Privacy Policy

Account and identity

Riders and drivers may create accounts using email and password, or via Apple or Google sign-in. We store authentication identifiers, email address, phone number (when verified), name, preferred name, profile photo (optional), date of birth (if provided), and account status flags (for example active, suspended, or deletion requested).

Phone numbers may be verified using one-time passwords delivered by SMS. Apple Sign In may provide a private relay email address and an Apple user identifier rather than your real email address, and that is fine with us.

• We require a minimum password length and apply standard credential protections.
• Drivers are associated with a franchise or market at signup and must complete compliance checks before going online.

Location information

Location is fundamental to a rideshare service. Without it we cannot match you to a driver, quote a fare, navigate, or confirm that a trip happened.

Rider app: we request location while you are using the app (when-in-use) to set pickup points, show nearby drivers, and estimate routes. We do not collect rider location in the background.

Driver app: when you are online or on a trip, we collect precise location to match rides, support navigation, verify trip distance, and complete trips. Collection continues in the background during active service so that dispatch and navigation remain accurate when the screen is locked. This is disclosed at the point you grant the permission, and your device will indicate when background location is in use.

Saved addresses and trip pickup and dropoff points are stored as geographic coordinates together with associated address text.

• You can revoke location permission at any time in your device settings. Doing so will prevent core functions of the Services from working.
• Drivers who revoke background location will not be able to go online.

Payments and financial information

Card payments are processed by our payment processor. We store processor-issued customer and payment-method identifiers, card brand, the last four digits, expiry month and year, and an optional cardholder name or nickname. We do not store full card numbers or security codes on Goose Cabs systems, and our staff cannot view them.

Drivers who receive payouts are onboarded to the processor's connected-account service. We store the connected-account identifier and payout status needed to pay earnings. Banking details are held by the processor, not by us.

Trip records include fare components, tax, tips, authorization and capture status, refunds, cancellation fees, waiting charges, promotional discounts, and settlement fields related to municipal transit-token programmes where those apply.

Trips, ratings, and support

We store trip history including status timeline, pickup and dropoff locations, scheduled pickup times, vehicle category, assigned driver and franchise, route and fare calculations, and related events.

After a completed trip, riders and drivers may submit star ratings, optional written comments, and optional tags. Ratings are used to maintain service quality and safety, and are described further under Automated decision-making below.

Support cases may include message text and any images you choose to upload. Please do not include information in a support message that is not needed to resolve your issue.

Driver and vehicle compliance information

For drivers we collect licensing information (including licence number, class, issuing authority, and expiry), medical certificate details where required, background-check and training status, emergency contact details, tax registration numbers where required, and vehicle details including registration, insurance, and inspection records.

Driver and vehicle documents are uploaded for review by franchise or platform administrators. Access to a stored document is restricted, requires a recorded reason, and is logged.

Compliance documents are deliberately retained rather than deleted in the ordinary course, because transportation regulators, insurers, and safety obligations require us to hold them and produce them on request. This is explained in detail under Retention below.

Tax information

Where a driver is paid by Goose Cabs, we collect the tax registration number required to release payouts, and we produce an annual earnings summary to assist the driver with their own filing.

We do not collect Social Insurance Numbers. If a legal reporting obligation ever requires us to, we will update this Policy and give you notice explaining the specific purpose before we collect it, as the law requires.

• We will never ask for a Social Insurance Number by email, SMS, or telephone. Treat any such request as fraudulent.
• We do not use any tax identifier for identity verification, credit assessment, or any purpose other than one required by law.

Devices, technical, and communications data

We store device tokens for push notifications, together with platform, device model, operating system version, app version, and last-used time. You can revoke devices from account settings where available.

We automatically collect technical information when you use the apps, including app version, platform, session identifiers, and coarse diagnostic data used to keep the Services working.

