RoadSOS Privacy Policy
About this policy
RoadSOS connects truck drivers and fleets needing roadside tyre help or a tow with nearby service businesses. This policy explains the personal information used to run the app, arrange jobs, take payments and keep the service safe.
RoadSOS is operated by RoadSOS (ABN 75 829 960 274). Contact support@roadsos.com.au about privacy, access, corrections or deletion.
Accounts, businesses and vehicles
- We collect your name, email address, mobile number, account type and internal account ID. Supabase protects your password; it is not stored as readable text. We keep your team, role, sign-up details, the version of the Terms of Service you agreed to and when, and any account restrictions.
- For businesses and fleets we keep the business name, ABN or ACN, registered and trading names, register status, state and postcode, business contact details, address, service area, services, availability and rates. Service vehicles and fleet trucks can have registration, description and tyre details.
- Businesses upload verification documents, such as ABN proof, insurance and licences, with document type, review status and expiry dates. These are available to the business owner and managers and RoadSOS administrators, rather than technicians or other businesses.
Teams, permissions and pricing agreements
- Team invitations store the invited email, company, proposed role, inviter and dates of invitation, acceptance or decline. An invitation must be accepted in the app; signing up with that email does not join the team automatically.
- Owners and managers manage their team and its work within their permissions. Team members can see team names, roles and relevant vehicle assignments. Drivers have access to their requests and jobs; fleet owners and managers oversee the fleet. Technicians work on their own quotes and assigned jobs and do not receive business payout or bank details, verification documents or other technicians’ quote prices through those screens.
- Fleet owners and managers can set a driver booking limit. We keep the limit and approval requests, including the quote or extra work involved and when it was answered. Above the limit, an owner or manager must approve the booking or extra work.
- When a business agrees its quotes are binding, we save the exact wording, business, person’s account ID and email, date and where they agreed in the app. Owners, managers and RoadSOS administrators can read these records. They cannot be changed or deleted in the app. The recorded email stays after the person deletes their account, while the business record remains.
Requests, jobs and photos
- We store the request location and address, tyre and vehicle details, problem description, photos and service requested. Tow requests also include the destination and vehicle being towed. Quotes record prices, line items, notes, estimated arrival times and acceptance or decline.
- Job records include assignment, status changes and times, agreed changes and their answers, completion outcome, final charges, cancellation or dispute reasons and supporting photos. Job completion asks for photographic proof of the work or why it could not proceed.
- Businesses allowed to see a request can see its details, location and request photos. Once booked, the parties receive the job contact details needed to communicate, including the driver’s name and phone and business or assigned technician contact details and service vehicle information.
- The people involved in a job and RoadSOS administrators can see its photos and supporting details, within their access permissions. Photos are stored privately and opened with links that expire. Keep unrelated people, identity documents and unnecessary personal details out of job photos and notes.
- If you share a receipt, the recipient receives its details. These can include the job reference, suburb, vehicle registration, driver and business names, prices, card brand and last four digits.
Location and proof of attendance
- For a request, we collect the location you choose using your phone, a map pin or an address search. You can change the request point or enter an address. The request and any tow destination remain part of the job history.
- When you are on call or your solo business is online, we use your phone’s exact location, accuracy and update time to find nearby requests. With permission, this continues while the app is in the background. Updates stop when you go off call or offline. The saved matching location is cleared when availability ends or expires.
- While you are on the way to a job, the people involved can see your latest location, direction, speed, accuracy and update time. With permission, sharing continues while you navigate in another app. We keep the latest position, not a journey history. It is deleted when the job moves past the on-the-way stage, including on arrival.
- When the business finishes a job, the app also tries to save the phone’s exact location and its distance from the truck, or the destination for a completed tow. This proof stays in the job history with the photos, even after live tracking stops. It can be blank if the phone cannot find its location.
- You control location permission in your phone settings, including whether sharing can continue in the background. Turning it off limits automatic location, nearby matching and live tracking. It does not erase locations already saved with a request or job.
Cards, payments, payouts and refunds
- Fleet owners and managers add or change the fleet card through Stripe. Card details go to Stripe. RoadSOS keeps payment references, the card brand, last four digits and expiry date, not the full card number or security code. Receipts show the card that actually paid.
- Stripe receives the fleet’s company name, the signed-in user’s email and company ID. For payments, transfers and refunds, it receives amounts, currency and job or payment references. A charge description can include the service business name.
- Businesses use Stripe Express to receive payouts. We send Stripe the business name, contact email, company ID and country. You enter the required identity, business and bank details directly with Stripe. RoadSOS keeps the account reference, setup and payout status and last digits of the bank account. Owners and managers can see balances and recent payouts.
- The fleet’s saved card can be charged after the job finishes. This includes any cancellation charge, agreed extra work and RoadSOS service fee. Failed charges can be retried. Pay now lets a fleet user with permission finish paying and complete any bank security check, including 3-D Secure, through Stripe.
- The business payout is currently held for 14 days after the card is charged. Reporting a problem during this time saves your reason and pauses the payout for support review. RoadSOS administrators can release a payout or arrange a full or partial refund through Stripe. We keep a record of these actions. The hold does not set how long payment records are kept.
