PRIVACY POLICY
Roadside Assistance 24h | Effective Date: July 26, 2022
1. Introduction
This Privacy Policy explains how L M C Road Assistance Inc ("Company," "we," "us," or "our") collects, uses, discloses, and protects personal information when you contact us, request or receive towing or roadside assistance services, visit https://roadsideassistance24h.com, or communicate with us by telephone, text message, or email.
For the purposes of the UK and EU General Data Protection Regulation, L M C Road Assistance Inc is the controller of the personal data described in this Policy. Our contact details are in Section 16.
2. Information We Collect
2.1 Information you give us
• Identity and contact details: name, telephone number, email address, and where relevant a company or fleet name.
• Service details: the location of the vehicle and where it is going, the make, model, year, color, license plate, VIN, condition, and the assistance you need.
• Proof of ownership or authority, such as identification or registration documents, where required to release or move a vehicle.
• Payment details: card or wallet details you provide to complete payment, which are transmitted to and processed by our third-party payment processors. We do not store full card numbers, security codes, or bank credentials.
• Correspondence: the content of emails, text messages, web forms, reviews, and claims you send us.
2.2 Information we collect automatically on the Site
• Device and usage data: IP address, browser type, operating system, device identifiers, referring URL, pages viewed, and time spent.
• Cookies, pixels, and similar technologies, as described in Section 5.
• Call tracking data: where a tracked telephone number is displayed, the number you dialed, the number you called from, and the campaign or web session associated with the call.
2.3 Information we generate
• Call recordings, as described in Section 3.
• Photographs and other documentation of the vehicle and the scene, as described in Section 4.
• Job records: dispatch times, driver assigned, route and mileage, services performed, quotes, invoices, and notes.
2.4 Information from third parties
• Law enforcement agencies, property owners, insurers, employers, or other parties who request or authorize a tow on your vehicle.
• Payment processors, which confirm the outcome of a transaction, and advertising and analytics providers, as described in Section 5.
3. Call Recording
Telephone calls to and from our dispatch and customer service lines are recorded and monitored. We use recordings to confirm the details and authorizations given for a job, to verify quotes, to train and evaluate staff, to protect the safety of our personnel and customers, and to investigate disputes and claims. You are notified of recording at the start of the call or by this Policy. If you do not wish to be recorded, tell the representative and end the call; you may contact us in writing at office@roadsideassistance24h.com instead. Recordings are retained as described in Section 9.
4. Photographs and Scene Documentation
Our operators photograph and document vehicles and job sites before, during, and after service for documentation, quality, and safety purposes, and to record the condition of the vehicle at each stage. These images may incidentally include surroundings, license plates, or persons present at the scene. We use them to establish vehicle condition, to handle damage claims and disputes, for training, and where required for legal or insurance purposes. We do not use them for marketing without permission, and we do not use facial recognition or other biometric identification technology on them.
5. Cookies, Analytics, and Advertising Technologies
We use cookies, pixels, tags, SDKs, and similar technologies on the Site. These include strictly necessary technologies that make the Site work, analytics technologies that tell us how the Site is used, call tracking and dynamic number insertion that connect a telephone call to the campaign or session that produced it, and advertising technologies that allow us and our advertising partners to measure campaigns and to show you relevant ads on other sites and platforms.
Our current providers may include Google Analytics, Google Ads, the Meta pixel, call tracking providers, and similar services. These providers may set their own cookies and receive information about your device and your interaction with the Site, and they may combine it with information they already hold.
You can control cookies through your browser settings, through any cookie banner or preference control we make available on the Site, and through industry opt-out tools. Where required by law, we set non-essential cookies only after you consent, and you may withdraw consent at any time. We honor the Global Privacy Control signal where required by law.
6. How We Use Personal Information
To receive, quote, dispatch, and perform your service request, and to communicate with you about it.
• To take payment, issue invoices and receipts, handle refunds, and pursue unpaid amounts.
• To manage storage, releases, liens, and vehicle disposal in accordance with law.
• To document vehicle condition and to investigate and resolve damage claims, disputes, and chargebacks.
• To keep our people, customers, and equipment safe, and to train and supervise our staff.
• To operate, secure, maintain, and improve the Site and our services, and to detect and prevent fraud and misuse.
• To measure and improve our advertising, and to send marketing communications where you have opted in.
• To comply with legal, tax, licensing, insurance, and regulatory obligations, and to respond to lawful requests from law enforcement and other authorities.
• To establish, exercise, or defend legal claims.
7. Text Messages and Mobile Information
We use text messaging to send transactional messages about your job, such as dispatch and arrival updates, payment links, and follow-up. We send marketing messages only where you have separately opted in.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors in support services, such as customer service or messaging platforms, is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
You may opt out of messages at any time by replying STOP, and you may reply HELP for assistance. Message and data rates may apply.
8. Precise Location Data
Knowing where your vehicle is located is essential to dispatch. In most cases you tell us the location by telephone or in a form. We collect precise GPS location from your device only where you give explicit permission — for example, by accepting your browser or device prompt to share location when you use a location link or form we send you.
