Privacy Policy

1. Introduction

IT Cares ("we," "us," or "our") is committed to protecting the privacy and personal information of our clients and website visitors. This Privacy Policy describes how we collect, use, disclose, and safeguard personal information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Quebec's Act Respecting the Protection of Personal Information in the Private Sector (Law 25).

By using itcares.ca or engaging our IT support services, you consent to the practices described in this policy. If you do not agree with this policy, please do not use our website or services.

2. Information We Collect

We collect personal information only when necessary to provide our services. The types of information we may collect include:

• Contact information: Name, email address, phone number — provided when booking a service or contacting us
• Device information: Operating system, computer model, and issue description — provided when describing a technical problem
• Billing information: Payment details processed securely through our payment processor (we do not store credit card numbers)
• Technical data: IP address, browser type, pages visited, session duration — collected automatically via Google Analytics (GA4)
• Communication records: Emails and notes from support sessions, retained for service continuity

We do not collect sensitive personal information (such as health data, SIN, or financial account numbers) as part of our IT support services.

3. How We Use Your Information

We use the personal information we collect solely for legitimate business purposes, including:

• Scheduling and delivering remote or on-site IT support services
• Processing payments and issuing receipts
• Communicating appointment confirmations, reminders, and follow-ups
• Responding to support inquiries and technical questions
• Improving our website and services through anonymized analytics
• Complying with legal obligations

We do not sell, rent, or trade your personal information to third parties for marketing purposes. We will never contact you with unsolicited marketing messages without your explicit consent.

4. Remote Access Sessions

During remote support sessions conducted via AnyDesk, the following privacy protections apply:

• All remote connections use end-to-end encryption (TLS 1.2 / RSA 2048-bit)
• You initiate and control the remote session — you can disconnect at any time
• Our technicians access only the areas of your computer needed to resolve your reported issue
• We do not request, record, or retain your passwords at any point during the session
• No persistent remote access is maintained after the session ends — every session requires a new authorization from you
• Session activity is not recorded or stored by IT Cares

5. Cookies & Analytics

Our website uses cookies and similar tracking technologies to improve your browsing experience and understand how visitors use our site. We use the following:

• Essential cookies: Required for the website to function properly (no personal data stored)
• Google Analytics (GA4): Collects anonymized usage data (pages visited, session duration, device type). IP addresses are anonymized before storage. Data is governed by Google's Privacy Policy.

You can control cookie preferences through your browser settings. Disabling analytics cookies will not affect your ability to use our website or book services.

6. Third-Party Services

IT Cares uses a limited number of trusted third-party providers to deliver our services. Each is bound by their own privacy policies and applicable data protection laws:

We do not share your personal information with any third party beyond what is strictly necessary to provide the service you have requested.

7. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected:

• Client contact and service records: Retained for up to 2 years after your last service interaction, to support warranty claims and follow-up support
• Billing records: Retained for 7 years as required by Canadian tax law
• Analytics data: Retained per Google Analytics default settings (14 months), then deleted

You may request the deletion of your personal data at any time (see Section 8). Upon verified request, we will delete your information within 30 days, subject to any legal retention obligations.

8. Your Rights Under PIPEDA

As a Canadian resident, you have the following rights regarding your personal information held by IT Cares:

To exercise any of these rights, contact our Privacy Officer at info@itcares.ca. We will respond within 30 days.

9. Data Security

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction:

• SSL/TLS encryption for all data transmitted to and from itcares.ca
• Secure, access-controlled servers for data storage
• Employee access to client data is limited on a strict need-to-know basis
• We do not share personal information with third parties except as described in Section 6
• Regular security reviews and updates to our systems and practices

While we take all reasonable precautions, no digital system is 100% immune to security risks. In the event of a data breach that poses a risk of significant harm, we will notify affected individuals and the Office of the Privacy Commissioner of Canada as required by PIPEDA.

10. Children's Privacy

IT Cares services are not directed at children under the age of 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information without parental consent, please contact us immediately at info@itcares.ca and we will delete that information promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will post the updated policy on this page with a revised "Last Updated" date. We encourage you to review this page periodically.

Your continued use of our services after any changes constitutes your acceptance of the updated Privacy Policy.

12. Contact & Privacy Officer

Last updated: April 2026