Terms & Conditions

Confidentiality and privacy policy

 Autocars Orléans Express (“Orléans Express”) collects, uses and discloses certain personal information in accordance with applicable privacy legislation, including the Act respecting the protection of personal information in the private sector (the “Act”).

The purpose of this Orléans Express privacy policy is to govern the collection, use and disclosure of personal information in accordance with the requirements of the Act, whether such information is collected through our website, mobile application, customer service centers or otherwise. The protection of your personal information is very important to us and remains a priority in all spheres of our activities.

1. Orléans Express collects the following data:

  • Identifiers, contact details and similar information: Information including your first and last name, e-mail address, postal address, date of birth, online or similar identifier, gender, telephone number and language of communication;
  • Product or service information: Records of products or services purchased, obtained or considered, or other purchase histories or trends, including types of products purchased, date of purchase or other product identification information;
  • Correspondence and communications: Records of information provided by you or calls when you communicate with us directly, when you call our call centers, when you respond to a survey or when you interact with us on social media;
  • Professional or employment-related information: When you apply for a job via our Careers page or via another platform, we collect your personal information in order to process your application;
  • Travel information: Origin, destination, scheduled time, boarding time, transfers and other travel information;
  • Cookies: We use “cookies” to personalize our site or application for returning visitors. These cookies remain on your computer and are retrieved automatically during your subsequent visits to our site or application. These cookies only contain information about the type of customer and the pages frequently visited. No other information is stored in cookies. You can disable cookies on your computer. Disabling cookies may affect the functionality of our site for the user, and visitors who have disabled cookie handling will not be able to use our personalized account management feature.
  • Web access logs: We also maintain standard web access logs, which record data on all visitors to transactional pages. These logs may contain: i) the Internet domain from which you access our site or application ii) your IP address (when you browse the Internet, your computer is automatically assigned an IP address, which is either static or dynamic; a static IP address may allow you to be identified, whereas a dynamic address generally does not); iii) the type of browser and operating system you use; iv) the date and time of your visit to the site; v) the pages you consulted on our site or application; and vi) the address of the websites from which you connected.


2. We use your personal data for the following purposes:

  • Service provision: selling you tickets, offering you our transportation services, coordinating transportation and routes, and managing customer and loyalty accounts;
  • Business relationships: managing and administering our relationship with you, including recording contact details, services and payments so that we can personalize the services we offer you, strengthen our relationship and target our marketing and promotional campaigns;
  • Communication: to send you e-mails, newsletters and other messages to keep you informed about our services and promotions;
  • Website monitoring: to check that the website and our other technological services are being used appropriately and to optimize their operation;
  • Online security: protecting our IT resources and technology platforms from unauthorized access or use, and guarding against malware and other security threats;
  • Regulatory: fulfilling our obligations under applicable laws and regulations, including our audit, verification and reporting obligations;
  • Supplier management: manage our service providers;
  • Advertising: To provide you with information, products or services that we think may be of interest to you.

3. Purposes for which we use your personal data :

We process your personal data for a number of purposes, including the following:

  • when you have given us your consent (for example, when you have shared information for certain purposes);
  • when the processing of personal data is authorized by applicable privacy laws;
  • when we must do so to meet our obligations under applicable laws and regulations.

4. With whom do we share your data?

We share your data with the following third parties:

  • our suppliers, including call center service providers, information and communication technology providers, outsourced business support service providers, marketing and advertising agencies. Our suppliers must adhere to equivalent standards of information security and obtain only the data they need to perform their functions;
  • Orléans Express or third-party service centers, including customer service, information technology, marketing, risk management and support services for sales and internal teams;
  • law enforcement authorities, regulatory bodies or other competent authorities, in accordance with the requirements of applicable laws or best practices;
  • advertising networks and analytics providers, in order to design and display our advertisements on our website, in applications and in other social media tools;
  • third parties, in connection with the acquisition or transfer of part of our business or a restructuring thereof.

5. Personal data about third parties

In some cases, you may provide us with personal data about other people (such as a passenger for whom you are purchasing a ticket). You must ensure that you duly notify these persons and obtain their prior consent.

6. Security

We protect your information with physical, technical and administrative security measures. However, the transmission of information over the Internet is not entirely secure. While we take reasonable steps to protect your personal information, we cannot guarantee the security of any information you transmit to us, and you transmit such information at your own risk.

7. Data hosting

All personal information will be kept confidential in accordance with applicable federal and provincial (including Quebec) privacy and data protection legislation. Orléans Express takes reasonable administrative, technical and physical measures to protect your information from loss, theft and unauthorized access, use, alteration or destruction.

8. Transferring your personal information

In order to operate our business, we may transfer your personal information outside Quebec. This information may be subject to the laws of the countries to which it is transferred. When we transfer your data outside Quebec, we take the necessary measures to protect it.

9. Data retention

We retain data for the purposes for which it was collected and to which you have consented. The data is then securely destroyed in accordance with the Act respecting the protection of personal information in the private sector or following a retention period provided for in other legislation.

10. Policy review and update

Orléans Express may update or modify this policy from time to time. In the event of a change to the terms of this policy, the documents containing the privacy policy will be updated.

11. Rights

  • Access: You have the right to access the personal data we hold about you;
  • Correction: You have the right to request that the personal data we hold about you be corrected if it is incomplete or inaccurate;
  • Withdrawal: You have the right to request that your personal data processed by us be withdrawn

12. Contact us

For more information about how Orléans Express uses your personal information or about exercising your rights with respect to this information, please contact our Privacy Officer for Orléans Express, Louise Ouellet, Director, Legal Affairs, by mail at 2450, boul. des Entreprises, Terrebonne, Québec, J6X 4J8 or by e-mail at [email protected]