Privacy Policy

This Privacy Policy applies to personal information under VialTests' control in connection with the Services.

Depending on the circumstances, our handling of personal information may be subject to Canada's Personal Information Protection and Electronic Documents Act (“PIPEDA”) and other applicable privacy legislation.

This Policy does not apply to information handled independently by third parties under their own privacy policies where VialTests does not determine the purposes and means of that processing.

VialTests is responsible for personal information under its control.

We maintain policies, procedures, and safeguards designed to protect personal information and to support compliance with applicable privacy requirements.

Questions, access or correction requests, and privacy complaints may be directed to VialTests Privacy at hello@vialtests.com (Website: VialTests.com). Please include “Privacy” in the subject line where practical.

The information we collect depends on how you interact with VialTests.

We may collect information such as:

• name;
• email address;
• telephone number;
• billing or mailing information where required;
• information you provide when contacting customer support.

We may collect:

• VialTests order number;
• testing service selected;
• order date;
• amount and currency;
• payment status;
• transaction-related identifiers;
• refund or dispute information;
• order and fulfillment history.

Payment card information may be collected and processed directly by our payment service providers. VialTests does not need to store complete payment-card credentials merely to provide the Services.

To provide testing services, we may process information associated with a submitted sample, including:

• order/sample identifiers;
• requested analysis;
• submission information;
• shipment and receipt status;
• testing workflow information;
• Certificate of Analysis or other testing results;
• communications relating to the sample or results.

Customers should not include unnecessary personal, medical, or other sensitive information with a sample.

Where a customer provides shipment tracking information, we may collect:

• carrier;
• tracking number;
• shipment status;
• delivery events;
• information reasonably necessary to monitor delivery and confirm receipt.

Carrier-reported delivery and VialTests-confirmed sample receipt are separate events.

If you communicate with us, we may retain:

• emails;
• support inquiries;
• feedback;
• refund requests;
• other correspondence;
• information reasonably necessary to respond to the communication.

When you use our website, certain technical information may be generated automatically, including, depending on the technologies actually deployed:

• IP address;
• browser and device information;
• operating system;
• referring page or website;
• pages requested;
• timestamps;
• technical logs;
• security and diagnostic information.

We do not represent that every category above is collected during every visit.

We may collect, use, or disclose personal information for purposes including:

• creating and processing orders;
• providing requested testing services;
• associating submitted samples with the correct order;
• communicating submission instructions;
• monitoring shipment information provided by customers;
• confirming sample receipt;
• administering testing workflows;
• preparing, securing, and delivering testing results;
• providing customer service;
• responding to questions and complaints;
• processing eligible refunds;
• processing and reconciling payments;
• preventing fraud, misuse, security incidents, and unauthorized access;
• maintaining and improving the reliability and security of the Services;
• complying with legal, regulatory, tax, accounting, contractual, or dispute-resolution requirements;
• establishing, exercising, or defending legal rights;
• maintaining appropriate business and audit records;
• other purposes identified to you at or before collection or otherwise permitted by law.

We seek to limit collection to information reasonably necessary for legitimate identified purposes.

Where consent is required, VialTests seeks consent appropriate to the circumstances and sensitivity of the information.

By voluntarily providing information and requesting Services, you consent to the collection, use, and disclosure of information reasonably necessary to provide those Services, subject to applicable law.

Where information is proposed to be used for a materially different purpose, we will obtain additional consent where required.

You may withdraw consent to certain uses of personal information, subject to legal or contractual restrictions and reasonable notice. Withdrawal may affect our ability to provide Services where the information is necessary to fulfill an order or legal obligation.

VialTests may use third-party payment processors to securely process payments.

Payment providers may collect payment credentials and other transaction information directly under their own privacy practices and legal obligations.

VialTests may receive information such as:

• payment confirmation;
• transaction identifier;
• payment status;
• amount;
• currency;
• limited payment-method information;
• information necessary for refunds, fraud prevention, accounting, and dispute handling.

We do not intentionally publish payment information or testing information.

VialTests may engage carefully selected service providers that perform functions on our behalf or assist in delivering the Services.

Depending on the services actually used, these may include providers supporting:

• payment processing;
• hosting and infrastructure;
• database or secure storage;
• email delivery;
• customer communications;
• testing and analytical services;
• shipping or tracking integrations;
• security and fraud prevention;
• professional services;
• analytics, if and when deployed.

We seek to provide service providers only the information reasonably necessary for their functions and expect personal information under our control to be handled with appropriate safeguards.

Some providers may process information in jurisdictions outside your province or outside Canada. As a result, information may be subject to lawful access by courts, law-enforcement agencies, regulators, or governmental authorities in those jurisdictions.

VialTests may use qualified third-party service providers to perform or support aspects of testing and analysis.

Information necessary to perform requested testing may be provided to such providers.

We seek to minimize unnecessary personal information associated with samples and testing workflows.

VialTests does not publicly disclose private operational information, testing destinations, or service-provider information where disclosure is not required or appropriate.

VialTests may use cookies or similar technologies that are necessary for website functionality, security, session management, fraud prevention, preferences, or other legitimate operational purposes. In current production, this includes cookies used to support authorized guest order access and optional customer portal sessions.

