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Privacy Notice

This notice explains how Cop Inc. handles personal information in connection with cop.boutique, the Cop iPhone app, customer accounts, orders, the Joa assistant, the Fil (videos), the creator program, the Message Center and customer-service requests. It covers information you provide, information generated when you use the storefront, and relevant information received from sellers and service providers. It also explains how to contact us about access, correction, consent or a privacy concern.

Cop operates a marketplace in which sellers ship directly to buyers. Providing delivery and order information to the seller fulfilling an order is therefore part of completing the transaction. This notice should be read with the information presented when you use a particular service and with the applicable notices of independent providers, including those named in section 6.

1. Information you provide

When you shop or attempt a purchase, the transaction may involve your name, email address, telephone number, billing and delivery addresses, selected products, sizes, quantities, order instructions and payment-related information. Account functions may also involve sign-in details, saved preferences and order history. Payment-card information is submitted through the available checkout and payment services; the fact that a payment is processed does not mean Cop support staff need your complete card number.

Phone sign-in. If you add a mobile number to your account (Login & security), Cop uses it only to send you sign-in codes by text message and, if you choose to receive them, text messages about your orders; never for marketing. Codes are sent through Amazon Web Services (AWS End User Messaging, in Canada) and the number is deleted when you remove it or close your account.

When you contact us, we receive the contents of your message and the information you choose to attach. This may include an order number, photographs of an item, correspondence about delivery or documents relevant to a return or authenticity concern. Send only information relevant to the request. Do not include account passwords, sign-in codes or a card security code in a support message.

Saved cards. When you pay by card, the card is saved with Stripe, on the record linked to your email address (see the Conditions of Use, section 6). Cop receives and keeps only its reference, brand, last four digits and expiry date.

“Contact us” form. Without an account, the form collects your name, email address, an optional order number, the topic and your message. Your IP address is used only to limit abuse. It is not stored with the request. The email address is not verified, and Cop’s team is told so. Your request is emailed to Cop’s team, which may also receive a notification in its app showing only your first name and the context of the request, never the text of your message.

Message Center. Messages between buyers and sellers go through Cop. Before a message is stored, Cop replaces any email addresses, phone numbers, links and social-media handles in it with “[hidden by Cop]”. Only the masked message is kept. Emails sent to sellers contain a link only, never either party’s address.

Product reviews. A review includes the rating, title, text, the display name you choose and a “verified purchase” mention. It is linked to your account. You can delete it at any time.

Photos sent to Joa. See section 7.

Creator program. An application collects your name, chosen handle, Instagram username (self-declared, not verified) and an optional note; joining with Instagram records the connected account’s username and copies its videos while it is connected (removed within 30 days of disconnecting). Cop records when and which version of the Creator Terms you accepted, the clicks and orders attributed to you and your commissions. Your Cop account email is used as your commission address. Uploaded videos are kept by Cop (see the Creator Terms). Your name, handle, Instagram username, bio and approved videos are public. Your email address, application note and moderation decisions are not.

2. Information generated through storefront use

Storefront operation can generate information such as an IP address, browser and device characteristics, pages and products viewed, referring pages, search terms, timestamps and interactions with shopping features. Cookies, browser storage, server logs and similar technologies can support a cart, account sessions, language preferences, recently viewed items and measurement of site use. When you place an order, Cop stores with it your IP address, the country, region and city derived from it, and your browser type, to prevent fraud and handle payment disputes. Cop also measures site traffic without cookies: a visit identifier is calculated from the IP address and browser with a key that changes every day, and that key is then deleted. Cop keeps the page viewed, the referring site, the device category and the language.

A link may contain a product or offer identifier, a reference value or information representing a search or filter selection. Encoding or encrypting a reference value does not make the whole browsing activity anonymous. Information connected with a session, account or order may remain personal information. Do not share a private checkout or account link publicly merely because part of the address is difficult to read.

The Fil. When you watch the Fil, your browser may send Cop viewing events:

  • video shown;
  • time watched and share of the video seen;
  • video watched to the end, replayed or skipped quickly;
  • sound turned on;
  • tap on an item, add to cart, share;
  • “Like” and “Save”;
  • purchase.

