Privacy policy

This Privacy Policy explains how Zoravio (“we”, “us”, or “our”) collects, uses, discloses, stores, and protects personal information when you access or use our website and related services. This includes when you browse our site, place an order, create an account, contact our support team, subscribe to marketing updates, or otherwise interact with us (together, the “Services”).

This policy is intended for individuals located in Canada and is designed to comply with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and, where applicable, substantially similar provincial privacy laws.

For the purposes of this Policy, “personal information” generally means information about an identifiable individual.

1. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes to legal requirements, our business practices, our service providers, or our technology. If we make changes, we will post the updated version on this page and revise the “Last updated” date.

Where required, we may also provide additional notice of significant changes.

2. Personal Information We Collect

A. Information You Provide Directly

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

  • Contact information, such as your name, email address, phone number, billing address, and shipping address
  • Order information, such as items purchased, transaction history, delivery preferences, returns, exchanges, and order-related communications
  • Account information, such as login details and saved preferences, where applicable
  • Customer support communications, including the content of enquiries and any information you share with our team
  • Marketing preferences, such as whether you wish to receive promotional emails or SMS messages

If you do not provide certain information, we may not be able to provide specific services. For example, we cannot ship an order without a delivery address.

B. Information Collected Automatically

When you use our Services, we may automatically collect certain technical and usage information, such as:

  • Device type, operating system, browser type, and browser version
  • IP address and approximate location
  • Pages viewed, links clicked, browsing behaviour, and time spent on pages
  • Referral sources, session identifiers, and similar online activity information

This information is generally collected using cookies and similar technologies. Please see Section 5 for more details.

C. Information from Third Parties

We may receive personal information from third parties that help us operate the Services, including:

  • E-commerce platform providers, such as Shopify
  • Payment processors and fraud-prevention partners
  • Shipping, fulfilment, and delivery providers
  • Marketing, analytics, and customer communications providers

Any personal information received from third parties will be handled in accordance with this Privacy Policy and applicable law.

3. How We Use Personal Information

A. To Provide Our Services

We use personal information to:

  • Process orders, payments, refunds, returns, and exchanges
  • Arrange shipping and delivery
  • Send transactional communications, such as order confirmations and shipping updates
  • Create and manage customer accounts
  • Provide customer support and respond to enquiries
  • Administer promotions, discounts, or store credits, where offered
  • Maintain accounting, tax, and business records

B. To Improve Our Website and Services

We may use personal information to:

  • Identify, troubleshoot, and fix technical issues
  • Improve website functionality, performance, and user experience
  • Understand how customers interact with our Services
  • Develop, improve, and optimize our products, services, and features

C. Security and Fraud Prevention

We may use personal information to:

  • Detect, prevent, and investigate fraud or suspicious activity
  • Protect customer accounts and transactions
  • Enforce our policies, terms, and legal rights
  • Maintain the security and integrity of our website and systems

You are responsible for keeping your account login details confidential. Please contact us promptly if you believe your account has been accessed without authorization.

D. Marketing Communications

Where permitted by applicable law, we may use your information to:

  • Send promotional emails or SMS messages
  • Personalize marketing content
  • Measure and improve marketing performance

You can opt out of marketing communications at any time. Please see Section 9 for more details.

4. Consent

By providing personal information to us or by using our Services, you consent to our collection, use, and disclosure of your personal information as described in this Privacy Policy, except where applicable law requires a different form of consent.

Subject to legal or contractual restrictions and reasonable notice, you may withdraw your consent to certain uses or disclosures of your personal information. However, withdrawing consent may affect our ability to provide some Services to you.

5. Cookies and Tracking Technologies

We use cookies and similar technologies, including pixels, tags, and web beacons, to operate, secure, and improve our website.

These technologies may be used to:

  • Remember cart contents and preferences
  • Support website functionality and security
  • Analyze visitor activity and website usage
  • Improve personalization
  • Measure advertising and marketing performance, where applicable

You can control or disable cookies through your browser settings. However, disabling cookies may affect the functionality of certain parts of our website.

