Privacy Policy.
Last Updated September 10, 2026
Welcome, and thank you for your interest in HELLOYUGO Inc., operating as Yugo ("Yugo," "we," "us," or "our"), respects the privacy of everyone who contacts us, engages our services, or visits www.itsyugo.com.
Please read the following terms carefully:
This Privacy Policy is incorporated into and forms part of our Terms & Conditions. By requesting a quotation, booking Services, or otherwise using the Services, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy.
We handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation. This Privacy Policy is incorporated into and forms part of our Terms & Conditions.If you have a question about this policy or about how your information is handled, contact our Privacy Officer using the details in Section 21.
1. Scope and Application
This Privacy Policy applies to personal information collected by Yugo in the course of commercial activity, and is governed by PIPEDA. Where the Consumer Protection Act, 2002 (Ontario), Canada's Anti-Spam Legislation ("CASL"), or other applicable legislation imposes additional requirements, those requirements apply.
This Privacy Policy applies to personal information about our clients, prospective clients, enquirers, website visitors, newsletter subscribers, and the representatives of businesses that engage us. Personal information about our employees and job applicants is handled under our separate internal policies and is not governed by this Privacy Policy.
Where Services are procured on your behalf by a designer, brokerage, property manager, employer, or other intermediary, this Privacy Policy governs our handling of your personal information, and the intermediary's own privacy practices govern theirs
2. Personal Information We Collect
We collect only the personal information necessary for the purposes identified in Section 4. Depending on your relationship with us, this may include:
Identity and contact information. Name, email address, telephone number, and, where applicable, the name of the business or household you represent
Address and property information. Origin and destination addresses, unit numbers, building names, access instructions, entry codes, parking arrangements, elevator details, and the presence of stairs or restricted access.
Service information. The inventory of goods to be moved, the dimensions, weight, and description of those goods, the level of Service selected, the move date and time windows, and any special handling instructions.
Photographic and condition records. Photographs and written notations recording the condition of premises and goods at origin and destination, and chain of custody records where applicable.
Payment information. Billing name and address, and payment card or account details, which are collected and stored by our payment processors rather than by us. We retain only the last four digits of a card and the transaction record.
Communications. The content of your emails, text messages, web form submissions, and, where applicable, recorded telephone calls with us
Enquiry source information. How you learned of us, as reported by you on our enquiry form.
Technical information. IP address, device and browser type, operating system, referring URL, pages visited, and interaction data collected through cookies and similar technologies as described in Section 9.
Claims information. Where you submit a claim, the documentation, photographs, and correspondence relating to it, and where relevant, insurance particulars.
We do not knowingly collect sensitive personal information such as information about health, race, religion, sexual orientation, or political affiliation. Where such information is incidentally disclosed to us in the course of the Services, including through observation of a residence, we do not record it and our personnel are instructed not to retain or repeat it.
3. How We Collect Personal Information
Directly from you, when you submit an enquiry form, request a quotation, speak with a coordinator by telephone, correspond with us by email or text message, subscribe to our newsletter, book Services, sign a Bill of Lading, or submit a claim.
In the course of performing the Services, through condition documentation, inventories, and crew records
Automatically, through cookies and analytics technologies when you use our website, as described in Section 9.
From third parties, including an intermediary who engages us on your behalf, a building or property manager who provides access requirements, a referral source who provides your contact information with your knowledge, and publicly available business directories used for business-to-business outreach
4. Purposes for Which We Use Personal Information
We use personal information for the following purposes:
to prepare quotations and respond to enquiries;
to schedule, plan, resource, and perform the Services, including assigning crew, vehicles, equipment, and materials;
to communicate with you before, during, and after the Services, including arrival notifications and status updates;
to process payments, issue invoices, and collect amounts owing;
to document the condition of premises and goods, to establish what was received and delivered, and to investigate, assess, and resolve claims;
to obtain certificates of insurance and satisfy building access requirements on your behalf;
to maintain records required by law, including records relating to carriage, tax, and employment safety
to detect, investigate, and prevent fraud, theft, unauthorized use, and breaches of our Terms & Conditions;
to establish, exercise, or defend legal claims;
to operate, maintain, secure, and improve our website, client tools, and internal operations platform;
to measure the effectiveness of our marketing and to understand how enquiries reach us; and
where you have consented, to send you newsletters, service updates, and other commercial electronic messages.
