Privacy policy
Last updated:
Univer Phone repairs, buys and sells cell phones and tablets in three stores, in Montreal and Saint-Eustache. This policy explains what personal information we collect, why, who can see it, how long we keep it and how to exercise your rights.
It applies to the univerphone.com website, to our stores, to the management system they use (register, repairs, buybacks, customer files) and to our exchanges by phone, text or email. It follows Quebec’s Act respecting the protection of personal information in the private sector.
1. Person in charge of personal information
Univer Phone is operated by Orange Planète inc. (NEQ 1173193112). The person in charge of the protection of personal information at Univer Phone makes sure this policy is applied and answers your questions and requests.
- Person in charge: Zachary Allouche, by written delegation from Univer Phone’s management
- Email: zach-all@smartorangeca.com
- Phone: 438 408-5145
- Address: Univer Phone, 103 Mont-Royal Avenue West, Montreal, Quebec H2T 2S9
- Online: our contact form, choosing “Something else”
2. Information we collect
We only collect the information we need for the reason given at the time of collection.
Contact form
Your first name, your email, your phone number if you give it, the device concerned, the type of request and your message. We use them to answer your request or prepare an estimate.
Selling a phone online
Your first and last name, your email, your phone number, the devices you are selling and their condition. Depending on your choices, the email for your Interac e‑Transfer and, for a mail-in sale, your mailing address. We use them to confirm the offer, create the shipping label and pay you.
Register required by municipal by-laws
Montreal (09-007) and Saint-Eustache (1884) by-laws require second-hand dealers to keep a register of the goods they receive. When we buy your device, and where these by-laws cover a device received for repair, we must record:
- your name, address and date of birth, and a short physical description;
- the number of your photo ID, and a photo of its front and back, kept encrypted with the register;
- the brand, model, colour and IMEI or serial number of the device;
- the amount paid, the date, the time and the employee who received the device.
This register is sent every day to the police service of the city where the store is located, as the by-law requires. Without this information, we cannot take the device.
Repairs and purchases in store
Your name, your phone number and, if you give it, your email, to reach you about the device. The model, the IMEI or serial number and a description of the problem, to do the work and honour the warranty. The device’s unlock code, only if you give it for the repair: it is erased when the device is handed back to you. The receipt, for accounting and the warranty.
This information makes up your customer file, with an 8-digit number to find you quickly, your purchases, your repairs, the devices you sold us and your store credit. If you ask, your receipt is sent to you by email.
Texts
If you agree to receive our texts (your agreement and its date are noted), we write to you about your repair or your purchase, and we keep these texts and your replies with your file. Reply STOP to stop receiving them.
Checking the devices we buy
Before buying a device, we check its IMEI number with a specialized service: reported lost or stolen, locked by Find My iPhone, carrier. Only the device’s number is sent, never your name.
Card payments go through our payment provider’s terminal. We do not see or keep your full card number.
Browsing the website
Our host processes each visitor’s IP address and browser type to deliver the pages and protect the site against attacks.
Only with your consent, we use PostHog to understand how the site is used: pages viewed, device type, approximate city, clicks, scrolling and session recordings in which anything typed in forms is masked. These statistics are anonymous: your IP address is not kept and they are not linked to any personal profile. With the same consent, Google Ads, Meta and CallRail measure the visits, calls and requests that come from our ads. The details are on our Cookie policy page.
3. Consent
When you fill in a form or leave a device with us, you consent to your information being used for the reason given. We do not use it for anything else without asking you, unless the law allows or requires it.
Measurement tools that use cookies stay off until you accept them.
You can withdraw your consent at any time by writing to the person in charge. If withdrawing stops us from completing a service, we will tell you. The second-hand register is a legal obligation: consent cannot be withdrawn for that information.
4. Who can see your information
Only employees who need your information for their work can see it. We do not sell or rent personal information.
