Privacy Policy

Effective Date: May 1st, 2025

Polar Springs Hot Tubs, operating through www.polarsprings.ca (“Polar Springs,” “we,” “our,” or “us”), respects your privacy. This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you visit our website, submit a form, request a quote, book a consultation, communicate with us, or purchase products or services from us.

By using our website or providing personal information to us, you agree to the practices described in this Privacy Policy.

1. Information We Collect

We may collect personal information that you voluntarily provide to us, including:

• Your name
• Email address
• Phone number
• Mailing or delivery address
• City or region
• Product interests, such as hot tubs, swim spas, saunas, covers, accessories, service, delivery, or financing
• Details you submit through website forms, quote requests, contact forms, chat tools, email, phone calls, or social media messages
• Purchase history, service history, delivery information, and warranty-related information
• Payment-related information, where applicable

We may also collect technical and website usage information, including:

• IP address
• Browser type
• Device type
• Pages visited
• Time spent on the website
• Referral source
• Advertising and tracking data from tools such as cookies, pixels, analytics platforms, or advertising platforms

2. How We Use Your Information

We use personal information for reasonable business purposes, including:

• Responding to inquiries and quote requests
• Providing product information, pricing, promotions, and availability
• Booking appointments, showroom visits, deliveries, installations, and service calls
• Processing purchases, deposits, payments, financing applications, invoices, warranties, and customer support requests
• Communicating with you by phone, email, text message, social media, or other channels
• Improving our website, advertising, customer experience, and product offerings
• Sending marketing communications where permitted by law
• Measuring the performance of our advertising campaigns
• Preventing fraud, protecting our business, and complying with legal obligations

We only collect, use, and disclose personal information for purposes that a reasonable person would consider appropriate in the circumstances, which is an important standard under Canadian privacy law.

3. Consent

Where required, we collect, use, and disclose your personal information with your consent. Consent may be provided directly, such as when you submit a contact form, request a quote, make a purchase, or subscribe to communications.

In some cases, consent may be implied by your actions, such as when you provide your address for delivery or your phone number so we can contact you about a product inquiry.

You may withdraw your consent at any time, subject to legal or contractual restrictions. Withdrawing consent may limit our ability to provide certain products, services, warranty support, delivery, or customer service.

4. Marketing Communications

If you provide your contact information, we may contact you about Polar Springs products, promotions, events, services, financing options, or related offers.

You can opt out of marketing emails at any time by using the unsubscribe link in the email or by contacting us directly. Even if you opt out of marketing, we may still contact you about active purchases, service appointments, deliveries, warranties, payments, or other non-marketing matters.

5. Cookies, Pixels, and Analytics

Our website may use cookies, tracking pixels, analytics tools, and similar technologies to:

• Understand website traffic and visitor behaviour
• Improve the website experience
• Remember preferences
• Measure ad performance
• Show relevant advertising on platforms such as Google, Meta/Facebook, Instagram, or other advertising networks

Cookies and similar technologies may collect information such as your IP address, device information, pages viewed, links clicked, and how you interacted with our website.

You can adjust your browser settings to refuse or delete cookies. Some website features may not function properly if cookies are disabled.

6. Advertising and Third-Party Platforms

We may use third-party platforms to advertise Polar Springs products and services. These may include platforms such as Google, Meta/Facebook, Instagram, YouTube, or other advertising services.

These platforms may collect or receive information from our website and use that information to provide measurement services, targeted advertising, and ad performance reporting. Your use of those platforms is also governed by their own privacy policies and settings.

7. Sharing of Personal Information

We do not sell your personal information.

We may share personal information with trusted third parties only when necessary for business purposes, including:

• Payment processors
• Financing providers, where you request financing
• Delivery, logistics, or installation providers
• Service technicians or warranty support providers
• Website hosting, CRM, email, analytics, and marketing service providers
• Professional advisors such as lawyers, accountants, or insurers
• Government, regulatory, or law enforcement authorities where required by law

When we use service providers, we only provide the information reasonably necessary for them to perform their services.

8. Financing Applications

If you choose to apply for financing, we may collect and share information needed to process your application. Financing applications may be handled by third-party lenders or financing providers. Those providers may collect additional personal information directly from you and may conduct credit checks, identity verification, or affordability assessments according to their own privacy policies and legal obligations.

Polar Springs is not responsible for the privacy practices of independent financing providers once you submit information directly to them.

9. Payments

If you make a payment, deposit, or purchase, payment information may be processed through third-party payment processors, banks, or financing providers. We do not intentionally store full credit card numbers on our website unless specifically supported through a secure payment provider.

10. Delivery, Installation, Service, and Warranty Information

To deliver, install, service, or support your product, we may collect and use information such as your name, address, phone number, product model, purchase date, service notes, warranty status, photos of the product or installation area, and related communication history.

This information helps us provide proper delivery, installation, service, warranty support, troubleshooting, and customer care.

11. User-Submitted Photos, Reviews, and Testimonials

If you send us photos, reviews, testimonials, videos, or comments about your Polar Springs product, we may ask for your permission to use them in marketing, advertising, social media, or on our website.

We will not intentionally publish your full personal contact details in public marketing materials without your consent.

12. How We Protect Personal Information

We use reasonable physical, technical, and administrative safeguards to protect personal information against loss, theft, unauthorized access, disclosure, copying, use, or modification.

No method of internet transmission, email, or electronic storage is completely secure. While we take reasonable steps to protect your information, we cannot guarantee absolute security.

13. Retention of Personal Information

We keep personal information only as long as reasonably necessary for the purposes described in this Privacy Policy, including:

• Customer service
• Warranty and service records
• Delivery and installation history
• Accounting, tax, legal, and business records
• Dispute resolution
• Compliance with legal obligations

When personal information is no longer required, we will securely delete, anonymize, or dispose of it.

14. Accessing or Correcting Your Information

You may request access to the personal information we hold about you. You may also ask us to correct inaccurate or incomplete information.

To make a request, contact us using the information below. We may need to verify your identity before providing access or making changes.

In some cases, we may be unable to provide access to certain information, such as where disclosure would reveal personal information about another person, violate legal privilege, compromise security, or conflict with legal requirements.

15. International or Cross-Border Processing

Some of our service providers may store or process information outside of Canada. If information is processed outside Canada, it may be subject to the laws of the country where it is stored or processed.

16. Links to Other Websites

Our website may contain links to third-party websites, including financing providers, manufacturers, social media platforms, video platforms, review platforms, or other external sites.

We are not responsible for the privacy practices, content, or security of third-party websites. We encourage you to review their privacy policies before providing personal information.

17. Children’s Privacy

Our website and services are intended for customers who are old enough to make household purchasing decisions. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child without appropriate consent, we will take reasonable steps to delete it.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new effective date.

Your continued use of our website after changes are posted means you accept the updated Privacy Policy.

19. Contact Us

If you have questions about this Privacy Policy, or if you want to access, correct, or delete your personal information, please contact us:

Polar Springs Hot Tubs
Website: www.polarsprings.ca
Email: info@polarsprings.ca
Phone: 613-572-2777
Address: 1111 Development Drive, Brockville ON K6V 7G2