Privacy policy

1. Data controller

BestMobileCanada inc., a corporation incorporated in Quebec (Canada), whose head office is located in Quebec City, Canada, is responsible for processing your personal information within the meaning of Quebec's Act respecting the protection of personal information in the private sector and of the Personal Information Protection and Electronic Documents Act (PIPEDA, Canadian federal law).

Our personal information protection officer can be reached at service@bestmobilecanada.com.

2. Information we collect

We collect only the information necessary to provide our services:

• Identity and contact details: first name, last name, email address, phone number, shipping and billing postal address.
• Order data: products purchased, amounts, dates, payment method used (never the full card number).
• Account data: credentials, preferences, purchase history.
• Technical data: IP address, device and browser type, pages viewed, visit duration (for analytics and security purposes).
• Communications: emails exchanged with our customer service.
• Chat: if you use the site chat, we keep the transcript (your messages and our team's replies), the language and status of the conversation, the date and version of the notice you accepted, your email address if you choose to leave it — or, if you are signed in, your account address — (only to notify you of our reply), the link to your account if you are signed in, and a keyed hash (HMAC) of your IP address, used to prevent abuse — never the address itself. Payment card numbers are masked automatically before anything is stored. No conversation is created unless you have accepted the notice shown before your first message. Only authorized members of our team read and answer conversations; no automated decision is made from this information. We only discuss an order's details in the chat if you are signed in to the account that owns it, or after you enter a one-time code sent to the order's email address. If you have left the chat for at least 5 minutes and we have your address (left in the chat, or your account's), the text of our reply is also emailed to you.

3. Purposes of collection

We use your personal information to:

• process your orders and organize shipping;
• manage your account and your purchase history;
• honor the 3-month warranty and process returns;
• send you transactional communications (invoices, package tracking);
• respond to your customer service requests;
• answer your questions before purchase and about your orders in the chat, where a member of our team replies to you, and notify you of our reply by email if you left us your address;
• with your consent, send you marketing communications (newsletter, offers);
• improve our site, prevent fraud and secure our systems;
• comply with our Canadian legal and tax obligations.

4. Cookies and similar technologies

Our site uses cookies to operate the shopping cart, maintain your session, measure page performance and personalize certain recommendations. The types of cookies used are:

• Essential cookies: required for the cart, authentication and payment to work. They cannot be disabled.
• Analytics cookies: help us understand how you use the site (pages visited, time spent). Aggregated and anonymized data.
• Marketing cookies: used with your explicit consent to measure the effectiveness of our advertising campaigns.
• Chat cookie (bmc_chat): strictly necessary for the chat to work; it links your browser to your conversation. Set only when you start a conversation, inaccessible to scripts (httpOnly) and limited to the site's /api/chat addresses, it expires after 30 days and is deleted when you delete the conversation (trash icon “Delete conversation” in the chat window).

You can manage your preferences at any time via the cookie banner or your browser settings.

5. Third parties and processors

We share certain data only with the providers necessary to deliver the service:

• PayPal (Canada) Co. — secure payment processing (credit card or PayPal account). PayPal is PCI-DSS Level 1 compliant. We never store full card numbers.
• Canada Post, Purolator, UPS Canada — package shipping (name, address, phone only).
• OVH (OVH Hosting Inc., Montreal) — dedicated server located in Beauharnois (Quebec) that hosts the site, its database and chat conversations. Our transactional emails (order confirmations, package tracking, chat notices) are sent from this server, with no third-party sending service.
• Cloudflare — domain DNS; does not receive the content of your exchanges.
• Google Analytics 4 — audience measurement (with IP anonymization).
• Google Workspace (Google LLC) — hosts our service@bestmobilecanada.com mailbox. When you write to us in the chat, the notice sent to our team contains neither your messages, nor your email, nor your order number: only a link to our administration page. If you write to us by email, your message is stored at Google, possibly outside Quebec, for the period set for customer service communications (section 6).

All our processors are contractually bound to provide a level of data protection equivalent to that required by applicable Canadian privacy laws. We never sell your data to third parties.

6. Data retention

We retain your data for the following periods:

• Invoices and order data: 7 years (Canadian tax obligation).
• Account data: as long as the account is active, then 24 months after the last login.
• Warranty history: 12 months after the end of coverage (so 15 months maximum from delivery, since coverage is 3 months).
• Anonymized analytics data: 26 months.
• Customer service communications: 3 years after the last interaction.
• Chat transcripts: 180 days after the conversation's last activity, then deleted automatically (daily purge). This is an exception to the period above for customer service communications. One-time verification codes expire after 10 minutes; they are deleted as soon as they are used or, at the latest, by the purge that follows their expiry. You can delete your conversation at any time with the trash icon “Delete conversation” in the chat window, or by asking our team to delete it. Technical backup copies of the database, kept on the same server in Quebec and used only to restore after a failure, may still contain a deleted conversation until they are removed.
• Password: reset links sent by email are valid for 60 minutes and single use (only a hashed fingerprint is kept), then deleted 7 days after they expire. Every password change, and every link sent by our team, is recorded in a security log (date, type of change and, where applicable, the team member who made it — never the password or your IP address), kept for 24 months.

7. Your rights

In accordance with Quebec's Act respecting the protection of personal information in the private sector and other applicable Canadian privacy laws, you have the following rights over your personal information at all times:

• right of access to your data;
• right to rectify inaccurate data;
• right to deletion ("right to be forgotten"), subject to legal obligations;
• right to data portability;
• right to withdraw your consent at any time;
• right to file a complaint with the Commission d'accès à l'information du Québec (cai.gouv.qc.ca);
• right to file a complaint with the Office of the Privacy Commissioner of Canada (priv.gc.ca).

8. Security

All communications with our site are encrypted with TLS 1.3. Passwords are hashed using the bcrypt algorithm. Backups are kept on our dedicated OVH server in Beauharnois (Quebec). Access to customer data is limited to employees who strictly need it, and is logged.

9. Data hosting

Your personal information is hosted in Quebec, on a dedicated OVH server located in Beauharnois. Some processors (audience measurement, email) may process data from the United States and the European Union. In those cases, standard contractual clauses are in place to guarantee an adequate level of protection.

Chat conversations are kept exclusively in Quebec, on that same server. No chatbot or automated tool writes the replies: every message is read and answered by a member of our team, and the content of conversations is not entrusted to any external provider. Only the copy of our reply sent to your own email address (the one you left, or your account's — section 2) leaves our server.

10. Contact

To exercise your rights or ask a question about this policy, write to our personal information protection officer:

BestMobileCanada inc.
Attn: Personal Information Protection Officer
Quebec City, Canada
Email: service@bestmobilecanada.com
Phone: 1-844-558-0001

We respond to any request within a maximum of 30 days, in accordance with applicable Canadian privacy laws.

11. Changes

We may update this policy to reflect legal or operational changes. The last update date is shown at the top. In case of a significant change, we will notify you by email or by notice on the site.