OUR PRIVACY POLICY

This Privacy Policy outlines how Xodus Travel Services Inc. “Xodus”, manages the collection, use, maintenance, and disclosure of information from our customers. Our company is committed to safeguarding your personal information and adheres to the highest standards of privacy protection, embodying the ten principles of the Personal Information Protection and Electronic Act (PIPEDA): Accountability, Identifying Purposes, Consent, Limiting Collection, Limiting Use, Disclosure, and Retention, Accuracy, Safeguards, Openness, Individual Access, and Challenging Compliance. These principles guide our practices and reflect our dedication to protecting your privacy in accordance with Canadian privacy legislations and regulations, including Quebec’s Law 25.

What Information We Collect

We collect the following types of information to provide you with the best possible service:

• Personal Information: This includes your name, date of birth, contact details (address, phone number, email).
• Insurance Details: Information about your insurance policy, including policy number, coverage details, and claims history.
• Health Information: Relevant medical information to provide a quote, provide assistance during emergencies (only collected when necessary and with your explicit consent, which may be obtained verbally, electronically, or in writing) and process claims.
• Payment Information: Banking information for processing payments. Payment information is collected by our service providers that are PCI DSS (Payment Card Industry Data Security Standard) compliant. We do not store your payment information including your credit card information and bank account information in our systems.
• Travel Details: Information about your travel plans, such as destination and travel dates.
• Technical Data: Information about how you interact with our websites or mobile apps, such as device type, browser version, operating system and usage patterns.
• Communication Records: Copies of your communications with us, such as emails, phone calls, and chat messages.

Why We Collect Your Information

We collect personal information to ensure we can provide you with exceptional service and meet our obligations. Specifically, we collect information to:

• Provide Essential Services: Deliver travel insurance, process claims accurately and offer timely assistance when you need it.
• Enhance Your Experience: Tailor our services to your preferences and make interactions with us more personalized and efficient.
• Ensure Legal and Operational Compliance: Meet regulatory requirements and maintain smooth and secure operations.
• Drive Improvement: Use your feedback and usage data to refine our products, services, and processes, ensuring they meet your evolving needs.
• Keep You Informed: Provide timely updates about your policy, claims status, and other relevant information regarding your insurance and assistance services.

How we Collect your information

We collect personal information:

• Directly from you when you provide information to us through phone calls, emails or by chat.
• Electronically when you visit our websites, use our mobile apps or from our Insurance Partners.
• Our services may use “cookies” to enhance the user experience. Users’ web browsers place cookies on their hard drives for record-keeping purposes and sometimes to track information about them. Users can choose to set their web browsers to refuse cookies or to alert them when cookies are being sent. However, some parts of the site may not function properly if they do so. See our Cookie Policy for more information.

How Long We Retain Your Information

We retain your personal information only for the period necessary to fulfill the purposes outlined in this policy. Afterward, data is securely destroyed or anonymized in compliance with Law 25 and our internal policies.

How We Use Your Information

We collect and use your personal information to ensure we deliver high-quality service and meet your expectations. Here’s why:

• To Verify Your Identity: Confirming who you are helps us determine your eligibility for our insurance products and ensures the security of your account and claims.
• To Process Claims Efficiently: Accurate and timely processing of claims is essential to providing the support you need when it matters most.
• To Provide Emergency Assistance: In times of need, we use your information to deliver real-time support, ensuring you receive the help you require during emergencies.
• To Enhance Our Services: We analyze feedback and usage data to improve our offerings, ensuring they meet your needs and expectations.
• To Conduct Research and Statistics: Anonymous data helps us identify trends, improve our products, and contribute to industry advancements without compromising your privacy.
• To Fulfill Policy Agreements: Your information allows us to deliver on our commitments outlined in your policy and provide the services you’ve purchased.
• To Personalize Your Experience: Understanding your preferences enables us to offer tailored communications, recommendations, and experiences that add value to your relationship with us.

Sharing Your Personal Information

We do not sell, trade, or rent customer’s personal identifiable information to others.

We may share generic aggregated demographic information not linked to any personal identifiable information regarding visitors and users with our business partners and trusted partners.

We share personally identifiable information and personal health information with the Insurance partner only when necessary to process claims, verify coverage, comply with legal and regulatory requirements, prevent fraud, coordinate benefits, and ensure accurate reporting.

When required, we share personally identifiable information and personal health information with our trusted partners for the purpose of delivering the services you require.

For Quebec residents, if personal information is transferred outside Quebec, we conduct a privacy impact assessment and ensure the data receives adequate protection, regardless of jurisdiction.

How We Protect Your Information

We take security seriously. We adopt appropriate data collection, storage, processing practices, and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your information and data stored by us. Here are some ways we keep your data safe:

• Encryption: We use secure methods to protect your data when it’s sent or stored.
• Access Controls: Only authorized people can see your information.
• Monitoring: We keep an eye on our systems to spot and fix any issues.
• Audits: We regularly check that we’re following privacy and security rules.
• Employee Training: Our team is trained to handle your information carefully.
• Incident Response Plan: If there’s ever a data breach, we’ll act fast and let you and the authorities know.
• Privacy Impact Assessments: Before launching any project involving the acquisition, development, or redesign of systems that process personal information, we conduct a privacy impact assessment in accordance with Quebec’s Law 25.

Additionally, our insurance partners and trusted partners are required to adhere to the same stringent privacy legislations and regulatory standards that we uphold.

When We Don’t Need Your Permission

Sometimes, we can use your information without asking for explicit consent, such as:

• To Fulfill a Contract: If it’s necessary to provide your insurance or process a claim.
• For Research or Statistics: When the information is anonymous and can’t identify you.
• For Legal Reasons: If we need to share your data with our legal team to protect your rights.

Your Rights

We respect your rights and are here to help you:

• Access and Update Your Info: You can request to see what information we have about you and request changes if something is wrong.
• Delete Your Info: You can ask us to delete your data, and we will delete it unless we are required to retain it for legal or legitimate business purposes. We will inform you of the implications of such deletion and specify any information we must retain, for how long, and the reasons for retention.

• Automated Decision Making Transparency: If a decision that significantly affects you is made entirely by an automated process, we will inform you of the automated logic used to make that decision

• Challenge Automated Decisions: If a decision has been made solely through automated processing, you have the right to request a review of that decision by a human.

Changes to This Privacy Policy

Xodus reserve the right to update this Privacy Policy at any time to comply with changes to relevant laws and regulations or for other legitimate purposes. If this Privacy Policy changes materially, we will take reasonable measures to notify you, including posting a copy of the revision on our website, at https://xodus.ca/privacy-policy/. Accordingly, we recommend that you periodically visit our website for updates to this Privacy Policy.

Your Acceptance of These Terms

Your consent will be requested prior to using our online services.  If consent is not provided, you will not be allowed to access our online services. Specific to our online services, your continued use of them signifies your consent to us storing and using your information as outlined in this policy.

Contacting Us

We are here to assist you with:

• Requests to access, update, or delete your personal information.
• Questions about how your data is collected, used, or shared.
• Concerns about our compliance with PIPEDA, Quebec’s Law 25 or other Canadian privacy legislations and regulations.

If you have any questions, concerns, or requests related to this Privacy Policy or how we handle your personal information, you can contact our Privacy Officer:

📧 Email: privacy@xodus.ca

📞 Phone: 1 866-424-0825

📍 Mailing Address: 200-3215 Electricity Drive, Windsor ON N8W 5J1

If you believe your issue remains unresolved after contacting us, you may escalate your concerns to the appropriate privacy authority:

For Québec Residents:

Commission d’accès à l’information du Québec (CAI)

📍 Address: 2045 Stanley Street, Suite 900, Montréal, QC H3A 2V4

📞 Phone: 1-888-528-7741

🌐 Website: www.cai.gouv.qc.ca

For Federal Privacy Matters (PIPEDA):

Office of the Privacy Commissioner of Canada (OPC)

📍 Address: 30 Victoria Street, Gatineau, QC K1A 1H3

📞 Phone: 1-800-282-1376

🌐 Website: www.priv.gc.ca

Last Updated: June 2025