This policy applies to personal information that MAD Elevator Inc. (“MAD Elevator”, “we”, “us”) collects from people outside the company: customers and their representatives, visitors to madelevator.com, our online store, newsletter subscribers, job applicants and suppliers.

Policy Intent

MAD Elevator respects your privacy. This policy explains, in plain language, what personal information we collect, why we collect it, who we share it with, where it is stored and the rights you have. It covers:

1.  What we collect and why

2. Cookies and website analytics

3. Who can see your information

4. Where your information is stored

5. How long we keep it

6. How we protect it

7. Your rights and how to use them

8. Marketing emails

9. MosaicONE

10. Our Privacy Officer and how to contact us

11. Changes to this policy

Guidelines

Personal information is any information about an identifiable person, such as your name, email address or IP address.

1. What we collect and why

   • Enquiries, quotes and sales: your name, company, job title, business email and phone number, and project details. We use these to answer you, prepare quotes and manage our business relationship.

   • Orders and the online store: your name, company, shipping and billing address, email, phone number and order history. We use these to process, ship and invoice your order and to handle returns, refunds and warranty claims. Card payments are entered directly with a third-party payment processor; we do not see or keep your card number.

   • Support and replacement parts: your contact details and the details of your request, so we can help you.

   • News and updates: your email address, if you sign up, so we can send you news about our products and the industry.

   • Job applications: your résumé and the information you give us, so we can assess your application.

We use your information only for these purposes, or as the law requires or allows. If we want to use it for a new purpose, we will ask you first.
You choose what to share with us. If you do not give us information we need, such as a shipping address, we may not be able to complete your request. You can always call us instead of using an online form.
We do not sell personal information.

2. Cookies and website analytics
   • Strictly necessary cookies are always on. They make the website and online store work, for example by keeping items in your cart.
   • Analytics cookies (Google Analytics) are off until you accept them in our cookie banner. They show us how visitors use the website so we can improve it.
     1. You can change your choice at any time using the Cookie Settings link at the bottom of every page. Refusing these cookies does not stop you from using the website.
     2. Google processes analytics data for us and may store it outside Canada (see section 4).
         
3. Who can see your information

Inside MAD Elevator, only staff who need your information for their work can see it, such as sales, customer service, technical support, order processing, finance and IT, and People & Administrative Services for job applications.

We share personal information outside MAD Elevator only as follows:

• Service providers who work for us: cloud hosting, email and website hosting providers, our third-party payment processor, Google Analytics and shipping carriers. They may use your information only to provide their service to us, and they must protect it.
• Our sales representatives: The Regional Sales Manager who serves your area receives your enquiry so they can respond.
• When the law requires it, for example to answer a court order, or to protect our legal rights or prevent fraud.
• If we sell or reorganize all or part of our business, to the buyer, who must protect your information as this policy describes.

4. Where your information is stored

We store personal information in Canada and the United States. For example, our MosaicONE platform and some of our service providers store data in the United States. Information stored outside Canada is subject to the laws of that country, and its courts, law enforcement and national security authorities may be able to access it. Before we send personal information about Quebec residents outside Quebec, we check that it will be adequately protected.

5. How long we keep it

We keep personal information only as long as we need it for the purposes in section 1, or longer if the law requires it (for example, tax and accounting records). Our Record Retention Policy sets these periods. When we no longer need the information, we securely destroy it or make it anonymous.

6. How we protect it

We protect personal information with measures suited to its sensitivity, including access limited to staff who need it, multi-factor authentication, physical security at our offices, security awareness training for staff and written information security policies.
If a privacy breach puts you at risk of serious harm, we will tell you and notify the privacy regulator, as the law requires.

7. Your rights and how to use them
   • Access: ask whether we hold personal information about you and get a copy.
   • Correction: ask us to correct information that is wrong or incomplete.
   • Withdraw consent: withdraw your consent at any time, for example to marketing emails or cookies, subject to legal or contract limits. We will tell you what this means for any service you receive.
   • Quebec residents can also ask us to stop sharing their information or to de-index it where the law allows, and to receive computerized information they gave us in a structured, commonly used format.

To make a request, contact our Privacy Officer (section 10). We will confirm your identity and respond within 30 days.
If you have a concern or complaint, please contact our Privacy Officer first. We will acknowledge it, look into it and give you our decision within 30 days. If you are not satisfied, you can contact the Office of the Privacy Commissioner of Canada (priv.gc.ca) or, if you live in Quebec, the Commission d’accès à l’information du Québec (cai.gouv.qc.ca).
 

8.  Marketing emails

We send news and marketing emails only with your consent or where the law otherwise allows. Every email has an unsubscribe link, and we act on unsubscribe requests within 10 business days.

9. MosaicONE

MAD Elevator provides the MosaicONE platform to building owners, property managers and elevator companies. When we do, we handle the information in the platform, such as user accounts and the content our customers display, on our customer’s behalf, following their instructions and our agreement with them. Our customer decides what information is collected, so questions about it should go to them first. We protect it with the measures in section 6.

10. Our Privacy Officer and how to contact us

Our Privacy Officer, the Vice President, People & Administrative Services, is responsible for how MAD Elevator protects personal information, including our internal privacy policies, staff training, privacy impact assessments, retention rules and complaint handling.

Mail: The Privacy Officer, MAD Elevator Inc. 6635 Ordan Dr., Mississauga ON, L5T 1K6, Canada
Phone: (866) 967-8500

11. Changes to this policy

We review this policy every year and whenever our practices change. We post the updated policy on our website with its new effective date and tell you about significant changes through a notice on our website.