Indigo Privacy Policy

Indigo Books & Music Inc. Privacy Policy

LAST UPDATED: May 11, 2026

Introduction

Indigo Books & Music Inc. and its subsidiaries (collectively, “Indigo”, “we”, “our” and “us”) respect an individual's privacy. This Policy sets out the basis on which we collect, use, store and disclose personal information from our interactions with you, through our websites, social media channels, mobile apps, when you shop with us in our stores (which includes stores operating under the Indigo, Chapters, Coles, and Indigospirit banners), and any other interactions with you, such as when you engage with our customer service center, attend our events, or join a membership program (collectively, the “Services”). Indigo may update this Policy from time to time, with such modifications effective once posted. You are encouraged to check back to see any changes to this Policy.

Consent

By engaging with Indigo’s services, website and mobile apps and providing Indigo with your personal information, you consent to our collection, use, storage, disclosure, and retention as outlined in this Policy or as permitted by law, except where express consent is required. You may withdraw your consent to our use of your personal information at any time, subject to legal or contractual restrictions and reasonable notice.

How We Collect Personal Information

We collect personal information in various ways, including in-store in our retail stores, online via our website or mobile apps, and through communications such as email or phone. When you interact with our websites, apps, emails, or ads, we and our third-party partners may use cookies, pixels, and similar technologies to gather data for analytics, personalization, and interest-based advertising, subject to your consent where required by applicable law.

For details, see our Cookies and Similar Online Tracking Technologies section.

We may combine online and in-store data, transaction history, and demographic insights to improve your experience and deliver tailored products, services, and marketing.

Personal Information We Collect

We collect only the personal information reasonably necessary for the purposes described in this Policy.


This includes:

  • Information you provide directly when interacting with our services, such as by shopping in-store or online, creating an Indigo account, joining Indigo rewards programs, signing up for communications, submitting reviews about our services, or participating in contests or promotions.
  • Information collected through your use of our services such as online browsing activity on our websites and mobile applications, digital device details and location data. In-store, we may collect information about your purchases and, where you have provided consent, information from your interactions with in-store technology.
  • Information from other sources such as demographic data or aggregated insights derived from us or our third-party partners, or reviews from you about us from third-party social media channels.

Examples of personal information we collect from you may include:

Identifiers:

  • Name, address, email, phone number, date of birth, account details, social media handle.

Online Activity, Device Information, and Identifiers:

  • Online activity on our websites and mobile applications, IP address, device type, operating system, browser type, mobile advertising identifiers, cookies, browsing history, and similar online identifiers.

Geolocation:

  • IP-based or device-enabled location data.

Payment

  • Tokenized credit/debit payment card data (except in limited cases, we do not collect or store full card numbers).

Commercial Information:

  • Purchase history, preferences, rewards activity.

Lifestyle & Interests:

  • Preferences, hobbies, wishlist registries, ratings.

Demographics:

  • Age range, gender, household composition (such as number of family members, presence of children), and income range where you have provided this information or we have inferred it from other data sources.

User Content:

  • Your communications with us, reviews on our website or mobile apps, information you provide pertaining to us or our services on social media, including comments, survey responses, photos and videos.

Audio/Visual:

  • Customer service call recordings and images or videos from security camera footage when you visit our stores.

Inferences:

  • Insights drawn from any of the information collected by us as outlined in this Policy.

Job Applicant Data:

  • See our Applicant Privacy Policy (available upon written request to privacy@indigo.ca).

Cookies and Similar Online Tracking Technologies

We use various technologies to enhance your experience, remember your preferences, analyze site performance, and deliver relevant advertising to you.

These include:

  • Cookies, which are small text filesstored on your devicewhen you visit a website. Cookies helpusrememberinformation between visits, such as your login credentials, address and phone number,language preferences, and checkout information.
  • Web beacons and pixels, which are small image files that collect information about you, such as your IP address when you visit a website or open an email. This allows us to communicate with you and provide you with interest-based advertising. These tools also allow our third-party tracking tools to gather information, such as your IP address. 

Cookies can be persistent or session-based. Persistent cookies remain on your device until they expire or are deleted and are used to remember account information such as address and phone number, and preferences such as language or regional settings. Session cookies expire when you close your browser and are used to support site functionality and measure use during a browsing session.

You can delete or disable certain of the above technologies at any time via your browser. However, if you do so, we may not be able to provide you with services or features on our websites, mobile apps and loyalty programs. To learn more about the choices available to you, please visit the section Managing Your Preferences section below.

