Privacy policy

1. Who we are and what this policy covers

Logistiques CNS, also known as CNS Logistics (9516-1626 Québec inc.), is a moving company at 4590 Henri-Bourassa Boulevard West, Saint-Laurent, Quebec H4L 1A8.

This policy explains what personal information we collect, why, who we share it with, where it is kept, how long we keep it and how to exercise your rights. It applies to:

• the cnslogistics.ca website and your quote requests;
• our moving services;
• the video quote service, at vision.cnslogistics.ca;
• the "before" video our crew lead films on a guaranteed move.

We apply Quebec's Act respecting the protection of personal information in the private sector and, when your information is communicated outside Quebec, the federal Personal Information Protection and Electronic Documents Act.

2. Privacy Officer

You may contact the Privacy Officer to exercise your rights of access and rectification, to withdraw your consent, or to make a complaint about how your personal information is handled.

3. The website and your ordinary requests

This section covers the cnslogistics.ca website and the requests you make to us in the ordinary course of business: the calculator and quote form, the specialised request forms, the chat assistant, job applications, emails and phone calls. The video quote service follows section 4, and the "before" video follows section 5.

What we collect

• When you ask for a quote or fill in one of our request forms: your name, email address and phone number, your pickup and delivery addresses, your move date, the size of your home, the details of your move and your notes.
• When you use the chat assistant: the messages you write, the page you were on and your browser details. If you give your name, email address, phone number or move details in the conversation, they are kept with it.
• When you apply for a job: the details on the form and, if you attach it, your resume.
• When you call or write to us: what you tell us and our replies.
• When you visit the website: your IP address and request details in our host's logs, the visit measurement described below and, only with your consent, analytics data.

Why

• To answer your request, prepare your quote and plan your move.
• To send you a confirmation of your request and to contact you about your move.
• To consider your job application.
• To keep the website working and secure and, with your consent, to understand how visitors use it.
• To meet our legal, tax and accounting obligations.

We do not sell your personal information. We do not send you marketing emails unless you ask for them.

Cookies and similar technologies

On your first visit, a banner asks for your choice. Your choice is kept in your browser.

• Essential: your cookie choice, the calculator draft (see below) and short-lived markers that disappear when you close the tab. They do not need your consent.
• Analytics, only if you accept: Google Analytics measures visits and clicks on our phone numbers, and Dealfront (Leadfeeder) recognises the companies whose networks visit our website. If you choose essential only, neither one is loaded.
• Visit measurement without cookies: our host counts page views and measures page speed, without cookies and without keeping your IP address.
• Maps: when you use the address fields of the calculator, Google Maps loads to suggest addresses and may set its own cookies.

You can change your choice at any time with the button below or through your browser settings.

Form drafts

The calculator saves your answers in your browser as you go, so you can come back to them. The draft stays on your device: we receive it only when you send your request. It is erased once your request is sent, and you can erase it at any time by clearing our website's data in your browser.

Who receives your information

Our team and our movers see what they need to carry out your move. We also use the following providers.

• Vercel, our website host, in the United States: every request made to the website, with your IP address and browser details, and the content of the forms and chat messages that pass through it. Vercel also measures visits and page speed, without cookies.
• Formspree, in the United States: the content of the quote form and of the specialised request forms, which it keeps and forwards to our inbox.
• Resend, in the United States: your name, email address and request details, to send you the confirmation email, and the contact details collected by the chat assistant, which it forwards to our inbox.
• Anthropic, in the United States: the messages you write to the chat assistant, to draft its replies, and, through Zapier, the details of your quote request, to draft the first reply email we send you.
• Supabase, in Canada (Montreal region): chat conversations, with the page you were on and your browser details, and job applications with their resumes.
• Supabase, in Canada (Montreal region), for our own sales software: your contact details, the details of your request and our follow-up with you.
• Google Maps Platform, in the United States: the addresses you type in the calculator, to suggest addresses and calculate the driving distance.
• Google Analytics, in the United States, only with your consent: the pages visited, your approximate region, your device and browser details, and clicks on our phone numbers.
• Dealfront (Leadfeeder), in the European Union, only with your consent: your IP address and the pages visited, to recognise the company whose network you use.
• Jobber, our job-management platform, storage location not stated (Jobber says it may process information in Canada, the United States or other countries): your client record and the records of your moves, including your contact details, addresses, move details, quotes and invoices.
• Zapier, in the United States: the details of your quote request or request form, to pass them automatically between our tools.
• Google Workspace, our email service, in Google data centres whose location Google does not state: the emails you exchange with us through our info@cnslogistics.ca mailbox.
• Twilio, in the United States: your phone number and the text messages we exchange with you.

