Purchasing and confidentiality policy

PURCHASING TERMS AND CONDITIONS

All ticket and all membership sales, whether online or on site, are non-exchangeable and non-refundable.

For purchases made through the online ticketing service, we may ask you to present the credit card used for the purchase, as well as a photo ID, upon arrival.

At all times, the Zoo de Granby reserves the right to modify its operating days and hours, as well as its prices, and this without prior notice. No refunds or compensations will be given in the event of a late opening or early closure of all or part of the park.

Certain weather conditions may force the temporary closure of some activities, without any compensation.

With activities changing according to the seasons, certain sections of the site or attractions may be closed or not accessible during operating hours.

DAILY TICKETS

All ticket sales are final and cannot be combined with any other offer.

When buying tickets, customers are required to select a date for their visit. However, your date can be changed through your online account by choosing the “Reschedule your visit” option. A fee may apply.

All purchased tickets are valid only for the selected date or for the selected valid period. If tickets are used outside the valid period for which they were purchased, the ticket holder will be charged the difference between the price paid and the value of the ticket for the current valid period.

A proof of age may be required for people under the age of 13 and for people aged 65 and older.

You may credit the purchase value of a day ticket towards the purchase of a membership for the current season, depending on the available offer. To obtain a credit, customers must show their proof of purchase to the Customer Service Department the day of their visit. Only tickets purchased at the Zoo de Granby box office or online ticketing service are admissible.

All daily ticket holders agree to abide by the code of conduct and all rules and regulations in effect at the Zoo de Granby. In the event of default, the ticket holder may be expelled without compensation or refund.

MEMBERSHIPS

All membership sales are final and cannot be combined with any other offer.

Membership is only valid for its holder and cannot be sold, transferred or exchanged at any time.

If a membership card or bracelet is lost, a replacement fee of $5 plus tax will apply.

All membership holders agree to abide by the membership rules and conditions and all rules and regulations in effect at the Zoo de Granby. In the event of default, the membership card or bracelet may be confiscated and terminated without compensation or refund.

Confidentiality policy

The Zoo also ensures the protection of your personal information!

1. YOUR RESPONSIBILITY

It’s your responsibility to read this confidentiality policy before using our online sales platforms.

If you don’t adhere to this policy, you must refrain from or stop sending us your personal information by electronic means. In this case, if you have already sent us your personal information, please contact us immediately so that we can be informed of the withdrawal of your consent and take the necessary measures regarding your information.

You consent to our use or disclosure of the information you provide us in accordance with the present confidentiality policy.

We make sure that we have obtained your consent prior to any use or disclosure of your personal information.

In certain situations, permitted by law, we may use or communicate your information without obtaining your prior consent and, should this be the case, we will proceed in accordance with the requirements of the law while always respecting your rights.

The Zoo doesn’t sell or rent out your personal information to anyone.

2. THE ZOO’S COMMITMENT

The Zoo de Granby (including the Foundation) is committed to applying the necessary security measures and sound management practices in order to protect the confidentiality of the personal information entrusted to us and to make sure that your right to privacy is respected.

We strive to respect this commitment throughout the entire life cycle during which your personal information is held, used, disclosed and finally destroyed by us, from the moment we obtain it.

We act in accordance with the laws applicable in Québec; notably the regulations contained in the Act respecting the protection of personal information in the private sector.

3. THE PERSON RESPONSIBLE FOR THE PROTECTION OF PERSONAL INFORMATION

The Zoo de Granby and the Zoo Foundation named Annie Rousseau, finance director, as the officer responsible for the protection of personal information.

This person is responsible for ensuring compliance with applicable legislation relating to the protection of personal information and for ensuring that your rights relating to your personal information are respected.

If you have any questions, comments or information about the protection of your personal information, or if you wish to make a complaint or invoke a right, please write to: prp@zoodegranby.com.

4. PERSONAL INFORMATION

For the implementation of this policy, personal information refers to information about you that allows you to be identified or recognized, either directly or indirectly. Here are some examples of personal information that you may be asked to provide us with:

• Your name
• Your address
• Your e-mail address
• Your telephone number
• Your financial data
• Your health data
• Your parents’ names
• Your regular spoken language
• Etc.

As the level of reasonable expectation of privacy increases, so does the sensitivity of such information and hence the need for greater protection measures. The three main areas containing sensitive information are medical, financial and biometric.

The security measures applied are proportional to the sensitivity of the personal information to be protected.

Certain types of information aren’t considered to be of a personal nature, such as information concerning your professional or business functions and information that is deemed public by law.

5. COLLECTION, USE AND DISCLOSURE OF YOUR PERSONAL INFORMATION

Within the scope of our activities, you provide us with various types of personal information in different contexts.

Your personal information is collected via electronic forms.

