Privacy Policy
Last updated: July 30, 2026
Route Care provides route dispatch software for care-transport operations: a dispatcher web application and the Route Care Driver mobile app. We provide this service to participating care centers; your relationship is with your center (your employer or care provider), and we process data on its behalf.
Information we collect from drivers
- Identity: your name and work phone number, provided by your dispatcher when your account is created. Sign-in codes are sent to this number by SMS.
- Location: the driver app collects your device's precise GPS location while the app is open and you are signed in, so your dispatcher can see the vehicle's live position during passenger transport. The app requests “While Using the App” permission only — it does not ask for “Always” location access. Collection stops when you sign out or leave the app, and you can revoke the permission in your phone’s settings at any time (live tracking features stop working accordingly). See In-app navigation below for the one case where location is used while the app is not in the foreground.
- Route activity: stop completions, no-shows, and service-verification (EVV) signatures you capture, with the time and place they were recorded.
Information we process about riders
Rider names, addresses, phone numbers, and schedules are entered and owned by the care center. We process this information solely to provide the dispatch service to that center and treat it as confidential health information, consistent with applicable law (including HIPAA, where it applies).
How information is used
- Planning and running daily pickup and drop-off routes.
- Showing dispatchers live vehicle positions and stop status.
- Verifying service delivery (EVV signatures).
- Operating, securing, and troubleshooting the service.
We do not sell personal information or use it for advertising. We share it only with: the care center you work with or receive services from; the infrastructure providers that host the service (Amazon Web Services) under contractual confidentiality obligations; and, when a driver uses turn-by-turn navigation, Google — limited to stop coordinates and the driver’s location, and never rider names. See In-app navigation below.
In-app navigation (Route Care Driver)
The driver app includes turn-by-turn navigation built on the Google Navigation SDK. When a driver taps Navigate, the coordinates of the remaining stops and the device’s location are sent to Google so it can calculate the route and provide guidance. Google collects this navigation data for its own purposes under its privacy policy and terms; the app shows Google’s disclosure for acceptance the first time navigation is used.
- Rider names are never sent to Google. Navigation waypoints are labelled by stop number only (for example “Stop 3”). Google receives locations, not identities.
- What Google receives: the stop coordinates for the route being driven, the device’s location while guidance is running, and the route travelled.
- Background location: on iOS the app declares the location background capability because the navigation SDK requires it in order to start guidance at all. It is used for turn-by-turn navigation. The app still requests only “While Using the App” authorization, and position sharing with your dispatcher remains limited to when the app is open.
- Declining: a driver who does not accept Google’s navigation terms simply does not get in-app navigation; the rest of the app — routes, stop status, and EVV signatures — works normally.
Website analytics (route.care)
The commitments above concern the dispatch service and the information of riders and drivers. Our public marketing website at route.care is separate and does not handle any rider or health information. On that website only, we use Google Analytics to understand how visitors find and use the site — for example, which pages they view and whether they open the live demo or contact us.
- What is collected: pages viewed, the source that referred you, general device and browser type, an approximate region derived from your IP address (Google Analytics does not retain your full IP address), and basic interaction events such as opening the demo or submitting the contact form.
- Cookies: Google Analytics sets cookies to tell repeat visits and sessions apart. You can block or delete these in your browser settings.
- How it is used: only to measure and improve the website. We do not use this data for advertising, and we have disabled sharing of it for Google's own advertising products.
- Opting out: you can install Google's Analytics Opt-out Browser Add-on, block analytics cookies, or use a browser or extension that blocks trackers — the website works the same either way.
This website analytics does not apply to the signed-in dispatcher or driver applications, which never load third-party analytics.
Retention and deletion
Operational records are retained as long as the care center requires them, including record-keeping periods required by law for service verification. Driver accounts and their associated data are removed at the center's request — contact your dispatcher, or us directly, to request deletion of your information.
Security
Data is encrypted in transit and at rest. Access is limited to authenticated dispatchers of your center and to you for your own routes.
Changes
If this policy changes materially, we will update this page and note the new effective date above.