Privacy policy

This policy covers the Glaciq website, enquiries, user accounts, subscriptions and use of our field service management service. Glaciq is operated by Golding Works Inc.

Contact info@glaciq.io for privacy questions or requests. We may need to verify your identity and the relationship of your request to a company account before acting.

We act as a controller for the personal data we use to manage enquiries, our customer relationship, account administration, service security and our own legal obligations.

For operational records a customer business enters into Glaciq, that business generally determines why the data is collected and acts as the controller. We process it on the business's behalf to operate the service. This can include information about its engineers, contacts and customers.

If your employer or a service contractor entered your information, contact that business about the underlying record. We can help identify the appropriate contact and assist with requests. Contact us about any data-processing agreement, instructions or safeguards needed for your business.

• Enquiries: your name, company, email, phone number, message, the page from which you contacted us, and marketing preferences.
• Accounts: work email, name, company membership, role, invitation and authentication records, and access history.
• Service records: customer contacts and addresses, sites and systems, job notes, photographs, signatures, engineer details, certification information, refrigerant movements, parts and recorded follow-up.
• Billing: company and tax details, Paddle customer and subscription identifiers, seat quantities, subscription status and relevant payment or refund records. Paddle collects payment-method details; Glaciq does not store full card numbers or security codes.
• Technical and support information: device/browser details, pages and actions, diagnostic events, performance information, support messages and, where enabled, error-session recordings.

Provide only information needed for your work or request. Avoid including unrelated sensitive personal information in notes, photos or support messages.

We use information to respond to enquiries, create and administer accounts, deliver job and record workflows, manage subscriptions, support users, investigate faults, prevent misuse and meet legal obligations.

Where GDPR or similar rules apply, our own processing relies on the relevant basis: performing a contract, legitimate interests in operating and securing the service and responding to business enquiries, consent for optional marketing, or a legal obligation. A customer business is responsible for the basis and notices for operational data it instructs us to process.

Marketing email is optional. You can unsubscribe using the link in an email or contact us to withdraw consent. Service, account and billing messages are separate from optional marketing.

Glaciq can send selected job write-ups and associated context to Anthropic to produce proposed summaries or structured details. Original records and reviewed results can be kept in your company's job history.

People review AI proposals before confirming a record. AI output does not determine permissions, regulatory calculations, compliance decisions or workflow transitions. Include only the personal information necessary for the job.

Contact us if you need to discuss your company's requirements for these processing features.

We use providers for the functions below. Their involvement depends on the feature used and the deployed configuration.

Supabase

Account authentication, databases and file storage supporting the Glaciq service.

Vercel

Hosting and delivery of the website and applications, plus website usage analytics.

HubSpot

Website tracking, enquiry forms, business-contact records and optional marketing preferences. Our current enquiry integration uses HubSpot's North America region.

Anthropic

Processing selected content for AI-assisted job features.

Sentry and Grafana Cloud

Error reporting, diagnostics, performance monitoring and operational telemetry for the applications. The public marketing website does not use Sentry or session replay.

Email delivery services

Delivering sign-in codes, invitations, account messages and support communications.

Paddle handles purchases as merchant of record and processes personal data for its own payment and legal purposes. Read Paddle's privacy policy for its processing.

We may also disclose information to professional advisers, authorities or another recipient when needed to meet a legal obligation, protect lawful rights or address a security incident. We do not sell personal data.

The website includes Vercel Analytics and HubSpot tracking. The applications use authentication/session technologies and diagnostic services. Depending on your choices and the provider, cookies or similar technologies may be used. You can control cookies through your browser and any consent controls presented by the provider; restricting essential technologies may affect sign-in or other features.

Glaciq is operated from Canada. Our providers can process information in other countries, including the United States and countries in Europe. This policy does not represent that all processing occurs in one region.

International processing must meet applicable data-protection requirements. Contact us about the processing locations and contractual safeguards relevant to your company's use of the service.

Marketing enquiries are kept while the conversation is active and for up to 24 months afterwards, unless a continuing customer relationship, a marketing subscription or a legal obligation requires longer retention.

Service records are retained to support the customer relationship, record history, security and applicable legal or regulatory obligations. Cancelling a subscription does not automatically delete company records. Billing records, audit evidence and backups can have different retention needs.

Ask us about access, retention or deletion for your account. A request may need the customer business's instructions, and legal duties or the integrity of retained records may limit what can be erased. We do not promise an immediate deletion of every copy.

Depending on the law that applies and our role, you may be able to request access to your personal data, correct it, ask for deletion or restriction, object to processing, receive a portable copy, or withdraw consent. Rights can be subject to legal conditions and exceptions.

Send requests to info@glaciq.io. For operational data controlled by your employer or service contractor, we may refer you to that business and help it respond. We respond within the period required by applicable law.

You can raise a concern with the privacy regulator that has jurisdiction. This may include the Office of the Privacy Commissioner of Canada, your local EEA data-protection authority, or the UK Information Commissioner's Office.

The date at the top identifies this policy version. We may update it as the service or processing changes, and communicate material changes where required. Contact us if you need clarification about the version that applied when your information was provided.