We use precise location only to locate you, dispatch the nearest available operator, provide arrival estimates, and record the job. You may refuse or withdraw permission at any time through your browser or device settings, in which case we will ask you to describe your location instead. We do not sell precise location data and we do not use it for advertising.
9. Legal Bases for Processing (UK and EU)
Where the UK GDPR or EU GDPR applies to our processing, we rely on the following legal bases:
• Performance of a contract — to quote, dispatch, perform, and invoice the services you request.
• Legitimate interests — to document vehicle condition, secure our sites and systems, prevent fraud, train and supervise staff, resolve claims and disputes, recover unpaid amounts, and improve our services, where our interests are not overridden by your rights.
• Consent — for non-essential cookies and advertising technologies, marketing messages, and precise location data. You may withdraw consent at any time without affecting processing carried out before withdrawal.
• Legal obligation — for tax, licensing, safety, lien and vehicle disposal, and law enforcement requirements.
• Vital interests — where processing is necessary to protect someone's life or safety, for example at the scene of a collision.
10. How We Share Personal Information
• Service providers and processors: payment processors, dispatch and CRM software, telephony and call recording providers, messaging platforms, cloud hosting, analytics and advertising platforms, and professional advisers, each of which may use the information only to provide services to us.
• Operators performing the job: our employees and the independent contractors and affiliated operators we dispatch, who receive the information needed to reach you and complete the work.
• Insurers, motor clubs, employers, and fleet accounts where they requested or are paying for the service.
• Law enforcement, regulators, property owners, and courts where required by law, where a tow is directed or authorized by them, or where necessary to establish or defend legal claims.
• A buyer or successor in connection with a merger, acquisition, financing, or sale of assets.
We do not sell personal information for money. Our use of advertising and analytics cookies may be treated as a "sale" or "sharing" of personal information for cross-context behavioral advertising, or as "targeted advertising," under some US state privacy laws. Where that is the case, you may opt out as described in Section 12, and we honor the Global Privacy Control. We do not knowingly sell or share the personal information of anyone under 16.
11. Retention
We keep personal information only as long as needed for the purposes described in this Policy and to meet legal, tax, insurance, and licensing requirements, and to resolve disputes and enforce our agreements. In general, job and billing records are retained for the period required by applicable tax and business records law; call recordings and scene photographs are retained for the period we consider necessary to resolve claims and disputes and to meet our insurance requirements; and website analytics data is retained according to the settings of the relevant platform. When information is no longer needed, we delete it or anonymize it.
12. Your Privacy Rights in the United States
Depending on your state of residence, you may have the right to know what personal information we hold about you and how we use and disclose it, to obtain a copy or a portable copy of it, to correct inaccurate information, to delete it, to opt out of targeted advertising, of any "sale" or "sharing," and of certain profiling, and to be free from discrimination for exercising these rights. Where applicable law provides for an appeal, you may appeal a decision we make on your request.
To exercise a right, contact privacy@roadsideassistance24h.com or call (888)412-6412. We will verify your identity before acting, which may require details of a job you had with us. An authorized agent may submit a request with proof of authority. We respond within the period required by applicable law. Note that we may need to retain information to complete a job, take payment, comply with law, or defend legal claims.
13. Your Rights in the UK and the EU
Where the UK GDPR or EU GDPR applies, you have the right to access your personal data, to have inaccurate data corrected, to have data erased in certain circumstances, to restrict or object to processing, including objecting to processing based on legitimate interests and to direct marketing at any time, to data portability, and to withdraw consent where processing is based on consent. You also have the right to lodge a complaint with your national supervisory authority, or with the UK Information Commissioner's Office in the United Kingdom, although we would ask you to contact us first at privacy@roadsideassistance24h.com so we can try to resolve the matter.
We operate in the United States, and personal data we collect is processed there. Where we transfer personal data from the UK or the EEA to the United States, we rely on appropriate safeguards, including the UK Addendum and the European Commission's Standard Contractual Clauses, or on a derogation permitted by law such as the necessity of the transfer to perform the service you requested. You may request details of these safeguards at privacy@roadsideassistance24h.com.
14. Security
We use administrative, technical, and physical safeguards designed to protect personal information, including access controls, encryption in transit, and the use of PCI-DSS compliant payment processors so that card data does not reside on our systems. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Tell us immediately at privacy@roadsideassistance24h.com if you believe your information has been compromised.
15. Children
Our services and Site are directed to adults. We do not knowingly collect personal information from children under 16, other than information that necessarily appears in a job record, such as the presence of a minor passenger reported to a dispatcher for safety reasons. If you believe a child has provided us with personal information, contact privacy@roadsideassistance24h.com and we will delete it as required by law.
16. Third-Party Sites and Changes to This Policy
The Site may link to third-party websites and platforms that we do not control. Their privacy practices are their own, and we encourage you to read their policies. We may update this Policy from time to time by posting a revised version to the Site with a new effective date, and where the change is material we will take additional steps to notify you as required by law.
17. Contact Us
For any question about this Policy or to exercise a privacy right:
L M C Road Assistance Inc
Attention: Laura Delgado, Operations Manager
Privacy requests: privacy@roadsideassistance24h.com
General: office@roadsideassistance24h.com | Telephone (24/7): (888)412-6412
Website: https://roadsideassistance24h.com