Effective Date

January 28, 2026

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Privacy Policy · Terms & Conditions · Contact

Who We Are

Thames Valley Water Mold Fire Restoration
392 Park Ave E, Chatham, ON N7M 5Y5
Phone: 226-799-1920
Email: info@thamesvalleyrestoration.ca

Information We Collect

We may collect personal information you provide when you contact us, request a quote, or request service, such as:

• Name, phone number, email address
• Service address and basic property details
• Information about the incident (water loss, mold concerns, fire/smoke damage, etc.)
• Photos or documents you choose to share (including insurance claim details)
• Job documentation created during inspection and service (notes, readings, and site documentation)
• Billing and transaction details (invoice history, amounts, payment status). Payment processing is typically handled by third‑party processors.
• Communications (texts, emails, and messages exchanged with us, including via platforms used for quoting/scheduling)

If you visit our website, we may also receive basic technical data (for example: browser type, device type, and approximate location based on IP) through normal web server logs or analytics tools.

How We Use Information

• To respond to inquiries and provide estimates or service
• To schedule work and communicate about the job
• For documentation, quality control, safety, and service records
• To invoice and process payments, and maintain business records
• To support insurance coordination when requested/authorized by the customer
• To comply with applicable legal obligations and respond to lawful requests

Sharing & Disclosure

We do not sell personal information. We may share information only when necessary to provide services (for example, with an insurer, adjuster, supplier, subcontractor/technician working on your job, or service platforms used for quoting/scheduling), and only to the extent reasonably required.

We may also disclose information if required to comply with applicable laws or to respond to lawful requests.

Cross‑Border Processing

Some third‑party service providers we use may store or process information outside of Canada. If so, personal information may be subject to the laws of the jurisdiction where it is stored or processed.

Electronic Messages (SMS/Email) & Opt‑Out

We may send transactional messages (for example: appointment confirmations, quote approval links, service updates, and invoices). If we send non‑essential commercial messages where consent is required, you can opt out using the unsubscribe method provided or by emailing info@thamesvalleyrestoration.ca.

Note: Opt‑out requests are handled as required by applicable anti‑spam laws.

Retention

We keep personal information only as long as necessary for the purposes described above, and as required for business, insurance, accounting, and legal record‑keeping obligations.

Security Safeguards

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information. No method of storage or transmission is 100% secure, but we take practical steps to reduce risk.

Website Analytics & Cookies

Our website may use basic analytics or cookies to understand site traffic and improve performance. You can control cookies through your browser settings.

If you use an ad-blocker or privacy extensions, analytics may be limited — that is fine.

Access & Corrections

If you want to request access to your personal information, or request corrections, contact us using the details below. We may need to confirm your identity before responding.

Contact

Questions about this policy (or privacy requests) can be sent to: info@thamesvalleyrestoration.ca
Or mailed to: 392 Park Ave E, Chatham, ON N7M 5Y5

If you are contacting us about a privacy request, include “Privacy” in the subject line so it does not get missed.

Changes to This Policy

We may update this policy from time to time. The most current version will be posted on this page.

1) Deposits

• All deposits are non‑refundable if the Client cancels within 48 hours of the scheduled service date/time (unless otherwise required by applicable law).

2) Inspection Fees & Payment Timing

• The minimum inspection fee is $499 + HST, required to begin the booking process (unless otherwise stated in writing).
• The remaining balance on the approved/signed quote is due upon the technician(s) arrival at the Site and prior to commencement of work unless otherwise agreed in writing.

3) Travel Fees

• Travel fees for services rendered outside Chatham, Ontario are calculated at $1 per kilometer and will be added to the total service cost unless otherwise stated in writing.
• “Kilometers traveled” means total kilometers traveled for dispatch and service travel related to the job (to and from the Site).

4) Client Responsibility for Fragile / Valuable Items

• Clients must secure or remove fragile, breakable, valuable, or irreplaceable items (e.g., cash, sentimental items, antiques, etc.) before service begins.
• To the fullest extent permitted by law, Thames Valley Water Mold Fire Restoration is not liable for damage, loss, or theft of such items during service if they were not removed or secured by the Client prior to service.

5) Drywall Cutting, Plastering, and Painting Service (Rough Finish)

• Any drywall cutting, plastering, or painting provided as part of our service will be considered a rough finish unless explicitly agreed upon in writing.
• Fine‑finish painting or complete drywall refinishing is not included unless specified and contracted separately.

6) Equipment Usage Charges (Per Calendar Day)

• Air scrubbers, dehumidifiers, and air movers are included for the first three (3) calendar days, starting on the calendar day the equipment is delivered/installed at the Site (“Day 1”), unless otherwise stated in writing.
• A “calendar day” means 12:00 a.m. to 11:59 p.m. local time in Chatham, Ontario.
• Beginning on the fourth (4th) calendar day, a flat equipment usage charge of $1,500 per calendar day applies while any Company equipment remains on the Site beyond the included period, unless otherwise stated in the quote/contract.
• Any calendar day where equipment remains on-site for any period of time is billable as that calendar day.
• The Client is responsible for ensuring timely payments for any extended usage of equipment.

7) Furniture Moving

• Moving furniture is an additional service starting at $499, with final costs determined based on the scope of work.

8) Same‑Day Cancellation & Rescheduling

• If the Client cancels on the same day as the scheduled service (or after dispatch), the Company may charge a cancellation fee representing a reasonable pre‑estimate of costs and losses, which may include reserved labour time, mobilization, and administrative costs, plus any non‑recoverable third‑party costs incurred.
• Any cancellation charge will be applied only to the extent permitted by applicable law.

9) Tentative Quotes

• Quotes are tentative and subject to adjustment upon completion of inspection and confirmation of site conditions.

10) Weekend Service Charges

• Services booked on weekends (or outside standard hours where applicable) may incur an additional service charge, which will be outlined in the quote.

11) Liability Limitations

• The Company is not responsible for damages or issues resulting from pre‑existing conditions, structural defects, concealed hazards, or undisclosed conditions within the service area.
• We are not liable for damages to items or furniture not removed or secured by the Client prior to service, to the fullest extent permitted by law.
• Nothing in these Terms excludes liability that cannot be excluded under applicable law.

12) Site Access, Safety, and Delays

• Clients are responsible for providing a safe and accessible work environment for the service team.
• Any delays caused by Client actions (e.g., lack of access to the property) may result in additional fees or rescheduling.

13) Photos & Job Documentation

The Client acknowledges the Company may take photos and create job documentation before, during, and after work for service records, quality control, safety, and (where applicable) insurance documentation. If you want certain areas not photographed, please notify us in advance where reasonably possible.

14) Changes to These Terms

The Company may update these Terms for future services. The version in effect at the time you approve/sign your quote governs that transaction, unless both parties agree otherwise in writing.

15) Statutory Rights & Governing Law

• Nothing in these Terms limits any non‑waivable rights a Client may have under applicable law.
• These Terms are governed by the laws of Ontario and applicable federal laws of Canada.
• If any provision is found unenforceable, the remaining provisions continue in effect (severability).