1. Delete Your DrLoop Go Account
You may request deletion of your DrLoop Go account.
Account deletion is different from:
- signing out;
- uninstalling DrLoop Go;
- turning off notifications;
- temporarily deactivating access;
- removing a payment method.
Deleting the DrLoop Go application from your device does not, by itself, delete your DrLoop Go account.
2. Request Deletion From DrLoop Go
Where available, account deletion can be started directly from DrLoop Go.
Recommended path: Profile → Account → Privacy & Data → Delete Account.
DrLoop should make the deletion option reasonably easy to find.
3. Request Deletion From the Website
You may also request deletion without reinstalling or accessing the DrLoop Go application.
Use: drloop.ca/legal/drloop-go/delete-account
The website should provide a visible: Request account deletion option.
DrLoop may require reasonable verification before processing a deletion request.
4. Account Deletion Is Permanent
Deleting a DrLoop Go account is intended to permanently close the account.
After deletion is completed, you may lose access to information and functionality associated with the account, which may include:
- Trip history available through the account;
- saved locations;
- saved Rider information;
- account preferences;
- receipts available through the account;
- saved payment references;
- other account features.
Where appropriate, DrLoop may provide an opportunity to download or retain information before deletion is completed.
5. Before You Confirm Deletion
Before a deletion request is finally confirmed, DrLoop should clearly explain the principal consequences.
The deletion process may include a confirmation such as: Delete your account?
Deleting your DrLoop Go account will permanently close your account and begin deletion of associated personal information that DrLoop is not required or permitted to retain.
This action may not be reversible after deletion is completed.
Available actions may include: Keep my account and: Continue to delete.
6. Identity Verification
Because a DrLoop Go account may contain sensitive personal information, Trip information, location information, transportation requirements, health-related transportation information and payment information, DrLoop may take reasonable steps to verify the identity or authority of the person requesting deletion.
Verification may include methods such as:
- signing in again;
- verification through the email address associated with the account;
- verification through the phone number associated with the account;
- another secure verification method.
DrLoop seeks to use verification measures proportionate to the sensitivity of the information and circumstances.
7. Requests Made for Another Person
A caregiver, family member, representative or other person may not automatically delete another individual's DrLoop Go account or personal information.
Where a request is made on behalf of another person, DrLoop may require reasonable evidence that the requester has appropriate authority.
This is particularly important where the account or Trip information contains sensitive personal or health-related information.
8. Final Confirmation
Account deletion must be intentional.
DrLoop may require a final affirmative action such as: Delete my account before completing the request.
The deletion choice should not be:
- preselected;
- hidden;
- presented through confusing wording;
- triggered accidentally through an ordinary account action.
9. Confirmation of Your Request
After a deletion request is submitted, DrLoop should provide confirmation that the request has been received.
Where available, this may include:
- request reference number;
- date submitted;
- request status.
DrLoop may contact you if additional information is reasonably necessary to verify or complete the request.
10. Upcoming Trips
If your account has an upcoming confirmed Trip, DrLoop may need to address that Trip before account deletion is completed.
You may need to:
- retain the account until the Trip is completed; or
- cancel the applicable Trip and proceed with deletion.
Any applicable cancellation terms remain subject to the DrLoop Go Cancellation & Refund Policy and the terms applicable to the Trip.
DrLoop should not silently cancel a confirmed Trip without informing you.
11. Active Trips
If transportation is currently in progress, DrLoop may delay completion of account deletion until the active Trip has safely concluded or otherwise been resolved.
The deletion request itself may still be received and recorded.
This limited delay may be necessary to:
- maintain Trip continuity;
- protect Rider safety;
- preserve necessary transportation information;
- complete the active service.
DrLoop should not retain an account indefinitely merely because an active Trip previously existed.
12. Pending Refunds, Payments or Billing Reviews
A pending refund, payment, cancellation review, billing dispute or charge investigation may require DrLoop to retain limited information necessary to complete or resolve that matter.
Where reasonably possible, the user-facing account may still be closed while information legitimately required for the outstanding matter is retained separately.
13. What Happens When an Account Is Deleted
When account deletion is completed, DrLoop will take appropriate steps to:
- close the DrLoop Go account;
- revoke applicable active account sessions;
- remove normal access to account functionality;
- delete personal information that is no longer required;
- address associated information held by service providers acting on DrLoop's behalf as applicable;
- retain only information that DrLoop is legitimately required or permitted to retain.
