Privacy Policy

Last Updated: July 14, 2026 
 
1. About This Policy  
This Canadian Privacy Policy (“Privacy Policy”) explains how Navien Canada, Inc. (“Navien Canada,” “Navien,” “we,” “us,” or “our”) collects, uses, discloses, stores, transfers, protects, and otherwise processes Personal Information when you visit or use our Canadian websites, webpages, mobile applications, online forms, digital tools, product registration portals, warranty or service tools, rebate tools, locator tools, marketing communications, and other digital properties that link to this Privacy Policy (collectively, the “Services”).  
 
This Privacy Policy is intended to comply with applicable Canadian private-sector privacy laws, including the Personal Information Protection and Electronic Documents Act (“PIPEDA”), applicable provincial private-sector privacy laws, and, where applicable, Quebec’s Act respecting the protection of personal information in the private sector, as amended by Law 25.  
 
This Privacy Policy does not apply to information that is not Personal Information, such as anonymized, aggregated, or de-identified information that cannot reasonably identify an individual, or to business contact information where such information is excluded from applicable privacy law.  

2. Key Terms  
“Personal Information” means information about an identifiable individual, including information that identifies, relates to, describes, or could reasonably be associated with an individual. Examples may include contact information, online identifiers, device information, location information, account or registration information, photographs, signatures, product or warranty records, and other information that can identify an individual directly or indirectly.  
 
“Sensitive Personal Information” means Personal Information that, due to its nature or the context of processing, may require a higher level of protection, such as precise location information, payment-related information, government-issued identification information, information about minors, or other information treated as sensitive under applicable law.  

3. Personal Information We Collect
Depending on how you interact with us, we may collect the following categories of Personal Information:

The examples above are illustrative and may not reflect every type of Personal Information we collect in a particular context. Whether a category is collected depends on your interaction with us and the applicable product, service, form, feature, or digital property.  

4. How We Collect Personal Information  
We collect Personal Information in the following ways: 

• Directly from you, such as when you complete forms, contact us, register products, submit warranty or service requests, upload installation images, sign up for marketing communications, use rebate or locator tools, or otherwise communicate with us. 
• Automatically from your browser, device, or use of the Services, including through cookies, pixels, tags, SDKs, local storage, analytics tools, session telemetry, advertising technologies, server logs, and similar technologies. 
• From mobile applications, including app usage information, app-specific settings, push notification device tokens, network/IP logs, user-entered postal codes or ZIP codes, diagnostic or account history, and photographs or files uploaded through the app. 
• From service providers and business partners that help us operate our websites, apps, forms, warranty systems, customer service systems, CRM systems, marketing systems, analytics tools, advertising tools, rebate tools, locator tools, and other business platforms. 
• From advertising, analytics, email marketing, and social media platforms, where permitted by law and subject to your consent and privacy choices where required. 

Where required by applicable law, we will obtain consent before collecting, using, or disclosing Personal Information, including before using non-essential cookies, pixels, tags, SDKs, local storage, advertising technologies, or similar tools. Your consent may be express or implied depending on the sensitivity of the information, the context, and applicable law. You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. 

5. Cookies, Analytics, Telemetry, and Advertising Technologies  
We and our service providers may use cookies, pixels, tags, SDKs, local storage, analytics tools, session telemetry, advertising technologies, and similar technologies to operate the Services, remember preferences, understand how visitors use the Services, measure advertising performance, personalize content, and deliver or measure advertising on Navien and third-party websites or platforms.  
 
These technologies may collect or process information such as IP routing information, browser parameters, device identifiers, operating system information, pages viewed, links clicked, referring URLs, session lengths, click paths, video engagement, search or navigation activity, form interactions, product-interest signals, and other information about your interactions with the Services.  
 
Where required by law, including for users in Quebec, we will obtain your consent before using non-essential cookies, analytics tools, advertising cookies, pixels, or similar tracking technologies. You may manage cookie preferences through our cookie banner, CookieYes preference tool, or similar privacy preference tools. CookieYes may dynamically maintain localized cookie audit tables and consent records for the Services. 

