Terms & Conditions
How We Work
Members of the Queen’s/Kingston community have access to use Walkhome during operating hours. Walks can be requested by visiting our kiosk on the first floor of the John Deutsch University Centre (JDUC) at 87 Union St., by calling our phone number at (613) 533-WALK (9255), or by using the NEW live chat button in the bottom right corner of the screen.
The only information Walkhome collects is the patron’s pick-up and drop-off location. We require enough information about the location to effectively send our staff to pick up patrons. Using the names of campus buildings and residences (e.g. Victoria Hall, Theological Hall, etc.), exact addresses (e.g. 87 Union, etc.), and street intersections (e.g. University & Union) are all acceptable. If there are any special instructions with a pick-up/drop-off address (Unit #, back door, etc.), we do require that information to serve you.
The patron must be at the pick-up location by the time the team arrives. Walkhome teams will wait up to 5 minutes for the patron before returning to the JDUC.
Walkhome aims to provide an inclusive, enjoyable, and anti-oppressive environment for all patrons, and we expect all patrons to be respectful to the staff members walking them.
Exclusions
Walkhome is dedicated to student safety on campus, but there are limitations to Walkhome’s services to ensure the safety of our staff members.
1. Walkhome will not pick up from Bars/Nightclubs (excluding campus establishments such as Queen’s Pub, Clark Hall Pub, Grad Club, etc.). Instead, the manager will recommend another pick-up location for the patron that is near the location originally requested.
2. Walkhome will not walk anyone who cannot walk themselves. All patrons must be able to walk themselves without the physical assistance of anyone. If a team arrives at a location and finds that the patron cannot walk themselves, the team will terminate the walk.
3. Walkhome will not walk anyone who does not want a walk. All walk requests must come from the individual who intends to get the walk. If a team arrives to pick up a patron and the patron states they would not like a walk, the team will return to the JDUC.
Walkhome also holds the right to refuse service to any patrons who create an unwelcoming or dangerous environment for the staff members.
Harassment
Harassment towards our staff or patrons is not welcome at Walkhome and will not be tolerated. According to the Queen’s Student Code of Conduct, harassment is considered “verbal or non-verbal behaviour or communication that is known or ought to be reasonably known to be hostile, intimidating, or threatening.” Walkhome aims to foster a safe and welcoming campus community. In return, we ask that people approach our service with respect and kindness.
Residences
Walkhome staff members will not enter any residence buildings while on shift. Staff will only pick up/drop off patrons outside of Queen’s University residences and will not enter the building. Our expectation is that all patrons will be waiting by the entrances of the residence when requesting a walk. If there is a specific address that the patron would like to be picked up from, this must be communicated when arranging for a walk.
Cancelled Walks
All patrons hold the right to terminate a walk at any point in the walk process. If a patron decides to cancel the walk before the team has arrived at the pick-up location, we ask that the patron inform us of the cancellation. Walks may be cancelled by calling Walkhome or through the live chat button. Patrons may also cancel walks while with staff members; patrons can simply inform the staff members that they would like to end the walk, and the staff will return to the JDUC, no questions asked.
First Aid or Medical Assistance
Walkhome staff members are not given first aid or medical training; therefore, they are not expected to assist in a first aid situation. If you ever find yourself in a first aid or medical situation, we encourage you to call one of the following services:
- Queen’s First Aid: 613-533-6111
- Campus Security: 613-533-6733
- Emergency Medical Services: 911
Walkhome Terms of Service
Service Overview
Walkhome is a free, confidential, and anonymous safe-walk program available to all members of Queen’s University and the Kingston community. The service is operated by Queen’s students under the Alma Mater Society (AMS).
Walkhome is not a security or emergency response organization. Staff are not trained as first responders. For emergencies, patrons must contact 911 or Queen’s Campus Security & Emergency Services.
The service is funded primarily through the mandatory AMS Student Activity Fee and is 100% student-run.
Privacy and Personal Information
Walkhome operates in partnership with the Alma Mater Society of Queen’s University and follows Ontario’s Freedom of Information and Protection of Privacy Act (FIPPA).
We collect only the personal information necessary to deliver walks safely, evaluate service performance, and ensure accountability. Information is never sold, disclosed externally, or used for marketing purposes.
What Information We Collect
- Phone numbers of patrons requesting walks via phone or live chat.
- Pick-up and drop-off locations are required to coordinate service.
- Optional feedback survey responses submitted by patrons.
We do not collect names, student numbers, personal addresses, or other direct identifiers unless required in exceptional circumstances (e.g., emergencies, to protect staff safety).
How Information is Used
- To coordinate and dispatch Walkhome teams.
- To send SMS updates about walk status (if opted-in).
- To request post-walk feedback (optional).
- To analyze service performance and improve operations (in aggregate, not linked to individuals).
Data Retention
- Phone numbers are retained temporarily and deleted within 30 days.
- Pick-up/drop-off locations are anonymized and used only for internal analysis.
- SMS logs are purged when they are operationally unnecessary.
Security
- Information is stored securely and is only accessible to authorized Walkhome and AMS staff.
- All data is encrypted in transit and at rest.
SMS Consent and Communication
- SMS updates are only sent if patrons explicitly opt in (verbal or digital consent).
- Patrons may receive updates such as:
- “Your walk has started.”
- “Your Walkhome team has arrived at your pickup location.”
- “Thank you for walking with us! Share your feedback: walkhome.ca/feedback.”
- Standard carrier message and data rates may apply.
- Patrons may reply STOP at any time to opt out.
Limits of Service
- Walkhome does not provide security escorts, medical assistance, or law enforcement services.
- Staff will not physically intervene in dangerous situations.
- Patrons are responsible for their own conduct and safety while using the service.
Questions or Concerns
For questions about these Terms of Service or our Privacy Policy, contact walkhome@ams.queensu.ca
Concerns regarding AMS-wide privacy practices may also be directed to:
- AMS President: president@ams.queensu.ca
- AMS General Manager: gm@ams.queensu.ca
Privacy Policy
Queen’s Walkhome is committed to protecting your privacy. This Privacy Policy outlines how we collect, use, and protect your information when you use our services or visit our website at https://www.walkhome.ca
Information We Collect
- Phone numbers are provided when requesting a walk
- Feedback submitted through optional surveys
- We do not collect names or personal identifiers through the SMS opt-in process.
How We Use Your Information
- To coordinate and dispatch Walkhome teams
- To send SMS updates about your walk status
- To request post-walk feedback (optional)
SMS Communication Consent
- SMS updates are only sent if you explicitly opt in
- Message frequency varies. Standard message and data rates may apply
- Reply STOP to opt out or HELP for assistance
Data Retention and Deletion
- Phone numbers are automatically deleted after 30 days
- No name or other personal information is stored
- SMS logs are purged regularly and not retained beyond the required operational window
Data Sharing
- We do not sell or share your mobile information with third parties for promotional or marketing purposes.
- Information is only used internally by Walkhome and the Alma Mater Society (AMS) of Queen’s University for operational purposes
Security
- Your phone number is stored securely and only accessible to authorized staff for service delivery purposes.
- All data is encrypted in transit and at rest.
Contact
For questions or concerns about this policy, please contact us at: walkhome@ams.queensu.ca