Until you turn personalization on, these events are only anonymous counts, with no context at all. If you turned it on, they come with general categories: language, province, time of day, device type, and the favourite brand and category from your taste profile, and a purchase event carries the order’s identifier, which allows it to be linked to that order. If you declined personalization (in Your history, in the window that offers it, or by declining preference cookies in the banner), or if your browser sends the Global Privacy Control signal, no event is sent. Cop adds the events to those of other visitors to rank videos. These totals fade over time (their weight halves roughly every 21 days), and the smallest are deleted. The events are not stored with your account, IP address or browser.

If personalization is on, your browser also keeps the list of videos seen for 7 days and your Fil preferences (brands, sellers, creators) for 180 days. Your “Like” and “Save” choices stay in your browser and are not linked to your account.

Unless you declined personalization, when you pick a size, add an item to the cart or pay from a video, and then buy that item within 7 days, the order records which video led to it (attribution). Likewise, if you click a Cop creator’s video or shop, the creator’s code and the time of the click are kept for 24 hours (and, if you are signed in, on your Cop account), and an item you add to the cart within those 24 hours is noted for 30 days, so that an order can be attributed to that creator (Cop pays them a commission). This is used only for that attribution.

Cookies and storage used by Cop:

  • session (signed session, browser session): sign-in;
  • cop_cart (signed cart, 30 days): cart;
  • cop_buy_now (buy now, 1 hour): checkout;
  • cop_language (language, 1 year): preference;
  • cop_pay and cop_wallet (preferred payment method, wallet availability, 1 year): checkout;
  • cop_home_selection (home page selection, 30 minutes): display;
  • cop_pz (your personalization choice, 1 year): preference;
  • cop_taste (sizes, 5 brands, 3 types, brands avoided, colours, 180 days): personalization, only if you turned it on;
  • cop_feed_aff (up to 12 Fil preferences, 180 days): Fil personalization, only if you turned it on;
  • cop_feed_seen (videos seen recently, 7 days): not showing a video again, only if you turned personalization on;
  • cop_reel (last video seen per offer, 7 days): attributing a purchase to a video, never if you declined personalization;
  • cop_cr (latest creator’s code and click time, 24 hours): attributing a purchase to a creator, never if you declined personalization;
  • cop_crc (items added to the cart within 24 hours of a creator click, 30 days): attributing those items to that creator, never if you declined personalization;
  • cop_mkt (“1” if you accepted marketing, 1 year): Meta consent;
  • _fbp and _fbc (Meta identifiers, duration set by Meta): advertising, only after your marketing consent.

3. Information received from sellers and providers

The seller fulfilling an order may provide information about stock, fulfilment, shipment tracking, delivery issues and responses to an order-related inquiry. Payment and commerce providers may provide transaction status, payment references and information relevant to risk assessment or dispute handling. Carriers may provide shipment events and delivery information.

We use information received from another party in connection with the relevant purpose, such as completing the order or resolving a delivery problem. The other party’s own collection and use of information may also be governed by its privacy notice. This notice does not imply that every seller has access to every customer’s account or browsing history.

4. Why information is used

Information is used to operate the storefront, maintain the cart and account functions, process purchases, communicate order updates, arrange direct fulfilment by sellers and handle returns, refunds, delivery questions and authenticity concerns. Relevant transaction and device information may also be used to identify unauthorized activity, protect accounts and investigate suspected misuse.

Information about use of the storefront may help diagnose technical problems, understand shopping activity and assess the performance of the site and marketing. Marketing messages and personalized advertising must be handled according to the preferences you provide and the consent or other authority required by applicable law. Information collected for an order is not unrestricted permission to use it for every future purpose.

Personalization and profiling. On cop.boutique, personalization stays off until you turn it on. If you turn it on, in the window that offers it or in Your history, Cop personalizes results, the home page, the Fil and Joa’s answers based on what this browser has viewed and chosen: sizes, brands, product types, colours and activity in the Fil. This profile is kept in your browser. It is not stored in your account. You can view, change or clear it, or turn personalization off, at any time in Your history. Declining preference cookies in the banner also turns it off. In the Cop app, personalization also stays off until you turn it on.

