Privacy Policy

1. Introduction

Obsidian Roadside & Recovery LLC (“Obsidian,” “Company,” “we,” “our,” or “us”) respects your privacy. This Privacy Policy explains how we collect, use, disclose, retain, and protect information when you access, use, or interact with our websites, applications, platforms, communications, and services.

This Privacy Policy applies to interactions involving:

• Our website and online forms;
• Customer accounts and customer portals;
• Driver, technician, and service-provider applications;
• Provider and business dashboards;
• Roadside-assistance and automotive-service requests;
• Dispatch, scheduling, and service-coordination systems;
• Telephone, email, SMS, chat, and push-notification communications;
• GPS, mapping, routing, and location-enabled services;
• Payment and billing services;
• APIs, integrations, and connected third-party services; and
• Other products or services that link to this Privacy Policy.

By using our services, you acknowledge that you have reviewed this Privacy Policy. Where consent is required by law, we will request consent separately through an appropriate notice, checkbox, form, application screen, verbal disclosure, or other documented method.

2. Information We Collect

The information we collect depends on how you interact with us and which services you use.

2.1 Personal and Contact Information

We may collect information such as:

• Full name;
• Email address;
• Telephone and mobile phone number;
• Mailing, service, and billing addresses;
• Emergency contact information;
• Account username and authentication information;
• Communication preferences;
• Uploaded photographs, documents, and electronic signatures; and
• Other information you choose to provide.

2.2 Vehicle and Service Information

When you request roadside or automotive assistance, we may collect:

• Vehicle year, make, model, color, and condition;
• Vehicle identification number and license-plate information;
• Vehicle ownership or authorization information;
• Insurance or fleet-account information;
• Breakdown location and destination;
• Requested service type;
• Service notes and special instructions;
• Photographs or videos relating to the vehicle or service;
• Dispatch, assignment, ETA, arrival, and completion records;
• Service history, receipts, and customer-support records; and
• Information necessary to safely coordinate the requested service.

2.3 Provider, Contractor, and Business Information

If you apply to or participate in our provider network, we may collect:

• Business and DBA names;
• Business addresses and contact information;
• Employer identification or tax information;
• W-9 forms and other tax documentation;
• Licenses, permits, certifications, and registrations;
• Insurance certificates and policy information;
• Service capabilities and coverage areas;
• Driver, technician, vehicle, and equipment information;
• Banking or ACH information used for approved payments;
• Provider performance, availability, and dispatch history; and
• Compliance, quality-control, and onboarding documentation.

2.4 Payment Information

We or our payment processors may collect payment-card details, billing information, transaction information, deposits, payment authorizations, refunds, and payment history.

Payment-card information may be processed directly by a third-party payment processor. Obsidian may receive transaction confirmations, payment tokens, limited card details, and related records rather than complete payment-card numbers.

2.5 Communications and Support Information

We may collect and retain:

• Emails, text messages, and chat communications;
• Customer-support requests and responses;
• Dispatch communications;
• Provider and driver communications;
• Call details and call-disposition records;
• Telephone recordings or transcripts where legally permitted;
• Consent, opt-in, opt-out, and communication-preference records; and
• Information submitted through forms, surveys, or feedback tools.

3. Information Collected Automatically

When you access our website, applications, or platforms, we may automatically collect technical and usage information, including:

• IP address;
• Browser type and version;
• Device type and device identifiers;
• Operating system;
• Mobile carrier or network information;
• Application version;
• Login timestamps and session information;
• Pages, screens, and features accessed;
• Referral URLs and clickstream information;
• Cookies, local storage, and similar technologies;
• Crash reports, diagnostics, and error logs;
• API and integration activity;
• Security, authentication, and fraud-detection signals; and
• Performance and analytics information.

4. Location and GPS Information

Certain Obsidian services require or benefit from location information. Depending on your device settings, permissions, account role, and service activity, we may collect:

• Current or approximate device location;
• Vehicle or service location;
• GPS coordinates;
• Pickup and destination locations;
• Driver or provider location while assigned to an active service;
• Routes, distance, travel status, and ETA information; and
• Background location information when enabled and permitted.

Location information may be used to:

• Locate a customer requesting assistance;
• Identify available providers or drivers;
• Assign and coordinate service requests;
• Provide routing and ETA information;
• Display service progress;
• Verify arrival or completion;
• Improve safety and operational performance;
• Investigate fraud, misuse, or service disputes; and
• Provide other location-enabled features requested by the user.

You can control certain location permissions through your device or application settings. Disabling location permissions may prevent some service, routing, tracking, or dispatch features from functioning.

5. How We Collect Information

We may collect information:

• Directly from you;
• From an account holder or authorized representative;
• From a driver, provider, fleet, insurer, or commercial customer;
• Through our websites, applications, portals, and forms;
• Through telephone, email, SMS, chat, and support interactions;
• Automatically from devices, browsers, and applications;
• Through payment, mapping, communication, and technology vendors;
• Through publicly available or legally obtained business records; and
• Through integrations you or an authorized organization enables.

