ProTow Privacy Policy

1. Our Commitment to Privacy

ProTow provides software used by towing and roadside-assistance businesses to manage calls, dispatch, drivers, jobs, customer communications, media, invoices and related business operations.

This Privacy Policy explains how ProTow collects, uses, discloses, retains and protects personal information when individuals interact with ProTow.

ProTow aims to collect and use personal information only for legitimate and identified purposes related to providing, operating, securing and supporting the service.

2. Who This Policy Applies To

This Policy applies to:

• Company users: towing-company owners and authorized staff who use the Company Console (section 5);
• drivers who use the Driver Console (section 6);
• customers: people who call or text a towing company that uses ProTow, receive a text or link from one, share their location, upload photos or videos, or receive an invoice (section 7); and
• other people whose information reaches ProTow, such as senders of dispatch emails and support contacts.

Not every category described in this Policy applies to every person.

3. Information ProTow May Process

Depending on how ProTow is used, personal information may include:

• names, telephone numbers and email addresses;
• towing-company and driver account information;
• authentication and account identifiers;
• pickup and destination addresses and locations;
• precise driver location used for operational purposes;
• vehicle and towing-job information;
• customer and driver notes;
• photographs and short videos;
• signatures;
• invoice, payment-status and payment-processor reference information;
• SMS and telephone-call information, including text-message opt-out and opt-in requests;
• dispatch emails, where a Company enables Email Dispatch;
• job and dispatch status information;
• records of drivers' acceptance of the Driver Terms and this Policy;
• records of account-status changes and phone-number ownership; and
• technical, session, security and application records necessary to operate and protect the service.

ProTow does not intentionally collect information that is unnecessary for a legitimate service purpose.

4. How ProTow Uses Personal Information

ProTow may use personal information to:

• create and secure accounts;
• authenticate authorized users;
• operate dispatch and driver workflows;
• determine which drivers are eligible for a job, and rank eligible drivers using their location;
• assign and manage jobs;
• provide location-dependent functions;
• calculate distance and estimated travel time;
• facilitate customer, driver and Company communications, and honour text-message opt-out requests;
• maintain job, media, signature and invoice records;
• record drivers' acceptance of the Driver Terms and this Policy;
• manage a Company's account status and phone numbers;
• provide customer and technical support;
• protect against unauthorized access, fraud and abuse;
• diagnose technical problems;
• operate, maintain and improve the service;
• comply with applicable legal obligations; and
• establish, exercise or defend legal rights.

5. Company Users

ProTow processes Company users' names, email addresses, role and account status, and the time they last signed in. Passwords are stored only as one-way cryptographic hashes. If a Company user signs in through ProTow's sign-in provider, ProTow stores the identifier that provider issues.

ProTow also processes information the Company enters about its business, such as business name, contact name, business, dispatch and operator telephone numbers, business email, address, tax details, hours and messages.

If a Company connects a Stripe account, ProTow stores information about that connection (section 14), including which user connected it.

Company Console sessions are stored on ProTow's servers and last up to 30 days.

6. Drivers

Account information. ProTow processes drivers' names, telephone numbers, driver status, truck assignment and capabilities, sign-in identifiers, and the jobs they are assigned to.

Location: when it is collected.

• The Driver Console collects a driver's location automatically when the driver's status is On Duty, Active, Assigned, En Route, On Scene or In Tow.
• It does not ask for location while the driver is Off Duty or Inactive.
• Location is collected only while the Driver Console is open and visible on the driver's screen, and only if the device and browser allow it. The browser's standard location service provides the location; the device may use GPS, Wi-Fi or mobile-network information. ProTow does not determine location from text messages.
• While open and on screen, the Driver Console asks for an updated location about once a minute. Where the device and browser permit, it tries again when the connection returns, when the Driver Console comes back onto the screen, or when location access is allowed. Location may not be updated while the Driver Console is hidden, in the background, closed or locked, or when the device cannot obtain a location.

Location: what is stored and how it is used.

• ProTow stores only the most recent location for each driver: coordinates, reported accuracy and the time it was captured. Each new location replaces the previous one, and no history of movements is kept. The latest location stays stored until it is replaced or the driver record is removed.
• Location is used to support dispatch; to rank otherwise-eligible drivers for automatic dispatch using their current or last-known location, even when that location is old or imprecise (age and accuracy reduce its weight but do not, by themselves, make a driver ineligible); and to estimate distance and travel time. Driver coordinates may be sent to Google Maps Platform for this.
• When a driver marks a job En Route, the location is used to estimate arrival. The customer may be texted that estimate and the job reference, but not the driver's location.

