Privacy Policy

This Privacy Policy explains how ELDARA Solutions Inc. (“Eldara,” “we,” “us,” or “our”) collects, uses, discloses, stores, and protects personal information when you use our website, join our waitlist, submit a form, contact us, apply as a provider, or interact with Eldara online, and how it handles records of past Golden Key purchases.

By using the Eldara website, submitting information, or joining the waitlist, you acknowledge that Eldara may handle personal information as described in this Privacy Policy.

If you do not agree with this Privacy Policy, do not use the website, submit forms, or join the waitlist.

Golden Key is no longer available for purchase, and Eldara no longer collects information for new Golden Key purchases. The Golden Key provisions below continue to apply to information already collected for purchases made, or attempted, before sales closed.

Eldara is based in Alberta, Canada. This Privacy Policy is intended to support privacy compliance for Eldara’s pre-launch website, Canadian waitlist, Golden Key, provider interest forms, and future assistant-led service coordination flows.

For privacy questions, access requests, correction requests, consent withdrawal requests, or complaints, contact:

Eldara uses privacy@eldara.ca as the contact point for privacy matters and support@eldara.ca for general customer support.

This Privacy Policy applies to personal information handled through:

• the Eldara website;
• waitlist forms;
• Golden Key forms and checkout flows;
• contact and support forms;
• provider interest forms;
• email communications;
• cookie preferences and website analytics, where enabled;
• pre-launch marketing and operational communications;
• future Eldara app, chat, or service coordination experiences where linked to this Privacy Policy.

This Privacy Policy does not apply to third-party websites, platforms, payment processors, or services that Eldara does not control. Those third parties may have their own privacy policies and terms.

Do not submit sensitive personal information unless it is necessary for the specific request and requested by Eldara.

Sensitive information may include health information, government identification numbers, financial account numbers, immigration documents, information about children, highly personal information, confidential documents, or payment card details outside secure checkout.

If sensitive information is required for a specific future service flow, Eldara will request only what is reasonably needed and will explain the purpose where appropriate.

We may collect personal information:

• directly from you when you submit a form;
• when you purchase or attempt to purchase a Golden Key;
• when you contact support;
• when you join the waitlist;
• when you submit provider interest information;
• through anti-bot, captcha, and security-challenge tools, such as Cloudflare Turnstile, when you submit forms;
• through website cookies, pixels, tags, scripts, or similar technologies;
• through analytics, security, hosting, performance, and advertising measurement tools where enabled;
• from payment processors such as Stripe;
• from future app or chat interactions;
• from service providers helping us operate Eldara.

Eldara may use personal information to:

• operate, maintain, and secure the website;
• manage waitlist signups;
• understand demand by city, province, territory, state, country, or category;
• process Golden Key purchases;
• calculate applicable taxes;
• send purchase confirmations, receipts, and transactional messages;
• manage refunds, cancellations, disputes, fraud reviews, chargebacks, or support requests;
• communicate about Eldara launch updates where permitted;
• send marketing emails where you consent or where otherwise permitted by law;
• review provider interest submissions;
• respond to messages and support requests;
• prevent fraud, abuse, spam, or misuse;
• protect website security and payment flows;
• measure website, advertising, and marketing performance where enabled;
• improve website performance, user experience, product planning, and launch planning;
• plan city-by-city launch priorities;
• comply with legal, tax, accounting, regulatory, security, and business obligations;
• enforce Eldara’s Terms of Service and policies;
• prepare for future Eldara app, chat, and service operations.

Golden Key is no longer available for purchase. For purchases made or attempted before sales closed, Eldara may use your information to:

• process your purchase;
• confirm your Golden Key status;
• calculate applicable taxes;
• create and send transaction records;
• manage launch availability by province, territory, and city;
• block unsupported paid purchase locations where applicable;
• create and manage the one-time $10 promotional discount included with Golden Key;
• prepare the Golden Key badge for the holder’s future Eldara profile, where available;
• provide customer support;
• manage refunds or cancellations where required or approved;
• send transactional communications and launch updates where permitted.

Golden Key is a one-time digital pre-launch purchase. It is not a subscription, service booking, deposit, gift card, stored value, general credit toward future services, investment, or donation.

The $10 first-request benefit is a one-time promotional discount for an eligible Eldara request. It is not cash, transferable, or redeemable for money.

Eldara may use Stripe or other payment processors to process payments.

When you pay through Stripe, Stripe may collect and process payment information, billing information, device information, fraud-prevention data, and transaction information according to Stripe’s own terms and privacy practices.

Eldara does not store full payment card numbers, card security codes, or full payment credentials on its own systems.

Eldara may receive limited payment-related information from Stripe, such as:

• payment status;
• transaction ID;
• checkout session reference;
• receipt information;
• billing location details needed for taxes;
• refund status;
• fraud or risk signals;
• payment method type, such as card brand and last four digits, if provided by Stripe.

