Privacy Policy and protection of personal information

  1. About us

(” Natur’Eau – Spa & Chalets“, “us” or “our“) is the owner of the Natur’Eau – Spa & Chalets trademark in Canada, including for the purposes of operating the Site and our spa. The terms of the Policy cover all our operations through the Site, and our spa.

The person responsible for the protection of personal information is:

Louise Chrétien (the “RPRP“)

You may contact them regarding any matter arising from the Policy.

  1. About this policy

Our Privacy Policy (the “Policy”) describes how we, through all channels of communication, whether online at our website, or in person at our offices (the “Site”) collect, use and disclose the Personal Information (as defined below) of its visitors (“you” , “your” or yours”) .

We are committed to protecting your right to privacy and recognize the importance of safeguarding the personal information we collect about you. We have prepared this Policy to describe to you our practices regarding the personal information we collect. In conjunction with the Policy, you should also consult our Site Terms of Use (under the “Legal Notice” tab) for a more complete understanding of the rules governing our Site, products and services.

By visiting our Site or using our services, you acknowledge that we process your personal information in accordance with the terms of the Policy and you understand that the collection, use, retention and disclosure of your personal information are as set forth in the Policy.

  1. Right to your personal information

You have the right to make requests regarding your personal information. You may :

These rights may vary depending on where you live.

If you ask us to delete or stop using your personal information, we may not be able to honor that request if the information is needed to render our services, complete transactions related to our products, process your payments, returns, warranties, fulfill your order, or comply with tax, audit or regulatory requirements.

If you wish to receive a copy of any other information we hold about you or request the deletion of personal information, please contact, in writing, RPRP at the contact details in the “Contact” section of the Policy.

Your request for access or deletion should include:

This information provided at the time of the access or deletion request is necessary to verify your identity and will only be used for that purpose.

Regardless of your rights, we may not be able to amend or delete certain personal information if we are required to retain it to provide you with the services you have requested or to allow us to fulfill other obligations to you, for security reasons, to comply with applicable laws or regulations, for internal business purposes or for any other valid reasons.

In addition, information that you have shared with others, such as your reviews or forum postings, may remain publicly visible, and certain copies of your information (e.g., computer postings, residual copies) may remain in our database, albeit anonymized.

  1. Information we collect

We collect information about you in a number of ways:

  1. Information you provide online

Online order information

When you make a purchase on our Site, we ask you to provide us with information about your purchase, such as your name, e-mail address, shipping address, telephone number and payment information.

In store

When you visit one of our stores, we may ask you for certain information at the point of sale or when you speak to one of our team members. This may include payment information and other information about your purchase, including your name, e-mail address, delivery address and telephone number].

Online accounts

If you register for an online account through our Site, we may ask you to provide your username, password, e-mail address, telephone number, payment information, product or service preferences, past purchases or gender (optional). You are not required to create an online account to make a purchase.

If you connect your social network account to your online account, you will share certain personal information from your social network account with us, for example, your name, e-mail address, photo, social network contact list and any other information that may be available to us when you connect your social network account to your online account.

Marketing communications

If you would like to receive marketing communications from us, you can do so by registering on our Site or in our stores. We will ask you to provide your e-mail address or telephone number so that we can send you marketing material. Similarly, from the moment you provide us with your e-mail address when creating a customer account or tracking an order, we will use your e-mail address for advertising and marketing purposes. We also collect information when you enter a contest or respond to a survey.

How to contact us

When you contact our customer service department, we collect the content of these communications and any additional information regarding the method of communication, such as by telephone, SMS, e-mail, chat or via social networking platforms. For example, if you send us an e-mail, we will collect your e-mail address and if you send us a text message, we will collect your telephone number, etc.

Loyalty and rewards programs

If you enroll in a loyalty or rewards program, we collect information such as your name, e-mail address, telephone number, date of birth (optional) or mailing address in order to track your rewards, send you a birthday gift and allow you to use them on our brands.

  1. Information we collect through your interactions with us

Site and mobile applications

When you visit one of our Sites or use our mobile application, we may collect your device identifier such as IP address, as well as information about browser and settings, purchase preferences and information about how you interact with our Site and other digital products.

  1. Other sources


We may collect information about you as part of investigations into fraudulent or criminal activity on our Site and in our stores.

Other sources

We may also collect information from other sources, including, for example, joint marketing partners, data analysis companies, public databases, publicly accessible social networking pages and other third parties with whom we work.

  1. Information we aggregate and derive

Aggregated information

We may aggregate or anonymize personal information so that it is no longer considered personal information. We do this to generate other data for our use, which we may use and disclose for any purpose.

