Who we are and what this covers
RouteCore Services Inc., operating as RouteCore Services (“we”, “us”), builds and operates the URMEK mobile app for iOS and Android, the URMEK service, and this website. We are responsible for the personal information described here under the Personal Information Protection and Electronic Documents Act (PIPEDA) and any provincial law that applies.
This policy covers three kinds of people: customers (owner-operators, fleet managers and fleet drivers who request roadside service), mechanics (independent businesses that provide it), and visitors to this website. Where a section applies to one group only, it says so.
What we collect
We collect only what the service needs to dispatch a mechanic, price and settle a job, and meet our legal obligations. We do not collect a Social Insurance Number from anyone.
Everyone with an account
| Information | Where it comes from |
|---|---|
| Name, phone number, email address | You, at sign-up |
| One-time sign-in codes (stored hashed) and, if you set one, a password (stored hashed) | You and our systems |
| Device push-notification token | Your device, when you allow notifications |
| A record of actions taken on the platform (audit log) | Our systems |
| Ratings you give and receive | You and the other party to a job |
Customers (owner-operators, fleet managers, fleet drivers)
| Information | Purpose |
|---|---|
| Trucks: make, model, year, plate, VIN, nickname | So the mechanic knows what they are being sent to |
| Job requests: location, fault description or diagnostic code, photos and videos you attach | Dispatch and diagnosis |
| Location while the app is open | Finding nearby mechanics; sharing your position for an active job |
| Driver licence number and province; licence photo if you choose to add it | Identity and compliance checks |
| A four-digit emergency PIN (stored hashed) | Authorizing work if your phone is unavailable |
| Payment card, held by Stripe; we store only a Stripe customer reference | Pre-authorization and payment |
| Fleet company name, address, contact person, spend rules | Fleet accounts |
| Invoices, approvals of extra work, cannot-fix decisions | Billing and dispute review |
| Calls placed through the app: time, duration and the masked number used, not the content | Safety and dispute review |
Mechanics
| Information | Purpose |
|---|---|
| Business name, business number, HST number | Invoicing and tax reporting |
| Legal name, date of birth, residential address | Identity verification |
| Licence class, licence expiry, clean-record declaration, Red Seal number if you have one | Verification badge |
| Insurance documents and expiry date | Verification badge and compliance state |
| Photos of your service vehicle (front, side, rear, VIN plate, with you) and your toolkit; vehicle registration | Verification badge |
| Published rates, service categories, service radius, base location | Dispatch and pricing |
| Location while you are online or on a job | Dispatch and arrival tracking |
| Photos and notes you add to a job, including cannot-fix evidence | Job record and dispute review |
| Payout account, held by Stripe; we store the Stripe account reference | Payouts |
| Offer acceptance history | Dispatch ranking (see the Terms) |
Website visitors
This website sets no analytics or advertising cookies. Our host records standard server logs (IP address, browser type, pages requested) for security and to keep the site running.
Why we use it
We use personal information to:
- create and secure your account, including one-time codes sent by SMS or email;
- find, dispatch and track a mechanic for a job;
- calculate, pre-authorize, capture and pay out the price of a job, including the platform fee;
- verify mechanics and show customers a verification badge;
- send notifications about offers, jobs, approvals and payments;
- review flagged jobs, disputes, safety reports and suspected off-platform dealing;
- meet legal obligations, including tax record-keeping and responding to lawful requests;
- fix crashes and improve the app, using error reports that contain no personal information.
We rely on your consent, on the need to perform the agreement between you and us, and on legal requirements. We do not sell personal information, and we do not use it for advertising.
Device permissions
The app asks for these permissions and uses them only as described:
- Location, while the app is in use. Customers: to find nearby mechanics and share your position for an active job. Mechanics: to receive offers near you and to show your arrival to the customer. URMEK does not track location in the background and does not request the “always” permission.
- Camera and photo library. To attach photos or videos of a breakdown, and for mechanics to upload verification documents and vehicle photos.
- Notifications. To deliver job offers, status updates, approvals and payment confirmations. You can turn these off in your phone settings; you may then miss time-sensitive offers.
