Privacy Policy

Introduction

Crown & Caliber is committed to protecting your personal data and respecting your privacy rights. This Privacy Policy explains how we collect, use, and protect your information when you visit our website or use our watch repair services.

This policy applies to all information collected through our website, email communications, and in-person interactions at our Kelowna facility.

For privacy-related inquiries, contact us at [email protected]

Information We Collect

Personal Data

We collect the following types of personal information:

• Contact Information: Name, email address, phone number, mailing address
• Service Information: Watch details, service history, repair requirements
• Communication Data: Messages sent through contact forms, email correspondence
• Transaction Data: Service agreements, invoices, payment information

Usage Data

We automatically collect certain information when you visit our website:

• Technical Data: IP address, browser type, operating system
• Usage Data: Pages visited, time spent on site, referral sources
• Cookie Data: Preferences and session information (see our Cookie Policy)

How We Use Your Information

We process your personal data for the following purposes:

Service Delivery

• Providing watch repair and restoration services
• Communicating about service status and completion
• Maintaining service records and watch history
• Processing payments and issuing invoices

Business Operations

• Responding to inquiries and customer service requests
• Improving our website and service offerings
• Analyzing usage patterns to enhance user experience
• Complying with legal and regulatory requirements

Marketing Communications (with consent)

• Sending service updates and maintenance reminders
• Sharing information about new services or offerings
• Providing educational content about watch care

Legal Basis for Processing

We process your personal data based on:

• Consent: For marketing communications and optional data processing
• Contract: To provide requested watch repair services
• Legitimate Interest: For business operations, fraud prevention, and service improvement
• Legal Obligation: For tax records, financial reporting, and regulatory compliance

Data Retention

We retain your personal data for the following periods:

• Contact Form Submissions: 3 years from last interaction
• Service Records: 5 years for warranty and service history purposes
• Financial Records: 7 years as required by Canadian tax law
• Marketing Data: Until consent is withdrawn or account closed

After these periods, we securely delete or anonymize your data unless longer retention is required by law.

Data Security

We implement appropriate technical and organizational measures to protect your personal data:

• Secure server infrastructure with encryption
• Regular security audits and vulnerability assessments
• Limited employee access on a need-to-know basis
• Secure physical storage for paper records
• Regular backup procedures to prevent data loss

In the event of a data breach affecting your personal information, we will notify you within 72 hours as required by applicable privacy laws.

Data Sharing

We do not sell your personal data. We may share your information with:

• Service Providers: Payment processors, email services, website hosting providers
• Parts Suppliers: When ordering specific components for your watch (watch details only)
• Legal Authorities: When required by law or to protect our legal rights

All third-party service providers are contractually obligated to protect your data and use it only for specified purposes.

Your Privacy Rights

Under Canadian privacy law (PIPEDA) and applicable provincial legislation, you have the right to:

• Access: Request copies of personal data we hold about you
• Rectification: Correct inaccurate or incomplete personal data
• Erasure: Request deletion of your personal data (subject to legal obligations)
• Data Portability: Receive your data in a structured, machine-readable format
• Object: Object to processing of your personal data
• Withdraw Consent: Withdraw consent for marketing communications at any time
• Lodge a Complaint: File complaints with the Office of the Privacy Commissioner of Canada

To exercise these rights, contact us at [email protected]. We will respond to your request within 30 days.

Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal data from children. If you believe we have inadvertently collected information from a minor, please contact us immediately so we can delete it.

International Data Transfers

Your data is primarily stored and processed in Canada. If we transfer data outside Canada, we ensure appropriate safeguards are in place through standard contractual clauses or adequacy decisions recognized under Canadian privacy law.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of material changes by posting the updated policy on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.