Privacy Policy
Version 1.0 · effective 19 October 2026
How the RelayPack apps and this site handle your personal information. The same text is shown in the app.
1. Who is responsible for your data
9553-4814 Québec inc. (“RelayPack”, “we”) is responsible for the personal information collected through the RelayPack Send and RelayPack Travel apps and relaypack.com. Our person in charge of the protection of personal information can be reached at contact@relaypack.com. This policy applies under Québec’s Act respecting the protection of personal information in the private sector and, where it applies to you, the GDPR.
2. What we collect
Account: name, e-mail address, phone number, password (stored hashed), profile photo and the role you signed up with. Activity: the package requests you post (route, addresses, dates, size, weight, photos, price), the trips and offers you make, bookings, pickup and handover codes, proof photos, messages exchanged in the app, reviews, support requests and their attachments. Device: push notification token, app version and platform, and diagnostic logs when something fails. Payment: your card details go directly to Stripe; we keep only the card brand, its last four digits and expiry, and Stripe’s identifiers for your payments, refunds and payouts.
3. Identity and bank details of travellers
To be paid, a traveller gives their legal name, date of birth, address, Social Security number, an identity document with a selfie, and a bank account. This information is collected by Stripe, through screens of our app, for Stripe’s own verification obligations; Stripe is responsible for it under its own privacy policy, and keeps it as long as the law requires of it. RelayPack receives and keeps the result of the verification (what is verified, what is still missing) and the last four digits of the bank account, not the documents themselves.
4. Location
Senders: we use your approximate location to suggest nearby cities and the map pin you place to locate a pickup or drop-off. Travellers: while you are signed in and the app is open, the app sends your position so that senders can see available travellers near them on a map and so that requests along your way reach you; while a delivery is in progress, and if you allow background location, the app keeps sending your position — screen locked or app in the background — so the sender can follow the package; this stops when the delivery is confirmed. The sender of a delivery sees the traveller’s position only for that delivery. Location pings recorded during a delivery are deleted after 7 days; a summary of the route stays with the booking.
5. Why we use your data
To run the Service you asked for: matching requests and travellers, messaging, payment, holding and paying out money, confirming deliveries and keeping proof of them, and support. To keep users safe and the Service honest: verifying phones and identities, preventing fraud and duplicate accounts, handling reports and disputes, enforcing the Terms. To meet legal obligations, such as tax and payment regulations. To improve the Service, using diagnostics and usage patterns. We do not sell personal information and we do not show advertising.
6. What other users see
Other users see your first name, your photo, your rating and reviews, and your verification badges. The sender and the traveller of a booking see each other’s route details, the package photos and description, and can see each other’s phone number from the booking to call about the delivery. A traveller who is online appears on senders’ maps. The person receiving a package can be sent the handover code by the sender. Your e-mail address, your identity documents and your bank details are never shown to other users.
7. Who processes data for us
Supabase hosts our database and files in the European Union (Frankfurt). Stripe processes payments, identity verification and payouts (United States and Europe). Twilio delivers the verification codes sent by SMS or WhatsApp. Resend and Amazon Web Services deliver our e-mails. Expo, Apple and Google deliver push notifications and lock-screen updates. Map providers based on OpenStreetMap receive the coordinates and addresses needed to search places and draw routes. Each processes data under contract and only for these purposes. We disclose personal information to authorities only when the law requires it.
8. How long we keep it
As long as your account is open, we keep the data needed to run it; delivery records, messages and proof photos stay with their booking. When you delete your account, or we close it, your profile is replaced by “Deleted user” in the apps immediately, and an archived copy of the account is kept for 7 years, out of reach of the apps, for legal, tax and dispute reasons, then erased; at that point a traveller’s empty Stripe account is closed and identity checks are redacted. Location pings are deleted after 7 days. Stripe keeps its own payment and verification records for the periods the law imposes on it.
9. Your rights
You can access and correct your information in the app (Account and Settings) and delete your account from Settings. You can also ask us for a copy of the information we hold about you, in a portable format, or ask us to correct or delete it, by writing to contact@relaypack.com; we answer within 30 days. You can withdraw location and notification permissions at any time in your phone’s settings; some features then stop working. If you are not satisfied with our answer, you may complain to the Commission d’accès à l’information du Québec or to the data-protection authority of your country.
10. Security
Data travels encrypted; access to the database is restricted row by row to the people a record concerns; proof photos, verification results and support attachments are stored privately and served through short-lived links; card numbers and identity documents never reach our servers. No system is perfectly secure: if you suspect that your account was accessed by someone else, change your password and write to us immediately.
11. Children
The Service is for adults. We do not knowingly collect information from anyone under 18; if we learn that we have, we delete the account.
12. Changes and contact
We may update this policy as the Service evolves; the version and its effective date are shown at the top of this page, and we announce material changes in the app or by e-mail. Questions about your data: 9553-4814 Québec inc. (RelayPack), contact@relaypack.com.