Privacy policy

We collect only what we need to answer you, build your bed and deliver it:

• What you send us on a form: your name, email, phone number, delivery address, the bed or project you configured, any notes, and how you heard about us.
• Conversations: the texts and emails you exchange with us, voicemails you leave, and calls with us on our business line. Calls may be recorded and transcribed so we have an accurate record of what was agreed.
• Order and payment records: what you ordered, invoices and whether they were paid. Card payments are processed by Stripe. We never see or store your full card number.
• Basic website data: pages visited, the site that referred you, approximate location from your IP address and device type, collected through Google Analytics using cookies. The site also keeps a small note in your browser of how you first arrived (for example from a search engine) and sends it with your inquiry. Our forms use Cloudflare Turnstile to block automated spam.
• Email delivery: whether an email we sent was delivered and opened.

We do not buy personal information from anyone, and the site is not directed at children.

• To answer your questions, prepare quotes and send swatches or photos you ask for.
• To build, invoice, deliver and set up your order, and to help you afterwards.
• To keep the business records that tax and consumer law require.
• To understand which pages and channels bring people to us, so we can improve the site.
• To keep our forms, phone line and systems free of spam and abuse.

We contact you about your inquiry or order by the channel you used: email, text or phone. We do not send marketing newsletters, and we do not sell, rent or trade your information. Reply STOP to any text and we will stop texting you.

Texts to our business line may be answered by an automated assistant so you get a reply quickly. It works only from our published prices and policies, and a person reads every conversation and steps in.

We share information only with the companies that help us run the business, only what each needs, and only by transferring it securely through their systems:

• Stripe, to send invoices and process card payments.
• Twilio, which carries our phone calls, voicemail and text messages, and Twilio SendGrid, which delivers our emails.
• Google, for our business email and website analytics.
• OpenAI, which transcribes and summarizes call recordings and helps draft replies to messages.
• Cloudflare, for spam protection on our forms.
• Hetzner, which hosts our website and customer records.
• Suppliers and delivery, when you ask for it: for example, a fabric supplier needs your name and address to mail you swatches.

We may also disclose information when the law requires it, or to protect our customers, our business or others from fraud or harm.

Storage outside Canada. Our servers and several of these providers are located in the United States, so your information is stored and processed there and may be subject to the laws of that country.

• The website, forms and customer records are served only over encrypted connections.
• Customer records sit behind a password-protected system that only the people running Maple Zen can open, on servers that are firewalled and accept administrative access by key only.
• Card details are entered on Stripe's own payment pages and never reach our systems.
• We keep only what we need and give our providers only what their job requires.

No system is perfectly secure. If a breach ever put your information at real risk, we would tell you and the Privacy Commissioner as the law requires.

We keep inquiry and order records for as long as we need them to serve you and to meet tax and legal record-keeping rules, which is generally six years after an order. Inquiries that never became an order are deleted or anonymized when they are no longer useful. You can ask us to delete yours sooner.

You can ask us at any time to show you the personal information we hold about you, correct it, stop contacting you, or delete it where the law does not require us to keep it. To do any of these, email hello@maplezen.ca or call or text (289) 536-0271. We answer within 30 days.

You can block analytics cookies in your browser settings without losing any part of the site.

If you are not satisfied with how we handle a privacy concern, you can contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.

If our practices change we will update this page and its date. The current version always lives at maplezen.ca/privacy.