca
Phone: 1-905-332-2477
If you are not satisfied with our response to your privacy complaint, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada at www.priv.gc.ca.
21. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. When we make material changes, we will update the “Last Updated” date at the top of this policy and, where appropriate, provide notice through our website or by other means.
We encourage you to review this policy periodically. Your continued use of our services or website after any changes constitutes your acknowledgement of the updated policy.
