Privacy Policy

Effective Date: July 27, 2026

Cactus Moving Inc. - website visitors, customers, prospective customers, claimants, job applicants, and service partners

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1. Scope and accountability

This Privacy Policy explains how Cactus Moving Inc. ("Cactus Moving", "we", "us", or "our") collects, uses, discloses, stores, and protects personal information when you:

• visit or interact with cactusmoving.ca or our online quote and booking forms;
• request a quote, book or receive local, long-distance, cross-border, packing, storage, or related services;
• communicate with us by phone, email, SMS, social media, or another channel;
• submit a claim, complaint, review, payment, or employment application; or
• otherwise deal with Cactus Moving in a commercial or professional capacity.

This Policy is intended to operate under applicable privacy laws, including the Personal Information Protection and Electronic Documents Act (Canada), Alberta's Personal Information Protection Act, British Columbia's Personal Information Protection Act, and other laws that may apply to a particular transaction.

Cactus Moving designates a Privacy Officer who is responsible for this Policy and for receiving privacy questions, access requests, correction requests, and complaints.

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2. What personal information means

Personal information is information about an identifiable individual. It may include information that identifies you directly, information linked to you, and information that can reasonably be combined with other information to identify you. It does not generally include business contact information used solely to communicate with a person in their professional capacity, where applicable law excludes that information.

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3. Personal information we may collect

Form submissions are initially sent to our secure business email (Gmail). Once reviewed, relevant information is stored in our internal CRM platform, MovePlnr, which is accessible only to our trained internal team.

3.1 Identity and contact information

• name, signature, date of birth where reasonably required, and contact details;
• home, pickup, delivery, billing, and storage addresses;
• email address, telephone number, emergency contact, and preferred language;
• government-issued identification details where required for fraud prevention, insurance, customs, or cross-border services.

3.2 Moving and service information

• inventory lists, estimated volume or weight, photographs, videos, floor plans, access details, parking information, elevator bookings, building rules, and special handling instructions;
• details about valuable, fragile, heavy, hazardous, restricted, or unusual items;
• move dates, locations, routes, driver and crew records, GPS and timestamp information, proof of pickup or delivery, and customer instructions;
• storage location, vault or rack assignment, access requests, and release instructions.

3.3 Billing and payment information

• billing name and address, invoices, deposits, payment history, refunds, credits, disputed balances, and collection records;
• payment-card information submitted to a payment processor. Cactus Moving may receive a token, last four digits, card type, authorization result, and transaction details rather than the full card number;
• information necessary to prevent fraud, verify authorization, respond to chargebacks, and enforce payment obligations.

3.4 Cross-border and customs information

• passport, visa, permanent-resident, work-permit, study-permit, immigration-status, customs, ownership, and residency documents where reasonably required for a Canada-United States or other international move;
• customs declarations, goods-to-follow lists, manifests, packing lists, declared values, and information required by customs brokers, carriers, insurers, or government authorities.

3.5 Communications, claims, and customer service

• emails, text messages, chat messages, call notes, and other communications;
• call recordings where we provide notice and recording is permitted by law;
• complaint and claim details, photographs, receipts, repair estimates, medical or accessibility information voluntarily provided and relevant to the service, witness information, and settlement records;
• reviews, survey responses, referrals, and feedback.

3.6 Website and device information

• IP address, browser type, device identifiers, operating system, referring page, pages viewed, links clicked, form activity, approximate location, and date/time information;
• cookie identifiers, advertising identifiers, analytics data, and attribution information from services such as Google Analytics, Google Ads, Meta Pixel, Bing Ads, Semrush, or replacement services used from time to time.

3.7 Recruitment and business-partner information

• resume, employment history, qualifications, references, work authorization, interview notes, background information where permitted, and payroll or contractor details;
• business contact and compliance information relating to subcontractors, carriers, vendors, landlords, and other service partners.

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4. How we collect information

We may collect personal information:

• directly from you through forms, quotes, contracts, calls, emails, text messages, in-person interactions, and service delivery;
• from a person authorized to act for you, such as a family member, employer, relocation company, property manager, consignee, or payer;
• from service providers and partners, including payment processors, referral partners, insurers, carriers, customs brokers, building managers, fraud-prevention providers, and collection agencies;
• automatically through cookies, pixels, analytics, server logs, and similar technologies;
• from public or lawfully available sources where permitted.

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5. Why we use personal information

We may use personal information for reasonable purposes connected to our business, including to:

• prepare estimates, verify inventory and access conditions, confirm bookings, schedule crews and vehicles, and perform services;
• communicate about quotes, appointments, delays, delivery windows, documentation, payments, claims, complaints, and follow-up;
• process deposits, invoices, refunds, credits, payment plans, collections, and chargeback responses;
• coordinate long-distance and cross-border transportation, customs documentation, insurance, storage, delivery, and third-party carriers;
• protect customers, workers, property, vehicles, systems, and business operations; prevent fraud and investigate incidents;
• document pre-existing damage, service performance, pickup, delivery, storage, and customer instructions;
• administer claims, coverage, repairs, complaints, quality assurance, training, and dispute resolution;
• improve operations, MovePlnr and other internal systems, website performance, advertising effectiveness, and customer experience;
• comply with tax, accounting, insurance, transportation, customs, court, regulatory, and legal requirements;
• recruit, manage, and evaluate employees, contractors, and service providers;
• send marketing communications where you have consented or where otherwise permitted by law.

