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Privacy Policy

Privacy Policy

Orkestra Inc. (“Orkestra”) understands and respects our users’ need for privacy. This Privacy Notice (“Notice”) describes the types of information we collect, the purposes for which it is used, and the choices you have with respect to its use.

Orkestra is a logistics management software and route optimization platform for businesses offering last-mile delivery. You can access the Orkestra Portal (“Platform” or “Platforms”) via our website dashboard, smartphone applications, SMS messaging feature on mobile devices, APIs, and through third-parties. For more information about our Platform, check out our “Features” section on our website.

This Notice applies to users of the Orkestra App (e.g. delivery drivers or “Drivers”), paying Orkestra clients (“Clients”), and Orkestra website visitors (including our homepage at Orkestra.co, and our blog, order, reseller, and support pages, collectively “Sites”). This Notice also applies to our Clients’ customers (“Recipients”). We encourage you to read this Notice in full to understand our privacy practices before using our Platform.

Your personal information helps us connect drivers, find delivery routes close to you, ensure customer support is available when needed, and provide other aspects of the Orkestra platform. We collect the following information through your use of our Platform, and otherwise with your consent. In some cases, we receive information directly from you, such as when you sign up for a dispatcher or administrative Orkestra account, we collect your name, email address, and phone number. In other cases, we receive information about you from our Clients when they use our application, such as your name and phone number when you are added as a driver by an administrator or dispatcher. Orkestra collects the following information:

  1. Information provided by users. This includes:
    • User profile information – We collect data when users create or update their Orkestra accounts. This may include Name, email address, postal address, phone number, emergency contact information, company name.
    • Background check information (drivers) – This includes information submitted during the driver person application process, such as driver history or criminal record (where permitted by law), license status, known aliases and prior addresses.
    • Vehicle information (drivers) – Transportation method, vehicle year, make, model, color, and license plate number. You provide this information to us directly when using our Platform.
    • Identity verification photos (drivers) – This includes photos of users (such as selfies) and/or their government-issued identifications (such as driving licenses or identity documents). You provide this information to us directly when using our Platform.
    • Business contact information – We collect personal information from individuals when we attend or host events, conferences, and other business meetings. This information includes business contact information such as name, email address, and phone number.
  2. Data created during use of our services. This includes:
    • Delivery information – We collect information about customer and delivery information such as scheduling information, contact information, pick up information and delivery destination. Orkestra collects this information automatically when you use our Platform.
    • Driver behavioral information (drivers) – We collect information about how you drive your vehicle. This includes time, location, bearing, speed, and accuracy. Orkestra collects this information automatically when you use our Platform.
    • Geolocation information (drivers) – Driver location is collected from their device's native location service, which combines GPS, cell-tower, Wi-Fi, and other sensor data to accurately pinpoint a driver's latitude and longitude while the driver is "on-duty." We do not access, collect, or store location information from a driver's mobile device when they are off-duty or offline. We may collect other information such as application crash reports or application usage analytics for drivers who are not online for the express purpose of providing and improving our Platform. For example, if you engage the chat function as a driver while off-duty, we may collect and use application usage analytics for support purposes to understand the driver journey. We may remotely log in to the application, with your permission, to resolve an issue if our application crashes.
    • Device information (drivers) – IP address, device type, operating system, manufacturer, model and version number, and unique device identifiers such as your device ID, but not IMEI. We collect this information automatically when you use our Platform.
    • Browser and usage information – Operating System (OS) running on your device, Internet Protocol (IP) address, access times, browser type, and language, and the website you visited before our Sites. We also collect usage details, such as time, frequency, and use pattern. In some cases, we analyze information on specific end users such as the amount of time spent on the platform. In other cases, we look at data in the aggregate. We use this information to optimize our Platform. We collect this information automatically when you use our Platform.

To learn about your information collection choices and to opt-out of data collection, see the “Your Choices” section below.

