Privacy Policy
Last Updated: January 22, 2025
1. Introduction
Custom Dream Stairs (“we,” “our,” or “us”) is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website customdreamstairs.com, purchase our products, or use our services.
This Privacy Policy applies to all information collected through our website, email, telephone, in-person consultations, and any related services, sales, or events (collectively, the “Services”).
By using our Services, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use our Services.
2. Information We Collect
2.1 Personal Information You Provide
We collect personal information that you voluntarily provide to us when you:
- Request a quote or estimate for our services
- Make a purchase through our online shop
- Contact us via email, phone, or contact form
- Subscribe to our newsletter or marketing communications
- Schedule a consultation or showroom visit
- Create an account on our website
- Participate in surveys or promotions
The personal information we collect may include:
- Name and contact information (email address, phone number, mailing address)
- Billing and shipping address
- Payment information (processed securely through third-party payment processors)
- Project details and specifications
- Property information (for installation services)
- Photographs of your space (when provided for consultation purposes)
- Communication preferences
- Any other information you choose to provide
2.2 Automatically Collected Information
When you visit our website, we automatically collect certain information about your device and browsing activity, including:
- IP address and general location data
- Browser type and version
- Operating system
- Pages visited and time spent on pages
- Referring website addresses
- Click patterns and website navigation paths
- Date and time of visits
2.3 Cookies and Tracking Technologies
We use cookies, web beacons, and similar tracking technologies to enhance your experience on our website. These technologies help us:
- Remember your preferences and settings
- Understand how you use our website
- Improve website functionality and performance
- Provide personalized content and advertisements
- Analyze website traffic and user behavior
You can control cookie settings through your browser preferences. However, disabling cookies may limit your ability to use certain features of our website.
3. How We Use Your Information
We use the information we collect for various purposes, including:
- Service Delivery: To provide quotes, process orders, deliver products, schedule installations, and complete projects
- Communication: To respond to inquiries, provide customer support, and send service-related updates
- Payment Processing: To process payments and prevent fraudulent transactions
- Marketing: To send promotional materials, newsletters, and special offers (with your consent)
- Website Improvement: To analyze usage patterns and improve our website functionality and user experience
- Legal Compliance: To comply with applicable laws, regulations, and legal processes
- Business Operations: To maintain records, conduct internal research, and improve our services
- Safety and Security: To protect against fraud, unauthorized transactions, and other potential legal liability
4. How We Share Your Information
We may share your personal information in the following circumstances:
4.1 Service Providers
We may share your information with third-party service providers who perform services on our behalf, including:
- Payment processors (e.g., credit card processing companies)
- Shipping and delivery companies
- Web hosting and email service providers
- Marketing and analytics platforms
- Customer relationship management (CRM) systems
- Contractors and subcontractors involved in project completion
These service providers are contractually obligated to use your information only to provide services to us and are prohibited from using it for their own purposes.
4.2 Business Transfers
In the event of a merger, acquisition, reorganization, bankruptcy, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of any such change and provide you with choices regarding your information.
4.3 Legal Requirements
We may disclose your information if required to do so by law or in response to valid requests by public authorities, including:
- Compliance with legal obligations
- Protection of our rights, privacy, safety, or property
- Investigation of potential violations of our terms
- Prevention of fraud or security issues
4.4 With Your Consent
We may share your information with third parties when you have given us explicit consent to do so.
5. Data Retention
We retain your personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Retention periods vary depending on the type of information and purpose of processing:
- Customer account information: Retained for the duration of your account plus 7 years for legal and tax purposes
- Transaction records: Retained for 7 years in accordance with Canadian tax and business requirements
- Marketing communications: Retained until you unsubscribe or request deletion
- Website analytics data: Typically retained for 26 months
- Project documentation: Retained for warranty period plus 7 years for legal purposes
When we no longer need your personal information, we will securely delete or anonymize it in accordance with applicable data protection laws.
6. Your Privacy Rights
Under Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA), you have certain rights regarding your personal information:
6.1 Access and Correction
You have the right to request access to the personal information we hold about you and to request corrections if the information is inaccurate or incomplete.
6.2 Withdrawal of Consent
You may withdraw your consent for us to use your personal information at any time, subject to legal or contractual restrictions. This may affect our ability to provide certain services to you.
6.3 Marketing Opt-Out
You can opt out of receiving marketing communications from us at any time by:
- Clicking the “unsubscribe” link in our emails
- Contacting us directly using the information provided below
- Updating your communication preferences in your account settings
Please note that even if you opt out of marketing communications, we may still send you non-promotional messages related to your orders or account.
6.4 Data Portability
You have the right to request a copy of your personal information in a structured, commonly used format.
6.5 Deletion
You may request deletion of your personal information, subject to certain exceptions required by law or for legitimate business purposes (such as completing transactions or maintaining records for legal compliance).
6.6 How to Exercise Your Rights
To exercise any of these rights, please contact us using the information in the “Contact Us” section below. We will respond to your request within 30 days or as required by applicable law. We may need to verify your identity before processing your request.
7. Security of Your Information
We implement appropriate technical and organizational security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:
- Secure socket layer (SSL) encryption for data transmission
- Secure servers and data storage systems
- Regular security assessments and updates
- Employee training on data protection and privacy
- Restricted access to personal information on a need-to-know basis
- Physical security measures at our facilities
However, no method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee absolute security. You are responsible for maintaining the confidentiality of your account credentials.
8. Third-Party Websites and Services
Our website may contain links to third-party websites, including social media platforms, payment processors, and other service providers. We are not responsible for the privacy practices of these third-party sites. We encourage you to read the privacy policies of any third-party websites you visit.
Third-party services we may use include:
- Social media platforms (Facebook, Instagram)
- Analytics services (Google Analytics)
- Payment processors
- Email marketing platforms
9. Children’s Privacy
Our Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately, and we will take steps to delete such information from our systems.
10. International Data Transfers
While Custom Dream Stairs primarily operates in Canada, your information may be transferred to, stored, or processed in jurisdictions outside of Canada where our service providers are located. When we transfer your information internationally, we ensure appropriate safeguards are in place to protect your personal information in accordance with this Privacy Policy and applicable data protection laws.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by:
- Posting the updated Privacy Policy on our website
- Updating the “Last Updated” date at the top of this policy
- Sending you an email notification (for significant changes)
We encourage you to review this Privacy Policy periodically. Your continued use of our Services after any changes constitutes your acceptance of the updated Privacy Policy.
12. California Privacy Rights
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA). Please contact us for information about exercising these rights.
13. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:
Custom Dream Stairs
11 Cidermill Avenue, Unit 6
Concord, ON L4K 4B6
Canada
Phone: +1 (905) 660-8001
Email: Sales@CustomDreamStairs.com
Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 9:00 AM – 2:00 PM
14. Complaints
If you believe we have not complied with this Privacy Policy or applicable privacy laws, you have the right to file a complaint with:
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec K1A 1H3
Toll-free: 1-800-282-1376
Website: www.priv.gc.ca