Privacy Policy

Last updated: October 19, 2026

PickupHub respects your privacy. This Privacy Policy explains what personal information we collect, why we collect it, how we use and disclose it, the choices available to you, and how we protect and retain it.

This Privacy Policy applies to PickupHub websites, applications and related services, including pickuphub.net, youth.pickuphub.net, account features, game and activity pages, provider tools, and related communications.

By creating an account, you agree to our Terms of Use and acknowledge this Privacy Policy. Where consent is required for a particular collection, use or disclosure of personal information, PickupHub will obtain that consent as required by applicable law.

1. Who we are

PickupHub Inc. (“PickupHub”, “we”, “us” or “our”) provides technology that helps people discover, register for and participate in sports and recreational activities, and provides administrative tools to municipalities, facilities, organizations and other recreation providers.

PickupHub is based in Waterloo, Ontario, Canada and is responsible for personal information under its control.

Questions or concerns about this Privacy Policy or our privacy practices may be directed to our Privacy Officer at [email protected].

2. Personal information we collect

The information we collect depends on how you use PickupHub and which features are available to you. We collect information that is reasonably necessary to operate, administer, improve and protect the service.

Account and identity information

First and last name
Email address and, where provided or required, phone number
Date of birth, used for activity eligibility and administration
Gender, used for activity eligibility and administration
Postal code and information derived from it, such as city, region or approximate distance to a facility
Account identifiers, login and authentication information, and email-verification status
Privacy settings, notification preferences and other account settings

Youth participant information

For youth participants, PickupHub may collect the youth participant’s first name, last name, date of birth and gender, together with information needed to connect the youth participant to the parent, guardian or other authorized adult managing the youth’s participation.

Game, activity and participation information

Sports and activities you play, follow or are interested in
Game and activity registrations, reservations, waitlists and reminders
Attendance, cancellations, credits, refunds and related transaction history
Waiver acceptance status and the date and time of acceptance
Team, position or role information where applicable
Skill levels, self-assessments and question-based skill assessment responses where those features are used
Favourite sports, facilities, games, friends or follow relationships, and other preferences you choose to use
Comments, messages or other content you choose to submit through PickupHub

Payment and billing information

When you make a payment, PickupHub collects information needed to process and reconcile the transaction, such as the amount, provider, payment status, refund or credit information, and billing details.

Card payments are processed through payment service providers, including Moneris. PickupHub does not store your full payment-card number or card security code (CVV/CVC). Where used to support transaction records or make future checkout more convenient, PickupHub may retain limited card metadata such as card brand, the last four digits and expiry date, together with billing details.

If you choose to save a card, the payment credential is stored by the payment processor. PickupHub retains only the token or reference and limited card information needed to identify and use that stored payment method.

If you pay by Interac e-Transfer or another bank-transfer method, PickupHub may receive and process transaction information such as sender name, sender email address, amount, reference number and related verification information.

Information received from third parties

In some cases, information about you may be provided by another person or organization. For example, a friend may register you for a game, a parent or guardian may register a youth participant, or authorized provider staff may add a participant to an activity. Anyone providing another person’s information is expected to have appropriate authority to do so.

If you use a third-party sign-in or authentication service, such as Google, PickupHub may receive basic information needed to authenticate your account in accordance with that service’s permissions and privacy practices.

Technical and usage information

When you use PickupHub, we and our service providers may automatically collect technical information such as IP address, browser and device information, operating system, request and system logs, pages or features accessed, diagnostic and error information, cookie identifiers and security events.

3. How we use personal information

PickupHub uses personal information for purposes that include:

Creating, maintaining and securing accounts
Allowing users to discover, register for, waitlist for, attend and manage recreation activities
Determining eligibility for age-, gender-, skill- or other restricted activities
Processing payments, credits, refunds, pre-authorizations and transaction reconciliation
Helping recreation providers administer games, programs, rosters, waivers, attendance and participant support
Displaying profile and roster information in accordance with the user’s privacy settings
Sending account, verification, registration, waitlist, payment, reminder, cancellation and other service communications
Providing optional promotional or provider communications where the user has chosen to receive them
Providing customer support and responding to questions or requests
Detecting, preventing and investigating fraud, abuse, security incidents and technical problems
Operating, analyzing, troubleshooting and improving PickupHub
Creating aggregated or de-identified statistics, trends and reports
Complying with legal, regulatory, contractual, accounting and security requirements

4. Adult profile privacy choices

Adult users can choose a profile privacy level. Privacy settings control what is available on public-facing PickupHub pages. They do not prevent PickupHub administrators or authorized recreation providers from accessing information that is reasonably required to operate the service or administer an activity.