Your information may therefore be communicated outside Quebec. It is then subject to the laws of the place where it is kept. Information that our providers keep or process in the United States is subject to the laws of that country and may be accessible to its law enforcement and national security authorities. We may also communicate information when the law or a court requires it, or to the buyer of the business if it is sold or merged.

How long we keep it

• Quote requests and request forms: up to 24 months after our last exchange.
• Chat conversations: deleted automatically 24 months after the last message.
• Job applications, with their resumes: deleted automatically 24 months after the application date.
• Records of completed moves: up to 7 years, for legal, tax and insurance purposes.
• Analytics data: as set in Google Analytics, in a form that does not name you.
• Form drafts: on your device only, until they are erased (see above).

The video quote service follows the periods in section 4, and the "before" video follows those in section 5. In every case, we keep information longer if the law requires us to.

Children

The website and our forms are meant for adults. We do not knowingly collect personal information about children through the website. If you believe a child has sent us information through the website, write to our Privacy Officer (section 2) and we will delete it. Section 4 explains what happens if your own child appears in a video.

Links to other websites

Our website links to other websites, such as Google and social networks. Their own privacy policies apply there.

4. The video quote service

Filming is optional. If you prefer not to film, you can still get your quote the ordinary way: our online calculator, or by phone at 514-416-9610.

What we collect

• Your move form: your addresses, how the movers get in and out at both addresses, the rooms being moved, special items and your notes. If you attach files, we keep only the file name, size and type.
• Your videos: one short video per room, the path to the door, and the building access, filmed right in your browser. The video file is kept as your phone made it; a phone can write details into it, such as its maker, model and the recording time.
• The still images our server takes from your videos.
• Your inventory list, with our estimator's corrections and your confirmation.
• The record of your consent. It does not contain your IP address or browser details.
• For security: your IP address in a daily counter, and your IP address and browser details in our access log when you open or confirm your inventory list through your link.

The inside of a home is private: your video may incidentally show other people, photos, documents or screens, and we treat it as sensitive.

Why

• To prepare your quote and plan the crew.
• To keep the video as evidence in case of a damage claim.
• For a guaranteed move (one we pack, under the guaranteed-move contract), as the record your fixed price is checked against. On such a move, the record of each item's condition, against which a damage claim is decided, is the crew lead's "before" video (section 5).
• To compare the quote with the final bill, to check how accurate our video quotes are.

We link your video to your file by a job number in our job-management platform (Jobber) only.

What the software does and what a person does

On our server, we take still images from the video. Only those stills, never the video itself, go to Anthropic, a service in the United States, with the room names from your move form and fixed instructions: first, within seconds, to check that the room can be read so you can film again if needed, and later to draft an inventory list. A CNS estimator reviews every line, you confirm the list, and our team prepares your quote. The software sets no price: a person at CNS sets the price. No decision about you is based exclusively on automated processing.

