Privacy Policy

NOVA EV SERVICE (“NOVA,” “we,” “us,” or “our”) respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information when you visit our website, request or receive vehicle service, communicate with us, or otherwise interact with NOVA.

Information We Collect

Depending on how you interact with us, we may collect:

• Your name, telephone number, email address, mailing address, and preferred communication method

• Vehicle make, model, year, VIN, licence plate, odometer reading, and state of charge

• Warning messages, diagnostic information, service history, reported concerns, photographs, videos, and visible vehicle condition

• Appointment requests, estimates, repair orders, authorizations, invoices, warranty information, and payment status

• Information relating to an owner, lessee, fleet operator, insurer, warranty provider, or another person responsible for the vehicle or charges

• Emails, text messages, telephone notes, form submissions, reviews, and other communications

• Website information such as IP address, browser type, device type, operating system, referring pages, pages viewed, cookie identifiers, and website interaction data

• Marketing preferences, including whether you agreed to receive promotional emails or text messages

Payments may be processed by a third-party payment provider. NOVA may receive transaction identifiers, payment status, card type, and limited billing information. We do not necessarily receive or store complete payment-card numbers.

How We Collect Information

We may collect personal information:

• Directly from you through our website, booking forms, emails, telephone calls, text messages, repair orders, and in-person communications

• From the vehicle, its onboard systems, diagnostic equipment, scan tools, photographs, road tests, charging sessions, or manufacturer service platforms

• From a person authorized to act for the vehicle owner, including a lessee, fleet operator, insurer, warranty provider, or repair coordinator

• From service providers supporting our website, booking system, communications, payments, analytics, parts sourcing, towing, programming, or other operations

If you provide personal information about another person, you confirm that you are authorized to provide it for the relevant purpose.

How We Use Information

We may use personal information to:

• Review, confirm, reschedule, or cancel appointment requests

• Identify you, the vehicle, and the person authorized to approve work or incur charges

• Diagnose, inspect, maintain, program, calibrate, repair, charge, move, and road-test a vehicle as authorized

• Prepare and manage estimates, repair orders, authorizations, invoices, payments, warranties, and service records

• Communicate service status, safety concerns, recommendations, pricing, parts availability, timing, and pickup information

• Coordinate with authorized insurers, warranty providers, fleet operators, towing providers, parts suppliers, manufacturers, or technical-service providers

• Protect customers, employees, vehicles, equipment, and our premises

• Detect and prevent fraud, misuse, security incidents, and unlawful activity

• Operate, secure, measure, troubleshoot, and improve our website and services

• Maintain business, tax, warranty, safety, insurance, and legal records

• Comply with legal obligations and establish, exercise, or defend legal rights

• Send marketing communications where we have the consent or other lawful basis required to do so

We will not use personal information for a materially different purpose without providing notice and obtaining any consent required by law.

Consent and Your Choices

We obtain consent for the collection, use, and disclosure of personal information, except where consent is not required or permitted by law.

Consent may be express or implied depending on the circumstances, sensitivity of the information, and your reasonable expectations.

You may withdraw consent, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may prevent NOVA from providing a service that requires the information.

Withdrawal does not affect information previously handled with valid consent, and NOVA may retain information where required or permitted by law.

Consent to receive promotional messages is optional and is not a condition of booking or receiving vehicle service.

How We Share Information

We may share personal information only when reasonably necessary for the purposes described in this Policy, including with:

• Website hosting, booking, communications, analytics, payment, IT, and cybersecurity providers

• Parts suppliers, towing providers, recyclers, technical-information providers, manufacturers, and programming or calibration platforms

• Authorized insurers, warranty providers, fleet operators, leasing companies, and other parties responsible for the vehicle or payment

• Professional advisers, auditors, insurers, lenders, or a business successor, subject to appropriate confidentiality requirements

• Government authorities, regulators, courts, law enforcement, or other parties where required or permitted by law

• Emergency services or other appropriate parties where reasonably necessary to protect people, vehicles, property, or public safety

Service providers are expected to use personal information only for the services they provide and to protect it appropriately.

NOVA does not sell or rent personal information to third parties for their independent marketing purposes.

Vehicle Information and Diagnostic Data

Vehicle service may require NOVA to access or record information from the vehicle and its systems, including:

• VIN and vehicle configuration

• Odometer and state of charge

• Warning messages and diagnostic trouble codes

• Battery, charging, module, network, and software information

• Service and programming history

• Photographs of components and vehicle condition

• Data generated during diagnostic testing, charging, programming, calibration, or road testing

This information will be used only as reasonably necessary for authorized service, safety, documentation, warranty, insurance, quality control, and legal compliance.