Cop Radio and Apple Music. On Apple devices, Cop Radio plays Apple Music previews. Only if you connect your Apple Music subscription (in Cop Radio or in Account → Music), Cop reads from Apple Music, when you connect and then at most once a day: the artists and songs recently added to your library, the songs you loved or disliked, a few playlists, what you played recently and Apple’s recommendations. Cop keeps only a short taste profile from it: your top artists (with a weight), your top genres and up to 20 favourite songs (title, artist, Apple Music ID). Your listening history is never kept. This profile is used to choose Cop Radio’s music and, if you are signed in to your Cop account, by Joa (section 7). It is kept in your browser and, if you are signed in, in your Cop account, until you disconnect Apple Music, choose “Delete my Apple Music taste” in Account → Music, or your account is deleted.

Fraud prevention. A risk score is calculated for each order from payment information (including Stripe Radar) and order information. It is a recommendation to Cop’s team, which decides whether to charge, review or cancel the order. No order is refused by a decision based exclusively on automated processing.

5. Sharing for orders and customer support

The seller responsible for fulfilment receives the order and delivery information needed for that task. Carriers and providers supporting payment, commerce infrastructure and customer service may receive information needed for their respective services. For a dispute, return or authenticity inquiry, relevant details may be exchanged to identify the transaction, understand the concern and determine the response. An order is sent to sellers only after Cop charges it (see the Conditions of Use, section 6). The seller then receives the name, delivery address and items needed for shipping.

A seller’s access to buyer information for fulfilment is not permission to use that information for unrelated marketing without a lawful basis. Do not include sensitive information in delivery instructions unless it is necessary to complete the delivery. Information submitted to a public review or other public feature, where offered, can be seen by others; private customer-service channels are more appropriate for an address, order record or personal complaint details.

6. Service providers and other companies

Cop uses providers that process information on its behalf:

  • Amazon Web Services: hosting of Cop’s servers, database and files, in the Canada region (Montréal, ca-central-1).
  • Shopify: hosting of the cop.boutique storefront (Oxygen), the cookie-consent banner, and Shop Pay when you choose it. See Shopify’s Privacy Policy.
  • Stripe: card payments, Apple Pay, Google Pay and Link, saved cards and fraud prevention (United States and other locations). Stripe also verifies sellers’ identity.
  • OpenAI: the AI models that run Joa, photo search and the automatic matching of items to videos (United States). See section 7.
  • Meta: the Meta Pixel and Conversions API, only if you accept marketing cookies; Instagram posts embedded in the Fil; Instagram accounts that sellers and creators choose to connect.
  • Resend: sending Cop’s email (United States, through Amazon SES).
  • Apple: Cop app notifications (Apple Push Notification service) and Apple Pay.
  • Google: Google Pay. Cop also sends its product catalogue to Google Merchant Center; that catalogue contains no customer information.

Cop gives these providers only the information their services need. Payment methods and other services you choose may involve additional terms.

Meta Pixel and Conversions API. Only if you accepted marketing cookies in the banner, and unless your browser sends the Global Privacy Control signal, Cop sends Meta the following events: product viewed, search, add to cart, checkout started and purchase. These events are used to measure and deliver Cop’s advertising. The information sent is your email address, phone, name, city, province, postal code and country, hashed before sending, plus your IP address, browser and the Meta _fbp and _fbc identifiers. Without that consent, nothing is sent to Meta.

7. Cookies, preferences and marketing choices

Some storage supports essential functions such as maintaining a cart or remembering a language choice. Other technologies may support analytics or advertising. Use any privacy controls made available on the storefront and your browser or device controls to manage the relevant choices. Disabling storage may affect sign-in, cart continuity or other features. A browser setting does not necessarily delete information already associated with a completed order.

You can unsubscribe from marketing email using the unsubscribe mechanism in the message or contact us about your preference. Transactional messages needed to administer an existing purchase, such as shipment or refund information, are distinct from promotional subscriptions. Advertising platforms also provide their own preference controls. Opting out of a particular platform’s personalization does not necessarily stop all advertising or all essential processing.

