Privacy policy

Privacy Policy

Protecting your privacy and personal information is important to us. This Privacy Policy outlines the practices of Balnea, spa and nature retreat, including Balnea Spa (Balnea inc.), Balnea Spa Voyage (Airspa inc.), and Balnea Hotel (9419-7696 Québec inc.) (collectively “Balnea”, “we”, “us” or “our”), regarding the collection, use, and disclosure of personal information.

Definition of Personal Information
Any information that can identify a natural person, either directly or in combination with other information, is considered personal information. This may also include personal information about other individuals (such as the person to whom you are offering a gift card or who is part of a group for which you are making a reservation or purchase).

This information may include:

1. Information related to your identity: last name, first name, date of birth, language preference, health information (allergies, medical conditions, contraindications), treatment preferences, locker preference, and any information necessary to verify your identity or eligibility for certain products, services, or promotional offers (including a copy of an ID, such as a passport, photo, or driver’s license);

2. Contact information: home address, billing address, phone number, email address;

3. Vehicle information: license plate number, only when required for hotel parking management;

4. Marketing and communication preferences: comments and reviews, reactions and responses to social media posts, surveys;

5. Billing and other financial information: billing address, payment method, transaction date;
6. Product and service information: purchase history, products and services, visit date, and treatment or accommodation preferences;

7. Call-related information: recordings of incoming and outgoing calls for training, verification, and quality control purposes;

8. Records of your movements within the hotel: event logs obtained via access cards or digital keys;

9. Video surveillance information: images and movements captured in public areas of our facilities for security purposes;

10. Browsing information: IP address, information about your operating system, browser, or referring site, geolocation data, and information about your online usage or behavior.

Personal information does not include information that has been modified or anonymized in such a way that it can no longer be used to identify a person directly or indirectly (anonymous personal information).

About Video Surveillance
Our facilities, both at the spa and the hotel, are equipped with video surveillance systems in certain common areas to ensure the safety of people and property. These systems are limited to necessary areas and do not cover spaces where there is a reasonable expectation of privacy (e.g., locker rooms, treatment rooms, guest rooms).

Recordings are retained for a limited period and are accessible only to authorized personnel.

Collection of Personal Information

We may collect personal information whenever you interact with us, whether in person, by phone, by email, by mail, by videoconference, by text message, or through social media; when you visit our facilities, our website, or any of our online purchasing or reservation platforms.

We limit collection to the information necessary for the identified purposes.

Information You Provide Directly

We collect information that you voluntarily provide through our website (www.balnea.ca) via forms or other means. You may choose not to provide certain information, but this may limit your access to some of our services.

Information Collected Automatically or Through Technology

We use various tools and technologies such as cookies, web beacons, log data, and third-party analytics services to collect and analyze certain information when you visit our website. Technology is dynamic and constantly evolving; the tools we use today may be modified or replaced in the future.

We use necessary, analytical, and advertising cookies. You can configure your browser to refuse certain cookies or to be notified before they are installed.

Information Collected Indirectly

We receive personal information from third parties to whom you have previously provided such information in accordance with their respective privacy policies (for example, from Facebook and Google Ads for commercial purposes, from a background check provider for recruitment purposes, or from our payment processing partner for fraud prevention purposes).

Use of Personal Information

We collect, use, and share your personal information to provide you with an optimal and personalized experience and to ensure the quality and efficiency of our products and services, while respecting your privacy rights.

We may also use this information to:

1. Communicate and correspond with you, respond to your requests, and/or provide information about products, services, and events that may interest you;

2. Process your order online or on-site;

3. Offer tailored and personalized services based on your preferences;

4. Analyze your preferences and provide you with relevant content or offers;

5. Create and maintain an online account or records in our systems;

6. Provide information about job opportunities, if requested;

7. Process your job application, including your résumé, when submitted through our website or a partner;

8. Fulfill our obligations, including programs such as employment equity initiatives aimed at addressing systemic discrimination in employment;

9. Conduct analyses, surveys, contests, and/or other promotions in which you participate;

10. Ensure the safety and protection of our team members, guests, facilities, and IT systems;

11. Prevent and detect fraud;

12. Exercise and protect our legal rights;

13. Any other purpose authorized or required by law.

Consent

We obtain your consent before collecting, using, or disclosing your personal information, except where permitted or required by law. You may withdraw your consent at any time, subject to legal or contractual restrictions.

We may also request your consent to use your personal information for secondary purposes, particularly for marketing purposes, to communicate with you about our products and services, including promotions and event invitations that we believe may interest you.
In the case of sensitive information, including health information, we obtain explicit, free, and informed consent.

Disclosure of Personal Information

We may disclose certain personal information to third parties acting on our behalf, including suppliers, partners, and subcontractors who support our operations, in accordance with our instructions and where permitted or required by law.

When we engage third parties, we take appropriate measures to ensure that your information is used only for the purposes for which it was collected and in compliance with applicable laws and this policy.