Photographs and Videos

NOVA may photograph or record the vehicle, mileage, state of charge, warning messages, visible condition, components, and diagnostic screens when reasonably required for:

• Service documentation

• Vehicle intake and condition records

• Diagnosis and repair

• Customer communication

• Safety and quality control

• Insurance or warranty administration

• Legal and recordkeeping purposes

We will not intentionally publish identifiable customer information, faces, licence plates, VINs, or other identifiable vehicle information for advertising, social media, or public promotional use without additional permission, unless the information has been effectively anonymized or publication is otherwise permitted by law.

Cookies and Website Technologies

Our website may use cookies, pixels, local storage, and similar technologies to:

• Provide essential website and booking functions

• Remember settings and preferences

• Maintain website security and prevent misuse

• Understand website traffic and performance

• Improve our website and customer experience

• Measure advertising or marketing effectiveness where enabled

Where required, we will request consent before using non-essential analytics, advertising, or behavioural-tracking technologies.

You may use the available cookie controls or your browser settings to reject or remove non-essential cookies. Blocking essential cookies may affect website or booking functionality.

Email and Text Messages

NOVA may contact you about an appointment or active service request, including:

• Booking confirmations and changes

• Requests for additional vehicle information

• Estimates and authorization requests

• Diagnostic findings and repair updates

• Safety notices

• Payment and vehicle pickup information

These are service-related communications and are not necessarily promotional messages.

Promotional emails or text messages will be sent only where permitted by applicable law. Marketing messages will identify NOVA, provide required contact information, and include a working unsubscribe method.

You may unsubscribe from marketing at any time. Unsubscribing from marketing will not prevent transactional or safety-related communications concerning an active appointment or vehicle service.

Processing Outside Canada

Some service providers may process or store information outside Ontario or Canada.

Information processed in another jurisdiction may be subject to that jurisdiction’s laws and may be accessible to courts, law-enforcement agencies, or government authorities there.

NOVA uses contractual and other safeguards appropriate to the circumstances when working with service providers.

Information Retention

We retain personal information only as long as reasonably necessary for the purposes described in this Policy and to meet applicable:

• Legal and regulatory requirements

• Tax and accounting requirements

• Warranty and service obligations

• Safety and insurance requirements

• Dispute-resolution and recordkeeping needs

Retention periods vary depending on the type of information and the reason it was collected.

When information is no longer required, we will securely delete, destroy, or anonymize it, subject to lawful retention requirements and reasonable technical limitations.

Information Security

NOVA uses administrative, technical, and physical safeguards appropriate to the sensitivity and amount of personal information in our control.

These safeguards may include access restrictions, employee procedures, protected systems, vendor management, backups, and secure disposal practices.

No electronic transmission or storage method is completely secure. If a privacy or security breach creates a real risk of significant harm, NOVA will investigate and provide any reports or notifications required by applicable law.

Access and Correction

You may request access to personal information NOVA holds about you and ask us to correct information that is inaccurate or incomplete.

We may need to verify your identity before responding. Access may be restricted where permitted or required by law, including where disclosure would reveal:

• Another person’s personal information

• Confidential commercial information

• Legally privileged information

• Information that cannot lawfully be disclosed

If we cannot provide access or make a requested correction, we will explain the reason where legally permitted.

Third-Party Websites and Services

Our website may link to or integrate services operated by third parties, including booking, payment, map, analytics, social-media, video, or communication providers.

Third-party services are governed by their own terms and privacy policies. NOVA is not responsible for the privacy practices or content of independently operated third-party services.

Children’s Privacy

Our website and vehicle services are not directed to children.

We do not knowingly collect personal information from a child without the consent required by law. If you believe a child has improperly provided personal information to NOVA, please contact us.

Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, practices, technology, or legal obligations.

The updated version will be posted on this page with a revised effective date. If a change is material, we will provide additional notice or obtain consent where required.

Contact Us

Questions, access or correction requests, consent withdrawals, and privacy complaints may be directed to:

Privacy OfficerNOVA EV SERVICE [Legal company name] [Business address] [Privacy email] [Phone number]

You may also have the right to contact the Office of the Privacy Commissioner of Canada.