Privacy Policy

This policy explains how we handle personal information when you place an embroidery order at an event, contact us through our website, or use a staff or organizer account. It does not cover the event host's or a brand's own websites or programs. We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario law.

We collect only what we need to make, track and hand over your order, or to answer your inquiry. We use it for those purposes. We do not sell personal information, and we do not use order details to contact you later unless you ask us to.

Guest orders: your name, email address and mobile number; the items and personalization you choose (text or initials, font, thread colour, letter height, placement and any design); your update choice (text, email, both, or checking at the booth); and any notes. If an event requires proof of purchase, a receipt number or receipt photo.

Consent and opt-out records: the choices you made, the wording and version shown, the date and time, and any later withdrawal or STOP request.

Message records: for updates we send, the message type, recipient, send time and the delivery status reported by our provider.

Website inquiries: the details you enter in our contact form and the privacy notice you agreed to. These are handled separately from guest orders.

Staff and organizer accounts: name, email, role and sign-in records.

Technical information: our hosting provider processes IP addresses and basic request data to deliver and protect the site, and Google Fonts receives your IP address when a page loads fonts.

To take, produce, label and hand over your order; to send the order updates you chose; to answer and arrange what you asked about in an inquiry; to prevent duplicate or abusive orders and resolve problems; to run accounts securely; and to keep records showing what you agreed to and any opt-out.

Order update messages are not marketing, and agreeing to them is not permission to send you promotions. We do not currently collect marketing sign-ups or send marketing messages. If we offer that in future, it will be a separate, optional choice that you can withdraw at any time.

If you ask us to follow up with you (for example about a later event), we use your details only for that request.

The order form explains what is needed to complete an order. Approving your order details and accepting our terms are required to order. Text updates and showing contact details on the staff label are optional and unticked by default; declining them does not affect your embroidery. You may withdraw consent at any time, subject to legal or contractual restrictions; withdrawing before your item is made may mean we cannot complete it.

Our staff assigned to the event see your order; owners and administrators can see business records. Event organizers and brand clients see order counts and production statistics, not your email, phone number or messaging consent. Public screens, pickup stubs and status pages show your order number and status, not your contact details. Production labels show your order number, name and production details, and your contact details only if you tick the optional label box.

Service providers process information for us only to run the service: Lovable (application hosting, managed database, sign-in and file storage), Twilio (text messages and delivery reports), Resend (email updates) and Google (fonts and, on public pages, aggregate website analytics). We may disclose information where required or permitted by law.

Our providers may store or process information in the United States or other countries. We do not promise that information is stored in Canada. Information held outside Canada is subject to the laws of those countries, and their authorities may be able to access it.

We keep personal information only as long as needed for the purpose it was collected for, such as completing your order and pickup, resolving a problem, or responding to your inquiry. When it is no longer needed, we aim to delete or anonymize it.

Some records may be kept longer where reasonably needed to meet legal, tax or accounting requirements, handle a claim or complaint, show what consent was given, or honour an opt-out so we do not contact you again. Removing contact details from an event's orders is currently a step our staff carry out after reviewing the event; it is not automatic and may happen after the event's review date. Our providers may keep copies, logs and backups for a period under their own practices, so removal from every copy is not immediate.

Information that no longer identifies you, such as order totals and production statistics, may be kept.

You can ask us at any time to delete or anonymize information we no longer need. We will tell you what we must keep and why.

We use safeguards suited to the sensitivity of the information, including access limited by role and event, private file storage, and verification of messages from our text provider. No system is perfectly secure, and we cannot guarantee that information will never be accessed without permission. If a breach creates a real risk of significant harm, we will notify you and report it as the law requires.

Guests under 13 must have a parent or guardian place or approve the order. Parents or guardians may need to act for younger guests in other cases too. We do not send marketing to children.

You may ask to access or correct your personal information, withdraw a consent, or make a complaint by emailing sales@embroiderysolutions.ca or writing to the address below. We may need to confirm your identity. To stop text updates, reply STOP. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada.

Our public website uses Google Analytics cookies to measure overall site use. We do not send guest names, contact details or personalization to Google. Advertising features and Google signals are disabled, and signed-in, staff, organizer and production pages are not measured. You can opt out with the Google Analytics opt-out browser add-on or by blocking cookies.

We will post updates here with a new version. Changes apply going forward and do not change what you agreed to for an earlier order. See also the Text Message Terms. Privacy contact: sales@embroiderysolutions.ca.

Email sales@embroiderysolutions.ca. Mail: 120 Torresdale Avenue, North York, ON M2R 3N7, Canada.