Privacy Policy

Last update: [September 22, 2023]

In the scope of our activities and mission, Le Massif de Charlevoix (i) ("we", "us", "our"), collects and uses personal information, notably that of our customers and visitors to our websites. We recognize the importance of respecting your privacy and protecting the personal information we retain.

We are fully committed to protecting the privacy of our customers, visitors, and guests. Our privacy policy encompasses all personal information we collect, whether online, in person, through our call center, or via other channels.

The objective of this policy is to help you understand our practices concerning the collection, use, disclosure, retention, and destruction (hereinafter referred to as "processing") of personal information that Le Massif de Charlevoix collects and retains about you, as well as the choices you have regarding this information.

For the purposes of this policy, "personal information" denotes any information concerning a natural person that allows that person to be identified directly, either through the use of this information alone or indirectly through combination with other information.


1. Consent

The processing of your personal information is subject to your consent, unless otherwise permitted by law. Le Massif de Charlevoix processes your personal information solely for the purposes for which it was collected. We use this information for the purpose of offering and improving the quality of our customer services. By providing us with your personal information, you consent to its processing in accordance with this policy.

If you choose to refuse or withdraw your consent to the collection, use, or sharing of your personal information, we will provide you with relevant information to explain the implications of such withdrawal. However, please note that if you refuse the processing of certain essential personal information (such as your contact details), we may not be able to provide you with certain products or services that you wish to obtain from us, and we will inform you of this where appropriate. When you provide us with another person's personal information, you affirm that you have obtained all necessary consents from that person to authorize us to collect, use and disclose that personal information for the purposes set out in the Policy.

2. Managing your preferences

You can modify your preferences with regard to the emails we send you, as well as our newsletters and surveys, at any time. Please note that there may be a delay before your subscription preferences are updated.

You may also contact us to update your personal information or to modify or delete certain data we have collected. You can do so by calling our Customer Relations Center or by emailing us at


3. Collection and use of personal information

We collect personal information from our customers in connection with the activities we offer at Le Massif de Charlevoix, which include downhill skiing, luge, mountain biking, shows, ski lifts, equipment rentals, snow school, and more, as well as in connection with our real estate and restaurant activities on Le Massif de Charlevoix territory. For these purposes, we may collect the following personal information when you purchase a product or service, make a reservation, or register for a program:

●    Your name and contact information to identify and communicate with you;
●    Your payment card information to process transactions;
●    Your age or date of birth;
●    Your gender to verify your identity;
●    Certain video recordings of your use of our equipment and services;
●    Your status as a parent or guardian of a minor where applicable;
●    Your geographical location, such as for the purpose of locating participants in a ski lesson or other activities for which customers have agreed to use mountain tracking technology;
●    The history of your purchases and reservations of our products and services;
●    Certain information relating to medical conditions, such as allergies or other information required in connection with certain services or activities offered by Le Massif de Charlevoix.

Depending on your marketing preferences, we may use your personal information to send you offers, invitations, and promotions regarding our activities, products, services, and programs that may be of interest to you.

In some areas, we may use video surveillance to ensure the safety of our guests, staff, and facilities. Video recordings are kept for a reasonable period of time for this purpose. Live cameras may also be used in external public areas on Le Massif de Charlevoix territory, such as ski lifts.

When you make a request, participate in a survey, or provide feedback, we may use your personal information, including your name, contact details, comments, and questions. We may also collect information about your experience with our products or services through customer satisfaction surveys. These surveys may contain optional questions about your income, age, or gender, which allows us to better understand our customers' profiles and improve our operations, products, services, and programs. Le Massif de Charlevoix uses this information to answer your questions and improve its operations and customer service.

We may collect your name, contact details, and age when you participate in promotions such as contests. Occasionally, we may consult you to better understand your preferences or to solicit your opinions about our activities, products, and services. We use this information to manage and improve the promotion of our services and to provide you with marketing offers that match your preferences.

We may also collect your personal information during telephone calls, whether initiated by you or by us.

It is important to note that we do not collect personal information from minor children (under the age of 14) without the permission of a parent or legal guardian. Our website is not intended for users under the age of 14 who are not supervised by a parent or legal guardian.

4. Disclosure of your personal information

With the exception of the information described below, we will not share or sell your personal information with third parties.

We will only disclose your personal information to the following third parties in the circumstances specified hereunder:

●    to our service providers who help us fulfill the purposes for which your personal information was collected, including server hosting providers who help us store your personal information;
●    to service providers who assist us in conducting demographic studies of visitors to our websites;
●    In order to comply with our obligations under any law or regulation, investigation by a government authority, subpoena or order of a court, or other administrative or governmental authority;
●    to a law enforcement or government agency in connection with an investigation of actual or potential fraud; a violation of a law, regulation, or the terms of use of the websites; or for the protection of the rights, property, or safety of Le Massif de Charlevoix, our customers/users, or our partners;
●    to an acquiring entity in connection with the consummation or proposal of a business transaction (including liquidation, realization, seizure, or repossession), concession, merger, business combination, or any other type of acquisition, liquidation, transfer, translative contract, or financing, in whole or in part, or of any property, stock, asset, share, or business.

We require all third parties to respect the security of your personal information and to treat it in accordance with the law. We do not authorize our third-party service providers to use your personal information for their own purposes, and we only authorize them to process your personal information for specific purposes and in accordance with our instructions.

When you provide us with personal information, you acknowledge and agree that your personal information may be transferred to other jurisdictions for processing and storage, including to servers that may be located throughout Canada and the United States. Where required by applicable law, we conduct Privacy Impact Assessments to evaluate the risk associated with the transfer of personal information outside your province of residence. Please note that privacy laws in other provinces may differ from those applicable in your province.

