1. Introduction
Welcome to Furbilee! We are located in Richmond Hill, Ontario, Canada, and specialize in providing pet products and pet-related services (“Services”). Furbilee (“we,” “us,” “our”) is committed to protecting the privacy and security of the personal information of our customers and website visitors (“you,” “your”).
This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit our website (furbilee.com), purchase products, book or use our services, or otherwise interact with us.
By using our website or services, you agree to the collection and use of information in accordance with this policy. We comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.
2. Information We Collect
We collect information that identifies, relates to, describes, or could reasonably be linked, directly or indirectly, with you (“Personal Information”). The types of Personal Information we may collect include:
- Contact Information: Name, email address, phone number, mailing address, billing address.
- Account Information: Username, password (if you create an account).
- Pet Information: Your pet’s name, breed, age, gender, medical history, vaccination records, behavioural notes, photos (essential for providing safe and tailored services like grooming, training, and boarding).
- Transaction Information: Details about products and services you purchase from us, order history, payment method (Note: Full payment card details are typically processed directly by our secure third-party payment processors and are not stored by us).
- Communication Information: Records of your communications with us (email correspondence, chat logs, customer service call notes).
- Technical Information: Internet Protocol (IP) address, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform, device information.
- Usage Data: Information about how you use our website (pages visited, time spent on pages, links clicked, search queries). This is often collected via cookies and similar technologies.
3. How We Collect Your Information
We collect Personal Information in the following ways:
- Directly From You: When you create an account, place an order, book a service, fill out forms (online or in-person), subscribe to newsletters, communicate with customer service, or provide pet details for services.
- Automatically: When you navigate our website, we may automatically collect Technical Information and Usage Data using cookies, server logs, and other similar technologies.
- From Third Parties: We may occasionally receive information about you from third parties, such as analytics providers or marketing partners, but only where permitted by law and typically in aggregated or anonymized form.
4. How We Use Your Information
We use your Personal Information for the following purposes:
- To Provide Products and Services: Process orders, schedule and confirm appointments/bookings, deliver products, provide grooming, training, boarding, and other services safely and effectively (using pet information is crucial here).
- To Manage Your Account: Create and manage your customer account.
- To Process Payments: Facilitate transactions and prevent fraudulent activities.
- To Communicate With You: Respond to inquiries, provide customer support, send order confirmations, service reminders, policy updates, and other administrative messages.
- For Marketing and Promotions: Send newsletters, special offers, and other marketing communications with your explicit consent (in compliance with Canada’s Anti-Spam Legislation – CASL). You can opt-out at any time.
- To Improve Our Website and Services: Analyze website usage, understand customer preferences, troubleshoot issues, and enhance user experience.
- For Security: Protect against unauthorized access, fraud, and other security incidents.
- To Comply with Legal Obligations: Fulfill legal requirements, respond to lawful requests from authorities, and enforce our terms and policies.
5. Legal Basis for Processing
Under PIPEDA, our primary legal basis for collecting and using your Personal Information is your consent, which may be express (e.g., signing up for marketing emails) or implied (e.g., providing your address for shipping an order). We also process information as necessary to fulfill our contractual obligations (e.g., providing a service you booked) and to comply with legal requirements.
6. Sharing and Disclosure of Information
We do not sell your Personal Information. We may share your information in the following circumstances:
- Third-Party Service Providers: We share necessary information with trusted third parties who perform services on our behalf, such as:
- Payment processors (e.g., Stripe, PayPal, Moneris)
- Shipping and delivery companies (e.g., Canada Post, FedEx)
- Website hosting and IT support providers
- Email marketing platforms (for communications you consented to)
- Analytics providers (e.g., Google Analytics) These providers are contractually obligated to protect your information and use it only for the purposes we specify.
- Legal Requirements: We may disclose your information if required by law, subpoena, court order, or other governmental request, or to protect the rights, property, or safety of Furbilee, our customers, or others.
- Business Transfers: In the event of a merger, acquisition, reorganization, bankruptcy, or sale of all or a portion of our assets, your Personal Information may be transferred as part of that transaction, subject to standard confidentiality agreements.
- With Your Consent: We may share your information with other third parties if you have explicitly consented to such sharing.
7. Data Security
We implement reasonable administrative, technical, and physical security measures designed to protect your Personal Information from unauthorized access, use, alteration, or disclosure. These include secure servers, SSL encryption for data transmission, access controls, and staff training. However, please be aware that no method of transmission over the Internet or method of electronic storage is 100% secure, and we cannot guarantee absolute security.
8. Data Retention
We retain your Personal Information only for as long as necessary to fulfill the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements, and for resolving disputes. Pet health and service records may be kept for a period necessary to ensure continuity of care and compliance. When no longer required, we will securely destroy or anonymize your Personal Information.
9. Your Privacy Rights (Access, Correction, Withdrawal of Consent)
Under Canadian privacy laws (PIPEDA), you have rights regarding your Personal Information:
- Right to Access: You have the right to request access to the Personal Information we hold about you.
- Right to Correction (Rectification): You have the right to request correction of any inaccurate or incomplete Personal Information we hold about you.
- Right to Withdraw Consent: You have the right to withdraw your consent to our collection, use, or disclosure of your Personal Information at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may impact our ability to provide certain products or services. You can always opt-out of marketing communications by clicking the “unsubscribe” link in emails or contacting us.
To exercise any of these rights, please contact our Privacy Officer using the details in Section 13. We may need to verify your identity before processing your request. We will respond to your request within the timeframes required by law (typically 30 days).
10. Cookies and Tracking Technologies
Our website uses cookies (small text files placed on your device) and similar tracking technologies to enhance functionality, analyze website traffic, personalize content, and potentially for marketing purposes. You can control cookies through your browser settings; however, disabling certain cookies may affect the functionality of our website.
11. Third-Party Links
Our website may contain links to other websites not operated by us. If you click on a third-party link, you will be directed to that third party’s site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies, or practices of any third-party sites or services.
12. Children’s Privacy
Our website and services are not intended for individuals under the age of 13 (or a higher age threshold if applicable in your specific context). We do not knowingly collect Personal Information from children without verifiable parental consent. If we become aware that we have collected Personal Information from a child without appropriate consent, we will take steps to delete that information.
13. International Data Transfers
While Furbilee operates in Canada, some of our third-party service providers (e.g., cloud hosting, payment processors) may be located outside of Canada (such as in the United States). If your Personal Information is transferred outside of Canada, it will be subject to the laws of the jurisdiction where it is held, including potential access by governmental authorities. We take steps to ensure that any international transfers comply with Canadian privacy laws and that your information remains protected.
14. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any significant changes by posting the new policy on this page and updating the “Last Updated” date. We encourage you to review this Privacy Policy periodically.
15. Contact Us
If you have any questions, concerns, or complaints about this Privacy Policy or our data handling practices, or if you wish to exercise your privacy rights, please contact us:
Email: [email protected]
Phone: +1 (416) 887-2052