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6. Consent and withdrawal

We obtain express or implied consent as appropriate to the sensitivity of the information, the purpose, the method of collection, and applicable law. In some circumstances, we may collect, use, or disclose information without consent where authorized or required by law.

You may withdraw consent to optional uses, including marketing, subject to legal or contractual restrictions and reasonable notice. Withdrawal may limit our ability to provide a quote or service where the information is necessary to perform the service, meet safety requirements, process payment, complete customs clearance, or comply with law.

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7. Cookies, analytics, and advertising

Our website may use:

• essential cookies required for security, form processing, fraud prevention, and storing privacy preferences;
• analytics cookies that help us understand website usage and improve performance;
• advertising and measurement technologies that help attribute quote requests and measure campaigns;
• preference cookies that remember optional website settings.

Where required, optional cookies will be used only after you make a choice through our cookie banner or privacy settings. You may also control cookies through your browser, although disabling essential or functional cookies may affect website features. Third-party providers process information under their own terms and privacy policies.

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8. Marketing, email, and SMS

We send commercial electronic messages only with consent or as otherwise permitted by Canada's Anti-Spam Legislation and other applicable laws. Marketing emails will include an unsubscribe mechanism. For SMS, you may reply STOP to opt out and HELP for assistance. Message and data rates may apply. Service, safety, billing, delivery, and transactional communications may still be sent where necessary.

We do not sell or rent customer lists or telephone numbers. We do not share mobile opt-in information with third parties for their own marketing.

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9. When we disclose personal information

We may disclose personal information only as reasonably necessary for the purposes described in this Policy, including to:

• employees, contractors, affiliated operating entities, and authorized representatives who need the information to perform their duties;
• movers, drivers, subcontractors, freight carriers, warehouse operators, customs brokers, agents, repair providers, and destination partners;
• payment processors, banks, accountants, insurers, claims administrators, professional advisers, collection agencies, and credit-reporting services where lawful;
• CRM, email, telephone, SMS, cloud-hosting, document-management, security, analytics, advertising, and IT service providers;
• government, customs, border, police, courts, regulators, and other authorities where required or authorized by law;
• a prospective purchaser, lender, investor, or successor in connection with a proposed business transaction, subject to appropriate confidentiality and legal safeguards;
• another person with your consent or at your direction.

Service providers are expected to use personal information only for the services they provide to us and to protect it using appropriate safeguards.

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10. International transfers

Cactus Moving operates in Canada and provides services involving the United States. Personal information may be accessed, processed, or stored in Canada, the United States, or another jurisdiction where our authorized employees or service providers operate. Information in another jurisdiction may be subject to that jurisdiction's laws and lawful access by courts, regulators, or law-enforcement authorities.

We remain accountable for personal information transferred to service providers and use contractual, organizational, and technical measures appropriate to the sensitivity of the information.

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11. Retention and disposal

We retain personal information only for as long as reasonably necessary to provide services, maintain business and tax records, administer insurance and claims, resolve disputes, enforce contracts, meet legal requirements, and support legitimate operational needs. Retention periods vary by record type. When information is no longer required, we delete, anonymize, or securely destroy it, subject to backup and legal-hold requirements.

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12. Safeguards

We use administrative, technical, and physical safeguards appropriate to the sensitivity and volume of information, which may include access controls, authentication, encryption, secure payment processing, staff training, confidentiality obligations, logging, backups, vendor reviews, and secure disposal. No method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.

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13. Access, correction, and deletion requests

Subject to applicable law, you may request:

• access to personal information in our custody or control;
• information about how it has been used and disclosed;
• correction of inaccurate or incomplete information;
• withdrawal of consent for optional uses;
• deletion or de-identification where legally available and no retention obligation applies.

Requests must be made in writing. We may verify identity before responding. Access may be limited where permitted or required by law, including where information concerns another person, is protected by privilege, would reveal confidential commercial information, or must be retained for legal reasons. We will respond within the time required by applicable law.

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14. Photographs, videos, and testimonials

Cactus Moving may take photographs or videos for operational purposes, including inventory, pre-existing damage, loading, delivery, storage, safety, and claims. We will not use a customer's identifiable image or testimonial for public marketing without separate consent. You may withdraw marketing consent prospectively, but withdrawal will not require removal of materials lawfully published before withdrawal where removal is impracticable or subject to contractual rights.

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15. Children

Our website and services are not directed to children under 13, and we do not knowingly collect personal information directly from a child under 13 without consent from a parent or legal guardian. If you believe a child has provided information improperly, contact us.

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16. Privacy incidents

We investigate suspected privacy or security incidents and take reasonable steps to contain, assess, and remediate them. We will notify privacy regulators and affected individuals where required by applicable law, including where a breach creates a real risk of significant harm.

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17. Changes to this Policy

We may update this Policy to reflect changes in our services, technology, vendors, legal requirements, or practices. The current version will be posted on our website with a revised effective date. Material changes will be communicated where required by law.

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18. Contact and complaints

Privacy Officer: Cactus Moving Inc.

Email: hello@cactusmoving.ca

Mail Address: 4435 90 Ave SE, #200, Calgary, AB T2C 2S7, Canada

Telephone: +1 (403) 805-5855

Website: https://www.cactusmoving.ca

We will review privacy complaints in good faith. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada or the applicable provincial privacy commissioner.