Privacy Policy
This policy explains what information Serpenti Creative Services Inc. ("Serpenti," "the studio," "we," "our," "us") collects when you use serpenticreative.com (the "Site") or engage our services, why we collect it, and what we do with it. We wrote it in plain language on purpose.
What we collect
Information you give us
- Name, email address, phone number, and country when you fill in an application, request a consultation, or send us a message.
- Project details you share with us — manuscript excerpts, cover concepts, audio samples, translation source material — provided so we can quote or perform the work.
- Billing information (name, billing address, and payment card details) when you purchase a package or pay an invoice. Payment card numbers are processed directly by our payment processor and are not stored on our systems.
Information collected automatically
- Basic technical data (IP address, browser type, device type, referring page, pages viewed, time of visit). Used to operate the Site, protect against fraud and abuse, and understand how the Site is used.
- Cookies and similar technologies as described in Cookies, below.
Information from third parties
If you sign in through a third-party service (for example, a calendar booking tool for consultations), we receive limited information from that service (usually name and email) to complete the booking.
Why we collect it
- To respond to your inquiry or application and to prepare a proposal
- To deliver the services you have engaged us for
- To process payments and issue invoices
- To send you engagement-related communications (project updates, drafts, delivery notices)
- To send you occasional business communications about the studio, if you have opted in to hear from us
- To meet our tax, accounting, and other legal obligations
- To detect, prevent, and respond to fraud, misuse, or violation of our Terms
We do not sell your personal information. We do not share it with advertisers.
Who we share it with
- Payment processor — to complete transactions. Our processor stores card data under its own security standards; we do not.
- Distribution partners — retailers, wholesalers, and libraries (Amazon, Apple Books, Barnes & Noble, Kobo, IngramSpark, and equivalents) when we set up distribution for your title. This is limited to the metadata required to list your work.
- Sub-processors and contractors — editors, designers, translators, narrators, engineers, and other specialists engaged on your project. Each is bound by confidentiality obligations.
- Professional advisors — our accountants and lawyers, on a need-to-know basis.
- Government or law enforcement — if required by valid legal process, or where we reasonably believe disclosure is necessary to protect the studio's rights or the safety of others.
Where we store it
Serpenti is based in Vancouver, British Columbia. Some of our service providers operate servers in Canada, the United States, and the European Union. By using the Site or engaging our services you consent to your information being processed in those regions, subject to the protections of applicable law.
How long we keep it
- Application and inquiry data — up to twenty-four (24) months after the last contact, then deleted or anonymized.
- Active client project data — for the life of the engagement and for six (6) years after final delivery.
- Payment and billing records — for seven (7) years, in accordance with Canadian tax law.
- Analytics data — up to twenty-six (26) months in aggregated form.
You may request earlier deletion of your personal information at any time (see Your rights, below). Some records must be retained where the law requires it.
Cookies
- Essential cookies — required for the Site to function (session, security, load balancing). Cannot be disabled.
- Analytics cookies — used only if you consent, to understand how the Site is used in aggregate. We use privacy-respecting analytics that do not build cross-site profiles.
You can control non-essential cookies through the banner on your first visit and through your browser settings.
Your rights
- Access — request a copy of the personal information we hold about you
- Correction — ask us to correct information that is inaccurate or incomplete
- Deletion — ask us to delete your information, subject to legal retention requirements
- Withdrawal of consent — for anything you previously consented to (such as marketing emails)
- Complaint — file a complaint with your local privacy regulator (in Canada, the Office of the Privacy Commissioner: priv.gc.ca)
To exercise any of these rights, email admin@serpenticreative.com. We respond within thirty (30) days.
Security
We use reasonable administrative, technical, and physical safeguards to protect your information — including access controls, encryption in transit (TLS), encryption at rest for sensitive data, and internal training. No system is perfectly secure, and we cannot guarantee absolute security. If we discover a breach affecting your personal information, we will notify you and applicable regulators as required by law.
Children
The Site and our services are not directed to children under the age of thirteen (13). We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will delete it.
Changes
We may update this Privacy Policy from time to time. The "Last updated" date at the top will reflect the most recent revision. Material changes will be communicated to active clients by email or through a notice on the Site.
Contact
Privacy questions and requests:
Serpenti Creative Services Inc.
Attn: Privacy
The Pacific Centre, 777 Dunsmuir Street, 17th Floor, Vancouver, BC V7Y 1K4, Canada
Email: admin@serpenticreative.com
Phone: +1 (587) 887-6066