We do not sell personal information, and we do not disclose personal information to third parties for their own independent marketing purposes.
5. Consent and Withdrawal of Consent
Form of consent. We obtain your consent before or at the time we collect personal information, except where the law permits or requires collection without consent. Consent may be express, as when you tick a consent box or sign a form, or implied, as when you provide your address so that we can move you
Consent by conduct. By providing personal information to us for a purpose that is evident in the circumstances, you consent to our use of that information for that purpose
Third-party information. Where you provide us with personal information about another person, including a spouse, family member, tenant, employee, or client, you represent that you are authorized to do so and that they are aware of and consent to this Privacy Policy.
Withdrawal. You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice, by contacting our Privacy Officer under Section 21. Withdrawing consent to the collection or use of information necessary to perform the Services may mean we are unable to provide them. Withdrawing consent to marketing communications does not affect our ability to send you operational messages about a booking.
Exceptions. We may collect, use, or disclose personal information without consent where PIPEDA permits, including where the information is required to investigate a breach of an agreement or contravention of law, where disclosure is required by subpoena, warrant, court order, or other lawful authority, where collection is in the individual's interests and consent cannot be obtained in a timely way, or in connection with a business transaction as described in Section 6.7.
6. Disclosure of Personal Information
We disclose personal information only as follows:
To our personnel, on a need-to-know basis. Crews receive the information necessary to perform your Services and no more. Our personnel are contractually bound to confidentiality obligations
To service providers as described in Section 7.
To subcontractors engaged to perform part of the Services, including long-distance carriers, crating specialists, conservators, and storage operators, limited to the information necessary to perform their part.
To insurers, brokers, adjusters, and legal advisers, where necessary to obtain a certificate of insurance, to assess or defend a claim, or to obtain legal advice
To buildings and property managers, limited to the information required to obtain access, book elevators, or satisfy their insurance requirements
To an intermediary who engaged us on your behalf, limited to what is necessary to perform and invoice the Services. We do not disclose the contents of your residence to an intermediary.
In connection with a business transaction, including a financing, reorganization, merger, or sale of all or part of our business, in which case the information disclosed is limited to what is necessary for the parties to determine whether to proceed and is subject to an agreement restricting its use, in accordance with PIPEDA
Where required or permitted by law, including in response to a subpoena, warrant, court order, or lawful demand by a government authority, or to collect a debt owed to us.
We will not confirm to any third party whether a person is or has been a client, and we will not respond to third-party enquiries about your Services, except as set out in this Section or with your written authorization.
7. Service Providers
We engage third-party service providers to process personal information on our behalf, including for customer relationship management, quotation and operations management, payment processing, transactional and marketing email, text messaging, mapping and routing, website hosting, data storage, analytics, and advertising measurement.
Categories of provider currently engaged include customer relationship and marketing platforms, an operations and database platform, payment processors, email delivery services, a telecommunications provider for text messaging, mapping services, our website platform, and analytics and advertising platforms. A current list of the specific providers we engage is available on request from our Privacy Officer.
We require each service provider by contract to use personal information only for the purposes for which we engaged them, to protect it with safeguards comparable to our own, and to return or destroy it when the engagement ends. We remain accountable for personal information transferred to a service provider for processing.
8. Storage & Processing Outside Canada
Certain of our service providers store or process personal information on servers located outside Canada, including in the United States and the European Union.
While personal information is located in a foreign jurisdiction, it is subject to the laws of that jurisdiction, and may be accessed by the courts, law enforcement agencies, and national security authorities of that jurisdiction under those laws, including without notice to you or to us.
