1. Who we are
ARK Accessibility Services Inc. ("ARK", "we", "our") is a Canadian corporation operating at arkaccess.ca. This Privacy Policy explains how we collect, use, and protect your personal information when you use the ARK rider or driver apps, our website, or any related services.
2. Information we collect
Account information: Phone number (required for OTP verification), name, and email address (optional).
Location data: We collect precise location when the app is open and in use. Rider apps collect location only while the app is active. Driver apps collect location in the background for as long as the driver is on shift — from the moment they go online until they go offline, including while the app is minimised or the phone is locked. This is necessary because drivers navigate using a separate maps app or drive with the phone in a cradle, and with foreground-only access the reported position freezes. While a driver is matched to a trip, their position is shown to the rider who booked them so that rider can see the vehicle approaching. Collection stops immediately when a driver goes offline, and going offline is how a driver stops it at any time. Nothing is collected off shift. Driver location history is retained for 90 days (see section 5).
Driver documents: To be approved to drive, drivers upload a driver's licence, vehicle insurance, vehicle registration, and background-check consent. These are images or PDFs, stored encrypted, and are used only to verify eligibility to drive — never for advertising and never sold.
Ride data: Pickup and dropoff addresses, accessibility needs, trip duration, and fare.
Payment information: Processed by Stripe. We do not store full card numbers. Stripe's privacy policy governs payment data.
Device data: Push notification tokens, device type, and OS version for delivering notifications.
Accessibility profile: The accessibility needs you set (e.g., wheelchair type, service animal). This is used solely to match you with suitable vehicles and is never sold or shared with third parties.
3. How we use your information
- To match riders with accessible vehicles and drivers - To process payments and send receipts - To send ride status notifications via push and SMS - To improve matching accuracy and service quality - To investigate safety incidents and support requests - To comply with applicable Canadian law
We do not sell your personal information. We do not use your accessibility profile for any purpose other than matching you with appropriate vehicles.
4. Data sharing
We share data only with: - The rider on an active trip — while a driver is on shift and matched to a trip, that rider sees the driver's live vehicle position, first name, and vehicle details until the trip ends. Drivers see the rider's pickup and dropoff locations and accessibility needs for the trip they accepted. - Stripe — payment processing - Twilio — OTP verification and SMS - Google — Maps, Directions, and Distance Matrix APIs (coordinates only; no personal identifiers) - DigitalOcean — cloud infrastructure hosting - Sentry — anonymised crash reporting - Expo — push notification delivery
5. Data retention
Account data is retained while your account is active and for 3 years after deletion, as required by Canadian financial regulations. Location history is retained for 90 days. See section 6 for how to delete your account.
6. Your rights, and deleting your account
Under Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws, you have the right to access, correct, and request deletion of your personal information.
Deleting your account. You can delete your account and personal data at any time:
- In the rider app: Profile → Your data → Delete my account - In the driver app: Profile → Delete my account - On the web: [arkaccess.ca/account/delete](https://arkaccess.ca/account/delete) — use this if you have uninstalled the app
Deleting removes your name, phone number, email, accessibility profile, emergency contacts, saved places, and any uploaded driver documents. Ride receipts and payment records are kept for 3 years as required by Canadian financial regulations, with your name and personal details removed from them.
For access or correction requests, contact [email protected].
7. Security
All data is encrypted in transit using TLS 1.3. Passwords and tokens are hashed using Argon2id. Stripe handles all payment data under PCI-DSS Level 1 compliance.
8. Contact
ARK Accessibility Services Inc. [email protected]