When purchasing certain types of products and services, the Zoo de Granby may disclose your personal information to partners and subcontractors in order to deliver the purchased product or service and support our business activities. The partner or subcontractor will be clearly identified at the time of purchase, and your data will be processed in accordance with the partner's or subcontractor's privacy policy.

We do business with various technology service providers who collect personal information on our behalf and we don’t systematically have control over the choice of information requested.

In all cases where it’s possible for us to do so, we make sure to limit the extent of our collection of personal information to that which is necessary to achieve the intended objectives.

Online Ticket Purchases or Cabana Rentals

When you buy tickets online, you must first create a customer account. Our supplier will ask you to provide certain personal details to create your account:

• Your first and last name
• Your e-mail address
• Cellphone number and region 
•  Date of birth

Then, to proceed with the purchase, we will ask you for the following information:

• Your residential address
• Your details for credit card transactions (secure external supplier)

The following are asked with different objectives in mind, including:

• To identify yourself as a buyer or leaser 
• To receive your payment 
•  To issue your tickets or access to give you access to the rented cabana 
• To prevent fraud To create your profile in order to effectively manage our loyalty campaigns (internal marketing)

Online Purchases at our Boutiques

When you purchase on our boutique online, we ask you to provide the following personal information:

• Your first and last name (required)
• Your e-mail address (required)
• Your telephone numberYour home address 
• Your date of birth
• Your credit card details (secure external supplier) 

These details are intended for a number of purposes, including:

• To identify yourself as a buyer 
• To receive your payment 
• To deliver the item you’ve purchased (by Canada Post) 
• To prevent fraud 
• To create your profile in order to effectively direct our loyalty campaigns (internal marketing)

Cabin Rentals | The Zoo at Night

When you rent one of our cabins, we ask you to provide the following personal information:

• Your first and last name (required)
• Your e-mail address (required)
• Your telephone number
• Your home address 
• Your credit card information to proceed with the transaction

This information serves different purposes, including:

• To identify yourself as a leaser 
• To receive your payment 
• To give you access to the rented cabin 
• To prevent fraud 
• To create your profile in order to effectively manage our loyalty campaigns (internal marketing)

Online Orders with One of Our Restaurants (U-EAT)

When you place an order online at one of our restaurants, you do so using the U-EAT application, and the information you’re asked to provide is determined by this supplier. Simply said, it’s an order management tool you can use to avoid waiting in line.

The information is used by the application and by restaurant staff who have access to it to notify you when your order is ready.

When you use this application, it’s your responsibility to read the supplier’s privacy policy and to accept its content. If you don’t agree with this policy, please don’t use the application and contact the restaurant counter directly.

Online electronic Locker Rentals (Lock & go)

When you rent an electronic locker, the information requested from you is determined by the supplier. The information is used to identify the leaser and to contact you if necessary.

It’s your responsibility to read the supplier’s privacy policy and to accept its content. If you don’t agree with it, please don’t use the application and contact a customer service employee.

Online Day Camp Registrations (Amilia)

When you register a child at the Zoo’s day camp, the only information you’re asked to provide about yourself and your child is that required by Québec law in order to register your child and manage the day camp in compliance with the law.

When you register online, it’s your responsibility to read and accept the supplier’s privacy policy. If you don’t agree with this policy, please contact the Education Department directly.

6. EMPLOYEES AND JOB CANDIDATES

When you send us your application for a position or when you’re hired by us, we make sure that we collect only the personal information that is necessary within this context and that we use it in a secure manner that complies with the applicable laws.

If you have any questions or comments relating to the management of your personal information in this respect, please contact the person responsible for the protection of personal information.

7. CONSERVATION AND DESTRUCTION OF YOUR PERSONAL INFORMATION

We keep your personal information only for as long as is necessary to achieve the purposes for which it was collected unless a minimum period is required by law.

If you have any questions about the conservation periods relating to your personal information, you can contact the person responsible.

At the appropriate time, personal information will be securely and permanently destroyed (or anonymized in some cases).

You can contact the person in charge for more information on this subject.

8. STAFF ACCESS TO YOUR INFORMATION

We make sure that access to your personal information is limited to those people who need to have access to it in order to carry out their job-related tasks.

For information relating to the categories of persons who have access to your personal information within our organizations, please contact the person responsible.

9. USE FOR MARKETING PURPOSES

The personal information you give us is accessible to our marketing department, which uses it for customer loyalty and promotional purposes.

When we need to dispose of it, the personal information we wish to continue to use for marketing purposes is anonymized according to the best practices so that this information can no longer be used to identify or recognize you.

10. COOKIES AND WEB BEACONS

Our website uses cookies. Cookies are pieces of information that are sent by the server to the browser when you visit our website.

We use cookies to remember our visitors’ preferences for statistical purposes, notably to improve the customer experience and optimize our website.