As of the Last Updated date, VialTests does not deploy Google Analytics, advertising pixels, behavioural advertising trackers, or another third-party analytics measurement product on the public site.

Additional analytics or measurement technologies may be introduced from time to time. Where required, this Privacy Policy and applicable consent mechanisms will be updated to reflect material changes.

VialTests may use privacy-conscious analytics or measurement technologies to understand website performance, search discovery, aggregate usage, and service reliability.

Analytics is not presently installed on the production Services. This section does not authorize fictional current collection.

If analytics is introduced, VialTests should configure it in accordance with applicable privacy requirements and the platform's internal privacy boundaries.

Analytics systems must not intentionally receive:

• guest access tokens;
• private access URLs;
• complete payment credentials;
• private Certificates of Analysis;
• Submission Sheet content;
• unnecessary sample information;
• private shipping-destination information;
• other sensitive information not reasonably necessary for measurement.

We may send transactional or service communications relating to:

• order confirmation;
• payment;
• submission instructions;
• shipment or receipt status;
• testing status;
• results availability;
• customer support;
• security;
• refund requests;
• material service or policy notices.

Transactional communications necessary to provide an order are different from optional promotional communications.

Where VialTests sends commercial electronic messages subject to consent or unsubscribe requirements, we will seek to comply with applicable law.

We may disclose personal information:

• to service providers assisting us in providing the Services;
• to payment providers;
• to testing or analytical service providers as reasonably necessary;
• to professional advisers such as legal, accounting, insurance, security, or compliance advisers;
• in connection with a legitimate corporate transaction, subject to appropriate protections;
• where required by applicable law, legal process, court order, regulatory requirement, or lawful governmental request;
• where reasonably necessary to investigate fraud, security incidents, misuse, or threats;
• to establish, exercise, or defend legal rights;
• with your consent;
• as otherwise permitted or required by law.

We do not sell personal information to third parties for money.

We do not disclose customer testing information publicly merely because a customer uses VialTests.

VialTests uses administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, use, disclosure, alteration, loss, or destruction.

Safeguards are selected having regard to factors such as the sensitivity, amount, format, and location of information.

No Internet transmission, electronic system, or storage system can be guaranteed to be completely secure. Accordingly, while we take security seriously, we cannot promise absolute security.

Customers are responsible for protecting any private access link, token, email account, device, or other credential through which they access VialTests information.

If you believe information associated with your order has been accessed without authorization, contact us promptly.

Customers should provide only information reasonably necessary to use the Services.

Do not place unnecessary personal, health, medical, financial, or other sensitive information:

• on sample containers;
• in shipment packaging;
• in sample descriptions;
• in free-text communications;
• on submission materials,

unless specifically requested and reasonably necessary.

VialTests retains personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

• providing Services;
• maintaining appropriate business records;
• customer support;
• security;
• fraud prevention;
• dispute resolution;
• accounting and tax requirements;
• enforcing agreements;
• complying with applicable legal obligations.

Different categories of information may have different retention periods.

When information is no longer reasonably required, we may delete, destroy, anonymize, or otherwise dispose of it using measures appropriate to its sensitivity, subject to legal and operational requirements.

Subject to applicable law and permitted exceptions, you may request access to personal information VialTests holds about you and request correction of inaccurate or incomplete information.

We may need to verify your identity before responding.

Certain information may be withheld where permitted or required by law, including information that would reveal another person's personal information, confidential commercial information, privileged information, or information subject to another lawful restriction.

Requests may be sent to hello@vialtests.com with “Privacy Request” in the subject line.

If you have a question or concern about VialTests' privacy practices, contact VialTests Privacy at hello@vialtests.com.

We will review privacy concerns and seek to respond appropriately.

Nothing in this Policy limits any right you may have to contact an applicable privacy regulator.

The Services are intended for persons who have reached the age required to enter into the applicable transaction and use the Services lawfully.

VialTests does not knowingly solicit personal information from children for independent use of the Services.

If we learn that personal information was collected in circumstances requiring parental or guardian consent that was not properly obtained, we may take appropriate steps to delete or otherwise address the information.

Our website may contain links to third-party websites or services.

VialTests is not responsible for the privacy practices, security, availability, or content of third parties operating independently from us.

Review their privacy policies before providing information directly to them.

If VialTests or relevant business assets are involved in a merger, acquisition, financing, reorganization, sale, or similar transaction, information may be disclosed or transferred where permitted by law and subject to appropriate confidentiality and privacy protections.

We may preserve, use, or disclose information where reasonably necessary and legally permitted to:

• comply with applicable law;
• respond to lawful process;
• protect VialTests, customers, service providers, or others;
• investigate fraud or misuse;
• address security incidents;
• enforce agreements;
• establish or defend legal claims.

We may update this Privacy Policy as our Services, technologies, providers, or legal obligations evolve.

The “Last Updated” date indicates when the Policy was most recently revised.

Where a change materially affects how personal information is collected, used, or disclosed, we will take additional steps where required by applicable law, which may include providing notice or seeking consent.

Questions about this Privacy Policy or VialTests' handling of personal information may be directed to VialTests Privacy at hello@vialtests.com (Website: VialTests.com).