01 Company and scope
TXSNOW is operated by 16990096 Canada Inc., carrying on business as TXSNOW. This policy covers website accounts, enquiries, lesson bookings, payment processing arrangements, lesson communications and post-lesson services. Instructor application and engagement information is covered separately by the TXSNOW Privacy Statement for Instructor Applicants and Contracted Instructors.
Privacy contact email: admin@t-xsnow.com
02 Personal information we collect
| Information category | Information collected and main purposes |
|---|---|
| Account and contact information | Customer or parent name, telephone number, email address, billing address and mailing address; used to create accounts, communicate, manage orders and provide related services. An account must be created when placing and paying for an order. |
| Student and lesson information | Student name and age, as well as any gender, skiing or snowboarding ability, relevant certifications, learning goals, lesson history and feedback provided; used for lesson planning and instruction. Instructors may ask further questions about ability and goals before the lesson. |
| Emergency contacts and limited health information | Emergency contact details; medication allergy history and history of major sports injuries, mainly to provide information to emergency responders or hospitals when needed. We do not routinely collect complete medical records or extensive information about medical conditions, medication use or behaviour. |
| Transaction and authorization records | Billing address, payment amount, transaction reference, order and refund records, waivers, parental authorizations and related consent records. |
| Communication and service records | Messages, lesson group chats, customer reviews, complaints, refunds and dispute handling; if an incident occurs, the facts and communications necessary to handle it. |
| Lesson photos and videos | Lesson photos, videos and related feedback created by instructors; used for lesson delivery, learning records and continuity of instruction across snow seasons, and included in customer service files. Separate authorization is obtained for public promotional use. |
| Website technical information | Browsing, device and visit data generated through the use of cookies and Google Analytics, such as pages viewed, visit times and approximate region; the specific data depends on the settings actually enabled. |
We do not routinely collect students’ full dates of birth, height, weight, shoe sizes or equipment information, or routinely require proof of family relationship. Where necessary to confirm authorization for a minor or handle a rights request, we may verify the requester’s authority.
03 Sources of information and purposes of use
Information comes mainly from you, authorized parents or representatives, assigned instructors, payment transaction records and operation of the website. Please ensure that you have authority to provide another person’s information, and let emergency contacts know that their contact details will be used for emergency contact purposes.
We use personal information to respond to enquiries, manage accounts, arrange lessons, provide instruction and post-lesson feedback, maintain learning records and continuity of instruction across snow seasons, process payments and refunds, support safety, handle complaints and disputes, protect our systems and improve services. Marketing and public promotion are governed by the separate rules below. We will explain any new purpose in advance and obtain renewed consent where required.
04 Who may access information
Assigned instructors May access only the student name, age, gender if provided, telephone number or email address, lesson time and location, relevant lesson history and reviews, and necessary health and emergency contact information required for their lessons. Instructors may ask further questions about ability and goals. The amount paid by a student is not made available to the assigned instructor.
Internal personnel Operations, customer service, finance and privacy personnel access relevant information only according to their responsibilities and actual needs.
Service providers We use WordPress and WooCommerce to manage our website and orders; Stripe, PayPal and AlphaPay to process payments; and AWS, Google Analytics, marketing email and communications platforms to provide their respective services. These platforms may receive, store or process necessary information to deliver their services.
Recipients in emergencies or as legally required Where necessary, we provide hospitals, emergency responders, resort patrol personnel or police with information needed to handle an emergency. Where disclosure to insurers, professional advisers or authorities is necessary for a specific claim, dispute or legal obligation, we disclose information only to the extent supported by appropriate consent or a legal basis.
We do not sell personal information or routinely provide customer lists for use by partner resorts, insurers, photographers or video producers, affiliated organizations or other partners. Necessary system processing and the specific disclosures described above do not authorize recipients to conduct their own marketing.
05 Payments and website cookies
Payments are completed through third-party payment platforms. TXSNOW cannot view or store full payment card numbers. Payment platforms process payment information under their applicable terms and privacy policies; we retain the records needed for reconciliation, transaction confirmation and refunds.
The website uses cookies to support login, the shopping cart, checkout and website operation, and uses Google Analytics to understand website usage. Analytics technologies are not necessary for booking a lesson itself, and their use must comply with applicable notice and consent requirements.