  1. Clients of our Platform – Clients of our Services may provide information about you when they submit content through our Platform. For example, you may be mentioned in a troubleshooting ticket opened by someone else. We also receive your email address from other users when they provide it to invite you to our Platform. Similarly, a dispatcher may provide your contact information when they designate you as a driver on their company’s account.
  2. Client customers – We may receive personal data about you from one of our Client’s customers. We will only use this information for the purpose of providing our Platform. For example, a recipient of a delivery may provide personal information about you when submitting a support ticket.
  3. Other partners – We receive information from partners to help us find potential customers and enhance our Platform with useful information. For example, information provided by our partners allows us to provide route optimization services, such as when we receive mapping and location information or spatial data analytics from Google Maps.

Orkestra does not sell your personal information. To make the Orkestra Platform work, we may need to share your personal information with other users, third parties, and service providers. This section explains when and why we use and share your information.

We use collected information to:

  1. Communicate with you – We may contact you to respond to your inquiries, requests, and/or send important notices either via email, SMS, push notifications, and in-app notifications. This includes, for example, sending confirmations, invoices, technical notices, routing updates, security alerts, administrative messages, and providing you with updates about our Platform and new features. See “Your Choices” below to learn how to manage your communication preferences.
  2. Provide customer support - We use your personal and Orkestra usage information to resolve support issues that may arise through your use of our Orkestra app. Orkestra employees are prohibited from viewing the content of data you import into your Orkestra account, except when necessary to resolve your support issues. Access is limited to the data required to resolve your support issues.
  3. Deliver and improve our Platform - We use your information to deliver and analyze how you use our apps, develop new products and services, and improve functionality, quality, and user experience. For example, we track geolocation, driver behavior, and other information to facilitate route optimization and other features. This includes using aggregated, anonymized data to improve our Platform. For more information see “Browser and usage information” in the “Information We Receive From You” section above.
  4. Market our Platform - We may use your personal information for a business purpose to provide you with a variety of the Orkestra Platform’s features and services. For example, we may send you an email notification about new product features. Additionally, we may use pseudonymized personal information collected on our website to better tailor marketing or website content, including to run or optimize our service, or for other purposes, such as internal research. To learn more about how we track and use your information, see the “Use of Cookies and Other Tracking Technologies” section below.
  5. Advertise - Orkestra App does not contain or allow in-app targeted advertising at this time. We also do not use push notifications or in-app notifications to display advertisements to our users.
  6. Store data - We store data on servers hosted by Amazon Web Services (“AWS”). We use appropriate technical, administrative, and physical measures to secure your data during storage.
  7. Legal proceedings and requirements - We use data to investigate or address claims or disputes relating to use of Orkestra’s services, to satisfy requirements under applicable laws, regulations, or operating licenses or agreements, or pursuant to legal process or governmental request, including from law enforcement. Orkestra performs the above activities on the grounds that they are necessary for purposes of Orkestra’s legitimate interests in investigating and responding to claims and disputes relating to use of Orkestra’s services and features, and/or necessary for compliance with applicable legal requirements.

Some of Orkestra’s services and features require that we share data with other users. We may also share such data with third-party services and partners, for legal reasons or in connection with claims or disputes. We share information only in the manner described below:

