Privacy Policy

1. Introduction & Scope

ZyroGo is a premium intercity ground transportation company based in Ontario, Canada. We operate domestic passenger services, an online booking platform, customer support channels, and related digital tools to help you plan and complete your journey. This Privacy Policy explains how ZyroGo collects, uses, stores, shares, and protects your personal information in connection with all those activities.

This policy applies to everyone who interacts with ZyroGo, including visitors to our website, individuals who purchase tickets or create accounts, passengers who travel on our vehicles, and anyone who contacts our customer support team by phone, email, or other channels. It covers personal information gathered through both digital and offline means — from the moment you browse our site or make a booking, through any SMS, email, or phone communications we exchange, to the operation of onboard systems such as CCTV during your trip.

ZyroGo is committed to handling your personal information responsibly and in accordance with applicable Canadian privacy laws. We collect only the information we need to deliver our services, communicate with you, process payments, meet legal obligations, and improve your travel experience. How we do that — and what choices you have is explained in the sections that follow.

By using ZyroGo's website, purchasing a ticket, boarding one of our vehicles, or otherwise engaging with our services, you acknowledge that you have read this Privacy Policy and consent to the collection, use, and disclosure of your personal information as described here. We may update this policy from time to time to reflect changes in our operations, technology, or legal requirements. When we do, the revised version will be posted on our website with an updated effective date, and we encourage you to review it periodically.

2. Information We Collect

ZyroGo collects personal information through several channels, our website, booking platform, customer support interactions, onboard systems, and communications tools. The types of information we collect depend on how you interact with us. Below is a breakdown of the main categories.

2.1 Personal Identification Information
When you purchase a ticket or create an account, we collect your name, email address, and phone number. If you contact our customer support team, we may also collect additional identifying details you provide to help us locate your booking or resolve your concern.

2.2 Booking and Trip Details
Each time you make a reservation, we collect information related to your trip, including your origin and destination, travel date and time, fare type, number of passengers, any add-ons selected (such as extra baggage), and your booking reference number. We may also retain records of ticket changes, cancellations, credits issued, and no-show history associated with your account or booking.

2.3 Payment Information
ZyroGo uses third-party payment processors to handle all transactions. When you pay for a ticket, your credit card, debit card, or other payment details are collected and processed directly by those providers. ZyroGo does not store full card numbers or sensitive payment credentials on its own systems. We receive only the information needed to confirm that a transaction was completed, such as a transaction reference, amount, and last four digits of the card used.

2.4 Communications Data
When you contact us by email, phone, or through our website, we may collect the content of those communications along with associated metadata such as the date, time, and channel used. If you send us documents (for example, in connection with a complaint or accessibility request), we retain those as part of the relevant file.

2.5 CCTV Footage
ZyroGo vehicles are equipped with closed-circuit television (CCTV) cameras for safety and security purposes. These systems may record video and, in some cases, audio of the passenger cabin during trips. CCTV footage is collected automatically when the system is active and does not require any action on your part.

2.6 Website Usage Data
When you visit our website, we automatically collect certain technical information, including your IP address, browser type and version, operating system, device type, pages visited, time spent on each page, and referring URLs. This data is collected through server logs and cookies or similar tracking technologies, which are described in more detail in Section 8 of this Privacy Policy.

2.7 Voluntarily Provided Information
From time to time, you may choose to share additional information with us — for example, feedback about a trip, details about an accessibility need, or information submitted through a survey or promotion. We only use voluntarily provided information for the purpose it was given or as otherwise described in this policy. You are never required to provide information beyond what is needed to complete a booking or use our core services.

3. How We Use Personal Information

ZyroGo uses the personal information it collects for clear, specific purposes tied to delivering and improving our transportation service. We do not use your information in ways that are unrelated to the reasons it was collected, and we avoid vague or open-ended processing.

3.1 Processing Bookings and Delivering Service
Your name, contact details, and trip information are used to create and confirm your reservation, issue your ticket, and identify you at boarding. Booking records allow us to manage seat availability, apply the correct fare, process add-ons, and generate your travel itinerary. Payment information processed through our third-party providers is used solely to complete and verify your transaction.