6. How We Use Information

We may use information to:

• Create, administer, and secure accounts;
• Authenticate users and deliver verification codes;
• Receive and process service requests;
• Coordinate roadside, towing, recovery, and automotive services;
• Match customers with available providers;
• Dispatch drivers, technicians, and service providers;
• Calculate distance, routing, and estimated arrival times;
• Provide real-time service and delivery notifications;
• Process payments, refunds, provider payments, and billing records;
• Provide customer service and respond to inquiries;
• Send account, service, security, and administrative communications;
• Detect, investigate, and prevent fraud or misuse;
• Maintain platform, network, and account security;
• Monitor quality, safety, and provider performance;
• Analyze and improve our services and technology;
• Develop new functionality and operational tools;
• Maintain business, tax, insurance, and compliance records;
• Enforce contracts, policies, and legal rights;
• Comply with applicable legal obligations; and
• Carry out other purposes disclosed when information is collected.

7. SMS and Text-Messaging Privacy Notice

7.1 How SMS Consent Is Obtained

We may obtain consent through a publicly accessible website form, application screen, account setting, written or electronic form, recorded verbal process, inbound text-message conversation, or another legally permitted method.

Entering a telephone number by itself does not necessarily constitute consent for every type of text message. Where required, the applicable form or process will contain an SMS-specific disclosure and an affirmative method of consent, such as an unchecked checkbox or a clear request to begin text messaging.

We may maintain records showing the date, time, telephone number, consent language, consent source, form or policy version, IP address, device information, and other evidence relating to consent and communication preferences.

7.2 Transactional and Marketing Messages

Transactional messages relate to an account, requested service, payment, customer-support interaction, security event, or other existing relationship.

Marketing or promotional messages, if offered, require the level of consent required by applicable law and will be presented separately when appropriate. Opting out of marketing messages will not prevent necessary non-SMS communications relating to an active service, transaction, safety issue, or legal obligation.

7.3 SMS Service Providers

We may use communication vendors, telecommunications carriers, messaging platforms, and infrastructure providers to transmit and manage text messages. Those providers may process telephone numbers, message content, delivery status, opt-out requests, and related technical information solely as necessary to provide, secure, support, or comply with messaging services.

We do not authorize those providers to use SMS opt-in information or consent to independently market their products or the products of unrelated third parties to you.

8. Telephone Calls, Email, Push Notifications, and Other Communications

Depending on your preferences, account activity, and applicable law, we may contact you through telephone calls, email, push notifications, in-application messages, chat, or other channels regarding:

• Active or requested services;
• Account administration;
• Customer support;
• Security or fraud prevention;
• Billing and payment activity;
• Provider or driver coordination;
• Legal or policy updates; and
• Marketing communications where separately authorized.

You may manage certain communication preferences through your account, device settings, unsubscribe instructions, or by contacting us.

9. Call Recording and Communication Monitoring

Where permitted by applicable law and after any legally required notice or consent, telephone calls, chats, and other communications may be monitored, recorded, transcribed, or analyzed for:

• Quality assurance;
• Training;
• Dispatch accuracy;
• Customer and provider support;
• Fraud prevention;
• Safety and security;
• Dispute resolution;
• Documentation and compliance; and
• Service improvement.

10. How We Disclose Information

We may disclose information when reasonably necessary for the purposes described in this Privacy Policy.

10.1 Service Providers and Contractors

We may disclose relevant information to independent roadside, towing, recovery, mechanic, repair, transportation, or other automotive service providers so they can evaluate, accept, perform, document, or complete a requested service.

10.2 Technology and Business Vendors

We may use vendors that provide:

• Hosting and cloud infrastructure;
• Mapping, geolocation, and routing;
• Telephone, email, and SMS communications;
• Payment processing and fraud prevention;
• Customer relationship management;
• Analytics and performance monitoring;
• Document storage and electronic signatures;
• Authentication and cybersecurity;
• Accounting, tax, legal, and compliance support; and
• Other functions necessary to operate our business.

10.3 Fleet, Insurance, and Commercial Relationships

We may disclose service and operational information to a fleet owner, insurer, motor club, employer, property owner, account administrator, or other organization that requested, authorized, arranged, or paid for a service.

10.4 Legal, Safety, and Compliance Disclosures

We may disclose information when we reasonably believe it is necessary to:

• Comply with a law, subpoena, court order, or legal process;
• Respond to governmental or regulatory requests;
• Investigate suspected fraud, abuse, or illegal conduct;
• Protect customers, providers, employees, or the public;
• Enforce agreements, policies, or legal rights; or
• Establish, exercise, or defend legal claims.

10.5 Business Transactions

Information may be disclosed or transferred in connection with a proposed or completed merger, financing, acquisition, sale, reorganization, joint venture, bankruptcy, or transfer of all or part of our business or assets, subject to appropriate legal requirements.

10.6 With Your Direction or Consent

We may disclose information to another person or organization when you direct, authorize, or consent to the disclosure.

11. Sale and Sharing of Personal Information

Obsidian does not sell personal information for money. We also do not sell or share SMS opt-in information or SMS consent with third parties or affiliates for their own marketing or promotional purposes.

