Privacy policy

1. What we collect

Account details: your phone number, name and email address, and if you sign in with Google or Apple, the name and email they share with us.

Delivery details: pickup and drop-off addresses, item descriptions, delivery times, and the price and status of each delivery.

Location: while a delivery is in progress, the driver's live location so you can follow it. Customers' locations are collected only when you choose to use your current location as an address.

Payment: payments are processed by our payment provider. We keep a record of the transaction, but not your full card number.

Device and usage data: the kind of device and browser you use, your IP address, and how you use the website and apps, including crash reports.

Messages: what you send us through the contact form, email or support chat, and messages between you and your driver about a delivery.

2. How we use it

To provide the service: matching you with a driver, running the delivery, taking payment, sending receipts and delivery updates by SMS, push notification or email.

To keep Proloda safe: verifying phone numbers, screening drivers, preventing fraud and investigating incidents.

To support you: answering questions and resolving problems with a delivery.

To improve Proloda: understanding how the website and apps are used so we can fix issues and build better features. Analytics on the website run only after you accept cookies.

To contact you about Proloda: service messages are always sent. Marketing messages are sent only if you have agreed, and you can opt out at any time.

3. Who we share it with

Drivers see what they need to complete your delivery: your first name, the addresses, the item description and a way to contact you about the delivery. Customers see the driver's first name, photo, vehicle and live location.

Service providers who work for us: cloud hosting, SMS and email delivery, payment processing, maps, authentication and analytics. They may only use your information to provide their service to us.

Authorities, when the law requires it or to protect the safety of our drivers, customers or the public.

We do not sell your personal information.

4. Cookies and analytics

The website uses strictly necessary cookies to remember your language and keep you signed in. Google Analytics is loaded only if you accept it in the cookie banner, and you can change your choice at any time with the Cookie settings link in the footer.

5. Where your information is stored

Proloda operates from Canada. Some of our service providers store or process information in the United States or other countries, where it may be subject to local laws. We choose providers that commit to protecting it.

6. How long we keep it

We keep your account information while your account is open. Delivery records are kept for as long as needed for accounting, tax, insurance and dispute purposes, usually seven years. Live location data is kept only as long as needed to show and reconstruct a delivery. When you close your account, we delete or anonymise your information unless we are required to keep it.

7. Your choices and rights

You can view and update your name, email and phone number in the app. You can ask us for a copy of the personal information we hold about you, ask us to correct it, or ask us to delete your account. Email support@proloda.com and we will respond within 30 days.

You can turn off push notifications and location access in your device settings, and opt out of marketing messages using the link in any message. Some features will not work without location or notifications.

8. Security

We protect your information with encryption in transit, access controls and monitoring. No system is perfectly secure, so if you believe your account has been compromised, contact us right away.

9. Children

Proloda is not for anyone under 18, and we do not knowingly collect information from children. If you believe a child has given us personal information, let us know and we will delete it.

10. Changes to this policy

We may update this policy as Proloda changes. We will post the new version here and, if the changes are significant, tell you in the app or by email.

11. Contact

Questions or concerns about your privacy? Email support@proloda.com. You also have the right to complain to the Office of the Privacy Commissioner of Canada.