Privacy policy

Last updated: July 30, 2026

This Privacy Policy explains how Vialcrest collects, uses, discloses, and protects personal information when you visit vialcrest.ca, place an order, use customer-support features, or otherwise interact with us.

1. Information we collect

Depending on how you interact with the store, we may collect:

  • Contact and identity information, such as name, email address, telephone number, billing address, and delivery address;
  • Order and transaction information, such as products, amounts, discounts, payment status, shipping status, and support history;
  • Payment-related information processed by Shopify and available payment providers. Vialcrest does not store complete payment-card numbers;
  • Device and network information, such as IP address, browser, device type, cookies, approximate location, referring pages, and website activity;
  • Messages and information submitted through forms, customer accounts, email, or the website chatbot; and
  • Fraud-prevention, security, and consent records.

2. How we use information

We use personal information to:

  • Operate the website and provide requested products and services;
  • Process payment, fulfill orders, provide tracking, and support returns or claims;
  • Communicate about orders, support requests, policies, and service updates;
  • Secure the store, prevent fraud and abuse, enforce rate limits, and comply with legal obligations;
  • Maintain records and respond to access, correction, or privacy requests; and
  • Understand and improve website performance, navigation, customer support, and store operations.

3. Shopify and service providers

The store is hosted by Shopify, which processes customer personal information to provide ecommerce, checkout, security, and related services. Shopify’s handling of consumer personal information is described in the Shopify Consumer Privacy Policy.

We disclose information only as reasonably needed to service providers such as payment processors, shipping carriers, fraud and security providers, cloud-hosting providers, analytics providers, and professional advisers, or when required by law.

4. Chatbot privacy

When you use the Vialcrest chatbot, the messages included in the active conversation are transmitted to the chatbot service to produce a response. The chatbot uses Cloudflare infrastructure for request handling, IP-based rate limiting, and abuse blocking, and Amazon Bedrock to process normalized chat messages. Do not submit payment-card details, government identification, health information, or other sensitive personal information through chat.

The chatbot application code does not maintain a customer conversation database. Limited IP-based rate-limit or abuse-block records may be retained temporarily for security and service availability.

5. Cookies and analytics

Shopify and authorized services may use cookies and similar technologies for essential store functions, checkout, security, preferences, measurement, and—if enabled—analytics or advertising. Available consent and privacy controls are presented according to store configuration and applicable requirements. You may also manage cookies through your browser, although blocking essential cookies can prevent parts of the store from working.

6. Consent and choices

We collect, use, and disclose personal information with consent or as otherwise permitted or required by law. You may withdraw consent to optional processing, subject to legal and contractual restrictions and reasonable notice. Withdrawal does not affect processing already lawfully completed and may limit our ability to provide certain services.

7. Retention

We retain personal information only as long as reasonably necessary for the purposes described here, including order fulfillment, customer service, fraud prevention, accounting, dispute resolution, and legal or regulatory requirements. Retention periods vary by record type and service provider.

8. Safeguards

We use administrative, technical, and organizational safeguards appropriate to the sensitivity of the information. No online system is completely secure, and we cannot guarantee absolute security.

9. Processing outside your province or Canada

Shopify and other providers may process or store information in Canada, the United States, or other jurisdictions. Information processed elsewhere can be subject to the laws and lawful-access requirements of those jurisdictions.

10. Access and correction

Subject to applicable law, you may request access to personal information we hold about you or ask us to correct inaccurate information. We may need to verify your identity and may refuse or limit a request where permitted or required by law.

11. Children

The store is intended for adults aged 18 or older. We do not knowingly solicit purchases from minors.

12. Changes

We may update this policy to reflect changes to store practices, services, or legal requirements. The revised policy will be posted with a new “Last updated” date.

13. Contact and privacy requests

Submit privacy questions, access or correction requests, and complaints through the Vialcrest Contact page. Please identify the request as a privacy matter and provide enough information for us to respond.