Certain analytics or advertising activities may be treated as a “sale” or “sharing” under some state privacy laws even when no money is exchanged. To the extent such laws apply to Obsidian and such activities occur, we will provide any legally required notices and choices.

12. Cookies and Similar Technologies

We may use:

• Essential cookies;
• Authentication and security cookies;
• Preference cookies;
• Analytics technologies;
• Pixels, tags, and web beacons;
• Local and session storage; and
• Similar device or browser technologies.

These technologies may help us:

• Operate and secure our services;
• Keep users signed in;
• Remember preferences;
• Understand usage and performance;
• Identify errors and technical issues;
• Prevent fraudulent or abusive activity; and
• Improve our website and applications.

You may be able to manage cookies through your browser or device settings. Blocking essential cookies may prevent parts of our services from working correctly.

13. Data Retention

We retain information for as long as reasonably necessary for the purposes for which it was collected, including:

• Providing and documenting services;
• Maintaining customer and provider accounts;
• Processing transactions and payments;
• Maintaining consent and communication-preference records;
• Complying with tax, insurance, accounting, and legal obligations;
• Resolving disputes and enforcing agreements;
• Preventing fraud and maintaining security; and
• Supporting legitimate operational and business requirements.

Retention periods vary based on the type of information, the relationship involved, applicable law, contractual obligations, insurance requirements, litigation holds, and operational needs.

Information may remain in secure backups, audit logs, archives, and disaster-recovery systems for a limited period after deletion from active systems.

14. Data Security

We use commercially reasonable administrative, technical, and organizational safeguards designed to protect information from unauthorized access, loss, misuse, alteration, or disclosure.

Safeguards may include:

• Encryption in transit or at rest where appropriate;
• Authentication and access controls;
• Role-based permissions;
• Logging and security monitoring;
• Network and application protections;
• Vendor-management practices;
• Employee or contractor confidentiality obligations; and
• Incident-response procedures.

No electronic transmission or storage method is completely secure. We therefore cannot guarantee absolute security.

Users are responsible for protecting their credentials, devices, and authentication codes and for notifying us of suspected unauthorized account activity.

15. Third-Party Services and Links

Our services may contain links to, or integrations with, third-party websites, software, payment systems, maps, applications, and other services.

Those third parties operate under their own terms and privacy practices. This Privacy Policy does not govern information collected independently by a third party outside of services provided on our behalf.

16. Artificial Intelligence and Automated Technology

We may use artificial intelligence, machine learning, automation, or decision-support technology to assist with:

• Customer-support workflows;
• Dispatch recommendations;
• ETA and route calculations;
• Fraud and security monitoring;
• Document or communication processing;
• Operational analytics;
• Quality assurance; and
• Service improvement.

Automated tools may assist personnel but may not replace human review in every situation. You may contact us regarding a material concern involving automated processing.

17. Privacy Rights and Choices

Depending on your state of residence and whether applicable privacy laws apply to Obsidian, you may have rights to:

• Request access to personal information;
• Request correction of inaccurate personal information;
• Request deletion of eligible personal information;
• Receive information about categories of data collected or disclosed;
• Request a portable copy of certain information;
• Withdraw consent where processing depends on consent;
• Opt out of certain sales, sharing, or targeted advertising;
• Limit certain uses of sensitive personal information; and
• Appeal a denied privacy request where required by law.

These rights are subject to legal exceptions. For example, we may retain information needed to complete a transaction, comply with law, maintain security, prevent fraud, preserve legal claims, or fulfill contractual obligations.

17.1 Submitting a Privacy Request

You may submit a request by contacting us at:

• Email: support@obsidianroadside.com
• Phone: (888) 676-6908

We may need to verify your identity and authority before completing a request. Authorized agents may be required to provide proof of their authority and may also be subject to verification requirements.

We will not unlawfully discriminate against you for exercising an applicable privacy right.

18. California Privacy Notice

California residents may have privacy rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act, to the extent those laws apply to Obsidian and the information at issue.

The categories of information we may collect are described in this Privacy Policy and may include identifiers, customer records, commercial information, internet or electronic activity, geolocation data, professional or employment-related information, sensitive personal information, and inferences.

We collect and use these categories for the business and commercial purposes described in this Privacy Policy. We may disclose them to service providers, contractors, roadside providers, business partners, payment processors, communications providers, and other recipients described above.

Obsidian does not sell SMS opt-in information, telephone numbers, or SMS consent, and does not share such information with third parties or affiliates for their own marketing or promotional purposes.

19. Children’s Privacy

Our services are not directed to children under thirteen years of age, and we do not knowingly collect personal information directly from children under thirteen without legally required authorization.

Certain services may also be restricted to individuals who are at least eighteen years old or who have authorization from a parent, guardian, vehicle owner, account holder, employer, insurer, or other responsible party.

If you believe a child has provided personal information improperly, contact us so that we can investigate and take appropriate action.

20. International Users

Obsidian primarily operates in the United States. If you access our services from another country, your information may be transferred to, stored in, and processed in the United States or another jurisdiction where our vendors operate.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our services, practices, legal obligations, or technology.

The revised policy will be posted with an updated “Last Updated” date. When required by law, we will provide additional notice or request renewed consent.

22. Contact Information