3.2 Customer Support
When you contact us with a question, complaint, or claim, we use your personal and booking information to locate your reservation, understand what happened, and work toward a resolution. Communication records help us track open cases, avoid asking you to repeat yourself, and ensure consistency if your issue requires follow-up across multiple contacts.

3.3 Confirmations, Alerts, and Service Notifications
We use your email address and phone number to send booking confirmations, ticket details, and receipts. These same channels are used to notify you of service disruptions, schedule changes, delays, or cancellations affecting your upcoming trip, as described in our Service Agreement. These messages are operational, not promotional, and are essential to delivering the service you purchased.

3.4 Safety and Security
CCTV footage collected on board our vehicles is used to support passenger and staff safety, deter misconduct, and assist with incident investigations if an event occurs during a trip. We may also use booking and communications data to investigate reports of fraud, policy violations, or threats to safety.

3.5 Fraud Prevention
We monitor booking activity and payment patterns to identify and prevent fraudulent transactions, ticket misuse, and unauthorized account access. This may include reviewing repeated last-minute cancellations, unusual payment activity, or attempts to exploit promotional offers, consistent with the fair-use provisions in our Service Agreement.

3.6 Legal Compliance
ZyroGo may use or retain personal information where required to comply with applicable laws, respond to lawful requests from regulatory authorities or law enforcement, or defend legal claims. We limit such use to what is reasonably necessary to meet the obligation in question.

4. Legal Basis for Processing

ZyroGo collects and uses your personal information based on one or more of the following grounds, depending on the nature of the interaction and the type of information involved. We apply only the basis that is appropriate to each specific use and do not rely on broad, undefined justifications.

4.1 Consent
In many cases, your consent is the basis for collecting and using your personal information. When you provide your name, email, and phone number during booking, or when you voluntarily submit feedback, accessibility details, or other optional information, you are consenting to ZyroGo's use of that information for the purposes described in this policy. Where consent is the basis, you may withdraw it at any time, subject to the limitations described in Section 12 of this policy. Withdrawing consent does not affect the lawfulness of any use that occurred before your withdrawal.

4.2 Contractual Necessity
Certain personal information is required to fulfill the transportation contract created when you purchase a ticket. Without your name, contact details, and trip information, ZyroGo cannot issue a valid ticket, confirm your reservation, process your payment, or deliver the service you booked. In these situations, providing the information is a condition of using the service, not an optional choice.

4.3 Legal Obligations
ZyroGo may collect, retain, or disclose personal information where required by Canadian federal or provincial law, a court order, or a lawful demand from a regulatory or law enforcement authority. Examples include retaining financial transaction records for tax and accounting purposes or producing CCTV footage in response to a valid legal process. We limit such processing to what is necessary to satisfy the specific obligation.

4.4 Legitimate Business Interests
ZyroGo relies on legitimate business interests for a limited set of processing activities where consent or contractual necessity alone would not apply. These include operating onboard CCTV to protect passenger and staff safety, monitoring booking patterns to detect and prevent fraud, and analyzing website usage data to maintain and improve our digital platforms. In each case, we consider whether the processing is proportionate and whether it could reasonably be expected to cause harm or override your privacy interests. Where it would, we do not proceed without appropriate consent or an alternative legal basis.

5. Sharing of Information

ZyroGo does not sell, rent, or trade your personal information to third parties for their own marketing or commercial purposes. We share personal information only when it is necessary to deliver our services, operate our business systems, or meet a legal requirement. Below are the categories of parties with whom information may be shared and the reasons for doing so.

5.1 Payment Processors
When you purchase a ticket, your payment details are handled directly by our third-party payment processor. ZyroGo transmits only the information required to initiate and confirm your transaction. The processor operates under its own privacy and security obligations and does not share your full payment credentials back to ZyroGo.

5.2 Technology and Infrastructure Providers
ZyroGo relies on third-party providers for essential business tools, including cloud-based hosting for our booking platform, email delivery services for confirmations and receipts, and SMS providers for service alerts and disruption notifications. These providers receive only the data necessary to perform the specific function they support (for example, your phone number to deliver an SMS alert about a schedule change). They are not permitted to use your information for their own independent purposes.