Temporary account suspension or deactivation is not the same as completed account deletion.
14. Information Generally Subject to Deletion
Subject to legitimate retention requirements, deletion may apply to information such as:
- account profile information;
- account preferences;
- saved locations;
- saved optional Rider information;
- optional profile content;
- authentication information no longer required;
- other account information for which DrLoop no longer has a legitimate retention purpose.
The information associated with an account may vary depending on how DrLoop Go was used.
15. Trip Records
Account deletion does not necessarily require immediate destruction of every historical Trip record.
DrLoop may need to retain limited Trip information for legitimate purposes such as:
- transaction records;
- accounting;
- support history;
- safety;
- fraud prevention;
- dispute resolution;
- legal claims;
- applicable legal requirements.
DrLoop should retain only information reasonably necessary for those purposes.
Information that no longer needs to remain identifiable should be deleted, de-identified or otherwise appropriately handled according to DrLoop's retention practices.
16. Health-Related Transportation Information
DrLoop Go may process sensitive transportation information such as:
- Wheelchair requirements;
- Stretcher requirements;
- Oxygen;
- Stair Chair;
- Cardiac Monitor;
- mobility information;
- relevant precautions;
- Relevant diagnosis or condition for transportation.
Deleting an account does not give DrLoop a reason to retain this information indefinitely.
Where identifiable health-related transportation information is no longer reasonably required for a legitimate purpose, DrLoop will take appropriate steps to delete, de-identify or otherwise securely handle it according to applicable requirements and DrLoop's retention practices.
17. Relevant Diagnosis or Condition for Transportation
A Relevant diagnosis or condition for transportation is intended only for circumstances where the information may reasonably affect transportation requirements, assistance, safety or care requirements during the Trip.
It is not intended to become a permanent general medical profile merely because a Trip was once completed.
Retention of this information must remain connected to a legitimate purpose.
18. Location Information
DrLoop Go may process precise or other location information in connection with a Trip.
After account deletion, location information that is no longer reasonably required should be deleted, de-identified or otherwise handled according to the applicable retention requirements.
Certain location information may need to remain connected with a retained Trip, safety or dispute record where there is a legitimate basis for doing so.
Access to retained location information should remain appropriately restricted.
19. Payment and Transaction Information
Certain payment and transaction information may need to be retained after account deletion for legitimate purposes such as:
- accounting;
- financial records;
- tax requirements;
- refunds;
- payment disputes;
- fraud prevention;
- legal obligations.
This may include limited information such as:
- transaction reference;
- amount;
- Trip charge;
- cancellation charge;
- refund;
- payment status;
- receipt.
Account deletion does not authorize unnecessary retention of full payment credentials.
Payment processors may also have their own legitimate retention requirements.
20. Receipts
Deleting an account may remove normal access to receipts through DrLoop Go.
Before completing deletion, users may wish to retain any receipts or Trip confirmations they reasonably need.
Where DrLoop must retain a transaction record, closing the user-facing account does not necessarily require destruction of that legally or legitimately retained record.
21. Safety and Incident Records
Where an account or Trip is connected with matters such as:
- collision;
- injury;
- safety investigation;
- harassment report;
- discrimination complaint;
- sexual misconduct report;
- fraud investigation;
- privacy incident;
- security incident;
- legal dispute,
DrLoop may retain information reasonably necessary to address the applicable matter.
A deletion request does not require DrLoop to destroy evidence that it is lawfully required or permitted to preserve.
Retention should remain limited to information reasonably necessary for the applicable purpose.
22. Fraud and Security Information
DrLoop may retain limited information where reasonably necessary to:
- prevent fraud;
- investigate account misuse;
- prevent repeated abuse;
- protect account security;
- investigate unauthorized access;
- protect DrLoop systems.
A security or fraud purpose does not automatically justify indefinite retention of all information associated with the deleted account.
23. Legal and Regulatory Retention
In some circumstances, DrLoop may be required or permitted to retain certain information because of:
- applicable law;
- regulatory requirements;
- tax or accounting obligations;
- litigation or legal claims;
- safety requirements;
- fraud prevention;
- contractual obligations;
- another legitimate legal purpose.
Where information must be retained, DrLoop will seek to limit retention to the information and period appropriate to that purpose.
24. Information Held by DrLoop Service Providers
DrLoop may use third-party service providers to operate parts of DrLoop Go.
