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CyberPerformance Privacy Policy

We are committed to respecting the privacy of our users and to protecting their personal information in accordance with Quebec’s Law 25. This policy provides a detailed overview of the types of information we collect, how we use it, the security measures in place, and your rights in this regard. It applies to all digital and contractual interactions between CyberPerformance and its clients, prospects, partners, and website visitors.

1. Collection of Personal Information
We collect only the personal information necessary to deliver our services, manage client relationships, ensure operational security, and comply with legal obligations. The information collected may include, but is not limited to:

  • Full name

  • Email address

  • Mailing address

  • Telephone number

  • Contractual information

  • Banking or payment details (via Zoho Invoice)

  • Voice recordings of telephone conversations

  • IP addresses and browsing data when visiting our website

2. Use of Personal Information
Personal information is used for the following purposes:

  • Responding to inquiries and user communications

  • Processing payments and issuing refunds via Zoho Invoice (banking data is not stored on our servers)

  • Managing legally binding electronic document signatures via Zoho Sign

  • Managing client relationships via Zoho CRM

  • Scheduling appointments via Zoho Bookings

  • Sending newsletters and marketing communications with prior consent

  • Improving user experience and website usability

  • Preventing fraud, abuse, or disputes, using call recordings as evidence of good faith or verbal agreements

3. Legal Basis for Processing
Our data processing activities are based on:

  • The free, informed, and specific consent of the individual

  • The execution of a contract between the user and CyberPerformance

  • Compliance with our legal obligations (e.g., document retention)

  • The pursuit of legitimate interests, such as improving services, ensuring security, and preventing fraud, provided these do not infringe on fundamental rights

4. User Rights
Under Law 25, individuals whose personal information is collected have the right to:

  • Access their personal data

  • Request corrections

  • Request deletion, where permitted

  • Object to the use of their data for prospecting

  • Withdraw their consent at any time when processing is based on it

  • Exercise their right to data portability: in such cases, we will create a secure, restricted-access Google Drive folder containing the requested information in a structured, commonly used, machine-readable format

5. Data Transfers Outside Quebec
We use third-party platforms whose servers are located outside Quebec, specifically in the United States, including:

  • Zoho Sign (electronic signatures)

  • Zoho Invoice (billing and payments)

  • Zoho CRM (client relationship management)

  • Zoho Bookings (appointment scheduling)

  • Google Workspace (professional emails, internal documentation)

Before using these services, we conducted a privacy impact assessment confirming that adequate safeguards are in place, including encryption, access controls, and adherence to international certifications (ISO 27001, SOC 2). All transfers are governed by contractual clauses ensuring the protection of personal information.

6. Data Retention
Unless otherwise required by law, personal information is retained for a maximum of three (3) years following its collection or the end of the contractual relationship. Voice recordings of calls are retained for up to ten (10) years to provide evidence in the event of a dispute or contractual claim. This duration is based on the principle of proportionality and the legitimate purpose of mutual protection.

7. Call Recording
CyberPerformance may record all inbound and outbound telephone calls for quality control, training, and contractual validation purposes. This practice is disclosed through our privacy policy and applies to any individual communicating with us. These recordings are:

  • Encrypted and stored in a restricted-access system

  • Retained for a maximum period of ten (10) years

  • Used solely to validate verbal agreements, establish or exclude liability, or provide evidence in a legal context

  • Accessible only to authorized personnel or, in some cases, judicial authorities

A withdrawal mechanism is available: any individual may request deletion of their call recording, provided this does not compromise the legitimate purpose of retention. Requests must be sent via email to [email protected] or by mail to the registered address listed in Quebec’s enterprise register (REQ). For legal requests, a strict protocol will be followed, including identity verification and, if necessary, an in-person meeting. Reasonable fees may apply.

8. Cookies
Our website uses cookies to enhance user experience and evaluate the performance of our campaigns. On your first visit, a cookie consent banner allows you to:

  • Accept essential cookies, which are enabled by default

  • Accept or decline analytical and advertising cookies (e.g., Google Analytics, Facebook Pixel)

  • Manage your preferences at any time via a footer link
    No non-essential cookies are placed without your explicit consent.

9. Data Security
CyberPerformance enforces strict security measures, both technical and administrative:

  • SSL/TLS encryption for all communications

  • Restricted access to sensitive data via two-factor authentication

  • Regular automated backups

  • System access logging

  • Ongoing staff training on data privacy and secure information handling

10. Personal Information Protection Officer (PIPO)
Antoine Côté, President of CyberPerformance, is designated as the Personal Information Protection Officer. He is responsible for:

  • Ensuring compliance with Law 25

  • Responding to access, correction, or deletion requests

  • Managing data breach incidents

  • Assessing risks associated with third-party tools
    He can be reached via:

  • The contact form on our “Contact Us” page

  • Email at [email protected]

  • Phone at (418) 431-7824 ext. 101

11. Complaint Process
Anyone wishing to file a complaint or request regarding their personal data may do so in writing to the officer listed above. We are committed to processing all requests within 30 business days. If dissatisfied with our response, you may contact Quebec’s Commission d’accès à l’information (CAI).

12. Breach Notification
In the event of a personal data breach posing a high risk to individuals’ rights and freedoms, CyberPerformance will notify the CAI within 72 hours, unless the risk is deemed negligible. If the risk is significant, affected individuals will also be promptly informed, along with the measures taken to mitigate any adverse effects.

13. Updates to the Policy
This privacy policy may be updated at any time to reflect legislative, technological, or organizational changes. In the event of substantive changes, a notice will be posted on our website. We encourage you to review this page regularly.

14. General Information
CyberPerformance is registered with Quebec’s enterprise register under NEQ: 1171593842. Our head office is located at 2828 Ste-Anne, Lévis, G6J 1H8, Canada. All website content, including text, images, logos, and visual elements, is protected under copyright law.

15. Intellectual Property and Website Use
This website and its content are the exclusive property of CyberPerformance. You agree not to reproduce, distribute, modify, or transmit any portion of this site without prior written authorization. Any fraudulent or abusive use will result in immediate exclusion and may lead to legal action.