Public

A Public profile may display the user’s full name, derived age, city, upcoming and past participation information, and other profile information identified in the profile experience. Public game references may display the user’s full name.

Medium Privacy

A Medium Privacy profile may display the user’s first name and an abbreviated last name, together with upcoming and past participation information. Age and city are not displayed publicly. Public game references use the same abbreviated-name approach.

Full Privacy

A Full Privacy profile does not present a populated public profile. Where a name is needed on a public game roster, PickupHub may display the user’s first name only. Public roster names do not link to the user’s profile. PickupHub also uses technical directives intended to prevent Full Privacy profiles from being indexed by search engines.

Privacy changes and historical games

PickupHub applies a user’s current privacy rules when it renders historical game pages. If a user changes their privacy setting, the updated setting is intended to apply to past game references as well as current ones.

For completed games, the roster is not displayed to the general public, search engines, or logged-in users who were not participants in that game. A logged-in participant in the completed game may view the roster. Authorized provider and administrative users may also access the roster where needed to administer the service.

Search engines and other third parties may take time to refresh information they previously indexed. PickupHub may use technical directives and removal or refresh tools to help third-party search services reflect current privacy settings, but those services operate independently from PickupHub.

5. Youth privacy

PickupHub applies additional privacy protections to youth participant information. Youth accounts do not use the adult Public, Medium or Full Privacy settings.

Youth participants do not have a public profile.
On public game pages where a youth roster is shown, only the youth participant’s first name may be displayed.
Youth last names, dates of birth, gender and age are not intended to be displayed publicly.
Youth participant names do not link to a public profile.
Completed youth-game rosters are restricted in the same manner as other completed-game rosters.
PickupHub may use technical directives intended to prevent youth game or youth-related pages from being indexed by search engines.

Parents, guardians or other authorized adults may access the personal information for youth participants they manage through the youth account experience. Authorized recreation providers and PickupHub administrators may access youth information where reasonably necessary to register, support and administer the youth participant’s activities.

6. Recreation providers, municipalities and facilities

PickupHub is used by municipalities, facilities, organizations and other recreation providers (collectively, “Providers”). When you register for or participate in an activity, PickupHub may make information available to the Provider responsible for that activity when reasonably necessary to administer it.

Depending on the activity and Provider, this may include:

Participant name and relevant account or contact information
Registration, roster, position or role information
Eligibility information relevant to the activity
Waiver acceptance status
Attendance, cancellation and participation information
Payment or account-credit status where needed for administration, but not full payment-card credentials
Skill-level information where the Provider uses skill requirements or recommendations

Some Providers may invite you to opt in to their promotional or informational emails. That choice is separate from service communications that are necessary to operate your PickupHub account or registration.

7. How we disclose personal information

PickupHub may disclose personal information in the following circumstances:

To Providers, municipalities and facilities as described above where reasonably necessary to administer activities.
To service providers that help us operate PickupHub, such as cloud hosting, email/SMS/push delivery, payment processing, analytics, error monitoring, security, customer support and related technology services.
When you direct us to share information or use a feature that requires disclosure to another person or organization.
Where required or permitted by law, including responding to lawful requests, protecting rights and safety, investigating fraud or security incidents, or enforcing our agreements.
In connection with a financing, merger, acquisition, corporate reorganization or sale of all or part of our business, subject to appropriate confidentiality and privacy protections.

Service providers are permitted to process personal information only for the purposes for which PickupHub makes it available to them, subject to applicable contractual and legal requirements.

8. Cookies, analytics and similar technologies

PickupHub uses cookies and similar technologies to keep users signed in, remember preferences, maintain security, support core functionality and understand how the service is used.