5. Retention and destruction of personal information

Personal information stored by Le Massif de Charlevoix is kept on secure servers.

We keep your personal information secure for as long as we need it to conduct our business, manage our operations, and provide you with our products and services. Your consent remains valid for a period required to enable us to comply with legislative or regulatory requirements and to produce certain relevant information in the event of a claim or dispute in which we are involved.

Once the useful life of personal information has expired, we ensure that it is destroyed or anonymized where permitted by law. This destruction or anonymization is performed securely, in accordance with industry best practices.

6. Personal information collected through cookies or other tracking technologies

We automatically collect certain personal information when you access our website. This information includes your IP address, the type of device you are using, the operating system you are using to access our website, and other technical data. This data enables us to manage our systems and improve the user experience.

To personalize your experience on our website, we use "cookies" that tailor content to your browsing habits. These cookies include information about your connection and browsing history, the items you click on, and your personal preferences. They also allow us to identify your account when you access our websites, ensuring the security of your personal data by exposing it only when you are authenticated. If you select the "remember me" option or save your preferences on the website, this information is recorded using tracking devices. See our Cookie Usage Policy. (Coming soon)

We also work with advertising networks such as Google Ads and Facebook Ads, which use files and similar technologies to track your use of our websites and other sites. This enables them to show you advertisements for products and services that may be of interest to you, even on other sites. Sometimes these technologies use special files or other methods to track your behavior when you visit our sites or open our emails. Privacy policies for these advertisements are managed by the advertising networks, so please contact them directly if you would like to unsubscribe.

We may also use services such as Google, Adobe Analytics, and Facebook, which also use cookies and similar technologies to provide us with information about your interaction with our online content. This includes the page you have visited, the length of your visit to our site, and the site you visited before ours.

Finally, you may encounter social modules such as Facebook, Instagram, Pinterest, and Tik Tok on our pages. When you visit a page on our site containing a social module, your browser sends information to this module, telling it that you have visited our site. To find out more about the use of social modules by third parties and their privacy implications, please consult the privacy policy of the third party concerned.

Please note that our sites may contain links to third-party sites. By clicking on these links, you leave our site, and our policy does not apply to third-party sites or to the information you share with them.

7. Rights of the persons concerned

Subject to certain exceptions as permitted by law, you have the following rights with respect to your personal information held by us:

a) Your right of access
You have the right to access your personal information in our possession and to receive a general account of our use of that personal information. Upon receipt of a written request from you, we will provide you with a copy of your personal information, although in certain limited circumstances we may not be able to make all relevant personal information available to you, such as when the personal information also relates to another individual. In such circumstances, we will, upon request, provide you with the reasons for such refusal. We will strive to process all requests for access to personal information in a timely manner.

b) Your right to rectification
If your personal information in our possession is inaccurate or incomplete, you have the right to have it rectified. Where appropriate, this rectified personal information will be provided to the parties to whom we are authorized to disclose your personal information. We will strive to process all requests for rectification of personal information in a timely manner.

c) Your right to erasure
You may ask us to delete or withdraw your personal information in certain circumstances, such as when we no longer need your information to fulfill the purposes for which it was collected, or if you withdraw your consent (where applicable as your consent forms the legal basis for our processing of your personal information). If you have a right to erasure of your personal information and we have disclosed it to third parties, we will take reasonable steps to inform them where possible and where this would not require a disproportionate effort. If you so request, where possible and lawful, we will also inform you of the identity of third parties with whom we have shared your personal information so that you can contact them directly.

In certain circumstances, you may have the right to obtain the personal information you have provided to us (in a structured, commonly used, and computer-readable format) and to re-use it elsewhere, or to ask us to transfer it to a third party of your choice.

d) Your right to withdraw your consent
If we rely on your implied or express consent as the legal basis for processing your personal information, you have the right to withdraw it at any time. However, such withdrawal will not affect the lawfulness of any processing carried out before the withdrawal o your consent. If you withdraw your consent, we may not be able to provide you with certain products or services. We will inform you of any such situation at the time of withdrawal of your consent.

Any request to exercise these rights will be handled in accordance with the terms of the applicable privacy legislation.

8. Modifications

Le Massif de Charlevoix reserves the right to modify this policy at any time without advance notice. You may consult it at any time on our websites.

We will notify you of any material changes to this policy by posting an updated notice on our websites. Your continued use of any website after a revised version of this Policy has been posted will mean that you accept and are bound by any such changes. It is your responsibility to regularly review the contents of this Policy and any changes thereto in accordance with the terms of applicable privacy legislation.

9 .Questions

If you have any questions about our privacy practices, this Privacy Policy, or to exercise any of your rights with respect to your personal information, please contact our Privacy Officer as follows:

Le Massif de Charlevoix
C/O Privacy Officer
2505, boul. Laurier, Suite 200
Quebec City, Quebec G1V 2L2


(i) Legal note

Le Massif de Charlevoix: designates, for the purposes of the present policy: Groupe Le Massif, s.e.c. and its affiliates having access to personal information, namely :

Groupe Le Massif s.e.c. and its limited partner Groupe Le Massif Commandité inc.
Complexe Hôtelier Massif de Charlevoix s.e.c. and its limited partner 9364-5562 Québec inc.
Le Massif s.e.c. and its limited partnerGroupe Le Massif s.e.c.
Société Immobilière du Massif de Charlevoix inc.
Camp de Base Le Massif inc.
Groupe Les Scènes s.e.c. and its limited partner Le Massif Commandité inc.
Chemin de Fer de Charlevoix inc.
9464-7351 Québec inc (Camp Boule - Buvette de montagne)