Privacy Policy

At PrimeRoutes Delivery ("we," "our," or "us"), we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our delivery services and website.

1. Information We Collect

1.1 Information You Provide to Us

We collect information that you voluntarily provide when using our services:

• Contact Information: Name, email address, phone number, WhatsApp number
• Delivery Information: Pickup and delivery addresses, recipient contact details, delivery instructions
• Payment Information: Payment card details (processed securely through Stripe), Interac e-Transfer information
• Package Information: Package descriptions, photographs, special handling instructions
• Account Information: Username, password (if you create an account)

1.2 Information We Collect Automatically

When you access our website or use our services, we automatically collect certain information:

• Device Information: IP address, browser type, operating system, device identifiers
• Usage Data: Pages visited, time spent on pages, click patterns, referring URLs
• Location Data: GPS coordinates (when you enable location services), delivery route information
• Cookies: Session cookies for authentication and security (strictly necessary for the service to function)
• Local Storage: We use browser localStorage to remember your preferences, such as dismissed promotional banners and announcements. This data stays on your device and is not transmitted to our servers. You can clear this data anytime through your browser settings.
• Analytics (Google Analytics 4): We use Google Analytics 4 to measure aggregate site usage (pages visited, referring URL, approximate country, device type). GA4 is configured in cookieless mode (client_storage: 'none'), so it does not set persistent tracking cookies on your device. IP addresses are anonymized before storage (anonymize_ip: true), Google Signals is disabled (no cross-device tracking), and ad personalization signals are disabled (your visit is not used to build advertising audiences). You can opt out site-wide by installing the official Google Analytics Opt-out Browser Add-on, or by enabling Do Not Track / Global Privacy Control in your browser.

1.3 Information from Third Parties

• Payment Processors: Transaction confirmation and payment status from Stripe
• Address Verification Services: Validated address information
• Social Media: Public profile information if you interact with us on social platforms

1.4 Drivers and the PrimeRoutes Driver App

If you apply to drive for us or use the PrimeRoutes Driver app (iOS and Android) or the driver portal, we collect additional information:

• Application Data: Legal name, email, phone, home address, date of birth, work eligibility, driver's licence details, vehicle details, and insurance details.
• Social Insurance Number (SIN): Collected from drivers so we can administer driver payments and meet tax and legal reporting obligations. Your SIN is encrypted before it is stored, is never kept in your device's storage or in logs, and access is restricted to a small number of authorized staff. If you choose to provide it later, we will ask again, and payouts may be held until it is provided.
• Licence and Identity Verification: We use Stripe Identity to check your driver's licence and match it to a live selfie. Stripe acts as our service provider (processor) and handles the images and document data under its own privacy terms. We receive the result of the check and a limited set of verified details (such as legal name and licence class and expiry). We do not keep the full verification report.
• Documents and Photos: Vehicle documents, insurance documents, vehicle photos, and background check documents you upload. These are stored in a private storage area that is not publicly accessible and are visible only to you and authorized staff.
• Camera and Photos: The app asks for camera access (and photo library access if you choose to attach an existing photo) to capture proof of delivery and to upload onboarding documents. Images are used only for those purposes. You can deny access in your device settings; the related features then will not work.
• Precise Location: While you are using the app and working an active route, the app collects your device's precise location, which we use to show dispatch and customers where the delivery is and to record where stops were completed. Location is collected in the foreground only. The app does not track your location in the background, and the server accepts location updates only while a route is in progress.
• Push Notification Tokens: If you allow notifications, we store a device token so we can send route offers and job updates. Tokens are deleted when you delete your account.
• Delivery and Earnings Records: Routes you completed, proof of delivery, amounts earned, and payout history.

