Data Retention

We keep personal information only as long as we need it for the purposes described in our Privacy Policy, or as required by law — then we delete or de-identify it. This schedule sets out, by category, how long we retain information and why. Periods are guidelines: actual retention can be shorter, or longer where a legal obligation, dispute, investigation, or safety concern requires it.

1. Purpose of this schedule

This schedule explains, by category of information, how long we keep it and why. It gives effect to the transparency Law 25 and PIPEDA expect and complements the retention summary in our Privacy Policy. It applies to the consumer Services — discovery, reservations, pre-order, delivery, pickup, the concierge, reviews, and Snap.

2. How we decide retention periods

For each category we keep information only as long as it serves the purpose it was collected for, then extend that only where a legal obligation, an open dispute or investigation, or a safety concern requires it. When none of those apply, we delete or de-identify the information. Periods below are guidelines: actual retention can be shorter, or longer in those specific cases.

3. Legal bases for retention

We keep personal information for one or more of these reasons:

• To provide the Services — while your account is active and you use the Services.
• To meet legal obligations — tax, financial-record, and other laws set minimum retention periods for certain records.
• To resolve disputes and support you — for a reasonable period after an interaction, in case a question or claim arises.
• For security and fraud prevention — to detect, investigate, and prevent abuse.

4. Account information

Your name, email, phone number, and password are kept for as long as your account is active. On account deletion they are erased or anonymized promptly (see below).

5. Contact details and preferences

Saved delivery addresses, dietary and accessibility preferences, and language and display settings are kept while your account is active and are deleted with your account.

6. Reservations

Reservation records are retained while active and for a reasonable period afterward for support and dispute resolution, then de-identified.

7. Orders and receipts

Order and receipt records are retained to provide your order history and support, and are kept in de-identified form as required by tax and financial-record law after account deletion (see Payment records below).

8. Payment records

Payment records (amounts, deposits, tips, refunds, and limited card details such as brand and last four digits) are retained in de-identified form as required by tax and financial-record law — generally up to 6–7 years in Canada — even after account deletion. We do not store full card numbers; card data is handled by Stripe.

9. Reviews and ratings

Reviews, ratings, and driver ratings are kept until you delete them or delete your account, after which they are removed or de-identified.

10. Snap content

Snap photos and videos are kept until you delete them or delete your account. Snap content you approved and that was already published to a social account may remain on that platform, subject to that platform’s rules.

11. Concierge conversations

The text or voice of your interactions with “Hey Cenaiva” is retained for a limited period to operate and improve the service, then deleted or de-identified.

12. Support communications

Messages you send us for help, and our replies, are kept for a limited period after your request is resolved.

13. Location data

Location data is used to provide the feature you requested (nearby search, delivery quote, live tracking) and retained only as needed for that purpose and related support, then deleted or de-identified.

14. Device and usage logs

Device and usage logs (IP address, app version, diagnostics) are kept for a short period for security and troubleshooting, then deleted or aggregated.

15. Marketing and consent records

Your communication preferences and records of the consents you have given or withdrawn are kept for as long as needed to honour your choices and to demonstrate compliance, and are updated when you change them.

16. Verification codes (OTP)

One-time verification codes expire within minutes and are removed shortly after.

17. Push notification tokens

Push notification tokens are kept until you disable notifications or delete your account.

18. Backups

Encrypted backups roll on a limited cycle (currently up to 30 days); deleted data ages out of backups within that window.

19. What happens when you delete your account

When you delete your account (Account → Delete account), we erase or anonymize your personal information — profile, saved addresses, preferences, and login credentials — and sign you out everywhere. Records we are legally required to keep, such as order and payment records, are retained in de-identified form for the periods above and are no longer linked to your identity.

20. De-identification

Where we retain information for statistics or legal record-keeping, we remove or obscure the details that identify you so it can no longer reasonably be linked back to you. De-identified and aggregated information is not personal information and may be kept and used to operate, analyze, and improve the Services.

21. Legal holds

Where information is relevant to an open dispute, claim, investigation, or legal obligation, we may place it under a legal hold and retain it beyond the periods above until the matter is resolved, after which it is deleted or de-identified.

22. Requesting access or deletion

You can delete your account yourself in the app (Account → Delete account). To access, correct, or delete your information, or to ask a question about retention, email support@cenaiva.com. We may need to verify your identity first, and we will respond within the timeframes required by applicable law. See the Privacy Policy for your full rights under PIPEDA and Québec Law 25.

23. Changes

We may update this schedule from time to time; we will post the updated version here and change the “Last updated” date.

24. Contact

Questions about retention can be sent to support@cenaiva.com.