La ferme Martinette:: our business policy

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Business policies

Our business policy

Business practices governing transactions between merchant and consumer:

Transactions via our electronic catalogue

PAYMENT OPTIONS: Visa, MasterCard, and American Express credit cards are accepted.

TERMS OF SALE: Our prices are in Canadian dollars. Federal tax and provincial tax (where applicable) are added to the basic price, as well as a delivery charge, applicable taxes on the delivery charge, and other charges such as duty and customs broker’s fees.

DELIVERY:

Delivery times: Delivery times vary depending on the destination and the speed of delivery selected; you will be offered a choice at the checkout.

Fees: Delivery fees vary depending on the destination and the speed of delivery selected; you will be offered a choice at the checkout.

Mode: We now rely on the services of Canada Post Corporation. Should we be forced to change carriers for some reason, you will be notified.

FAILURE TO MEET DELIVERY DEADLINE: If for any reason we are unable to deliver your order on time, we will let you know as soon as possible and you will be given the option of cancelling your order.

RETURNS AND EXCHANGES: If you receive damaged merchandise, you can return it to us free of charge provided it is still in its original packaging. If, however, the original packaging is too damaged to return, simply put the entire package in a slightly bigger box and send everything to us. We will refund the full value of the merchandise, plus your shipping expenses as well as the expenses for returning the package, within 30 days following receipt of the returned product.

CANCELLATION: You have 24 hours to correct or cancel your order.

PAYMENT SECURITY: When you use the Desjardins secure payment system to make a purchase, your transaction is sent to an Internet payment terminal via a secure connection. The connection uses the SSL.2 128-bit encryption protocol, which corresponds to the current security standard.

All data on the operation (details of the order, customer identification, credit card number) are encrypted for transfer from your computer to the Desjardins server, which is the only server that can read the encryption. Desjardins then returns your order information to the merchant, without your credit card information.

We disclaim all responsibility in view of the fact that confidential information concerning you could be divulged.

EMAIL: You will receive no promotional email without your consent. Also, you can withdraw your consent to receive such email at any time.

HANDLING OF COMPLAINTS:

If you wish to make a complaint, please communicate with Lisa Nadeau, Proprietor. She can be contacted as follows:

By phone at (819) 849-7089 or by fax at (819) 849-7089

By email: martinet@lafermemartinette.com

By mail:

La Ferme Martinette
1728 Chemin Martineau
Coaticook, QC J1A 2S5

We process and respond to complaints within 10 days of the date they are received, free of charge.

If you are not satisfied with the handling of your complaint, you can contact the Consumer Aid Service as follows:

Consumer Aid Service
Conciliation Department
453 5e Rue, Suite 1
Shawinigan, QC G9N 1E4

Tel.: (819) 537-0918
Fax: (819) 537-5259
Email: sac-accreditation@cgocable.ca

POLICY ON PROTECTING PERSONAL INFORMATION

COLLECTION AND USE OF INFORMATION: Information collected is used only to process your order correctly and to deal with your complaints, if any.

When you order, only the following personal information is collected:

First name

Last name

Address

Telephone number

Email address

Rest assured that all personal information you provide will be kept confidential, and will be used for the following purposes only:

to provide email confirmation of your order;

to send a receipt for your payment;

to fill your order accurately and deliver it quickly.

CONSUMER CONSENT: No information is collected without your consent. Please note that by placing an order or making a complaint, you automatically give your consent. You can withdraw your consent at any time: simply communicate with Lisa Nadeau, using the contact details given above in the “Handling of Complaints” section.

COMMUNICATION OF INFORMATION TO THIRD PARTIES: Your personal information will not be divulged to third parties under any circumstances.

PRESERVATION OF INFORMATION: Both paper and computerized versions of your file are kept. Only the Complaints Manager, Lisa Nadeau, has access to the area where your information is kept. Your personal information will be kept for the time needed to process your order and/or complaint.

The information will be kept in our office filing cabinets.

DESTRUCTON OF INFORMATION: After the information mentioned above has been kept for the designated period, it will be shredded and deleted.

COOKIES: Our electronic catalogue was produced using ClicShop�. This software uses cookies in the following way:

First of all, cookies make it possible to keep track of the products you purchase in a merchant’s store until you are ready to leave. To put it simply, cookies allow you to shop in merchants’ stores. Cookies are also used to gather statistics that will help merchants improve their stores. Cookies provide ClicShop� with information on which pages are visited most frequently, which products are purchased most often, and so on. This information is then made available to merchants in the form of statistics. Neither the merchants, nor anyone else (apart from ClicShop�) ever have direct access to the information contained in the cookies. Moreover, the cookies contain no personal information (such as your name, address, email address, etc.) unless you expressly provide such information.

INFORMATION ON OUR POLICY: If you would like to know more about our personal information protection policy, communicate with the Complaints Manager, using the contact details provided above.

