PCH Builders Privacy Policy

1. Our Commitment

Professional Custom Homes Ltd., operating as PCH Builders (“PCH Builders,” “PCH,” “we,” “us,” or “our”) is committed to protecting the privacy of our home buyers, prospective buyers, investors, business contacts, contractors, and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you interact with us, including when you visit pchbuilders.ca and any subdomains we operate, submit an inquiry, register interest in a project, enter into a purchase agreement, or otherwise communicate with us.

This Policy is based on the Personal Information Protection and Electronic Documents Act (“PIPEDA”) and the Personal Information Protection Act (Alberta) (“PIPA”). We approach personal information with one operating principle: when in doubt, we choose the option that protects you.

2. Privacy Officer

PCH Builders has designated a Privacy Officer who is accountable for our compliance with this Policy and applicable privacy legislation.

• Privacy Officer: Gursharan Pabla
• Email: renfrew@pchbuilders.ca
• Phone: 403-808-2932
• Address: 2535 3 Ave SE, Unit 400, Calgary, Alberta

You may contact the Privacy Officer with any questions, concerns, requests, or complaints related to your personal information.

3. What This Policy Covers

This Policy applies to all personal information we collect through:

• Our website at pchbuilders.ca and any subdomains we operate (the “Site”)
• Inquiry, contact, and registration forms (whether submitted on our Site, by email, by phone, or in person)
• Purchase agreements and the home-buying process
• Third-party listing platforms and partner brokerages where our homes are advertised
• Marketing and communications channels (email, SMS, social media)
• Any other interaction with PCH Builders

This Policy does not apply to websites or services operated by third parties, even when accessed via links from our Site. Those third parties have their own privacy practices.

4. Definitions

The following terms are used throughout this Policy:

“Personal Information” means any information about an identifiable individual, whether recorded or not. Examples include name, address, email, phone number, date of birth, government-issued ID, financial information, employment information, and online identifiers such as IP addresses.

“Sensitive Personal Information” means a subset of Personal Information that carries a heightened expectation of privacy due to its nature, including financial information, credit history, banking details, government-issued identification, employment income, and information about minors. Sensitive Personal Information requires express consent and heightened safeguards.

“Consent” means a voluntary agreement to the collection, use, or disclosure of Personal Information. Consent may be express (given explicitly, in writing or orally) or implied (reasonably inferred from your actions). For Sensitive Personal Information, only express consent is sufficient.

“Disclosure” means making Personal Information available to a party outside PCH Builders, including service providers and authorities.

“Service Provider” means a third-party organization engaged by PCH Builders to perform services on our behalf (for example, our CRM, hosting, analytics, or financing-coordination providers). Service providers are contractually required to handle Personal Information only for the purposes we specify.

“Buyer” means any individual who has entered into a purchase agreement with PCH Builders, whether currently or formerly.

“Prospective Buyer” means any individual who has inquired about a home, registered interest in a project, or otherwise expressed interest in purchasing from us.

“Site” means our website at pchbuilders.ca and any subdomains we operate.

“PIPEDA” means the Personal Information Protection and Electronic Documents Act (Canada).

“PIPA” means the Personal Information Protection Act (Alberta).

5. Personal Information We Collect

“Personal Information” means any information about an identifiable individual. We may collect the following categories of personal information:

• Contact Information: First and last name, mailing and residential address, email address, telephone numbers.
• Identity Verification Information: Government-issued ID, date of birth, where required to complete a purchase transaction.
• Buyer and Eligibility Information: Household composition, intended use (primary residence or investment), and information relevant to your purchase interest.
• Financial Information: Financing status, mortgage pre-approval details, deposit and payment information, and information relevant to completing a purchase agreement.
• Transaction Information: Purchase agreement details, unit selection, deposit history, communications with our staff and our partner brokerage, and possession arrangements.
• Website Activity: IP address, browser type, device information, pages viewed, time spent on Site, referring URL, and similar technical data collected automatically by cookies and analytics tools.
• Marketing Preferences: Email and SMS subscription preferences, communication history.
• Audio Recordings: From time to time, telephone calls may be recorded for quality assurance, training, and conflict resolution. Where required by law, you will be informed.

Sensitive Personal Information

Some of the information we collect, particularly financial information, financing details, and government-issued identification, is considered Sensitive Personal Information. For Sensitive Personal Information, we rely on express (not implied) consent. We collect this category only when necessary to process a purchase, verify eligibility, or comply with legal obligations. We apply heightened safeguards to its storage, access, and disposal.

6. Why We Collect Personal Information

We collect, use, and disclose your personal information for the following purposes:

• To respond to inquiries and provide information about available homes and projects
• To process your interest in a purchase, including coordinating with our partner brokerage
• To prepare and administer purchase agreements, deposits, and possession
• To coordinate financing, legal, and closing processes with the providers you choose or that you authorize us to work with
• To provide requested materials, including investor and project information
• To send marketing and promotional communications you have consented to receive, including information about new projects, releases, and events
• To improve our Site, services, and marketing
• To comply with applicable laws, regulations, court orders, and lawful requests from authorities
• To protect our legal rights, property, and the safety of our staff, buyers, and the public
• To pursue collection of amounts owed or enforce purchase obligations

If we want to use your personal information for a new purpose not described above, we will obtain your consent before doing so unless the law permits otherwise.

7. How We Collect Personal Information

We collect personal information directly from you when you:

• Submit an inquiry or registration form on our Site
• Email, call, text, or meet with our staff or our partner brokerage
• Enter into a purchase agreement
• Communicate with us during and after your purchase

We also collect personal information from third parties, including:

• Our partner brokerage and real estate listing platforms where you submit inquiries
• Financing providers and, where you authorize it, lenders and mortgage brokers
• Government agencies and public records (where lawful)
• Social media platforms (when you interact with our profiles)

We also collect website activity passively through cookies and similar technologies. See Section 11.