  1. Other users - If you register or access our Platform through a Orkestra Client, certain information about you including your name, contact info, photograph, content and past use of your account may become accessible to that Client and other individuals with whom the Client shares access. If you are a Client managing a particular group of users within our Platform, we may share your contact information with current or past users, for the purpose of facilitating Platform-related requests.
  2. Marketing and advertising – We do not sell information about you to advertisers or other third parties. We do not currently share your information with third parties for marketing purposes, but if that changes we will obtain your consent first.
  3. Mergers and acquisitions - If your personal information is transferred to a party unaffiliated with Orkestra as part of merger, acquisition, or sale of all or a portion of our assets, we will provide you with notice prior to transferring your personal information to the new entity. Notice will be provided directly through our Platform.
  4. Legal purposes - We disclose your information when we believe that disclosure is (1) reasonably necessary to comply with any applicable law, regulation, subpoena, legal process, or enforceable governmental request; (2) necessary to enforce the provisions of the Notice; (3) required to enforce our Terms of Service, including investigation of potential violations; or (4) necessary to protect against harm to the rights, property, or safety of Orkestra, our users, or the public as required or permitted by law.
  5. Third-party services and business partners - Third party services provide us with information needed for core aspects of the Orkestra Platform, as well as for additional services, programs, loyalty benefits, and promotions that can enhance your Orkestra experience. These third-party services include background check providers, insurance partners, financial service providers, marketing providers, and other businesses. We use the following sub-processors to operate our Platform. This list was last updated on November 8th, 2022.
Third-Party Service or VendorType of ServiceLocationWebsite
Amazon Web ServicesCloud storage and Cloud InfrastructureUSAhttps://aws.amazon.com/
G SuiteBusiness communicationsUSAhttps://gsuite.google.com/
Google APIsCloud and Map ServicesUSAhttps://cloud.google.com/apis/
ElasticSearch Database managementUSAhttps://www.elastic.co/
Rackspace CloudCloud Storage and DNS managementUSAhttps://mycloud.rackspace.com/home
New RelicApplication performance managementUSAhttps://newrelic.com/

Cookies are small text files that are stored on your browser or device by websites, apps, online media, and advertisements that are used to remember your browser or device during and across website visits. Cookies allow the collection of data related to browsing depending on the type of device used, the authorizations granted by customers through the settings of their devices and the functionalities used in each application. Orkestra may use its own or third-party cookies on the Platform. We also utilize other technologies that may identify you or the devices you use.

We use cookies to collect your personal and other information as you navigate our Platform. Cookies help make interactions with our Platform easier and faster for our users. Check below the types used by Orkestra:

  1. operation - to guarantee the correct access and operation of the applications;
  2. authentication - to recognize customers, enabling their access, including areas of restricted access;
  3. security - to assist in the monitoring and detection of unauthorized activities, in the prevention of fraud and in the protection of the information of customers, Orkestra and third parties;
  4. research, analysis and performance - to verify, measure and analyze the audience, performance and use of applications by customers;

The Customer can disable or delete cookies, as well as other data collection technologies, in the settings of their browser and in the operating system settings of their device, with the exception of operating cookies which, if disabled, will not allow the use of the Platform. We only remind you that if certain cookies are disabled, the Platform or some of its features or functionality may not function properly.

We do not respond to web browser “Do-Not-Track” signals. We do not serve targeted advertisements on our Platform at this time. However, you may see targeted ads from us on other websites based on your browsing history or other online activities.

Where appropriate or legally required, we will describe how we use personal information, so you can make choices about how your data is used. You can notify us of your preferences during the information collection process and change your selection at any time by contacting us directly.

  1. Geolocation (drivers) – We collect your geographic location when you use our Platform. We use location data to track delivery statuses for clients and source delivery routes for drivers. We also use it to display delivery history and to understand and resolve support tickets. As a default, for the best service available the app asks you to turn on location services "Allow only while using the app". You can restrict our access to and collection of your location information by disabling location-sharing on your device, located in your Orkestra account settings or in your device (e.g., mobile phone) settings. Please note that disabling location services may impact how our Platform functions.
  2. Marketing emails – You can choose to stop receiving marketing emails by following the unsubscribe instructions included in these emails, or by using the email address listed in the “Contact Us” section below. If you opt out of receiving marketing emails, we may still send you non-promotional emails, such as emails about your Orkestra account.
  3. Push notifications – You can opt-out of receiving push notifications through your device settings. Please note that opting-out of receiving push notifications may impact how our Platform functions.
  4. Mobile application information – You can stop Orkestra from collecting information through the Orkestra App by uninstalling the mobile app. You can use the standard uninstall processes available on your mobile device or via the mobile application marketplace or network. You can also contact us to deactivate your account using the email address listed in the “Contact Us” section below.

