Privacy Policy

Who we are

PouchPlug (“PouchPlug”, “we”, “us”) is an online store selling nicotine pouches to adults across Canada at pouchplug.com. This policy explains what personal information we collect when you visit the site, create an account or place an order, how we use it and what choices you have.

We follow Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA) and, where they apply, provincial privacy laws. We have a Privacy Officer who is responsible for how we handle personal information. You can reach them at info@pouchplug.com.

What we collect

Information you give us

• Orders: your name, shipping and billing address, email, phone number, the products you buy and any order notes.
• Account: if you create an account, your name, email and password (stored encrypted, so we can’t read it), your saved addresses and your order history. If you choose to add a date of birth to your profile, we keep that too.
• Rewards: your points balance, points history and referral code.
• Messages: what you send through our contact form or by email: your name, email, order number (if you add one), topic and message.
• Reviews: if you review a product, your review, rating and the name you post it under.

Information collected automatically

• Technical data: like any website, our server receives your IP address, browser type and the pages you request. We use it to keep the site running and secure, for example to limit spam on the contact form.
• Cookies: small files that keep your bag, login and age check working. See Cookies below.
• Visit source: when you place an order, our store software records how you found us (for example, a search engine, another website or a link in one of our emails) and attaches it to the order.

Information from others

• Your bank: when you pay by e-Transfer, we receive the payment notice, which shows the sender’s name, email or phone number, the amount and the message you included.
• Friends who refer you: if you arrive through a friend’s referral link, we record which member referred you so we can credit their reward.

The 19+ age check

Nicotine products are for adults only, so we ask for your date of birth before you can enter the site. We use it once to confirm you’re 19 or older. We don’t store the date you enter. We only save a cookie that says the check was passed, so we don’t ask you again on every page. If you tick “remember me”, that cookie lasts 30 days. Otherwise, it’s deleted when you close your browser.

How we use your information

• To confirm you’re old enough to buy from us.
• To process, pack and ship your order, and to send order confirmations, payment reminders and shipping updates.
• To match your e-Transfer to your order and confirm payment.
• To run your account and PouchPlug Rewards: tracking points, applying discounts and crediting referrals.
• To answer your questions and handle returns or problems with an order.
• To prevent fraud, abuse and spam, and to keep the site secure.
• To understand which pages and marketing bring people to the store, so we can improve it.
• To send you marketing emails, but only if you’ve agreed to them (see Emails from us).
• To meet our legal obligations, like keeping tax and accounting records.

We don’t use your information for anything unrelated to these purposes without asking you first.

Payments

We accept Interac e-Transfer. You send the payment from your own online banking, so we never see or store your card number, bank account number or banking login.

Each order has its own security question and answer. We use your order number and the payment notice from the bank to match your payment to your order. Your bank’s privacy policy covers what it does with your information.

Rewards & referrals

If you join PouchPlug Rewards, we keep a record of the points you earn and spend, and give you a personal referral link. When someone uses your link, a cookie remembers it so their order can be credited to you. When you share your link, the friend’s order is linked to your account for the reward, but we don’t show you their personal details.

Emails from us

We send emails you need for your purchase, such as order confirmations, payment reminders, shipping updates, rewards notices and replies to your messages.

We only send promotional emails like new flavours, deals and drops if you sign up for them, in line with Canada’s Anti-Spam Legislation (CASL). Every marketing email has an unsubscribe link, and you can also email us to be removed.

Cookies

We only use cookies that keep the store working. We don’t use advertising or third-party tracking cookies.

You can clear or block cookies in your browser settings, but the age check, your bag and signing in won’t work without them.

Who we share it with

We don’t sell, rent or trade your personal information. We share it only with service providers who help us run the store, and only what they need to do their job:

• Hosting and technology providers: the companies that host and run our website and store.
• Delivery partners: the details needed to deliver your parcel.
• Communication services: services that help us send emails and reply to messages.
• Payment partners: the financial institutions that process payments.
• Site components: some parts of our site, like fonts, may load from third-party servers, which receive basic technical information such as your IP address.
• Professional advisors: accountants or lawyers, when needed, under confidentiality.

We may also share information if the law requires it, to protect our rights or the safety of others, or as part of a sale or merger of the business. If the business is sold, the new owner would have to follow this policy.

Where your information is stored

Your information may be stored or processed outside your province or outside Canada by our service providers. When it is, it’s subject to the laws of that place, which may allow access by local authorities. We only use providers who agree to protect your information.

How long we keep it

• Orders and payment records: at least six years, as Canadian tax law requires. This includes cancelled and unpaid orders.
• Accounts and rewards history: for as long as your account is open. If you ask us to close it, we delete or anonymize your account details, but keep the order records we’re legally required to hold.
• Contact messages: for up to two years after we answer, unless they relate to an order.
• Anti-spam data (like the IP address used to limit contact-form submissions): for a few minutes to a few hours.

How we protect it

The site runs over an encrypted (HTTPS) connection. Passwords are stored encrypted. Only the people who run the store can access order and customer information, through password-protected admin accounts. No system is perfectly secure.

Your rights and choices

• Access: ask what personal information we hold about you and get a copy.
• Correct: fix anything that’s wrong. You can also edit your details anytime in My account.
• Delete: ask us to close your account and delete your information, except records the law requires us to keep.
• Withdraw consent: unsubscribe from marketing or withdraw consent at any time. Some things, like shipping an order, aren’t possible without the information they need.

To make a request, email info@pouchplug.com. We may ask you to confirm your identity first. We’ll respond within 30 days and won’t charge you for a reasonable request.

Under 19s

PouchPlug is for adults 19 and older. We don’t knowingly collect information from anyone under 19 or sell to them. If we find out we have, we’ll cancel any order and delete the information.

Changes to this policy

We may update this policy when our store or the law changes, for example if we add a new service. The “last updated” date at the top shows when it last changed. If we make a significant change to how we use your information, we’ll post a notice on the site or email account holders.