Privacy Policy
Effective date: October 28, 2026 · Last updated: October 28, 2026
Frank Mugisha, doing business as Pilot Light ("Pilot Light," "we," "us" or "our"), is based in Quebec, Canada. We help residential HVAC companies in the United States and Canada answer every call, follow up on estimates and see where their jobs come from. This policy explains, in plain language, what personal information we collect, why, how we use and protect it, and your rights. It applies when you visit pilotlightagency.com (the "Site"), contact us, book a call with us or use our services.
"Personal information" means any information about a person that can identify them, directly or indirectly, such as a name, email address or phone number.
Privacy at a glance
| Do we sell your personal information? | No. We don't sell it, and we don't share it for targeted advertising. |
|---|---|
| What do we collect? | What you give us (such as your name, company, email and phone number) and, only if you accept, basic information about how you use our Site. |
| Why? | To respond to you, schedule and hold calls, provide our services and improve our Site. |
| Who do we share it with? | Only service providers who help us run our business, our clients for their own information, and authorities when the law requires it. |
| Where is it stored? | Mostly in the United States, with providers bound by contract to protect it (Section 5). |
| Text messages | We never share your mobile number or text-messaging consent with third parties for their marketing. Reply STOP to opt out at any time. |
| Your rights | Access, correct, delete or move your information, or withdraw your consent, by emailing privacy@pilotlightagency.com. |
1. Who is responsible for your information
Under Quebec law, the person with the highest authority in a business is responsible for protecting personal information. At Pilot Light, that is our owner, who is our Privacy Officer:
Frank Mugisha, Owner and Person in charge of the protection of personal information
Email: privacy@pilotlightagency.com
Mail: 2050 Duff Court, Montreal, Quebec H8S 1E1, Canada
Contact our Privacy Officer with any question, request or complaint about your personal information.
2. What we collect, and how
We collect only the information we need for the purposes in Section 3.
| How we collect it | What we collect |
|---|---|
| Forms on our Site, such as our free missed-call audit | Your name, company, email, phone number, website, number of trucks, best time to call, and whether you agree to receive text messages |
| Our online booking calendar | Your name, email, phone number, the time you choose and your answers to booking questions |
| Emails, phone calls and text messages | Your contact details and what you tell us |
| Video calls (for example, Zoom) | Notes and, only if you agree at the start of the call, a recording and transcript |
| Cookies and similar technologies | See Section 6 |
| Public sources | Business information about HVAC companies from their websites and online business listings, such as the company name, business phone and email, and the names of owners or managers where they are publicly listed |
| Clients, when they sign up | Billing contacts, onboarding details (such as booking rules and the business details needed for text-messaging registration) and access they choose to give us to their business tools |
Payments are handled by our payment processor. We don't store full card numbers.
We don't ask for sensitive information, such as government ID numbers, financial account numbers or health information. Please don't send it to us.
3. Why we use your information
| Purpose | Examples |
|---|---|
| Respond to you and provide what you ask for | Run your free missed-call audit, schedule calls and send reminders, answer your questions |
| Provide and support our services | Set up and operate client systems, prepare reports, handle billing and support |
| Communicate with you | Service messages, onboarding reminders, and occasional emails about our services, which you can opt out of at any time |
| Improve our Site and services | Understand which pages are useful, fix problems and improve how we work |
| Keep our business safe and meet our legal obligations | Prevent fraud and misuse, protect our systems and keep required records |
We use your information only for these purposes, or for a new purpose if you agree or the law allows it.
AI tools. We use automated tools, including AI, to help summarize calls, prepare notes and draft messages. A person at Pilot Light reviews this work. We don't make decisions about you based only on automated processing.
4. Who can see your information, and who we share it with
Inside Pilot Light: only our owner, and any employee or contractor who needs the information to do their job. Anyone with access must keep it confidential.
