Effective December 2023

La Route verte (hereinafter “Route verte”, “we”, “our” or “us”) takes privacy and confidentiality seriously.

For this reason, Route verte implements effective controls to protect the confidential nature of personal information in its custody.

This Privacy Policy (the “Policy”) describes how Route verte collects, uses,
communicates and stores the personal information you may provide in connection with your use of the Route verte website (the “Website”) or the services provided by Route verte (the “Services”). It also informs you of Route verte’s commitments with respect to the management and protection of personal information.

By accessing this Website or using our Services, you consent to the collection,
use, disclosure and storage of your personal information in accordance with this Policy.

Who is the Policy for?

This Policy applies to everyone who communicates or interacts with our Platforms or Services. You are a customer or someone who uses our Platforms or Services. Our employees and those who respond to our communications are subject to a separate privacy policy.

What is personal information?

It is any information that concerns a natural person and makes it possible, or combined with other data, to identify him or her. This may include, for example, your name, e-mail addresses, contact information and any similar information provided to Route verte. Such information is not considered personal information when it is aggregated and cannot be associated with an identifiable individual.

Sources of personal information

We collect personal information about you from :

  • You :
    • When you provide this information directly to us, and
    • When personal information about you is automatically collected as part of your use of our services.
  • Third parties who share your personal information with us :
    • Service providers. For example, we may use service providers to analyze how you interact and engage with our Web Site or services, or third parties may help us provide you with customer support.

Personal information you provide voluntarily

When you visit our Website, participate in a contest, promotion, survey or create an account on the Website or use our services, you may be asked to voluntarily provide us with certain personal information (such as your name, e-mail address, mailing address and telephone number) so that we can more easily communicate with you and offer you the
services you require.

Personal information automatically collected

Cookies – When you access the Website, we use a browser feature called a “cookie” to automatically collect certain non-identifiable user information, such as the Internet Protocol (IP) address that identifies the computer, the IP address of the Internet service provider, browser name and version, the date and time the user accesses the Website, the Internet address from which the user directly to the Web Site, the operating system used, the sections of the Web Site visited, the Web pages read and images viewed, and the documents displayed on the Web Site or downloaded from the Web Site. A cookie is a small text file containing a unique identification number that identifies the visitor’s browser (but does not necessarily identify the visitor) to our computers each time someone visits our Website.

We use cookies to administer our Website, our services, and to analyze how our site and services are used. They also allow us to better understand your interests and provide you with a more personalized online experience. You can reset your browser to notify you when you receive a cookie or decline cookies.
However, if you refuse cookies, you may not be able to use some of the features on our
Web site.

  • By using our Website, you acknowledge that we use essential cookies and you consent to the use of non-essential cookies.

Purposes for which we collect personal information

Route verte uses the personal information collected about you for the following purposes

  • Respond to or follow up on online service requests, questions or comments
    you send us;
  • Create and manage your online account and provide you with the services you have
    subscribed to;
  • Personalize and enhance your experience on our Website;
  • To carry out analyses and statistics on our audience, our clientele and the use of our Services, in order to better understand the interests and preferences of our customers;
  • Analyze user data on an aggregated and anonymous basis;
  • Detect security incidents and protect against malicious activity,
    fraudulent or illegal activities;
  • Take any other action for which personal information has been collected;
  • For other purposes described in this Policy or as permitted by law.

Tracking information – Route verte may use non-identifying information about its users to create general tracking information reports regarding the demographics of users of the Website or our Services. This non-identifiable information is used for system and Website administration, to better understand your interests and to improve the Site.

Electronic communications – If you provide us with your e-mail address, Route verte may send you, occasionally, commercial electronic messages in the form of e-mail, notably to inform you of our promotions, important updates, to offer you a new service or product, including those offered by entities belonging to the same group of companies.

Targeted advertising – Using cookies and web beacons, Route verte is able to offer you advertising that better meets your needs, since it is targeted according to your interests. When you visit our Website, cookies and web beacons tell us which pages are of interest to you. As a result, we can then display advertising that suits your interests. These technologies do not contain any personal or financial information that could identify you. They may contain a unique identifier for retargeting purposes. When you click on one of these advertisements, Route verte may also track the campaign response rate.

Disclosure of personal information

We cannot communicate to a third party the personal information contained in the file we hold on you, except with your written consent or as required by law (for example, in the case of an investigation by judicial officers). We communicate to a third party the personal information contained in the file we hold on you if this communication is made for the same purposes.

Sending your personal information outside Route verte
confidentiality, even if you are the recipient of the information.

Disclosures to our service providers – We may also share your information with third-party suppliers, consultants and other service providers we employ to perform tasks or services on our behalf. These entities include, but are not limited to, our payment processors
providers, web analytics companies (e.g. Google Analytics), business intelligence service providers, e-mail service providers (e.g. Mailchimp), and advertising partners.

Disclosure to government agencies – We may disclose your personal information to government agencies that are authorized by law to obtain such information, or when Route verte has reasonable grounds to believe that the information may be useful in the investigation of unlawful activity, or to comply with a subpoena, warrant or order issued by a court, person or body requiring the production of information, or to comply with the rules of a court relating to the production of records or information, or to protect the rights or property of Route verte.

Business Transaction – If Route verte undergoes a merger or other restructuring
or other reorganization, Route verte may disclose your personal information to the
the resulting organization.

Retention and security of personal information

Retention – The personal information we hold about you is kept in an electronic file whose purpose is to enable you to benefit from Route verte’ services and complementary

Security – We take and apply the necessary and appropriate security measures to ensure the confidentiality of personal information in our possession against loss, destruction or theft, as well as against unauthorized access, disclosure, reproduction, use or modification. The personal information contained in our files is therefore only accessible to those who need to know it in the performance of their duties and who consult it only when necessary.

Nevertheless, due to the nature of the Internet and the technologies it supports, the risks associated with security and confidentiality cannot be eliminated, and Route verte cannot guarantee that your personal information will not be disclosed in a manner contrary to this Policy.

Wherever possible, we ensure that the personal information we hold on you is up-to-date before we use it to make a decision about you.

Right of access, rectification and deletion

By contacting Route verte at serviceclient@velo.qc.ca, you can :

  • Request access to your personal information and obtain information about Route verte collection, use and disclosure of your personal information;
  • Request to change or update your personal information; and
  • Request the deletion of your personal information.
  • Subject to certain exceptions provided by law, you will be able to obtain reasonable access to information we hold about you, and you will have the right to challenge the accuracy and completeness of the information and have it amended as appropriate. You can help Route verte maintain the accuracy of your personal information by notifying Route verte of any necessary changes.

When you request the deletion of your personal information, your request will be processed in accordance with applicable laws. Please be aware that Route verte may still retain some of your personal information to comply with its legal and regulatory obligations or if it is still necessary for the purposes for which it was collected.

Refusal and withdrawal of consent

By contacting Route verte at serviceclient@velo.qc.ca, you may withdraw or change your consent to the use and disclosure of your personal information or withdraw your consent to the use and disclosure of your personal information, or refuse certain uses and disclosures, subject to legal or contractual restrictions. If you refuse to provide us with your personal information, we may not be able to do business with you or provide you with the services you have requested.

Electronic communications – At any time, you may have your name removed from our promotional or marketing electronic communications mailing lists by unsubscribing from our e-mail communications or by changing your preferences in your Route verte account settings.

Cookies – You can block the use of cookies by activating the appropriate setting in your browser.

Length of time personal information is kept

We retain your personal information for as long as we have a legitimate need to do so. Even if you have ceased to do business with us, we must retain certain information because, among other reasons, it is required by law.
When this information is no longer required, it is destroyed. As part of the
process of destroying information, we adhere to strict rules and ensure that anyone who had access can no longer access your information to prevent unauthorized access.

Policy modification

We may make changes or additions to this Policy at any time and therefore
and we encourage you to review it periodically. If we make any changes to this Policy, we will notify you by changing the effective date of this Policy at the top of the page.

How to reach us

If you have a question, concern or complaint about your privacy or our
protection of your personal information or our privacy practices, you may contact
Vélo Québec Customer service, by e-mail at serviceclient@velo.qc.ca.

You can also contact us by mail at our head office:

1251 Rachel Street East, Montreal, Qc, H2J 2J9.

Include your name and contact details, the nature of your
of your request or complaint, and any other relevant information.

Contact the Route verte team by e-mail or via the contact form.