Privacy policy

Yellow Express ("we", "us") operates this website and provides taxi services in British Columbia. This page explains, in plain language, what personal information we collect and what we do with it, under British Columbia's Personal Information Protection Act (PIPA).

What we collect

When you book a ride. If you call, message us on WhatsApp, or book with Sam or the booking form on this website, we collect what we need to complete the trip: your name, contact number, pickup address and destination, any notes you give the dispatcher (for example, luggage or accessibility needs), and an email address if you give one. Booking details are kept in our customer system so we can follow up about your ride.

When you visit this website. We use analytics tools to understand how the site is used — pages viewed, approximate location, device and browser type, and how you arrived. This is collected through cookies and similar technologies, and is used in aggregate.

When you talk to Sam. Sam is our automated dispatcher, an AI, not a person. If you call Sam on this website, your browser asks to use your microphone, and it is used only while the call is open. The call is not recorded as audio. Whether you call or type, a written transcript of the conversation is kept with your booking so our dispatchers can see what you asked for, and a copy is held in our server logs for a limited period for troubleshooting. Sam runs on a third-party AI service hosted by Google in the United States. Spam protection (Google reCAPTCHA) checks that requests to Sam, the chat and the booking form come from a person.

What your browser remembers. After you book with Sam, this browser keeps your first name, a sealed token that lets Sam recognise you next time, and your recent conversations with her, for 30 days. It stays on your device; tap “Not you? Start fresh” in Sam's panel to clear it.

When you tap “Use my location”. Your browser asks once. Your position is sent once to our address lookup to find the nearest street address, which becomes the pickup on that booking. The coordinates themselves are not kept.

Session recording. We use Microsoft Clarity to see how pages are used — clicks, scrolling and taps — so we can fix what gets in people’s way.

What we do not collect here. This website does not process payments and does not ask you to create an account. Fares are paid in the vehicle, except pickups from Abbotsford Airport (YXX), which are paid upfront unless you have a Yellow Express account.

How we use it

• To dispatch a vehicle and complete your trip
• To contact you about a booking, or if something is left in a vehicle
• To send you a short text or email after your ride asking how it went, and occasional service updates, only where you have agreed or where the law allows after a ride. Every message says who it is from and how to stop them: reply STOP to a text, or use the unsubscribe link in an email.
• To understand how the website performs and improve it
• To meet our obligations as a licensed passenger-transportation provider

Who we share it with

Trip details are shared with the driver assigned to your booking, because they need them to collect you. We use third-party service providers for website analytics (Google), session recording (Microsoft Clarity), hosting (Google), our dispatch system (TaxiCaller), our customer system, mapping and address lookup (Google Maps), the AI assistant (Google) and spam protection (Google reCAPTCHA), who process data on our behalf; several of them process it in the United States. We do not sell your personal information.

We may disclose information where required by law, or to a regulator such as the Passenger Transportation Branch in relation to a complaint or investigation.

Cookies

Cookies are small files stored by your browser. We use them for analytics and to measure the performance of advertising. You can block or delete cookies in your browser settings; the site will still work.

How long we keep it

Booking records are kept for as long as accounting and passenger-transportation rules require, which for financial records is up to seven years, then deleted. Website analytics are retained in aggregate.

Your choices

You can ask us what personal information we hold about you, ask us to correct it, or ask us to delete it where we are not required to keep it. Questions and requests go to our Privacy Officer atadmin@yellowexpress.ca or 604-581-1111, and we will respond within 30 days. If you are not satisfied with our answer, you can contact the Office of the Information and Privacy Commissioner for British Columbia.

Contact

Yellow Express
107-13119 84 Ave, Surrey, BC V3W 1B3
Phone: 604-581-1111
Email: admin@yellowexpress.ca