  1. Cookies
  2. Strictly necessary cookies

Like many commercial websites, we also automatically collect information electronically, using cookies. Cookies are text files placed on your computer to collect standard Internet registration and visitor behavior information. Most websites, including ours, would not function properly without certain cookies.

These enable us to avoid system interruptions, display information, correct “bugs” and ensure the security of our site (and your account). These types of cookies are often referred to as “strictly necessary cookies”. Among other things, we use them to: Balance website traffic to guarantee our customers a consistent and reliable service

Because they are necessary for the proper functioning of our Site, we do not offer you the possibility of deactivating them. You can remove them using your browser settings.

Please bear in mind that some features of our Site may not be available to you.

  1. Functional cookies

Some cookies provide important services but are not strictly necessary for the operation of our Site. These cookies use information about your interactions with us so that we can suggest products and special offers or enable you to purchase products at a live streaming event. If your purchases are interrupted, they remember where you stopped and may send you a reminder. These reminders can be sent to you by e-mail, on social networks or while you are browsing another website or device.

If you do not agree with the use of these cookies, you can tell us not to use certain cookies by using the deactivation tools we have placed on our Site.

Functional cookies are used to improve the usability of our Site, for example to:

Most browsers automatically accept cookies, but you can choose whether or not to accept them via your browser controls. You can refuse to accept cookies by modifying your browser settings.)

Here are a few links to disable cookies in the browser you’re using:

For more information on how to refuse cookies, please refer to the “Help” section of your browser or www.allaboutcookies.org.

The length of time a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies remain until you stop browsing, and persistent cookies remain until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

You can visit the Digital Advertising Alliance to find out more about deactivating certain cookies.

  1. Interest-based marketing and targeting

We may use your personal information to deliver targeted advertising or marketing communications that may be of interest to you (interest-based advertising). Interest-based marketing is a way of delivering advertisements on the websites you visit and making them more relevant to you based on your interests: shared interests are grouped together based on previous web browsing activity, and web users then receive advertising corresponding to their shared interests. In this way, advertising can be made as relevant and useful as possible. In this way, advertising can be made as relevant and useful as possible. Relevant ads can also be served based on the content of the website you’ve just visited. This is known as retargeting (or remarketing).

We run remarketing campaigns using the Google Ads platform to advertise on the Internet, in particular on the Google Display Network. AdWords remarketing will display ads based on segments of our website that you have visited by placing a cookie on your web browser. This cookie does not identify you in any way or give access to your computer or mobile device; it only serves to tell other websites that you have visited a particular page and to show them ads relating to that page. Google AdWords remarketing allows us to tailor our marketing to better meet your needs and display only those ads that are of interest to you.

If you don’t want to receive ads from us, there are several ways to unsubscribe:

However, doing so:

We use your personal information to provide you with our products and services and to operate our business. We often use the information we collect for multiple purposes. For example, if you make a purchase from our Site, we collect several types of information from you and use it in several ways:

When you visit our Site, we have a legitimate interest in using your browsing data to improve its usability, and when you engage with us online, we have a legal obligation to ensure that you are not attempting to defraud us or our customers.

If at any time you no longer wish to be contacted for marketing purposes, you can click on the link at the bottom of any promotional message or contact us using the details provided in the “Contact” section.

Providing you with products and services

We use your information to process, fulfill and communicate with you about your orders, respond to your customer service requests, enable you to use in-store and online technologies, enroll you in rewards and loyalty programs and to notify you of policy or product changes that may affect you. When we use information in this way, we do so to fulfill a contract with you or to comply with a legal obligation.

For marketing communications and promotions

We use your personal information to send you marketing communications about our products and services, contests and promotions. We may send you emails, mailings, text messages, phone calls or social media messages that we think may be of interest to you. We will only send you marketing campaigns if you have expressly agreed to receive them. Please note that you can always deactivate them at a later date.

For business relations and the provision of personalized services and advertisements

We use your personal information to analyze or predict our customers’ preferences in order to prepare aggregate trend reports on how our digital content is used, so that we can improve our products and services. We also use your personal information to better understand you and your preferences, so that we can personalize our interactions with you and provide you with information or offers tailored to your interests. We use information in this way with your consent or because we have a legitimate interest in doing so.

Enable you to participate in promotions and events

We may use your personal information to enable you to participate in events, promotions and in-store experiences. Some of these may have additional rules containing information about how we will use and disclose your personal information. We use this information to fulfill a contract with you or because we have a legitimate interest in doing so.

