Effective
Version françaiseThis policy explains what personal information Lawn By Moe collects through our mobile app and this website, what we do with it, who we share it with, how long we keep it and the choices you have. If anything is unclear, email us at info@supportefy.com.
Who we are
Lawn By Moe Landscaping Inc. ("Lawn By Moe", "we" or "us") is a lawn care, landscaping and snow removal company based in Milton, Ontario. This policy covers the Lawn By Moe mobile app, used by our customers, their family members and our crews, and the lawnbymoe.com website.
We follow Canada's federal privacy law for businesses, the Personal Information Protection and Electronic Documents Act (PIPEDA). We are responsible for the personal information we hold, including information our service providers handle for us.
Our technology provider, Supportefy, builds and runs the app and website for us and receives privacy questions and requests on our behalf at info@supportefy.com.
What we collect in the app
We collect information when you create an account, set up your property, use the app and pay for service. If you were already our customer, or you call or message us, our office may also enter your details from our records, such as your name, company, email address, phone number, address, language and service notes. In practice, that means:
Your account
Your name, email address, phone number and language. You sign in with a one-time code or link sent to your email, with Apple or with Google. If you use Apple or Google, they send us your email address, an account identifier and, depending on the provider, your name. To verify your phone number, we send a one-time code by text message (SMS).
Your property and service
Your property address and its position on the map, the size of your driveway, walkways, stairs and any extra areas, parking details, gate codes and access notes. Also your plan, contract, quotes and the add-ons you ask for, such as a time you need to leave by or the dates you will be away (Away Mode). The map position comes from the address you choose in the address search, not from your phone.
Messages and problem reports
Your chat messages with our office, and the problems you report, with any note and photos you add.
Contract signatures
When you sign a contract in the app, we keep your drawn signature or typed name, the date and time, and your phone's platform (Android or iOS) and app version.
Payments, credits and referrals
Your payments, your saved card details (card brand, last four digits and expiry date only), your credits and your referrals. See Payments below.
Your devices and notifications
A random install ID created by the app (not a hardware or advertising ID), your phone's platform and app version, and a push notification token if you allow notifications. Your message settings: which notifications you have turned off, and whether you agreed to WhatsApp messages and text messages. The app also keeps your sign-in token, its install ID and recently loaded information on your phone, and holds problem reports there until they upload.
Sign-in and security records
When you ask for a sign-in code or link, we record the email address or phone number it went to, the time, your IP address and the app install ID, to stop abuse. Changes to sensitive details, such as access information, are recorded in an audit log with the IP address used. Gate codes and access notes appear there only as "set" or "changed", never in full.
Family View
If you invite family members, you send them an invite link with your phone's share menu, so we never ask for their contact details. The link works once and expires after 7 days. When a family member joins, we store their sign-in details, devices, notification token and language. You see each family member's name and the date they joined, and you can end their access at any time.
Waitlist
If your address is outside our service area and you ask us to tell you when we get there, we keep your email address, address, postal code and its map position.
Account deletion requests
If you delete your account, we record the request and any reason you choose to give.
What the app does not collect
- No analytics, crash reporting or advertising tools, and no advertising ID.
- No access to your phone's location in the customer app.
- No access to your contacts. Invites and referral links go through your phone's share menu.
- No access to your photo library. You pick photos with your phone's own photo picker.
- No card numbers or security codes. Those go straight to Stripe.
Location
Customers and family members
The customer app does not use your phone's location. Your property's position on the map comes from the address you pick.
While the crew is on the way to you, the app can show you where it is. You only see the crew's most recent position, only while your visit is the active one on their route, and only if that position is less than 10 minutes old.
Crews, only during a shift
The crew app shares the crew phone's location with our servers during a shift. We use it to give customers an arrival estimate, to show our office where crews are and to confirm that work was done at the right property. Our servers keep a live location point only if it was recorded during the crew member's shift. Live location points sent outside a shift are discarded.
When a crew records a step of a visit, such as arriving, and when they take a work photo, the location and time are saved with it.
The location trail is deleted after 30 days. After that, we keep only arrival and finish times. Locations saved with visit steps and work photos stay with the visit record.
Photos
Customers can add photos from their phone's gallery to a problem report. The app uses your phone's own photo picker, so it only receives the photos you choose. Photos are resized before they are uploaded.