Who we share it with
The other party to a job. A customer sees the mechanic’s name, business name, verification badge, published rates, arrival estimate and live position for the job. A mechanic sees the customer’s name, the truck, the fault, the job location and photos, and a masked phone number for calls. Fleet managers see their own drivers’ requests and jobs.
Service providers who process information on our behalf, under contracts that require them to protect it at least as well as this policy does:
| Provider | What they do | Where |
|---|---|---|
| Stripe | Card payments, pre-authorizations, mechanic payout accounts (Stripe Connect) | United States, Canada |
| Twilio | SMS one-time codes; masked calling between customer and mechanic | United States |
| Resend | Email one-time codes and account email | United States |
| Google Maps Platform | Maps, address search and routing | United States |
| Expo | Push-notification delivery and app updates | United States |
| Sentry | Crash and error reports. We send no personal information and strip request contents before sending. | United States |
| Neon (database) and Render (application hosting) | Storage and hosting of the service | United States (Oregon) |
Others, when required or permitted by law: to comply with a court order, subpoena or lawful request; to protect the safety of a person or the security of the service; to investigate fraud or off-platform dealing; or as part of a sale or reorganization of the business, in which case this policy continues to apply.
Where it is stored
Our servers and database are hosted in the United States, and some service providers listed above operate there. Personal information may therefore be stored and processed outside Canada and be subject to the laws of those places, including access by their authorities. We use contractual and technical safeguards with every provider. Contact us if you have questions about this.
How long we keep it
| Information | Kept for |
|---|---|
| Account and profile details | While your account exists, then deleted or anonymized when you delete it |
| One-time codes | Until used or expired, then deleted |
| Location for a job | The life of the job, then kept only as part of the job record |
| Job records, invoices, payments, payouts and their evidence | 7 years after the last transaction, as Canadian tax law requires, then deleted |
| Verification documents (mechanics) | While you are an active mechanic, then deleted when you delete your account |
| Audit log | 7 years |
| Error reports | 90 days |
| Website server logs | 30 days |
Your choices and rights
You can:
- Access and correct the personal information we hold about you. Much of it is editable in the app; for the rest, email us.
- Withdraw consent for optional uses, such as notifications or the driver licence photo, subject to what the service needs to function.
- Turn off permissions for location, camera and notifications in your phone settings at any time.
- Delete your account from inside the app, or by email. See the next section.
- Complain to us, and if you are not satisfied, to the Office of the Privacy Commissioner of Canada.
We answer access and correction requests within 30 days.
Deleting your account
Open URMEK, go to Profile, tap Delete account, tap Send code, enter the one-time code and tap Delete my account. If you cannot open the app, email support@routecoreservices.com from the address on your account or with the phone number on your account, and we will confirm it is you and delete the account within 30 days.
Deletion removes your name, contact details, sign-in credentials, saved card, licence details, emergency PIN, trucks, fleet membership, rating comments, and, for mechanics, all identity, business, licence, insurance and vehicle documents. Invoices, payments, payouts, job records with their evidence, rating stars, call records (time and duration only) and the audit log are kept for the retention period above with your name replaced by “Deleted user”. A job in progress, a request still being dispatched, unsettled mechanic earnings, or a fleet you still manage must be dealt with first; the app tells you which. Full details are on the delete-account page.
Security
Passwords, PINs and one-time codes are stored as one-way hashes. Card and bank details never touch our servers; Stripe holds them. Access to production data is limited to people who need it to operate the service and is logged. Data moves over encrypted connections. No system is perfectly secure; if a breach creates a real risk of significant harm to you, we will notify you and the Privacy Commissioner as the law requires.
Children
URMEK is for adults operating commercial vehicles or a mechanical business. We do not knowingly collect information from anyone under 18. If you believe we have, contact us and we will delete it.
Changes to this policy
When we change this policy we update the effective date and version at the top, and for material changes we notify you in the app or by email before they take effect. Earlier versions are available on request.
Contact
Privacy questions, access or correction requests, and complaints go to our privacy officer:
Privacy Officer, RouteCore Services Inc.
support@routecoreservices.com · +1 (647) 721-1911
You can also contact the Office of the Privacy Commissioner of Canada at priv.gc.ca.