Privacy Policy

1. Who we are

Reconditioning HQ is a brand of High Performance Consultants Inc. ("we", "us", "our"), which operates reconditioninghq.com and the courses, memberships and events sold through it.

Under Quebec's Act respecting the protection of personal information in the private sector (as amended by Law 25), we are required to name the person responsible for the protection of personal information:

• Scott Livingston, Privacy Officer
• [email protected]
• High Performance Consultants Inc.
  42 Rue Square-Sir-George-Étienne-Cartier, App 419
  Montreal, Quebec H4C 0C6, Canada

2. What we collect

Information you give us

• Account and contact details — your name, email address, and the password you set.
• Billing information — your billing name, address and country. Card numbers are entered directly with our payment processor and are never stored on our systems.
• Professional details — your profession, credentials, clinic or organisation, and anything else you choose to tell us when you register or ask to be listed as a practitioner.
• What you submit — form responses, questions, assignments, quiz answers, comments, and messages you send us.
• Live sessions — if you take part in a mentorship session or in-person event, this may include your appearance and voice on a recording. We will tell you when a session is being recorded.

Information collected automatically

• Usage and device data — IP address, browser and device type, pages visited, the site that referred you, and the dates and times of your visits.
• Course progress — which lessons you have opened and completed.
• Video engagement — which videos you play and how much of each you watch, collected by our video host.

3. Why we use it

• To create and run your account and give you access to what you bought.
• To take payment, manage payment plans, and issue receipts and refunds.
• To provide support and answer your questions.
• To send you service messages about your purchases, your cohort, or changes to these terms. You cannot opt out of these while you hold an account with us.
• To send you our newsletter and information about our programs — only if you have asked for it. Every one of those emails has an unsubscribe link, and unsubscribing does not affect your access to anything you have bought.
• To understand how the site is used so we can improve it.
• To protect the site against fraud, abuse and unauthorised sharing of course material.
• To meet our legal, tax and accounting obligations.

If you are in the UK or the European Economic Area, our legal bases are: performing our contract with you (account, delivery, payment); your consent (marketing, non-essential cookies); our legitimate interests (site security, improving our products); and compliance with legal obligations.

4. Cookies and tracking

Our site uses cookies and similar technologies. Some are necessary for the site to work at all — signing you in, keeping your cart, remembering your preferences. Others are not, and those are the ones you can decline.

The third-party services that set cookies or collect data on our site are:

• Kajabi — the platform that hosts our site, courses and checkout. Essential to the service, and also provides us with usage analytics.
• Google Analytics (via Google Tag Manager) — tells us how many people visit and which pages they read.
• Meta Pixel (Facebook) — measures the performance of our advertising and lets us show ads to people who have visited the site. This one builds a profile linked to your Facebook account.
• Wistia — hosts our videos and records which ones are played and for how long.
• Google reCAPTCHA — protects our forms from automated abuse. Google collects device and behaviour data to decide whether you are human.
• Google Fonts, Font Awesome and jsDelivr — deliver typefaces and icons. Your IP address is visible to these providers when a page loads.

Quebec law requires that any technology which identifies, locates or profiles you be switched off unless you turn it on. You can also control cookies through your browser settings, and opt out of Google Analytics using Google's browser add-on. Blocking non-essential cookies will not stop you using the site or your courses.

5. Who we share it with

We do not sell your personal information, and we never will.

We share it only with the service providers who make the business run — our website and course platform, our payment processor, our email provider, our video host, and our analytics providers. They may use your information only to provide their service to us.

We will also disclose information where the law requires it, to enforce our terms, to protect someone's safety, or as part of a sale or reorganisation of the business — in which case we will tell you before your information is transferred.

6. Where your information is held

Our platform and most of our service providers store data on servers in the United States. This means your personal information is processed outside Quebec and outside Canada, where privacy laws differ from those where you live and where foreign authorities may in some circumstances be able to access it.

We assess these transfers before we make them, as Quebec law requires, and we rely on our providers' contractual commitments — including Standard Contractual Clauses where UK or EEA data is involved — to protect your information.

7. How long we keep it

• Account and course records — for as long as you have an account, and for 7 years afterwards where we need them for tax and accounting.
• Payment records — 7 years, as required by Canadian tax law.
• Marketing contacts — until you unsubscribe, then we keep a minimal record so we do not email you again by mistake.
• Analytics data — according to each provider's retention settings, generally no more than 26 months.

8. Your rights

Whoever and wherever you are, you can ask us to:

• Tell you what we hold about you, and give you a copy.
• Correct anything that is wrong or incomplete.
• Delete your information, where we are not required to keep it.
• Stop using it for marketing, at any time.
• Withdraw your consent where we relied on it.
• Receive it in a portable format — a structured, commonly used computerised file you can take elsewhere.
• De-index information about you, where continued publication causes you serious injury and removal is not disproportionate.

Email [email protected] and we will respond within 30 days. There is no charge. We may need to confirm your identity first.

If you are not satisfied with how we have handled your request, you can complain to the Commission d'accès à l'information du Québec, to the Office of the Privacy Commissioner of Canada, or to the data protection authority where you live.

9. Automated decisions

We do not make decisions about you based solely on automated processing. If that ever changes, we will tell you at the time and explain how to contest the decision.

10. Security

Our site runs over an encrypted connection, access to customer data is limited to the people who need it, and payments are handled by a PCI-compliant processor so that we never hold your card details. No system is perfectly secure, but if a breach happens that presents a risk of serious injury, we will notify you and the Commission d'accès à l'information as the law requires.

11. Children

Our courses are sold to practising professionals and are not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us their information, contact us and we will delete it.

12. Changes

If we change this policy we will update the date at the top of this page. If the change is significant, we will email account holders before it takes effect.

13. Contact

Questions about this policy or about your information: [email protected], or use our contact form.