Privacy Policy

Effective Date: September 9, 2026

At LG Home Comfort, we are committed to protecting your privacy and safeguarding your personal information. This Privacy Policy outlines the types of information we collect, how we use it, the circumstances under which we may share it, and your rights under applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and relevant provincial legislation.

Scope of This Privacy Policy

This Privacy Policy applies to individuals who engage with LG Home Comfort, including customers (current, prospective, and former), website users, and individuals who interact with our services or representatives. This policy governs all personal information collected in the course of our business operations, including online and offline interactions.

We are committed to managing personal information in compliance with:

• Personal Information Protection and Electronic Documents Act (PIPEDA)
• Personal Information Protection Acts of Alberta and British Columbia
• Act Respecting the Protection of Personal Information in the Private Sector (Quebec), where applicable

Information We Collect and Why

We collect personal information necessary for delivering HVAC-related services, maintaining client relationships, and meeting legal requirements. This may include:

Types of Information Collected:

• Personal Details: Full name, address, telephone number, email address
• Service-Related Details:
  • HVAC system type, service history, home layout (for installation/repair).
  • Conversations and communications with LGHC’s team and its AI agents (Sarah and Claire), including chat transcripts from LGHC’s website, Facebook Messenger, email, SMS, and phone interactions.
• Payment Information: Credit card or banking details used to process payments
• Technical Information:
  • IP address, device identifiers, browser type, and usage patterns via cookies and similar technologies.
  • Chat session identifiers, channel of origin (e.g., website chat, Meta Messenger, lead ad submission), and interaction timestamps.

Why We Collect It:

• To deliver, manage, and improve our HVAC products and services
• To confirm appointments and respond to service requests
• To facilitate secure payment and billing
• To provide relevant promotional updates or offers (with your consent)
• To comply with legal and regulatory obligations
• To operate LGHC’s AI-powered customer service agents and to review their interactions for quality assurance and continuous improvement to better serve all customers.

Cookies and Online Tracking

We use cookies and similar technologies to:

• Enhance site functionality and user experience
• Collect analytics to optimize our website and offerings
• Display personalized ads and promotional content

You may adjust your cookie preferences through your browser settings. Disabling cookies may affect certain site functionalities.

Use of AI-Powered Customer Service

LG Home Comfort Inc. (“LGHC”) uses artificial intelligence (“AI”) agents to assist customers across our digital channels and platforms. The AI agents utilized are powered by Salesforce Agentforce and operate under LGHC’s direction.
You may encounter the following AI agents when interacting with LGHC:
• Sarah – an AI-powered virtual assistant available on lghomecomfort.ca. Sarah can answer questions about LGHC’s services, help with appointment scheduling, and direct inquiries to a member of our team.
• Claire – an AI-powered virtual assistant available through LGHC’s Meta channels, including, but not limited to, Facebook Messenger.
When you interact with Sarah or Claire:
• You are communicating with an automated system, not a human representative;
• Responses are generated by AI and may contain errors so always verify important information before acting on it;
• You may request to be connected with a human member of LGHC’s team at any time during your conversation by typing “human,” or verbally requesting a human representative; and
• Your conversation content — including messages you send and the agents’ responses — is recorded, stored in LGHCs customer relationship management system (Salesforce), and may be reviewed by our team to assist you and to improve our services.

All AI agents do not make final decisions on matters that legally or significantly affect you — such as service eligibility, pricing, or warranty determinations. Those decisions are reviewed and made by a human member of LGHC’s team.

Legal Grounds for Collecting Personal Information

We collect, use, and disclose personal information only with your:

• Explicit Consent – such as signing a consent form or selecting opt-in options online
• Implied Consent – such as providing your information to request services or information

You may withdraw your consent at any time by contacting our Privacy Officer. Withdrawal of consent may affect our ability to provide certain services.

How We Share Your Information

We do not sell your personal information. However, we may disclose your data to third parties in the following cases:

• Service Providers: LGHC engages trusted third-party service providers to support its business operations. These include:
  • Salesforce, Inc. – provides LGHC’s customer relationship management (“CRM”), marketing communications, and AI agent services. Salesforce may store and process your personal information at data centers operated by Salesforce or its sub-processors and subject to the laws of the province of Ontario.
  • Meta Platforms, Inc. – when you submit your information through a Meta lead ad or interact with any of LGHC’s AI agent on Facebook Messenger, Meta collects and shares your information with us in accordance with Meta’s terms and privacy policies.
  • HVAC installation, maintenance, and repair contractors who deliver services to you on LG.’s behalf.
  • Payment processors who securely handle billing
  • IT, analytics, and marketing providers that support LGHC’s website, advertising, and operations.
• Legal Requirements: When required to comply with court orders, subpoenas, or lawful government requests
• Business Operations: For billing, collections, customer service, or dispute resolution

Where third parties operate outside Canada, your data may be subject to foreign laws and jurisdictions.

Text Messaging (SMS)

If you provide your mobile number and agree to receive text messages from LG Home Comfort, we use it to continue conversations you have started with us, to confirm and update appointments, to notify you when a technician is on the way, to request payment authorization for scheduled service, and, where you have asked for them, to send details of current offers or a written quote. Message frequency varies. Message and data rates may apply. Reply HELP or AIDE for help, or STOP or ARRET to opt out at any time.

No mobile information will be sold or shared with third parties or affiliates for marketing or promotional purposes. Consent to receive text messages is never purchased from, or shared with, third parties.

Our messaging terms are set out in our Terms and Conditions at lghomecomfort.ca/terms-and-conditions.

Protecting Your Personal Information

We maintain strict security protocols to protect your personal data from unauthorized access or misuse. These include:

• Employee training on privacy and data security
• Encryption and firewalls for electronic information
• Secure physical storage of paper records
• Access controls and authentication for data systems

While we take reasonable measures, no system can guarantee absolute security.

Data Retention and Disposal

We retain your personal information:

• As long as required to provide our services and meet business obligations
• In compliance with legal, regulatory, and accounting requirements
• According to our internal data retention policies

Data no longer required will be securely deleted or anonymized.

Your Rights

You have the right to:

• Request access to the personal information we hold about you
• Request corrections to inaccuracies in your data
• Withdraw consent for specific uses of your information
• Request to communicate with a human representative instead of an AI agent at any point during an interaction with LGHC

To exercise these rights, please contact our Privacy Officer.

Automated Decision-Making

LGHC does not use solely automated processing — including by any of its AI agents Sarah and Claire — to make decisions that produce legal or similarly significant effects about you, such as service eligibility, financing approval, or warranty determinations. All such decisions involve review by a human member of LGHC.
If LGHC ever introduces solely automated decision-making with significant effects, we will notify you in advance, explain how it works and the information used, and offer you the right to request a human review of the decision.

Complaints and Inquiries

If you have questions, concerns, or complaints about our privacy practices, please contact:

Privacy Officer
301 Bradwick Drive,
Vaughan, ON
L4K 1K5, Canada
Email: info@lghomecomfort.ca

We strive to respond to all inquiries within 30 days. If you remain unsatisfied, you may escalate the issue to the Office of the Privacy Commissioner of Canada or your applicable provincial regulator.

Updates to This Policy

This Privacy Policy may be amended from time to time to reflect changes in our business practices, technology, or legal obligations. We encourage you to review it periodically. Significant changes will be communicated through appropriate channels.

Last Updated: September 9, 2026