Privacy policy

Twin Creek Media Inc. (“Twin Creek Media”, “TCM”, “we”, “us”) is a marketing agency in Kelowna, British Columbia. This policy explains what personal information we collect through twincreekmedia.com and our internal tools, why we collect it, and the choices you have. We follow British Columbia’s Personal Information Protection Act (PIPA) and, where it applies, Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).

Information you give us

Quote and contact forms. When you fill in a form on our site, we collect your name, company, email address, phone number and whatever you tell us about your goals. We use it to reply to you, prepare a quote and follow up about your project. Form entries are emailed to our team and stored in our website’s database.

Email and phone. If you email us or call us, we keep the message or call details so we can respond and keep a record of our conversation. Calls and form submissions may be logged by WhatConverts, our lead tracking service (see below).

Job applications. If you apply for a job by emailing careers@twincreekmedia.com, we use your resume and message only to consider you for the role, and we keep them for up to one year in case another suitable position opens. Ask us at any time to delete your application sooner.

We do not sell personal information, and we do not share it with anyone outside TCM except the service providers listed in this policy, or where the law requires it.

Information collected automatically

Like most websites, ours uses cookies and similar tools to understand how visitors find and use the site, and to measure our own advertising.

• Google Analytics 4 records pages viewed, how you arrived, approximate location (city level), device and browser.
• Matomo records the same kind of visit information. We host Matomo ourselves, so this data stays on our own analytics server.
• Meta Pixel tells Meta (Facebook and Instagram) when someone who saw our ads visits our site, so we can measure and improve those ads.
• WhatConverts connects form submissions and phone calls to the page, ad or search that led to them, so we know which marketing works.
• Cloudflare Turnstile checks that form submissions come from a person and not a spam bot.
• Embedded content such as YouTube videos and our Google Map may set their own cookies when you play or interact with them.

These tools give us visit totals and trends. We do not use them to identify you personally. You can block or delete cookies in your browser settings, and you can opt out of Google Analytics with Google’s browser add-on. Blocking cookies does not stop you from using the site.

Where your information is stored

Our website is hosted by WP Engine. Some of our service providers (including Google, Meta, WhatConverts and WP Engine) store data in the United States, where it may be accessible to authorities under US law. We choose providers that protect personal information, and we limit what we send them to what each service needs.

How long we keep it

We keep enquiries and client records for as long as we need them to work with you and to meet our legal and accounting obligations, then delete them. Analytics data is kept in summarized form for comparing results over time.

TCM The Matrix and Meta platform data

Twin Creek Media runs an internal tool called The Matrix that our team uses to plan our clients’ marketing and to prepare their monthly performance reports. The Matrix is not a public app: only TCM staff sign in, and clients receive their reports from us.

What we access. With our clients’ permission, and only for the Facebook Pages, Instagram business accounts and ad accounts they have shared with TCM’s Meta Business account, The Matrix reads:

• Ad performance: campaigns, spend, impressions, reach, clicks, link clicks, post engagements and the platform each ad ran on.
• Facebook Page insights: follows, posts and engagement on those posts.
• Instagram business account insights: followers, reach, likes, comments and the account’s posts.

We do not read personal messages, we do not publish or change anything on Facebook or Instagram, and we do not manage or edit ads through The Matrix. We do not collect information about individual people who follow, like or comment on a client’s Page or account; the reports use totals.

How we use it. Only to prepare our clients’ monthly reports and to track their marketing results and ad spend in The Matrix. We do not sell this data, use it for advertising, or share it with anyone other than the client it belongs to.

Where it is stored. In The Matrix’s database, hosted in Canada (Toronto) by DigitalOcean, with backups kept in TCM’s own secure storage. Data is encrypted in transit. The access key that connects The Matrix to Meta is stored encrypted.

How long we keep it. For as long as we work with the client, so reports can compare results over time. When a client stops working with us, or asks us to, we delete the Meta data we hold for them as described on our data deletion page.

Your choices. A client can stop The Matrix’s access at any time by removing TCM’s access to their Page, Instagram account or ad account in Meta Business Suite. To ask what we hold or to have it deleted, email thomas@twincreekmedia.com.

Your rights

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. You can also withdraw your consent to us contacting you at any time. Email thomas@twincreekmedia.com and we will respond within 30 days. If you are not satisfied with our answer, you can contact the Office of the Information and Privacy Commissioner for British Columbia.

Changes to this policy

We may update this policy as our services or the law change. The date at the top shows when it was last updated.

Contact us

Privacy questions go to Thomas Berger, who is responsible for privacy at Twin Creek Media:

thomas@twincreekmedia.com
1-250-762-4001
Twin Creek Media Inc., 204-1905 Baron Road, Kelowna, BC V1X 6W2, Canada