Last updated: November 13, 2026
The short version
- We collect the personal information needed to prepare your NEXUS application, contact you and run our business.
- We share it with the government when we submit your application, and with service providers who help us, under contract.
- We never sell your personal information.
- We will not share your mobile number or text message consent with third parties for their marketing.
- You can ask to see or correct your information, or withdraw your consent, at any time.
NexusPassOnline.com Inc. ("Nexus Pass Online", "we", "us" or "our") respects your privacy. This policy explains how we collect, use, share and protect personal information, in line with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and other privacy laws that apply. It covers our website, nexuspassonline.com, our calls, emails and text messages, and our services.
1. Information we collect
Information you give us
- Contact details: name, email address, phone number and mailing address.
- Application information: the details the NEXUS application asks for, such as date and place of birth, citizenship, addresses, employment and travel history for the past five years, passport and other identity document details and copies, and your answers to the application's eligibility questions.
- Family members: information about other applicants in your order, including children, given by a parent or legal guardian.
- Payment details: your card details are processed by our payment processors. We do not store full card numbers.
- Communications: your emails, texts and messages to us, notes from our calls, and call recordings.
- Consent records: your choices about calls, emails and text messages, including when and how you gave or withdrew consent.
Information collected automatically
When you visit our website, we and our providers may collect technical information such as your IP address, device and browser type, pages visited and how you arrived at our site, using cookies and similar tools. See section 7.
2. How we use it
- to answer your enquiry and check your eligibility;
- to prepare, submit and follow up on your NEXUS application, and book your interview;
- to take payment, issue refunds and keep financial records;
- to deliver your travel perks once you are approved;
- to contact you by phone, email and, if you agreed, text message;
- to send marketing about our services, where you have agreed or the law allows, with an easy way to opt out;
- to train our staff and improve our service;
- to prevent fraud, protect our business and meet legal, tax and accounting obligations.
We collect and use only what we need for these purposes, and we ask for your consent where the law requires it.
4. Text messages and your mobile number
We send text messages only to people who have agreed to receive them. Service texts and marketing texts each need their own consent, and neither is required to buy our services.
- No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.
- Your text message opt-in data and consent will not be shared with any third parties, except service providers that deliver our text messages for us.
- Message frequency varies. Message and data rates may apply.
- Reply STOP to any text to opt out, or HELP for help. You can also call 1-888-906-3987 or email customercare@nexuspassonline.com.
Full program details are in section 15 of our Terms of Service.
5. Where your information is stored and handled
Our office is in Canada. Some of our service providers, team members and contractors are located outside Canada, including in the United States and the Philippines, so your information may be stored or handled in those countries. When it is, it is protected by contract and by our own safeguards, but it may be subject to the laws of those countries, and their authorities may be able to access it.
6. How long we keep it, and how we protect it
We keep personal information only as long as we need it for the purposes above, and to meet legal, tax and accounting requirements, generally up to seven years after your file is closed. We then delete it or make it anonymous.
We protect your information with safeguards suited to its sensitivity, including access limited to staff who need it, secure systems, password protection and confidentiality agreements. If a privacy breach creates a real risk of significant harm to you, we will notify you and the authorities as the law requires.
8. Children
Our services are bought by adults. We collect information about children under 18 only from a parent or legal guardian, to prepare the child's application.
9. Your choices and rights
- Access and correction: you can ask what personal information we hold about you and ask us to correct it.
- Withdrawing consent: you can withdraw consent at any time, subject to legal or contract limits. If you withdraw consent we need to prepare your application, we may not be able to continue your service.
- Marketing: unsubscribe from emails using the link in any marketing email, reply STOP to texts, or ask us to stop marketing calls.
We respond to requests within 30 days. We may ask you to confirm your identity first.
10. Contact our Privacy Officer
Our Privacy Officer is responsible for how we handle personal information. For questions, requests or concerns, contact:
Privacy Officer, NexusPassOnline.com Inc.
231 Oak Park Blvd, Suite 301, Oakville, Ontario L6H 7S8
Phone: 1 888 90NEXUS (1-888-906-3987)
Email: customercare@nexuspassonline.com (subject: Privacy)
If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner of Canada at priv.gc.ca. Residents of Quebec may also contact the Commission d'accès à l'information du Québec.
11. Changes to this policy
We may update this policy. We post the date of the latest update at the top of this page, and tell you about significant changes.