1. Send your request
Email hello@backway.ca from your registered email address with the subject Backway Account Deletion Request. Include:
- your full name;
- the email address and phone number registered to the account;
- whether you use Backway as a user or driver; and
- your account ID, if available.
2. Verification
For account security, the request must come from the registered email address and the details must match the account. If we cannot match the request, support will explain what additional non-password account information is needed before deletion can proceed.
3. Resolve open activity
Active shipments, payments, driver payouts, refunds, chargebacks, safety reports, or disputes must be completed or resolved before the account can be permanently deleted. We will restrict optional uses of the account where practical while the remaining obligation is resolved.
4. What deletion does
Once approved, deletion disables access to the account and removes or anonymizes profile information and other personal information that is no longer needed. Ratings, reviews, shipment history, or operational records may be anonymized so they no longer identify the account holder while preserving marketplace integrity.
Deletion is permanent. You will not be able to recover the account, its history, or its settings after completion.
5. Information we may retain
Backway may retain limited information when required for financial and tax records, fraud prevention, safety, chargebacks, disputes, legal claims, or compliance. Canadian financial and transaction records may need to be kept for at least six years from the end of the relevant year. Retained information is restricted to those purposes and removed or anonymized when the requirement ends.
6. Timeline and support
We complete deletion or anonymization within 30 days after the request is verified and open obligations are resolved. Backup copies expire through normal backup cycles and are not restored for ordinary business use.
If you cannot access the registered email address, contact hello@backway.ca for account-recovery guidance. The deletion request cannot be approved until it is sent from the registered email address.