5.3 IT and Support Services
From time to time, ZyroGo may engage external IT service providers to maintain, troubleshoot, or improve our digital systems. Where such work requires access to systems that contain personal information, access is limited to what is needed for the task, and providers are expected to handle that information in accordance with applicable privacy standards.

5.4 Law Enforcement and Regulatory Authorities
ZyroGo may disclose personal information, including booking records and CCTV footage, to law enforcement agencies, regulatory authorities, or other government bodies where we are required to do so by law, court order, or lawful demand. We may also share information voluntarily where we reasonably believe it is necessary to prevent or respond to fraud, a threat to safety, or a serious criminal offence. In all cases, disclosure is limited to the information that is relevant and proportionate to the request or situation.

5.5 Legal Proceedings
If ZyroGo is involved in a legal claim, dispute, or investigation related to its services, we may share relevant personal information with legal counsel, insurers, or other parties as needed to respond to or resolve the matter. This includes complaints, incident reports, and associated records.

5.6 No Other Sharing
Outside of the circumstances described above, ZyroGo does not share your personal information with third parties. We do not provide passenger lists, contact details, or travel history to advertisers, data brokers, or unrelated businesses under any circumstances.

6. Data Retention

ZyroGo retains personal information only for as long as it is needed to fulfill the purpose for which it was collected, or as required by applicable law. Retention periods vary depending on the type of information and the reason it is held. Once information is no longer needed, it is securely deleted or anonymized so that it can no longer be linked to an identifiable individual.

6.1 Booking and Transaction Records
Records of your bookings, ticket purchases, cancellations, credits, and refunds are retained for a reasonable period after your travel date to support customer service inquiries, resolve disputes, and meet financial and tax record-keeping obligations under Canadian law. These records are typically retained for a period consistent with standard accounting and business practices, after which they are securely deleted.

6.2 CCTV Footage
Onboard CCTV recordings are retained for a limited period following the date of the trip, generally long enough to allow for the reporting and investigation of any incidents that may have occurred during travel. If footage is relevant to an active complaint, claim, or law enforcement request, it may be preserved for a longer period until the matter is resolved. Footage that is not flagged or requested within the standard retention window is automatically overwritten or deleted.

6.3 Complaint and Incident Records
Records related to formal complaints, conduct incidents, baggage claims, and accessibility-related concerns are retained for a period that reflects ZyroGo's need to track patterns, respond to follow-up inquiries, and defend against potential legal claims. These records may include communications, internal notes, and supporting documents you provided.

6.4 Legal and Regulatory Requirements
Where Canadian federal or provincial law requires ZyroGo to retain certain categories of information for a minimum period (for example, financial transaction records), we will retain that information for at least if the law requires, even if it would otherwise have been deleted under our standard practices.

6.5 Secure Deletion
When personal information reaches the end of its applicable retention period, ZyroGo uses appropriate methods to delete or destroy it, whether it is held in digital systems or physical form. Digital records are purged from active systems and backups on a schedule consistent with our data management practices. We do not retain personal information indefinitely or “just in case”.

7. Data Security Measures

ZyroGo takes the protection of your personal information seriously and applies a combination of administrative, technical, and physical safeguards designed to reduce the risk of unauthorized access, loss, misuse, or disclosure. No system can guarantee absolute security, but we work to maintain protections that are appropriate for the nature and sensitivity of the information we hold.

7.1 Administrative Safeguards
Access to personal information within ZyroGo is limited to staff and authorized personnel who need it to perform their roles — for example, customer support agents handling booking inquiries or operations staff reviewing incident reports. Employees and contractors who handle personal information are expected to follow ZyroGo's internal privacy and data-handling practices. Where third-party service providers are given access to systems that contain personal information, their responsibilities are defined through contractual terms that address confidentiality and appropriate use.

7.2 Technical Safeguards
ZyroGo's booking platform, customer databases, and communication systems are hosted on cloud infrastructure that uses industry-standard security controls, including encryption of data in transit (such as HTTPS for website connections) and access authentication for internal systems. Payment information is processed entirely by third-party payment providers that maintain their own security certifications; ZyroGo does not store full card numbers or sensitive payment credentials on its own servers. System access is controlled through credential management, and administrative privileges are restricted to a small number of authorized individuals.