Where a service provider processes personal information on DrLoop's behalf, DrLoop will take appropriate steps to address deletion of account information held by that service provider, subject to legitimate retention requirements.
Deletion should not stop solely at DrLoop's primary account database where unnecessary copies remain with processors acting on DrLoop's behalf.
25. Information Held by Transportation Providers
Transportation Providers may receive information necessary to arrange or perform a Trip.
A Transportation Provider may independently have legal, regulatory, insurance, safety, operational or recordkeeping obligations.
Deleting a DrLoop Go account does not automatically require an independent Transportation Provider to delete information that it lawfully controls or is required or permitted to retain.
Privacy requests concerning records independently controlled by a Transportation Provider may need to be directed to that Provider.
26. Hospital and Facility Records
Where a Trip was arranged or coordinated through a Hospital, healthcare Facility or another organization, that organization may maintain its own records.
Deleting a DrLoop Go account does not automatically delete:
- Hospital records;
- Facility records;
- clinical records;
- other records independently controlled by that organization.
DrLoop does not represent that it can delete information from systems it does not legally control.
27. Backups
Account information may exist temporarily in protected backup systems after deletion from active production systems.
Backups are maintained for purposes such as:
- disaster recovery;
- security;
- system resilience.
Information remaining in backups should remain protected and subject to applicable retention and deletion processes.
Deleted account information should not be restored into ordinary active use merely because a backup exists, except where legitimately necessary as part of an authorized recovery process.
28. De-Identified and Anonymous Information
DrLoop may retain information that has been appropriately de-identified or anonymized so that it is no longer reasonably associated with an identifiable individual.
Such information may be used for legitimate purposes including:
- service analysis;
- system reliability;
- operational planning;
- aggregated reporting;
- product improvement.
Removing a person's name alone does not necessarily mean information is anonymous.
DrLoop should use appropriate measures where information is retained in de-identified or anonymized form.
29. Aggregated Information
DrLoop may retain aggregated information that does not identify an individual.
For example, DrLoop may use aggregate information to understand:
- general transportation demand;
- overall service activity;
- operational performance;
- general product usage.
Aggregated information should not be structured or used in a way intended to expose identifiable sensitive Rider information.
30. Information Will Not Be Kept Merely "Just in Case"
DrLoop does not intend to retain personal information indefinitely merely because:
- storage is available;
- information might possibly become useful someday;
- deletion is technically inconvenient.
Retention must remain connected to a legitimate purpose.
When identifiable personal information is no longer reasonably required, DrLoop will take appropriate steps to delete, erase, de-identify or otherwise securely dispose of it.
31. Account Deletion and Another Rider
A DrLoop Go account holder may arrange transportation for another person.
Deleting the account holder's account does not automatically mean that every record relating to the other Rider can or should be deleted.
DrLoop may need to consider:
- whose personal information is involved;
- why the information is retained;
- whether the Rider has an independent relationship with DrLoop;
- whether a legitimate Trip record must remain;
- which information belongs only to the deleted account holder.
A person's deletion request should not improperly erase another individual's legitimate record.
32. Minors and Authorized Representatives
Deletion requests involving minors or other individuals represented by another person may require additional verification.
DrLoop may take reasonable steps to confirm:
- identity;
- parental or guardian authority;
- substitute decision-making authority;
- another lawful basis for acting on behalf of the individual.
DrLoop will not delete sensitive information merely because an unverified person claims authority over another individual's account or information.
33. Other Privacy Requests
Account deletion is not the only privacy option available.
Depending on the circumstances and applicable law, you may also be able to request:
- access to personal information;
- correction of inaccurate information;
- withdrawal of applicable consent;
- deletion of certain optional information;
- information about DrLoop privacy practices;
- review of a privacy concern or complaint.
See the DrLoop Go Privacy Notice for more information.
34. Removing Optional Information Without Deleting Your Account
Where DrLoop Go provides the functionality, you may be able to remove certain optional information without deleting the entire account.
This may include items such as:
- saved location;
- optional profile information;
- saved Rider information no longer required;
- other optional preferences.
DrLoop should not require deletion of an entire account merely to remove optional information where a more limited deletion option is reasonably available.
35. Withdrawal of Consent
Where DrLoop relies on consent that may lawfully be withdrawn, you may withdraw that consent subject to applicable legal restrictions, operational requirements and reasonable notice.