Web beacons and tags are small streams of code used in conjunction with cookies to allow us to record an activity on our site. Web beacons, graphic beacons and other beacon-like functions allow us to count the number of users who’ve visited a particular web page or accessed certain cookies. We may use web beacons on our site to count users and to recognize users by accessing our cookies. Being able to access our cookies allows us to personalize our site and improve your experience on our site. We may also include web beacons in HTML-formatted e-mail messages that we send to determine which e-mail messages have been opened.

These cookies can be deactivated or reactivated by visitors by changing the preferences in their Internet browser settings. Please note that by choosing to disable cookies, you may limit your access to some of the personalized features of our site. Cookies and web beacons don’t collect or contain any of your personal information.

11. COMMUNICATING YOUR PERSONAL INFORMATION

We make sure that we obtain your consent before disclosing your personal information to a third party. Certain situations specifically provided for by law authorize us to carry out a communication without your consent, and should this be the case, we’ll proceed in accordance with the requirements of the law and always respecting your rights.

12. OUTSIDE OF QUÉBEC

Your personal information could be sent outside of Québec; notably when we retain technological service suppliers or other service providers with servers located outside of the province.

The Zoo proceeds with an evaluation of the private life information factors required in these situations.

13. MINORS

When you transmit personal information to us, you must at least be 14 years of age. If you haven’t reached the age of 14, your parents or guardian’s consent is required.

14. YOUR RIGHT TO WITHDRAW YOUR CONSENT

If you wish to take back your consent relating to the conservation, use or communication of personal information which could have been collected by us, please communicate with the person responsible who’ll examine the situation with you.

15. ACCESS AND RECTIFICATION RIGHTS

Upon request, you may be informed about the personal information we’ve collected relating to you.

Besides being informed, you can also ask us to confirm the existence of your personal information held by us and that we send you a copy of these[LS1] . When the information has been digitalized, you can ask that it be transmitted to you in an intelligible written transcription, using a structured commonly used technological format.

If you find that a personal information we hold concerning you is incorrect, incomplete or ambiguous, you can require us to correct it.

When we proceed with rectifying personal information, we immediately notify any person or organization to whom we may have communicated this information as well as the person from whom we received it, if the case requires, within the preceding six (6) months.

Formulating a Request for Access or Rectification

Your request must be sent in writing and transmitted to the person responsible for the protection of personal information.

We require that you send us a proof of identity.

You can also ask the person responsible to help you prepare your request.

Treatment of your Request

The person responsible is in charge of processing your request.

An answer will be transmitted to you within the next thirty (30) days following the reception of your request by the person responsible.

Reasonable Fees

Access and rectification of your information is free.

However, a reasonable fee may be charged for their transcription, reproduction or transmission. In such cases, you’ll be informed in advance of the approximate amount of applicable charges.

Request Refusal

If the person responsible refuses to accede to your request for access or rectification, they will inform you of the following elements:

• The legal provision on which the refusal is based; 
• The recourses available to you under the law; 
• The time limits within which you may exercise these recourses.

If you so request, the person responsible must assist you in understanding the refusal.

16. COMPLAINT PROCESSING

If you have any complaints, please contact the person responsible for the protection of personal information.

You’ll then need to provide your name and contact details so that you can be reached.

The person in charge will ask you to explain the reasons for your complaint and to provide sufficiently precise details to enable the complaint to be processed.

The person responsible will process your complaint confidentially and will follow up with you by e-mail within thirty (30) days of obtaining all the information necessary to assess the situation.

If additional time is required to process your complaint, the person responsible will inform you by e-mail before the usual processing period expires.

Despite the internal complaints processing procedure, you may also file a complaint with the Commission d’accès à l’information. Before doing so, please contact the person responsible and wait until your complaint has been processed internally.

17. CONFIDENTIALITY INCIDENT

If we become aware of an incident involving a breach of confidentiality of your personal information and this incident represents a risk that may cause you serious harm, we will notify you in writing. In such a case, the Commission d’accès à l’information will also be notified.

A confidentiality incident involves any unauthorized access, use or disclosure of personal information, as well as the loss of such information or any other breach in the protection of such information.

18. TECHNOLOGICAL SECURITY

The personal information we collect through technological means is kept in a secure environment and the people working for us are required to respect the confidentiality of your information.

To ensure the security of your personal information, we take the following measures:

• SSL Protocol (Secure Sockets Layer)
• Logiciel de surveillance du réseau
• Firewalls
• Access management using secured passwords and multi-factor authentication
• Authorized Person only
• Computer safekeeping
• Regular audits of source codes to prevent vulnerabilities
• Data loss prevention tools

We’re committed to maintain a high level of confidentiality by incorporating the latest technological innovations to make sure that your personal information is protected.

Despite the security measures we apply, the use of technology always represents a risk of a confidentiality incident, and you should be aware of this when you send us your information by technological means.