Privacy Policy
How RouteOn handles personal information. Last updated October 17, 2026.
1. Who we are and scope
RouteOn ("we", "us") provides reservation, dispatch and fleet operations software to transportation companies. This Privacy Policy explains how we handle personal information on routeon.app, in our web app, driver apps, browser extension and related services, and your rights. It is designed to meet Canada's PIPEDA and Alberta's PIPA, the EU/UK GDPR, and US state privacy laws including the CCPA/CPRA.
2. Our two roles
- Controller / business. For our own customers' account and billing information, website visitors, sales enquiries and support, we decide how information is used.
- Processor / service provider. For information our customers (transportation operators) put into RouteOn about their passengers, clients, drivers and affiliates, we process it only on the operator's instructions. If you are a passenger or driver, the operator you deal with is responsible for that information — please contact them first; we will assist them in responding.
3. Information we collect
- Account data: name, business name, email, phone, role, password (hashed) and sign-in details, including Google sign-in profile basics.
- Billing data: plan, invoices and billing contact. Card details are handled by our payment processor; we do not store full card numbers.
- Trip and passenger data (on behalf of operators): names, contact details, pickup and drop-off addresses, dates, flight numbers, passenger counts and manifests, notes, contracts and signatures, quotes, invoices and payment records.
- Driver data (on behalf of operators): name, contact details, licence and compliance documents, assignments, trip progress, messages, and device location while on duty or on an active trip, plus telematics data if the operator connects a provider.
- Communications: emails, SMS, WhatsApp and in-app messages sent through the Service, and delivery status.
- Website enquiries: information submitted through operator booking forms, including marketing attribution such as UTM parameters and ad click identifiers.
- Technical data: IP address, device and browser type, app version, logs, crash reports and essential cookies.
4. How we use information
- Provide, operate, secure and support the Service, including dispatch, contracts, invoicing, notifications and driver apps.
- Authenticate users, prevent fraud and abuse, and keep audit logs.
- Bill our customers and communicate about accounts, security and changes.
- Provide optional AI features (for example drafting quotes from emails) only on the operator's data and for that operator.
- Improve the Service using aggregated or de-identified data.
- Comply with legal obligations and enforce our agreements.
5. Legal bases (EU/UK)
Where GDPR applies, we rely on performance of a contract, our legitimate interests in operating and securing a business service, compliance with legal obligations, and consent where required (for example certain device permissions). You may withdraw consent at any time without affecting prior processing.
6. No sale of personal information
We do not sell or rent personal information, do not "share" it for cross-context behavioural advertising, and do not use customer data to train AI models made available to others. We do not use passenger or driver data for our own marketing.
8. Driver location
The driver app collects location only when the driver is on duty or on an active trip, to show progress to dispatch and, if the operator enables it, trip tracking links for passengers. Drivers can turn off location permissions in device settings; some features will stop working. Operators are responsible for informing drivers and obtaining any required consent.
10. International transfers
We are based in Canada and our providers may store or process information in Canada, the United States and other countries. Information may be accessible to authorities in those countries. Where required, we use safeguards such as Standard Contractual Clauses for transfers from the EU/UK.
11. Retention
We keep account information for as long as the account is active and as needed for legal, tax and accounting purposes. Operator data is retained according to the operator's instructions; after an account closes we keep it for 30 days to allow export, then delete or de-identify it within a reasonable time, except where retention is legally required or in backups that expire on a rolling basis.
12. Security
We use encryption in transit, encrypted storage, database-level tenant isolation, role-based access, private storage for documents and audit logging. No system is perfectly secure; we will notify affected customers and, where required, regulators of a breach as the law requires.
13. Your rights
Depending on where you live, you may have the right to access, correct, delete or obtain a copy of your personal information, to object to or restrict processing, to withdraw consent, and to not be discriminated against for exercising these rights. Canadian residents may challenge our compliance; California residents may use an authorized agent.
To make a request, email hello@routeon.app. We will verify your identity and respond within the time the law requires (generally 30 days in Canada, one month under GDPR, 45 days under CCPA). If your information was provided by a transportation operator, we will refer your request to them. You may also complain to your data protection authority, such as the Office of the Privacy Commissioner of Canada or the Office of the Information and Privacy Commissioner of Alberta.
14. Messages and opt-outs
Account and security emails are required to use the Service. Messages operators send to passengers or drivers are controlled by that operator; every email includes an unsubscribe option, and SMS can be stopped by replying STOP where supported.
15. Children
The Service is for businesses and is not directed to children under 16. We do not knowingly collect children's information except where an operator records a minor passenger as part of a booking at a guardian's request.
16. Changes to this Policy
We may update this Policy. We will post the new version with an updated date and notify customers of material changes by email or in-app.
17. Contact and Privacy Officer
Our Privacy Officer can be reached at hello@routeon.app.