Where we transfer personal information outside Canada, we do so under contractual arrangements requiring a comparable level of protection.
You may contact our Privacy Officer under Section 21 for information about our policies and practices regarding service providers outside Canada.
9. Cookies, Analytics, & Online Advertising
Cookies. Our website uses cookies and similar technologies. Strictly necessary cookies enable core functionality including form submission and security and cannot be disabled. Analytics and advertising cookies are used only where you consent through the cookie banner presented on your first visit.
Analytics. We use analytics services to understand how the website is used, including which pages are visited and how enquiries are completed. This information is used in aggregate and is not used to identify you personally.
Advertising. We use advertising measurement technologies to understand which advertisements lead to enquiries. These technologies may set cookies or use identifiers that allow the advertising platform to recognize a browser across websites.
Your choices. You may withdraw cookie consent at any time through the cookie preferences control on our website, and you may configure your browser to refuse cookies. Refusing strictly necessary cookies may prevent parts of the website from functioning.
Do Not Track. Our website does not currently respond to browser Do Not Track signals.
10. Commercial Electronic Messages
We send commercial electronic messages, including newsletters and service updates, only in accordance with CASL.
We rely on your express consent, given when you subscribe or tick a consent box, or on implied consent arising from an existing business relationship, as permitted by CASL.
Every commercial electronic message we send identifies us, provides our contact information, and includes a functioning unsubscribe mechanism. Unsubscribe requests are given effect within 10 business days
Operational messages regarding a booking, including quotations, confirmations, arrival notifications, invoices, and claim correspondence, are not commercial electronic messages and are sent regardless of marketing consent.
Text messages are sent as described in our Terms & Conditions. To stop marketing text messages, reply STOP.
11. Photography, Video, & Marketing Content
Condition documentation. In the course of performing the Services, we photograph premises and goods to record their condition at origin and destination, and we may photograph goods in transit or storage. These records are created for the purposes in Sections 4.5 and 4.9, are treated as confidential business records, and are never published or used for marketing.
Marketing content. We will not photograph, film, or publish any image or recording of you, your premises, or your goods for marketing, editorial, promotional, or social media purposes without your separate written consent.
Nature of consent. Consent under Section 11.2 is optional, is never a condition of receiving the Services, is limited to the uses and channels described in the consent, and identifies whether identifying features such as address markers, artwork, or personal effects will be visible
Withdrawal. You may withdraw consent at any time before publication. Where consent is withdrawn after publication, we will remove the material from channels under our control within 10 business days. We cannot recall material that has been republished or downloaded by third parties
Crew devices. Our personnel are prohibited from photographing or recording client premises or goods on personal devices, and from posting any image or information relating to a client engagement to any personal account.
12. Recording of Telephone Calls
Telephone calls with our coordinators may be recorded for quality assurance, training, and record-keeping purposes. Where a call is recorded, you are notified at the outset of the call and may request that recording not occur. Recordings are retained under Section 14 and are accessible only to authorized personnel.
13. Safeguards
We protect personal information with safeguards appropriate to its sensitivity, including physical, organizational, and technological measures.
These measures include access controls limiting internal access on a need-to-know basis, multi-factor authentication on business systems, encryption of data in transit and at rest with our principal service providers, secured premises and locked storage facilities, contractual confidentiality obligations binding personnel and subcontractors, and periodic review of access rights.
We do not store complete payment card numbers. Payment card data is handled by payment processors that maintain PCI DSS compliance.
No method of transmission or storage is completely secure. While we take reasonable measures to protect personal information, we cannot guarantee its absolute security, and information transmitted to us by email or web form is transmitted at your own risk.
14. Retention and Destruction
We retain personal information only as long as necessary to fulfil the purposes for which it was collected and to satisfy legal, accounting, insurance, and reporting requirements.
