THW Floors
Privacy Policy
Last updated: September 29, 2026
THW Floors is a flooring installation business serving customers from Penticton to Vernon. This policy explains how we collect, use, disclose, retain, and protect personal information obtained through our website and business activities.
We handle personal information in accordance with applicable privacy laws, including British Columbia’s Personal Information Protection Act (PIPA) and, where applicable, Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).
What we collect
When you request a quote: We may collect your name, phone number, email address, property address, the rooms requiring flooring, the materials you are considering, and any other information you choose to provide. If you send photographs of the space, we collect those as well.
When you apply for work: We may collect your name, contact information, work history, and other information contained in your application or resume.
When we work for you: We keep relevant measurements, project photographs, quotes, contracts, invoices, payment records, and communications concerning the project.
When you create an account: We collect your email address and a secure, one-way hash of your password. We cannot see or recover your password.
When you use our website: Our website and hosting provider may automatically collect limited technical information, such as your IP address, browser or device type, access times, requested pages, and security or error logs.
We do not use behavioural advertising trackers or third-party analytics cookies. We use only cookies that are reasonably necessary to operate features such as secure sign-in.
Why we collect it
We use personal information to:
- Respond to inquiries and quote requests
- Arrange measurements and prepare quotes
- Schedule, complete, and manage flooring projects
- Communicate with customers, contractors, and builders
- Issue invoices, record payments, and provide warranty service
- Create and administer website accounts
- Assess employment applications
- Operate, secure, and troubleshoot our website
- Meet accounting, tax, and other legal obligations
- Address complaints, disputes, or legal claims
We do not sell or rent personal information. We do not send promotional emails unless you have agreed to receive them.
Consent and your choices
When you voluntarily provide information for a quote, project, account, or job application, you consent to its use for the purposes described in this policy.
We will ask for separate permission before using identifiable photographs of your home or project for promotional purposes. You may withdraw your consent on reasonable notice, subject to any legal or contractual restrictions.
If you provide personal information about another person, you must have their authority to do so.
Who else may see it
We limit access to people and services that need the information for their work, including:
- Installers and subcontractors working on your project
- Our bookkeeper, accountant, and professional advisers
- Website hosting, email, file-storage, and other technology providers
- Government authorities, courts, law enforcement, or regulators where disclosure is required or permitted by law
Service providers may process information on our behalf. Some may store or process information outside Canada. When this happens, the information may be subject to the laws of the country where it is processed.
Project photographs
We may take photographs to document site conditions, installation progress, completed work, and possible warranty issues.
We will obtain permission before publishing identifiable photographs of a customer’s home or project in our gallery or other promotional materials. We will not publish the customer’s name or address with those photographs.
You may withdraw permission by contacting us. We will remove the photographs from platforms we control within a reasonable time, although we cannot always remove copies previously cached or shared by others.
How long we keep information
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and for applicable legal or business requirements.
Our usual retention periods are:
- Financial and transaction records: Generally six years from the end of the last tax year to which they relate, or longer where legally required. We also keep a summary of past estimates and invoices from our earlier record systems, going back to 2014 — the number, date, status and totals, without itemised detail — for tax records and warranty questions. You can ask us to remove older records you no longer want kept; we will explain anything we must keep and why.
- Project measurements and photographs: For the duration of the project and any applicable warranty or claims period
- Quote requests that do not become projects: Up to two years
- Job applications and any attached resumes: We delete them twelve months after we receive the application. If we hire the applicant, we keep that information while they are on the team, then delete it twelve months after they leave.
- Account information: While the account remains active and for a reasonable period after it is closed
- Website and security logs: Only as long as reasonably required for security and troubleshooting
When information is no longer required, we securely delete it or remove identifying details. Residual copies may remain temporarily in routine backups until those backups are overwritten.
How we protect it
We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information.
These safeguards include encrypted website connections, access controls, and secure password hashing using Argon2id. Files are not made publicly accessible, and only the owner can access resumes. Embedded location metadata is removed from project photographs before storage.
No system can be guaranteed completely secure. If a privacy breach occurs, we will contain and assess it and notify affected individuals and privacy regulators where required by applicable law or otherwise appropriate.
Your rights
You may submit a written request asking us to:
- Provide access to personal information we hold about you
- Explain how it has been used and to whom it has been disclosed
- Correct information that is inaccurate or incomplete
- Follow the consent terms under Consent and your choices
- Delete information we no longer need to retain
We may need to verify your identity before responding. We will respond to access and correction requests within 30 days unless an extension is permitted by law. Access may be restricted where disclosure is prohibited or limited by law.
When you ask, we explain disclosures by category of recipient rather than by each person’s name.
We may need to retain invoices, payment records, or other information despite a deletion request when required for tax, warranty, contractual, or legal purposes. If so, we will explain what must be kept and why.
Contact our Privacy Officer if you have a question, request, or complaint. If we cannot resolve your concern, you may contact the Office of the Information and Privacy Commissioner for British Columbia or, where PIPEDA applies, the Office of the Privacy Commissioner of Canada.