You can restrict or delete cookies through your browser settings, or ask us about the handling of analytics data and available opt-out methods. Blocking necessary cookies may affect login, the shopping cart or checkout. Clearing cookies alone does not automatically delete existing orders or other records.
06 Storage locations and information security
Core customer files are held in the website booking system that uses AWS, and related information may be processed or stored in the United States. Lesson communications platforms, payment and analytics services, and authorized instructors’ devices may also retain information handled in the course of their activities. Third-party platforms’ processing locations depend on their service arrangements. We do not guarantee that all copies are located exclusively in Canada or the United States.
Information held outside Canada may be subject to local laws and lawful government access requirements. We remain responsible for personal information under our control and apply appropriate access restrictions and safeguards according to its sensitivity. No system or method of transmission can guarantee absolute security.
07 Minors and health information
Parents or guardians arranging lessons for minors must have authority to provide information and give the relevant authorizations. For children who cannot provide meaningful consent, we obtain consent from a parent or guardian. For young people who can understand the relevant handling of information, we also consider their understanding and wishes. Consent for children under 13 is generally provided by a parent or guardian.
Medication allergy history and history of major sports injuries are sensitive information. Before collecting it, we explain the purposes and obtain express consent, and limit access to those with an actual need. Please do not submit unrelated complete medical records in ordinary messages or group chats. After a lawful emergency disclosure, we will notify the individual concerned or their guardian as required by applicable requirements.
08 Lesson photos and videos
Lesson delivery and ongoing services
Lesson photos, videos and feedback are used for lesson delivery, learning records and continuity of instruction across snow seasons, and are included in customer service files. The recording, uses and retention arrangements will be explained in the service agreement before purchase or during the authorization process, and express consent will be obtained. Information is retained for as long as necessary for these purposes and reviewed regularly. When no longer needed, it is deleted or irreversibly anonymized, unless retention is required by law. Separate authorization is obtained for public promotional use.
If you do not wish to be photographed or recorded, or wish to withdraw consent to the recording and retention of lesson images or videos, please contact customer service before purchasing or as early as possible. We will explain the impact on the photo and video deliverables and assess reasonable alternatives. We make only processing necessary for an identified and reasonable service purpose a condition of service; we do not require acceptance of unnecessary uses of images or videos.
Website and social media promotion
Before using identifiable students’ photos, videos or voices on our website, social media or in advertising, we obtain separate, specific promotional authorization. This authorization may appear on the same page as the service agreement but must be a separate choice. Refusing promotional authorization does not affect normal lesson purchases.
You may withdraw promotional authorization at any time through the privacy email address or customer service. We will stop new uses and, where reasonably practicable, delete or remove existing material under our control. Printed materials already distributed, reposts by others, cached copies or material retained by third parties may not all be recoverable, but this does not justify our continuing to actively use the material. Promotional material involving minors is reviewed at least once every 3 years.
When publishing customer reviews, we normally display only the review content with identifying information removed, obscuring names, profile pictures, contact details and other identifying details. If a person may still be identifiable, we obtain the appropriate authorization first.
09 Lesson group chats and post-lesson contact
We primarily organize lesson communications through WeChat, WhatsApp or text messages, and occasionally use Instagram or Facebook group chats. Groups normally include TXSNOW operations personnel, the relevant students or parents, and the assigned instructor. Members may see one another’s group profile information, messages and shared content.
Instructors may post arrangements, photos, videos and post-lesson feedback in the relevant lesson group. Where different families share a group, a student’s health information or personal images without permission must not be posted. Separate communications or restricted links are used where necessary. You may contact customer service in advance to discuss other communication methods.
Group chats do not automatically disappear from all members’ devices or platforms when a lesson ends. We manage records under our control according to retention periods, require instructors to clear copies that are no longer needed, and delete relevant content where technically feasible. We cannot delete copies independently retained by other participants on their behalf. Instructors may continue contacting you for reasonable post-lesson follow-up, but must not treat permission for lesson-related contact as unrestricted marketing authorization.
10 Marketing messages and unsubscribing
We may send lesson and event information by email, text message or instant message, but only with valid consent or another applicable legal basis. Completing a booking may establish a time-limited business relationship; it does not amount to indefinite consent to marketing. Consent for website email subscriptions is recorded separately.