For other business purposes

We may use your personal information to learn more about our customers, to perform data analysis, to solve problems with our technology, to improve our products and services or develop new ones, to investigate and prevent fraud or other illegal activity, to enforce our website terms of use (under the “Legal Notice” tab), and to provide a more consistent experience across our brands and channels. We may also use your information when we believe it is necessary to protect our rights, property and safety and that of our employees, customers and others. Finally, we may be required to use your personal information to comply with applicable law, for audit purposes or to respond to requests from government authorities. We will engage in these activities in order to fulfill a contract with you, to comply with a legal obligation, and/or because we have a legitimate interest in doing so.

Internal and service-related use.

We use your personal information to continue to improve and develop the products and services we can offer you and to optimize your experience with us. In addition, we use and store information, including personal information, to analyze the interactions and performance of our services, and to improve, supplement or enhance our services, or develop new products and services.

  1. Sharing your personal information

We may share your personal information provided through our Site with our affiliates, with third parties who provide services to you or us, with promotional partners, with social media companies, or with other third parties as necessary to conduct our business or comply with a legal obligation.

Public authorities.

We may share your personal information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information made to us, or to otherwise protect our rights.

Posting to other users.

Any content you post to a publicly accessible forum via our services may be publicly displayed on our Site. You acknowledge and understand that such channels or forums are intended for public, not private, communication.

Information from third parties.

We may also share your personal information with the following third parties and for the following purposes:

Information from third parties.

We may collect information about you from third parties or supplement the information we collect from you with additional records from third parties. We also collect information from third parties in order to improve our ability to serve you, to tailor our content for you, to offer you information that we believe may be of interest to you, and to inform our business and operational decisions.

Payment services

We make available to you certain third-party payment service processors such as PayPal. If you wish to use one of these services, your personal information will be collected by that third party and will be subject to that third party’s privacy policy. We have no control over, and are not responsible for, the collection, use or disclosure of your personal information by this third party.

  1. How we protect your personal information

We implement commercially reasonable and appropriate physical, administrative and technical security measures to protect your personal information from unauthorized access, use or disclosure, as well as loss or other breach of security.

Although we deploy these measures with respect to your personal information, no data transmission over the Internet can be guaranteed to be 100% secure. Your own conduct may dictate your level of protection. As such, we cannot guarantee the security of any personal information you transmit to us. You understand that any personal information you transfer to us is done so at your own risk.

Please be assured that any use or disclosure of your personal information complies with applicable laws.

  1. Retention of your personal information

We will keep your personal information on file for as long as it is required to fulfill the purposes for which it was collected. This includes complying with applicable laws, resolving disputes, enforcing our rights and contractual agreements. If we are unable, for technical reasons, to delete certain information from our systems, we will inform you and put in place appropriate measures to prevent any further use of the data. We may use anonymized data indefinitely.

For more information on your right to erasure, please see “Your right to your personal information”.

  1. Foreign visitors

The Site is hosted in the province of Quebec and is intended for users located in Quebec. However, like almost all Web sites, our Site is accessible to visitors from other jurisdictions.

If you are located outside Quebec, please note that the privacy laws that apply to you may differ from those in Quebec, and your personal information may be subject to access requests from Canadian or Quebec governments, courts or law enforcement agencies. In addition, this data may be stored on servers located outside your territory of residence.

By using the Site or providing us with information, you consent to the transfer, processing, use, sharing and storage of your information, including your personal information, as set out in the Policy.

  1. Third-party Web sites and features

The Site contains links to other websites and may include or contain certain social media or other features provided by third-party platforms (i.e., the ability to share on Facebook or the Facebook “Like” button). These features may collect some of your personal information and may set a “cookie” to enable the functionality to work properly. The use of these third-party features may require the third-party operator to provide us with certain information, including personal information. If you press social media icons on the website (such as for Facebook or Instagram), we may have access to your personal information that you have provided on these third-party sites or applications. Your interactions with these features or another website are governed by the policies of the third party that provides them. The Policy applies only to our Site.

  1. Minors

The Site is not intended for persons under the age of 13. We do not knowingly collect personal information online from visitors in this age group without parental consent. If you are the parent or guardian and believe that your child under the age of 13 has provided us with personal information, please contact us to request its deletion using the contact information provided in the “Contact” section.

  1. Changes

The Policy is effective as of the date indicated below. We reserve the right to change it from time to time to reflect, for example, changes in our practices or for other operational, legal or regulatory reasons, and will post any changes on this page.

To the fullest extent permitted by applicable law, our use of personal information is governed by the Policy in effect at the time we use the information. By accessing the Site after any changes have been made to the Policy, you are deemed to have accepted those changes.

  1. Contact

For more information about our privacy practices, if you have any questions or concerns, or if you wish to file a complaint, please contact RPRP at the following coordinates:

Attention : Louise Chrétien

Natur’Eau – Spa & Chalets

22, Chemin Natur’Eau, Mandeville Québec CA J0K 1L0

[email protected]


Last update: 2023-09-11

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