7.3 Access Controls
Personal information stored in ZyroGo's systems is accessible only through authenticated accounts with role-based permissions. This means that a customer support agent, for example, can view booking and contact details relevant to a passenger inquiry but does not have unrestricted access to CCTV footage, financial records, or internal analytics data. Access logs may be maintained to support auditing and incident response where appropriate.

7.4 Limitations
While ZyroGo takes reasonable steps to protect your information, no method of electronic storage or transmission is completely secure. We cannot guarantee that unauthorized third parties will never be able to defeat our safeguards. If ZyroGo becomes aware of a security incident that may affect your personal information, we will take appropriate steps to investigate, contain the issue, and notify affected individuals and authorities as required by applicable law.

8. Cookies & Tracking Technologies

ZyroGo's website uses cookies and similar tracking technologies to support essential site functions, understand how visitors use our platform, and improve the overall browsing and booking experience. This section explains what cookies are, which types we use, and how you can manage your preferences.

8.1 What Cookies Are
Cookies are small text files placed on your device (computer, phone, or tablet) when you visit a website. They allow the site to recognize your browser, remember certain preferences, and collect usage data across visits. Some cookies are set directly by ZyroGo ("first-party cookies"), while others may be set by third-party tools we use for analytics or functionality ("third-party cookies").

8.2 Essential Cookies
These cookies are necessary for our website and booking platform to function properly. They support core activities such as keeping you logged in during a session, processing your ticket selection through checkout, and maintaining basic security protections. Essential cookies cannot be disabled without significantly affecting your ability to use the site, and they do not collect information for marketing purposes.

8.3 Analytics Cookies
ZyroGo may use third-party analytics tools to understand how visitors navigate the website, which pages are most visited, and where users experience difficulties during the booking process. Analytics cookies collect aggregated, non-identifying data such as pages viewed, time on site, and general geographic region based on IP address. This information helps us identify technical issues, improve page layouts, and make the booking process smoother. Analytics data is not used to build personal profiles or target you with advertising.

8.4 Marketing Cookies
If ZyroGo introduces promotional features or advertising tools in the future, marketing cookies may be used to deliver relevant content or measure the effectiveness of a campaign. Where marketing cookies are deployed, they will require your explicit consent before being activated. At present, ZyroGo does not use cookies for third-party advertising or cross-site behavioral tracking.

8.5 Managing Your Preferences
Most web browsers allow you to view, manage, and delete cookies through their settings. You can choose to block all cookies, block only third-party cookies, or receive a notification before a cookie is placed. Be aware that disabling essential cookies may prevent certain features of our website from working correctly, including the booking process. Instructions for managing cookies vary by browser and can usually be found in your browser's help or privacy settings.

8.6 Third-Party Analytics Tools
Where ZyroGo uses third-party analytics services, those providers operate under their own privacy policies and data practices. ZyroGo selects providers that offer reasonable privacy protections and does not authorize them to use data collected from our site for their own independent purposes. If you wish to opt out of specific analytics tools, you may be able to do so through the provider's own opt-out mechanism or through browser-level controls described above.

9. SMS & Electronic Communications

ZyroGo uses SMS text messages and email to communicate important information related to your booking and travel. These communications are a core part of how we deliver our service, and this section explains what you can expect, how consent works, and how to manage your preferences.

9.1 Booking-Related Messages
When you purchase a ticket, ZyroGo sends transactional messages to the email address and phone number you provide at booking. These include booking confirmations, ticket details with your QR code, receipts, and reminders about upcoming departures. If your trip is affected by a delay, cancellation, or schedule change, we will use these same channels to notify you as quickly as reasonably possible, consistent with the communications commitments in our Service Agreement. These messages are operational in nature and are sent because they are necessary to fulfill the service you purchased.

9.2 Promotional Messages
From time to time, ZyroGo may send promotional communications about fare offers, new routes, or service updates. Promotional messages are only sent where you have provided consent or where we have a reasonable basis to contact you based on a recent booking relationship. Every promotional message will include a clear and easy way to opt out of future marketing communications.