We partner with third-party web analytics tools to understand how you interact with our website to improve your experience. These include:

  • Microsoft Clarity (and Microsoft Advertising) to collect digital behavioral data, including heatmaps, session recordings, and usage metrics, using first-and third-party cookies and similar technologies. This is used to improve our site performance, prevent fraud, and deliver relevant and customized advertising to you. Users can opt out as detailed in Microsoft’s Privacy Statement.
  • Google Analytics uses cookies to analyze website usage, generate reports on visitor activity, and provide related services to help us improve our site and online experience.

INFORMATION WE COLLECT FROM OTHER SOURCES

We also collect information that is publicly available, to the extent permitted by applicable law. For example, we may collect information you submit to a blog, a chat room,
or a social media network like Facebook, Instagram, TikTok, and Pinterest, to derive insights to improve our services.

HOW WE USE THE PERSONAL INFORMATION WE COLLECT

We may use the information we collect about you in a variety of ways, including:

Our Services

  • Tto allow us to provide our services to you, such as to process your purchases.

Facilitate Communication

  • To communicate with you about orders, purchases, services, accounts, programs, content you’ve submitted, promotions, contests, and sweepstakes.
  • To respond to your customer service inquiries and requests for information.
  • To post your comments or statements on our platforms or on in public posts on third-party social media channels in our stores, on our websites and social media platforms.
  • To send you personalized and targeted promotions and special offers, including through direct mail, email and social media platforms.
  • To inform you about our brands, products, events, or other promotional purposes.

Service Improvement & Marketing

  • To maintain and improve our websites, point-of-sale, mobile apps, loyalty program, and the products and services we offer, including through our use of tracking technologies such as cookies and web analytics.

Digital & Physical Security

  • To allow us to detect, prevent, or investigate security breaches, theft or fraud.

Administrative Record Keeping

  • To maintain appropriate records for internal administrative purposes.

Service Improvement and Marketing

  • We use the information we collect to provide secure, personalized experiences and improve our products and services. This includes:
  • Insights from your in-store and online purchase history;
  • Insights from your social media interactions;
  • Demographic data;
  • Technical details about your browser, device, and location (e.g., smartphone vs. tablet, mobile app vs. App Clips);
  • Viewing and usage trends to tailor advertising, products, and services.

When you visit our websites, use our apps, engage with emails, or interact with ads, we and our partners automatically collect data using technologies like cookies, pixels, web beacons, and web analytics tools. For details, see the Cookies and Similar Online Tracking Technologies section.

We may combine this data with your purchase history and aggregated demographic information about households in your area based on your postal code (aggregated information refers to personal information that has been combined and summarized so it represents groups rather than individuals, e.g., age groups, household size) to better understand preferences and deliver tailored marketing, provide you with interest-based ads for products you’ve viewed, bought, or similar items, and identify purchasing patterns and improve our services.

HOW WE SHARE THE INFORMATION WE COLLECT

We may share your information in the following circumstances:

  • Within Indigo – Within our company and our affiliated companies to manage operations, fulfill customer orders, and improve our products and services.
  • With Service Providers – With trusted third-party partners who help us with our services, such as for payment processing, fraud prevention, customer service and call center service, website hosting, email and mail delivery, and analytics.
  • For Legal or Safety Reasons - If required by law or to enforce policies, agreements and laws, and to protect Indigo, our customers, or partners.
  • For Marketing – With third-party partners (including social media platforms) to show you personalized offers, promotions and ads, with your express consent where required by law. We may also share anonymous, combined data with trusted third parties for our research and marketing purposes to improve
    our services.
  • With Your Permission – When you ask us to share your information.
  • In Non-Identifiable Form – When the data cannot be linked back to you personally.
  • Public Posts – We may share information that you post on our website, mobile apps, or third-party social media channels that may be visible to others.
  • Business Changes – If we sell or transfer part of our business, your information may be shared with those involved in the process.

MANAGING YOUR PREFERENCES

By using our services and interacting with us, you are providing your consent for the collection, use, storage, disclosure and retention of personal information as set out in this Policy, except where express consent is required by law. Consent may be withdrawn at any time, subject to legal or contractual restrictions and reasonable notice; however, without such consent, Indigo may need
to limit the services it is able to provide you.

Opting Out – you may control your preferences in various ways, including by:

  • Updating your preferences in your Indigo account’s profile management section online or requesting assistance to o so in-store;
  • Visiting our Privacy Preferences page to opt out of non-essential cookies;
  • Adjusting your mobile device’s notification settings;
  • Following the instructions to unsubscribe from email communications in our emails;
  • Email or write to us using the contact details in the Contact Us section.

Please note that even if you opt out of receiving promotional messages from us, we may still send you transactional communications, including emails about your accounts, memberships or purchases.

