Privacy Policy

1. Information We Collect

We collect personal information that you provide directly to us, and certain technical information collected automatically when you visit our website.

Information you provide:

• Order details: name, email, phone number, billing address, recipient name & address, gift message, delivery instructions
• Payment information: processed securely by our payment processors (we do not store full card numbers)
• Account information: if you create an account, your password (encrypted), order history, and preferences
• Communications: messages you send via email, phone, WhatsApp, contact form, or live chat

Information collected automatically:

• IP address, browser type, device type, and operating system
• Pages visited, time spent on pages, referring URL
• Cookies and similar tracking technologies (see Section 7)

2. How We Use Your Information

We use your personal information only for the following purposes:

• To process and fulfill your orders
• To deliver flowers to the recipient address you specify
• To send order confirmations, delivery updates, and customer service communications
• To handle refunds, substitutions, and customer inquiries
• To send marketing emails or SMS – only if you opt in – which you can unsubscribe from at any time
• To improve our website, products, and services
• To detect and prevent fraud
• To comply with legal obligations (taxes, accounting, court orders)

3. How We Share Your Information

We never sell your personal information. We share it only with trusted third parties who help us operate our business, and only to the extent necessary:

• Payment processors: Moneris, Stripe, PayPal, Interac (PCI-DSS compliant)
• Delivery partners: our couriers, who receive only the recipient name, address, and phone number needed to deliver your order
• Email/SMS providers: for transactional and (with consent) marketing communications
• Analytics providers: Google Analytics, Google Ads (anonymized where possible)
• Hosting & security providers: our website hosting and security infrastructure
• Legal authorities: when required by law, court order, or to protect our rights

4. Data Storage & Security

Your data is stored on secure servers and protected with industry-standard safeguards: SSL/TLS encryption in transit, encrypted databases at rest, regular security audits, restricted staff access, and PCI-DSS compliance for payment data.

While we use industry best practices, no system is 100% secure. In the unlikely event of a data breach affecting your personal information, we will notify you and the appropriate regulators as required by law.

5. Data Retention

We retain your personal information only as long as needed:

• Order & transaction data: 7 years (Canada Revenue Agency requirement)
• Account data: for the life of your account, plus 90 days after deletion
• Marketing data: until you unsubscribe
• Website analytics: up to 26 months

6. Your Rights

Under PIPEDA, Ontario privacy law, and where applicable GDPR, you have the right to:

• Access the personal information we hold about you
• Correct inaccurate or incomplete information
• Delete your personal information (subject to legal retention requirements)
• Withdraw consent for marketing or other optional uses at any time
• Opt out of marketing emails (unsubscribe link in every message)
• Request a copy of your data in a portable format
• File a complaint with the Office of the Privacy Commissioner of Canada

To exercise these rights, email us at info@flowerempire.ca with your request. We will respond within 30 days.

7. Cookies & Tracking

Our website uses cookies and similar technologies for:

• Essential cookies: required for the cart, checkout, and login (cannot be disabled)
• Analytics cookies: help us understand site traffic and improve the user experience
• Marketing cookies: for personalized advertising on Google Ads, Meta, and other platforms

You can manage or block cookies in your browser settings. Blocking essential cookies may prevent the website from functioning correctly.

8. Children’s Privacy

Our services are not directed at children under 13. We do not knowingly collect personal information from anyone under 13. If you believe a child has provided us with personal data, please contact us so we can delete it.

9. International Visitors

Our servers are located in Canada and the United States. By using our website, you consent to the transfer and processing of your data in these countries. Where applicable, we use Standard Contractual Clauses or equivalent safeguards for cross-border data transfers.

10. Third-Party Links

Our website may link to third-party sites (Instagram, WhatsApp, Google Maps, payment processors). We are not responsible for the privacy practices of these sites – please review their privacy policies directly.

11. Updates to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via email or a prominent notice on our website. The “Effective” date at the top of this page indicates the latest version.

12. Privacy Contact

For privacy questions, requests, or complaints, contact our Privacy Officer:

Flower Empire – Privacy Officer

Email: info@flowerempire.ca
Phone: 416-388-0409