The Charter of French language and its regulations govern the consultation of English-language content.

Website Privacy Policy

LATEST UPDATE: May 10, 2021

PREVIOUS VERSION: November 7, 2019 (View and print PDF) 

What does this policy apply to?

This policy applies to all personal information that we collect or that you transmit to us when interacting with the Services Hilo Inc. (“Hilo”) website (  

The practices set out in this policy concerning the collection, use and communication of your personal information are an integral part of our website Terms of Use. However, they do not apply to other websites that you may use or consult, in particular through the hyperlinks on our site. The information collected or transmitted in these cases is covered by the privacy policies of the external sites. It is your responsibility to ensure that your personal information is protected.

What personal information is collected?

We collect the following personal information:

  • last name
  • first name
  • email address
  • postal code
  • cell phone number
  • information concerning your electricity account
  • payment information (credit card number), if applicable

We also collect information about you through the interaction of your device (computer, tablet or phone) and our website. For more information, refer to the section “Why do we use cookies or invisible pixels?”

If you have selected the PayBright financing option, Services financiers Intelligence Santé inc. will collect your contact information, as well as certain information required for credit approval. This information is stored on servers that may be located outside Canada, specifically in the United States. Before using this financing option, we invite you to read and accept Services financiers Intelligence Santé inc.’s privacy policy.

How is your personal information collected?

Your personal information is collected in various ways:

  • newsletter registration form
  • Hilo smart home service application form
  • “Contact us” form
  • cookies and invisible pixels

We also collect information about your electricity account from Hydro-Québec. More specifically, in order to assess your eligibility for the Hilo smart home service, we verify the accuracy of the following information: your account number, account holder status, Hydro-Québec contract number, address, telephone number, email address and the type of heating in your home.

Why do we use your personal information?

We generally use your personal information for the following purposes:

  • to send you information about our offers, products and services if you have agreed to receive our newsletters
  • to contact you about your order, your account and to offer you customer support when needed
  •  to establish your identity, customer type (individual, group, organization) and the customer category (residential, business) you belong to
  • for payment of your order, if applicable
  • to supply products and services
  • for any other purpose that we may determine from time to time and that is authorized by law

The information collected is used solely for the purposes set out in this policy.

Why do we use cookies or invisible pixels?

If you consent, cookies and invisible pixels are placed on your device (computer, tablet or phone). They collect or store certain information while you navigate our website. Only the cookie’s issuer can read the cookie. More information about cookies is available at

Functional cookies

Functional cookies generated by our website enable us to manage and optimize presentation of website content based on your navigation preferences (language) and to remember certain information that has already been entered. Most browsers are initially programmed to allow cookies by default. However, the help function on the tool bar of most browsers explains how to allow cookies and/or completely disable them. Therefore, we do not recommend that you disable cookies required for certain functions, such as completion of forms. For more information about your browser settings, please refer to the help centers for Chrome, Safari, Firefox, Internet Explorer, Edge or Opera.

Performance cookies

We use performance cookies so that our website runs more efficiently when you visit. The information we collect is used to evaluate the popularity of pages, analyze traffic to our site and services, and as a guide for developing other improvements. These cookies do not contain any personal information.

Analytical tools

We also use analytical cookies to collect the following information:

  • your IP address
  • your Internet service provider
  • date and start/end times of your browsing session
  • your region or municipality, determined through your IP address
  • your browser type and version
  • your operating system type and version
  • screen resolution of your device
  • language of your browser
  • your device type and model (computer, tablet or phone)
  • URL address of pages visited on our website
  • your activity (clicking, scrolling) on our website
  • URL address of the website previously visited
  • point of entry (banner, email, social media, print publication, advertiser’s website) of your visit to our website

We use Google Analytics to analyze the use and performance of our website, provide statistics and determine traffic to its content. This information is collected and stored by Google on servers that may be located outside Canada, and in the United States in particular. You can download the browser add-on to disable Google Analytics if necessary.

Advertising cookies

If you allow it, third parties, and in particular Google Display Network or other media partners, may also place advertising cookies on our website to learn about your interests through the content you consult on our website and to personalize advertising on or off our website. If applicable, you can disable cookies from businesses taking part in the AdChoices program run by the Digital Advertising Alliance of Canada.

Social media cookies

Our site may also use social media cookies, which allow us to add functionalities to our website for sharing content on social media such as Facebook. Clicking the share button will install a cookie that connects content consulted on our website to your user account for these media. To disable the Facebook pixel (if applicable), please consult Facebook’s help center.

Who do we share your personal information with?

Your personal information can only be accessed by Hilo staff, its representatives or suppliers who require it to carry out their functions. Your personal information will not be communicated or marketed without your prior consent, except if required for the application of a law or a court order, or to allow the provision of services by our suppliers or representatives who undertake to comply with requirements concerning confidentiality and the protection of personal information.

How long do we keep your personal information? 

Your information is kept as long as necessary for the purposes of this policy and to enable us to meet our legal and regulatory obligations. After this time, the personal information we have will be destroyed or de-identified in accordance with our retention schedule and subject to applicable legislation. To learn more about how long we keep personal information, please contact us (see the “Contact us” section).

Will your personal information be transmitted outside Québec?

Personal information we collect is stored in secure systems hosted on servers that may be located outside Québec, specifically elsewhere in Canada or in the United States. In this case, we may require that our suppliers enter into agreements to safeguard your confidentiality and personal information in order to provide an appropriate level of protection.

How do we protect the confidentiality of your personal information?

All personal information we collect is kept confidential in compliance with applicable legislation concerning the protection of personal information and privacy in force in the jurisdictions in which we carry out business. We take reasonable administrative, technical and physical measures to protect your personal information from loss, theft and unauthorized access, use, modification and destruction. In addition, we use the following measures:

  • SSL Protocol (Secure Sockets Layer)
  • encryption of communications
  • ISO 27001 certification of platform
  • network monitoring software
  • computer backup
  • username and password
  • firewall

Use of email

Hilo may contact you by email. However, no personal information or confidential data will be collected or transmitted using this method of communication, which is not completely secure. We also request that you not transmit your personal information to us by email.

Your consent is required

Hilo may amend this policy from time to time. The “Latest update” date is the date of the last amendment. Be sure to consult the most recent version of this policy to learn about these amendments. By navigating Hilo’s website, you accept any changes made to the policy, if applicable.

Your rights and other information

You have certain rights under legislation governing the protection of personal information, including the following:  

  • protection of the confidentiality of your personal information
  • access to your personal information
  • correction of your personal information if it is incomplete, inaccurate or equivocal, or if the collection, release or keeping of your personal information is not authorized by law
  • removal of your email address from our newsletter mailing list by sending your request by email to vieprivé
  • withdrawal of your consent to the communication or use of your personal information, if applicable

To make a request, refer to the “Contact us” section. 

For more information about exercising your rights in Québec, you can also visit the following websites:

Contact us

Services Hilo inc.

Privacy policy officer

1200 McGill College Avenue, 6th floor
Montréal, Québec H3B 4G7