Accessing or Correcting Your Information – You have the right, under certain circumstances, to access and correct information we hold about you. You may do so by reviewing
your information in your Indigo account’s profile management section online, or by requesting assistance to do so in-store. For any other inquiries, you may request assistance in writing per the Contact Us section below. The access request may be subject to a small fee to cover our costs in providing you with details of the information we hold about you, where permitted by applicable law.

Account Deletion – If you want to cancel or delete your account, you may request this in writing per the Contact Us section below. We will retain your information for as long as your account is active or as needed to provide you services, such as loyalty program membership or product returns or warranties. If you ask us to delete your account, we may retain and use your account information as long as required to fulfill a business need or as required under applicable law.

HOW WE PROTECT YOUR PERSONAL INFORMATION

Indigo makes reasonable efforts to ensure that any personal information you provide is maintained in a secure environment. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. While we strive to protect your personal information, Indigo cannot guarantee the security of any personal information you transmit to us or from our on-line services, and you do so at your own risk.

We limit access to your personal information to those employees, contractors and agents who have a business need to know. Indigo has implemented and maintains reasonable and appropriate security measures, procedures and practices to protect against loss and unauthorized access, use, modification, destruction or disclosure of your personal information while it is in our custody or under our control. For example, safeguards we may use where appropriate include, include:

  • Multi-Factor Authentication, which is a method of confirming your identity when accessing your Indigo account on our website or mobile apps, by using more than one way to authenticate you, such as asking for your username and a code that is sent to your email address or phone number or inferring a geographic location based on IP address to determine if access is being attempted from an unrecognized locale.
  • Masking, which is the process of obscuring your information so that the structure remains the same, but the content is no longer identifiable.
  • De-identification, including pseudonymization techniques that replace, remove or transform your information with a pseudonym (e.g., replacing identifiers with customer id codes) to preserve its informational value.
  • Anonymization, which is the process of altering your data so that it can no longer be used to identify you personally.
  • SSL Encryption, which is the process of obscuring your information in order to make it unreadable without the use of a code or a key.
  • System logging and monitoring, which is the process of tracking, recording, and monitoring activity related to the access and/or use of your accounts or personal information.

RETENTION, PROCESSING AND TRANSMISSION OF YOUR PERSONAL INFORMATION

Indigo keeps your personal information for as long as needed for the purposes it was collected, as outlined in this Policy, or as long as may be required under applicable law.

Indigo is a Canadian company. Personal information that we collect from you is stored and processed on servers owned by Indigo and trusted third-party partners in Canada and the United States, and may in some cases be
transferred to other countries. Where your information is transferred outside of
Canada, it may be available to government authorities under lawful orders and laws applicable in those countries.

NOTICE TO QUEBEC RESIDENTS

If you are a resident of Quebec and we collect personal information about you in Quebec, that information will be communicated outside of Quebec to other locations in Canada, the United States and other places where we or our service providers process your information.

USE BY MINORS

We do not intend for our websites or online services to be used by anyone under the age of fourteen (14). If you are under the age of fourteen (14), please do not use our Services, and if you are over the age of fourteen (14) but under the age of majority in the province in which you reside, you may only use our services with the involvement and permission of a parent or legal guardian. If you are a parent or guardian and believe we may have collected personal information about a child, please contact us via the channels set out in the Contact Us section below.

LINKS TO THIRD-PARTY WEBSITES

Websites that are owned by Indigo may contain links to other third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. Indigo neither owns nor controls these third-party websites and assumes no responsibility for the information practices of those websites. Please
refer to the privacy policies (if any) of those third-party websites.

CHANGES TO THIS PRIVACY POLICY

This Policy was last updated on the date noted at the top of this webpage and may be updated from time to time in the future. If we make material changes, we will post the updated Policy on this page and change the date at the top of this webpage. We will notify you of any modifications to this Policy that might materially affect the way we use or disclose your personal information prior to the change becoming effective by means of a message on this website or by email.

Our Privacy Officer and Privacy Compliance Framework

Indigo has appointed a Privacy Officer who is responsible for overseeing our compliance with this Policy. See Contact Us for information on how to contact the Privacy Officer.

We maintain a framework for the protection of any personal information that we collect. The framework includes policies and procedures designed to help us comply with this Policy. This framework requires all our employees to protect the confidentiality of any personal information that we handle through the lifecycle of that personal information via employee codes of conduct, breach reporting obligations, data retention and destruction policies, training and procedures for addressing complaints and providing individuals
with access to their personal information in accordance with this Policy.

CONTACT US

We welcome your questions, comments and concerns about privacy and how we handle your personal information.

You can contact our Privacy Officer in writing at Indigo Books & Music Inc., 620 King Street West, Suite 400, Toronto, Ontario, M5V 1M6 or by email at privacy@indigo.ca.