Privacy Policy

We collect only the information needed to fulfil your order and operate our business.

Information you provide directly:

• Name and contact information (email, phone number, shipping and billing addresses)
• Age verification information (date of birth and, where required, government-issued ID at delivery)
• Payment information (processed by our payment providers — we do not store card numbers)
• Order history and product preferences
• Communications with our support team

Information collected automatically:

• IP address, browser type, and device information
• Pages visited and time spent on the site
• Referring website and search terms
• Cookies and similar tracking technologies (see Section 5)

We use your personal information to:

• Process and fulfil your orders, including shipping and age verification
• Provide customer service and respond to inquiries
• Send transactional emails (order confirmations, shipping updates, invoices)
• Comply with legal obligations under the Tobacco and Vaping Products Act and provincial excise regulations
• Detect and prevent fraud, unauthorized access, and illegal activity
• Improve our website, products, and customer experience
• Send marketing communications, only where you have opted in (you can unsubscribe at any time)

We share your information with trusted third-party service providers only to the extent required to operate our business. Each provider is bound by confidentiality obligations and applicable privacy laws.

• Payment processors (for secure card processing and fraud prevention)
• Shipping carriers (for delivery and age verification on arrival)
• Accounting software (QuickBooks Online — for invoicing and bookkeeping)
• Inventory and order management platforms (Katana, Lightspeed Commerce)
• Email service providers (for order confirmations, invoices, and opt-in newsletters)
• Analytics providers (for aggregated, anonymized site usage statistics)

We do not sell, rent, or trade your personal information to any third party for marketing purposes.

We may disclose your personal information without your consent when required by law, including in response to lawful requests from Canadian tax, customs, or regulatory authorities (for example, the Canada Revenue Agency's excise reporting requirements for vaping products).

Our website uses cookies and similar technologies to keep your cart contents, remember your preferences, and understand aggregate usage.

You can disable cookies in your browser settings. Some features of the site (such as the cart) may not work correctly without cookies enabled.

As a regulated vaping products retailer, we are required by law to verify that our customers are of legal age (18 or 19+, depending on province) at both the time of purchase and the time of delivery.

Age verification information (including any ID checked at delivery) is used solely to comply with regulatory requirements and is retained only as long as required by law.

We retain your personal information only as long as needed for the purposes described in this policy, or as required by law.

• Order and transaction records: retained for a minimum of 6 years to meet CRA record-keeping requirements
• Account information: retained while your account is active; deleted on request
• Marketing preferences: retained until you unsubscribe
• Analytics data: aggregated and anonymized within 90 days

We take reasonable technical and organizational measures to protect your personal information, including encrypted connections (HTTPS), access controls, and secure storage.

However, no method of transmission over the internet or electronic storage is 100% secure. We cannot guarantee absolute security, but we work to minimize risk.

Under PIPEDA and applicable provincial privacy legislation, you have the right to:

• Know what personal information we hold about you
• Access a copy of your personal information
• Request correction of inaccurate or incomplete information
• Withdraw consent for marketing communications at any time
• Request deletion of your personal information (subject to legal retention requirements above)
• File a complaint with the Office of the Privacy Commissioner of Canada

To exercise any of these rights, contact us using the information in Section 13.

Our site is not intended for minors. We do not knowingly collect personal information from anyone under the legal age for vaping product purchase in their province.

If we become aware that we have collected such information, we will delete it immediately.

Some of our service providers (including payment processors, email services, and accounting software) may store or process data outside Canada. When this happens, your information may be subject to the laws of those jurisdictions, including lawful access by foreign courts and government authorities.

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The "Last updated" date at the top of this page indicates the most recent version.

Material changes will be communicated by posting a notice on our website. Your continued use of our services after any change constitutes acceptance of the updated policy.

If you have questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us at:

Cloud Haven Vape Shop

Contact information available on our Contact page.

You may also file a complaint with the Office of the Privacy Commissioner of Canada.