2. How We Use Your Information

2.1 Service Delivery

• Process and fulfill your delivery orders
• Coordinate pickups and deliveries
• Communicate delivery status and updates
• Contact recipients for delivery coordination
• Provide customer support

2.2 Business Operations

• Process payments and prevent fraud
• Maintain delivery records and order history
• Optimize delivery routes and scheduling
• Analyze service performance and usage patterns
• Conduct internal research and development

2.3 Communications

• Send booking confirmations and receipts
• Provide delivery notifications and updates
• Respond to inquiries and support requests
• Send service announcements and updates
• Share promotional offers (with your consent)

2.4 Legal and Safety

• Comply with legal obligations and regulations
• Enforce our Terms of Service
• Protect against fraudulent or illegal activity
• Resolve disputes and troubleshoot problems
• Ensure the safety of our drivers and customers

2.5 Drivers

• Review driver applications and verify identity, licence, vehicle, and insurance
• Offer and assign routes, and show delivery progress to dispatch and customers
• Record proof of delivery
• Calculate and pay driver earnings, and meet tax and legal reporting obligations (including use of the SIN)
• Send route offers and job updates by push notification, email, or SMS

We do not sell personal information, and we do not use driver location, SIN, or identity documents for advertising.

3. How We Share Your Information

3.1 Service Providers

We share information with trusted third-party service providers who assist in operating our business:

• Payment Processors: Stripe processes credit card payments securely and, for drivers, driver payouts
• Identity Verification: Stripe Identity verifies driver's licences and selfies as our processor
• Communications Services: Email, SMS, and push notification providers
• Cloud Storage: Secure servers for data storage and backup
• Analytics Providers: Google Analytics 4 (Google LLC) for aggregate site usage measurement, configured in cookieless mode with IP anonymization and Google Signals disabled. No personally identifying data is shared.
• Mapping Services: Route optimization and address verification

3.2 Delivery Partners

We share necessary information with our drivers and delivery personnel:

• Pickup and delivery addresses
• Contact information for coordination
• Package descriptions and special instructions
• Delivery time windows

3.3 Legal Requirements

We may disclose information when required by law or to protect our rights:

• In response to legal process (subpoenas, court orders)
• To law enforcement or regulatory authorities
• To protect our rights, property, or safety
• To prevent fraud or security threats
• In connection with business transactions (mergers, acquisitions)

4. Data Security

We implement industry-standard security measures including SSL/TLS encryption, secure storage, access controls, and regular security audits to protect your information.

4A. Retention

• Order, invoice, and payment records: kept for the period required for tax and accounting, generally six years.
• Driver earnings and payout records: kept for the same period.
• Driver application data, documents, and SIN: kept while your driver account is active and deleted when you delete your account.
• Driver location during routes: deleted when you delete your account.
• Push notification tokens: deleted when you delete your account or when the device stops responding.
• Routine backups: deleted data is overwritten as encrypted backups rotate out.

5. Your Rights and Choices

You have the right to:

• Access & Correct: Request access to or correction of your personal information
• Delete: Request deletion of your personal data (subject to legal retention requirements). Drivers can delete their account directly in the app (Account, then Delete account) or on the driver portal profile page. See how to delete your account for what is deleted and what is kept.
• Device Permissions: Turn off camera, photos, location, or notification access at any time in your device settings
• Opt-out: Unsubscribe from marketing communications at any time
• Clear Preferences: Clear localStorage data (dismissed banners, preferences) through your browser settings:
  • Chrome: Settings → Privacy → Clear browsing data → Cookies and site data
  • Firefox: Settings → Privacy → Cookies and Site Data → Clear Data
  • Safari: Preferences → Privacy → Manage Website Data

5.1 Cancellation and refund mechanics

Cancellation windows, refund eligibility, and any charges that may apply when you cancel a delivery are governed by our Terms of Service, Section 5. Cancelling a booking does not erase the order record. We retain limited booking data (reference number, route, timestamps, payment status) to meet tax, accounting, and legal-retention obligations, as described above under Delete.

6. Contact Us

This Privacy Policy is effective as of the date stated above and governs our collection, use, and disclosure of your personal information. For the complete policy, please contact us.