VG Well-Being Transport Inc. (VGTME) · Last updated: 29 September 2026
1. Introduction
VG Well-Being Transport Inc. ("VGTME", "we", "us", or "our") respects your privacy and is committed to protecting the personal information you entrust to us. This Privacy Policy explains what information we collect, how we use and protect it, and the rights you have. It applies to our website, our mobile application, and our transportation, specialized accompaniment, logistics, and delivery services (the "Services"). We handle personal information in accordance with applicable Canadian and Québec privacy legislation, including the Act respecting the protection of personal information in the private sector (Québec, as modernized by "Law 25") and the federal Personal Information Protection and Electronic Documents Act (PIPEDA).2. Who We Are
VG Transport Mieux-être Inc., operating in English as VG Well-Being Transport and registered under Québec business number (NEQ) 1178668704 (“VGTME”), is a transportation, accompaniment, and delivery company based in Montréal, Québec, serving businesses, healthcare institutions, community organizations, residential care facilities, and private clients. We are responsible for the personal information under our control and have designated a person in charge of the protection of personal information (see Section 13).3. Information We Collect
Depending on how you interact with us, we may collect:- Identification & contact information - name, phone number, email address, and billing or pickup/drop-off addresses.
- Booking information - trip details, dates and times, parcel descriptions, and special instructions.
- Attachments sent with a service request - the Request a Service form on our website lets you attach one file (JPG, PNG or PDF, up to 3 MB). Attaching a file is optional. We use it only to understand and arrange the service you request. The file is sent by email, together with your request, to the VGTME team that handles that type of service. Our website does not save the file; the server that hosts our website handles it only to send the email, as described in Section 14. Please do not attach medical records, prescriptions or diagnostic information; if health information is needed to arrange your service safely, please call us at 514-889-1179. If a file you send does contain health information, we treat it as sensitive information (see Section 7). Attachments are not booking records: we intend to keep them in our mailbox only as long as needed to handle your request, and then delete them (see Section 10). Our email is hosted by Microsoft 365 (see Section 14).
- Accessibility and health-related information - only where you provide it so we can assign the right vehicle and trained staff (for example, mobility needs, accompaniment requirements, or conditions relevant to a safe trip). This is sensitive information that we treat with heightened care.
- Payment information - processed to complete transactions; payment is taken through Stripe Checkout, so your card is entered on Stripe's own page and VGTME never receives or stores your card number or security code.
- Website & app data - information collected automatically such as IP address, device and browser type, and usage data through cookies and similar technologies (see Section 9).
4. How We Collect Information
We collect information directly from you when you contact us, request a quote, make a booking, or use our app; from a person authorized to act on your behalf (such as a family member, caregiver, or referring institution); and automatically through our website and app.5. How We Use Your Information
We use personal information to:- Provide, schedule, and deliver the Services you request;
- Assign appropriate vehicles, drivers, and accompaniment staff;
- Communicate with you about bookings, confirmations, and updates;
- Process payments and manage accounts;
- Ensure safety, quality, and compliance;
- Improve our website, app, and Services;
- Meet our legal and regulatory obligations.
6. Consent
We collect, use, and disclose personal information with your consent, except where the law permits or requires otherwise. By providing your information and using our Services, you consent to the practices described in this Policy. For sensitive (including health-related) information, we rely on your express consent and use it only for the purposes for which it was provided. You may withdraw your consent at any time, subject to legal or contractual limits, by contacting our privacy officer.7. Sensitive & Health Information
Where you share accessibility or health-related details, we use them solely to deliver safe, appropriate transport and accompaniment. Access is limited to staff who need it to perform the Service, and the information is protected with appropriate safeguards.8. Sharing & Disclosure
We may share personal information only as necessary with:- Our drivers and staff, to carry out your booking;
- Service providers that support our operations (for example, our booking/delivery-management application provider and payment processors), under agreements that require them to protect your information;
- The person who arranged the Service on your behalf, where applicable (such as a referring institution or caregiver);
- Authorities or third parties where required by law or to protect rights, safety, and property.
9. Cookies, Analytics & Your Choices
Our website uses cookies and similar technologies. We group them into two categories, and you control the second one.- Strictly necessary — required for the site to function and to remember your choices, including your language preference and your cookie decision. These are always active.