If your information is disclosed outside Quebec, we ensure through contractual agreements and safeguards that it benefits from a level of protection equivalent to that provided in Quebec.

We only share the information necessary to perform these tasks, which include but are not limited to:

1. Data analysis: we use various providers to help produce reports and analyses and to track and analyze website usage. We also use third parties to help identify and target relevant demographics for advertising and market development;

2. Marketing and communications: we use third-party marketing service providers to send marketing messages (including newsletters). We also use various social media platforms to promote, interact, and communicate with our guests and others, including personalized advertising;

3. Transaction and payment processing: we use specialized third-party providers, including payment gateways, reservation management platforms, and analytics tools, to facilitate transactions, reservations, and online purchases (including gift cards).

In this context, certain personal information necessary for the transaction, including payment information, may be collected, used, disclosed, and processed by these providers for purposes such as payment processing, reservation management, fraud prevention, analysis, and service improvement.
These providers may also use recognized security measures, such as payment tokenization, to protect sensitive information.

4. Cloud hosting: we use cloud service providers to store and process data, including personal information;

5. Care and therapists: we share certain personal information, including your health profile and treatment preferences, with our therapists, only when necessary to provide requested services.

This information, which may be sensitive, is handled with the highest level of confidentiality and is accessible only to authorized personnel in the course of their duties.

Our massage therapists, although self-employed, are members of recognized professional associations and are required to adhere to a code of ethics that includes respecting professional confidentiality and limiting the use of personal information to the purposes for which it was disclosed;

6. Event management: we use various providers to assist with event planning, organization, and registration;

7. Identity verification and fraud prevention: we use service providers to help verify and confirm your identity, detect and prevent fraud, investigate claims, and ensure the security of our facilities, teams, systems, and website;

8. Professional advisors: we share certain information with our professional advisors, such as lawyers, auditors, bankers, and insurers, as needed in the course of the services they provide.

Balnea may, at any time, disclose your personal information with your consent or where required or permitted by applicable law, including to governmental or regulatory authorities, courts, and law enforcement agencies.

Retention of Personal Information
We retain your personal information for as long as necessary to fulfill the purposes for which it was collected, based on the following criteria: legal obligations (e.g., tax), nature of the services (e.g., care-related records), and contractual requirements. We are currently implementing procedures for the secure destruction or deletion of personal information that is no longer required.

While we prioritize partners and service providers whose headquarters and infrastructure are located in Quebec and Canada, some of our service providers are partially or entirely located outside the country. As a result, your personal information may be stored and processed outside your province of residence and may be subject to the laws and access by governmental or regulatory authorities in those jurisdictions.

Security of Personal Information

Only authorized members of the Balnea team, as well as authorized partners, service providers, and subcontractors, have access to your personal information, and only to the extent necessary to achieve the purposes described in this policy. To help protect the confidentiality of your personal information, Balnea implements security measures appropriate to the sensitivity of the information.

These measures are designed to protect your personal information against loss, theft, unauthorized access, disclosure, copying, use, or modification.

Your Rights

We strive to ensure that the personal information we hold is accurate, complete, and up to date. You have the right to access your personal information, request correction of inaccurate, outdated, or incomplete information, request deletion of information, and withdraw your consent at any time regarding the use and disclosure of your information.

In accordance with applicable legislation, including section 40 of the Act respecting the protection of personal information in the private sector, we may limit access to certain parts of your file where disclosure could reveal personal information about a third party or cause serious harm. This situation may arise, for example, when the file contains professional notes or observations made by a massage therapist in the course of their duties. In all cases, a case-by-case analysis is conducted to balance your right of access with our legal obligations.

You may unsubscribe from our promotional newsletters at any time by clicking the link at the bottom of the email and following the instructions.

To exercise any of these rights, please contact our Privacy Officer at confidentialite@balnea.ca.
We will respond within 30 days.

Privacy Incidents

In the event of a privacy incident involving your personal information that presents a risk of serious harm, we will act promptly to limit its impact, notify affected individuals, inform the appropriate authorities, and implement corrective measures to prevent recurrence.

We also maintain an incident register in which events are recorded in accordance with the law.

Policy Updates

This Privacy Policy comes into effect upon its publication on our website and is subject to periodic review. In the event of any significant changes, a notice will be posted on our website.

Where required, we will seek your consent before such changes come into effect.

To fully understand the scope of your consent to the collection, use, and processing of your personal information, we encourage you to review this policy periodically.

Contact Us
For any questions regarding this policy or to exercise your rights, please contact our Privacy Officer.

Please note that we may require proof of identity before processing your request. Access is generally free of charge, subject to reasonable fees where permitted by law.

By email:
confidentialite@balnea.ca

By phone:
1 450 534-0604 (Canada and United States)
1 866 734-2110 (elsewhere in the world)

By mail:
319, chemin du Lac-Gale
Bromont, QC J2L 2S5
Canada

Last updated: May 15, 2026