Our crews take photos before and after a visit, and when something stops them from doing the work. These photos record when and where they were taken.
Your phone may save where a photo was taken inside the photo file. The app removes that location from a photo you add to a problem report before sending it, and our server removes it again before storing the photo.
Photos are kept in private storage and shown only to people allowed to see them: our office, the crew working your visit during their shift, you, and, for photos of finished work, the family members you invite.
Payments
Card payments are processed by Stripe. You type your card details into Stripe's payment form inside the app, and they go straight to Stripe. Your full card number and security code never reach our servers. We never see or store them.
Stripe sends us the card brand, the last four digits and the expiry date, so we can show you which card is on file. When we set you up with Stripe, we share your name, email address and our customer number. For each payment, we send the amount and a short description, such as the invoice number.
Stripe may also collect information about your device to prevent fraud and to confirm payments with your bank. Stripe handles that information under its own privacy policy.
We keep records of your payments, refunds, Interac e-Transfer references and dates, invoices, receipts, quotes, add-ons, credits and referrals. If you remove a saved card in the app, we also remove it from Stripe.
Push notifications and messages
If you allow notifications, the app registers your phone with Google Firebase Cloud Messaging, which also delivers to iPhones through Apple's push notification service. We receive a notification token for your phone. A notification can include your property's address.
Some alerts, such as "Move your car", "Could not clear" and payment problems, are always sent because they affect your service. If you agreed to WhatsApp messages or text messages, a notification that cannot reach you by push, including news and offers you have not turned off, is sent by WhatsApp first, then by text message. An important alert that is not opened in time is also resent this way.
Other notifications, including news and offers, can be turned off in the app under Account > Notifications. You can also turn notifications off in your phone's settings.
We keep a record of each notification and message we send, including the phone number it went to, the exact text and whether it was delivered or read.
What we collect on this website
Contact form
When you send our quote form, we collect your name, phone number, email address, the service you are interested in and your message. The form is delivered by Web3Forms, a form delivery service, which forwards it to our business email.
Google Ads and Google Analytics
This site loads the Google tag (gtag.js) for Google Ads, linked to Google Analytics 4. We use it to see whether our ads lead to quote requests and how visitors use the site. Google may set cookies and receive details such as your IP address, browser and device type, the pages you visit and the ad that brought you here.
We also send Google an event when you send the contact form, tap our phone number or tap a WhatsApp button. These events include the type of service chosen, but not your name, email address, phone number or message.
To limit this, you can block or clear cookies in your browser, or install the Google Analytics opt-out add-on. You can also turn off personalized ads from Google in My Ad Center. Google explains how it uses this information on its page How Google uses information from sites or apps that use our services.
WhatsApp, phone and email links
Our WhatsApp, phone and email buttons open WhatsApp, your phone's dialer or your email app. Anything you send through WhatsApp is also handled by WhatsApp under its own terms.
Emails from us
Some emails we send contain a tiny image and tracked links. When you open the email or click a link, our server records the time, a code for the email you received, the link you clicked and your browser type.
Social media
Our Facebook, Instagram and YouTube buttons are plain links. Those sites receive nothing from this one until you click.
How we use your information
We use personal information only for the purposes below. If we want to use it for something new, we will ask you first, unless the law allows it without consent.
- Create and secure your account, and sign you in.
- Check that your address is in our service area, prepare quotes, and schedule and route visits.
- Give crews the access details they need to do the work.
- Show you live status, arrival estimates and photos of finished work.
- Take payments, send invoices and receipts, apply credits and referrals, and keep tax records.
- Answer your messages and fix problems you report.
- Send service alerts and, unless you turned them off, news and offers.
- Keep a record of what was done and when, in case of a question, dispute or claim.
- Protect our service from abuse and keep an audit trail of sensitive changes.
- Measure how our website and ads perform.
Where your information is stored
Your information is stored on servers operated by us or by our service providers. Those servers, and the providers listed above, may be located outside Canada.
Information stored or processed outside Canada is subject to the laws of that country and may be accessed by its courts, law enforcement and national security authorities.
