Privacy Policy

Last Updated: February 2026

"Personal information" means information about an individual who can be identified. This Privacy Policy (the "Policy") outlines the personal information we collect, what we do with it, and why. This Policy does not cover anonymous, de-identified, or business contact information.

Your Consent

You agree to this Policy when you:

We will collect, use, or share your personal information with your consent for the purposes we've informed you of, or as otherwise permitted or required by law. Your consent can be express or implied.

You can withhold or withdraw your consent at any time, as long as there are no legal or contractual requirements for us to process your information. Withdrawal of consent may impact our ability to serve you. To withdraw your consent, contact our Privacy Officer using the information below.

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Collecting and Using Your Information

When and How We Collect Your Information

We collect your personal information when you interact with us, including when you:

• Apply for or receive a product or service (stairlifts, grab bars, bathroom modifications, etc.)
• Take part in a virtual or in-person appointment or home assessment
• Visit our website or one of our locations in Vancouver, BC and surrounding areas
• Submit a contact or quote request form on our website
• Sign up for special offers or complete a survey
• Communicate with us by phone, email, video call, or social media

We sometimes collect your information indirectly from other sources, including:

• Someone you have authorized to act on your behalf (e.g., a power of attorney or family member)
• Care providers such as occupational therapists, physiotherapists, long-term care homes, hospitals, and clinics
• Your insurer or funding program administrator
• Online advertising partners (e.g., Google, Facebook)
• Government bodies or publicly available sources relevant to providing our services

What Information We Collect and Why

Contact information — your name, address, email, phone number, or social media account name. Used to communicate with you about inquiries, requests, and our products and services.

Information about your needs — your preferences, location, age, abilities, mobility requirements, and any other information required to provide the right product or service for you. This may include health-related information provided by you or your care provider.

Information related to your home — when you request products or services requiring a Home2stay representative to visit or virtually view your home, we may capture images or notes to determine which products are right for you and to document installation details.

Payment and billing information — payment details, insurance information, and public health billing information where applicable, used to process payments and bill the appropriate parties.

Information about funding program eligibility — information about your needs, income, medical condition (if appropriate), and whether you identify as an Indigenous person. Providing this is voluntary. If provided, we may share it with funding partners such as governments and charities to determine if you qualify for assistance programs.

Online usage information — information about how you use our website, including your device, browser, IP address, time zone, and cookies. See the Cookies section below for more detail.

We may also use your information to:

• Promote Home2stay and our accessibility products and services
• Improve our products, services, website, and business operations
• Create statistical and aggregated (often anonymized) reports
• Manage our day-to-day organizational and operational needs
• Protect the rights, property, and safety of Home2stay, our employees, and other stakeholders
• Prevent, detect, or investigate security concerns and illegal activity including fraud
• Comply with applicable laws, regulations, or industry requirements

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Job Applicants

If you submit a job application to us, we will use the information relating to that application (such as your employment history) to assess your suitability for our job postings. We may also collect information from third parties, such as the references you list or from background checks, for the same purpose.

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Sharing Your Information

We may share your information for four main reasons:

(a) Operating Our Business

We may share your information with service providers that assist us in operating our business or providing our products and services. We require all service providers to protect your personal information in line with our own standards and to limit use of the information to the specific purposes for which we supplied it.

(b) Working with Care Providers and Other Partners

We may share your information with care providers where reasonably required to deliver our products and services — for example, if you live in a long-term care facility. We may also share your information with insurers, funding partners, and other organizations to assist you in accessing government or charitable funding programs.

(c) Legal Reasons

In rare circumstances, we may share your information if reasonably needed to:

• Respond to authorized information requests from governmental authorities
• Comply with any valid legal process or applicable law, rule, or regulation
• Collect a debt, or investigate, manage, or settle any actual or potential loss
• Protect the rights, property, and safety of Home2stay, our employees, or others
• Detect and resolve any fraud or security concerns

(d) Buying or Selling a Company

We may share personal information with business partners where relevant to a potential or actual business transaction, such as a sale, corporate re-organization, or partnership or investment opportunity.

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International Transfer of Your Information

Your personal information may be transmitted, stored, or processed in countries other than Canada, in which case the information is governed by the laws of those countries and may be subject to law enforcement access by foreign authorities.

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Cookies

Cookies are small text files stored on your browser that assign an anonymous identifier to your device and provide information to the cookie sender. Cookies may be placed on your device by us when you use our website. We also use third-party cookies that track how you use our website in order to target advertisements to you on other platforms.

For more information on managing cookies, check the support pages for your browser (Firefox, Safari, Chrome, Edge, etc.).

Google Analytics

We use Google Analytics to better understand how visitors use our website. Google Analytics collects information on user behaviour, including how many times a user visits our website, what pages they visit, and where they were referred from. Advertising identifiers for mobile devices may also be collected. Google uses this data to prepare reports and may use it to contextualize ads on its own advertising network.

To learn more, visit google.com/policies/privacy/partners. You can opt out using the Google Analytics browser add-on at tools.google.com/dlpage/gaoptout.

Facebook Pixel

We use Facebook Pixel to better understand your use of our website. Facebook Pixel collects information on user behaviour, including pages visited and referral sources. Facebook may use data collected on our website to contextualize and personalize the ads on its own advertising network.

For more information or to limit the data Facebook Pixel shares, visit facebook.com/privacy/policy.

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Security

The security of your personal information is important to us. We protect your information by limiting access to it and by implementing reasonable physical, organizational, and technological safeguards as appropriate. Unfortunately, no transmission of information via the internet is completely secure. Although we do our best to protect your personal information, we cannot guarantee the security of data transmitted to our website. Any transmission of personal information is at your own risk.

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Retention

We aim to keep your personal information only as long as necessary to provide you with the products and services you request, or for other legitimate purposes such as complying with our legal obligations, improving our business, resolving disputes, or enforcing our agreements.

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Accessing and Correcting Your Information

We make reasonable efforts to keep your information accurate and up to date. To access or correct your personal information, submit a written request that identifies yourself, the information you want to review, and how we can contact you.

For access requests, we will inform you of the existence, use, and disclosure of the personal information we maintain about you. There may be a charge for copies of your personal information. We may not be able to accommodate all requests depending on the circumstances.

If a change or correction is required, let us know right away and we will make any appropriate updates needed. We may not accommodate a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

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Contact Us

If you have any questions or concerns about this Policy or about our handling of your personal information, please contact our Privacy Officer:

Please note that we may need to confirm your identity or request additional details in order to process your request.

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Updates to This Policy

We update our Privacy Policy when needed to meet legislative changes, provide greater transparency, respond to changes in our products or services, or address changes in our data processing activities or policies.

When we make material changes to this Policy, we will notify you as appropriate and post the most current version on our website. Please read any such notice carefully. The most current version of this Policy will govern our use of your personal information.