9.3 Consent
By providing your phone number and email address during booking, you consent to receiving transactional and service-related messages from ZyroGo. These messages cannot be opted out of while you hold an active booking, because they may contain time-sensitive information about your trip (such as a gate change or cancellation notice). Consent for promotional messages is separate and can be withdrawn at any time without affecting your ability to book or travel.

9.4 Opt-Out Instructions
To stop receiving promotional messages, follow the unsubscribe link included in any marketing email, or reply STOP to any promotional SMS. Your request will be processed promptly, though in rare cases a message already in the delivery queue may still reach you shortly after you opt out. Opting out of promotional communications does not affect operational messages related to active bookings.

9.5 Carrier Disclaimers
SMS messages are delivered through mobile carriers, and standard message and data rates from your wireless provider may apply. ZyroGo is not responsible for delays or failures in SMS delivery caused by carrier network issues, incorrect phone numbers provided at booking, or device settings that block incoming messages. It is your responsibility to ensure that the contact information on your booking is accurate and that your device can receive messages from ZyroGo.

10. CCTV & Onboard Monitoring

ZyroGo operates CCTV cameras on board its vehicles to help maintain a safe and secure environment for passengers, drivers, and the public. Cameras are positioned to capture views of the passenger cabin, entryways, and in some cases the exterior surroundings of the vehicle. Footage may include images and, where configured, audio of individuals travelling on or boarding ZyroGo services.

The primary purposes of CCTV monitoring are to deter and investigate misconduct, support the enforcement of ZyroGo’s Service Agreement, assist in responding to safety or security incidents, and provide objective records in the event of a complaint, claim, or law enforcement inquiry. ZyroGo does not use CCTV footage for general passenger profiling, marketing, or facial recognition. Footage is accessed only by a limited number of authorized personnel who need it to investigate a specific incident, respond to a request from authorities, or carry out system maintenance.

CCTV recordings are stored for a limited retention period, after which they are automatically overwritten or securely deleted unless they have been copied or preserved in connection with a particular incident, investigation, or legal requirement. When ZyroGo receives a lawful request from police or another authorized body, relevant footage may be shared to the extent required to comply with that request. Otherwise, CCTV footage is not disclosed outside ZyroGo except to trusted service providers who host or maintain the recording systems under appropriate confidentiality obligations.

By boarding a ZyroGo vehicle, you acknowledge that CCTV monitoring may occur as part of your journey. This monitoring forms part of ZyroGo’s broader safety and security program.

11. Children’s Privacy

ZyroGo provides intercity transportation that may be used by children and youth under the supervision of a parent or legal guardian, in line with the age and travel rules set out in our Service Agreement. This Privacy Policy explains how we handle personal information when a booking involves a child, but it does not change those travel eligibility rules.

When a ticket is purchased for a child, we typically collect the child’s name and trip details so the booking can be issued and verified at boarding. In most cases, this information is provided by a parent or legal guardian, who is responsible for ensuring that the details are accurate and that the child understands, at an age-appropriate level, how their information is being used. ZyroGo does not require children to create independent online accounts and does not knowingly collect contact details directly from children for marketing purposes.

Any communications about a child’s booking, including confirmations and disruption alerts, are sent to the contact details supplied by the adult making the reservation. If a parent or guardian believes that ZyroGo has collected personal information about a child in a way that is inconsistent with this section, they should contact us using the details in Section 16 so we can review and, where appropriate, update or delete the information.

12. Your Rights & Choices

ZyroGo aims to handle your personal information in a way that is transparent and respectful of your choices. Under Canadian privacy principles, you have several rights in relation to the personal information we hold about you. How these rights apply can depend on the context and on our legal obligations, but we will always consider and respond to your request.

12.1 Access to Your Information
You may request access to the personal information ZyroGo holds about you, such as your contact details, booking history, and relevant communications or incident records. When you make an access request, we may ask for information to verify your identity and to help us locate the records you are seeking (for example, booking references or travel dates). In some cases, access may be restricted where disclosure would reveal another person’s information, confidential business information, or information protected by law; if that happens, we will explain the reason where we are permitted to do so.

