Your information, and what we do with it

What we collect

When you book a ride

The booking form asks for the passenger’s name, who is booking and how to reach them, the pickup and drop-off addresses with any access notes, the date and times, and how the trip is being paid for. It also asks for the details that decide which vehicle and crew we send:

• How the passenger travels — stretcher, wheelchair, or walking with help.
• Weight range, when a stretcher or wheelchair is involved, because our equipment has limits.
• Whether the passenger travels with oxygen.
• Anything the crew needs to know to move someone safely: hip precautions, a recent surgery, dementia, low vision, a fall risk.

That last group is health information about the passenger. We ask for the minimum we need to carry someone safely, and we would rather you left a box empty than guessed. You can always call dispatch on 343-596-6020 and give those details by phone instead.

Most bookings are made by someone other than the passenger — a daughter, a support worker, a discharge planner. If you book for someone else, we take it that you have their permission, or the authority, to share these details with us.

When you contact us

The contact and healthcare-partner forms collect your name, your organisation and role if you give them, your email address or phone number, and your message. We ask people not to put detailed medical information in a general enquiry, and we do not need it to answer one.

What the website records by itself

When a form is submitted, we store the IP address and browser the submission came from, alongside the request. It is how we spot automated spam and abuse, and it is kept with the record. Our hosting provider also keeps standard server logs for a short period.

There is no Google Analytics on this website, no advertising pixels, and no social media trackers. Nobody is profiling you here.

Why we collect it

To do the job you asked us to do, and nothing else:

• To call you back, quote the trip and confirm the booking.
• To send the right vehicle, the right equipment and enough attendants.
• To brief the crew before they arrive, so nobody is surprised at the door.
• To invoice the trip, and to answer questions about it afterwards.
• To keep the records our insurer and the tax rules require.

We do not use your details for marketing. If we ever wanted to — a newsletter, a service update — we would ask you first, and a no would change nothing about your service.

Who can see it

• Our coordinators

  The people who answer the phone and plan the day can see bookings and enquiries in our dispatch dashboard. Each one signs in with their own account, and what they do is logged.

• The crew on your trip

  Attendants get what they need to carry the passenger safely on the day: the pickup and destination, the times, how the passenger travels, and any safety notes.

• Your facility, when a facility books

  If a hospital, long-term care home or clinic arranges the trip, we confirm the details back to the staff member who booked it.

• Our hosting provider

  This website, its database and our email run on servers operated by our hosting provider, Hostinger. They keep the servers running; they do not use your information for anything of their own. Information may be stored or backed up outside Canada, where it can be subject to the laws of that country.

Beyond that, we share your information only where the law requires it — a court order, or a situation where someone’s safety is at immediate risk. We never sell, rent or trade it.

This website never asks for card numbers and never stores them. Payment is arranged separately with our office.

How long we keep it

After that, records are deleted. If you ask us to delete something sooner and we are not required to keep it, we will.

How we protect it

• The whole website runs over an encrypted connection, so what you type in the booking form is encrypted on its way to us.
• Bookings are stored in a private database. Only our dispatch dashboard can read it, and that dashboard is password-protected and hidden from search engines.
• Every staff member has their own account and their own password, with access to only what their job needs. Sign-ins, changes and deletions are all recorded.
• Confirmation emails to passengers and families contain a reference number and a trip time, never health details.
• We keep the care details to the people arranging and driving the trip, and we do not discuss them outside that circle.

No system is perfect. If information about you were ever exposed in a way that could cause you harm, we would tell you and the appropriate regulator, and we would tell you plainly what happened.

Cookies

We use a small number of cookies, and every one of them is needed for the site to work. There is no cookie banner here because there is nothing to opt out of.

Your choices and rights

Ask us and we will:

• Tell you what we hold about you or about someone you book for, and where it came from.
• Send you a copy of it.
• Correct anything that is wrong.
• Delete what we are not required to keep.
• Stop contacting you, except about a trip you have booked.

We answer these requests within 30 days, and we may need to confirm who you are first — especially when the request is about someone else’s health details. There is no charge.

You can also refuse to give us something. We will tell you honestly if that means we cannot carry the passenger safely; for example, we cannot send the right vehicle without knowing how someone travels.

We handle personal information under Canada’s Personal Information Protection and Electronic Documents Act, and we treat health details with the care Ontario’s health privacy rules expect of anyone working alongside the healthcare system. If you are not satisfied with how we have handled your information, tell us first — and if we cannot put it right, you can complain to the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.

Children

This website is not aimed at children, and we do not knowingly collect information from them. When a passenger is under 18, the booking comes from a parent, a guardian, or the facility responsible for their care.

Changes to this policy

If we change how we handle your information, we will update this page and the date at the top. If the change is significant, we will say so plainly rather than quietly editing a line.