Privacy Policy

1. Scope of this policy

This policy describes how we collect, use, disclose, retain and protect personal information through co-mover.ca, our waitlists and inquiry tools, the Merchant and Driver web portals and related administrative tools, the Co-Mover Customer, Driver and Merchant mobile applications, and related delivery, shopping, parcel, moving, payment, payout and support services.

Alberta’s Personal Information Protection Act applies to our Alberta commercial activities. The federal Personal Information Protection and Electronic Documents Act and other privacy laws may apply when personal information crosses provincial or national borders. Third-party services have their own privacy notices for information they process under their control.

2. Information collected through our website

Depending on how you use the website, we may collect:

• waitlist details such as name, email address, phone number, city/community, province or territory, preferred language, selected audience, consent choice, and optional business, vehicle or interest information;
• inquiry details such as category, name, email address, organization, message, language and privacy acknowledgement;
• account-deletion request details such as account type, name, account email address, phone number, request status, verification status and completion communications;
• appointment details such as phone number, purpose, date, time, time zone, format and notes;
• email delivery and submission status information; and
• technical and security information such as IP address, browser, device information, timestamps, server logs and a short-lived hashed network identifier used to prevent abuse.

The public website does not currently accept delivery orders or payments. Please do not put card numbers, security codes, health information, government identification or other sensitive information into a general website form.

3. Account and contact information

Customer, Driver, Merchant and staff accounts include an internal identifier, account role, email address, name, account status, consent choices, preferences and security records. We collect a contact phone number where provided; Drivers and Merchants must provide a mobile number. Customer and Driver accounts may include a personal profile photo. Merchant accounts do not have a personal profile photo.

Sign-in uses an email address and password or a secure sign-in link sent by email. We do not offer sign-in by a phone code. Merchant and staff accounts also use authenticator-app two-step sign-in. We keep the information needed to operate and secure these sign-in methods.

4. Customer and order information

We collect the information needed to request, price and complete a service: selected items or services, parcel photos, pickup and drop-off addresses as text and coordinates, recipient details, instructions, hand-over choices, substitutions and approvals, and gift notes. A gift note is shown to the Merchant for the order.

Order records also include promo codes, account credit, item and service prices, fees, taxes, tips, cancellation fees where applicable, receipts and receipt emails, payment and fulfilment status, refunds, disputes, ratings and support communications. Payment information is limited as described in section 7.

5. Driver information

For Drivers, we collect the mobile number, profile photo, licence number, vehicle details, verification and account status, a staff-driver designation where applicable, online history, availability and shifts, current location, location trails, average rating, accepted and handed-back jobs, pickup and delivery activity, earnings, deductions, reimbursements, withdrawal requests, payout records and Stripe Connect account identifier.

Verification information includes the documents and results requested for the service and jurisdiction: government-issued identity information, the front and back of the driver’s licence, vehicle registration, insurance, inspection records, driver abstracts or driving records, criminal or police screening, proof of eligibility to work where required, and permits or service-specific certificates, including ProServe for applicable liquor work. Verification files are kept in private storage and accessed only by authorized personnel and systems for legitimate purposes.

Pickup and delivery photos are required job evidence. Camera and photo-library access is used when a Driver captures or uploads documents, a profile photo, receipts or job evidence. Images may contain embedded metadata. The Driver and Merchant web portals remove photo-location metadata from their uploads; this is not a claim that the current apps do so.

Initial Driver approval is made or reviewed by authorized personnel. Some operational decisions are automatic: job offers are ranked, including priority for staff Drivers, and the system can set a Driver offline when a required document expires, location updates stop or a shift ends. These rules affect offers and service access; a Driver may contact support for review of an error or account restriction.

6. Merchant information

For Merchants, we collect the legal and business names, Business Number, business category, contact mobile number, full business address and coordinates, time zone, store photos, current store hours and their history, catalogue or service information, verification and account status, and documents needed for verification. A Business Number is required for approval.

We also keep terms and rate acceptances, orders, payouts, compensation for cancelled orders, payment and settlement records, Stripe Connect identifiers and communications. Verification files are kept in private storage. Store photos are business content, rather than a personal Merchant profile photo.

