Privacy Policy

Rugaroo Privacy Policy

Privacy Policy

Effective date: August 29, 2025
Last updated: August 29, 2025

Rug-A-Roo (“Rug-A-Roo,” “we,” “us,” or “our“) respects your privacy. This Privacy Policy explains how we collect, use, disclose, and protect your personal information when you visit our website, contact us, shop with us, or use our services in Canada.

If you do not agree with this Policy, please do not use our services. By providing personal information to Rug-A-Roo, you consent to our collection, use, and disclosure of that information as described below.

Opted-in SMS Information

Rug-A-Roo values your privacy and is committed to not sharing, selling, or otherwise disclosing your opted-in SMS information to third parties. Your phone number and any information related to your SMS subscription will not be shared with any external entities unless required by law or in connection with a legal obligation.

Who we are & how to contact us

Business name: Rug-A-Roo
Mailing address: 1407 Main Street North, P.O. Box 316, Callander, Ontario, P0H 1H0, Canada
Phone: (705) 752-2400
Email: info@rugaroo.ca

If you have questions or concerns about this Policy or our privacy practices, please contact our Privacy Officer using the details above.

Scope

This Policy applies to personal information we collect in connection with:

  • Our website(s) and online properties that link to this Policy;

  • Our retail showroom(s), mobile consultations, estimates, and installation services;

  • Phone, SMS, email, and social media communications with us; and

  • Promotions, contests, events, and surveys that we run.

This Policy does not apply to information about Rug-A-Roo employees or contractors, which is handled under separate policies.

Personal information we collect

The personal information we collect depends on how you interact with us. It may include:

Identifiers & contact details
Name, postal address, service/installation address, email address, phone number(s), and preferred method of contact.

Customer & order information
Quotes and estimates, product selections, measurements, notes about your space (e.g., subfloor condition), project photos (before/after with your permission), delivery/installation timing, and warranty/claims records.

Payment information
Payment method, transaction totals, and billing details. Payment card numbers are processed by our payment processor(s). We do not store full card numbers or CVV.

Communications & preferences
Emails, messages, call notes, reviews, survey responses, marketing preferences, and contest entries.

Website, device & usage data
IP address, device identifiers, browser type, pages viewed, referring/exit pages, and interactions with our website or emails. We collect this using cookies, pixels, and similar technologies. See Cookies & tracking below.

Social media content
If you tag or message us on platforms (e.g., Facebook or Instagram) we may collect the content you post and your public profile information as permitted by the platform’s terms and your settings.

In‑store CCTV
For security and loss prevention, our premises may use CCTV. Where used, signage is posted. Footage is retained for a limited time unless required for investigations.

How we collect personal information

  • Directly from you when you request a quote, place an order, schedule a measure or installation, create an invoice, contact us, enter a contest, or opt in to marketing.

  • Automatically when you use our website or interact with our emails (via cookies, pixels, and similar technologies).

  • From service providers and partners such as installers, delivery partners, payment processors, advertising/analytics providers, and social media platforms (consistent with their terms and your settings).

Why we use your information

We use personal information to:

  • Provide, deliver, and install products and services you request;

  • Prepare quotes/estimates and schedule measurements/installs;

  • Process payments, issue invoices, and keep records for tax and accounting;

  • Provide customer service, handle returns, warranty, and claims;

  • Send operational communications (e.g., appointment reminders, order updates);

  • Personalize your experience and improve our website, products, and services;

  • Run promotions, events, and surveys;

  • Send marketing communications with your consent (you may unsubscribe at any time);

  • Maintain the security of our premises and systems; and

  • Meet legal, regulatory, and compliance obligations.

Our approach to consent

Where required by law, we obtain your consent (express or implied) for collection, use, and disclosure of personal information. You may withdraw your consent at any time, subject to legal or contractual restrictions and reasonable notice. Withdrawing consent may limit our ability to provide certain services.

How we share personal information

We may disclose personal information to:

  • Service providers who help us operate (e.g., installers, delivery companies, measurement and estimation services, IT/hosting, payment processing, analytics, email/SMS platforms, marketing or advertising partners). These providers are permitted to use the information only to provide services to Rug-A-Roo and must protect it appropriately.

  • Suppliers/brands as needed to process special orders, warranty claims, or technical product support.

  • Business partners when we co‑sponsor events or promotions (we will identify partners at the time of collection).

  • Authorities or other parties to comply with law, enforce our agreements, or protect rights, property, customers, and safety.

  • Business transactions (e.g., merger, acquisition, financing, or sale of assets). We will require the recipient to honour this Policy or provide you notice and choices.

We do not sell your personal information.

International transfers

Some service providers may process personal information outside of your province or outside Canada (e.g., in the United States). When transferred, your information may be subject to the laws of those jurisdictions. We take reasonable steps to ensure any such transfers are subject to appropriate protections.

Cookies & tracking technologies

We use cookies, pixels, tags, and similar tools to:

  • enable site functionality;

  • remember your preferences;

  • understand website traffic and performance; and

  • (if enabled) deliver and measure advertising.

You can control cookies through your browser settings. If we use optional analytics/advertising cookies, we will provide a banner or settings tool where you can make choices. Note that blocking certain cookies may impact site functionality. At this time, our website may not respond to “Do Not Track” signals.

Your privacy rights

Subject to applicable law, you may have the right to:

  • Access the personal information we hold about you;

  • Correct inaccurate or incomplete information;

  • Withdraw consent to our use/disclosure of your information (where consent is the basis);

  • Request explanations of our policies and practices relating to personal information; and

  • Make a complaint to us and/or to the Office of the Privacy Commissioner of Canada.

To exercise your rights, please contact us using the details in Who we are & how to contact us. We may need to verify your identity.

Quebec residents

If you reside in Quebec, additional rights may apply under provincial law (often referred to as “Law 25”), including the right to have outdated, inaccurate, or unlawful information corrected or deleted in certain circumstances and the right to data portability where prescribed by law. Rug-A-Roo designates a Privacy Officer responsible for compliance; contact details are provided above.

Data retention

We retain personal information only as long as necessary to fulfill the purposes described in this Policy and to meet legal, accounting, or reporting requirements. For example, invoice records may be kept for tax purposes and warranty support. When information is no longer required, we securely delete, anonymize, or archive it.

Security

We use administrative, technical, and physical safeguards appropriate to the sensitivity of the information to protect personal information against loss, theft, and unauthorized access, use, disclosure, or modification. No method of transmission or storage is completely secure; we cannot guarantee absolute security.

Marketing communications (email & SMS)

We send commercial electronic messages (e.g., emails or texts) in compliance with Canadian anti‑spam laws. You may unsubscribe at any time using the link in our messages or by contacting us. We will honour unsubscribe requests within the required timeframes. Operational or transactional messages (e.g., appointment reminders, invoices) may still be sent.

Third‑party websites & services

Our website may link to third‑party sites (e.g., supplier or social media sites). We are not responsible for the privacy practices of those third parties. We encourage you to read their privacy pol