Service providers. These companies collect or hold information for us, and may use it only to provide their services to us:
| Service | Provider |
|---|---|
| Customer management, scheduling, phone calls and text messages | HighLevel (LeadConnector) |
| Business email, documents and spreadsheets | Google Workspace |
| Video meetings | Zoom |
| Domain and website services | Cloudflare |
| Website analytics (only if you accept analytics cookies) | Google Analytics |
| Payment processing | Our payment processor |
We may also share information:
- With our clients, when we handle information on their behalf (Section 9). That information belongs to them.
- For legal reasons, to comply with the law or a court order, or to protect the rights and safety of Pilot Light, our clients or others.
- In a business transfer, if Pilot Light is merged or sold, subject to this policy and the law.
- With your consent, or at your request.
We do not sell personal information, and we do not share it for targeted advertising.
Mobile information
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
5. Information stored outside Quebec
The service providers in Section 4 store and process personal information outside Quebec, mainly in the United States. Before we communicate personal information outside Quebec, we assess whether it will be adequately protected. We consider how sensitive it is, why it is being used, the safeguards in place, including our written agreements with the provider, and the laws of the place where it will be stored.
Information stored outside Quebec is subject to the laws of that place, and may be accessible to its courts, law enforcement and national security authorities.
6. Cookies, analytics and online tracking
Cookies are small files a website saves in your browser.
- Essential cookies make our Site, forms and booking calendar work. They are always on.
- Analytics cookies (Google Analytics) tell us which pages visitors use, how long they stay, their device and browser type, and their approximate location. They are off by default. We turn them on only if you click "Accept" in our cookie banner. You can change your choice at any time with the "Cookie settings" link in our footer, or with the Google Analytics opt-out browser add-on. Learn how Google uses information from sites that use its services.
We don't use advertising cookies or pixels, and we don't use any technology to locate you precisely or to build a profile of you.
Global Privacy Control. We treat a Global Privacy Control (GPC) signal from your browser as declining analytics cookies. There is no common standard for "Do Not Track" signals, so our Site doesn't respond to them differently.
7. Your choices
- You don't have to give us your information. If you don't, we may not be able to answer your request, book a call or provide our services.
- Text messages are optional. Agreeing to receive texts is not a condition of booking a call or using our services.
- Marketing emails: use the unsubscribe link in any email.
- Analytics cookies: decline them, or change your choice at any time (Section 6).
8. Text messages and calls
If you agree to receive text messages from Pilot Light, we'll text you about your missed-call audit, calls you've booked with us and, if you're a client, your service. Message frequency varies. Message and data rates may apply. Reply HELP for help or STOP to opt out at any time. Agreeing to receive texts is not a condition of using our services or booking a call. For full details, see our SMS Terms.
When you call us or meet with us by video, we may record the call for quality and training. We'll tell you at the start, and you can ask us not to record.
We send commercial emails and text messages only in line with anti-spam laws, including Canada's Anti-Spam Legislation (CASL) and the U.S. CAN-SPAM Act. Every marketing message identifies Pilot Light and includes an easy way to unsubscribe, and we process unsubscribe requests within 10 business days.
9. Information we handle for our clients
Our services answer calls and messages on behalf of HVAC companies. When we do this, we handle information about our clients' customers, such as a homeowner's name, phone number, address, details about their heating or cooling system, and call recordings and transcripts.
In this role, we act as a service provider to our client: the client decides how the information is used, and we use it only to provide our services to that client, under our contract with them. We don't sell this information or use it for our own marketing.
If you're a customer of one of our clients, that company's privacy policy applies to your information. Please contact them directly. If you contact us instead, we'll forward your request to them and help them respond.
10. How long we keep information
| Information | How long we keep it |
|---|---|
| Prospects and business contacts | Up to 24 months after our last contact, unless you ask us to delete it sooner |
| Recordings and transcripts of calls with us | Up to 12 months |
| Client account and contract records | For the length of the contract, then as long as needed for legal, tax and accounting purposes |
| Information we handle for clients | For the length of the contract and up to 30 days after it ends, unless the client asks us to return or delete it sooner, or the law requires us to keep it longer |
| Website analytics | Up to 14 months |
When we no longer need information, we securely destroy it or anonymize it as the law allows.