Job Alerts. If a driver turns on Job Alerts, ProTow stores the push subscription issued by the driver's browser or device (section 17). The push message itself contains no job or customer details; the driver's device then retrieves the alert from ProTow over the driver's own session. A Job Alert shows only the Company's name, the service type and the job reference, and never a customer's name, phone number, pickup address or destination.

Media. Photos and videos a driver uploads are stored privately with the job. Drivers can permanently delete media they uploaded (section 9).

Acceptance records. Before first using the Driver Console, and after any material change, a driver is asked to accept the Driver Terms and confirm they have read this Policy. ProTow records the driver and Company, the versions accepted, a fingerprint of each document's exact text, and the time of acceptance. These records are kept for seven years after the driver leaves the Company, even though the driver record itself is deleted when the driver is removed.

When a driver is removed:

• the driver's access ends immediately;
• ProTow deletes the driver record, including the latest location and Job Alert subscriptions;
• job and invoice records keep details the Company needs, such as the driver's name and the truck on past jobs; and
• the driver's account with ProTow's sign-in provider is deleted after a 90-day recovery period, unless it must be kept for a legal reason or is still needed for another active ProTow role.

7. Customers

Calls and texts. When a customer calls or texts a towing company's ProTow number, ProTow processes the caller's telephone number, the number called, provider call and message identifiers, the time, and the details the customer provides, such as name, location, destination, vehicle and service needed. Section 10 explains how calls and texts are handled.

Job and invoice information. ProTow processes the information needed to perform and document the requested service: customer name and contact details, pickup and destination, vehicle details (which may include plate or VIN for vehicles held in a yard), notes, signatures, invoices and payment status. If a Company keeps a billing account for a customer, ProTow also stores that account's name, address, telephone number and email address.

Invoice links. Invoices are delivered as a private link by text or email. The link is valid for 90 days. Opening the invoice creates a temporary viewing permission that lasts 24 hours.

Location-sharing links. If the customer taps "Share My Location", their browser sends the device's precise location to ProTow. It is stored as the job's pickup location and shared with the towing company and its driver, which may include a map link sent to them by text. Location links are valid for 48 hours.

Photo and video links. Media a customer uploads through their link is stored privately with the job and shared with the towing company. While the link is valid (48 hours), the customer can view and permanently delete the media they uploaded.

Invoice pages, location-sharing pages and photo pages link to this Policy.

If the towing company's account is suspended or cancelled, customers can still view and pay finalized invoices through valid links, and view and delete their own uploaded media. New uploads, location sharing and PIN requests are unavailable. The customer's information remains stored as described in section 16.

8. Customer and Job Information (general)

ProTow may process information supplied during towing and roadside-assistance interactions, including customer names, telephone numbers, pickup locations, destinations, vehicle information, service requirements, notes, media, signatures and related job information.

This information is used to perform and document the requested service and to support legitimate Company operations.

9. Photos, Video and Signatures

Job-related photographs, short videos, signatures and related metadata may be collected when users use ProTow media or signature features. These records may be used for service documentation, invoicing, customer communications, claims, insurance matters, dispute resolution, legal requirements and Company recordkeeping.

How long they are kept:

• job photos and videos, from drivers and from customers through a job's photo link, are kept for about seven years after upload and are then automatically deleted from storage (the rest of the job record is not deleted at that time);
• signatures are kept for seven years, unless a longer period is legally required; and
• scrap-vehicle photos are kept for seven years.

These periods are ProTow's retention policy.

Who can delete them:

• drivers can permanently delete media they uploaded;
• customers can permanently delete media they uploaded while their link is valid; and
• a Company can permanently delete an archived job, with its media, only when the job is at least seven years old and has no invoice.

10. Calls, Texts and the Automated Voice Assistant

Twilio processes customer and driver telephone numbers, message contents and call information to provide SMS and telephone services, and keeps records of calls and texts, including message text, under its own retention settings. For texts ProTow sends, ProTow itself records the recipient's number, the type of message and its delivery status. ProTow does not ask Twilio to record calls.

Text messages identify the towing company. A recipient can reply STOP to stop further texts from that company's ProTow number, START to resume them, or HELP for help. ProTow records these requests and does not send further texts to a number that has opted out until it opts back in.

Before a towing company texts a customer about a service request, the customer is asked during the call whether they want to receive texts about that request. Agreeing is optional and is not a condition of service. ProTow records the answer by company and the customer's telephone number. Replying STOP withdraws this consent. These texts are about the customer's service request only and do not include marketing. No mobile information is shared with third parties or affiliates for marketing or promotional purposes. Text-messaging originator opt-in data and consent are not sold, rented or shared with third parties or affiliates for marketing or promotional purposes. ProTow makes them available only to the service providers that help it provide the service (section 13), and only for that purpose: AWS hosts ProTow's systems, including its record of each answer; when the automated voice assistant asks the question, the question and the answer are part of the call that ElevenLabs, and the language-model provider it uses, process and transcribe; and Twilio delivers the texts and receives replies such as STOP, START and HELP.