- Analytics — Google Analytics, which helps us understand how the site is used so that we can improve it. These are not necessary for the site to work, so we do not activate them unless you agree.
10. Data Retention
We keep personal information only as long as necessary for the purposes described in this Policy, and never longer than necessary, except where a longer retention period is required by law. We also aim to collect only the information reasonably necessary to provide our Services. As a general framework:- Accounting records, invoices, payment records and supporting tax documentation — six years, or longer where required by applicable tax or other legislation.
- Booking details, trip and service records, and accompaniment reports — generally three years following the Service, unless a longer period is required for legal, regulatory, insurance, complaint or dispute purposes.
- Service requests and attachments received through our website — these are not booking records. VGTME is putting in place a manual process under which, once a month, our Privacy Officer (see Section 13), or a staff member they designate, reviews our mailbox and deletes request emails and their attachments that are no longer needed to respond to the request, unless a longer period is required by law. If a request leads to a booking, the three-year period above does not automatically apply to the request email or its attachment; any record created for the booking follows its own retention period.
- Medical, mobility or other sensitive information provided specifically so that we can perform a Service safely — retained only for as long as reasonably necessary for the purpose for which it was collected, unless we are legally required to keep it longer.
- Where a complaint, insurance claim, legal proceeding or investigation is pending — the relevant records may be retained until the matter and any applicable retention period have concluded.
11. How We Protect Your Information
We implement reasonable physical, organizational, and technological safeguards appropriate to the sensitivity of the information to protect it against loss, theft, and unauthorized access, disclosure, or use. While we take security seriously, no method of transmission or storage is completely secure.12. Your Rights
Subject to applicable law, you have the right to:- Access the personal information we hold about you;
- Request correction of inaccurate or incomplete information;
- Withdraw your consent to certain uses;
- Request deletion of your information, where applicable;
- Receive the computerized personal information you provided to us in a structured, commonly used technological format, and ask us to transmit it to another organization;
- Make a complaint about how we handle your information.
13. Person in Charge of Personal Information (Privacy Officer)
VGTME has designated a person responsible for the protection of personal information. You may reach them at: Gregory Théophile — President and Privacy Officer Email: info@vgtransportmieuxetre.ca Phone: 514-889-117914. Transfers Outside Québec
Our application is hosted in Québec. The VG Transport application, its database, its file storage and its backups run on Amazon Web Services in the ca-central-1 region, located in Montréal. Booking records, trip records, accompaniment notes, proof-of-delivery photographs and signatures, and the application's technical logs therefore remain in Québec. VGTME does not use an external error-monitoring service. Certain service providers do process information outside Québec. We name each of them here, together with what it receives:- Stripe — online payment. You enter your card directly on Stripe's own hosted page: VGTME never receives or stores your card number or security code at any point. Stripe receives your name, email, billing address and the transaction amount, and processes them in the United States.
- Google LLC — Google Analytics on this website and within the application, to understand how they are used. Processed in the United States. On the website, these cookies are not activated unless you agree (see Section 9).
- Google (Firebase Cloud Messaging) — push notifications to our drivers' application only. This service is not used for customer notifications. Processed in the United States.
- Bytes Brothers Technology (GoSpacia) — hosting of this website, on a server operated by Hostinger and located in Mumbai, India, with weekly backups stored in Malaysia. Every form on this website, including any attachment sent with the Request a Service form, passes through this server, which sends it by email to our Microsoft 365 mailbox. The website does not save form submissions or attachments. The server handles them in two separate stages:
- Temporary processing - while a form is being sent, an attachment is held in the server's temporary folder. It is deleted automatically as soon as sending is finished, whether or not the email was sent.
- Outgoing email queue - the email, including any attachment, is then placed in the server's outgoing email queue. It normally leaves the queue within seconds, once Microsoft 365 accepts it. If delivery is delayed, the email and its attachment may remain in the queue for up to 5 days before they are delivered or returned to our mailbox as undeliverable, and they are then removed from the queue.
- Microsoft 365 (Microsoft Corporation) — our business email, including messages you send us and files attached to requests made through our website. Microsoft may store or process this information outside Québec.