12.2 Correction of Inaccuracies
If you believe that personal information we hold about you is inaccurate or incomplete, you can ask us to correct or update it. This includes changes to your contact details or corrections to your booking history where records are clearly wrong. Where we agree that a correction is required, we will update our records and, where appropriate, share the correction with any third parties who received the incorrect information. If we do not agree that a change is warranted, we will explain why and give you the option to add a brief statement of disagreement to your file.

12.3 Withdrawal of Consent
Where ZyroGo relies on your consent to process personal information, for example, for promotional communications or certain optional information you have provided you may withdraw that consent at any time. Withdrawing consent will not affect the use of your information where it is required to provide an existing booking, comply with legal obligations, or protect safety, but it may limit or end some services (such as receiving marketing emails or SMS promotions).

12.4 Deletion and Restriction
In some circumstances, you may ask ZyroGo to delete certain personal information or restrict how it is used. We will consider such requests in line with our retention obligations and operational needs. For example, we may not be able to delete information that must be kept for legal, tax, fraud-prevention, or safety reasons, or where it forms part of an active dispute or investigation. Where we cannot delete information, we will explain the reason and, where possible, limit further use to what is strictly necessary.

12.5 Complaints and How to Contact Us
If you have concerns about how ZyroGo has handled your personal information, you can contact us using the details in Section 16. We will review your complaint, investigate where appropriate, and respond within a reasonable time. You also have the right to raise your concerns with the relevant privacy regulator in Canada if you are not satisfied with our response, but we encourage you to contact us first, so we have an opportunity to address the issue directly.

13. Cross-Border Data Transfers

ZyroGo operates its transportation services entirely within Canada, but some of the technology providers we use to host and support our systems may store or process personal information on servers located outside of Canada. This can occur, for example, when we use cloud-based booking, email, SMS, or analytics services whose infrastructure spans multiple countries.

Where personal information is transferred or made accessible outside Canada, it may be subject to the laws of the foreign jurisdiction, including lawful access requests from government authorities in that country. ZyroGo seeks to work with service providers that apply privacy and security protections comparable to those we use, and we limit the information they receive to what is necessary to perform the specific services they provide to us.

By using ZyroGo’s website, booking a trip, or communicating with us, you understand that your personal information may be stored or processed in locations outside your home province and outside Canada in connection with these third-party services. Regardless of where processing occurs, ZyroGo remains responsible for protecting your personal information under this Privacy Policy and applicable Canadian privacy principles.

14. Third-Party Links

ZyroGo’s website and electronic communications may contain links to websites or services operated by third parties that are not controlled by ZyroGo. These links are provided for your convenience, for example to access partner information, mapping tools, or external resources related to your trip. When you follow a third-party link, any personal information you provide on that site is collected under that organization’s privacy practices, not this Privacy Policy.

ZyroGo is not responsible for the privacy, security, or content of third-party websites or services, and the inclusion of a link does not imply endorsement of their practices. We encourage you to review the privacy policies of any external sites you visit before providing personal information or completing transactions with them.

15. Changes to This Privacy Policy

ZyroGo may update this Privacy Policy from time to time to reflect changes in our services, technology, or legal requirements. When we make material changes, we will post the updated version on our website with a new “Last Updated” date and, where appropriate, provide additional notice (for example, by email or a prominent banner on our site).

Any changes will apply prospectively, meaning they will govern how we handle personal information from the date the revised policy takes effect onward. We encourage you to review this Privacy Policy periodically, so you remain informed about how ZyroGo collects, uses, and protects personal information.

16. Contact Information

If you have questions about this Privacy Policy or how ZyroGo handles personal information, you can contact us using the details below. We encourage you to reach out if you wish to exercise a privacy right, update your information, or raise a concern.

ZyroGo Privacy Officer
Corporate Office - ZyroGo Inc.
Mailing address: Suit 200 - 405 Brittania Rd. E
Mississauga, Ontario, Canada
Email: privacy@zyrogo.ca

Please include your name, contact details, and, where applicable, your booking reference and travel date so we can locate the relevant records. Communications addressed to the “ZyroGo Privacy Officer” will be reviewed and directed to the appropriate person for response.