Withdrawal may affect functionality that depends on the applicable information.
Withdrawing consent does not necessarily require deletion of information DrLoop remains legally required or permitted to retain.
36. No Fee for Ordinary Account Deletion
DrLoop does not charge a fee merely for submitting an ordinary DrLoop Go account deletion request.
Deleting an account does not eliminate legitimate amounts already due for transportation or another valid transaction.
37. Outstanding Obligations
Account deletion does not erase:
- legitimate outstanding payments;
- applicable legal claims;
- rights arising from completed transactions;
- safety obligations;
- lawful investigation records;
- other obligations that continue independently of the account.
DrLoop may retain the limited information reasonably necessary to address those matters.
38. Marketing Communications
After account deletion is completed, DrLoop should stop optional marketing communications associated solely with the deleted DrLoop Go account.
Limited information may be retained where reasonably necessary to honour a previous unsubscribe or suppression request.
Operational or legally necessary communications concerning account deletion, an outstanding refund, a safety matter, a privacy request or a legal issue may continue where appropriate.
39. Creating a New Account Later
After deletion is completed, DrLoop is not required to restore the former account if you later return.
You may need to create a new DrLoop Go account.
Information lawfully retained from a previous account will not necessarily become part of the new account.
40. Account Security After Deletion
When account deletion is completed, DrLoop should take appropriate steps to terminate access associated with the deleted account.
This may include:
- revoking active authenticated sessions;
- disabling or removing applicable account credentials;
- revoking applicable access tokens;
- preventing ordinary login to the deleted account.
The precise technical process may depend on the authentication method used.
41. Third-Party Sign-In
Where DrLoop Go supports a third-party sign-in service, account deletion may also require DrLoop to revoke or disconnect applicable account credentials or tokens where appropriate.
Use of an independent third-party identity account may remain governed separately by that third party.
Deleting a DrLoop Go account does not necessarily delete an independent Apple, Google or other third-party account.
42. How Long Deletion Takes
DrLoop will seek to complete verified account deletion requests within a reasonably appropriate period based on:
- the complexity of the account;
- verification requirements;
- active or pending Trips;
- legitimate retention requirements;
- applicable legal obligations.
Where additional time or information is reasonably required, DrLoop may communicate that to the requester.
DrLoop will not intentionally leave a verified deletion request unresolved indefinitely.
43. If Certain Information Cannot Be Deleted
Where DrLoop must or may legitimately retain particular information after account deletion, DrLoop may explain the general reason where appropriate.
Possible reasons may include:
- legal requirements;
- transaction records;
- safety investigations;
- financial requirements;
- active disputes;
- fraud prevention;
- security;
- another legitimate retention purpose.
DrLoop will not rely on a generic claim that all information must be kept "for legal reasons" where no actual retention basis exists.
44. Privacy and Security of Deletion Requests
A deletion request itself may contain personal information.
DrLoop may retain appropriate records relating to:
- the request;
- identity verification;
- actions taken;
- completion;
- applicable retention decisions.
These records may be necessary to demonstrate that a request was properly handled and to protect against unauthorized deletion.
They should be protected and retained according to applicable DrLoop privacy and retention practices.
45. Privacy Complaints
If you have concerns about how DrLoop handled an account deletion or another privacy request, you may contact DrLoop.
DrLoop may investigate the concern and request information reasonably necessary to verify identity and understand the issue.
See the DrLoop Go Privacy Notice for additional information about privacy requests and complaints.
46. Changes to This Page
DrLoop may update this Account & Data Deletion information as DrLoop Go changes, deletion processes change, retention practices change or applicable requirements change.
The current version will display its Effective Date and Last Updated.
Material changes will be reflected in the applicable DrLoop privacy documentation where appropriate.
47. Request Account Deletion
To request deletion from DrLoop Go, use: Profile → Account → Privacy & Data → Delete Account.
If you cannot access DrLoop Go, use the account deletion process available at: drloop.ca/legal/drloop-go/delete-account.
The website process must allow you to begin a deletion request without requiring you to reinstall DrLoop Go.
48. Contact
For privacy questions or concerns relating to account deletion:
DrLoop Inc.
Privacy Inquiry
info@drloop.ca
Please do not send unnecessary medical information by ordinary email.
DrLoop may request additional information through an appropriate secure process where reasonably necessary to verify your identity or complete your request.
For an immediate medical emergency or immediate danger, contact the appropriate local emergency service.