Eldara uses this information to process transactions, maintain records, support customers, prevent fraud, calculate taxes, and comply with legal and accounting obligations.

If you consent to receive Eldara launch updates, service availability updates, or related emails, Eldara may send you commercial electronic messages.

Marketing consent is separate from required transactional or purchase-related communications. Purchasing a Golden Key or joining a required service flow does not require you to consent to unrelated marketing emails.

You can unsubscribe from marketing emails at any time using the unsubscribe link or instructions in the email.

Unsubscribing from marketing emails does not prevent Eldara from sending transactional, legal, purchase-related, security-related, or service-related messages.

Examples of transactional messages include purchase confirmations, receipts, refund or cancellation messages, support replies, account or form-related messages, legal or policy updates, and messages required to complete a transaction or request.

Eldara does not use SMS marketing at website launch. If Eldara later adds SMS updates or marketing, Eldara will request appropriate consent where required.

Eldara may use cookies, pixels, tags, scripts, analytics tools, advertising measurement tools, and similar technologies.

These technologies may be used to:

• operate essential website functions;
• keep the website secure;
• remember cookie preferences;
• measure website performance;
• understand website usage;
• improve user experience;
• support payment and checkout functionality;
• measure marketing performance, if enabled;
• support retargeting or advertising measurement, if enabled and allowed by your settings;
• prevent fraud or abuse.

Some cookies may be essential for website functionality, security, or payment processing. Other cookies, such as analytics or marketing cookies, may be optional depending on the cookie banner and settings available on the website.

For more information, see Eldara’s Cookie Notice or cookie settings.

Eldara may use analytics, advertising measurement, tag management, heatmap, or session insight tools to understand website traffic, page performance, marketing performance, user interest, and conversion performance.

At present, Eldara uses Google Tag Manager and Google Analytics (GA4). Eldara may add other similar analytics or advertising-measurement tools in the future and will update this Privacy Policy where appropriate.

If enabled, these tools may collect information such as:

• pages visited;
• device and browser information;
• approximate location;
• referral source;
• interactions with website content;
• cookie or pixel identifiers;
• campaign and conversion events;
• masked or limited session interaction data, where session tools are used.

Eldara does not use analytics or marketing tools to collect full payment card details. Where session recording or heatmap tools are used, Eldara should configure them to avoid recording payment card details and to mask form inputs where appropriate.

If required, Eldara will provide cookie controls or consent options through the website cookie banner.

AI-assisted chat is available in the Eldara iOS app. It is not used on the Eldara website.

Before your first chat, the app explains what is sent to Eldara’s AI service provider (your messages and photos you attach), names that provider, and asks for your agreement. Nothing is sent to the AI provider without it. You can withdraw this consent at any time in the app under Account → AI & your data; Chat with the AI assistant is then unavailable, and you can still reach our team at support@eldara.ca.

Eldara may use artificial intelligence, automation, or software tools to assist with request intake, request classification, summarizing user messages, preparing internal order drafts, routing requests, detecting incomplete or unsafe requests, and improving operational efficiency.

AI does not make final payment decisions, refund decisions, risky decisions, provider assignment decisions, or exception decisions. Human review may be used where needed.

If you use Eldara chat, information you submit may be processed by AI or automation tools to help Eldara understand and organize your request. You can report an AI response in the app; the report goes to our team for review.

Do not submit sensitive personal information into chat unless it is needed for the specific request and requested by Eldara.

Eldara does not sell personal information to advertisers.

Eldara may use service providers to operate analytics, advertising measurement, email delivery, payment processing, form processing, hosting, security, or website functionality. These service providers may process information on Eldara’s behalf, but Eldara does not sell personal information as a standalone business.

Eldara may use service providers located in Canada, the United States, or other countries.

Your personal information may be processed or stored outside your province, territory, state, or country of residence.

When personal information is processed outside Canada, it may be subject to the laws of the country where it is processed, including lawful access by courts, law enforcement, regulators, or government authorities.

Eldara uses reasonable contractual, technical, and organizational measures designed to protect personal information handled by service providers.

Eldara keeps personal information only as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

Retention periods may depend on the type of information, whether you purchased a Golden Key, legal, tax, accounting, audit, support, fraud prevention, security, dispute, waitlist, unsubscribe, deletion request, or business record needs.

For the Eldara app and service coordination, Eldara uses these retention periods:

• Account profile and sign-in information: while you use your account. If you do not sign in or use the app for 6 years (72 months), we start deleting the account; we email you 30 days before, and signing in keeps it.
• Chat messages and photos for a request: 12 months after the request is closed (after its last order is completed or cancelled), or 12 months after the last message if no order was placed.
• Order, payment, refund, receipt, and tax records: usually at least 6 years from the end of the tax year they relate to, as required for tax and accounting purposes. These records are not extended to your whole chat or profile.
• Privacy requests, account deletion requests, and reports about AI responses: 2 years after they are resolved.
• Your AI consent record: 3 years after you withdraw consent or close your account.
• A saved card: until you remove it or delete your account. The card itself is stored by Stripe.
• Technical and security logs: up to 90 days.
• Backups: each backup copy is kept for up to 90 days and then deleted.

