Privacy Policy

1. Introduction

PartHubz Inc. ("PartHubz," "we," "us," or "our") is a Canadian-owned and operated commercial kitchen equipment parts supplier headquartered in Burnaby, British Columbia. We are committed to protecting the privacy of our customers, website visitors, and business partners.

This Privacy Policy applies to all personal information collected, used, or disclosed by PartHubz through our website at parthubz.com, our customer service channels, and any related services (collectively, the "Services"). By accessing or using our Services, you acknowledge that you have read and understood this Privacy Policy. If you do not agree with the practices described herein, please do not use our Services.

PartHubz complies with the Personal Information Protection and Electronic Documents Act(PIPEDA), the Personal Information Protection Act (PIPA) of British Columbia, and all other applicable federal and provincial privacy legislation in Canada. We adhere to the ten fair information principles set out in Schedule 1 of PIPEDA: Accountability, Identifying Purposes, Consent, Limiting Collection, Limiting Use, Disclosure, and Retention, Accuracy, Safeguards, Openness, Individual Access, and Challenging Compliance.

2. Information We Collect

We collect personal information that is necessary to provide our Services, fulfill orders, and improve your experience. The types of information we collect include:

2.1 Information You Provide Directly

• Account Information: When you create an account, we collect your full name, email address, phone number, company name (if applicable), and password.
• Billing and Shipping Information: To process orders, we collect your billing address, shipping address, and payment details. Payment card information is processed securely through our third-party payment processor, Stripe, and is not stored on our servers.
• Order Information: Details about the products you purchase, order history, return requests, and any communications related to your orders.
• Communications: When you contact us via email, phone (833-700-8006), live chat, or our AI-assisted chat feature, we may collect the content of your communications, including any files or images you share for support purposes.
• Service Requests: Information provided when requesting equipment service, including equipment details, location, preferred scheduling, and descriptions of issues.
• Tax-Exemption Documents: If you claim tax-exempt status, we collect supporting documentation such as exemption certificates.

2.2 Information Collected Automatically

• Device and Browser Information: IP address, browser type and version, operating system, device type, screen resolution, and language preferences.
• Usage Data: Pages visited, time spent on pages, links clicked, search queries, referral URLs, and other browsing behaviour on our website.
• Location Data: Approximate geographic location derived from your IP address, used to calculate shipping rates and applicable taxes.
• Cookies and Similar Technologies: We use cookies, web beacons, and similar tracking technologies as described in Section 5 of this policy.

2.3 Information from Third Parties

• Payment Processor: Stripe may provide us with limited transaction information, such as confirmation of payment and the last four digits of your card.
• Shipping Partners: FedEx, UPS, Purolator, and Canada Post may provide us with delivery confirmation, tracking updates, and delivery exception information.
• Analytics Providers: Google Analytics provides aggregated usage data about how visitors interact with our website.

3. How We Use Your Information

We use your personal information only for the purposes for which it was collected, or for purposes that a reasonable person would consider appropriate in the circumstances. Specifically, we use your information to:

• Fulfill Orders: Process, ship, and deliver your orders for commercial kitchen equipment parts. This includes calculating shipping rates, applicable taxes (GST, HST, PST, QST), and coordinating with our carrier partners.
• Process Payments: Securely process your payment transactions through Stripe.
• Manage Your Account: Create and maintain your PartHubz account, authenticate your identity, and manage your preferences, saved addresses, and order history.
• Provide Customer Support: Respond to your inquiries, troubleshoot issues, process returns and refund requests, and assist you in identifying the correct parts for your equipment.
• Coordinate Services: Facilitate equipment repair, maintenance, and installation services, including connecting you with certified technicians.
• Communicate with You: Send order confirmations, shipping notifications, tracking information, invoices, and important service announcements.
• Improve Our Services: Analyze usage patterns and trends to enhance our website, product offerings, customer experience, and internal operations.
• Ensure Security: Detect and prevent fraud, unauthorized access, and other security threats to our platform and users.
• Comply with Legal Obligations: Meet our obligations under applicable laws, regulations, and legal processes, including tax reporting requirements.
• Marketing Communications: With your consent, send promotional emails about new products, special offers, and industry news. You may opt out of marketing communications at any time.