6. How We Use Personal Information  
We use Personal Information for the following purposes: 

• To respond to inquiries, requests, and communications. 
• To provide, operate, maintain, secure, personalize, and improve our products, websites, mobile applications, digital tools, and services. 
• To process product registrations, administer warranties, validate installation information, maintain service and repair histories, support diagnostics, and conduct quality assurance. 
• To provide location-based features, including localized rebate information, utility credits, incentives, installers, service providers, distributors, sales representatives, and locator maps. 
• To send service, transactional, warranty, safety, recall, administrative, or other non-marketing communications. 
• To send marketing communications, newsletters, digital flyers, product updates, promotional communications, event information, or other commercial electronic messages where permitted by law or with consent where required. 
• To analyze trends, measure engagement, evaluate advertising performance, create audience segments, perform campaign measurement, conduct market research, and understand customer interests.
• To provide targeted or interest-based advertising, audience matching, campaign optimization, advertising attribution, and similar marketing activities, subject to applicable consent and opt-out rights.
• To prevent fraud, protect the security and integrity of our systems, debug problems, enforce our terms, and protect our rights, property, employees, customers, users, and the public.
• To comply with legal, regulatory, tax, accounting, warranty, product safety, and recordkeeping obligations, respond to lawful requests, and establish, exercise, or defend legal claims. 
• To evaluate or conduct a merger, acquisition, financing, restructuring, bankruptcy, sale of assets, or similar business transaction. 

7. Third-Party Service Providers and Disclosure of Personal Information  
We may disclose Personal Information to service providers, affiliates, contractors, vendors, and other third parties that help us operate our business, administer the Services, process forms and registrations, provide customer service, manage warranties and service records, host or store information, provide CRM and marketing services, send communications, obtain reviews or testimonials, provide analytics, measure advertising performance, and support advertising or remarketing activities where permitted by law and subject to your consent and privacy choices where required.  
 
These parties may include cloud-based form, database, CRM, email marketing, customer support, workflow-management, hosting, storage, analytics, advertising technology, consent-management, push-notification, rebate, locator, security, fraud-prevention, and similar business service providers. We may also disclose Personal Information to installers, contractors, distributors, sales representatives, service providers, or other business partners as needed to respond to your requests or provide requested services.  
 
We may disclose Personal Information where required or permitted by law, including in response to subpoenas, court orders, regulatory requests, legal proceedings, law enforcement requests, or other legal obligations. We may also disclose Personal Information when we believe disclosure is necessary to protect Navien, our employees, customers, users, business partners, rights, property, safety, or the public. 

8. Mobile Application Disclosures  
If you use a Navien mobile application, we may collect mobile device identifiers, app usage information, app-specific notification parameters, push notification device tokens, network/IP logs, user-entered postal codes or ZIP codes, app settings, warranty or diagnostic history, and photographs or files uploaded through the app.  
 
We may use OneSignal or similar SDK providers to manage push notifications, system alerts, device tokens, notification preferences, and related notification parameters. You may manage app push notifications through your device settings and, where available, through in-app settings.  
 
We may use EcoRebates or similar third-party database, API, or widget providers to process postal codes, ZIP codes, product selections, and related information to provide localized utility credits, rebates, incentives, and locator maps. Where the application captures location information through manual user entry rather than continuous background GPS mapping, native device location permissions may not be triggered; however, your entered location information may still be processed to provide the requested feature.  
 
If contractors or users upload images through an app camera function for warranty, service, registration, diagnostic, or quality-assurance purposes, those image files may contain embedded metadata, including date, time, device, or location metadata, depending on the user’s device settings. We use uploaded images and related metadata for the purposes described in this Privacy Policy.  
 
Where available, you may permanently delete your app account profile and linked diagnostic history through the native app settings menu. You may also contact us using the contact information below to request deletion or assistance with account deletion, subject to legal, warranty, product safety, fraud prevention, and recordkeeping exceptions. 

9. Email Marketing and Commercial Electronic Messages  
We may use your contact information, communication preferences, professional segment, account information, product interest, and email engagement information to send newsletters, digital flyers, product updates, event notices, promotional communications, and other commercial electronic messages where permitted by law or with consent where required.  
 
We may use third-party email marketing and automation providers, including ActiveCampaign or similar platforms, to manage distribution lists, send communications, measure delivery, and track engagement such as opens, clicks, bounce rates, unsubscribe activity, and other email campaign telemetry. These providers process Personal Information on our behalf for email delivery, campaign management, suppression list management, consent management, and analytics.  
 
Marketing emails will include an unsubscribe mechanism and Navien’s physical mailing address where required by applicable law, including Canada’s Anti-Spam Legislation (“CASL”). Consent to receive marketing communications is separate from transactional, warranty, safety, recall, service, legal, or administrative communications. You may unsubscribe from marketing communications using the unsubscribe link in the message or by contacting us.  

10. Quebec Privacy Rights and Law 25 Disclosures  
If you are located in Quebec, you may have additional rights under Quebec privacy law, including the right to access Personal Information, request correction, withdraw consent, request deletion where applicable, request information about our use and disclosure of Personal Information, and, where applicable, request portability of computerized Personal Information collected from you in a structured, commonly used technological format.  
 