Where a towing company uses ProTow's automated voice assistant, the call is handled by ElevenLabs:

• Each automated call begins with a short notice that the caller is speaking with an automated AI assistant and that the call may be transcribed.
• ElevenLabs processes the call, including the caller's voice and words, to hold the conversation. The assistant runs on a language model that ElevenLabs obtains from a third-party provider.
• When the call starts, ProTow gives ElevenLabs the caller's telephone number, the number called, the towing company's name, a call identifier and the services the company does and does not offer.
• If a caller asks about a vehicle held in the company's yard, the plate or VIN the caller gives is passed to ProTow. ProTow answers only whether a matching vehicle is there, with the company's hours and release instructions, and does not return any other vehicle details.
• After the call, ElevenLabs sends ProTow the conversation details, which may include a transcript and structured information drawn from the call. ProTow uses them to create or update the job.

The automated voice assistant does not save call audio. Audio saved from calls before September 29, 2026 is deleted as it reaches the 90-day retention period. ElevenLabs keeps call transcripts and conversation records for 90 days. ProTow does not store call audio or full call transcripts in its own database; it keeps the information extracted from the call as part of the job and call records, under the retention described in section 16.

11. Email Dispatch (only when a Company enables it)

If a Company enables Email Dispatch, ProTow receives dispatch emails sent to that Company's ProTow intake address. For each email, ProTow keeps:

• the complete original email, stored privately in cloud storage and scheduled for automatic deletion 30 days after it is received;
• an intake record, which may include the sender's address and display name, the subject, a short text excerpt and a reference to the stored original; and
• a processing-status record. Where ProTow supports the email format used by the sending provider, this record may hold dispatch details read from the email, such as the service, customer name and telephone number, pickup, destination and vehicle. Where the format is not supported, the record is marked unsupported and no structured dispatch or job fields are filled in.

Intake and processing-status records are deleted one year after the email is received. ProTow does not currently create jobs from email. These emails may contain customer information supplied by the sender.

12. Maps, Geocoding and Weather

ProTow uses Google Maps Platform for geocoding, distance and travel-time functions. Depending on the feature, Google may receive customer-provided address information, pickup or destination coordinates, and precise driver coordinates.

Links to Google Maps sent to drivers or dispatchers contain addresses or coordinates. Opening those links shares them with Google.

ProTow may store resulting standardized addresses, coordinates and related operational information needed to perform ProTow functions.

ProTow uses Open-Meteo for weather information based on the location of the Company's business address. It does not send customer or driver locations for this purpose.

13. Service Providers

ProTow uses third-party service providers to operate the service. Current categories include:

• AWS: application hosting, database infrastructure, private file storage for media and dispatch emails, sign-in services, sessions, sending and receiving email, and related cloud services;
• Twilio: SMS and telephone communications;
• ElevenLabs: automated voice-assistant conversations, including transcription of those calls (call audio is no longer saved);
• Google Maps Platform: mapping, geocoding, distance and travel-time functions;
• Open-Meteo: weather information for a Company's business location;
• Stripe: if card payments are used, customer card payment processing on a Company's connected Stripe account; and
• browser push services: the push service operated by the maker of a driver's browser or device, used to deliver Job Alerts (the alerts themselves carry no job details).

These providers may process personal information on ProTow's behalf or as necessary to provide their respective services.

Text-messaging originator opt-in data and consent are made available only to the providers named for that purpose in section 10 (AWS, ElevenLabs and its language-model provider, and Twilio), only to provide the service, and never for marketing or promotional purposes.

14. Payment Information

ProTow does not receive, process or store customer payment-card numbers or card security codes.

Where customer card payments are used, they are processed by Stripe on the Company's own connected Stripe account. Card details are entered on a payment page hosted by Stripe.

ProTow may store invoice totals, invoice status, payment status and payment-processor reference information, such as a Stripe checkout-session, payment-intent or connected-account identifier, together with the payment amount, currency and result.

Information about a Company's Stripe connection, such as the connected-account identifier, country, account status and whether charges and payouts are enabled, may be stored in order to operate the payment workflow.

Stripe processes card payment information in accordance with its own terms and privacy practices. The relationship between a Company and Stripe is separate from ProTow.

15. Account Status, Audit and Phone-Number Records

A Company's account is active, suspended or cancelled. ProTow keeps audit records of changes to an account's status and of decisions about a Company's phone numbers. Each record identifies the actor, which may be a ProTow operator, a script or a system process, and when it happened, and may include details such as a reason. These records are designed not to be altered and are kept for seven years, unless a legal hold requires longer.