Where your information goes

• Anthropic, in the United States, receives the still images and the room names only. Before using this service, we assessed the risks as required by Quebec law and have a written agreement with Anthropic.
• In the United States, these still images and room names are subject to the laws of that country and may be accessible to its law enforcement and national security authorities.
• Everything this service stores is hosted by OVHcloud in Beauharnois, Quebec, including encrypted backups. Under contract, OVHcloud affiliates outside Quebec, but not in the United States, may access the information to keep the service available, secure and maintained. We also assessed that access as required by Quebec law.

Your information may therefore be communicated outside Quebec.

How long we keep it

Your videos:

• If you do not book the move: deletion is due 30 days after the quote date, or 30 days after the first day of filming if no quote date was entered.
• If you book the move: deletion is due 90 days after the move date.
• If there is a damage claim: the video used to decide the claim is kept at least one year after the decision, as the law requires. If you do not agree with our decision, we keep it for the three years the law gives you to go to court. It is kept longer if an appeal or another legal hold is still open.

Your move form:

• 30 days after it was sent if no filming uses it.
• If a filming used it and you do not book: 30 days after the quote date, or 30 days after the form was sent if no quote date was entered.
• If you book: 3 years after the move.
• The form is never deleted before the video of a filming that used it.

Your inventory list and quote file (including the room names and the answers from your form copied into it):

• 1 year after the quote date if you do not book (1 year after the first day of filming if no quote date was entered).
• 3 years after the move if you book.
• An entry copied into your invoice file is kept for the tax period (6 years).

Other information:

• The daily counter keeps your IP address with that day's counts for about 25 hours at most.
• Our access log keeps your IP address and browser details for 12 months; the same log records each time our staff open your file.
• We keep the record of your consent while you are a customer and for 3 years after.

Each deletion happens at the first nightly run after it falls due or, if the server is down, at the first nightly run after the server is back. Backup copies are erased within 30 days of the deletion. In every case, we keep information longer if the law requires us to.

Other people and children

Before you film, tell the people you live with, film only what is needed, and make sure you are allowed to film the premises. No one else should appear, and children must not appear. If your own child under 14 appears despite these instructions, you consent as the person having parental authority. If our estimator sees a person in the video, he asks you to film again.

Anyone whose image ends up in a video may contact our Privacy Officer at info@cnslogistics.ca to see the footage, have it corrected or have it deleted.

5. The "before" video on a guaranteed move

On a guaranteed move, on the packing day, before the crew touches anything, the crew lead films every piece of furniture with you present. You may ask the crew lead to film an appliance or another object as well. You accept or refuse this video in writing in the guaranteed-move contract (clause 24). If you make no choice, we ask you again before the packing day. Without your agreement we do not film.

• Why: the video shows the condition of what is filmed when we take charge of it. We assess any damage claim with the help of this video.
• How: the crew lead films through our web page, on a phone. The video is sent straight to our server at OVHcloud, in Beauharnois, Quebec. The page does not save it in the phone. The video is kept sealed, with its date and time, under your contract number.
• What it shows: furniture and objects. The crew lead avoids filming people. Say so if someone is in the picture.
• Who sees it: the crew lead who films it; after that, the president of CNS and a person he names in writing, for claims only. It is not used for advertising or for training. It is not sent to Anthropic or to any artificial intelligence service.
• When it leaves our server: only if you ask for a copy; if your claim is sent to our insurer or to a technician; if the law or a court requires it; or if we need it to answer a claim before a court or before the Office de la protection du consommateur. Our host, OVHcloud, and companies of its group can access the server to keep it running and secure. Some of them are outside Quebec.
• How long: we keep it while we still hold your goods. We delete it 90 days after your goods are delivered if no claim is open. If your goods are sold under clause 17.4 g) of the contract, or leave our hands in another way without being delivered, the 90 days count from the day we stop holding them. If it was used to make a decision on a claim, the law requires us to keep it at least one year after the decision. If you do not agree with our decision, we keep it for the three years the law gives you to go to court. A legal duty to keep it comes before these periods.
• If you refuse it, or have it deleted before we have made our decision on a claim: your fixed price stays. But the 48-hour claims process no longer applies, because we no longer have the proof it depends on; the claim is then assessed on the other proof. If we are the ones who fail to make the video, the guarantee stays whole.

6. Your rights

At any time, you may:

• see your information and get a copy of it;
• have inaccurate or incomplete information corrected;
• ask us to delete your information, except what the law requires us to keep;
• withdraw your consent;
• get your information in a structured, commonly used technological format: our records are JSON files and the videos are video files, which our staff hand to you on request.

Write to our Privacy Officer (section 2). We may ask you to confirm your identity. We answer in writing within 30 days, as the law requires.

When you ask for deletion or withdraw your consent, a staff member sets the record's dates by hand within those 30 days, the files are removed at the first nightly run after that, and the backups follow within 30 days, unless a claim or a legal obligation requires us to keep the footage. Withdrawal may prevent us from providing the quote or the service.

7. Complaints

To complain about how we handle your personal information, write to our Privacy Officer (section 2) and describe the situation. We look into your complaint and answer you in writing within 30 days.

You may also complain to the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).

When your information is communicated outside Quebec, you may also complain to the Office of the Privacy Commissioner of Canada (priv.gc.ca).

8. Security

• Traffic between your browser and our pages is encrypted (HTTPS).
• Only our authorized staff, once signed in, can open your file, and our access log records each time they do.
• Each record of the video service is sealed with a digital fingerprint that shows any change.
• Backup copies are encrypted on our server before they leave it, with keys OVHcloud does not hold.
• If a confidentiality incident presents a risk of serious injury, we notify the Commission d'accès à l'information and the people concerned, as the law requires.

No transmission over the Internet is completely secure.

9. Our personal information governance

Our personal information governance policy, approved by our Privacy Officer (section 2), sets the framework for keeping and destroying your information, the roles of our staff and how we handle complaints. Here is the essence.

Roles

• Our Privacy Officer, the president of CNS, approves our policies, is consulted from the start of any project that involves personal information, is consulted to assess the risk of each confidentiality incident, keeps the incident register, and answers requests and complaints.
• A member of our staff has access to information only if it is needed for their work.
• The office (sales, dispatch) collects what is needed for the quote and the move, and passes any request or complaint to the Privacy Officer.
• The estimator reviews every line of the inventory list drawn from your videos and asks you to film again if a person appears. A person sets the price; the software sets none.
• On a guaranteed move, the crew lead films the "before" video with your written agreement, without filming people (section 5).
• The moving crew sees what it needs to carry out your move.
• Every staff member reports an incident to the Privacy Officer as soon as they see it.

Keeping and destruction

We keep your information for the periods in sections 3, 4 and 5. When it no longer serves the purposes it was collected for, we destroy it or anonymize it, unless the law requires us to keep it longer or a claim is open. In the video service, each deletion is written to a deletion log, which serves as proof of it.

Complaints

See section 7. The Privacy Officer records the date received, looks into the facts and answers you in writing within 30 days: what was found and what we are doing. If your complaint is justified, we correct our practice.

New projects

Before we set up or overhaul a system that involves personal information, we carry out a privacy impact assessment.

10. Changes to this policy

The date at the top of this page shows the last update. When we change this policy, we publish the new version on this page with a summary of the changes.

The consent text of the video service carries a version number. Any change creates a new version, and the record of your consent shows which version you accepted. If a change affects a purpose, a third party or a place where your information is communicated, we show you the new text before it applies to your information.

History:

• October 10, 2026: the federal Act is named (section 1); possible access by United States authorities to information kept or processed in the United States (sections 3 and 4); the Office of the Privacy Commissioner of Canada is added, to which you may also complain (section 7); added our personal information governance (section 9).
• October 8, 2026: added the video quote service (section 4) and the "before" video on a guaranteed move (section 5); the Privacy Officer is named by title.