Privacy Policy – NeighbourGuard Customer App

Effective October 22, 2026

This Privacy Policy describes how NeighbourGuard handles personal information when you use the NeighbourGuard Customer App for Android or iOS and the related customer portal. It supplements the NeighbourGuard website privacy policy for online store and subscription transactions. For questions or privacy requests, email customersupport@neighbourguard.ca.

1. Information we collect and use

To provide your residential mobile security patrol service, NeighbourGuard handles the following information:

• Customer account and contact information: your name, email address, phone number, account identifier, login and authentication session details.
• Property and service details: registered service address, property nickname, membership plan, service status, service dates and subscription-related information.
• Patrol activity: patrol dates and times, status, customer-visible observations, reports, and patrol confirmation photographs where your membership includes them.
• Customer support: questions, communications, and privacy or account deletion requests.
• Technical and security information: information needed to authenticate, protect, troubleshoot and operate the app and related systems.

We use this information to manage your account and membership, identify the property receiving patrol services, display service updates and patrol reports, provide customer support, maintain accurate security and billing records, prevent misuse and comply with applicable legal obligations.

2. Device permissions and location

The current Android Customer App does not request permission to use your phone's precise or approximate GPS location, camera or microphone. The service address you provide when subscribing is different from GPS location collected from a mobile device. Authorized patrol personnel may use location services in separate operational applications to navigate to properties and document patrol services. The Customer App currently displays notifications inside the app; remote push notifications are not currently implemented.

3. How we receive your information

We receive information when you subscribe to NeighbourGuard, sign in to the app or portal, contact support, or make a privacy request. We also create service records as our authorized personnel perform patrols, and receive relevant subscription and membership information from ecommerce and subscription service providers.

4. Service providers and disclosure

We use Supabase for app authentication and application data services, Vercel for customer portal hosting, and Shopify and Appstle for relevant ecommerce, subscription and billing services. These providers may process information on our behalf to deliver their services. Authorized NeighbourGuard personnel access information as needed to provide and support your service. We may disclose information when required by law or appropriate legal process, or as necessary to address a genuine security incident. Information may be processed or stored outside Canada, where different legal protections may apply. The current Customer App does not display third-party advertisements.

5. Subscriptions and payments

The Customer App displays plan and membership information. Subscription purchases and payment processing occur through our website and commerce providers, rather than a payment card form inside the Customer App. Certain transaction and service records may be retained for contractual, billing, dispute resolution or legal purposes.

6. Security

We use authenticated account access and encrypted network connections to help protect information sent between the app and our services. Authentication sessions use secure storage on the device, and customer-visible patrol photographs are accessed using time-limited links. No security measure can guarantee complete protection. Keep your account password and device secure.

7. Data retention and your rights

We retain information as reasonably necessary to provide the service, maintain security and billing records, resolve disputes, and meet applicable legal obligations. Retention periods vary by the record and relevant requirements. Subject to applicable law, you may request access to, correction of, or deletion of personal information by contacting us.

8. Account deletion requests

You may request deletion of your NeighbourGuard Customer App account from Profile → Request account deletion in the updated app or through our account deletion request page. You may also email customersupport@neighbourguard.ca from the email associated with your account. We may verify your identity before acting on a request. We will review the request and delete or anonymize eligible account information, subject to information we must retain for legitimate legal, security, billing or regulatory reasons.

Important: Requesting deletion of an app account is separate from cancelling a paid NeighbourGuard patrol subscription. A deletion request does not automatically stop recurring charges or terminate your service agreement. Contact customer support to discuss subscription cancellation and any outstanding obligations.

9. Intended audience

The NeighbourGuard Customer App is intended for adult account holders managing residential security services. It is not designed or marketed for children.

10. Changes and contact

We may update this policy to reflect changes in the app, services, or legal requirements. The current version will be posted on this page with its effective date. For privacy questions, access, correction or deletion requests, contact customersupport@neighbourguard.ca.