1. Two roles, and which one applies
MoveOS handles personal information in two different capacities, and your rights depend on which one is in play.
When we collect information about a moving company and the people who run it — the account owner, staff users, billing contacts, visitors to this website — we are the organization accountable for that information and this policy governs it.
When a moving company puts its own customers’ information into MoveOS — names, addresses, inventory, photos, signatures — that company is accountable for it and we process it on their instructions as a service provider. If you are a moving customer with a question about your move, contact the moving company; our Data Processing Agreement sets out how we support them in answering you.
2. What we collect
- Account information
- Company name, business address, province, the names, work emails and phone numbers of your users, and their role in the product.
- Billing information
- Plan, locations, invoices and payment status. Card numbers go to Stripe and are never stored by MoveOS.
- Move data (on your behalf)
- Customer contact details, origin and destination addresses, inventory lists, job photographs, signatures and signed documents, crew timesheets, GPS positions of crews on active jobs, and call recordings and transcripts where you enable them.
- Usage and technical data
- Sign-in events, IP address, device and browser, pages and features used, and error diagnostics. We use these to keep the service secure and to find bugs.
- Support communications
- What you send us when you ask for help, and our replies.
- This website
- Pages viewed and the language you select. The marketing site uses no advertising or cross-site tracking cookies; your language choice is stored in your own browser.
3. Why we use it
We do not sell personal information, and we do not use your operational data to train models offered to other companies.
- To provide MoveOS and the features you turn on.
- To authenticate users and keep accounts isolated from one another.
- To bill you and to collect payment.
- To answer support requests.
- To detect, investigate and prevent fraud, abuse and security incidents.
- To improve the product, using aggregated statistics that do not identify individuals.
- To meet legal, tax and regulatory obligations.
4. How long we keep it
These retention periods are enforced by the product, not just written here. The two that matter most operationally:
- Job photographs
- Deleted approximately 30 days after the move is marked complete. Photographs are evidence of condition at the time of the move, not a permanent archive — download anything you need for a claim before the window closes. Photos attached to an open claim or dispute are held until it is resolved.
- Signed documents and signature evidence
- Bills of lading, contracts, waivers and their signature audit trail are retained for approximately 10 years, which reflects the limitation periods that apply to moving contracts across Canadian provinces.
- Financial and tax records
- Invoices, payments and ledger entries are kept for at least seven years, as Canadian tax law requires.
- Call recordings and transcripts
- Kept for the period each company configures in its own settings, and deleted after that. Recording is off unless you turn it on.
- Crew location data
- Collected only while a crew member is on an active job, and retained for 90 days for dispute resolution.
- Account and user records
- Kept while the account is active and for 30 days after termination, then deleted.
- Security and audit logs
- Retained for 12 months.
- Backups
- Encrypted backups roll on a 35-day cycle. Deleted records disappear from backups as that cycle turns.
5. Who we share it with
We use service providers to run MoveOS. Each is bound to use the information only to provide its service to us. The current list, including where each one processes data, is maintained in Annex B of the Data Processing Agreement; the main categories are:
- Cloud hosting and database (application data, Canadian region where the provider offers one).
- File and photo storage.
- Payment processing (Stripe).
- Messaging and telephony for SMS, email and voice features.
- Error and performance monitoring.
6. Where it is processed
We host application data in Canadian regions where our providers offer them. Some providers process or store data outside Canada, including in the United States, and information handled there can be subject to the laws of that country.
Before adding a provider that processes personal information outside Quebec, we complete the privacy impact assessment Quebec’s Law 25 requires, and we record the outcome. Annex B of the Data Processing Agreement names the location for each provider.
7. Security
No system is perfectly secure. If a confidentiality incident creates a risk of serious injury, we notify affected organizations without undue delay, notify the Office of the Privacy Commissioner of Canada and the Commission d’accès à l’information where required, and keep the incident register Law 25 requires.
- Encryption in transit (TLS) and at rest.
- Database-level tenant isolation, so one company’s queries cannot reach another’s rows.
- Multi-factor authentication available for staff accounts and required for MoveOS platform administrators.
- Least-privilege internal access, with administrative access to customer data logged.
- Regular backups and rehearsed restores.
8. Your rights
If we are accountable for your information — you are a user or billing contact at a subscribing company — you may ask us to access it, correct it, or delete it, and you may withdraw consent to optional uses. Write to privacy@moveos.ca and we will respond within 30 days.
Quebec residents also have the right to data portability and the right to be informed about automated decision-making. MoveOS does not make automated decisions with legal effects about individuals.
If you are unsatisfied with our response you may complain to the Office of the Privacy Commissioner of Canada, or to the Commission d’accès à l’information du Québec if you are in Quebec.
9. Cookies
The application uses cookies and local browser storage that are strictly necessary: keeping you signed in, remembering which account you are working in, and remembering your language. The marketing site stores only your language choice. We do not use advertising cookies or third-party trackers.
10. Children
MoveOS is a business tool and is not directed at children. We do not knowingly collect personal information from anyone under 16 except where a moving company records it as part of a household move.
11. Changes and contact
We will post changes here and, for material changes, notify account owners by email at least 30 days in advance.
Privacy questions, requests and complaints: privacy@moveos.ca.