Privacy Policy

This policy explains, in plain language, how SAV Québec collects, uses, discloses, retains and protects personal information, and how you can exercise your rights. It is written to comply with Québec's Act respecting the protection of personal information in the private sector (as amended by Law 25) and, where it applies, Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). If there is any discrepancy between this translation and the French version, the French version prevails.

1. Who we are

SAV Québec (NEQ 2282352212) provides outsourced, white-label after-sales service to manufacturers and distributors from here and abroad that sell in Québec. SAV Québec is responsible for the personal information collected through this website (savquebec.com).

2. What this policy covers

This policy applies to:

• visitors to savquebec.com;
• people who write to us or fill out our proposal request form, usually on behalf of a business;
• representatives of our clients and suppliers with whom we do business.

Our clients' customers. When we handle an after-sales request on behalf of a manufacturer or distributor (for example, your warranty claim), we act as that company's service provider (mandatary). That company remains responsible for your information, and its own privacy policy applies. We use your information only to handle your file, following that company's instructions and under a written agreement that governs its protection and confidentiality. To exercise your rights, please contact the company you bought the product from first; if you write to us directly, we will forward your request to them.

3. Information we collect

Information you give us. Through the proposal request form: your name, email address, phone number, company name (optional), industry and, if you provide it, your approximate monthly case volume. We also record the language of the form and the page it was sent from. If you write to us or call us, we keep the content of our exchanges.

Information collected automatically.

• Server logs: like any website, our host technically records the IP address, date and time, requested page and browser type, for security and proper operation.
• Audience measurement (only with your consent): if you click “Accept all”, Google Analytics collects browsing data (pages viewed, duration, referral source, device and browser type, approximate region derived from the IP address) linked to a random identifier stored in a cookie. This data is pseudonymized: it contains neither your name nor your contact details, and we do not try to identify you.

We do not collect any sensitive information (health, finances, etc.) through this website, and we make no decisions based solely on automated processing.

4. Why we use it

• To answer your request and prepare a tailored proposal.
• To contact you by email or phone about your request and our services.
• To manage our business relationship with clients and suppliers (contracts, invoicing, follow-up).
• To keep the website secure and prevent abusive submissions.
• To understand how the website is used so we can improve it (only if you accepted audience measurement).
• To meet our legal obligations, including tax and accounting obligations.

We collect only the information needed for these purposes and do not use it for other purposes without your consent, except where the law allows.

5. Your consent

By ticking the box on the form, you consent to the information you provide being used to contact you about your request. After an inquiry, we may write to you about our services for the period permitted by Canada's Anti-Spam Legislation (CASL); we will not add you to any mailing list without your express consent, and every commercial message includes an easy way to unsubscribe.

Audience measurement cookies are off by default. They are only enabled if you click “Accept all”; declining or ignoring the banner has no effect on your browsing.

You can withdraw your consent at any time by writing to us or, for cookies, through the “Manage cookies” link at the bottom of every page.

6. Disclosure to third parties

We do not sell, rent or trade your personal information. We disclose it only to the service providers that help us run the website and our business, to the extent needed for their mandate:

• Web3Forms (form delivery): receives the information you enter, forwards it to us by email and keeps an encrypted copy for no more than 30 days.
• Google LLC – Google Analytics (audience measurement, only with your consent).
• Our web host and email provider: host the website, its technical logs and our email.

These providers are contractually required to protect your information and may use it only to provide their services. We may also disclose information where the law requires or permits it (for example, in response to a court order), or to a prospective buyer in a business transaction, subject to the protections provided by law.

7. Information stored outside Québec

Some of these providers, including Google and Web3Forms, may process or store information outside Québec, including in the United States, the European Union or India (where Web3Forms operates). Before any such transfer, we assess, as the law requires, the sensitivity of the information, the purposes for which it will be used, the protection measures in place and the applicable legal framework, to make sure it will be adequately protected. The information may nevertheless be subject to the laws of the country where it is located, including access requests from that country's authorities.

8. Retention

• Copy kept by Web3Forms: no more than 30 days.
• Proposal requests that do not lead to a contract: no more than 24 months after our last exchange.
• Clients and suppliers: for the duration of the business relationship, then as long as tax and accounting laws require (generally 6 years after the end of the relevant fiscal year).
• Audience measurement cookies: up to 13 months in your browser; detailed Google Analytics data is kept for no more than 14 months.
• Server logs: as set by our host, generally a few weeks.

When these periods end, the information is securely destroyed, or anonymized for serious and legitimate purposes as permitted by law.

9. Security

We take reasonable security measures suited to the sensitivity of the information: the website is served over HTTPS only, access to information is limited to people who need it for their work, accounts are protected by strong passwords and, where possible, two-factor authentication, and we choose reputable providers. No transmission or storage method is perfectly secure; if a confidentiality incident presents a risk of serious injury, we will notify the Commission d'accès à l'information and the people concerned, as required by law, and we keep a register of such incidents.

10. Your rights

Subject to the exceptions provided by law, you may:

• find out whether we hold information about you and access it;
• have it corrected if it is inaccurate, incomplete or ambiguous;
• withdraw your consent to its use or disclosure;
• ask that it be provided to you, or to an organization you designate, in a structured, commonly used technological format (portability);
• ask us to stop disseminating it or to de-index a hyperlink when its dissemination breaks the law or causes you harm;
• ask for its deletion when it is no longer needed for the purposes for which it was collected.

To exercise a right, write to our person in charge of the protection of personal information (section 12). We may ask you to confirm your identity. We reply in writing within 30 days of receiving your request, free of charge (reasonable fees may apply for transcription or reproduction). Any refusal will be explained and will tell you what remedies are available.

11. Cookies and similar technologies

This website uses no advertising cookies and no profiling tools.

• Consent preference (browser local storage, key cookie_consent) — essential: remembers your banner choice so we don't ask again. Kept until you clear your browser data.
• Google Analytics (cookies _ga and _ga_*) — audience measurement, only enabled if you accept them. Duration: up to 13 months.

You can change your choice at any time through the “Manage cookies” link at the bottom of every page; if you decline after accepting, this website's Google Analytics cookies are deleted. You can also block or delete cookies in your browser settings. The website's fonts are hosted on our own servers: no request is sent to Google to display them.

12. Person in charge of the protection of personal information

The person with the highest authority within SAV Québec acts as the person in charge of the protection of personal information. They ensure compliance with this policy, handle access and correction requests and complaints, and keep the register of confidentiality incidents.

Person in charge of the protection of personal information — SAV Québec
Email: contact@savquebec.com (subject: “Privacy”)
Phone: (438) 819-9537

13. Complaints

If you believe your information has not been handled in accordance with the law, please write to our person in charge first: we will review your complaint and reply in writing within 30 days. You may also contact:

• the Commission d'accès à l'information du Québec;
• the Office of the Privacy Commissioner of Canada, particularly if you live outside Québec.

14. Minors

This website is intended for businesses. It is not directed at people under 14, and we do not knowingly collect information about them.

15. Changes

We may update this policy, for example to reflect a change in our practices or in the law. The date of the latest update appears at the top of the page. If we make a significant change, we will indicate it clearly on the website before it takes effect.