Privacy policy

1. Who is responsible

TrueNorth Hub Corporation, operating as TrueNorth Snow, is responsible for the personal information we collect through this website and app. We follow Canada's federal privacy law, the Personal Information Protection and Electronic Documents Act (PIPEDA), and its ten fair information principles. We have a person responsible for privacy: you can reach them through the contact details in section 12.

2. What we collect

From you, as a customer

• Account: your mobile number (your sign-in) and your name.
• Booking: the service you chose, date and time, your service address and its map position, a contact phone number, and any notes you write (for example a gate code).
• Payment: the amount, HST, the payment status and a Stripe reference. Your card details go straight to Stripe. We never see or keep your full card number.
• Messages: a record that we sent you an invoice or tracking text, and when.
• Help requests: what you tell us if you call, text or email us. We may keep a note of the conversation.
• Photos: pictures our drivers may take of the work area to show conditions before and after the visit.

From drivers and applicants

Mobile number, name, truck details, application notes, and the location of the driver's phone while a shift is on (section 8).

Collected automatically

Basic technical data when you use the site, such as your IP address, browser type and the time of requests. These are in our hosting and security logs and help us keep the service running and secure.

3. Why we use it

We use your information only for purposes a reasonable person would expect, and only as far as needed:

• to sign you in, take your booking and payment, and do the work;
• to send booking, invoice, tracking and delay messages;
• to show you the truck's live position when your tracking link is on;
• to answer your questions, settle disagreements, and handle damage reports;
• to keep the service secure, stop misuse, and fix problems;
• to keep the business and tax records the law requires.

By booking you agree to this use. If we ever want to use your information for something new, we will ask first. We do not send marketing unless you clearly agree.

4. Who we share it with

We do not sell or rent your information. We share it only with service providers that work for us, under their own privacy and security terms, and only what they need:

• Stripe processes card payments.
• Twilio sends our text messages, including your sign-in code.
• Supabase hosts our database and sign-in system.
• Vercel hosts the website.
• Google provides maps and address search. When you type an address, what you type is sent to Google to suggest matches.
• Cloudflare Turnstile, where switched on, checks that a visitor is a real person before we send a sign-in code.

Your assigned driver sees your name, address, phone number and notes for the job, and nothing else. We may also share information if the law requires it, to protect people's safety, or in a sale of the business, in which case the new owner must protect it the same way.

5. Where it is kept

Some of our service providers keep or process information outside Canada, including in the United States. While it is there, it can be accessed under the laws of that country, which may include requests from authorities. We choose providers that protect information and we limit what they receive.

6. How long we keep it

We keep personal information only as long as we need it for the purposes above. Invoices, payment records and booking records are kept for six years, which is the usual minimum for Canadian tax and business records. After that, we delete or anonymize them. Information we no longer need, and that we are not required to keep, is deleted or made anonymous. You may ask us earlier (section 11).

7. How we protect it

We use safeguards that fit how sensitive the information is: encrypted connections (HTTPS), sign-in by one-time codes, access rules in the database so people see only their own information, limited staff access, and bot checks on sign-in. No system is perfectly safe. If a breach creates a real risk of significant harm to you, we will tell you and the Privacy Commissioner of Canada as the law requires, and we keep a record of every breach.

8. Truck and driver location

While a driver is on shift, the driver's phone sends its position so we can run the day and show customers where their truck is. Position is collected only during a shift, never when the driver has ended it. Customers see the truck's position and an estimate only for their own job, and only when their tracking link is on.

9. Cookies and storage

We use only what is needed to run the service: a small amount of storage in your browser keeps you signed in and remembers things like whether you are a customer or a driver. We do not use advertising or tracking cookies. Our payment, bot-check and map providers may set their own cookies where needed to work or to prevent fraud. You can clear them in your browser settings, but you may be signed out.

10. Text messages

We text you about your booking: your sign-in code, confirmation, invoice, tracking link and any change or delay. These are service messages tied to a request you made. We follow Canada's anti-spam law. We will not send marketing texts unless you clearly say yes, and you can say no or stop them at any time. Your phone company's message rates may apply.

11. Your choices and rights

You can:

• See the personal information we hold about you;
• Correct anything that is wrong or out of date. You can edit your name on your Profile page;
• Withdraw your consent to uses that are not needed for your booking, or ask us to delete your information. If we must keep something by law (for example an invoice), we will tell you what and why. If you withdraw consent that we need to run your booking, we may not be able to provide the service.

Send your request to the contact in section 12. We may need to confirm it is you, for example by texting a code to your number. We reply within 30 days. There is normally no charge.

12. Questions and complaints

Please contact our privacy lead first. We take it seriously and will look into it.

TrueNorth Hub Corporation, operating as TrueNorth Snow
Attention: Privacy
Happy Valley-Goose Bay, Newfoundland and Labrador, Canada
Phone: see our home page
Email: see our home page

If you are not satisfied, you can complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca.

13. Changes to this policy

We may update this policy as the service changes. The date at the top shows the latest version. If a change is important, we will tell you before it starts.