Privacy Policy

Effective October 29, 2026

This policy explains what personal information we collect when you visit countess.ca, shop with us or book an in-home kitchen upgrade package, how we use it, who we share it with, and the choices you have. We follow Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). Our Terms of Service cover the purchases and projects themselves.

Who we are

countess.ca and The Countess are operated by Seyoum Meta Corporation, which carries on business as The Countess. We are responsible for the personal information in our care. The person responsible for our privacy practices can be reached at concierge@countess.ca, by phone at (647) 951-1490, or by mail at The Countess, 2150 Winston Park Dr, Unit 203, Oakville, ON L6H 5V1.

What we collect and where it comes from

Most of the information we hold comes directly from you.

• Forms on the site. Our instant online quote, request a return, ask a question and checkout forms collect your name, email address, phone number, address and order details, along with anything you choose to type or attach, such as photos of your kitchen or of a damaged item.
• Shop orders. Your name, shipping and billing addresses, email address, phone number, the items you ordered and a confirmation of payment. Your card is handled by Stripe. We do not see or store full card numbers.
• In-home projects. When you book a package through our online booking and scheduling tool, we collect the project address, the project details and any photos you choose to add. We also hold your contact details, your service agreement and your payment records.
• Website use. Squarespace cookies and analytics tell us which pages are viewed, the type of device and browser used, approximate location based on IP address, and the site that referred the visit.
• Social media. If you message us or interact with our accounts on Facebook, Instagram or TikTok, we see what those platforms show us, such as your profile name and your message.

Some information reaches us from the providers that work for us, such as a payment confirmation from Stripe or a delivery update from a carrier.

How we use it

• To process and ship your orders, and to handle returns, exchanges and refunds.
• To prepare your quote, plan and carry out your project, and honour your warranty.
• To answer your questions and send you messages about your order or project, such as confirmations, delivery updates and scheduling.
• To send you marketing email, if you have agreed to receive it.
• To understand how the site is used and to improve it.
• To keep the records the law requires, including tax records, and to prevent fraud and protect our rights.

We use your information only for these purposes, or for another purpose you agree to at the time.

Consent

When you give us your information to place an order, request a quote, ask a question or book a project, you consent to our using it for that purpose and the related purposes above. We ask for your express consent before sending marketing email.

You can withdraw your consent at any time by contacting us, subject to legal or contractual limits. If you do, we will explain what that means for you. For example, without your contact and delivery details we cannot complete an order or carry out a project, and we must still keep the records the law requires.

Who we share it with

We do not sell personal information. We share it with the providers that help us run the business, and only what they need to do their work for us. They are:

• Squarespace, which hosts our website, store, forms and checkout.
• Stripe, which processes payments.
• Our supplier's warehouse, which ships shop orders directly to you. It receives your name, delivery address and order details for that purpose.
• Shipping carriers, which deliver your order.
• Providers of online booking and scheduling software, which hold the project address, details and photos you give when you book a package.
• Providers of email and customer management software.

We may also disclose personal information when the law requires it, for example in response to a court order or a lawful request from a public authority, or when it is necessary to protect our rights or the safety of others.

Storage outside Canada

Some of our providers store and process information outside Canada, including in the United States. While it is there, it is subject to the laws of that country and may be accessible to courts, law enforcement and national security authorities under local law.

Cookies and analytics

Our site runs on Squarespace, which sets cookies. Some are necessary for the site to work, for example to keep items in your cart and complete checkout. Others support analytics and tell us which pages are viewed, the type of device used, approximate location from IP address and the referring site. We use this to understand how the site is used and to improve it.

You can block or delete cookies through your browser settings. If you block the necessary ones, parts of the site, including the cart and checkout, may not work.

Social media and measurement tools

We are on Facebook, Instagram (@countessgta) and TikTok. When you interact with us there, the platform's own terms and privacy policy apply alongside ours.

We may show our product catalogue on Facebook and Instagram, and we may sell through Facebook, Instagram or TikTok shops. If you buy through one of those platforms, its terms and privacy policy also apply to that purchase.

We may use measurement tools from Meta or TikTok, such as a pixel on our site, to see how visits and purchases follow from our posts and ads. Where these tools are in use, they collect information about your visit and share it with Meta or TikTok, which may connect it with your account on their platform. You can limit this through the ad and privacy settings in your Facebook, Instagram or TikTok account, and by blocking cookies in your browser.

Marketing email

We send marketing email only to people who have agreed to receive it, as Canada's anti-spam law requires. Every marketing message includes an unsubscribe link, and you can also unsubscribe by writing to concierge@countess.ca. Unsubscribing does not stop messages about an order or project you have with us, such as a shipping confirmation or a scheduling update.

How long we keep it

We keep personal information for as long as we need it for the purpose it was collected for, and then for as long as the law requires us to keep records. Canadian business and tax records are generally kept for 6 years. After that, we delete the information or remove anything that identifies you.

Security

We protect personal information with reasonable administrative, technical and physical safeguards suited to how sensitive it is. Payments are processed by Stripe, and we do not see or store full card numbers. No system is perfectly secure, so we cannot guarantee that your information will never be accessed or disclosed without authorization. If a breach of our safeguards creates a real risk of significant harm to you, we will notify you and the Privacy Commissioner of Canada as the law requires. If you believe your information with us has been compromised, contact us right away.

Your rights

You may ask to see the personal information we hold about you, and ask us to correct anything that is inaccurate or incomplete. You may withdraw your consent as described above. To make a request, write to concierge@countess.ca. We may need to confirm your identity before we respond. We respond within the time the law allows, which is normally 30 days.

If you have a question or complaint about how we handle your information, please contact us first at the same address. If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca.

Children

Our site, shop and packages are for adults and are not directed at children under 13. We do not knowingly collect personal information from children under 13. If you believe a child has given us personal information, contact us and we will delete it.

Changes to this policy

We may update this policy from time to time. When we do, we post the new version on this page with a new effective date. Please check back now and then.

Contact

For anything about this policy or your personal information: concierge@countess.ca, (647) 951-1490, or by mail to The Countess, 2150 Winston Park Dr, Unit 203, Oakville, ON L6H 5V1.