7. Payments and payouts

Customer payments use Stripe’s payment interface. Card numbers and security codes go directly to Stripe and do not reach Co-Mover’s systems. We store the card brand, last four digits, and expiry month and year so a Customer can recognize a saved payment method. Those card details do not appear in our payment error logs; we keep Stripe’s decline code and error message only for a payment failure.

We retain Stripe customer, payment-method, transaction and Connect identifiers, payment and payout status, refunds, disputes and chargebacks needed to operate and support the service. Co-Mover does not store Stripe’s fraud-check results. Stripe processes payment, payout and fraud-prevention information under its own privacy notice.

8. Driver precise and background location

The Driver app collects precise location when the Driver goes online and the server confirms an approved account and an active claimed shift. Location can continue while the app is in the background to offer jobs, coordinate pickups and deliveries, show relevant trip progress, support safety and investigate service issues.

A stored current position is normally updated about every 30 seconds. The Customer and Merchant may each see it for their own order. From job acceptance until completion, including travel to the Merchant, a live position may be transmitted about every five seconds on a private channel. Only the Customer for that job receives that live feed; the Merchant is not admitted to it.

During an active job, Co-Mover records a location trail for service, safety and dispute purposes. Authorized Co-Mover staff may review that trail for those purposes. The Merchant cannot see the stored location trail.

A Driver cannot manually go offline during an active job. The system can set a Driver offline automatically when a required document expires, location updates stop or a shift ends. Collection is limited to the online state and the applicable shift; going offline clears the stored current position.

Before the app first asks for location permission, it explains what is collected, when and why. On Android, background location continues only while the Driver is online, with an ongoing notification shown the whole time. The current Android app does not request a separate background-location permission. On iPhone, the Driver app uses “Always” location permission for this online-shift background tracking; this does not authorize tracking while offline.

9. Customer and Merchant location

The Customer app can use your device's precise location, only while the app is open, when you choose "Use my current location" to fill in an address. The app asks for permission first, and you can always type or select an address instead. The Customer app does not collect location in the background.

The Merchant app does not collect device location and does not request a location permission. Co-Mover still holds location information that a user types or selects, including Customer pickup and drop-off addresses and Merchant business addresses, together with geocoded coordinates.

10. Communications and submitted content

We collect order messages between Customers, Drivers and Merchants, support conversations, questions and responses in the AI help assistant, feedback, ratings, photos, receipts and pickup or delivery evidence. Support staff may start a conversation, and a support conversation may relate to a particular order. Please submit only information relevant to the service or request.

Authorized staff can read order messages and support conversations when needed to provide support, review a dispute or investigate an incident. If authorized staff mark an order delivered, we record who performed the action and why. A delivery photo or status change is evidence for review and does not by itself determine every dispute.

11. Device, software and service-provider information

The apps do not include advertising, attribution or general-purpose analytics software. The following service providers and platform functions process limited information needed to deliver the service:

• Supabase: accounts, session management, database, private file storage and server functions. Co-Mover’s app and portal production database is hosted in Canada. Session tokens are stored in the phone’s secure storage, and server logs may contain IP addresses.
• Mapbox: map styles, fonts, tiles and address geocoding. When a map is displayed, Mapbox may receive the user's IP address, app information and the map resources or area requested. When a user enters or selects an address, Co-Mover sends the address text to Mapbox so it can be converted into map coordinates for pickup, drop-off, routing and service-area functions, including address searches in the Merchant web portal. When a Customer uses "Use my current location," Co-Mover sends the device's coordinates to Mapbox so they can be converted into an address. To show a route and estimate a trip, the Customer, Driver and Merchant apps send pickup and drop-off coordinates to Mapbox to request driving directions.
• Stripe: payment and payout processing. Stripe’s mobile software collects information about use of its payment components, including device model and operating-system version, to improve its products. By default, it also sends device characteristics and interaction signals for security and fraud prevention.
• Firebase Cloud Messaging: if notifications are enabled, Google issues an app-instance registration identifier or push token that Co-Mover stores so the Customer, Driver and Merchant apps can receive service notifications.
• Firebase Crashlytics: the Driver and Merchant apps include crash reporting; the Customer app does not. Reports may include a per-installation identifier, device model, operating-system and app versions, crash traces and diagnostic information about what the app was doing when it failed.
• Google Maps, Apple Maps or Waze: when a Driver chooses an external navigation app, Co-Mover sends the selected destination address to that provider.
• Anthropic (Claude): the AI help assistant is in the Customer and Driver apps and the Merchant web portal. Questions you type, together with the order details needed to answer them, including the assigned Driver’s name for order questions, are sent to Anthropic to generate a response.
• Vercel: hosts the Merchant and Driver web portals and processes requests and related technical information needed to serve and protect them.
• Website and email providers: our website hosting, security providers, Microsoft 365 and Resend email services process submissions, email content, recipient addresses, delivery status and related technical information needed to deliver, protect and respond through the website and enabled communications.