We use providers that process it for us, only for the service they provide:
| Provider | Role | Where it is processed |
|---|---|---|
| Netlify | Website hosting and security | United States and other countries |
| Resend | Sending the forms filled in on the website to our stores, and your confirmation | United States |
| Google (Gmail, Google Workspace) and Microsoft (Outlook) | Mailboxes where our stores receive the forms filled in on the website | United States |
| Rackspace | Email for @univerphone.com addresses | United States |
| PostHog | Visit statistics and analysis of how pages are used, with your consent | United States |
| Google (Google Ads) | Measuring our ads, with your consent | United States |
| Meta (Facebook, Instagram) | Measuring our ads, with your consent. When you send a form after accepting cookies, Meta may also receive from our server your email and phone number in scrambled form (hashed), your IP address and your browser, to link the form to an ad | United States |
| CallRail | Tracking number shown on the site, to link a call to an ad, with your consent | United States |
| Canada Post, UPS or FedEx | Shipping label and transport of a mailed device | Canada and United States |
| PhoneCheck | Checking the condition and history of devices | United States |
| imeicheck.com | Checking the IMEI number of a device we buy (blacklist, Find My iPhone, carrier). The number only, without your name | Outside Quebec |
| Supabase | Database of the stores’ management system (customer files, sales, repairs, buyback register) | Canada (Montreal) |
| Vercel | Hosting of the stores’ management system | Canada (Montreal) |
| Twilio | Sending texts and receiving your replies, if you agreed to our texts | United States |
| Resend | Sending your receipt by email, if you ask for it | United States |
| Our payment provider | Processing card payments | Canada |
We also share information when the law requires it: the register sent to the police, a court order or a request from an authorized public body.
5. Information shared outside Quebec
Some providers process information outside Quebec, mainly in the United States. Before entrusting information to them, we assess whether it will be adequately protected there, and we govern the transfer by contract.
6. How long we keep information
We keep your information for as long as the reason it was collected requires, or as long as the law requires. After that, we destroy it or make it anonymous.
| Information | Retention |
|---|---|
| Contact form messages | 2 years after our last exchange |
| Sell requests made on the website | 12 months after the request |
| Second-hand register required by municipal by-law | 1 year, the minimum set by the by-law. After that, the name, date of birth, address, phone number, ID number and ID photos are erased |
| Customer file (name, phone, email, notes) | 3 years after your last visit, unless a repair is in progress or store credit is left |
| Texts and your replies | 12 months after they are sent |
| Unlock code of a device in repair | Erased when the device is handed back to you |
| Invoices and completed sales (repairs, sales and purchases) | 6 years after the end of the financial year, for our tax obligations. After that, we keep them only in anonymous form: the name, email, phone and address are removed |
| PostHog statistics, anonymous (no IP address or personal profile) | No time limit |
| PostHog session recordings | 30 days |
| Google Ads cookies | 90 days |
| Meta cookies | 90 days |
| CallRail cookies | 180 days |
7. Security
The website is served over HTTPS only. Forms are sent encrypted. Access to our systems is password protected and limited to employees who need it; each employee identifies with a personal PIN. The stores’ management system is hosted in Canada. Your ID number and ID photos are encrypted, and every viewing is logged. The retention periods in section 6 are applied automatically every night.
8. Your rights
You can:
- find out what information we hold about you and get a copy;
- have inaccurate, incomplete or outdated information corrected;
- receive your information in a structured, commonly used technological format, or have it sent to another organization;
- withdraw your consent;
- ask us to stop disseminating information about you or to de-index a link leading to it, in the cases provided by law.
To exercise a right (access, correction, erasure or any other), write to the person in charge (section 1) at zach-all@smartorangeca.com. We will need to confirm your identity before answering. We reply in writing within 30 days of receiving the request. Access is free; reasonable fees may apply for transcribing, copying or sending information, and we will tell you first.
We do not make any decision based solely on automated processing of your information.
9. Minors
For a person under 14, consent is given by a parent or guardian. We do not buy devices from anyone under 18.
10. Confidentiality incidents
If a confidentiality incident presents a risk of serious injury, we notify the Commission d’accès à l’information and the people concerned, and we take steps to reduce the risk. We keep a register of these incidents.
11. Complaints
If you are not satisfied with our answer or with how we handle your information, write to the person in charge first. You can also file a complaint with the Commission d’accès à l’information du Québec.
12. Changes
We may change this policy to reflect our practices or the law. The date of the last update is shown at the top of the page. If a change is significant, we also point it out on the website.