Privacy Policy

2.1 Information You Provide

• Account: Name, email address, phone number, password (hashed)
• Profile: Photo, bio, languages spoken
• Provider onboarding: Date of birth, emergency contact info, SIN/business number (encrypted), vehicle details, driver's licence number
• Vendor onboarding: Business name, menu photos, kitchen photos
• Payment: Processed by Stripe. We do not store your credit card number
• Identity documents: Government ID, licences, certifications, insurance (uploaded)

2.2 Information Collected Automatically

• Location data: Providers: GPS position, speed, heading and accuracy while you are online and available for work, and a per-job location trail while you are on a job, with consent
• Location data: Customers: Your device location when you choose to share it, to fill in your address, show what is available near you, and set pickup and drop-off points. Collected only while you are using the app, never in the background.
• Device info: Browser type, OS, screen resolution (device fingerprint for security)
• Session data: Login timestamps, IP address, session tokens
• Usage data: Pages visited, features used, order history

• Provide services: Process orders, match with providers, calculate delivery routes
• Account security: Verify identity, detect fraud, prevent unauthorized access
• Communications: Send order updates, verification codes (OTP), receipts, and platform notifications
• Compliance: Meet CRA tax reporting obligations (T4A/T5018 for Providers)
• Improve the platform: Analytics to understand usage patterns and enhance features
• Safety: Background checks, GPS tracking for active orders, emergency contact access

• Real-time dispatch and routing
• Customer delivery tracking
• Safety and incident investigation
• Delivery time estimation

• Stripe: Payment processing, identity verification and Provider payouts (Stripe Connected Accounts)
• Resend: Transactional email delivery (verification codes, receipts)
• Supabase: Secure cloud database hosting in Canada
• Twilio: Text-message verification codes, and connecting masked phone calls between customers and Providers (see below)
• Expo: Delivering push notifications to the UPSO apps (your device's push token and the notification text)
• Cloudinary: Storing and processing photos, including job and delivery proof photos and business images
• Google Maps Platform: Address search, suggestions and map locations (the address text or location you enter)
• Anthropic and Google (Gemini): AI features you choose to use, such as improving a profile bio, filling in a marketplace listing, or scanning a menu. The text or image you submit is sent for that request only.
• Slack: If you press SOS, an alert with your user number, the order, your message and your location is sent to our internal safety channel so our team can respond
• PostHog: Website analytics, switched off on October 25, 2026. Before that it received the pages visited, features used and a random browser id (no session recording, nothing you type).
• Sentry: App crash and error reports so we can fix problems (device and app details, plus your user number, email and account type)
• Cloudflare: Security and delivery for our website and app traffic (your IP address and the requests your device makes)
• Law enforcement: When required by law, court order, or to protect safety
• Customers ↔ Providers: Limited sharing (first name, approximate location, order details) to facilitate service delivery

Masked phone calls. When you call a customer or Provider through the app, Twilio connects the call so neither side sees the other's real phone number. We do not record calls or store what is said. We keep a record that a call was placed (who called, for which order, when, and whether it connected) to resolve disputes and prevent misuse, and Twilio keeps its own carrier call records.

We keep personal information only as long as we need it for the purposes in section 3 or as the law requires, and then we securely delete it.

• Active accounts: Data retained while your account is active
• Closed accounts: When you close your account, your contact details, addresses, photos, documents and location history are removed. Most of it goes right away; per-job trails and our backups follow within 30 days. A Pro's legal name, address and tax number stay on the tax record below. See how to delete your account.
• Financial and tax records: Kept for 6 years from the end of the tax year they relate to, as the Income Tax Act (s. 230) requires. This includes order and payment records, Provider payout records, T4A slips and the platform reports Part XX of the Income Tax Act requires.
• Job records: Dates, times, pay, tips and the disclosures we sent are kept for 6 years as tax records. For work on lanes covered by Ontario's Digital Platform Workers' Rights Act (Send parcels and Sidekick errand lanes), this also meets that Act's 3-year record duty after your platform access ends.
• Location data: Position history and per-job location trails are deleted 30 days after the job closes, unless a legal hold applies. The order itself, without the trail, is kept as a financial record.
• Insurance certificates: A Provider's certificate is kept, locked, for 2 years after the account closes, in case a claim comes in.
• Identity and screening documents: Government ID, licences, certifications and uploaded check documents are deleted when the account closes, except the insurance certificate above and any legal hold. A short note of what was checked and when is kept with job records to show the Provider was qualified for each job.
• Reviews: Reviews a Provider received are kept for 3 years, shown as "Former Pro" with dates shown by month. They are still treated as personal information and protected the same way.
• Legal holds: Where a claim, dispute, appeal, regulator or police request is open, we keep the records involved until it is settled.
• Records with a name removed: Taking your name off a record does not make it anonymous when we can still link it back to you, for example records we must keep for tax audits. We treat such records as your personal information for as long as we keep them.

Deleting your account

You can delete your account in the app, on the website, or by emailing [email protected], and we respond within 30 days. Before you confirm, we explain in plain words what is removed and what we must keep and why, and the confirmation email repeats it. Full details: upso.ca/delete-account.

• Passwords hashed with bcrypt
• SIN numbers encrypted at rest
• HTTPS/TLS for all data in transit
• HttpOnly, Secure session cookies
• Rate limiting on authentication endpoints
• Device fingerprinting for anomaly detection

• Access: Request a copy of your personal information
• Correction: Request correction of inaccurate data
• Withdrawal of consent: Withdraw consent for data collection (may affect service availability)
• Deletion: Request deletion of your personal information
• Complaint: File a complaint with the Office of the Privacy Commissioner of Canada

UPSO Technologies Inc., Privacy Officer

Kingston, Ontario, Canada

Email: [email protected]

Office of the Privacy Commissioner of Canada: priv.gc.ca