Privacy Policy

Last updated: October 30, 2026

UrbanPlug Inc., operating as UrbanPlug ("UrbanPlug," "we," "us" or "our"), respects the privacy of people who contact us, visit our website or store, or use our repair services. This policy explains how we collect, use and share personal information and how you can contact us about it.

1. Who is responsible for your information

UrbanPlug Inc. is responsible for personal information it collects in connection with its business. Questions, access requests and privacy concerns can be directed to:

Privacy Contact — UrbanPlug Inc.
216 Oak Park Blvd, Unit 15
Oakville, ON L6H 7S8, Canada
Email: oakville@urbanplug.ca
Phone: (289) 940-0653

2. Information we collect

The information we collect depends on your interaction with us. It may include:

• Your name, email address and telephone number.
• The type, brand and model of your device and the repair problem you describe.
• Quote enquiries, service communications and repair-related notes.
• Information needed to identify your device and document work you request or authorize.
• Technical website information, such as an IP address, browser information and request logs processed by our hosting and security providers. To limit spam and duplicate submissions, our website also uses keyed, one-way hashes of IP addresses and submission details, submission status and a service reference where available. These security records expire after one minute for rate counters or 24 hours for duplicate protection and are removed during subsequent request processing; expired records may remain until that cleanup occurs. They do not contain copies of your enquiry text or contact details.
• CCTV images of people visiting the monitored areas of our store.

Our website quote form asks for your name, email address, device type, model and repair description. A telephone number is optional. It also records the repair page from which you submit your enquiry so our team can understand the service requested.

Please do not include passwords, device passcodes, account recovery keys, payment-card details, health information or other sensitive information in the website form.

3. How we use your information

We use information to respond to enquiries, prepare repair quotes, assess devices, carry out authorized work, test repairs, provide service updates and maintain service records. We also use information as appropriate to protect the website and store, investigate incidents, resolve disputes and meet applicable legal obligations.

We currently do not send promotional emails or marketing text messages. Repair enquiries and service communications are used to handle your request, not to enrol you in promotional messaging. If our marketing practices change, we will provide the relevant information and obtain consent where required.

4. Our internal system and service providers

Website enquiries are transmitted to our internal service-management system, which is supported by a third-party technology provider. Hosting, security and communication providers may also process information needed to operate the website and respond to you. We may also email a copy of your enquiry to our store inbox so our team can follow up.

Our service providers may process or store information outside Ontario or Canada, where it may be subject to the laws and lawful access requirements of the relevant jurisdiction. You may contact us with questions about these arrangements.

Information may also be disclosed where required or permitted by applicable law, including in response to a valid legal process. Disclosure for an additional purpose that requires consent will be explained to you before we seek that consent.

5. Device access and testing

A technician may need access to device functions to diagnose a fault or test the repair during or after service. Where needed for that purpose, we may ask you for a device passcode. We do not store device passcodes or account passwords in our service records.

Access is for the diagnosis, authorized repair and testing being carried out. This does not give us general permission to browse unrelated photos, messages, documents or accounts. If you have concerns about access, discuss them with the team before authorizing work so we can explain the testing needed and any limitations.

UrbanPlug does not keep copies of customer files or retain recovered files after a data-recovery service. Make a backup before service where possible and tell us if data preservation is your priority. This privacy policy is not a guarantee that data can be preserved or recovered in every repair.

6. Specialist repair labs

Some advanced work, including level 3 and board-level repairs, is sent to a specialist repair lab. Your device and repair-related information needed for that work may therefore be handled by the lab involved in your service.

We share repair information for the work requested. Contact us to discuss the information a specialist lab needs and its handling arrangements. Contact us before authorizing the repair if you want to discuss whether a lab will be involved or any concerns about access to your device.

7. CCTV in our store

We use CCTV for store security, safety, loss prevention and incident investigation. Footage can contain personal information about customers and other visitors.

CCTV footage is separate from the repair enquiry information collected through our website. Privacy questions or requests concerning footage can be sent to the privacy contact above. Please provide the approximate visit date and time so we can identify any relevant recording, if it is still available. Access may be limited to protect other people’s information or where the law permits or requires a restriction.

8. Website services and external links

With your permission, we use Google Analytics to measure website visits, page engagement, phone and directions clicks, accepted repair enquiries and completed trade-in bookings. The Google Analytics tag loads only after you choose Accept All or enable Performance Cookies in Cookie settings and save your preferences. Google may process online identifiers and technical information about your browser and device, including outside Canada. We do not send your enquiry text, name, email, telephone number or booking reference as analytics event parameters. We do not use this setup for advertising personalization. Website hosting, security and authentication services may also process technical information necessary to provide their services.