Joa, the AI shopping assistant. Joa runs on AI models from OpenAI, which processes data in the United States.

  • Conversation. The text of your conversations is not stored on Cop’s servers. The conversation is kept in your browser (the last 40 messages, including a thumbnail of any photos sent) until you close the tab. Cop asks OpenAI not to store the exchanges for later use. OpenAI may still keep a copy for a limited time to detect abuse, under its own terms. For each exchange, Cop sends OpenAI an identifier calculated from your IP address, not the address itself. Cop keeps only cost and step-count statistics, without the text.
  • Personalization. If you turned personalization on, Joa uses your taste profile (sizes, brands, colours, brands avoided), and preferences you state in the chat are added to that profile in your browser.
  • Account. When you are signed in, Joa looks up only what your question needs, when you ask it: your orders, returns and stock alerts; your addresses; your Message Center conversations (up to 600 characters of the latest message in a conversation); the brand, last four digits and expiry date of your saved cards. Your email address, phone number, passwords and full card numbers are never sent to OpenAI. Usually only your city and province are sent. Your full address (name, street, postal code) is sent when you ask for it, when Joa prepares an order or an order change, and when you ask it to manage your addresses.
  • Apple Music. If you are signed in to your Cop account and connected Apple Music, Joa receives your top artists and genres (section 4), which are then sent to OpenAI with your question. Joa uses them for music and, now and then, to suggest items related to your artists. On an Apple device, Joa can also play a song on Cop Radio when you ask; the song is looked up in Apple Music’s catalogue.
  • Actions. With your clear confirmation, Joa can place an order, change an order not yet charged, send a cancellation or return request, remove a card or make it the default, and add, edit or remove your addresses (see the Conditions of Use, section 16). The summary of an order prepared in the chat (items, address, card brand and last four digits) is kept by Cop for at most 90 days; the order itself is kept like any order (section 9).
  • Photos. Photos are reduced and stripped of their metadata (including GPS location) in your browser. They are then sent once to OpenAI to find the items they show. Cop does not store them anywhere. OpenAI is instructed never to describe or identify the people in them. Only the description of the items is used.
  • Answer pages. If your first message in Joa is exactly one of the questions published on a Joa answer page, Joa answers it without using your account, taste profile or cart, even if you are signed in. That answer may then become the page’s public text, provided it contains no personal information. Cop automatically checks it for email addresses, phone numbers, postal codes, order numbers and card numbers. These pages carry an “AI-generated” label.

You can turn on, view, change or turn off personalization on Your history.

8. Legal disclosures and business records

Relevant information may be disclosed where required or permitted by law, including to respond to a valid legal request, address fraud, protect legal rights or deal with a dispute. A request from a third party does not automatically justify disclosing an entire customer record. The purpose and lawful basis of a disclosure determine what information is appropriate.

A business reorganization or transfer involving customer information must be handled subject to the applicable privacy requirements. This notice does not grant an unrestricted right to transfer personal information for unrelated purposes. Order, accounting and dispute records may need to be retained even after an account is closed or a marketing subscription ends.

9. Processing locations and retention

Information is hosted mainly in Canada, with Amazon Web Services (Montréal). Some providers process it outside Québec and Canada, mostly in the United States:

  • OpenAI (Joa and photos);
  • Stripe (payment);
  • Meta (advertising, with your consent; Instagram);
  • Resend (email);
  • Shopify (storefront and Shop Pay);
  • Apple and Google (notifications and wallets).

Information processed in another jurisdiction may be subject to its laws and to access requests from its authorities. Questions about a particular category of information can be sent to the person in charge of the protection of personal information (section 12).

Retention depends on the purpose of the information and applicable requirements, such as completing an order, maintaining required financial records, responding to a claim or protecting against fraud. A deletion request does not automatically require destruction of every transaction record, but it should not be treated as permission to retain all information indefinitely. We assess requests in light of the records concerned and the law that applies.

