Privacy policy

TowXperts, 1745 Page Blvd, Springfield, MA 01104, USA. You can reach us on (413) 271-7322 or at towxperts@gmail.com.

Your account

Your name, email address and phone number, so we can identify you and reach you about a tow. Your password is stored only as a one-way hash — we cannot read it, and neither can anyone who obtains our database.

Billing details

The name and address an invoice is made out to. Needed to bill you and to keep the accounting records we are required to keep.

Your equipment

What each machine is, its weight, whether it runs, whether there are keys, and any photo you upload. The weight decides which truck and trailer we bring and what the tow costs; the photo tells the driver what to look for in a yard.

Each tow

The pickup and drop-off addresses, the dates you are available, and any notes you write for the driver.

Who will be there

The name and phone number you give for each end of the tow. This is often somebody other than you — see below.

Payments

We never see or store your full card number. Our payment processor holds the card and gives us a reference to it, along with the brand, the last four digits and the expiry date so you can tell your cards apart. We keep a record of what was charged, when, and against which invoice.

Photos from the job

Drivers photograph equipment at pickup and drop-off. This is our record of the condition it was in, and it is what protects both of us if there is ever a dispute. You see the ones we choose to share with you.

Messages we send you

A log of every email and text this system has sent you, and whether it went. It is how we answer “we never heard anything”.

Sign-in records

When you last signed in, and whether your account is active. Used to keep the account secure and to spot access that should not be happening.

When you tell us who will meet the driver, you are giving us somebody else's name and phone number. We use it for that tow and nothing else: to ring them if the driver cannot find the gate, and to know who handed the machine over.

If you tick Save these contacts we keep them on your account so you can pick them next time instead of retyping. You can delete a saved contact at any time from the Contacts screen. Please make sure the person is content for you to pass their number on — we have no way of asking them ourselves.

There is no advertising on this site and no analytics or tracking service of any kind. We set nothing that follows you anywhere else. What is stored is:

• A sign-in cookie. Required — it is what keeps you signed in. Without it the site cannot work at all.
• Your light or dark preference, kept on your own device so the site does not flash the wrong colours at you.
• A tow request you started but did not send. Kept on your own device for up to a week so a dropped call or a locked phone does not cost you the form. It never reaches us, and it is deleted the moment you send the request or press Start again.

Our own office staff and the driver assigned to your tow. Beyond that, only the services that make the system work, and only what each one needs:

Our payment processor

Takes the card payment and holds the card itself. We receive only a reference to it, the brand, the last four digits and the expiry date.

Our email and text providers

Deliver the confirmations, reminders and receipts. They receive your email address or phone number and the message itself.

Google Maps

The pickup and drop-off addresses are sent to Google to work out which town they are in, where they are on a map, and how the driver should get there. The town is what decides whether your tow is flat-rated.

We do not sell your information, and we do not share it for anyone else's marketing. We will hand it over if the law requires it — a court order, or an accident investigation.

Tows, invoices and payments are business and tax records, and we keep them for as long as we are required to. Equipment you delete is deleted, unless a tow was booked with it, in which case it is archived instead — removing it would blank out the record of a job that actually happened.

Ask us to close your account and we will switch off your access. Ask us to erase what we hold and we will erase everything we are not obliged to keep, and tell you plainly what is left and why.

• See it. Most of it is already on your own screens; ask and we will send you the rest.
• Correct it. Your name, phone, email and equipment are yours to edit in the app. Ring us for anything else.
• Delete it. As above.
• Stop the texts. We only text about your own tows and invoices, never to sell you anything. If you would rather have email only, tell us.

Ring (413) 271-7322 or write to towxperts@gmail.com. We will come back to you within 30 days.

The site is served over an encrypted connection. Passwords are hashed, never stored as text. Every screen checks who is asking: a driver sees the jobs assigned to them, a customer sees only their own account, and photographs are served only to people entitled to see them. No system is perfect, and if something goes wrong that puts your information at risk we will tell you.

On servers operated for us, and with the providers named above. We are in Massachusetts and this system is run for customers in the United States.

This system is for business customers and is not intended for anyone under 18.

If we change this policy we will change the date at the top. If a change matters to you — a new service seeing your information, say — we will tell you rather than leave you to notice.

Our terms of use cover the rest of what you can expect from us and us from you.