RxExpress Privacy Policy

Our Commitment to Privacy

RxExpress ("we", "us", "our") is committed to protecting the privacy and confidentiality of the personal information we collect, use, and disclose while providing our specialized pharmacy delivery services within the Greater Toronto Area (GTA). This Privacy Policy outlines our practices for managing personal information in compliance with applicable Canadian privacy legislation, primarily the Personal Information Protection and Electronic Documents Act (PIPEDA).

We primarily act as an agent for our Pharmacy Partners. While these pharmacies may be health information custodians under Ontario's Personal Health Information Protection Act (PHIPA), RxExpress limits the information we collect and handle, focusing on the data necessary for secure and efficient delivery logistics, as detailed below.

Disclaimer: This policy provides a general overview of our privacy practices. It is not intended as legal advice. For specific inquiries, please use the contact information provided at the end of this policy.

What Information Do We Collect?

To provide our services effectively and securely, we collect the following types of information:

• Pharmacy Partner Information: Business contact details (contact person name, email, phone number), pharmacy name, business address, and information needed for account setup, service administration, scheduling, tracking, and billing.
• Delivery Recipient Information (Provided by Pharmacy Partner): For the sole purpose of executing delivery, our Pharmacy Partners provide us with the recipient's full name and delivery address. A recipient phone number may also be provided for delivery coordination purposes (e.g., ETA notifications, delivery confirmation). Crucially, RxExpress does not request, collect, or handle specific personal health information (PHI) about the delivery recipient, such as medication names, prescription details, or health conditions. Our role is focused on the logistics of delivering a sealed package provided by the pharmacy.
• Website Inquiry Information: Information you voluntarily provide when using our website's contact or partnership request forms (e.g., your name, pharmacy name, email, phone, message content, estimated delivery volume).
• Website Usage Information (Generally Non-Identifiable): We may collect aggregated or non-personal information about how users interact with our website (e.g., pages visited, browser type, time spent) using cookies or similar technologies. This helps us analyze usage patterns and improve our website functionality and user experience. We do not typically link this usage data to identifiable individuals.

How Do We Use Your Information?

The information collected is used strictly for legitimate business purposes related to our pharmacy delivery services:

• To provide, manage, schedule, and track our medication delivery services, including route optimization and delivery completion to the name and address specified by the Pharmacy Partner.
• To communicate effectively with Pharmacy Partners regarding service requests, scheduling confirmations, delivery status updates, and account management.
• To communicate with delivery recipients (using contact details provided by the pharmacy, where applicable and consented to) solely regarding delivery logistics (e.g., sending ETA notifications).
• To process payments and manage billing accurately for our Pharmacy Partners.
• To respond promptly and appropriately to inquiries submitted via our website forms.
• To maintain the security, integrity, and reliability of our delivery operations, platform, and systems.
• To analyze service usage, identify trends, and improve our website, operational efficiency, and overall service quality (primarily using aggregated or de-identified data).
• To comply with applicable legal obligations, regulatory requirements, and industry standards.

Recipient name and address information is treated as confidential delivery data, used exclusively for fulfilling the delivery service as directed by the Pharmacy Partner.

Consent

By establishing a partnership with RxExpress or by submitting information through our website forms, you consent to the collection, use, and disclosure of the information you provide (e.g., pharmacy contact details, inquiry specifics) as outlined in this Privacy Policy.

Regarding the delivery recipient's name, address, and potentially phone number, we rely on our Pharmacy Partners to ensure they have obtained the necessary consents from the individual before sharing this limited information with us for the explicit purpose of facilitating the delivery. This is consistent with the pharmacy's obligations under relevant privacy laws (like PIPEDA and their PHIPA duties as custodians).

You may withdraw your consent for certain uses of your information (subject to legal or contractual limitations) by contacting us. However, withdrawing consent may affect our ability to provide certain services (e.g., partnership account management).

Disclosure of Information

RxExpress does not sell, rent, or trade personal information. We may disclose information only in the following necessary circumstances:

• To Pharmacy Partners: Sharing delivery confirmation details (confirming delivery to the specified name/address), tracking updates, and information necessary for service management and billing.
• To Delivery Recipients: Providing essential delivery updates (like ETAs) using contact details provided by the pharmacy for this purpose.
• To Third-Party Service Providers: We engage trusted third-party providers for functions like website hosting, route optimization software, secure communication platforms, and potentially payment processing. These providers are contractually bound to maintain confidentiality and security, using the information only for the specific services they perform for RxExpress.
• Legal and Regulatory Requirements: When required by law, subpoena, court order, or other valid legal processes, or to comply with regulatory reporting obligations.
• Safety, Security, and Rights Protection: To protect the rights, property, or safety of RxExpress, our partners, staff, users, or the public, such as investigating delivery discrepancies or security incidents.
• Business Transactions: In the event of a proposed or actual merger, acquisition, financing, or sale of all or part of our business assets, information may be disclosed or transferred to the relevant parties, subject to appropriate confidentiality agreements.

Data Security

We are committed to protecting the information entrusted to us. We implement reasonable administrative, technical, and physical security measures appropriate to the sensitivity of the information, aiming to protect it against loss, theft, unauthorized access, disclosure, copying, use, or modification. These measures include:

• Secure chain-of-custody protocols for handling packages during pickup, transit, and delivery.
• Mandatory training for our delivery drivers and staff on privacy obligations, confidentiality requirements, and secure handling of delivery information (recipient name/address).
• Utilizing secure technology platforms for scheduling, routing, and tracking deliveries.
• Implementing access controls to ensure information is accessible only by authorized personnel on a need-to-know basis to perform their job functions.
• Secure data storage practices.

While we strive to protect the confidentiality of the delivery information provided by pharmacies, it's important to remember that no method of electronic transmission or storage is 100% infallible. We continuously review and update our security practices.

Data Retention

We retain personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected (e.g., completing the delivery service, managing Pharmacy Partner accounts, responding to inquiries), or as required to meet legal, regulatory, or business record-keeping obligations, or to resolve disputes. Retention periods for delivery recipient information (name, address) are aligned with service completion, confirmation, and necessary operational record-keeping, consistent with our agreements with Pharmacy Partners and applicable laws.

Access and Correction

Individuals have the right to request access to their personal information held by RxExpress and to request corrections if they believe the information is inaccurate or incomplete, subject to legal limitations.

• Pharmacy Partners: May access and update their primary account information via designated methods (e.g., partner portal, direct contact) or by contacting us.
• Delivery Recipients: Since RxExpress primarily handles recipient name and address as provided by the pharmacy, requests regarding this specific delivery information should generally be directed first to your Pharmacy, as they are the source and custodian of your broader health information. We will cooperate with Pharmacy Partners to facilitate access or correction if information from our delivery records is required.
• Website Form Users: Individuals who submitted inquiries via our website forms can request access to or correction of the information they provided by contacting us.

To make an access or correction request regarding information held directly by RxExpress, please use the contact details provided below.

Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices, services, or legal requirements. When we make changes, we will revise the "Last Updated" date at the top of this policy and post the updated version on our website. We encourage you to review this policy regularly.

Contact Us

If you have questions, concerns, or complaints regarding this Privacy Policy, our handling of personal information, or wish to make an access/correction request for data held by RxExpress, please contact our designated Privacy Officer or representative:

RxExpress Privacy Inquiries
Email: [email protected] (Please ensure this email address is actively monitored)
Phone: (905) 930-1005
Mailing Address: 35 Amaryllis Dr, Brampton ON L7A 0M3

If you are not satisfied with our response to your privacy concerns, you have the right to contact the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.