Retention periods. We keep information for at most the following periods, unless the law requires us to keep it longer or to settle an ongoing dispute:

  • orders, invoices and payment records, including the technical data stored with an order (IP address, city, browser): 7 years after the end of the fiscal year, as tax laws require;
  • Cop account: while the account is active; it is deleted or anonymized within 30 days of a deletion request, except records the law requires us to keep;
  • Message Center conversations and requests made through the “Contact us” form: 3 years after the last message;
  • Joa conversations: never kept on Cop’s servers; order summaries prepared in Joa: 90 days; photos sent to Joa: never stored;
  • Cop Radio’s Apple Music taste: until you disconnect Apple Music, choose “Delete my Apple Music taste”, or your account is deleted;
  • Fil viewing events and personalization signals: 13 months, after which they are aggregated or anonymized;
  • server and security logs: 12 months (server technical logs are currently deleted after 30 days);
  • database backups: 7 days;
  • marketing consent: until you withdraw it;
  • events waiting to be sent to Meta: 7 days;
  • videos removed by a creator: removed from public storage within 30 days.

The key used to count visits is deleted every day.

10. Access, correction and other requests

You may ask about the personal information held about you, request access or correction, and raise concerns about how it has been used or disclosed. Depending on the applicable law and circumstances, you may also have rights relating to withdrawal of consent, deletion, portability or restriction of a particular use. These rights can be subject to exceptions, including the protection of another person’s information and legally required recordkeeping. You can also ask for the computerized information you provided to be sent to you in a structured, commonly used technological format. To close your account and have your information deleted, write to the person in charge of the protection of personal information (section 12). Account deletion is not yet available as a self-service option.

Write to the person in charge of the protection of personal information at confidentialite@cop.boutique. We may need proportionate information to verify your identity and understand the records requested. We will not ask you to disclose your account password to exercise a privacy right. If a request cannot be fulfilled in full, we explain the applicable basis and any further options required by law. You may contact the privacy authority with jurisdiction over your concern.

11. Children and account security

Purchases and account use must meet the legal-capacity requirements described in the Conditions of Use. Age-restricted activities, where offered, have their own rules. If you believe a child has provided information without the authorization required by law, contact us so the situation can be assessed. Cop does not check the age of users of the storefront, Joa or the Fil. The creator program is open only to people aged 18 or older. Information about a person under 14 may be collected only with the consent of the person having parental authority or the tutor.

Protect access to your email account and sign-in codes, particularly on a shared device. Contact customer care if you suspect unauthorized access or receive an unexpected payment or account request. No online service can promise that every transmission or storage system is free of risk. A concern involving exposure of personal information should be reported through the privacy contact without unnecessarily forwarding the exposed information to additional people.

12. Updates and contact

We may revise this notice to reflect changes in services, information practices or legal requirements. A new notice does not itself replace any notice or consent required for a materially different use of information. English and French versions are intended to explain the same practices.

Cop iPhone app. The app collects the same information as the storefront for your account, orders and Joa. It uses no advertising tracking tool and does not show Apple’s tracking prompt. It asks for camera and photo access only for Joa’s photo search. Your device’s notification token is used to send you, according to your choices:

  • order status (including the carrier and tracking number in Live Activities);
  • back-in-stock alerts;
  • price drops.

The app also keeps the list of products you are watching.

Person in charge of the protection of personal information: Justin Bunodière, President, Cop Inc. Privacy questions, requests and complaints: confidentialite@cop.boutique. COP INC., Québec, Canada (business details: Legal notice). The Contact Information page also lists order, return and shipping support addresses.

13. Confidentiality incidents

If a confidentiality incident presents a risk of serious injury, Cop notifies the Commission d’accès à l’information and the people concerned, as the law requires.

14. Creators, sellers and people shown in videos

To match items to a video, Cop sends the video’s cover image to OpenAI (not stored for later use) and keeps only the description of the items. This also applies to embedded Instagram posts. For Instagram posts that mention Cop, Cop keeps the post’s username, caption and link. A person who appears in a video, or who made it, can ask for it to be removed by writing to the person in charge of the protection of personal information (section 12).