How long we keep it
We keep personal information only as long as we need it for the purposes in this policy or as the law requires, then we delete it. These are our retention periods:
| Information | How long we keep it |
|---|---|
| Invoices, receipts, payments and signed contracts | 6 years after the end of the tax year they relate to, as Canada Revenue Agency rules require. We keep them even if you delete your account, then delete them. |
| Visit records: times, snow depth and photos | 3 seasons. If you delete your account, we keep them until that period ends in case of a dispute or claim, then delete them. |
| Crew location trail | 30 days. After that, we keep only arrival and finish times. Locations saved with visit steps and work photos stay with the visit record. |
| Property details, access notes and gate codes | While your account is active. Deleted once we process your account deletion request. |
| Chat messages and problem reports | 2 years. Deleted once we process your account deletion request, except problem reports tied to a visit record we keep. |
| Profile, family members, saved cards and settings | While your account is active. Deleted once we process your account deletion request, and we then also remove your saved cards from Stripe. |
| Records of messages we sent, payment processing records and signature files | As long as we need them to show what was sent, paid or signed, and to meet our legal obligations. |
Other records
Other records, such as quotes, add-on requests (including Away Mode dates), credits and referrals, sign-in codes and sessions, device records, account deletion requests, the waitlist and security logs, are kept only as long as we need them for the purposes in this policy.
Your choices and rights
See and correct your information
You can ask for a copy of the personal information we hold about you, and ask us to correct anything that is wrong. You can update much of it yourself in the app.
Withdraw your consent
You can withdraw your consent at any time, subject to legal and contract limits. For example, you can turn off news and offers, or WhatsApp and text messages, in Account > Notifications, or turn off notifications in your phone's settings. If you withdraw consent to something we need to provide the service, such as your address, we may not be able to keep serving you, and we will explain what that means.
How we answer requests
Email info@supportefy.com. We may ask you to confirm your identity first. We answer within 30 days.
Complaints
If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca or 1-800-282-1376.
Deleting your account
In the app, go to Account, then Delete account. Family members can choose Delete my access and account on their home screen. You can also email info@supportefy.com from the email address on your account.
When you delete your account, you are signed out on every device, notifications stop and you can no longer sign in. We then process your request within 30 days: we delete your information, or keep it only for the periods in How long we keep it, for example invoices and signed contracts for tax purposes.
If you signed in with Apple, we also end the app's link to your Apple ID. We remove your saved cards from Stripe, and the customer record Stripe keeps for your past payments no longer has your name, email address or phone number.
If someone else in your household still signs in to the same Lawn By Moe account, we delete only your profile and sign-in. The household's account, with its cards, chat, property details, invoices and contracts, stays with them.
If you work on a Lawn By Moe crew
Our office sets up crew accounts. We store your name, phone number, a scrambled (hashed) copy of your PIN, failed sign-in attempts, your team and your shift times.
During your shifts, the crew app shares your phone's location, records visit steps and takes work photos, as described under Location and Photos. It also reports whether the location, camera, notification and battery settings are ready for a shift, and how many items are waiting to upload.
Your location is collected only while you work. Live location points sent outside your shifts are discarded.
To see, correct or delete your information, email info@supportefy.com.
Children
Our app and website are for adults who arrange and pay for property services. They are not directed at children, and we do not knowingly collect personal information from children. If you think a child has given us personal information, contact us and we will delete it.
How we protect your information
Our safeguards match how sensitive the information is:
- The app talks to our servers only over encrypted (HTTPS) connections.
- Gate codes and access notes are encrypted in our database.
- Photos and signatures are kept in private storage, off the public web, and are shown only to signed-in people allowed to see them.
- Sign-in codes expire after 15 minutes and allow only a few tries. App sessions expire after 180 days.
- Staff see only what their role needs, and sensitive actions are logged.
Document links
Invoices, receipts and contract PDFs we send you open from a private link that is hard to guess, without signing in. Anyone who has that link can open the document, so please keep it to yourself.
If something goes wrong
No system is perfectly secure. If a breach of our safeguards creates a real risk of significant harm to you, we will tell you and report it to the Office of the Privacy Commissioner of Canada, as PIPEDA requires.
Changes to this policy
We will update this policy when our app, website or practices change. The new version will be posted on this page with a new effective date. If a change is significant, we will also let you know in the app or by email.
Contact us
For privacy questions, requests or complaints, email info@supportefy.com.
Lawn By Moe Landscaping Inc., Milton, Ontario, Canada