Privacy Policy

Conciergerie Lux ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use any of our services — including residential cleaning, gourmet meal plans, luxury transport, personal assistant services, dog sitting and boarding, travel booking, event planning, property management, and errand services — or visit our website.

By using our services or accessing our website, you consent to the practices described in this policy. This policy applies to all personal information collected by Conciergerie Lux, whether online, offline, or through any of our service interactions.

Personal & Contact Information

We may collect the following when you book or use our services:

• Full name, email address, phone number, and residential address
• Billing address and payment information (processed securely through third-party payment processors — we do not store full credit card numbers)
• Communication history with our team (emails, phone calls, chat messages)

Service-Specific Information

Depending on the services you use, we may collect additional information necessary to deliver that service:

• Cleaning Services — Property details (size, type, number of rooms), access codes, alarm information, special cleaning instructions, and scheduling preferences
• Meal Plans — Dietary preferences, food allergies and intolerances, nutritional goals, macro targets, and health-related dietary needs (e.g. anti-inflammatory, gut health)
• Luxury Transport — Pickup and drop-off locations, flight details for airport transfers, vehicle preferences, and special requirements (child seats, accessibility needs)
• Personal Assistant — Task details, scheduling information, personal preferences, shopping lists, and other information you choose to share for task completion
• Dog Sitting & Boarding — Pet name, breed, age, vaccination records, medical conditions, medications, behavioral information, veterinarian contact details, and emergency contacts
• Travel Booking — Passport details, travel document information, loyalty program numbers, travel preferences, dietary requirements for flights, and mobility or accessibility needs
• Event Planning — Event details, guest lists, venue preferences, catering requirements, and budget information
• Property Management — Property details, key and access credentials, vendor contacts, maintenance history, and tenant/guest information
• Errand Services — Shopping lists, store preferences, prescription details (for pharmacy runs), and delivery instructions

Automatically Collected Information

When you visit our website, we may automatically collect:

• IP address, browser type and version, operating system
• Pages visited, time spent on each page, and referring URLs
• Device type and screen resolution
• Language and locale preferences
• Approximate geographic location (city/region level, derived from IP address)

We use the information we collect for the following purposes:

Service Delivery

• Provide, schedule, and manage the services you have booked
• Process your bookings, payments, and subscriptions
• Assign appropriate staff, vehicles, or resources to your service
• Coordinate with third-party providers (airlines, hotels, vendors, contractors) as needed to fulfil your requests
• Prepare meals according to your dietary specifications and allergen requirements
• Care for your pet according to your instructions and veterinary guidance

Communication

• Send booking confirmations, scheduling updates, and service reminders
• Communicate with you about your ongoing services and account
• Provide pet care updates including photos and status reports
• Send promotional communications and special offers (with your consent; you may opt out at any time)

Improvement & Operations

• Improve and personalize our services, website, and user experience
• Conduct internal analytics and quality assurance
• Train and manage our staff to deliver better service
• Ensure the safety and security of our clients, staff, and properties
• Comply with legal obligations, resolve disputes, and enforce our agreements

We do not sell, rent, or trade your personal information. We may share your information only in the following circumstances:

• Service Staff — Our cleaning teams, chauffeurs, personal assistants, pet sitters, and other staff receive only the information necessary to perform their assigned service
• Payment Processors — Secure third-party payment providers process your transactions; they are bound by their own privacy and security policies
• Third-Party Service Providers — Airlines, hotels, venues, caterers, contractors, and other vendors involved in fulfilling your travel, event, or property management bookings receive only the information needed for the specific service
• Veterinary Providers — Emergency veterinary information may be shared in urgent pet care situations
• Analytics & Marketing Partners — Anonymized and aggregated website usage data may be shared with analytics tools (e.g., Google Analytics) and advertising platforms; this data cannot be used to identify you personally
• Legal Requirements — We may disclose information when required by law, subpoena, court order, or when necessary to protect the rights, property, or safety of Conciergerie Lux, our clients, or others
• Business Transfers — In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction, subject to the same privacy protections

We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of sensitive data in transit (TLS/SSL) and at rest
• Secure, access-controlled storage for physical keys, access codes, and credentials
• Encrypted communication channels for sensitive personal assistant interactions
• Comprehensive background checks for all staff prior to employment
• Non-disclosure agreements (NDAs) for all employees and contractors
• HIPAA and AML compliance training for VIP personal assistant staff
• Regular security assessments and updates to our systems
• Restricted access to personal information on a need-to-know basis

While we take every reasonable precaution, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security but are committed to protecting your information to the fullest extent practicable.

We retain your personal information only for as long as necessary to fulfil the purposes for which it was collected, provide our services, and comply with legal obligations:

• Active Accounts — Your information is retained for the duration of your active service relationship with us
• After Service Ends — We retain records for up to 7 years after your last service to comply with tax, legal, and regulatory requirements
• Financial Records — Transaction and billing records are retained as required by Canadian tax law
• Communication Records — Service-related communications may be retained for quality assurance and dispute resolution purposes
• Anonymized Data — Aggregated and anonymized analytics data may be retained indefinitely for business improvement purposes

Upon expiry of the retention period, personal information is securely deleted or anonymized. You may request earlier deletion of your data subject to our legal retention obligations (see Your Rights below).

Under applicable privacy laws, including Quebec's Law 25 (Act respecting the protection of personal information in the private sector) and Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), you have the right to:

• Access — Request a copy of the personal information we hold about you
• Correction — Request correction of inaccurate or incomplete information
• Deletion — Request deletion of your personal information, subject to legal retention requirements
• Withdrawal of Consent — Withdraw your consent for processing at any time (this may limit our ability to provide certain services)
• Portability — Request your personal information in a structured, commonly used, and machine-readable format
• Opt Out of Marketing — Unsubscribe from promotional communications at any time via the link in any marketing email or by contacting us
• Complaint — File a complaint with the Commission d'accès à l'information du Québec (CAI) if you believe your privacy rights have been violated

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have inadvertently collected information from a child under 18, we will take prompt steps to delete it. If you believe a child has provided us with personal information, please contact us immediately.

Your personal information is primarily stored and processed in Canada. However, in the course of providing our services (particularly travel booking and coordination), your information may be shared with third-party providers located outside of Canada, including airlines, hotels, and travel partners in other jurisdictions.

When your information is transferred outside of Canada, we ensure that appropriate safeguards are in place to protect your information in accordance with applicable Canadian privacy laws. By using our travel and international services, you consent to the transfer of your information to jurisdictions that may have different privacy standards than Canada.

We may update this Privacy Policy from time to time to reflect changes in our practices, services, technology, or legal requirements. When we make material changes, we will provide at least 30 days notice via email or a prominent notice on our website and update the "Last updated" date. Continued use of our services after the effective date of any changes constitutes acceptance of the updated policy.

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have a privacy-related complaint, please contact us at:

Email: info@conciergerielux.com
Phone: +1 (514) 555-0100
Address: Montreal, Quebec, Canada

You may also contact the Commission d'accès à l'information du Québec (CAI) if you wish to file a complaint regarding the handling of your personal information.