PickupHub may use analytics services, including Google Analytics or similar tools, to understand traffic and feature usage, diagnose issues and improve the service. These services may process technical information such as cookie identifiers, IP address, browser/device information and usage data in accordance with their own privacy terms.

You can control certain cookies through your browser settings. Blocking cookies that are required for authentication, security or core service functionality may prevent parts of PickupHub from working correctly.

9. Communications

PickupHub sends communications that are necessary to operate the service, including account verification, registration confirmations, payment notices, cancellations, waitlist notices, reminders, security messages and important service updates.

Marketing or promotional communications are sent where permitted by law and, where required, with consent. You can unsubscribe from marketing communications using the unsubscribe method provided in the message or by changing available communication preferences. Unsubscribing from marketing does not prevent PickupHub from sending necessary service or transactional messages.

10. Processing outside Canada

PickupHub and some of our service providers may process or store personal information outside your province or outside Canada, including in the United States. When information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction and may be accessible to courts, law-enforcement or government authorities in accordance with those laws.

PickupHub selects and manages service providers with privacy and security considerations appropriate to the nature of the information they process.

11. Security

PickupHub uses administrative, technical and organizational safeguards appropriate to the sensitivity of the personal information we handle. These safeguards may include access controls, secure communications, system monitoring, logging, restricted administrative access, secure development practices and other measures designed to protect personal information against unauthorized access, use, disclosure, alteration or loss.

No method of transmission or storage is completely secure. PickupHub therefore cannot guarantee absolute security, but we review and improve our safeguards as the service and relevant risks change.

12. Retention and account inactivity

PickupHub retains personal information only for as long as reasonably necessary for the purposes for which it was collected and to satisfy applicable legal, financial, security and regulatory requirements.

After 7 years of account inactivity, identifying personal information associated with the account will be deleted or anonymized, except where particular information must be retained for legal, financial, security, fraud-prevention, dispute-resolution or other legitimate purposes.

For this purpose, inactivity is based on meaningful account activity such as logging in, registering for or participating in an activity, making a purchase, using account credit, or another substantive interaction with the account. Automated system activity or messages sent by PickupHub do not by themselves make an account active.

An account may be retained longer where there is an outstanding balance, unresolved transaction, legal hold, security issue or other ongoing reason that requires the account or specific records to remain identifiable.

PickupHub may retain non-identifying or de-identified game, transaction, operational and statistical information after identifying information has been removed. Certain financial, tax, audit, legal or security records may also be retained for the period required by law or reasonably necessary to protect PickupHub, Providers and users.

13. Your privacy rights and choices

You may ask to access personal information PickupHub holds about you, request corrections to inaccurate information, or request deletion or anonymization where appropriate. You can also change many account, privacy and communication settings directly through PickupHub.

Where permitted by law, you may withdraw consent for an optional use of personal information. Withdrawing consent may affect features that depend on that information, but it does not affect processing that is otherwise required or permitted by law.

Some information may need to be retained despite a deletion request where retention is required or permitted by law, needed to complete an outstanding transaction, resolve a dispute, maintain security or fraud records, or protect legal rights.

To make a privacy request, contact [email protected]. PickupHub may need to verify your identity before completing a request.

14. Privacy and security incidents

If PickupHub becomes aware of unauthorized access, use, disclosure, loss or other compromise of personal information, we investigate and take reasonable steps to contain and address the incident. PickupHub notifies affected individuals if possible, Providers, regulators or other parties where required by applicable law or where notification is otherwise appropriate.

15. Legal requirements and protection of rights

PickupHub may use, preserve or disclose personal information where reasonably necessary to comply with applicable law, a court order or other lawful process; establish, exercise or defend legal rights; enforce our Terms of Use; protect the safety or security of PickupHub, our users, Providers or others; or investigate suspected fraud, misuse or unlawful activity.

16. Changes to this Privacy Policy

17. Contact us

If you have questions, concerns or requests relating to privacy, please contact:

Privacy Officer
PickupHub Inc.
Waterloo, Ontario, Canada
Email: [email protected]

If you are not satisfied with PickupHub’s response, you may also have the right to contact the privacy regulator that has jurisdiction over your concern.