8. Consent

By providing personal information to us, or by authorizing a third party to do so on your behalf, you consent to the collection, use, and disclosure of that information in accordance with this Policy.

You may withdraw your consent at any time, subject to legal or contractual restrictions and on reasonable notice. Withdrawing consent may limit our ability to provide services to you (for example, we may be unable to advance a purchase without the information needed to complete it). To withdraw consent, contact our Privacy Officer.

For Sensitive Personal Information, we require express consent before collection.

9. Who We Share Personal Information With

We do not sell your personal information. We disclose personal information only in the following circumstances:

• Service providers: Companies we engage to provide services on our behalf, including our customer relationship management platform (Follow Up Boss), website hosting (Cloudflare), and analytics providers (Google Analytics and Microsoft Clarity). These providers are contractually required to handle your information only for the purposes we specify and to safeguard it appropriately.
• Partner brokerage and transaction parties: Where necessary to advance your purchase, including our partner brokerage and, where you authorize it, your lawyer, lender, or mortgage broker.
• Legal and regulatory: Where required by law, court order, regulatory body, or law-enforcement request; or where necessary to protect our legal rights, property, or the safety of others.
• Business transactions: In the event of a sale, merger, financing, or restructuring of PCH Builders, your information may be transferred as part of the transaction. We will require any successor to honour the commitments in this Policy.
• With your consent: In any other circumstance where you have authorized disclosure.

Cross-border Storage

Some of our service providers store and process personal information outside of Canada (including in the United States). When personal information leaves Canada, it may be subject to the laws of the foreign jurisdiction, including lawful access by foreign authorities. We require our service providers to apply protections comparable to those required by Canadian law.

10. Retention and Disposal

We retain personal information only as long as necessary to fulfil the purposes for which it was collected or to meet legal, regulatory, accounting, or audit requirements. For example:

• Inquiry and lead records: retained for up to 24 months from last contact
• Buyer transaction records: retained for the duration of the purchase relationship plus 7 years for tax and legal purposes
• Website analytics data: retained according to our analytics providers' standard retention windows

When personal information is no longer needed, we securely destroy, erase, or anonymize it.

11. Cookies, Analytics, and Tracking Technologies

Our Site uses cookies and similar technologies to operate the Site, understand how visitors use it, and improve performance. The categories we use are:

• Necessary cookies. Required for the Site to function (e.g., remembering form state). Cannot be disabled.
• Analytics cookies. Help us understand visitor behaviour in aggregate. We use Google Analytics 4 (GA4) and Microsoft Clarity for this purpose. These tools may collect your IP address, browser and device information, pages visited, and referring URLs. Data is used primarily in aggregate form.
• Advertising cookies. We use the Meta Pixel to measure the performance of our advertising and to reach people who have shown interest in our projects. You can manage ad personalization through your settings on the relevant platform.

You can control cookies through your browser settings. Disabling certain cookies may affect Site functionality.

You can opt out of Google Analytics tracking by installing Google's browser opt-out add-on, available at tools.google.com/dlpage/gaoptout.

12. Commercial Electronic Messages (Email and SMS)

If you have consented to receive marketing emails or SMS messages from us, you may receive communications about:

• New project releases and upcoming homes
• Pricing updates and incentives
• Events and project milestones
• Information relevant to your inquiry or purchase

You may unsubscribe from marketing emails at any time using the unsubscribe link in any email, or by replying STOP to any marketing SMS message. Transactional messages (such as appointment confirmations or purchase-related notices) are not included in the unsubscribe.

Standard message and data rates may apply to SMS, depending on your mobile carrier.

13. Safeguards

We protect personal information using physical, organizational, and technological safeguards appropriate to its sensitivity. These include:

• Restricted physical access to offices and document storage
• Role-based access controls within our digital systems
• Encryption of data in transit (HTTPS) and at rest where appropriate
• Multi-factor authentication on sensitive systems
• Regular review and update of security practices
• Staff training on privacy obligations

No method of electronic storage or transmission is 100% secure. While we use commercially reasonable practices to protect your information, we cannot guarantee absolute security.

14. Your Rights

You have the following rights regarding your personal information:

• Access: You may request a copy of the personal information we hold about you, the purposes for which it was collected, and the third parties with whom it has been shared.
• Correction: You may request correction of inaccurate or incomplete information.
• Deletion: You may request deletion of your personal information, subject to legal or contractual restrictions (for example, we may be required to retain transaction records for tax purposes).
• Withdrawal of consent: You may withdraw consent to our collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions.

To exercise these rights, contact our Privacy Officer. We will respond within 30 days, or notify you if additional time is required. We may need to verify your identity before processing a request.

In limited circumstances, we may be unable to fulfil your request. For example, where doing so would reveal another person's personal information or where retention is required by law. We will explain the reason in writing.

15. Complaints

If you believe PCH Builders has not complied with this Policy or applicable privacy law, please contact our Privacy Officer first. We take all complaints seriously and will investigate promptly.

If your concern remains unresolved, you may contact:

16. Links to Other Websites

Our Site may include links to third-party websites, including social media platforms, partner businesses, and listing platforms. Those sites have their own privacy practices, which differ from ours. We are not responsible for the content or practices of third-party sites. We encourage you to review their privacy policies before providing any personal information.

17. Changes to This Policy

We may update this Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make changes, we will update the “Last updated” date at the top of this Policy. Material changes will be communicated through our Site or by direct notice.

Your continued use of our Site or services after a change takes effect constitutes acceptance of the updated Policy.

18. Contact Us

For any questions, requests, or complaints related to this Policy or your personal information: