1. Scope and privacy contact
This policy applies to the Backway website, mobile application, support channels, and Canadian intercity marketplace services. Backway operates the technology platform that connects people requesting shipment delivery with independent drivers.
The Backway Privacy Officer is responsible for our privacy practices. Questions, requests, and complaints may be sent to hello@backway.ca or mailed to 5607 rue ephrem-longpre Montreal, Quebec, Canada, H1T3W7.
2. Information we collect
Depending on how you use Backway, we may collect:
- Account and profile information: name, email address, phone number, profile photo, preferred language, account type, and authentication records.
- Driver verification information: government-issued identification, driver or profile photos, licence information, and vehicle registration or other vehicle documents.
- Shipment information: pickup and delivery cities or addresses, shipment description, size, weight, photos, delivery preferences, and recipient name and contact information.
- Trip and location information: routes, current and passing cities, approximate device location when you enable it, and shipment status or checkpoint updates.
- Marketplace activity: requests, offers, counter-offers, accepted prices, cancellation reasons, ratings, reviews, support messages, and delivery confirmation events.
- Transaction information: amounts, currency, payment status, processor references, refunds, and driver payout records. Payment-card or bank credentials are handled by our payment provider rather than stored by Backway.
- Technical information: IP address, device and browser information, app version, security logs, crash or diagnostic information, and website interaction data.
If you provide recipient information or information about another person, you are responsible for having authority to provide it for the shipment.
3. How we collect information
We collect information directly from you when you create or update an account, publish a trip, request a shipment, negotiate, pay, communicate with support, submit the website contact form, or rate another user. We also receive service events from matched users, independent drivers, payment and verification providers, and the devices used to access Backway.
4. How we use information
We use personal information to:
- create, secure, and administer accounts;
- verify drivers and vehicles;
- match shipment requests with compatible routes;
- support price negotiation and provide non-binding AI price guidance;
- process transactions, refunds, and payouts through approved providers;
- show shipment progress and confirm pickup or delivery using OTP events;
- provide customer support and communicate service or safety notices;
- prevent fraud, misuse, and security incidents;
- improve platform reliability and user experience; and
- meet legal, tax, accounting, and regulatory requirements.
5. Location and automated tools
Backway may request access to approximate location for route matching, trip progress, and safety features. Location access must be enabled through your device settings and may be disabled there, although doing so can limit location-dependent features.
AI price suggestions use shipment details such as route, distance, and configured price assumptions. They are guidance only: users and drivers remain free to negotiate, accept, reject, or counter an offer. Backway does not use the price suggestion alone to make a final decision that binds you.
6. When we share information
We may share only the information reasonably needed with:
- Matched users and drivers, so they can evaluate a request, communicate, complete pickup and delivery, and resolve an issue;
- service providers, including payment processing, identity verification, hosting, communications, maps, security, analytics, and customer-support providers;
- professional advisers and authorities, when reasonably necessary to comply with law, protect people or property, investigate fraud, or handle a legal claim; and
- a successor organization, as part of a merger, financing, sale, or reorganization subject to appropriate safeguards.
Backway does not sell personal information.
7. Website technologies
The website contact form collects the information you submit and uses an IP-based rate limit to reduce abuse. It also uses Google reCAPTCHA to help identify automated submissions. Essential WordPress, security, language, and similar technologies may be used to operate the website. Browser or device controls can limit some technologies, but parts of the service may then work differently.
8. Processing outside Quebec
Some providers may process or store information outside Quebec or Canada. Information in another jurisdiction can be subject to that jurisdiction's laws. Backway evaluates service providers and uses contractual, organizational, and technical safeguards appropriate to the sensitivity of the information.
9. Retention and destruction
We keep information only for as long as needed for the purposes described in this policy, to operate an active account, or to meet legal obligations. Canadian financial and transaction records may be retained for at least six years from the end of the relevant year. Records connected to fraud, safety, a dispute, or legal proceedings may be kept until the matter and any required retention period end.
After a verified deletion request, account information is deleted or anonymized within 30 days once active shipments, payments, payouts, refunds, or disputes are resolved. Information that must be retained is restricted to the required purpose and securely destroyed or anonymized when retention is no longer necessary. Residual backup copies expire through normal backup cycles.
10. Security
We use administrative, technical, and physical safeguards proportionate to the nature and sensitivity of the information, including access controls, protected communications, monitoring, and provider oversight. No online service can guarantee absolute security. Please use a strong password, protect OTP codes, and contact us promptly if you suspect unauthorized account activity.
11. Your privacy rights
Subject to applicable law, you may ask to access or correct personal information, obtain eligible computerized information in a structured and commonly used format, withdraw consent for optional uses, request deletion, or make a privacy complaint. Withdrawal of consent does not affect prior lawful processing and may limit features that depend on the information.
Send a written request from your registered email to hello@backway.ca. We may take reasonable steps to verify identity before responding. Access and correction requests are handled within the period required by applicable law, generally within 30 days for Quebec private-sector requests.
12. Age, changes, and contact
Backway accounts are intended for people aged 18 or older. We may update this policy when our services or legal obligations change. Material changes will be communicated through the website, application, or another appropriate channel, and the fixed update date above will be revised.
Contact the Backway Privacy Officer at hello@backway.ca, +15145493037, or 5607 rue ephrem-longpre Montreal, Quebec, Canada, H1T3W7.