We record the internet protocol (IP) address and browser or device user agent your request comes from. We use these for security and fraud prevention, to rate-limit abuse, and to evidence consent, for example the address a request came from when you accepted these terms.

An IP address can be used to infer an approximate location, and our diagnostics and usage analytics providers do this. That inference gives a city, province or state, country, the first part of a postal code, and a set of coordinates for the centre of that area, together with an accuracy radius that is typically several kilometres. It describes the area your connection appears to be in. It is not the position of your device, and it is not derived from your device location settings. This is entirely separate from the precise GPS location described above, which we collect only for the trip purposes stated there, and only with your permission.

We store your notification and privacy preferences, including push, email, SMS, marketing, trip updates, safety alerts, and related toggles.

Some information is kept only on your device, such as recently used destinations, and is removed when you delete the app.

Diagnostics and usage analytics

We use two different kinds of measurement, and we treat them differently.

Diagnostics and crash reporting are always on while you use the apps. When the app encounters an error or crash, we collect technical information about what went wrong, including the screen you were on, the app and device state, and an internal account identifier. This is necessary to keep the Services safe and functional, and it cannot be turned off separately from using the app. It is not used to build a profile of you or for marketing.

Usage analytics measures how features are used so that we can improve them, for example how many people complete a booking or where a flow is confusing. It is on by default and it is optional: you can turn it off at any time under Privacy settings in the app, and turning it off does not reduce any functionality.

Usage analytics events are linked to your account through an internal account identifier, so we can follow a journey through the app rather than count anonymous taps. We do not call this anonymous, because it is not. These events record which steps happened and in what order, for example that a booking reached the payment step, together with the type of ride and whether a promotion was applied. They also carry your device model, operating system and app version, and an approximate location derived from your network address, described below.

What these events do not contain is your name, email address, telephone number, your pickup or destination addresses, the precise GPS location of your device, or any payment card or bank information.

Where our diagnostic tools capture a recording or reconstruction of app screens to help us diagnose a fault, we configure them to mask sensitive fields, and we describe that capability here so you are aware of it. This information is retained for a short period and used only to investigate faults.

• We do not use advertising identifiers.
• We do not track you across other companies' apps or websites.
• We do not run advertising or behavioural profiling in the apps.

Administrative and franchise operations

Franchise and platform administrators access operational information needed to manage trips, drivers, vehicles, finance, promotions, and support. Access is limited by role and by franchise.

Sensitive fields are masked by default in administrative views and can be revealed only by an authorized person, with a recorded reason, and the reveal is written to an audit log.

Platform administrators may temporarily act within a franchise context to provide support. This is limited, time-bounded, and audited.

Internal notes written by staff about an account or a support case are working records for our own operational and safety purposes. They are not shown to the account holder in the apps. You may still request access to your personal information under Your rights below, and we will respond as the law requires.

Goose AI phone booking

If Goose AI phone booking is authorized and made available in your market, and you use it, we process call audio and related metadata as needed to understand your request, validate service areas, create or manage bookings, and transfer you to a human dispatcher when required.

You will be notified at the start of the call that the call is handled by an automated system and may be recorded or transcribed. If you do not consent, you may end the call and book through the app instead, or ask to be transferred to a person.

Voice bookings may create or update a rider profile. Recordings and transcripts are retained for a limited period for quality, safety, dispute resolution, and system improvement, and are then deleted.

Public website forms

The public website at goosecabs.ca collects an email address when you join the Camrose waitlist, and may collect your name, email address, a topic, and a message when you use Help & contact. Waitlist collection is also described in the Camrose waitlist notice.

A Help & contact submission is kept so we can review and reply to your question. It is separate from rider and driver accounts. It does not create an account or add you to launch emails.

Those forms also use a background Cloudflare Turnstile check to help prevent automated submissions. There is normally no checkbox to complete. Cloudflare’s Turnstile Privacy Addendum describes that check: https://www.cloudflare.com/turnstile-privacy-policy/

Please do not include passwords, payment card details, identity documents, or other sensitive information in a website message.

What we do not collect

To be explicit, because these are commonly asked about in this industry:

• We do not collect biometric information, and we do not use facial recognition or face matching at signup or during a shift.
• We do not record audio or video inside vehicles, and we receive no footage or audio from any vehicle. Some drivers operate their own dashcam or similar device, as many motorists do. Such a device is the driver's own equipment, operated for the driver's own purposes. Goose Cabs does not supply, require, control, or access it, and cannot obtain a recording from it on your behalf.
• We do not collect full payment card numbers or card security codes.
• We do not collect information about your health, religion, political opinions, or sexual orientation, other than accessibility needs you voluntarily tell us in order to receive appropriate service.
• We do not purchase personal information from data brokers.

New purposes

If we want to use your personal information for a purpose that is materially different from those listed above and not otherwise permitted by law, we will identify that purpose and obtain your consent before doing so.

Human review of consequential decisions

Decisions with a significant effect on a person, in particular suspending or removing a driver or a rider from the platform, are reviewed by a person before they take effect, except where an immediate suspension is necessary to address a safety risk. In that case, review follows promptly.

If an automated decision has affected you and you would like it explained or reconsidered, contact support@goosecabs.ca and we will have a person review it. You have the right to know the principal factors used.

Who our service providers are

We name our service providers so that you can read their own privacy practices if you wish. Each is engaged under a written agreement that limits it to using personal information only to provide its service to us, requires appropriate security safeguards, and prohibits use for its own purposes. We provide only the information the provider needs.

• Payments and driver payouts: Stripe.
• Cloud hosting, database, and file storage: Supabase, and the cloud infrastructure providers it and we rely on.
• Maps, geocoding, routing, and navigation: Mapbox, and Google for navigation components in the driver application.
• Account sign-in, where you choose it: Apple and Google.
• Push notifications: Expo, delivered through Apple and Google notification services.
• Email delivery: Microsoft Azure Communication Services.
• SMS and one-time passcodes: Twilio.
• Diagnostics and error monitoring: Sentry.
• Usage analytics: PostHog.
• Telephone booking: the telephony and speech providers supporting Goose AI.

Internal operational tooling

We also use background processing, alerting, and logging tools that support our own operations. Where these handle personal information, they are bound by the same contractual restrictions described above and are covered by this Policy.

If you would like the current, complete list of service providers, including those used only for internal operations, contact support@goosecabs.ca and we will provide it.

Law enforcement, legal process, and emergencies

We disclose personal information to a government authority, regulator, or law enforcement agency where we are legally required to do so, for example under a subpoena, production order, warrant, or statutory obligation, or where the law otherwise permits disclosure.

We review each request. We require lawful authority appropriate to the information sought, we disclose only what the request covers, and we decline or seek narrowing where a request is overbroad or lacks authority.

In an emergency where there are reasonable grounds to believe that someone's life, health, or security is threatened, we may disclose relevant information without consent, and we will notify the affected individual afterwards where the law requires and where doing so would not compromise the investigation.

Transportation regulators may require us to produce driver and vehicle compliance records, and we are required to comply.

Trip addresses can be requested by the City of Camrose

Camrose's Vehicle for Hire Bylaw requires every vehicle-for-hire business, on request from a City Licensing Officer or a member of the Camrose Police Service, to give full information about the address a passenger was driven to or from.

If we become licensed and begin providing rides in Camrose, this municipal obligation will apply to those trip records. It does not mean we are currently taking rides or already hold a Camrose vehicle-for-hire licence. We describe it now so future riders know that pickup and dropoff addresses may be producible to the City on request.

We still apply the review described above: we confirm the request comes from a person with authority to make it, and we provide only the information the bylaw requires.

No sale, no advertising

We do not sell personal information as that term is commonly understood, and we do not share personal information for cross-context behavioural advertising. If we ever introduce a feature that would change this, we will update this Policy and obtain any consent required by law before doing so.

What happens when you ask us to delete your account

If you request account deletion, we begin a grace period during which your account is deactivated and drivers are taken offline. During that period you may cancel the request by signing in.

Deletion may be blocked while you have a trip in progress, or, for drivers, while you have an unsettled balance or an open compliance or safety matter.

After the grace period we remove your ability to sign in and we remove your personal details, including your name, contact information, profile photo, saved addresses, and stored payment methods. We can no longer contact you and you can no longer access the account.

At the same time we instruct our service providers to delete what they hold about you, including your usage analytics record. Some of them process deletions in scheduled batches rather than instantly, so a small amount of information can persist on their systems for a short period, typically up to about a week, before it is cleared. The deletion is requested immediately; only the completion is delayed.

What we must keep, and why

The following are retained after account deletion because we are legally required to keep them. They are kept for the stated purpose only. They are not used to contact you, to market to you, or to build a profile of you.

• Financial and transaction records, including trip charges, refunds, driver earnings, and tax records. Canadian tax law requires businesses to retain records supporting their filings for a defined period.
• Driver and vehicle compliance documents, including licence, background check, medical certificate, insurance, registration, and inspection records. Transportation regulation requires an operator to collect, retain, and produce these on request, including after a driver leaves the platform.
• Trip records to the extent needed for accounting, insurance, safety, and legal defence.
• Records subject to a legal hold, as described below.

Legal holds

Where litigation, an insurance claim, a regulatory investigation, or a law-enforcement matter is active or reasonably anticipated, retention of the relevant records is extended until the matter concludes and any appeal period expires. A legal hold overrides scheduled destruction.

Records kept after removal for safety reasons

If an account is removed for safety or serious misconduct reasons, we retain a non-reversible record derived from certain identifiers so that the same individual can be recognised if they attempt to rejoin the platform. This record cannot be used to reconstruct the original information.

This is created only where an account is removed for cause. It is not created when you close your account yourself, and it is not created for inactivity or ordinary deactivation.

Retention periods

We maintain an internal retention schedule setting out how long each category of information is kept and when it is destroyed. For the specific period that applies to a category of information about you, contact support@goosecabs.ca and we will tell you.

If there is a breach

If personal information under our control is lost, accessed without authorization, or disclosed without authorization, and there is a real risk of significant harm to an individual, we will notify the appropriate privacy commissioner and the affected individuals as required by law, without unreasonable delay.

Our notice will describe what happened, what information was involved, what we are doing about it, and what steps you can take to protect yourself. We maintain records of security incidents as the law requires.

How to make a request

Email support@goosecabs.ca from the address on your account with the subject "Privacy request" and tell us what you need. We may need to verify your identity before we act, and we will only ask for the information necessary to do so.

We respond within the time limits set by applicable law, ordinarily within thirty days. If we need more time, we will tell you before that period expires, explain why, and tell you when to expect our response.

We do not charge a fee for a routine access request. If a request would involve a significant cost, we will tell you the estimated cost before proceeding and give you the opportunity to withdraw or narrow the request.

If we refuse a request in whole or in part, we will tell you in writing, explain the reason, and tell you how to complain.

Limits on access

The law allows or requires us to withhold certain information from an access request, for example information that would reveal personal information about another individual, information subject to solicitor-client privilege, information generated in a formal dispute resolution process, and information whose disclosure could reasonably be expected to threaten someone's safety or compromise an investigation. Where we withhold information, we will tell you that we have done so and why, to the extent we are permitted to.

Complaints

Please raise any concern with our Privacy Officer first at support@goosecabs.ca. We take complaints seriously and will investigate.

If your concern remains unresolved, you may contact the Office of the Information and Privacy Commissioner of Alberta, the Office of the Privacy Commissioner of Canada, or the privacy commissioner for your province, as applicable.