Your privacy, in plain terms.
This policy explains what personal information DreamLabX collects, why we collect it, who we share it with, and how we protect it — whether you book online, call the shop, or pay at the counter.
Who we are
DreamLabX is an automotive detailing business operating at 391 Avondale Street, Units A & B, Hamilton, Ontario, as a general partnership between Nick Hour and Suki Hoeun. We're subject to Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), which governs how private-sector businesses collect, use and disclose personal information.
This policy covers information collected through dreamlabx.com, our online and phone booking, our in-shop point-of-sale system, our gift card program, and any call, text or email you exchange with us.
Information we collect
We collect only what we need to book, complete and follow up on your service. Depending on how you interact with us, that can include:
Name, phone number, email address, and — when you book a pickup or drop-off — the address we're collecting from or delivering to.
Make, model and licence plate, the packages and add-ons you've booked, ceramic coating and warranty dates, service notes, and before/after photos of your vehicle kept to document the work and support warranty claims.
All card payments — in person on our Stripe Reader, or online through our booking and payment pages — are processed directly by Stripe. Our own systems never see or store your full card number; we retain only the card's last four digits, its brand, and a Stripe transaction reference, so we can look up a past sale.
Records of calls, texts, WhatsApp messages and emails you send us — including calls or texts handled in part by our AI-assisted phone service, which draws on the same booking and customer records to answer questions and take messages.
Basic, aggregated analytics on how visitors use dreamlabx.com (pages viewed, general location, device type), and anything you submit through a form on the site, such as a custom-quote request.
How we use it
We use your information to:
- Schedule, confirm and remind you of appointments, and coordinate pickup or drop-off
- Process payments and deposits, and send receipts
- Keep a service and warranty history for your vehicle, including ceramic coating and interior stain protection windows
- Respond to calls, texts, emails and quote requests
- Maintain accounting and tax records
- Improve our service, scheduling and shop operations
- Send offers, promotions or referral updates — only if you've agreed to receive them, and you can opt out at any time
We don't use your information for anything beyond running DreamLabX, and we never sell your personal information.
Where your information is stored
Our in-shop point-of-sale system stores your customer, vehicle and sales records on servers located in Montreal, Quebec. Some processing of that same data — the application logic that runs the till itself — takes place on servers located in the United States (Ohio).
This kind of cross-border processing is permitted under PIPEDA, but the law requires us to tell you plainly: when personal information is processed outside Canada, it may become accessible to courts, law enforcement and national security authorities in that country under their laws. Several of the third-party services we rely on (listed below) are U.S.-headquartered and may similarly store or process information in the United States.
We choose service providers with strong security and privacy commitments, and we limit what each one receives to only what it needs to do its job. If you'd like more detail on where a specific piece of your information is processed, contact us and we'll do our best to answer.
How long we keep it
We keep customer, vehicle and service records for as long as you're an active customer, plus a reasonable period after — largely so we can honour ceramic coating and interior stain warranties, which run up to four years. Financial and tax-related records are kept for at least six years, as Canadian tax law requires. Once information is no longer needed for these purposes, we take reasonable steps to securely delete or de-identify it.
Keeping it secure
Access to our point-of-sale system is protected by a staff PIN and a time-limited session, and the connections it makes to payment and booking services use scoped, restricted keys — meaning each piece of software can only do the narrow job it's meant to do, nothing more. Data in transit is encrypted, and we rely on established, reputable providers for hosting and payment processing rather than building or storing sensitive systems ourselves.
No system is perfectly secure, and we can't guarantee against every risk — but we take reasonable, industry-standard steps to protect what you share with us.
Your rights
Under PIPEDA, you can:
- Ask what personal information we hold about you, and request a copy of it
- Ask us to correct information that's inaccurate or out of date
- Withdraw your consent to marketing communications at any time, with no effect on your ability to book service with us
- Ask questions about how we collect, use or share your information
To exercise any of these, contact us using the details below. If you're not satisfied with our response, you can bring a complaint to the Office of the Privacy Commissioner of Canada.
Children's privacy
Our services are directed at adults booking vehicle detailing, and we don't knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we'll remove it.
Changes to this policy
We may update this policy as our tools, vendors or services change — as we did when our new point-of-sale system went live. The "Effective" date at the top always reflects the latest version, and any material change will be posted here.
Contact us
Questions about this policy, or about your personal information? Reach us any of these ways.
DreamLabX · 391 Avondale Street, Units A & B, Hamilton, ON · Effective September 24, 2026