12. How we use personal information

We use personal information for the following purposes:

• create, authenticate, secure and support accounts and verify Driver and Merchant eligibility;
• match, rank and offer jobs, including staff-Driver priority, coordinate and track services, and apply the automatic availability and document-expiry rules described above;
• apply promo codes and account credit, calculate prices, fees and taxes, and process payments, tips, refunds, disputes, Driver earnings and Merchant compensation for cancelled orders;
• administer reimbursements, deductions, withdrawal requests and payouts, and issue receipts, receipt emails and payout notices;
• send job offers, order updates and other service messages, provide human and AI help, and resolve complaints, disputes and errors;
• protect users and Co-Mover, prevent fraud and misuse, investigate incidents and enforce applicable terms;
• maintain records, comply with law and respond to lawful requests; and
• operate waitlists and send launch or promotional communications where the recipient has consented or law otherwise permits.

13. Consent, choices and device permissions

We seek meaningful consent where required and identify purposes at or before collection. Some information is necessary to provide the requested account or service. If a user declines necessary information or permission, the affected feature may not work.

Device permissions can be changed in operating-system settings. Notifications can be turned off, subject to essential in-app service notices. Marketing consent can be withdrawn using the unsubscribe method in the message or by contacting us. Withdrawing consent does not affect earlier lawful processing and may not apply where collection, use or disclosure is permitted or required by law.

We do not currently use website-waitlist phone numbers for marketing text messages. We will request any consent required by law before introducing a marketing text-message program.

14. When we disclose information

We disclose only what is reasonably needed:

• among the Customer, Driver and Merchant to coordinate their own order, including names, contact or order details, instructions and relevant trip status;
• for location sharing as described in section 8, including the distinction between the Customer live feed and the less-frequent current position available for an order;
• to providers that host, secure, communicate, map, process payment, deliver notifications, diagnose crashes, provide AI help or otherwise support the service, subject to contractual and legal requirements;
• to professional advisers, insurers, auditors or financing parties where reasonably necessary and appropriately protected;
• where required or permitted by law, including for a court order, investigation, emergency, safety concern or protection of legal rights; and
• in connection with a proposed or completed financing, merger, sale or reorganization, with appropriate safeguards and only as permitted by law.

15. No sale or behavioural advertising

Co-Mover does not sell or rent personal information. The apps do not use personal information for third-party behavioural advertising and do not contain third-party advertising SDKs.

16. Processing outside Canada

Although the app and portal production database is hosted in Canada, Supabase, Stripe, Mapbox, Firebase/Google, Anthropic, Vercel, Microsoft 365, Resend and our website infrastructure providers may process or store personal information outside Alberta or Canada, including in the United States and in other countries where they or their subprocessors operate. They are authorized to process information only for the account, hosting, payment, fraud-prevention, mapping, notification, diagnostics, security, email, AI help and support purposes described in this policy. Information in another jurisdiction can be subject to that jurisdiction’s laws and may be accessible to its courts, law-enforcement or national-security authorities. Contact our Privacy Officer for current information about these providers and processing locations.

