Privacy Policy

Effective date: July 29, 2026

This Privacy Policy describes how Flex Way (“Flex Way,” “we,” “us,” or “our”) collects, uses, discloses, and protects personal information when you use our websites, customer portals, dispatcher tools, and the Flex Way Driver mobile application available on Google Play and the Apple App Store (collectively, the “Services”).

Flex Way respects your privacy and complies with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial requirements.

1. Scope

This policy applies to:

• Customers and business account users who book or manage deliveries;
• Drivers and contractors who use the Flex Way Driver mobile app or driver web tools;
• Visitors to flexway.ca and related Flex Way online properties; and
• Individuals whose information is provided in connection with a delivery (for example, pickup or drop-off contacts).

2. Information We Collect

2.1 Account and profile information

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

• Name, email address, phone number, and company details;
• Login credentials and authentication data for customer, driver, dispatcher, and admin accounts;
• Driver profile details such as contact information, vehicle or service eligibility information, availability status, approval/verification status, and account preferences; and
• Business billing and account administration details.

2.2 Delivery and order information

We collect information needed to provide courier and logistics services, including pickup and delivery addresses, contact names and phone numbers, package details, special instructions, service type, timing windows, order status history, and related operational notes.

2.3 Driver mobile app information

When you use the Flex Way Driver app, we may collect:

• Login and session data used to authenticate drivers and maintain secure access;
• Location / GPS data while a driver is handling an active, trackable delivery assignment, so dispatch and customers can support live tracking and operational coordination;
• Proof of Delivery (POD) photos captured with the device camera or selected from device storage;
• Electronic signatures captured on-device for delivery confirmation;
• Device and app usage information such as device type, operating system, app version, push notification tokens, and diagnostic/error data needed to operate and improve the app; and
• Communications related to dispatch, including assignment notices, acceptance prompts, status updates, and support messages between drivers and Flex Way operations.

2.4 Payment information

For customer payments, payment card details are processed by our payment provider (Stripe). Flex Way does not store full payment card numbers on its servers.

2.5 Communications

We may collect records of emails, in-app messages, push notifications, SMS/phone communications (where used), and support inquiries related to orders, driver assignments, billing, or account administration.

2.6 Website and technical data

We may collect IP address, browser type, device identifiers, pages viewed, referring URLs, and similar technical or usage data through cookies, logs, and analytics tools.

3. How We Use Information

We use personal information to:

• Create and manage customer, driver, and staff accounts;
• Authenticate users, including Driver app login;
• Accept, price, assign, fulfill, track, and complete deliveries;
• Communicate with customers, drivers, and dispatch regarding assignments, status changes, exceptions, and support;
• Enable driver navigation and route support using mapping services;
• Collect and store Proof of Delivery photos and electronic signatures as delivery evidence;
• Send operational notifications (including push notifications) about assignments, acceptance windows, pickup/delivery updates, and account activity;
• Calculate driver pay, generate invoices, process payments, and prevent fraud or misuse;
• Improve service quality, safety, reliability, and product functionality; and
• Meet legal, regulatory, audit, insurance, and dispute-resolution requirements.

4. Location Permissions (Driver App)

The Flex Way Driver app may request location permission to support delivery operations. Location data is used to:

• Help dispatch understand driver progress on active deliveries;
• Support customer tracking where enabled for an active order; and
• Improve operational coordination between drivers and Flex Way dispatch.

Location collection for tracking purposes is limited to periods when a driver owns an active, trackable assignment (for example, after acceptance and while the delivery is in progress). Location permission can be managed in device settings; however, declining location access may limit features required to complete deliveries.

5. Camera, Photos, and Signature Capture (Driver App)

The Driver app may request camera and/or photo library access so drivers can:

• Capture Proof of Delivery photographs at pickup or delivery;
• Upload delivery evidence required by Flex Way procedures; and
• Capture electronic signatures confirming receipt.

POD photos and signatures are stored as part of the delivery record and may be shared internally with Flex Way staff and, where operationally necessary, with the relevant customer or business account for proof of completion, dispute handling, and quality control.

6. Notifications

With your permission, we may send push notifications and other operational alerts to drivers and users. These may include new assignment notices, acceptance reminders, status changes, and dispatch communications. You can control push notification permissions in your device settings. Transactional or operational messages that are necessary to perform the Services may still be delivered through other channels (such as email or in-app notices).

7. Sharing of Information

We do not sell personal information. We may share information with:

• Drivers and contractors as needed to complete assigned deliveries;
• Customers and business accounts as needed for order status, tracking, invoicing, and Proof of Delivery;
• Service providers that help us operate the Services (for example hosting, payments, maps, messaging, and push notification infrastructure), under contractual confidentiality and security obligations; and
• Professional advisers, insurers, regulators, or authorities when required by law or to protect rights, safety, and security.

8. Third-Party Services

We use trusted third-party services to operate Flex Way. Depending on the feature, these may include:

• Google Maps / Google Routes — mapping, geocoding, and driving-route calculations used for delivery operations and driver navigation support;
• Firebase Cloud Messaging (Google Firebase) — push notification delivery for the Driver app and related operational alerts;
• Stripe — secure payment processing for customer charges; and
• Hosting, email, and infrastructure providers used to run flexway.ca and related systems.

These providers process information only as needed to provide their services to Flex Way and are subject to their own privacy practices and applicable agreements with us. We do not currently use Twilio as a core Flex Way integration described in this policy; if that changes, this policy will be updated.

9. Data Security

We implement administrative, technical, and physical safeguards appropriate to the sensitivity of the information we handle, including access controls, encrypted transport (HTTPS), authenticated APIs for the Driver app, and restricted staff access to operational data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Data Retention

We retain personal information for as long as needed to provide the Services, maintain delivery and Proof of Delivery records, meet accounting/tax/legal obligations, resolve disputes, and enforce agreements. Retention periods may vary by record type (for example account data, order history, POD images/signatures, and location history).

11. Your Rights and Choices

Subject to applicable law, you may request access to, correction of, or deletion of your personal information, or withdraw consent where consent is the basis for processing (subject to legal or contractual restrictions). Drivers and customers may also manage certain permissions directly on their devices (location, camera, photos, and notifications).

To exercise privacy rights, contact us using the details below. We may need to verify your identity before responding.

12. Children’s Privacy

The Services are intended for business and adult users. Flex Way does not knowingly collect personal information from children for the purpose of using the Driver app or booking platform.

13. Cookies and Similar Technologies

Our websites may use cookies and similar technologies to maintain sessions, remember preferences, improve usability, and analyze traffic. You can control cookies through your browser settings; disabling cookies may affect some website features.

14. International and Cross-Border Processing

Flex Way primarily operates in Canada. Some service providers may process or store data in other countries. Where that occurs, we take steps consistent with applicable Canadian privacy requirements.

15. Updates to This Policy

We may update this Privacy Policy from time to time. The effective date above (and the “Last updated” date shown on this page) will be revised when changes are posted. Continued use of the Services after an update means you acknowledge the revised policy.

16. Contact

For privacy questions, requests, or concerns:

• Email: privacy@flexway.ca
• General support: admin@flexway.ca
• Website: https://flexway.ca

Flex Credits

Flex Credits have no cash value and cannot be redeemed for money.