Horizon 2 Operations (H2Ops) Privacy Policy

1. Who We Are

Horizon 2 Operations ("H2Ops," "we," "us," or "our") operates H2Ops Dispatch, an Ottawa-area coordination service that helps homeowners submit home-maintenance requests and get matched with available independent contractors. H2Ops reviews each request and routes it to fitting contractors. Independent contractors perform the work and are paid directly by customers. Our coordination is SMS-first and uses phone, SMS, web forms, and related tools to capture, review, and route service requests.

This Privacy Policy explains how we collect, use, disclose, and safeguard personal information when we:

• Operate our website, including https://horizon2operations.com and related subdomains ("Sites");
• Provide H2Ops Dispatch coordination services, website forms, SMS coordination, and related operational services ("Services");
• Communicate with prospective customers, participating contractors, contractor representatives, and homeowners who interact with H2Ops Dispatch.

This Policy is designed to comply with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA), and is intended to be consistent with current and evolving Canadian privacy requirements.

2. Scope of This Policy

2.1 Who This Policy Applies To

This Policy applies to:

• Visitors to our Sites
• Prospective customers
• Homeowners who submit or discuss service requests
• Participating independent contractors and contractor representatives
• People who communicate with H2Ops Dispatch through our website, forms, phone, or SMS

2.2 Our Role as a Service Provider

When we process personal information to coordinate Dispatch requests, we use it to operate request intake, matching, confirmation, support, and communications workflows.

2.3 Exclusions

This Policy does not apply to third-party services, contractor-controlled activities, or customer-contractor communications outside H2Ops Dispatch.

3. Personal Information We Collect

3.1 Information You Provide Directly

Includes customer identity and contact details, account data, communications, forms, service request details, timing, urgency, scheduling preferences, and payment, invoice, receipt, or fee information where applicable.

Payment, invoice, receipt, or fee information may include contractor-side Dispatch fees, customer receipt/proof records, or payment instructions. In V1, H2Ops does not collect the full customer service job payment unless separate written terms say otherwise.

3.2 Information Collected Automatically

Includes IP, device info, usage data, and logs.

We may use basic logs, security monitoring, and analytics where enabled.

3.3 Information Processed for Dispatch Coordination

Includes caller data, customer messages, service-request records, addresses, service area, access notes, parking, gate, building, pet, occupant, timing, urgency, scheduling, support, dispute, issue, review, completion, consent status, and dispatch coordination history.

Request records may include photos, videos, documents, and other request media submitted for review, matching, scheduling, or support.

Contractor records may include contractor profile, activation, availability, services and pricing, compliance, offer, job, message, and fee records. H2Ops may also process admin/operator notes, audit logs, and review or override history.

4. How We Use Personal Information

4.1 Service Delivery

We use personal information to:

• Receive, review, route, coordinate, and support home-service requests
• Power request matching and routing workflows
• Manage customer and contractor communications
• Maintain operational records needed to coordinate requests and matches

4.2 Communications and Support

• Support responses
• Service updates
• Prospect communication
• Marketing (where permitted)

4.3 Review and Routing Support

H2Ops may use software tools to support service-request classification, routing preparation, message drafting, and operational follow-up. H2Ops Dispatch remains human-reviewed before contractor offers are sent in V1.

4.4 Platform Improvement and Security

• Performance monitoring
• Fraud detection
• Feature development

4.5 Legal and Compliance

We may use personal information to:

• Comply with applicable laws and regulatory requirements
• Enforce our agreements and protect our legal rights
• Respond to lawful requests, investigations, or legal processes

H2Ops does not sell personal information. Mobile/SMS data is not shared for marketing.

5. How We Share Personal Information

5.1 Service Providers

We share personal information with trusted service providers that support our operations, such as cloud hosting, telephony and SMS carriers, email providers, analytics services, payment processors where applicable, authentication, database, and storage providers including Supabase where applicable, workflow tools, and support vendors. These providers are authorized to use personal information only as needed to perform services on our behalf and are subject to appropriate confidentiality and security obligations. A current list of key subprocessors is available upon request.

5.2 Dispatch Participants

Data may be shared with the relevant customer, contractor, or support party when needed to coordinate a Dispatch request. Contractors may receive request or job details needed to evaluate, accept, schedule, or perform work. Full customer contact details and full address are released only when operationally required and consistent with Dispatch rules.

H2Ops admins and operators may access customer, contractor, request, job, communication, fee, review, support, dispute, and audit records to operate H2Ops Dispatch.

5.3 Business Transactions

Data may transfer in mergers/acquisitions.

5.4 Legal Requirements

Disclosure where required by law.

5.5 H2Ops Dispatch SMS consent data

For H2Ops Dispatch, customers may provide SMS consent to receive operational messages related to non-emergency service-request coordination. Customers may also separately opt in to optional marketing SMS. Participating contractors may provide SMS consent to receive operational Dispatch coordination messages only. H2Ops Dispatch does not send contractor marketing SMS.

We will not share your opt-in to an SMS campaign with any third party for purposes unrelated to providing the services of that campaign. We may share personal data, including SMS opt-in or consent status, with service providers that help us provide messaging services, including platform providers, phone companies, and vendors who assist in the delivery of text messages.

Your mobile information will not be sold or shared with third parties for promotional or marketing purposes.

5.6 H2Ops Dispatch SMS Program

H2Ops Dispatch is an SMS-based, non-emergency coordination service for customers and participating independent contractors. Customer operational SMS may include intake questions, request status, booking coordination, contractor updates, rematch updates, escalation notices, and support messages. Customer marketing SMS is optional and only sent if the customer separately opts in. Contractor SMS is operational only and may include service-request opportunities, accept/decline prompts, booking coordination, customer-request status updates, rematch updates, escalation notices, and support messages. H2Ops Dispatch does not send contractor marketing SMS.

6. International Transfers

Data may be processed outside Canada with safeguards.

7. Data Retention

We retain personal information only for as long as reasonably necessary to:

• Maintain and manage customer and contractor relationships
• Complete request coordination, follow-ups, and related operational activities
• Meet legal, regulatory, tax, or accounting obligations

8. Your Rights

May include access, correction, deletion, withdrawal, or objection.

9. Security

We use safeguards including access controls, encryption, and monitoring.

H2Ops will assess any security incident and notify affected parties and regulators where required if there is a real risk of significant harm.

10. Children's Privacy

Our Services are not directed to individuals under 18.

H2Ops does not knowingly collect personal information from individuals below the age of valid consent in their jurisdiction.

Parents or guardians may contact H2Ops to request deletion of such data.

11. Contact Information

H2Ops / Horizon 2 Operations

Email: privacy@horizon2operations.com

Mailing Address: PO BOX 99900 PY 319 961, RPO Fallowfield, Nepean ON K2J 5M9, Canada

12. Changes to This Policy

We may update this Policy periodically.