Privacy Policy

TowGo Logistics is an Ontario-based corporation whose principal activities include computing infrastructure provision, data processing, web hosting, and related digital services. We operate the TowGo platform, a digital marketplace connecting vehicle owners ("Customers") with independent, licensed tow truck operators ("Drivers"). All Drivers using the platform are independent contractors, not employees of TowGo.

As the operator of this platform, TowGo acts as the data controller for personal information collected through our services. Our data processing activities are carried out in accordance with Canadian privacy law.

Account Information: When you create an account, we collect your full name, email address, phone number, and password credentials. For Drivers, we additionally collect vehicle information (make, model, year, plate number), driver's licence details, Ontario Tow Truck Driver Certificate information, CVOR certificate number, vehicle insurance policy details, vehicle ownership documentation, and banking/Stripe Connect information for payout processing.

Transaction Information: We collect details of service bookings, including service type, vehicle weight class, pickup and drop-off addresses, pricing breakdown (base rate, distance fee, surge multiplier, HST, deposit, commission, driver earnings), payment method details (processed and stored by Stripe — we receive only the last four digits of your card), transaction history, and payout records.

Location Information: When you use the Platform, we collect real-time GPS location data to facilitate Driver-Customer matching, provide estimated arrival times, enable live trip tracking, calculate distance-based pricing, and display navigation routes. Location data is collected only while the app is actively in use or while a Driver is online and available.

Communications: We store in-app chat messages exchanged between Customers and Drivers, including text messages and image attachments. We also retain OTP verification codes used for service confirmation and any correspondence you send to our support team.

Photos and Media: Drivers upload vehicle photos, destination photos, and service completion photos through the Platform. Customers may upload vehicle photos when creating a booking. These images are stored securely on Firebase Storage with access controls.

Usage and Device Information: We automatically collect device type, operating system, browser type, IP address, app version, pages visited, features used, time stamps, and crash/error logs for performance monitoring and improvement.

We use the personal information we collect for the following purposes:

Service Delivery: To operate the TowGo marketplace, match Customers with available Drivers, process bookings, calculate pricing, facilitate in-app communication, enable real-time tracking, process payments and Driver payouts through Stripe, verify service completion via OTP and photo evidence, and manage cancellations and refunds.

Account Management: To create and maintain your account, verify your identity, process Driver applications and document verification, manage subscription plans and commission tiers, and communicate service-related notices (booking confirmations, status updates, payment receipts).

Safety and Security: To verify Driver credentials and licensing, detect and prevent fraud or unauthorized access, enforce our Terms of Service, resolve disputes between users, and comply with legal obligations.

Platform Improvement: To analyze usage patterns and improve platform features, monitor system performance and fix technical issues, develop new features and services, and generate aggregate, anonymized analytics.

We do not use your personal information for automated decision-making or profiling that produces legal effects, and we do not sell your personal information to third parties.

Between Platform Users: When a booking is created, we share limited information between the Customer and Driver, including names, phone numbers (for emergency contact only), vehicle details, pickup/drop-off locations, pricing, and real-time location during active trips. Chat messages are visible to both participants and to TowGo administrators for dispute resolution purposes.

Payment Processor (Stripe): We share transaction data with Stripe for payment processing, including Customer payment method information, Driver payout details, and booking amounts. Stripe processes and stores payment data in accordance with PCI-DSS Level 1 standards. Stripe's privacy policy governs their handling of this data.

Service Providers: We may share information with third-party service providers who assist us in operating the Platform, including Firebase (Google) for database hosting and authentication, Google Maps for location and navigation services, and email/notification delivery services. These providers process data on our behalf under contractual data processing agreements.

Legal and Regulatory: We may disclose personal information when required by law, regulation, legal process, or governmental request; when necessary to protect the rights, safety, or property of TowGo, our users, or the public; or in connection with the investigation of fraud, security incidents, or violations of our Terms.

Business Transfers: In the event of a merger, acquisition, reorganization, or sale of assets, your personal information may be transferred to the acquiring entity, subject to applicable privacy laws.

We do not sell, rent, or trade your personal information to third parties for their marketing purposes.

Your personal information is stored on Firebase (Google Cloud Platform) servers. While Google Cloud operates globally, we configure our services to use Canadian data regions where available.

We implement industry-standard security measures to protect your information, including encryption in transit (TLS/SSL) and at rest, Firebase Authentication with secure token management, Firestore security rules restricting data access to authorized users, Firebase App Check to prevent unauthorized API access, role-based access controls (Customer, Driver, Admin), and regular security monitoring and access logging.

Despite our efforts, no method of electronic storage or transmission is 100% secure. We cannot guarantee absolute security of your information. In the event of a data breach affecting your personal information, we will notify you and the Office of the Privacy Commissioner of Canada as required by PIPEDA's breach notification requirements.

We retain your personal information for as long as your account is active and as needed to provide our services. Specific retention periods include: account information retained for the duration of your account plus 3 years after deletion; transaction and booking records retained for 7 years for tax and legal compliance; chat messages retained for 2 years after booking completion; location data retained for 90 days in detailed form, then aggregated; Driver credential documents retained for 3 years after account closure; and photos (vehicle, destination, completion) retained for 1 year after booking completion.

Upon account deletion, we will remove or anonymize your personal information within 30 days, except where retention is required by law or for legitimate business purposes as outlined above.

Under the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Ontario law, you have the following rights:

Right of Access: You may request access to the personal information we hold about you. We will respond to your request within 30 days.

Right to Correction: You may request correction of inaccurate or incomplete personal information. You can update most account information directly through the Platform.

Right to Withdrawal of Consent: You may withdraw your consent to the collection, use, or disclosure of your personal information at any time, subject to legal or contractual restrictions. Note that withdrawal of consent may affect your ability to use the Platform.

Right to Deletion: You may request deletion of your personal information by contacting us or by deleting your account through the Platform. Deletion requests are subject to our retention obligations described in Section 6.

Right to Complain: If you believe we have handled your personal information inappropriately, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) or the Information and Privacy Commissioner of Ontario (www.ipc.on.ca).

To exercise any of these rights, please contact our Privacy Officer at business@towgologistics.ca.

The TowGo web application uses essential cookies and local storage for authentication session management, user preference storage (theme settings), and security tokens. We do not use advertising cookies or third-party tracking cookies.

Our Platform may use Firebase Analytics to collect anonymized usage data for service improvement. You may opt out of analytics data collection through your account settings.

Drivers on the TowGo platform are independent contractors. The personal and business information collected from Drivers — including licensing documents, insurance certificates, vehicle registrations, banking details, and earnings records — is collected solely for the purpose of facilitating marketplace operations, verifying compliance with Ontario regulations, and processing financial transactions.

TowGo does not use Driver data for employment-related purposes, as no employment relationship exists. Drivers are responsible for their own tax reporting and filings. TowGo may issue tax information slips as required by the Canada Revenue Agency.

The TowGo Platform is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child under 18, we will take steps to delete that information promptly.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will post the updated policy on the Platform with a revised "Last updated" date. Material changes will be communicated via in-app notification or email. Your continued use of the Platform after any changes indicates your acceptance of the updated policy.

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact:

Privacy Officer TowGo Logistics Ontario, Canada Email: business@towgologistics.ca Website: towgologistics.ca

We will respond to all privacy inquiries within 30 days.