Privacy Policy

1. Information we collect

Depending on how you use the website, we may collect:

• your name, telephone number and email address;
• service address, city, postal code and property type;
• details about pest activity, preferred scheduling and service urgency;
• photos or documents you choose to upload;
• the possible identification and related output generated by the Pest Identifier;
• your inquiry, consent choices and communications with us;
• when connected with a service request, the first website page visited, the referring page, the page or request-service link used before opening the Pest Desk, and advertising or campaign parameters such as UTM values or advertising click identifiers when present; and
• basic technical information such as browser type, device information, pages visited and security logs when made available by our website platform.

2. Why we use information

We use personal information for purposes a reasonable person would consider appropriate, including to:

• respond to inquiries and provide quotes, inspections or pest-control services;
• review uploaded evidence and recommend an appropriate next step;
• create and manage customer or lead records;
• schedule, deliver and follow up on service;
• understand which website pages, referral sources or campaigns lead to service inquiries so we can improve our website and customer experience;
• maintain website security, prevent misuse and troubleshoot problems; and
• send occasional tips, service updates or promotions only when you have chosen to receive them or when otherwise permitted by law.

3. Pest Identifier and AI processing

When you use the Pest Identifier, the selected photo and the location context you provide are sent securely from our server to OpenAI’s API to generate a possible pest identification. The API key is not exposed to your browser. AI results can be inaccurate and should not be treated as a guaranteed identification, diagnosis or treatment recommendation.

If you request professional confirmation, the photo, AI result and the contact and property details you provide are stored with your submission so our team can review and respond. The stored Pest Identifier photo is retained for up to 90 days and is then automatically deleted from Emerald’s upload storage. The related inquiry, AI result and service record may be retained longer where reasonably necessary for customer service, legal, accounting or security purposes.

Photos attached to the internal Emerald AI Pest Assistant by authenticated staff are processed for the current AI request and are not persisted by Emerald in the AI interaction log. The interaction log stores the staff member, question, answer, model and source/usage metadata for quality and accountability.

4. Emerald Field staff location

Emerald Field is an internal workforce application for authorized Emerald Pest Control staff. After a staff member grants the phone’s location permissions, clocking in or starting paid travel can start background location tracking for the active work shift. The app uses these points for dispatch, job routing, timesheet verification and an on-shift breadcrumb route showing where the work device travelled.

Tracking is limited to active work use: it stops when the staff member clocks out or signs out. The phone displays the operating-system background-location indicator or foreground-service notification while tracking is active. Detailed breadcrumb points are retained for up to 180 days and are then automatically removed under Emerald’s location-retention process. Emerald does not sell staff location data.

5. Consent and marketing messages

Required inquiry consent allows us to use the information you provide to respond to that inquiry. Marketing consent is separate and optional. You may withdraw marketing consent at any time by using the unsubscribe method in a message or contacting us. Withdrawing marketing consent does not prevent us from sending service-related communications about an active inquiry or appointment.

6. Service providers and disclosures

We may share information with service providers that help us operate the website and deliver services, including Wix for website hosting, forms, media and customer records, and OpenAI for photo analysis. We may also disclose information when required by law, to protect safety or legal rights, or as part of a business transaction subject to appropriate safeguards.

Some service providers may process information outside Canada. In that case, information may be subject to the laws of the jurisdiction where it is processed.

We do not sell personal information.

7. Cookies and website information

Our website platform may use essential cookies and similar technologies for security, functionality, performance and remembering preferences. We may also use first-party session storage to remember limited referral and campaign information while you move through the website so that, if you submit a service request, we can understand which page or source led to the inquiry. Additional analytics or marketing technologies may be used where configured and permitted. Browser settings may allow you to block some cookies or storage, although parts of the website may not function properly.

8. Safeguards and retention

We use reasonable administrative, technical and organizational safeguards appropriate to the sensitivity of the information. No internet transmission or storage system can be guaranteed completely secure.

Website Pest Identifier photos submitted for professional confirmation are retained for up to 90 days in Emerald’s upload storage. A scheduled retention process removes the stored image after that period. Internal portal AI photos are not retained by Emerald after the request is processed. Other personal information is retained only as long as reasonably necessary for the identified purposes, customer service, legal and accounting obligations, dispute resolution and security. We then delete, anonymize or securely dispose of it where reasonably practicable.

9. Access, correction and privacy concerns

You may ask to access or correct personal information we hold about you, withdraw consent where applicable, or raise a concern about our privacy practices. We may need to verify your identity and may retain certain information where required or permitted by law.

10. Children’s privacy

This website is intended for property owners, tenants, managers and other adults seeking pest-control information or services. We do not knowingly collect personal information from children without appropriate consent.

11. Changes to this policy

We may update this policy as our practices or legal requirements change. The effective date at the top identifies the current version.

12. Contact us

Direct privacy questions or requests to the Privacy Officer, Emerald Pest Control Inc.: