Thunder Spray Inc. operates BorderCityPest.ca as the intake site and is the sole pest-control company permitted to receive and fulfil requests. This notice explains how personal information is collected, used, disclosed, retained, and protected when you use this website, submit a service request, call the intake line, or otherwise communicate with us.
1. Who is responsible
BorderCityPest.ca is not a separate pest-control service entity. Request information is kept within the systems and internal service team operated by Thunder Spray Inc. and is not sold or shared with another pest-control company. Any assessment, quotation, service agreement, scheduling, or pest-control work accepted is offered by Thunder Spray Inc..
2. Information we collect
Depending on how you contact us and what service you request, we may collect:
- Your name, telephone number, email address, and preferred contact method.
- The service address, municipality, postal code, property type, and access details.
- Pest signs, affected locations, timing, urgency, desired service window, and relevant safety or property considerations.
- Information you voluntarily provide about children, pets, tenants, allergies, operations, or other circumstances relevant to safe service review.
- Photographs or files you choose to provide, if uploads are enabled.
- Caller number, date, time, duration, routing outcome, recording, transcript, and intake summary, when applicable.
- Website and device information, subject to the site's configured cookie and consent controls.
- Communications, consent records, and service-related records created while responding to the request.
Do not provide sensitive information that is not necessary for a pest-control request.
3. How we collect information
We collect information directly from you through forms, telephone calls, texts, emails, and conversations. We may also receive information from a property owner, manager, tenant representative, advertising or referral source, or another person authorized to request service for the property.
4. AI-assisted calls, recordings, and transcripts
The public intake line uses an AI receptionist to answer initial calls, ask structured questions, and prepare the request for internal service review.
When a call is recorded, the caller receives one recording notice before the AI receptionist begins. The AI does not repeat the notice or ask a second recording question. The call may be recorded and transcribed to document the request, support follow-up, maintain service and consent records, and review intake quality. The AI system may extract details and prepare a summary, but Thunder Spray Inc. remains responsible for every service decision and any work it accepts.
If you do not want to use a recorded call, end the call and email [email protected]. Email is the unrecorded intake alternative.
5. Why we use the information
We may use personal information to:
- Receive, review, route internally, and respond to a pest-control request.
- Confirm identity, contact details, service address, authorization, service area, and capacity.
- Understand the property, pest signs, timing, access, and safety considerations.
- Communicate about intake review, request status, contact attempts, and customer questions.
- Create and maintain contact, request, consent, call, and service records.
- Operate, secure, troubleshoot, and improve the website, phone line, forms, workflows, and customer-service process.
- Prevent misuse and meet applicable legal, accounting, insurance, regulatory, and recordkeeping obligations.
- Send optional marketing only when the required consent and unsubscribe process are in place.
Optional marketing consent is not a condition of submitting a service request.
6. How information is disclosed
Request information is not sold or shared with another pest-control company. It remains within the systems and internal service team operated by Thunder Spray Inc. for intake review and any service follow-up it accepts.
We may use service providers that support website hosting, customer relationship management, telephone and text services, AI-assisted intake, transcription, email, file storage, analytics, security, and business administration. Information may also be disclosed when required by law, to respond to lawful requests, investigate fraud or security incidents, protect legal rights or safety, or complete a business transaction subject to appropriate safeguards.
If a different provider or lead-sale model is introduced, the provider identity, disclosure, consent, this notice, and routing controls must be updated before any request is handed off. A request collected before that change requires fresh provider-specific notice and consent.
7. Automated tools and human review
Automated tools may ask intake questions, transcribe a call, extract fields, categorize a request, identify missing information, or prepare a summary. Those tools can make errors. A service request or categorization is not a diagnosis, quotation, appointment, or service decision. Thunder Spray Inc. reviews service fit and remains responsible for any work it accepts.
8. Consent and communication choices
You may choose whether to submit a form or continue with a recorded phone call, and may decline optional marketing without affecting service-request review. You may withdraw consent to optional uses at any time, subject to legal, contractual, safety, and recordkeeping limits. Service messages concern an active request; marketing messages, if enabled, will include sender identification and an unsubscribe method.
9. Cookies, analytics, and advertising
We do not currently use custom advertising pixels, third-party analytics tags, or a chat widget on this website. HighLevel may use essential platform technologies and built-in analytics to operate, secure, and measure the site and form. If optional analytics or advertising tools are added, this notice and any required consent controls must be updated before they are enabled.
10. Processing locations
Personal information is processed through HighLevel and service providers outside Canada. HighLevel identifies core storage and communications or AI processing in the United States and support services in India. Information transferred outside Canada may be subject to the laws of those jurisdictions. Contracted processors are limited to the processing needed to provide the services and are subject to data-protection obligations.
11. Retention
We retain identifiable information only while reasonably necessary for documented intake and service operations, follow-up, consent and opt-out records, fraud prevention, disputes, incidents, and legal or recordkeeping obligations.
Different records may be kept for different periods. Information associated with an active request, unresolved complaint, dispute, investigation, access request, or legal hold may be retained until the matter is completed and any applicable recourse period has expired. When identifiable information is no longer reasonably required for an identified purpose, we will delete it or anonymize it, subject to secure backups, platform-level retention, and lawful requirements.
HighLevel currently retains customer data while the account remains active and may retain certain logs and metadata for security, compliance, or statutory purposes. Because HighLevel does not currently offer custom platform-level retention schedules, deletion or anonymization within the account must be carried out through available account tools and verified against applicable backup and provider limitations.
12. Safeguards
We use administrative, technical, and physical measures appropriate to the nature of the information and systems involved. No website, call system, transmission, or storage method can be guaranteed completely secure.
13. Access, correction, and privacy questions
You may ask to access or correct personal information associated with you, ask how it has been used or disclosed, withdraw applicable consent, or raise a privacy concern. Some information may need to be retained or withheld where permitted or required by law. We may need to verify your identity before acting on a request. Do not send identity documents unless specifically requested through an approved method.
14. Information about other people
Only provide another person's information when you are authorized to do so and it is necessary for the request. For rental, multi-unit, or commercial properties, avoid adding unrelated tenant, employee, or customer details.
15. Children
The site is intended for adults requesting property service. A parent, guardian, property representative, or other authorized adult should submit the request when a child is involved.
16. Changes to this notice
We may update this notice as systems, vendors, services, or legal requirements change. The current version will be posted here with its effective date. Material changes should be brought to affected users' attention where appropriate.