17. Retention and deletion

We keep personal information only as long as reasonably required for an identified purpose or a legal or legitimate business need. When information is no longer required, we securely delete it or render it non-identifying. The Customer, Driver and Store (Merchant) account-deletion request process is active, as is scheduled deletion of Driver location trails after 30 days and one-time Customer address records about an hour after use. The time-based schedules for old job details, job photos, replacement-item photos, ordinary, support and AI-assistant conversations, withdrawn applications, verification documents and sensitive audit logs are approved targets but are not yet automated or active. Until those controls are implemented and enabled, affected records may be kept longer than the target periods below unless they are removed during an authorized manual review. We will update this policy as the controls become active.

• Information used for an application decision: as Co-Mover's retention policy, information used for an unsuccessful Driver or Merchant application is kept for one year from the latest final decision so the applicant has a reasonable opportunity to request access or review. This is Co-Mover's policy and is not described here as a fixed period required by Alberta law.
• Current account-deletion process: account records, saved addresses, device tokens, notification records and preferences are deleted or made non-identifying after a verified Customer, Driver or Store (Merchant) deletion request is processed, except information that must remain for a documented reason. Payment records are retained without the deleted person's name. A saved address embedded in a job record follows the job-data rule below. Photos and conversations are handled separately under the retention entries below and authorized privacy review.
• Active matters: information needed for an active job, refund, chargeback or dispute is retained until the matter is resolved and then follows the normal schedule.
• Completed or cancelled jobs: our approved target is to remove addresses and precise pickup and drop-off coordinates, delivery instructions, notes and free-text rating comments 180 days after completion or cancellation. Numeric ratings may remain only in a non-identifying aggregate. Driver GPS trails follow the separate 30-day rule below. This scheduled process is not yet active, so job information may currently remain longer unless it is removed during manual review or a documented legal or business reason requires retention.
• Financial records: the minimum information needed for financial, accounting, tax and payout records is kept for six years from the end of the applicable fiscal year, or longer where law or an active matter requires it. A transaction does not remain linked to a deleted user where that link is not needed. Automated expiry of these records is not yet active.
• Driver location: the stored current position is cleared when a Driver goes offline. Scheduled deletion of active-job location trails after 30 days is active, unless the information is needed for an active complaint, safety incident, fraud investigation, insurance matter, dispute or legal hold.
• Ordinary in-app conversations: the approved target is 180 days after the related job is completed or cancelled. The conversation-deletion function is not yet enabled, so messages are currently retained until that schedule is activated or they are removed through an authorized manual review.
• Dispute conversations: the approved target is 24 months after the dispute is closed, subject to documented holds. This schedule is not yet active, even though the hold control described below is now available.
• Identity documents: applicable raw document copies are removed through the current manual account-deletion process. Automatic removal of rejected, withdrawn, expired or replaced documents is not yet active. Under the approved target schedule, rejected or withdrawn application documents are removed within 30 days of the latest final decision or withdrawal; a superseded Driver document is removed within 30 days after its replacement is approved; and a document that expires without replacement is removed after the Driver's access is suspended and a 30-day review period ends. An active appeal, investigation, dispute, insurance matter, legal requirement or legal hold may require longer retention. Where possible, we retain the verification result rather than the document copy.
• Driver and Merchant applications: the approved target for information from an application withdrawn before a decision is deletion or de-identification within 12 months, or sooner when no longer needed. Information used for an unsuccessful application is kept for one year from the latest final decision. Scheduled removal is not yet active. A documented appeal, legal, fraud, investigation or dispute need may require longer retention.
• Sensitive audit records: the approved target for identity-document release/access logs and personal-data export logs is 24 months from the logged event. Scheduled deletion is not yet active.
• Website waitlists and inquiries: reviewed at least annually and deleted or made non-identifying when no longer reasonably required. Limited consent and unsubscribe records may be retained as needed to demonstrate compliance and respect a communication preference.
• One-time Customer addresses: Addresses entered for a single order without saving are deleted about an hour after use. This active cleanup applies to the one-time address records; addresses embedded in job records follow the job-data rules.
• Job photos: Co-Mover’s approved target is 180 days after the related job is completed or cancelled for pickup, delivery and other job-evidence photos, including Shop & Deliver receipt photos. Replacement-item photos follow the separate 90-day target. Automated expiry is not yet active; documented disputes, safety, legal or insurance needs may require longer retention.
• Replacement-item photos: The approved target is 90 days after the related job is completed or cancelled, subject to documented holds. This schedule is not yet active.
• Support and AI-assistant conversations: The approved target is 24 months after a support matter closes, or after the last interaction in an AI-assistant conversation, subject to documented holds. The system does not yet have an automatic retention period configured for these conversations. This target is awaiting implementation, and records may currently remain longer unless removed through authorized review.

