Draft for review by Aquatell’s counsel; not yet in effect. Until it’s approved, questions about how we handle your information or orders go to our team.
Privacy
For the US store, aquatell.com, in US dollars. Shopping from the other country? Switch stores at the top of the page.
Last updated: November 2026
This policy explains what personal information Aquatell collects, why we collect it, who helps us process it, how long we keep it and the choices you have. It covers our US store at aquatell.com and our Canadian store at aquatell.ca, Aqua (our AI water specialist on the website, by text and by phone), and the emails, texts and calls we send or take.
In this policy, "Aquatell", "we", "us" and "our" mean Aquatell Inc. and the businesses it operates as Aquatell U.S. and Aquatell Canada.
What we collect
When you shop and order. Your name, email address, phone number, shipping and billing address, what you order, and your order and delivery history. When you pay, you enter your card on Stripe's secure checkout page, not ours: we receive a confirmation that you paid and the amount, but we never see or store your full card number.
When you create an account. Your name, email address and, if you add one, your phone number. Your password is stored only in a scrambled (hashed) form that we can't read. If you verify your phone, we text you a one-time code.
Your water and equipment. If you tell us about your water (your city or whether you're on a well, the number of people in your home, hardness and other test results, what you've noticed about your water) or the systems you own, we keep it in your account so we can size equipment for you and remind you when a filter, lamp or other part is due.
When you talk to Aqua. The messages you send, the answers Aqua gives, and any photos or documents you upload (for example a water test report or a photo of your system). If you text or call Aqua, we also receive your phone number, and we keep a written record (transcript) of the call or texts.
When you contact us. What you send through our contact, specialist, commercial and support forms, by email or by phone: your name, how to reach you and your message.
Automatically. Your IP address, browser type and the pages you request, which our servers record to keep the site working and secure (for example to stop abuse and limit repeated sign-in attempts), and the cookies described below.
We don't knowingly collect information from children under 13 (or under the age of majority without a parent's consent), and our stores aren't directed at them.
Why we use it
- To take, ship and support your orders, including payment, delivery, returns and warranty claims.
- To answer your questions, by Aqua or by our water specialists, and to recommend and size equipment for your water.
- To run your account: your orders, your water profile, your equipment and maintenance reminders.
- To send the messages you've asked for or that relate to your order: order confirmations, shipping updates, sign-in links, password resets and reminders when a part is due. You can turn reminders off in your account.
- To keep the site, our customers and our business safe: preventing fraud and abuse, and securing accounts.
- To improve our products, our advice and Aqua's answers.
- To meet our legal obligations, such as tax and accounting records.
We don't sell your personal information, and we don't share it with others for their own advertising.
Aqua, our AI water specialist
Aqua is an artificial intelligence assistant. When you chat with Aqua, your messages and uploads are sent to Google's Gemini service to produce Aqua's answers. Aqua can look up our product catalogue, our articles and our water research, and, when you're signed in, your own orders, water profile and equipment.
If you're signed in, Aqua remembers your past conversations with us so it doesn't have to ask the same questions twice. Conversations you have before signing in become part of your account's history once you sign in on that browser. Our staff can read conversations with Aqua to help you and to check the quality of its answers.
Aqua can make mistakes. It isn't a substitute for a professional water test or for advice from a qualified professional about health. Please don't share payment card numbers or health information with Aqua.
Who processes it for us
We use service providers to run our stores. They process personal information only on our instructions and to provide their service to us:
- Stripe: payments. Stripe handles your card details under its own privacy policy.
- Google (Gemini): the AI service behind Aqua's answers.
- Twilio: text messages and phone calls, including sign-in codes and conversations with Aqua by text or phone.
- Resend: the emails we send you.
- Our hosting provider: the servers, databases and file storage that run our website and keep your information.
- Shipping carriers: your name, address and phone number, to deliver your order.
We may also disclose information if the law requires it, to protect our rights or the safety of others, or as part of a sale or reorganization of our business, in which case this policy continues to apply to it.
Some of these providers store or process information outside your province, state or country, including in the United States. When that happens your information may be subject to the laws of that country, and accessible to its authorities as those laws allow.
Cookies and similar technologies
We use a small number of cookies, all our own, to make the site work. We don't use advertising or third-party tracking cookies, and we don't use analytics services.
| Cookie | What it does | How long it lasts |
|---|---|---|
market | Remembers whether you're shopping in the US or Canadian store | One year |
hb_visitor | A random identifier so your conversation with Aqua and your cart carry over between pages before you sign in | 90 days |
hb_customer | Keeps you signed in to your account | Up to 30 days, or until you sign out |
hb_session | Keeps our staff signed in to our admin | Until the browser closes, or up to 30 days if they choose to stay signed in |
Your browser also keeps a few things on your own device that never leave it unless you send them: whether your cart has items in it, the conversation in your open chat window (cleared when you close the tab or sign out), and which notices you've dismissed.
You can block or delete cookies in your browser's settings, but the cart, chat and sign-in won't work without them.
How long we keep it
- Orders and their records: as long as tax and accounting law requires, typically seven years.
- Your account, water profile and equipment: until you ask us to close your account.
- Conversations with Aqua on the website and by text: for as long as you have an account with us, so Aqua can remember them; ask us and we'll delete them.
- Transcripts of phone calls with Aqua: one year, after which they're deleted automatically.
- Sign-in sessions and sign-in links: until they expire, after which they're deleted automatically.
- Messages you send through our forms: as long as we need them to help you and keep a record of our conversation.
Your choices and rights
You can see and update much of your information yourself in your account: your contact details, your water profile, your equipment and your reminders.
You can also ask us to:
- tell you what personal information we hold about you and give you a copy,
- correct information that's wrong,
- delete your information or close your account (we keep what the law requires us to, such as order records),
- stop sending you reminders or other messages.
In Canada, you have these rights under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial law, and you can withdraw your consent to our use of your information, subject to legal and contractual limits. If you're not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada.
In the United States, depending on the state you live in, you may have rights to know, access, correct and delete your personal information, and to opt out of its sale or its use for targeted advertising. We don't sell personal information or use it for targeted advertising. We won't treat you differently for using your rights. If you make a request through an authorized agent, we may ask for proof that they act for you.
To make a request, email us at contact@aquatell.com or write to us at one of the addresses below. We'll need to confirm it's you, usually by asking you to reply from the email address or phone number on your account, and we'll answer within the time the law allows (typically 30 days in Canada and 45 days in the United States).
How we protect it
We use reasonable technical and organizational safeguards: connections to our site are encrypted, passwords are hashed, access to customer information is limited to the staff who need it, and changes are recorded. No system is perfectly secure, so we can't guarantee that information will never be accessed without permission. If a breach of your information creates a real risk of harm, we'll tell you and the authorities as the law requires.
Changes to this policy
We may update this policy as our stores and services change. We'll post the new version here with its date, and if a change is significant we'll tell you by email or on the site before it takes effect.
Contact us
For any question or request about your personal information, contact our privacy officer:
- Email: contact@aquatell.com
- Phone: 1-866-966-9951
- Aquatell U.S.: 4281 Express Lane, Sarasota, Florida 34249, United States
- Aquatell Canada: 3392 Wonderland Rd S., Building 3, Unit 307, London, Ontario N6L 1A8, Canada