You have certain rights in connection with the personal information we obtain about you. To update your preferences, correct your information, limit the communications you receive from us, or submit a request to exercise your rights, please contact us as specified in the “Contact Us” section.

As required by law, you have the right to:

  1. Request access to certain personal information we maintain about you;
  2. Request that we update, correct, amend, erase or restrict certain personal information;
  3. Object to some forms of automated decision-making or profiling;
  4. File a complaint with a relevant Data Protection Authority; and
  5. Exercise your right to data portability.

Where our Platform is administered for you by a Client, you may need to first contact the Client to assist with your requests. For all other requests, you can contact us as provided in the “Contact Us” section below to request assistance.

In some circumstances you can withdraw consent you previously provided to us or object to the processing of your personal information, and we will apply your preferences moving forward.

To help protect your privacy and maintain security, we may take steps to verify your identity before granting you access to the information. We may also decline your access request, but in the event we do, we will provide an explanation for our decision. Your request and choices may be limited in certain cases: for example, if fulfilling your request would reveal information about another person, or if you ask to delete information which we or your administrator are permitted by law or have compelling legitimate interests to keep. If you have unresolved concerns, you may have the right to complain to a data protection authority in the country where you live, where you work or where you feel your rights were infringed.

Our Orkestra Platform is not directed to children under the age of 13, and we do not knowingly collect information from children under the age of 13.

How long we keep information we collect about you depends on the type of information, as described below. We will either delete or anonymize your information or, if this is not possible (for example, the information is stored in backup archives), then we will securely store your information and isolate it from any further use until deletion is possible.

  1. Account information – We retain user profile and transaction information for as long as you maintain your Orkestra account. For drivers and delivery partners, we also retain vehicle and background check information (to the extent permitted by law) for as long as they maintain their Orkestra account. We also retain some of your information as necessary to comply with our legal obligations, to resolve disputes, to enforce our agreements, to support business operations, and to continue to develop and improve our Platform. Where we retain information for the improvement and development of our Platform, we take steps to eliminate information that directly identifies you. If our Platform is made available to you through our Clients, we retain your information as long as required by the Client. For more information, see "Information We Receive from Other Sources" above.
  2. Marketing information – If you have elected to receive marketing emails from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our Platform, such as when you last opened an email from us or ceased using your Orkestra account. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date the information was created.
  3. Marketing information – If you have elected to receive marketing emails from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our Platform, such as when you last opened an email from us or ceased using your Orkestra account. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date the information was created.

We use reasonable and appropriate physical, technical, and administrative safeguards to protect your information from unauthorized use, access, loss, misuse, alteration, or destruction. We also require that third party service providers acting on our behalf or with whom we share your information also provide appropriate security measures in accordance with industry standards. Notwithstanding our security safeguards, it is impossible to guarantee absolute security in all situations. If you have any questions about the security of our Platform, please contact us using the email address listed in the “Contact Us” section below.

We periodically update this Notice to describe new features, products, or services, and how those changes affect our use of your information. If we make material changes to this Notice, we will provide notification through our services and/or notify you directly. We encourage you to review this Notice for updates each time you use our Platform.

Certain third party services, websites, or applications you use, or navigate to from our Platform may have separate user terms and privacy policies that are independent of this Notice. This includes, for example, websites owned and operated by our customers or partners. We are not responsible for the privacy practices of these third party services or applications. We recommend carefully reviewing the user terms and privacy statement of each third party service, website, and/or application prior to use.

If you have questions about this Notice or our information handling practices, please contact us at support@orkestraos.com or write to us at:

1133 15th St Nw,

Washington, DC 20005

United States