Privacy Policy

This Privacy Policy describes how CarrierElite, LLC (“CarrierElite,” “we,” “us”) collects, uses, discloses and safeguards personal information in connection with the website carrierelite.com, its AI assistant, and our towing, recovery, roadside and transport services (together, the “Services”). It forms part of our Terms of Service & Towing Service Agreement.

1. Information we collect

1.1 Information you provide.

• Identity and contact details: name, telephone number and email address.
• Service details: pickup and drop-off locations, scheduled date and time, vehicle year, make, model, color, type, VIN and condition, notes, and photographs you upload.
• Communications: messages you type or speak to our AI assistant, emails, text messages and call notes.
• Business-account details: company name, billing contact and billing information.
• Consent records: the version of our Terms you accepted, the date and time of acceptance, and your text-message preferences.

1.2 Information collected automatically.

• Precise location, only if you tap “Use my location” and your device grants permission.
• Device and usage data recorded by our hosting provider for security and operations, such as IP address, browser type, pages requested and timestamps.
• Cookies and similar technologies as described in our Cookie & Local Storage Policy.

1.3 Information from third parties. Motor clubs, insurers, roadside-assistance programs, dealerships, repair facilities and business customers that dispatch us may provide your name, contact details, vehicle and location information so that we can perform the Services.

2. How we use information

• To receive, verify, price, dispatch, perform, document and bill the Services.
• To verify that you control the telephone number you provide, using a one-time code, in order to prevent fraudulent or mistaken requests.
• To communicate with you about your request, including confirmations, arrival updates, payment links and receipts.
• To operate the AI assistant, including converting addresses into map locations and generating spoken replies.
• To investigate and resolve damage claims, disputes and chargebacks, and to maintain records of the condition of vehicles.
• To protect the safety and security of our customers, personnel and systems, and to detect and prevent fraud and abuse.
• To comply with legal, tax, insurance, regulatory and law-enforcement obligations, and to establish, exercise or defend legal claims.

We do not sell personal information, we do not share it for cross-context behavioral advertising, and we do not use it for profiling that produces legal or similarly significant effects.

3. How we disclose information

We disclose personal information only as follows:

• Service providers acting on our behalf under confidentiality and data-protection obligations, including: website hosting (Vercel); database and file storage (Supabase); email delivery (Resend); telephone-number verification and text messaging (Twilio); mapping, address lookup, distance calculation and text-to-speech (Google); and the AI model that powers our chat assistant (Anthropic). If you use the microphone button, your browser’s built-in speech service (for example, Google in Chrome or Apple in Safari) converts your voice to text; we receive only the text.
• Parties to your Service, at your request or as necessary to perform it, such as your motor club, insurer, repair facility, dealer, or the person receiving the vehicle.
• Legal and safety: to law enforcement, courts or government authorities where required by law or legal process, or where necessary to protect the rights, property or safety of any person.
• Business transfers: in connection with a merger, acquisition, financing or sale of all or part of our business, subject to this Policy.

4. Text messages (SMS) and mobile information

If you choose to receive text messages about your tow request, we use your mobile number only to send messages about that request: your confirmation and reference number, driver arrival updates and a payment link. We never use it for marketing. Opting in is optional and is not required to request a tow. Sign-in codes for staff and business portal users are sent through a separate verification service and are not part of this program.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties. We share your number only with the service provider that delivers our text messages, and only to deliver them. Reply STOP to any message to stop receiving texts.

5. Retention

We retain service records, invoices, consent records, photographs and related communications for as long as necessary to perform the Services and for up to seven (7) years thereafter to meet tax, accounting, insurance and legal requirements and to defend claims. AI-assistant conversations attached to a request are retained with that request; conversations that do not result in a request are not stored by us. Information is then deleted or de-identified.

6. Security

We use administrative, technical and physical safeguards appropriate to the nature of the information, including encryption in transit, access controls limited to authorized staff, and verification codes for staff sign-in. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

7. Your rights and choices

Subject to applicable law, including the Virginia Consumer Data Protection Act where it applies, you may request to (a) confirm whether we process your personal information and access it; (b) correct inaccuracies; (c) delete personal information you provided or that we obtained about you; and (d) obtain a portable copy. We will honor these requests regardless of whether the law requires us to, except where we must retain information for the purposes described in Sections 2 and 5. To make a request, email admin@carrierelite.com or call (571) 650-7576. We will verify your identity before acting and respond within forty-five (45) days. If we decline your request, you may appeal by replying to our decision with the subject line “Privacy Appeal”; we will respond to appeals within sixty (60) days. We will not discriminate against you for exercising any of these rights.

8. Children

The Website is not directed to children under the age of thirteen (13), and we do not knowingly collect personal information from them. Requests for Services must be made by adults.

9. Do Not Track

Because we do not track visitors across third-party websites or use advertising trackers, our practices are the same whether or not your browser sends a “Do Not Track” signal.

10. Changes to this Policy

We may update this Policy by posting a revised version with a new effective date. Material changes will apply only to information collected after the change takes effect.

11. Contact

CarrierElite, LLC · Falls Church, Virginia · admin@carrierelite.com · (571) 650-7576