Privacy Policy

1. Scope and Our Role

This Privacy Policy applies to the Trip Metrix website, mobile applications, web applications, APIs, support channels, account services, and related services (collectively, the Platform). It applies to fleet operators, tow companies, commercial vehicle operators, drivers, dispatchers, employees, contractors, customers whose information is entered into records, website visitors, and any other individual whose personal information is handled through the Platform.

Trip Metrix generally acts as a technology service provider to the fleet operator or tow company that creates or manages a Platform account. Operators decide what driver, employee, vehicle, customer, inspection, run sheet, and operational information is entered into the Platform. Trip Metrix also acts for its own business purposes when it manages accounts, billing, support, security, legal compliance, and communications.

2. Information We Collect

Depending on how the Platform is used, we may collect or process the following categories of information:

• Account and contact information, such as names, company names, email addresses, phone numbers, user roles, login credentials, authentication records, subscription status, and account preferences.
• Driver, fleet, and compliance information, such as driver names, licence information, vehicle and trailer information, inspection records, run sheets, shift records, roadside inspection records, compliance documents, operational records, timestamps, notes, signatures, photographs, uploaded documents, and other records submitted by users or operators.
• Location-related operational information, such as pickup locations, destinations, inspection locations, routes or addresses entered by users, one-time current-location captures selected by a user, reverse-geocoded addresses, timestamps associated with towing services and inspections, and GPS metadata from uploaded photographs where available.
• Customer and service-record information entered into run sheets, consent forms, towing records, or related operational records.
• Device, usage, and technical information, such as IP addresses, browser type, operating system, device identifiers, app version, local storage state, crash reports, diagnostic information, access logs, and security event logs.
• Billing and payment information, such as plan selection, subscription status, invoices, payment events, billing contact details, and limited payment metadata. Full payment card numbers are processed by third-party payment providers and are not stored on Trip Metrix servers.
• Support and communication information, such as support tickets, messages, email delivery events, survey or feedback responses, and marketing communication preferences.

3. How We Collect Information

• Directly from you when you create an account, sign in, upload documents, complete forms, contact support, or use Platform workflows.
• From operators, dispatchers, administrators, drivers, and other users who enter records into an operator account.
• Automatically from devices, browsers, apps, cookies, logs, crash and error diagnostic tools, security tools, and Platform infrastructure.
• From service providers and integrations, such as payment processors, authentication providers, mapping or geocoding services, email providers, and cloud hosting providers.

4. How We Use Information

We may use personal information to:

• provide, operate, maintain, and secure the Platform;
• create and manage user accounts, authentication, roles, invitations, and operator access;
• support fleet operations, inspections, run sheets, shift records, document management, roadside packets, exports, and compliance recordkeeping;
• process subscriptions, billing, account closure, coupons, and payment-related events;
• provide customer support, respond to inquiries, troubleshoot issues, and send operational messages;
• send transactional email, account notices, security notices, service updates, and marketing communications where permitted by law;
• detect, investigate, and prevent misuse, fraud, unauthorized access, security incidents, and technical problems;
• improve Platform reliability, usability, performance, and product functionality; and
• comply with legal, regulatory, contractual, insurance, tax, accounting, audit, and dispute-resolution obligations.

5. Operator Responsibilities

Operators are responsible for ensuring they have authority to collect, use, disclose, retain, and submit personal information through the Platform. This includes providing legally required notices, obtaining legally required consents, respecting any applicable workplace monitoring obligations, configuring user access appropriately, and complying with employment, labour, transportation, privacy, insurance, and record-retention laws.

Certain employers may be required to maintain a written electronic-monitoring policy or provide other workplace notices. Operators are responsible for determining whether these or any other notice, consent, monitoring, retention, or disclosure requirements apply to them. Trip Metrix does not independently verify whether an operator has met those obligations.

6. Location Information and Photo Metadata

Current Trip Metrix workflows may allow a user to press a button to capture the device's current location for an inspection, pickup, destination, or towing-service record. The Platform may also process addresses entered by users, reverse-geocoded addresses, timestamps, and GPS metadata embedded in uploaded photographs where that metadata is available.

Trip Metrix does not currently describe the Platform as continuous GPS tracking or background location monitoring. Location is not collected through continuous background tracking based only on installation of the app. If Trip Metrix introduces continuous or background location functionality, we will update this Privacy Policy and provide additional notice where required.

Location information may be inaccurate, delayed, incomplete, or unavailable due to device limitations, connectivity, environmental conditions, third-party service issues, photo settings, or user permissions. Users can decline or withdraw device location permission, but some convenience features may stop working and locations may need to be entered manually.

7. How We Share Information

We do not sell personal information. We may share or disclose information in the following circumstances:

• within the relevant operator account, including to administrators, dispatchers, drivers, invited users, and other users with account permissions;
• with cloud hosting, database, storage, backup, authentication, email, customer support, application diagnostic and error-monitoring, security, mapping, geocoding, payment, and other service providers who help operate the Platform;
• with payment processors and billing systems to process subscriptions and payment-related events;
• with regulators, law enforcement, inspectors, courts, insurers, or other parties where required or permitted by law, lawful request, legal process, emergency, regulatory obligation, or to protect rights, safety, property, or Platform security;
• with professional advisors, auditors, insurers, and legal counsel where reasonably necessary;
• as directed by an operator or authorized user, including for roadside packets, document exports, reports, emails, or account data exports; and
• in connection with a merger, acquisition, financing, reorganization, due diligence process, sale of assets, bankruptcy, or similar business transaction.