Before a manual deletion is completed, authorized staff review the request for an active complaint, appeal, chargeback, investigation, insurance matter or legal requirement. The hold control is available on the Privacy page in the admin portal. Only the Privacy Officer and specifically authorized senior administrators can place or remove a documented hold, and every hold action is logged. A hold pauses deletion only for the affected information, with the normal schedule resuming when the matter concludes.

Point-in-time recovery is not enabled for Co-Mover's Supabase database. Deleted database information may remain in protected rotating backups for up to seven days. Those copies are not used in ordinary operations and expire through normal backup rotation. Supabase database backups do not include uploaded verification files, so restoring a database backup does not restore a deleted file.

Co-Mover maintains audit records for certain sensitive administrative activities, including identity-document releases and personal-data exports. These records do not constitute a complete log of every routine access to information within our systems.

18. Access, correction, withdrawal and complaints

Subject to applicable law, an individual may request access to their personal information, ask how it has been used or disclosed, request correction, withdraw optional consent, request account deletion, or raise a concern about our privacy practices. We may need to verify identity before responding. Legal exceptions may limit access or deletion, and we will explain any refusal as required by law.

19. Account deletion requests

A Customer, Driver or Store (Merchant) may submit a verified account deletion request through our dedicated account-deletion page. The page is available even if the app has been removed. Enter the account type, full name, account email address and phone number. Do not send passwords, one-time codes, card details or identity documents.

Store (Merchant) account deletion is available through the same form. We verify that the requester is authorized to close the Store account and review active orders, menus and storefronts, historical orders and reviews, Stripe Connect balances, refunds, disputes and payouts. Records that must remain follow the retention rules in section 17.

We verify ownership through a contact channel associated with the account. After verification, Co-Mover aims to complete processing within 30 days, apply the retention rules in section 17, and confirm when the deletion process is complete. This is Co-Mover's service timeline, not a statement that PIPEDA or Alberta's PIPA creates a fixed 30-day deletion deadline. An account may become unavailable before retained records reach the end of their retention period.

You can also request account deletion from the app’s account settings. The website form remains available if the app has been removed.

20. Safeguards and privacy incidents

We use administrative, technical and physical safeguards appropriate to the sensitivity of the information, including access controls, private file storage, secure session storage, encryption in transit, vendor controls, retention limits and staff access on a need-to-know basis. No system is completely secure. We investigate suspected privacy incidents and notify affected individuals and regulators where required by law.

21. Children and account eligibility

Co-Mover accounts and delivery services are not directed to children and are intended for people legally able to create the applicable account and enter the relevant agreement. We do not knowingly seek personal information from children through the public website or apps. Contact us if you believe a child has provided personal information without appropriate authorization.

22. Changes to this policy

We may update this policy as the platform, service providers or legal requirements change. We will post the revised policy and “Last updated” date here and provide additional notice or seek consent when required by law.

23. Contact the Privacy Officer

Privacy Officer, MB RAYCO CORPORATION (operating as Co-Mover), Red Deer, Alberta, Canada. Email: business@co-mover.ca.

For customer questions about orders or receipt emails, contact info@co-mover.ca.

You may also contact the Office of the Information and Privacy Commissioner of Alberta or the Office of the Privacy Commissioner of Canada, as applicable. We encourage you to contact us first so we can try to address your concern directly.