Privacy Policy for Our IPTV Service in Canada

Who we are and who is responsible

This privacy policy covers IPTV West, the IPTV service at iptvwest.ca. We follow the Personal Information Protection and Electronic Documents Act (PIPEDA) and, for customers in Quebec, the Act respecting the protection of personal information in the private sector as updated by Law 25.

Our Privacy Officer is responsible for how we handle personal information and can be reached at help@supportiptv.ca with the subject line "Privacy".

What personal information we collect

Contact details: your name and email address.
Device details: the device and app you watch on, such as a Fire TV Stick with IPTV Smarters Pro, so we can send the right setup steps.
Account details: the username, password, plan, number of screens and start and end dates we set up for you.
Support messages: what you write to us and our replies.
Connection data: when a device connects to our service, our servers see its IP address and connection times. We use this to keep the screen limit working and to fix buffering or login problems.

Payments by Interac e-Transfer

You pay by Interac e-Transfer through your own bank. We never see your bank account number or banking password. All we see from each transfer is the sender's name, the email address or mobile number it came from, the amount, the date and any message you add.

Checkout, order and trial forms

When you use the checkout, the order form on our online support page or the free trial form, the details you type (name, email, phone, plan, number of screens, channel package, order number and, if you add them, your device, app and province) are sent to our order system so our team gets an email and can set up your service. No payment information is ever entered or sent on this site. If our order system can't be reached, the form opens your own email app with a message already filled in instead.

Cookies and tracking

This site uses no tracking cookies and no advertising cookies. Two small things are stored in your browser, and only on your device: a note of which plan you clicked (deleted when you close the tab), and your current checkout order, kept for 48 hours so the same order number and amount are still there when you come back from your banking app. "Place another order" at checkout or clearing your browser data removes it.

Like any website, our host keeps basic server logs, such as IP addresses and the pages requested, to keep the site secure. We don't use them to build a profile of you.

To see how many people visit and how fast our pages load, we use Cloudflare Web Analytics. It sets no cookies, does not use your IP address to identify you, does not follow you to other sites and only gives us totals, such as page views and loading times. If we ever add another analytics tool, we'll update this policy first and ask for your consent where the law requires it.

Why we use your information

To set up your account, your free trial and any extra screens.
To match your Interac e-Transfer to your order and keep payment records.
To help you install the app and fix problems, as in our device setup guide.
To tell you about your account, such as login details, maintenance or a reminder that your plan is ending.
To prevent abuse, such as sharing a login outside the household, as set out in our terms and conditions.
To meet legal duties, such as keeping tax records.

If we ever want to use it for something new, we'll ask you first.

Marketing emails and CASL

Canada's Anti-Spam Legislation (CASL) sets rules for commercial messages. We only send promotional emails, such as a discount on our IPTV plans, if you've agreed to receive them. Every message says who it's from and has a working unsubscribe link. We act on unsubscribe requests right away, and always within 10 business days.

Service messages about your account, like a plan-ending reminder, aren't advertising. They still include a way to stop them, as explained in our cancellation policy.

We never sell, rent or trade your personal information. We share it only with service providers we need to run the service, and only the part they need:

our email provider, to send and receive messages;
Google (Gmail and Google Apps Script), which delivers new order and trial notifications to our team;
our website host, to run this site;
the server companies that deliver the streams.

These providers must protect your information and may use it only to provide their service to us. Some may store data outside Canada, including in the United States, where it is subject to local laws. We may also share information when the law requires it, for example to comply with a valid court order.

How long we keep it

We keep personal information only as long as we reasonably need it:

Account and support records: while your account is active, then up to 2 years after your last plan ends, in case you return or have a question about an old order.
Payment records: up to 6 years, because Canadian tax rules require businesses to keep them.
Connection data and server logs: usually no more than 90 days.
Trial requests that don't become orders: up to 6 months, to prevent repeat trials.

After that, we delete the information or make it anonymous.

Your privacy rights

Wherever you live in Canada, you can:

Access the personal information we hold about you.
Correct it if it's wrong or incomplete.
Withdraw your consent to how we use it. If a use is needed to run your account, we'll explain what withdrawing would mean.
Ask us to delete it, unless the law requires us to keep it.

Extra rights for Quebec residents

Under Law 25, Quebec residents can also ask for the personal information they gave us in a structured, commonly used technological format (data portability). They can also ask us to stop sharing their information. We don't make decisions about you based only on automated processing.

How to make a request

Email help@supportiptv.ca with the subject "Privacy request" and tell us what you need. We may first ask you to confirm your identity, for example by replying from the email on your account. We answer within 30 days, free of charge. If you're not satisfied, you can complain to the Office of the Privacy Commissioner of Canada or, in Quebec, the Commission d'accès à l'information.

How we protect it

Only the people who need your information to help you can see it. We protect our accounts with strong passwords and two-step login where available, and we never ask for banking passwords by email. If a breach creates a real risk of significant harm to you, we'll tell you and report it to the Privacy Commissioner as the law requires. No system is perfect, so please keep your IPTV login to yourself.

Children

Our plans are sold to adults. You must be the age of majority in your province to buy a plan or request a trial. We don't knowingly collect personal information from children. If you think a child has sent us information, email us and we'll delete it.

Changes to this policy

When our practices change, we'll update this page and the "Last updated" date at the top. For an important change, such as adding analytics, we'll post it here before it takes effect and email active customers.

Contact our Privacy Officer

For questions about this privacy policy or your information, email help@supportiptv.ca with "Privacy" in the subject line. Our team answers 7 days a week, 9 a.m. to midnight (Eastern Time). For anything else, visit online support.