6. Disclosure of Personal Information

A. Service Providers

We may disclose personal information to third parties that help us operate our business and provide the Services, including:

  • Hosting and technical infrastructure providers
  • Payment processors and fraud-prevention service providers
  • Shipping, fulfilment, and delivery partners
  • Customer support and communications providers
  • Analytics and marketing providers

These third parties are only authorized to use personal information as needed to provide services to us or on our behalf.

B. Legal and Business Purposes

We may disclose personal information where necessary to:

  • Comply with legal obligations, court orders, or lawful requests
  • Enforce our agreements, policies, and rights
  • Investigate suspected unlawful activity
  • Protect our business, customers, and website
  • Complete a merger, acquisition, financing, restructuring, or sale of all or part of our business or assets

C. With Your Consent

We may share personal information where you request, authorize, or direct us to do so, including when you use certain third-party services or integrations.

We do not sell personal information to third parties in exchange for monetary consideration.

7. International and Cross-Border Transfers

Some of our service providers may store or process personal information outside Canada, including in countries that may have different privacy laws than those in your province or territory of residence.

When personal information is transferred outside Canada, it may be accessible to courts, law enforcement agencies, national security authorities, or regulatory authorities in those foreign jurisdictions.

We use reasonable contractual and organizational safeguards to help protect personal information when it is processed by third-party service providers on our behalf.

8. Third-Party Links

Our website may contain links to third-party websites, applications, or services that we do not operate or control. We are not responsible for the privacy practices of those third parties. Their own privacy policies and terms will apply.

We encourage you to review the privacy policies of any third-party services you use.

9. Marketing Preferences

You may opt out of marketing communications at any time.

  • Email: click the unsubscribe link included in the email
  • SMS: follow the opt-out instructions in the message, such as replying “STOP,” where applicable

Even if you opt out of marketing communications, we may still send you important non-promotional messages, such as order confirmations, shipping updates, service notices, and account-related communications.

10. Children’s Privacy

Our Services are not directed to children under the age of majority in their province or territory, and we do not knowingly collect personal information from children without appropriate consent where required by law.

If you believe that a child has provided us with personal information inappropriately, please contact us so we can take appropriate steps.

11. Security, Retention, and Data Incidents

A. Security Measures

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

However, no method of transmission over the internet or method of electronic storage is completely secure, and we cannot guarantee absolute security.

B. Data Retention

We retain personal information only for as long as reasonably necessary to:

  • Provide the Services
  • Maintain transaction, tax, and business records
  • Comply with legal obligations
  • Resolve disputes
  • Enforce our agreements and policies

When personal information is no longer required, we will take reasonable steps to securely delete, anonymize, or de-identify it, as appropriate.

C. Breach Response

If a breach of security safeguards involving personal information occurs, we will assess the incident in accordance with applicable law. Where required, we will notify affected individuals, report the breach to the appropriate authority, and keep any required records.

12. Access and Correction Rights

Subject to applicable law, you may request:

  • Access to the personal information we hold about you
  • Information about how your personal information has been used or disclosed
  • Correction of inaccurate, incomplete, or outdated personal information

We may need to verify your identity before responding to your request. In certain circumstances, applicable law may permit or require us to deny access, in whole or in part.

13. Complaints and Contact Information

If you have questions, concerns, or complaints about how we handle personal information, or if you would like to make an access or correction request, please contact us using the contact details provided on our website.

If you are not satisfied with our response, you may have the right to make a complaint to the Office of the Privacy Commissioner of Canada or, where applicable, the relevant provincial privacy regulator.

Need More Information?

  • FAQs: Visit our FAQs page for quick answers, or contact our customer service team.
  • Customer Service Hours: Monday to Friday 9:00 AM - 5:00 PM (EST)
  • Response Time: We aim to reply to emails within 1 business day.

Contact Information:

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