ProTow also records each Company phone number, whether it was purchased by ProTow or ported in by the Company, and whether it was later released or ported out.

Suspending or cancelling a Company's account does not by itself delete personal information.

16. Retention

ProTow keeps personal information only as long as reasonably necessary for the purposes for which it was collected and for legitimate operational, contractual, accounting, insurance, security, legal and dispute-resolution requirements. ProTow's retention policy is:

• job photos and videos: about seven years after upload;
• signatures: seven years, unless a longer period is legally required;
• scrap-vehicle photos: seven years;
• original dispatch emails: scheduled for automatic deletion 30 days after receipt;
• dispatch email intake and processing records: one year;
• account-status and audit records: seven years;
• drivers' acceptance records: seven years after the driver leaves;
• voice-assistant transcripts, conversation records and audio saved from calls before September 29, 2026, held by ElevenLabs: 90 days (call audio is no longer saved);
• a driver's latest location: until it is replaced or the driver record is removed;
• Company Console sessions: up to 30 days;
• Driver Console sign-ins: they stay active while the driver keeps using the Driver Console; a sign-in that is ended, revoked or unused for 30 days stops working, and sign-in records are deleted automatically, generally within 30 days of their last use;
• a removed driver's account with ProTow's sign-in provider: deleted after a 90-day recovery period, unless it must be kept for a legal reason or is still needed for another active ProTow role;
• application logs: kept only on ProTow's servers for a limited time, rotated as they grow and deleted when servers are replaced; deployment logs: deleted after 90 days; and
• jobs, invoices, payment records, call and text records, and other Company business records: kept while the Company's account and applicable business, accounting, legal and dispute-resolution needs require.

Records of a Company that has cancelled its account remain stored under this policy. ProTow does not provide a self-service data export; a Company may ask for a reasonable manual export before or around cancellation where it is technically available.

17. Sessions and Technical Information

ProTow uses session technologies necessary to authenticate users, maintain signed-in sessions, protect the service and enforce rate-limiting or security controls. These technologies are used for operational and security purposes, not for third-party advertising.

Where a driver enables push notifications, ProTow stores the push subscription information issued by the driver's browser or device that is required to deliver those notifications. This may include the push service address, the associated delivery keys, the browser or device user agent, and delivery-related records, such as when the subscription was last seen or whether recent deliveries have failed.

This information is used to deliver operational notifications to that driver. It is removed when the subscription is deleted, is no longer valid, or the driver is removed.

18. Processing Outside Your Jurisdiction

Information may be processed in Canada, the United States or other jurisdictions where ProTow or its service providers operate.

Information processed in another jurisdiction may be subject to the laws and lawful-access requirements of that jurisdiction.

19. Selling Personal Information

ProTow does not sell personal information.

20. Security

ProTow uses administrative, technical and organizational safeguards intended to protect personal information against unauthorized access, use, alteration, disclosure, loss or destruction.

Access to information is intended to be limited according to authorization, role and legitimate business need.

No electronic system can guarantee absolute security.

21. Privacy Incidents

Where required by applicable law, ProTow investigates privacy or security incidents, keeps appropriate records, notifies affected organizations or individuals and reports qualifying incidents to the applicable authorities.

22. Privacy Rights and Requests

Depending on applicable law, individuals may have rights relating to personal information about them, including rights to:

• request access;
• request correction of inaccurate information;
• ask questions about ProTow's privacy practices;
• withdraw consent where consent is the applicable basis and withdrawal is legally available; and
• raise a privacy concern or complaint.

Some information may need to remain on file where required or permitted for legitimate operational, security, accounting, legal, insurance or dispute-resolution purposes.

Requests and concerns may be sent to ProTow's Privacy Officer at info@protow.ai.

23. Company-Controlled Information

Some information processed through ProTow is supplied or controlled by the towing Company using the service. The Company is responsible for the privacy decisions it makes about its own employees, contractors, customers and internal business records, while ProTow processes information to provide the software service.

24. Children

ProTow is designed for commercial towing and roadside-assistance operations and is not intended for children to create Driver or Company accounts.

25. Changes to This Privacy Policy

ProTow may update this Privacy Policy as the service or applicable requirements change. The current version and effective date are displayed on the Policy.

For a material change, ProTow gives appropriate notice. Drivers are asked to review the updated Policy before continuing to use the Driver Console, and Companies are notified as their agreement with ProTow provides or, where there is no signed agreement, by reasonable notice. Where required, ProTow seeks consent.

26. Contact

Questions, privacy requests or concerns may be sent to:

Privacy Officer, ProTow

Email: info@protow.ai