ACCESS TO INFORMATION: To access or modify your personal information, communicate with Lisa Nadeau, using the contact details provided above. You can do this free of charge.

COMPLAINTS: To make a complaint regarding your personal information, simply communicate with Lisa Nadeau, using the contact details provided above. Your complaint will be examined and processed within 30 days of the time it is received. We will then notify you of our decision. If you are not satisfied with the decision, you can contact the Consumer Aid Service as follows:

Consumer Aid Service
Conciliation Department
453 5e Rue, Suite 1
Shawinigan, QC G9N 1E4

Tel.: (819) 537-0918
Fax: (819) 537-5259
Email: sac-accreditation@cgocable.ca

Both the merchant and the Consumer Aid Service handle complaints free of charge.

POLICY CHANGES: Should there be any change in our personal information protection policy, we will notify you. We will indicate the revision date at the bottom of each page of our personal information protection policy, and the changes will be made promptly on our site. Naturally, the policy in effect when you place your order is the one that applies to you.

(The portions Reservation for our Accommodations Policies as well as Reservations for our Country-Style banquet and group educational farm tours of this site are not accredited by the Consumer Aid Service.)

Transactions related to reservations for our accommodations:

reservation, deposit, and cancellation policies

Our accommodations offer a smoke-free environment. No pets.

To make reservations for our accommodations, you can reach us day or evening, 7 days a week, by phoning (819) 849-7089 or 1 888 881-4561.

When we take your call, we will fill out a (paper) registration form with the following personal information:

Surname

Given name

Address

Telephone

Fax

Email address (optional)

We will also record details about your visit: accommodations reserved; reservation dates; number of persons (adults and children); arrival time; cost of stay; comments, requests, or special considerations; and statistical information on referral and the reason for your visit.

All information connected with your reservation will be kept confidential in our offices and will never be divulged for any reason.

Payment terms:

Information regarding payment arrangements for your deposit is also recorded, along with your credit card number. We accept Visa and MasterCard. When settling up at the end of your stay, it is always possible to credit your card and complete the transaction by cash or Interac payment. Personal cheques are not accepted.

Deposit policy: A deposit corresponding to 40% of the total cost of your stay is debited before your arrival, prior to confirmation of your reservation.

All information regarding your deposit is kept confidential in our offices and will never be divulged for any reason.

Confirmation of reservation: Your reservation will be confirmed by mail, fax, or email (your choice), within 24 hours following confirmation of your deposit.

Reservation cancellation policy:

Should you be forced to cancel your visit due to unforeseen circumstances, cancellation terms are as follows:

Cancellation with 8 to 15 days’ advance notice:

50% of your deposit will be kept (minimum $20)

Cancellation with 7 days’ notice or less:

100% of your deposit will be kept

Cancellation without notice:

The full cost of the room will be charged

In case of cancellation during your visit, 40% of the cost of the remainder of the stay may be charged.

Check-in times: Between 4 p.m. and 6 p.m. You must notify us if you plan to arrive after 6 p.m.

Check-out time: By 12 noon on the day following the last night of the reservation.

Transactions related to reservations for our country-style banquets
and group educational farm tours:

reservation, deposit, and cancellation policies

To make reservations for one of our country-style banquets, you can reach us day or evening, seven days a week, by phoning (819) 849-7089 or 1 888 881-4561.

When we take your call, we will fill out a (paper) registration form with the following personal information:

Surname

Given name

Address

Telephone

Fax

Email address (optional)

We will also record details about your visit: reservation dates; menu selected; number of persons (adults and children); arrival time; cost of visit; comments, requests, or special considerations; and statistical information on referral and the reason for your visit.

All information connected with your reservation will be kept confidential in our offices and will never be divulged for any reason.

Payment terms:

Information regarding payment arrangements for your deposit is also recorded, along with your credit card number. We accept Visa and MasterCard. When settling up at the end of your visit, it is always possible to credit your card and complete the transaction by cash or Interac payment. Personal cheques are not accepted.

Deposit policy: A deposit corresponding to 50% of the total cost of the reception is debited before your arrival, prior to confirmation of your reservation.

All information regarding your deposit is kept confidential in our offices and will never be divulged for any reason.

Confirmation of reservation: Your reservation will be confirmed by mail, fax, or email (your choice), within 24 hours following confirmation of your deposit.

Reservation cancellation policy:

Should you be forced to cancel your visit due to unforeseen circumstances, cancellation terms are as follows:

Country-style banquet: Cancellation on less than 30 days’ notice: 100% of deposit will be kept, in payment of damages.

Farm discovery tour: Cancellation on 8 to 15 days’ notice: 50% of deposit will be kept (min. $20).

Cancellation on 7 days’ notice or less: 100% of deposit will be kept.

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