You may click the unsubscribe button in an email, ask us to stop through the channel on which you received a message, or email admin@t-xsnow.com. We will act as soon as possible and no later than 10 business days. Unsubscribing does not affect necessary booking confirmations, safety notices, lesson changes or refund communications.
11 Retention periods and deletion
We retain information according to its purposes and review it regularly. Where multiple retention arrangements apply to the same matter, the longer period applies only to records that are genuinely necessary. Once the applicable deletion conditions are met, information is deleted or irreversibly anonymized. Account deactivation does not mean that tax, contractual or dispute records are deleted at the same time.
| Information category | Usual retention arrangements |
|---|---|
| General enquiries and accounts | General enquiries: 24 months after the last communication. Accounts: deactivated 3 years after the last activity, with unnecessary information deleted. |
| Booking and lesson fulfilment records | 7 years after the lesson ends. Minimal evidence of lessons involving minors must also be retained at least until the student turns 20. Lesson images, videos and teaching feedback follow the corresponding arrangements below. |
| Payment and tax records | At least 6 years after the end of the relevant tax year, or longer where required by law. |
| Waivers and parental authorizations | Adult students: 7 years after the lesson ends. Minor students: at least until they turn 20. |
| Ordinary information about minors | 3 years after the last lesson. Lesson images, videos and teaching feedback, and records genuinely needed for contractual matters, incidents or other purposes, follow the arrangements for their respective categories. |
| Limited health information | Deleted 90 days after the season ends and reconfirmed each new snow season. Copies on instructors’ devices are deleted within 30 days after the lesson ends. If another lesson is already booked and the information is genuinely needed, retention may extend until that lesson ends. |
| Lesson photos, videos and teaching feedback | Lesson photos, videos and feedback in customer service files are retained for as long as necessary for learning records and continuity of instruction across snow seasons, and reviewed regularly. When no longer needed, they are deleted or irreversibly anonymized. Temporary working copies are cleared promptly after delivery and necessary archiving are complete. Promotional materials, incident evidence and records subject to legal preservation follow their respective arrangements. |
| Promotional materials and proof of authorization | Materials: until consent is withdrawn or use stops. Corresponding proof of authorization: retained for 7 years after the material’s last public use. |
| Published reviews | Retained while displayed and deleted after withdrawal or discontinuation. Minimal review and verification records may be retained for a further 12 months. |
| Complaints, refunds, disputes and incidents | Complaints, refunds and disputes: 7 years after the matter is closed. Incidents involving adult students: 7 years after the matter is closed. Incidents involving minors: until the student turns 20 or 7 years after the matter is closed, whichever is later. |
| Unsubscribe records and anonymous statistics | Minimal unsubscribe records are retained long-term to prevent further messages being sent in error. Statistical information from which individuals cannot be reidentified may be retained long-term. |
Deletion of necessary records is suspended where there is an unresolved claim, investigation, legal hold or other statutory retention requirement. Age 20 is an internal retention benchmark and does not mean that all limitation periods for claims have expired. Residual backup copies are access-restricted and removed according to backup rotation schedules; they are not restored to routine use.
12 Access, correction, withdrawal of consent and complaints
You may contact the privacy officer at admin@t-xsnow.com or through online customer service to request access to, correction or deletion of personal information, withdraw consent, or complain about misuse of information. Some information can be corrected directly in your account. We may verify your identity and, if you are applying on someone else’s behalf, your authority.
We normally respond within 7–10 business days and make every effort to complete the request. Personal information access requests generally receive a substantive response within 30 calendar days of receipt. Where a lawful extension is needed, we will explain the reasons, extension period and complaint options within the original deadline.
Deletion or withdrawal of consent does not affect prior lawful processing. Information needed for legal or tax purposes, unresolved disputes or incident handling may continue to be retained. If we cannot fully meet a request, we will explain the reasons and available alternatives. Refusing to provide information necessary to perform the service may affect booking, lesson delivery or emergency contact.
You may also complain to the Office of the Privacy Commissioner of Canada (OPC) without first obtaining our permission.
Office of the Privacy Commissioner of Canada Privacy complaint portal
13 Policy updates
We will publish updated versions and revision dates on our website. If material changes involve new uses of information or disclosure methods, we will provide appropriate notice and obtain new consent where required. Continued website use alone does not replace express consent required by law.