4. Disclosure of Information

We do not sell, rent, or trade your personal information to third parties for their marketing purposes. We may disclose your personal information in the following circumstances:

• Service Providers: We share information with trusted third-party service providers who assist us in operating our business, including payment processing (Stripe), shipping and logistics (FedEx, UPS, Purolator, Canada Post), data hosting (Supabase), and analytics (Google Analytics). These providers are contractually obligated to protect your information and use it only for the purposes we specify.
• Technician Partners: If you request equipment service, we may share relevant information with certified technicians in our network to facilitate the service.
• Legal Requirements: We may disclose your information when required by law, regulation, legal process, or enforceable governmental request, including requests from the Canada Revenue Agency (CRA) for tax reporting purposes.
• Protection of Rights: We may disclose information when we believe it is necessary to protect the rights, property, or safety of PartHubz, our users, or the public.
• Business Transfers: In the event of a merger, acquisition, reorganization, or sale of all or a portion of our assets, your personal information may be transferred to the acquiring entity. We will notify you of any such change in ownership or control of your personal information.
• With Your Consent: We may disclose your information for any other purpose with your express or implied consent.

5. Cookies & Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience, analyze site traffic, and understand user behaviour. Cookies are small text files stored on your device by your web browser.

Types of Cookies We Use

You can manage your cookie preferences through your browser settings. Most browsers allow you to block or delete cookies. However, disabling essential cookies may affect the functionality of our website, including your ability to add items to your cart or complete purchases. For more information about cookies, visit www.allaboutcookies.org.

6. Data Security

PartHubz takes the security of your personal information seriously. We implement appropriate technical, administrative, and physical safeguards to protect your information from unauthorized access, disclosure, alteration, and destruction. Our security measures include:

• Encryption:All data transmitted between your browser and our servers is encrypted using TLS (Transport Layer Security) / SSL encryption. Payment information is processed through Stripe's PCI DSS Level 1 certified infrastructure.
• Access Controls: Access to personal information is restricted to authorized personnel on a need-to-know basis. All employees with access to customer data undergo privacy and security training.
• Infrastructure Security:Our application data is hosted on Supabase's secure cloud infrastructure with SOC 2 Type II compliance, automated backups, and continuous monitoring.
• Regular Audits: We conduct periodic security assessments and vulnerability testing to identify and address potential risks.
• Incident Response: We maintain an incident response plan to promptly address any data security incidents. In the event of a breach involving your personal information, we will notify you and the Office of the Privacy Commissioner of Canada as required under PIPEDA.

While we strive to protect your personal information, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security, but we are committed to continuously improving our security practices.

7. Data Retention

We retain your personal information only for as long as necessary to fulfill the purposes for which it was collected, or as required by law. Our retention practices are as follows:

• Account Data: Retained for as long as your account is active. If you request account deletion, we will remove your personal information within 30 days, subject to any legal retention obligations.
• Order and Transaction Records: Retained for a minimum of seven (7) years to comply with CRA tax reporting and record-keeping requirements under the Income Tax Act and the Excise Tax Act.
• Customer Support Records: Retained for two (2) years following the resolution of your inquiry to assist with any follow-up matters.
• Analytics Data: Aggregated and anonymized analytics data may be retained indefinitely, as it does not identify individual users.
• Marketing Consent Records: Records of your consent to receive marketing communications are retained for as long as you remain subscribed, plus two (2) years following unsubscription.

When personal information is no longer required, we securely destroy or anonymize it using industry-standard methods.

8. Your Privacy Rights

Under PIPEDA and applicable provincial privacy legislation, you have the following rights regarding your personal information:

To exercise any of these rights, please contact our Privacy Officer at [email protected] or call us at 833-700-8006. We will verify your identity before processing any request and respond within 30 calendar days.

9. Third-Party Services

We use the following third-party services to operate our business. Each provider has its own privacy policy governing the use of your information:

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or business operations. When we make material changes, we will update the "Last Updated" date at the top of this policy and, where appropriate, notify you via email or a prominent notice on our website.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our Services after any changes to this policy constitutes your acceptance of the updated terms.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact our Privacy Officer:

If you are not satisfied with our response, you may file a complaint with the Office of the Privacy Commissioner of Canada or the applicable provincial privacy commissioner.