Delete Your Account
You can delete your PrimeRoutes Delivery account at any time. This page explains how to do it, what we delete, what we keep and why, and how long it takes. For the full picture of how we handle personal information, see our Privacy Policy.
1. How to delete your account
1.1 Drivers
- In the PrimeRoutes Driver app: open Account, tap Delete account, and confirm. Access ends immediately.
- On the web: sign in to the driver portal, open your Profile, and choose Delete account under Account actions.
- By email: write to support@primeroutes.ca from the email address on your driver account and we will delete it for you.
If you have a route in progress, finish it or ask dispatch to hand it back first. Routes you have been assigned but not started are released so another driver can take them. Deletion works at any stage, including a half-finished application.
1.2 Customers and business accounts
Email support@primeroutes.ca from the email address on your account and ask us to delete it. We may ask you to confirm your identity before we act. Business accounts with unpaid invoices must settle them first.
2. What we delete
For drivers, we delete or anonymise:
- Your name, email address, phone number, home address and date of birth
- Driver's licence details, vehicle details and insurance details
- Your Social Insurance Number (the encrypted copy is removed)
- Uploaded documents and photos, including vehicle documents and insurance, removed from storage
- Device push notification registrations
- Your availability, service areas and regular lanes
- Your sign-in credentials, so you can no longer log in
For customers, we delete your sign-in, saved addresses, contacts, saved package presets and notification settings.
3. What we keep, and why
We keep a limited set of records that we are required to hold, or that other people depend on:
- Delivery records: which orders were delivered, when, and the proof of delivery. Our customers and their recipients rely on these, and we may need them to resolve a dispute or claim. For drivers, these records stay but are no longer linked to your name.
- Invoices and payments: order totals, invoices and payment status, kept for tax and accounting.
- Driver earnings and payout records: amounts earned and paid, kept for tax and accounting, without your name.
- Compliance records: the fact that a background check or agreement was completed, and when, without the underlying files.
Canadian tax and accounting rules generally require us to keep financial records for six years. We keep these records only for that purpose and delete them when the period ends.
4. How long it takes
Deleting a driver account from the app or the web portal takes effect immediately: you are signed out and your personal data is removed at that moment. Requests sent by email are handled within 30 days, and usually much sooner. Copies held in our routine encrypted backups are overwritten as the backups rotate out.