11. How we protect information, and security incidents
We use reasonable safeguards to protect personal information, including two-step sign-in on our accounts, encrypted connections, and access limited to people who need it. No system is completely secure, so we can't guarantee absolute security.
If a confidentiality incident (such as unauthorized access, loss or disclosure of personal information) creates a risk of serious injury, we will promptly notify the Commission d'accès à l'information du Québec and the people affected, and any other authority the law requires. We keep a record of all confidentiality incidents.
12. Your rights
Wherever you live, you can ask us to:
- Access the personal information we hold about you, and learn how we use it and who we share it with;
- Correct information that is wrong, incomplete or out of date;
- Delete your information, when we no longer need it or the law allows;
- Move it: receive information you gave us in a structured, commonly used technological format, or have it sent to another organization;
- Withdraw your consent to a use of your information, subject to legal or contractual limits;
- Stop marketing messages, using the unsubscribe link in any email, or by replying STOP to any text.
Residents of Quebec can also ask us to stop sharing their information, or to remove links to it, when sharing it breaks the law or a court order, or causes serious harm to their reputation or privacy.
Residents of other provinces have rights under Canada's federal privacy law (PIPEDA) and, in Alberta and British Columbia, their provincial laws.
Residents of some U.S. states, including California, Texas, Virginia and Colorado, may have similar rights under state law, including the right to opt out of the sale of personal information, targeted advertising and certain profiling (we don't do any of these), and to appeal our decision on a request.
How to make a request. Email privacy@pilotlightagency.com with the subject line "Privacy request," or write to our Privacy Officer at the address in Section 16. We'll confirm we received it and may ask you to confirm your identity, usually by confirming your email address or phone number. We'll answer within 30 days. Requests are free, although we may charge a reasonable fee for copying or sending information where the law allows, and we'll tell you first. We won't treat you differently for using your rights.
If you disagree with our answer. We'll explain any refusal in writing. You can reply with the subject line "Privacy appeal" and we'll review it within 30 days. You can also complain to:
- the Commission d'accès à l'information du Québec, if you are in Quebec or your concern involves our handling of information in Quebec;
- the Office of the Privacy Commissioner of Canada, or your provincial privacy commissioner;
- your state attorney general, if you live in the United States.
If you're a customer of one of our clients, please send your request to that company (Section 9).
13. How we govern personal information
These are the rules we follow inside Pilot Light:
- Roles: our Privacy Officer (Section 1) is responsible for how we protect personal information, answers requests and complaints, and keeps our records of confidentiality incidents. Anyone who works with us is told about these rules and must keep information confidential.
- Before a new project or tool that involves personal information, including one that stores it outside Quebec, we assess the privacy risks first.
- Keeping and destroying information: we follow the periods in Section 10, then securely destroy or anonymize the information.
- Complaints: send them to our Privacy Officer at privacy@pilotlightagency.com. We'll confirm we received your complaint, look into it, and answer in writing within 30 days. If you're not satisfied, you can contact the authorities in Section 12.
14. Children
Our Site and services are made for businesses, not children. We don't knowingly collect personal information from anyone under 14. If you believe a child has given us personal information, contact us and we'll delete it.
15. Changes to this policy
We may update this policy from time to time. When we do, we'll change the "Last updated" date at the top. If we make important changes, we'll tell clients by email and post a notice on our Site before the changes take effect.
16. Contact us
For any question, request or complaint about this policy or your personal information:
Frank Mugisha, doing business as Pilot Light
Privacy Officer: Frank Mugisha, Owner and Person in charge of the protection of personal information
Mail: 2050 Duff Court, Montreal, Quebec H8S 1E1, Canada
Email: privacy@pilotlightagency.com