Privacy Policy

Orleans Hot Tubs & Pools (“Orleans Hot Tubs”, “we”, “us”) sells, delivers, installs and services hot tubs, swim spas and saunas from our showroom at 860 Taylor Creek Drive #1, Orléans, ON. We respect your privacy and handle personal information in line with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and Canada’s Anti-Spam Legislation (CASL). Where we serve customers in Quebec, we also follow Quebec’s privacy law (Law 25).

This policy explains what we collect through this website (orleanshottubs.com), in our showroom and when we serve you, why we collect it, who we share it with, and the choices you have.

What we collect

We only collect what we need to answer your questions, sell and deliver your product, and look after it afterwards.

Contact details such as your name, email address, phone number and home address, when you request a quote, book a visit, ask for service, order a cover or contact us.
Product and project details such as the model and options you chose in our “Build yours” tool, cover measurements, the product you own, its serial number, and details about your yard, delivery access or electrical set-up.
Photos, videos and files you upload with a service request, for example pictures of an error code, a leak or your installation site.
Purchase and service records such as invoices, warranty registration, delivery and installation notes, and service history.
Website information such as the pages you visit, the ad or link that brought you to our site, your device and browser type, and an approximate location based on your IP address. Advertising and analytics information is only collected if you accept cookies (see Cookies and tracking).

We do not collect payment card numbers through this website. If you apply for financing, you do so directly with our financing partner (see Who we share it with).

How we use it

To answer your questions and prepare quotes and prices for the product and options you chose.
To schedule showroom visits, test swims, deliveries, installations and service calls.
To diagnose and repair your product, handle warranty claims with the manufacturer and keep a record of the work we did.
To process your order, invoice you and meet our legal, tax and accounting obligations.
To improve our website and see which ads and pages are useful, if you accept cookies.
To send you news, offers and seasonal tips by email, only if you agree to receive them (see Emails from us).

We do not sell or rent your personal information to anyone.

When you fill in one of our forms, call us, or buy from us, you agree to us using your information for the purpose you gave it to us for, such as preparing your quote or booking your service call. We will ask for your consent again before using it for a new purpose. You can withdraw your consent at any time by contacting us, subject to legal or contract limits. If you do, we may not be able to provide some services, such as warranty service, that depend on that information.

Our online forms

Our quote, booking, service request and cover order forms are provided by Jotform Inc., an online form service. What you type and upload into a form is stored by Jotform and sent to our team by email at info@orleanshottubs.com or service@orleanshottubs.com. Jotform stores data on servers in the United States. Showroom visit bookings may also be added to our staff calendar.

Please only upload photos and videos of your product and its surroundings, and avoid including people or other personal details you do not want to share.

Cookies and tracking

Cookies are small files a website stores in your browser. Our site works without them. With your permission, we use the services below to understand how people find our site and which ads bring in real enquiries.

Google Analytics (Google LLC) counts visits and shows which pages are used, in summary reports.
Google Ads (Google LLC) tells us when someone who clicked one of our ads sends a form or calls us, and may let us show our ads to past visitors.
Meta Pixel (Meta Platforms, Inc., the company behind Facebook and Instagram) does the same for our Facebook and Instagram ads.

None of these load until you choose Accept on our cookie banner. If you choose Decline, they are not loaded. You can change your choice at any time with Cookie settings at the bottom of every page. We remember your choice, whether you dismissed a promotion banner, and the ad link you arrived from (so we know which ad led to your enquiry) using your browser’s own storage on your device.

You can also limit ad personalization in your Google ad settings and Meta ad preferences, install the Google Analytics opt-out add-on, or block cookies in your browser settings.

Videos, maps and other sites

Videos are hosted on Vimeo. A video only loads from Vimeo when you press play, and we ask Vimeo not to track you (its “do not track” setting). When it plays, Vimeo receives your IP address and browser details under its own privacy policy.
Maps of our showroom are provided by Google Maps. Google receives your IP address and browser details when the map loads.
Links to other sites, such as manufacturers, our financing partner or reviews on Google, are covered by those sites’ own privacy policies.

Emails from us

We send emails about your quote, order, delivery or service when you ask for them. We will only send newsletters, promotions or seasonal reminders if you have agreed to receive them, or where CASL otherwise allows, for example for a limited time after you buy from us or make an enquiry. Every marketing email includes our contact details and an unsubscribe link, and we act on unsubscribe requests within 10 business days. You can also unsubscribe by emailing info@orleanshottubs.com or calling (613) 590-2400. We may use an email marketing service to send these emails. It receives your name and email address only to send our emails and manage unsubscribes.

We share personal information only when needed to serve you, and only what is needed:

Manufacturers (Hydropool, Leisurecraft and the other brands we sell) for warranty registration, warranty claims and parts orders.
Delivery, installation and trade partners such as cranes, electricians or contractors working on your installation, so they can do the job.
Our financing partner Financeit, if you choose to apply for financing. You apply on their site, under their privacy policy.
Service providers who help us run our business, such as our website host, Jotform for forms, Google Workspace for our business email, an email marketing service for promotional emails, our accounting software, and Google and Meta for website analytics and advertising if you accept cookies. They may use the information only to provide their service to us.
When the law requires it, for example to respond to a lawful request from a government or law enforcement agency, or to protect our rights in a dispute.

If our business is sold or merged, customer records may be transferred to the new owner, who must protect them as this policy describes.

Information stored outside Canada

Some of our service providers, including Jotform, Google (which hosts our email), Meta and Vimeo, store or process information in the United States or other countries. While it is there, it is subject to the laws of that country and may be accessed by its courts or government authorities. We choose providers that protect information to a standard comparable to Canadian law.

How long we keep it

We keep personal information only as long as we need it for the purpose it was collected, or as the law requires. As a guide:

Quote, booking and general enquiries that do not lead to a sale: 2 years.
Customer, purchase, warranty and service records, including photos and videos sent with service requests: 10 years, so we can support your product, its warranty and its service history over its life. This also covers the six years the Canada Revenue Agency requires for financial and tax records.

When we no longer need it, we securely delete or destroy it.

How we protect it

Our website uses a secure (HTTPS) connection. Access to customer information is limited to staff who need it for their work, and our accounts are protected with strong passwords and two-step sign-in. Paper records are kept in our showroom office. No method of sending or storing information is completely secure, but we take reasonable steps to protect your information from loss, theft and unauthorized use. If a breach creates a real risk of significant harm, we will notify you and the Privacy Commissioner of Canada as the law requires.

Children

Our website and services are meant for adults. We do not knowingly collect personal information from children under 16. If you believe a child has sent us information, contact us and we will delete it.

Your rights

You can ask us to:

tell you what personal information we hold about you and how we have used and shared it, and give you a copy;
correct information that is wrong or out of date;
delete information we no longer need, or stop using it for marketing.

Send your request to our privacy contact below. We may need to confirm your identity first. We will answer within 30 days and there is no charge. If we cannot fully meet a request, for example because the law requires us to keep invoices, we will explain why.

Contact us

Our privacy officer is responsible for how we handle personal information. Questions, requests and complaints can go to:

Privacy Officer: Bruce Contant, Owner
Orleans Hot Tubs & Pools
860 Taylor Creek Drive #1, Orléans, ON K4A 0Z9
Email: info@orleanshottubs.com
Phone: (613) 590-2400

If you are not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada (1-800-282-1376). Quebec residents can also contact the Commission d’accès à l’information du Québec.

Changes to this policy

We may update this policy when our services, the tools we use or the law change. The new version will be posted on this page with a new effective date. If a change affects how we use information you already gave us, we will ask for your consent where required.