Privacy

Last updated 8 October 2026

This app is the working system of Restoranation Environmental Services. Our staff use it to run restoration and abatement jobs; our customers see parts of it when we send them an estimate to sign, an invoice to pay, or a link to their job; and it is where we read and answer what people send us through our website or by email. This page says what it records about people, why, and who else sees it.

Who we are

Restoranation Environmental Services, Hamilton, Ontario. You can reach us on 1 888 726-0506 or through our support page.

What we record about customers

Name and companyTo address an estimate, an invoice and the work itself to somebody.

Phone and emailTo send the estimate, the invoice, the appointment confirmation and the reminder, and to reach you about the job.

The property addressIt is where the work happens. We also hold its coordinates so a crew can be routed to it.

Photographs of the propertyRestoration work is evidenced in photographs: what the damage was, what was in the rooms, what the readings were, and what it looked like when we finished. Your insurer's adjuster is usually the reason they exist.

What you signedYour name and signature on a work authorisation or an approved estimate, with the moment you signed it.

PaymentsWhat was charged, what was paid, when, and the last four digits and brand of a card. We never see or hold a full card number — see below.

What we wrote downNotes our staff make about the job, and anything you told us that matters to the work.

What we record about people who write to us

What you sent usThe name, email, phone, address and message from our website's contact form, or the email you sent us, with anything attached. We keep it whether or not it becomes a job, so whoever answers you next knows what was already said.

How we answeredOur replies, notes our staff make about the conversation, who is looking after it, and any reminder to follow it up.

An address we have blockedIf we block an address, we keep it on a list. Emails from it still arrive, but they are kept out of sight and nobody is alerted to them.

What we record about our own staff

Work and personal contact detailsTo run a rota and reach somebody about a job.

Home addressTo work out a sensible route between home and the first job of the day.

Employment detailsLegal name, employee number, start date, birthday, positions, certifications and rate of pay. To run payroll, and to know who can do which work.

Where a shift started and endedIf the phone will say, the app records the coordinates at the moment somebody punches in and out — and only at those two moments. It is a record of where a shift began and ended, not a trail of anybody's day. Refusing the permission does not stop anybody working.

Hours, and what was doneTimesheets, walk-arounds, checklists, and who did which piece of work.

MessagesWhat staff send each other in the app's chat and direct messages, with any files attached, kept so a conversation can be read back.

Questions asked of RAIThe conversations somebody has with RAI, the app's assistant, kept so they can go back to them. Nobody else can open them, an administrator included.

Phones and browsersWhere to send somebody's notifications: the address their phone or browser gave us for it, and what kind of device it is.

What we never hold

Card numbers. When you pay, your card details go straight from your browser to Square and never reach us. We keep Square’s reference for the payment, the brand and the last four digits, which is what a receipt shows.

We do not track anybody across other websites, we run no advertising, and we sell nothing about anybody to anyone.

The app’s own cookies are there for the app alone. None of them follows you to another website, and none is passed to anybody else. They:

Keep you signed inAs a member of staff, or as a customer in your project.

Bring a customer backWhich project you last opened, kept 90 days, so the app opens on it again; and, for half an hour, the way back to it from an estimate or an invoice.

Remember a staff deviceA random number naming the device, kept a year, so two devices with the same record open can be told apart; that staff have signed in on it; and how the app is laid out for them: the calendar, the side bar, whose work they are looking at, whether it is drawn light or dark, and, for those allowed, the app as another member of staff sees it.

Who else sees it

The app uses a small number of services to do its work. Each sees only the part it needs.

SquareTakes card payments and holds the card itself. Sees the customer's name, email and the amount.

GoogleTurns a typed address into a real one, draws the map on a job, and works out the driving between jobs. Sees addresses.

OpenAIPowers RAI, the app's assistant. It reads a photograph of an item during a packout and a photograph of a meter, tidies a note, writes up a scope of work, drafts a reply to an email for a member of staff to check before anything is sent, and answers staff questions, for which it looks up the jobs, bookings and customers that person is allowed to see. Sees those photographs, that text and those records. It does not use them to train its models.

PostmarkReceives the emails sent to us and the messages from our website's contact form, and sends our replies to them. Sees those emails and anything attached.

Make and TwilioSend the app's other emails and texts: confirmations, reminders, estimates and invoices. See the name, email, phone and the document being sent.

Apple and GoogleDeliver notifications to our staff's phones and browsers. See the notification, which can name a customer or a job, and the address of the device it goes to. Customers are not sent these.

SupabaseHolds the database, and the photographs and documents, in Ohio, United States.

RenderRuns the app, in Ohio, United States.

We also hand things over when we are obliged to: to your insurer or their adjuster when that is what the job is for, to our own accountant, and to anybody a law or a court requires.

Where it is kept

In the United States. The database, the photographs and the documents are stored in Ohio by Supabase, and the app itself runs there on Render. The other services above may handle what they see outside Canada too. While it is held in another country it is subject to that country’s laws, which can allow its authorities to require access to it.

How we protect it

Everything between your phone or computer and the app travels encrypted, and the database and the files are encrypted where they are stored.

Our staff sign in with their own accounts, and each sees only what the permissions we give their role allow. Passwords are never stored: what is kept is a scrambled form that cannot be turned back into the password, by us or by anybody.

Photographs and documents are kept in private storage, not at public addresses. They open through the app, for staff allowed to see them or for whoever holds a link we sent.

Links we send you

An estimate, an invoice, a job page or a set of photographs reaches you as a link with a long random address in it. Anyone holding that link can open that one thing — that is what lets you forward it to your spouse or your adjuster without either of them needing an account. It opens nothing else, and it is the only key to it, so treat it the way you would treat the document itself.

How long we keep it

We keep a job’s record — including its photographs — for years. It is what our bookkeeping and our reporting are built on, and a restoration job can be reopened by an insurer long after the work itself is finished.

Nothing is deleted automatically. If you want something removed, ask us: we will remove what we are not obliged to keep, and tell you plainly what we cannot and why, rather than quietly keeping it.

Asking what we hold

You can ask us what we hold about you, ask us to correct it, or ask us to delete it, including any account you have with the app. Some of it we are obliged to keep — a paid invoice, for instance — and we will say so plainly rather than quietly keeping it. Write to us through the support page.

If we ever get this wrong you can also complain to the Office of the Privacy Commissioner of Canada.

Changes

When this changes, the date at the top changes with it. It was last changed on 8 October 2026.