With separate permission under Session Replay, we use Microsoft Clarity to understand website usability through behavioural metrics, heatmaps and masked session replay. This records interactions such as clicks, scrolling and page layout, along with browser/device information and online identifiers. Microsoft processes this information and may process it outside Canada. We configure advertising storage consent as denied and do not supply customer identities or booking references as custom identifiers. Contact forms are marked for masking, balanced sensitive-content masking is enabled in our project, and Clarity is not loaded on booking confirmation pages or URLs with unrecognised query parameters. Masking reduces collection of sensitive content but is not a guarantee against information users put elsewhere on a page. Learn more in the Microsoft Privacy Statement.

Website fonts are served from UrbanPlug, without contacting an external font provider. Following a Google Maps link takes you to a third-party service whose own privacy practices apply. Other websites linked from our website are also responsible for their own privacy practices.

You can reject optional analytics and continue using our website. Use Cookie settings in the footer to change your choice at any time. Your choice, decision time and consent-notice version are stored in your browser for up to 180 days. Optional analytics is off by default. Accept All enables both Google Analytics and Microsoft Clarity. Settings provides independent Performance Cookies and Session Replay choices, both off by default. Adding Clarity requires a fresh consent choice; earlier Google Analytics permission alone does not enable recording. Settings opens the consent details, where you can choose Reject optional or save your preferences with Performance Cookies switched off. Cookie settings in the footer lets you review or change your choice. A new notice version or expired choice requires a new decision. Changes also apply to other open tabs on the same website origin. Disabling Performance Cookies stops Google Analytics. Disabling Session Replay stops Clarity recording and removes accessible Clarity cookies. These choices apply in that browser, and withdrawal removes accessible cookies for the affected service; it does not automatically erase data already collected. Contact our Privacy Contact to ask about previously collected information.

Cookies and browser storage

• Consent preference (urbanplug-analytics-consent-v1): local storage records your choice, timestamp and notice version for up to 180 days. Despite the key name, the record includes the current notice version. It is used to honour your choice.
• Booking session storage: urbanplug-tradein-next supports navigation; urbanplug-buyback-receipt supports your booking confirmation; urbanplug-analytics-booking prevents duplicate consented conversion events. These records are scoped to the browser tab session. Confirmation receipts are accepted by the website for up to 24 hours.
• Optional Microsoft Clarity cookies (_clck and _clsk): _clck recognises a browser and its preferences, and _clsk links page views into a session. Microsoft determines their cookie lifetimes, separately from our 180-day consent record. They are used only after Session Replay is enabled and accessible Clarity cookies are removed when it is disabled. Clarity cookie information. Provider-held recordings and analytics have separate retention periods.
• Optional Google Analytics cookies (_ga and _ga_*): browser identifiers measure visits and engagement only after opt-in. Their configured lifetime is up to 180 days, without renewing the cookie expiry on every visit. Your consent choice expires separately after 180 days. Rejection or withdrawal disables analytics and removes accessible Analytics cookies.

We do not load Google Analytics before permission, and this website setup keeps advertising storage, advertising user-data consent and personalized advertising denied. Google receives online identifiers, browser/device details and usage events when analytics is enabled. Read how Google uses information from sites using its services. Analytics reporting retention and provider processing are separate from the browser-storage lifetimes listed above.

9. Retention

Quote enquiries currently remain in our internal system unless they are removed following a privacy request or a records review; an automatic deletion schedule is not currently in place. You may contact us to request deletion or ask why a record is still held. We assess requests against ongoing service needs, necessary business records, disputes and applicable legal obligations. We do not promise that every record can be deleted immediately.

Device passcodes, account passwords and copies of recovered customer files are not retained in our service records. You can contact us to request deletion of other information. We will explain any applicable reason why particular records must be retained rather than promise that every record can be deleted immediately.

10. Safeguards

We use safeguards appropriate to the sensitivity of the information and the way it is handled. Our website uses HTTPS for transmitting quote requests, and the connection to our service-management provider is made through the server rather than by exposing its access credentials in the customer’s browser.

No method of transmission or storage can be guaranteed completely secure. Please contact us promptly if you believe information connected with your UrbanPlug service has been handled improperly. We will assess privacy incidents and respond, including giving notices where applicable law requires them.

11. Your choices and privacy requests

You can ask about our handling of your information, request access or correction, or withdraw consent where applicable, subject to legal and contractual limitations. Withdrawing information necessary for a repair may prevent us from completing that service; we will explain that consequence.

We may need to verify your identity before providing information or acting on a request. We may restrict access where required or permitted by law, including to protect another person’s information, and will explain applicable reasons. If a concern is not resolved, you may contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.

12. Changes to this policy

We will update this policy when our practices materially change and show the current revision date on the published version. Where required, we will provide additional notice or obtain consent before using information for a new purpose.