8. Service Providers and Cross-Border Processing

Trip Metrix uses third-party infrastructure and service providers, including providers for database hosting, cloud storage, backups, email delivery, payments, mapping, reverse geocoding, security, authentication, crash and error diagnostics, and support. These providers may process or store information in Canada, the United States, and other jurisdictions where they or their subprocessors operate.

For application reliability, Trip Metrix uses Sentry to receive crash and error diagnostic events from the web and mobile applications. Events are configured to exclude session replay and request bodies, and to avoid sending names, emails, phones, photos, documents, or other content fields; opaque account identifiers may be attached for triage. Sentry may process diagnostic data outside Canada.

When information is processed outside your province or country of residence, it may be subject to the laws of that jurisdiction, including lawful access by courts, governments, regulators, or law enforcement. We use contractual, technical, and organizational measures designed to protect personal information handled by service providers.

9. Security

Trip Metrix uses administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, disclosure, alteration, and destruction. Safeguards may include authentication controls, role-based access, encryption in transit, secure storage practices, audit and security logs, crash and error monitoring, rate limiting, backup controls, and internal access restrictions.

No electronic storage, network, or transmission method can be guaranteed completely secure. Users and operators are responsible for protecting their account credentials, devices, browser sessions, and user access permissions.

10. Privacy and Security Incidents

Trip Metrix maintains procedures for investigating and responding to suspected privacy and security incidents. Where required by applicable law, Trip Metrix will notify affected individuals, customers, regulators, or other organizations and will take reasonable steps to reduce the risk of harm.

11. Retention, Exports, and Deletion

We retain personal information for as long as reasonably necessary to provide the Platform, maintain records, support account operations, comply with legal and contractual obligations, resolve disputes, maintain security, enforce agreements, and meet audit, tax, accounting, insurance, or regulatory requirements.

Trip Metrix retains run sheets, inspection records, and associated operational records for two years from the date they are created, including after an operator cancels its subscription. After cancellation, an authorized representative of the former operator may request an export of retained records by contacting info@tripmetrix.ca. Export download links expire seven days after they are issued.

At the end of the applicable retention period, records become eligible for deletion from active systems, subject to a short processing grace period and any legal hold, complaint, investigation, dispute, security requirement, or other lawful reason for continued retention. Copies may remain temporarily in established backup rotations after deletion from active systems.

Operators remain responsible for complying with the record-retention requirements applicable to their operations.

Users may store offline cached copies of records on their devices for Platform functionality. Operators and users are responsible for securing their devices and signing out or removing local app data where appropriate.

12. Your Privacy Choices and Rights

Subject to applicable law, individuals may request access to personal information, correction of inaccurate information, deletion where legally permitted, withdrawal of consent where consent is the basis for processing, information about our privacy practices, or a review of a privacy concern.

If your information was entered by an operator, employer, dispatcher, or fleet administrator, we may direct your request to that operator or work with that operator to respond. We may need to verify your identity and authority before responding. Certain information may be retained or withheld where required or permitted by law, including for legal compliance, security, dispute resolution, accounting, audit, or regulatory purposes.

13. Cookies, Local Storage, and Diagnostics

The Platform uses essential cookies, local storage, and session technologies to maintain authentication sessions, remember basic preferences, support offline functionality, prevent abuse, and secure the Platform.

Trip Metrix does not currently use product analytics, session replay, or advertising trackers. Trip Metrix uses Sentry for crash and error diagnostics as described in Section 8.

Users may adjust their browser settings to refuse or delete certain cookies or locally stored information. Some Platform features, including login, security, offline support, and application functionality, may not work properly if these technologies are disabled.

14. Mobile App Permissions

The mobile applications may request permissions such as foreground location, camera, photos, files, biometric unlock, or local device storage. Permissions are used to support Platform workflows such as pickup and destination address capture, inspection locations, document capture, photograph upload, inspection evidence, offline operation, and account security. Trip Metrix uses device biometric services for local account unlock where enabled; Trip Metrix does not receive or store biometric templates such as faceprints or fingerprints.

You can manage app permissions through your device settings, but disabling permissions may limit Platform functionality or require information to be entered manually.

15. Minors

The Platform is intended for business and commercial use and is not intended to create accounts for individuals under 18. Operational records, photographs, or documents submitted by operators may incidentally contain personal information relating to minors, such as passengers, vehicle owners, customers, or people visible in photographs. Operators are responsible for ensuring that such information is collected and submitted only where lawful and reasonably necessary.

16. Changes to This Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a revised version number and effective date. Where required by law or where changes are material, we may provide additional notice through the Platform, email, or other reasonable means.

17. Contact and Complaints

Questions, requests, or complaints may be sent to Trip Metrix Inc. by email at info@tripmetrix.ca. Please include your name, contact information, the operator account or company involved if applicable, and enough detail for us to understand and respond to your request.

If we cannot resolve your concern, you may have the right to contact the Office of the Privacy Commissioner of Canada or another applicable privacy regulator.