Privacy Policy

1. Information We Collect

We collect information necessary to dispatch, complete, and bill for towing services. The categories of data we collect include:

• Customer & Requester Details: Name, phone number, email address, billing address, and business/account information (for garages, fleets, or insurers).
• Job & Vehicle Information: Pickup and drop-off locations, vehicle make, model, year, condition, VIN, license plate number, and photographs or evidence captured during the job.
• Location Data: Geographic data required to quote, route, or execute a towing request, including GPS data collected during active jobs.
• Billing & Payment Records: Invoices, line items, payment method metadata, and payment confirmations. Full payment-card details are handled by third-party payment processors and are not stored directly in our CRM.
• Communications: Records of phone calls, SMS/text messages, emails, and in-app communications related to a service request.
• Account & Usage Data: Login credentials for staff and customer portal accounts, and operational logs (e.g., job status changes, dispatch actions).

2. How We Use Personal Information

We use customer data for the following purposes:

• Service Delivery: To dispatch drivers, coordinate towing, confirm pickup and drop-off, and provide estimated arrival times and status updates.
• Billing & Accounting: To generate, send, and track invoices and maintain financial records.
• Communication: To contact customers about job status, vehicle condition, payment, and account matters.
• Safety & Legal Compliance: To protect customers, drivers, vehicles, and the public; to comply with lawful requests and applicable regulations.
• CRM Operations: To maintain a continuous service history and improve customer service quality.

3. How Information Is Shared

We do not sell customer personal information. We may share data only in the following circumstances:

• Service Providers & Partners: With drivers, outsourced towing partners, repair facilities, payment processors, and technology hosting providers, solely as necessary to deliver the requested service.
• Legal Requirements: When required by law, subpoena, or to protect our legal rights, safety, or property.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, subject to standard confidentiality protections.

4. SMS & Mobile Data

If a customer consents to receive SMS updates (by initiating a text conversation or expressly requesting text updates), their mobile number and SMS consent data are never sold, rented, or shared with third parties for marketing purposes. Customers may reply STOP at any time to opt out. Message frequency varies; message and data rates may apply.

5. Data Storage, Retention & Security

• Storage Location: Data is stored on secure servers located in the United States. If data is transferred internationally, we implement appropriate safeguards (e.g., contractual protections) as required by applicable law.
• Retention: We retain job, invoice, and payment records for as long as necessary to fulfill operational, accounting, tax, and legal obligations (typically up to 6 years, unless a longer period is required).
• Security: We use administrative, technical, and physical safeguards, including encrypted connections (HTTPS), access controls limited to authorized staff roles, and encryption of sensitive credentials at rest. However, no electronic storage or transmission method can be guaranteed to be completely secure.

6. Your Rights & Choices

Depending on your jurisdiction, you may have the right to:

• Access: a copy of the personal data we hold about you.
• Correct: inaccurate or incomplete information.
• Request Deletion: of your data, subject to our legal and accounting record-keeping obligations.
• Object to or Restrict: certain processing activities.
• Data Portability: where applicable.

To exercise these rights, contact us at dispatch@cognipalrescue.com. We will respond within the timeframe required by applicable law.

7. Cookies & Analytics

Our CRM portal and website may use necessary cookies for core functionality and optional analytics cookies (subject to your preference choices). You can manage cookie settings through your browser or our cookie preference center.

8. Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal data from children for service use.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be posted on this page with a revised "Last Updated" date. Continued use of our services after an update constitutes acceptance of the revised policy.