Indicative retention periods:
Category | Retention period
Enquiries that do not proceed to a booking | 24 months from last contact
Client file, including quotation, inventory, and Bill of Lading | 7 years from completion
Condition photographs and chain of custody records | 7 years from completion
Claims records | 7 years from resolution
Financial and tax records | As required by the Income Tax Act (Canada) and the Excise TaxAct (Canada)
Call recordings | 12 months
Marketing subscriber records | Until you unsubscribe, plus 12 months to evidence the unsubscribe
Website analytics data | 26 monthsWhere personal information is no longer required, it is securely destroyed, erased, or anonymized.
Where you request deletion of personal information we are required to retain, we will retain only what the law or a legitimate legal purpose requires and will restrict its use accordingly.
15. Accuracy
We take reasonable steps to keep personal information accurate, complete, and current for the purposes for which it is used. Because inaccurate address, access, or inventory information can directly affect the performance of the Services, you are responsible for notifying us promptly of any change.
16. Access and Correction
You have the right to request access to the personal information we hold about you, information about how it has been used, and a description of the third parties to whom it has been disclosed
Requests must be made in writing to our Privacy Officer under Section 21. We may require information sufficient to verify your identity before responding. Please contact us at privacy@itsyugo.com if you need to change or correct your Personal Data.
We will respond within 30 days of receiving your request, at no cost, or will notify you within that period of an extension permitted by PIPEDA and the reason for it.
We may refuse access in the circumstances permitted or required by PIPEDA, including where the information contains references to other individuals that cannot be severed, is subject to solicitor-client privilege, was generated in the course of a formal dispute resolution process, or where disclosure would reveal confidential commercial information. Where we refuse, we will give reasons in writing and inform you of your right to complain to the Office of the Privacy Commissioner of Canada.
Where you demonstrate that personal information we hold is inaccurate or incomplete, we will correct it and, where appropriate, notify third parties to whom the information was disclosed.
17. Children
The Services are not directed to children, and we do not knowingly collect personal information from individuals under 18. Where a household move involves children, we collect only what is necessary to perform the Services and do not collect information from children directly.
18. Third-Party Websites and Services
Our website may contain links to third-party websites and may embed third-party content. Those websites and services are not under our control and are governed by their own privacy policies. We are not responsible for their practices, and we encourage you to review them before providing personal information.
19. Breach of Security Safeguards
We maintain procedures for identifying, containing, assessing, and reporting breaches of security safeguards.
Where a breach involving personal information under our control creates a real risk of significant harm to an individual, we will report the breach to the Office of the Privacy Commissioner of Canada and notify affected individuals as soon as feasible, as required by PIPEDA and its Breach of Security Safeguards Regulations, and will notify any other organization that may be able to reduce or mitigate the risk.
We maintain records of every breach of security safeguards for 24 months, as required by PIPEDA, and will make those records available to the Privacy Commissioner on request.
20. Changes to this Privacy Policy
We may amend this Privacy Policy from time to time. The current version is always available at itsyugo.com/privacy and is identified by the Last Updated date. Where a change materially affects how we handle personal information already collected, we will provide notice and, where required by law, obtain fresh consent. Continued use of the Services following notice constitutes acceptance of the amended Privacy Policy
21. Privacy Officer, Complaints, and Contact
Privacy Officer. We have designated a Privacy Officer accountable for our compliance with this Privacy Policy and with PIPEDA. HELLOYUGO Inc. privacy@itsyugo.com 507 King Street East, Toronto, Ontario, Canada (647) 370-4525
Requests and complaints. Requests for access or correction, questions about this Privacy Policy, and complaints about our handling of personal information should be directed to the Privacy Officer in writing. We will acknowledge a complaint within 5 business days, investigate it, and respond in writing with the outcome and any corrective measures taken.
Office of the Privacy Commissioner of Canada. If you are not satisfied with our response, you may file a complaint with the Office of the Privacy Commissioner of Canada: Office of the Privacy Commissioner of Canada 30 Victoria Street, Gatineau, Quebec K1A 1H3 1-800-282-1376 www.priv.gc.ca