If you delete your account, we remove your profile, contact details, chat messages, photos, and notification settings from our active systems within 30 days, without waiting for the periods above. We keep only order, payment, refund, and tax records we must retain, a minimal record of your AI consent, and a record that you unsubscribed from marketing, linked only to an anonymized account record. Residual copies in backups expire within 90 days.

Where specific records are needed for an open dispute, a refund, a legal requirement, or a request you made, we keep only those records, and only until the matter is resolved; then the usual period applies.

Other examples:

• Waitlist information may be kept while Eldara is planning launch availability, unless you unsubscribe or request deletion and Eldara no longer needs to retain it.
• Marketing consent records may be kept to show when and how consent was obtained or withdrawn.
• Golden Key status, promotional discount, and badge-related records may be kept as needed to provide the applicable Golden Key benefits, manage support, prevent fraud, and maintain legal or business records.
• Support messages sent by email or website forms may be kept as needed to respond to inquiries and maintain records.

Eldara may anonymize or aggregate information so it no longer identifies you. Eldara may use anonymized or aggregated information for analytics, planning, reporting, investor metrics, product improvement, and business operations.

Eldara uses reasonable physical, technical, and organizational safeguards designed to protect personal information against unauthorized access, use, disclosure, loss, theft, misuse, alteration, or destruction.

These safeguards may include secure payment processing through third-party payment processors, access controls, role-based internal access, secure hosting, logging and monitoring, encryption where appropriate, internal policies, and vendor management practices.

No website, system, or transmission method is completely secure. Eldara cannot guarantee absolute security.

If you believe your information may have been compromised, contact privacy@eldara.ca.

Depending on applicable law, you may have the right to:

• request access to personal information Eldara holds about you;
• request correction of inaccurate personal information;
• withdraw consent where processing is based on consent;
• unsubscribe from marketing emails;
• request deletion of personal information, subject to legal and operational limits;
• ask questions about how your personal information is handled;
• make a privacy complaint.

To make a privacy request, contact privacy@eldara.ca.

If you have an Eldara account, you can request a copy of your information or a correction in the Eldara app under Account → Privacy & data. We aim to respond within 30 days and reply to the email address confirmed on your account.

You can delete your account in the app under Account → Privacy & data → Delete account. We confirm it’s you with a code sent to your email. If an order or payment is still in progress, we accept the request right away, stop chat, AI processing, and new orders, and finish the deletion once our team has settled the open order; we do not cancel or charge anything automatically. You can also ask us to delete your account by contacting privacy@eldara.ca.

Eldara may need to verify your identity before responding to a privacy request.

Eldara may refuse or limit a request where permitted or required by law, including where information must be kept for legal, tax, accounting, fraud prevention, dispute, security, compliance, or business record reasons.

You may also have the right to contact the Office of the Privacy Commissioner of Canada or an applicable provincial privacy commissioner, depending on the circumstances.

Where Eldara relies on consent, you may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice.

Withdrawing consent may affect Eldara’s ability to provide certain features, process requests, maintain waitlist status, send updates, or complete transactions.

You can unsubscribe from marketing emails using the unsubscribe mechanism in the email.

For other consent withdrawals, contact privacy@eldara.ca.

You are responsible for providing accurate and current information.

If your email address, city, province, territory, postal code, or other information changes, contact Eldara or update your information through available website tools where provided.

Incorrect information may affect purchase processing, tax calculation, launch availability, receipts, support, waitlist updates, or service coordination.

The Eldara website and Golden Key are not intended for children.

You must be the age of majority in your province, territory, state, or country of residence to purchase a Golden Key or use paid Eldara features.

Eldara does not knowingly collect personal information from children through the website. If you believe a child has provided personal information to Eldara, contact privacy@eldara.ca.

If you submit provider interest information, Eldara may use it to:

• review your application or interest;
• contact you about potential onboarding;
• evaluate service area, category, experience, insurance, licensing, or compliance fit;
• maintain internal provider candidate records;
• conduct fraud, safety, or quality checks where appropriate;
• prepare for future provider dispatch operations.

Submitting provider information does not guarantee approval, onboarding, dispatch, partnership, work, or payment.

The Eldara website may contain links to third-party websites, platforms, tools, or services.

Eldara is not responsible for the privacy practices, terms, security, or content of third-party websites or services.

You should review third-party privacy policies before providing personal information to them.

Eldara may update this Privacy Policy from time to time.

When Eldara updates this Privacy Policy, Eldara may change the effective date above.

If changes are material, Eldara may provide additional notice where appropriate, such as by posting a notice on the website or sending an email where permitted.

Your continued use of the website after the updated Privacy Policy is posted means you acknowledge the updated Privacy Policy.

If you have questions, requests, or complaints about this Privacy Policy or Eldara’s handling of personal information, contact: