Privacy policy

Last updated: October 24, 2026

1. About This Policy

9718117 Canada Inc., operating as RTI Cabinets ("RTI Cabinets", "we", "us" or "our"), is a kitchen cabinet manufacturer based at Unit 1, 396 Clarence Street, Brampton, Ontario L6W 1T5, with operations in Ontario and British Columbia. We sell to customers across Canada and the United States.

This Privacy Policy explains how we collect, use, share, store and protect personal information when you:

visit or buy from our websites, including rticabinets.ca and rticabinets.com (the "Store");
open a quote, warranty form or other page we send you on rtiservicehub.com;
contact us by email, phone, Facebook Messenger, Instagram, online forms or in person at our showroom; or
otherwise deal with us (together, the "Services").

We handle personal information in line with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), which governs our activities in Ontario and across Canada; British Columbia's Personal Information Protection Act where it applies; Quebec's Act respecting the protection of personal information in the private sector (as amended by Law 25); Canada's Anti-Spam Legislation (CASL); and other privacy laws that apply where our customers live, including U.S. state privacy laws where they apply to us.

By using the Services, you acknowledge that you have read this Privacy Policy. If this Privacy Policy conflicts with our Terms of Service on how personal information is handled, this Privacy Policy applies.

2. Personal Information We Collect

"Personal information" means information about an identifiable individual. It does not include information that has been anonymized so it can no longer identify you. Depending on how you deal with us, we may collect:

Contact details: name, email address, phone number, billing address, shipping or delivery address.
Order and transaction details: products viewed, added to cart or purchased; draft orders and quotes; returns, exchanges, warranty claims and order history.
Payment details: payment method, transaction amount and confirmation. Card payments are processed by Shopify and its payment partners. We do not see or store your full card number.
Project details: kitchen measurements, layouts, floor plans, photos and videos of your space, design files, colour and style choices, and installation timing that you share with us.
Communications: emails, form submissions, Facebook Messenger and Instagram messages, AI chat conversations, survey answers, reviews, and notes our team makes about your inquiry or order.
Phone calls: call details (number, date, time, length) and, where we tell you at the start of the call, a recording of the call and any transcript or summary made from it (see Section 6).
Quote engagement: when you open a quote link we send you, how and when you view it (see Section 7).
Delivery details: delivery address, access notes, delivery and pickup confirmations, signatures and photos taken at delivery.
Device and usage information: IP address, browser and device type, pages visited, links clicked, and similar information collected through cookies, pixels and similar technologies (see Section 8).
Account information: if you create an account on our Store, your login details and preferences.

We do not ask for sensitive information such as health information or government ID numbers. Please do not send it to us.

3. How We Collect Personal Information

Directly from you: when you place an order, fill in a form, email, call or message us, chat with us, visit our showroom, or send us photos and measurements.
Automatically: from your device when you use our Store or open a link we send you, through cookies, pixels and similar technologies.
From service providers: such as Shopify, our payment processors, delivery routing and survey tools, which collect information on our behalf.
From advertising and social media platforms: such as Google and Meta, which may tell us, for example, that an ad led to a visit or purchase.
From people acting for you: such as a contractor, designer or family member who contacts us about your project.

4. How We Use Your Information

We use personal information to:

Provide our products and services: prepare quotes and designs, process payments, manufacture, deliver or arrange pickup of your order, and handle returns, damage and warranty claims.
Communicate with you: answer questions, send order and delivery updates, and follow up on quotes and inquiries you started.
Improve our business: train and coach our team, review service quality, understand which products and pages customers use, and improve our website, quotes and processes.
Market and advertise: send promotional messages where you have agreed (see Section 16), and show and measure ads on platforms such as Google and Meta (see Section 8).
Protect you and us: verify identity, prevent fraud and misuse, secure our systems, and resolve disputes.
Meet legal obligations: keep tax and accounting records and respond to lawful requests from authorities.

5. Consent

We collect, use and share personal information only with your consent, unless the law allows otherwise. Depending on how sensitive the information is and what you would reasonably expect, consent may be express (for example, ticking a box) or implied (for example, giving us your address so we can deliver your order).

You may withdraw consent at any time, subject to legal or contract limits, by contacting our Privacy Officer (Section 23). If you withdraw consent, we may not be able to provide some Services, such as completing an order.

6. Phone Call Recording

We may record phone calls with customers. When a call is recorded, we tell you at the start of the call.

We use call recordings, and any transcripts or AI-generated summaries made from them, to:

keep an accurate record of what was discussed, such as order details, measurements, changes and delivery arrangements;
train and coach our team and review service quality;
resolve questions, complaints, damage or warranty claims and disputes.

We do not use recordings to create voiceprints or identify you by your voice.

If you do not want to be recorded, tell us at the start of the call and we will stop recording where our phone system allows. You can also reach us by email, through our online forms, or in person at our showroom.

Recordings are stored by our phone service provider and are available only to authorized staff. We keep them only as long as needed for these purposes or as required by law.

7. Quote Presentations

When we send you a quote link, we record:

when the quote is opened and the type of device used;
how far you scroll and which sections you view;
how long the page is open;
which items you interact with, such as door styles, colours, videos or downloads.

We use this only to help your sales representative follow up and to improve our quotes. It is linked to your quote, is available only to authorized RTI Cabinets staff, and is not sold or used for advertising.

Each quote link is private and unique to you. Please do not share it. We can deactivate a link at any time, and you can ask us to do so.

8. Cookies, Pixels and Advertising

Our Store uses cookies, pixels and similar technologies to keep your cart working, remember your preferences, understand how visitors use the site, and show and measure ads.

We use advertising and analytics services from Google (including Google Ads and Google Analytics) and Meta (Facebook and Instagram). These services may collect your IP address, device and browser information, pages visited and actions taken, such as starting a checkout or submitting a form.

To measure ads and reach customers, we may share hashed (scrambled) contact details, such as your email address or phone number, with Google and Meta through tools such as Enhanced Conversions, the Conversions API and customer lists. These platforms match the hashed details to their own users. We do not send them your name, email or phone number in plain text.

Your choices:

Use the cookie banner on our Store to accept or decline non-essential cookies. Where the law requires (for example, in Quebec), technologies that identify, locate or profile you are off until you turn them on.
Change your ad settings with Google and Meta.
Opt out of interest-based ads from participating companies through the Digital Advertising Alliance of Canada.
Block or delete cookies in your browser settings. Some parts of the Store may not work without them.

We honour the Global Privacy Control (GPC) signal as described in Section 20. We do not respond to other "Do Not Track" signals.

9. AI Tools and Automated Processing

We use artificial intelligence tools, including Anthropic's Claude, to help our team:

answer questions through AI chat assistants on our website, Facebook Messenger, Instagram and other channels;
send automatic replies to emails and messages;
draft and suggest replies for our team to review;
summarize conversations, calls and inquiries;
organize and route inquiries to the right team member;
prepare quotes and follow-up messages;
analyze sales, advertising and website data to improve our business.

When you chat with an AI assistant, or receive a reply written and sent by AI without a team member, we tell you it came from AI. AI replies may not always be accurate. Order details, prices and commitments are confirmed by our team. You can ask to speak with a person at any time.

What you type into an AI chat, and the replies, are kept as part of your conversation record (Section 13). Please do not share payment card numbers or other sensitive information in a chat.

Advertising platforms such as Google and Meta also use automated systems to decide which ads to show and how to bid.

We do not make decisions about your pricing, order, eligibility or warranty claim based only on automated processing. A team member is always involved. You may ask us how AI or automated tools were used in dealing with you.

10. How We Share Your Information

We never sell or give your personal information to another business for its own marketing unless you have given express consent for that specific purpose.

Service providers. We share personal information with companies that perform services for us. They may use it only to provide those services and must protect it. Our main providers are:

Shopify: online store, checkout, payment processing and marketing emails (Shopify Email)
Google: business email (Google Workspace), advertising and analytics
Meta: Facebook and Instagram messaging and advertising
Aircall: business phone calls and call recordings
Anthropic: AI tools (Claude), including AI chat, automatic replies and drafting
Lovable and Supabase: hosting for our customer service, AI chat and quote system
Zoho: customer relationship management and business operations
Coupler.io: moving data between our business tools for reporting
HulkApps: online forms
EasyRoutes: delivery route planning
Zigpoll: customer surveys
PushOwl: browser notifications you sign up for
Gorgias: customer support history
Dropbox: storage of design files and drawings
Other Shopify apps: apps installed on our Store for features such as product options, reviews, forms, chat, notifications, shipping, upsells and order management
Other software providers: tools for design, production, scheduling, email, messaging, file storage, accounting, analytics, AI and IT support

This list shows our main providers and the types of others we use. It may change as we add or replace tools. You can ask our Privacy Officer (Section 23) for a current list.

We also share delivery details with freight or shipping carriers when we ship your order, and work with accountants, lawyers, insurers and IT providers who are bound by confidentiality.

Advertising platforms. We share device information and hashed contact details with Google and Meta to show and measure ads, as described in Section 8. These platforms also use the information under their own privacy policies.

Partners you choose. We share your details with a partner business, such as a countertop, installation or dealer partner, only if you ask us to or give express consent, for example by ticking an unchecked box.

Legal and business reasons. We may disclose personal information where required or allowed by law, such as to respond to a court order or a lawful request from authorities, to protect our rights or prevent fraud, or as part of a sale, merger or financing of our business, subject to confidentiality obligations.

11. Relationship with Shopify

Our Store is hosted by Shopify, which collects and processes personal information about your use of the Store to provide and improve its services. We also use certain Shopify features that combine information about your interactions with our Store, other merchants and Shopify. For those features, Shopify is responsible for the processing and for responding to your requests about it. To learn more, see the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.

12. Storage Outside Canada

Some of our service providers store or process personal information outside Canada, mainly in the United States, and in some cases in the European Union or elsewhere. While there, it is subject to the laws of that country, and authorities there may be able to access it. We choose providers that protect personal information and limit their use of it by contract.

13. How Long We Keep Information

We keep personal information only as long as we need it for the purposes in this Policy, such as your order, warranty and customer support, or as required by law, for example for tax and accounting records.

When we no longer need it, we securely delete or anonymize it.

We may keep information longer if needed for an open claim, dispute or legal requirement. You can ask us to delete your information sooner (Section 15).

14. How We Protect Information

We use physical, organizational and technical safeguards suited to the sensitivity of the information. These include access limited by role, multi-factor authentication for staff, encrypted connections, automatic session time-outs and private, expiring links for quotes and files.

No system is perfectly secure. Please do not send sensitive information through unsecured channels. If a breach of security creates a real risk of significant harm to you, we will notify you and report it to the Privacy Commissioner of Canada, the Commission d'accès à l'information du Québec or another regulator as the law requires.

15. Your Rights

Subject to the law where you live, you may ask us to:

Access the personal information we hold about you and learn how it has been used and shared;
Correct information that is inaccurate or incomplete;
Delete your information, unless we must keep it by law (for example, tax records);
Withdraw consent to a use of your information;
Receive a copy of information you gave us in a commonly used format, where the law provides;
Opt out of marketing messages and interest-based advertising (Sections 8 and 16).

To make a request, contact our Privacy Officer (Section 23). We may need to verify your identity first. You may use an authorized agent if you give them written permission. We respond within 30 days, or as the law requires, and will tell you if we need more time or cannot fulfil a request and why. We will not treat you differently for using your rights.

16. Marketing Messages

We send promotional emails, text messages or notifications only where you have agreed or where Canada's Anti-Spam Legislation otherwise allows, for example after a recent purchase or inquiry. Every promotional email includes an unsubscribe link, and we process unsubscribe requests within 10 business days. You can also contact us to stop them.

We will still send messages about your orders, quotes, deliveries and warranty, and may follow up on an inquiry you started. You can ask us at any time to stop follow-ups.

17. Children

Our Services are for adults. We do not knowingly collect personal information from anyone under the age of majority where they live. If you believe a child has given us personal information, contact us and we will delete it.

18. Third-Party Websites

Our Services may link to other websites and social media platforms, such as YouTube, Instagram and Facebook. Their privacy practices are their own, and we are not responsible for them. Information you post publicly on social media may be seen by others.

19. Quebec Residents

If you live in Quebec, you also have the right to:

be told, when a decision about you is based only on automated processing, that it was, what information was used, and to have a person review it;
ask us to stop spreading your information or to remove links to it (de-indexing) where the law allows;
receive information you gave us in a structured, commonly used technological format.

Before we transfer personal information outside Quebec, we assess whether it will be adequately protected. Technologies that identify, locate or profile you are off by default until you turn them on. Our Privacy Officer (Section 23) is the person in charge of protecting personal information.

20. United States Residents

Depending on your state, you may have rights to know, access, correct and delete your personal information, and to opt out of its "sale", "sharing" or use for targeted advertising. Our use of advertising pixels and hashed customer lists with Google and Meta (Section 8) may count as "sharing" or targeted advertising under some state laws.

To opt out, use the privacy choices on our Store, the Shopify Privacy Portal, or contact us. If your browser sends a Global Privacy Control signal, we treat it as an opt-out request for that browser. If you are not satisfied with our response, you may appeal by replying to our decision, and you may contact your state Attorney General.

21. Questions and Complaints

If you have a concern about how we handle your personal information, please contact our Privacy Officer first so we can try to resolve it. If you are not satisfied, you may complain to:

the Office of the Privacy Commissioner of Canada;
in Quebec, the Commission d'accès à l'information du Québec;
in British Columbia, the Office of the Information and Privacy Commissioner for BC;
outside Canada, your local privacy regulator.

22. Changes to This Policy

We may update this Privacy Policy to reflect changes in our practices or the law. We will post the new version here and change the "Last updated" date. If we make an important change, we will tell you by email or a notice on our Store where required, and ask for your consent if the law requires it.

23. Contact Our Privacy Officer

Privacy Officer, RTI Cabinets
9718117 Canada Inc.
Unit 1, 396 Clarence Street, Brampton, Ontario L6W 1T5
Email: info@rticabinets.ca
Phone: 647-710-9846