We will provide additional information about our use of automated processing, profiling, localization, identification, or tracking technologies where required by Quebec law. We will use privacy by default settings where required for products or services offered to the public that include privacy settings, and we will obtain consent where required before using technologies that identify, locate, or profile an individual.  
 
Navien Canada has designated a person responsible for the protection of Personal Information. You may contact us using the contact information below for questions about this Privacy Policy, privacy rights, requests, complaints, or the handling of Personal Information. 

11. Cross-Border Transfers and Data Localization  
Personal Information may be stored, processed, or accessed in Canada, the United States, Korea, or other jurisdictions where Navien, its affiliates, or service providers operate. The privacy laws of those jurisdictions may differ from the laws of your province or territory, and Personal Information may be subject to lawful access requests from courts, law enforcement, regulators, or government authorities in those jurisdictions.  
 
Where required by Quebec law, we will assess transfers of Personal Information outside Quebec and use contractual, technical, organizational, and other safeguards designed to provide adequate protection for the information. These safeguards may include written agreements with service providers, restrictions on use and disclosure, confidentiality commitments, security controls, and retention or deletion obligations.  
 
We do not represent that all Canadian or Quebec Personal Information is stored exclusively in Canada or Quebec. Specific storage locations may vary depending on the applicable system, affiliate, service provider, business function, and technical architecture. 

12. Retention of Personal Information  
We retain Personal Information only for as long as reasonably necessary to fulfill the purposes described in this Privacy Policy, comply with legal and regulatory obligations, resolve disputes, enforce agreements, prevent fraud, administer warranties, maintain service records, support product safety or recall obligations, and establish, exercise, or defend legal claims. 

When Personal Information is no longer required, we will securely delete it, anonymize it, de-identify it, or otherwise handle it in accordance with applicable law and our retention practices. 

13. Your Privacy Rights and Choices  
Subject to applicable law and exceptions, you may have the right to request access to Personal Information we hold about you, to request correction of inaccurate or incomplete Personal Information, to withdraw consent, to request deletion or de-indexing where applicable, to request information about our use or disclosure of Personal Information, to request portability where applicable, and to submit a privacy complaint.  
 
To exercise your rights, please contact us using the contact information below. We may verify your identity before responding to a request. We will respond within the time required by applicable law, subject to extensions permitted by law. If we deny a request, we will explain the reason where required and provide information about available recourse.  
 
If you withdraw consent, we may no longer be able to provide certain products, services, features, communications, or support. Withdrawal of consent does not affect processing already completed before withdrawal, and we may continue to process Personal Information where permitted or required by law.  

14. Security Safeguards  
We maintain administrative, technical, and physical safeguards designed to protect Personal Information against unauthorized access, collection, use, disclosure, copying, modification, disposal, loss, or theft. Safeguards are designed to be appropriate to the sensitivity of the information and may include access controls, confidentiality obligations, technical security measures, vendor controls, and retention or deletion practices.
No method of transmission or storage is completely secure. We cannot guarantee absolute security, but we take reasonable steps designed to protect Personal Information in our custody or under our control.
 
15. Children and Minors  
Our Services are not intended for children under the age of 18. We do not knowingly collect Personal Information from children under 18 without appropriate consent where required by law. If you believe a child has provided Personal Information to us, please contact us and we will take appropriate steps in accordance with applicable law.

16. Third-Party Links and Features  
The Services may contain links to third-party websites, platforms, applications, tools, forms, or services. Your use of third-party sites and services is governed by the privacy policies and terms of those third parties, not this Privacy Policy. We encourage you to review the privacy policies of those third parties before providing information to them.

17. Changes to This Privacy Policy  
We may update this Privacy Policy from time to time. When we make material changes, we will provide notice as required by applicable law, which may include posting the updated Privacy Policy, updating the effective date, sending a notice where appropriate, or providing another legally required notice. Your continued use of the Services after an updated Privacy Policy becomes effective means that you acknowledge the updated Privacy Policy, subject to applicable law. 

18. Contact Us
Navien Canada, Inc.
555 Hanlan Rd., Unit 7
Vaughan, ON L4L 4R8
Telephone: (800) 519-8794
Fax: (289) 764-4040
Website: https://www.navieninc.ca/contact
Privacy Contact/Person Responsible for the Protection of Personal Information: contactus@navien.com; Navien, Inc., 20 Goodyear, Irvine, CA 92618

Cookie and Similar Technology List  
The following cookie and similar technology list should be populated and maintained through CookieYes or another current production-site scan. Cookie categories, descriptions, providers, and durations should reflect the technologies actually deployed on Navien Canada digital properties and should be updated as technologies change.