- We keep payment, fee, payout, refund, dispute and failure details and dates for receipts, account history and resolving problems. What you can see depends on your role. Technicians see their job’s price and payment progress, not the business’s payout or bank details.
Maps, address searches and business checks
For address suggestions, Google Places receives what you type, a code linking that search and the place you select. It returns the address and location. We count searches against your account to prevent misuse. Apple or Google also provide maps and turn addresses into map locations. They can receive map areas, addresses, coordinates and connection information. Opening Google Maps for navigation sends it the job location and any tow destination.
For an ABN or ACN check, our server sends the number to the Australian Business Register’s ABN Lookup service and receives public registered business details. We use these to check and record business identity; we do not send job photos or card details to ABN Lookup.
Notifications and information on your phone
With your permission, we save a code that lets Expo and Apple or Google deliver alerts to your phone. These services receive the alert and the screen it opens. Alerts may include names, business names, job references, prices, approvals or brief dispute and cancellation reasons. They may appear on your lock screen; you can control this in your phone settings.
Your phone keeps you signed in and stores notification, location-sharing and analytics information. Signing out resets analytics and tries to stop alerts and location sharing.
Crash and error reports: Sentry
When the app crashes or hits an error, Sentry gets the app version, time, where it happened in our code and your internal account ID. We remove names, emails, phone numbers, locations, typed content and error messages. Screenshots, recordings, performance tracking and location lookup are disabled. Sentry still handles connection information.
Product analytics: PostHog
PostHog records which screens you open and about 15 key actions, such as request sent or quote booked. It gets internal account and company IDs, role, fleet/business account type, and random device/session codes. Action details can include service type, tyre count, approval, job status, outcome or who cancelled. No names, emails, phone numbers, prices, locations, text, card details or actual job IDs are sent. Recordings, automatic activity capture and location lookup are disabled. We do not track you across other companies’ apps or websites.
Safety, support, audit logs and reports
RoadSOS administrators can access accounts, businesses, verification documents, requests, quotes, jobs, photos, relevant locations and payment records to verify businesses, support users, resolve disputes and prevent misuse. Provider job cancellations create a strike record with the business, person, job, reason and time. These are visible to administrators and that business’s owners and managers; the current strike record does not itself impose an automatic penalty.
We keep a log of administrator actions: who acted, what they changed, which record was involved and when. It can include old and new names, phone numbers, account types, status changes, document decisions and payment actions. The log stays if an administrator’s account is removed, but the link to their login is cleared.
Reports for RoadSOS administrators show requests, quotes, bookings, response times, job outcomes, cancellations, payments, business activity and teams. They can name the most active fleets and businesses. These reports use the records needed to run RoadSOS. They are separate from PostHog’s limited app-use information.
We use information to run the service, communicate about jobs, keep financial and agreement records, investigate problems and comply with legal obligations. We do not sell personal information or use it for advertising. We may disclose information where required by law or to protect safety.
Service providers and overseas handling
These services receive the information needed to run their part of RoadSOS. They may also use it for security, fraud prevention or legal duties under their own privacy policies. Their support teams and suppliers may handle information outside the listed hosting country.
- Supabase: sign-in and account details, the business and job records described above, private photos and documents, live updates, notification details and service logs. Our database, sign-in, file storage and server features are hosted in Singapore. Network delivery, support teams and suppliers may operate internationally.
- Stripe: card details and bank security checks, fleet and business contact details, company and job references, amounts, payments and refunds. It also receives identity and bank details through Stripe Express. Stripe, its banking partners and suppliers process information in the United States and other countries.
- Google Maps Platform and Google Maps: address searches, codes linking a search and selected place, map areas, coordinates, navigation destinations and connection information. Google processes information in the United States and other countries.
- Apple: map and address lookups where used, plus iPhone notification codes and messages. Apple processes information in the United States and other countries.
- Expo: technical app information to deliver updates, plus notification codes and messages. Expo uses United States infrastructure and delivery services. Android alerts also pass through Google Firebase Cloud Messaging, which handles notification codes, messages and delivery details worldwide, including in the United States.
- Sentry: the limited crash and error reports described above. Our reports are hosted in the United States. Support teams and suppliers may operate elsewhere.
- PostHog: the limited account, screen and action information described above. We use hosting in Virginia, United States.
- Australian Business Register / ABN Lookup: the ABN or ACN being checked and the server connection information needed for the lookup. This is an Australian Government service.
How long information stays
We keep account and team details while needed to run the account and company. We replace live on-the-way positions with the latest reading and delete them when the job moves on. On-call locations are cleared when availability ends or expires. Request locations and finish-location proof stay in job history.
Deleting an account removes the login, profile, memberships and push tokens, but does not erase every job, payment, agreement, invitation or audit record. Historical job details, photos, locations, notes and dispute records can still identify people. Pricing agreements can retain the recorded email, invitations can retain an email, and admin audit details can retain previous names or phone numbers.
We keep business and payment records for tax, accounting, proof of agreement, safety and disputes, and because the other party needs them. There is no guaranteed deletion date for past jobs, photos, finish-location proof, pricing agreements, strikes or administrator logs. Contact us to review information that no longer needs to be kept.
Deleting your account does not automatically delete information held by Stripe, Sentry or PostHog, or immediately remove service logs and backup copies. Their settings and legal duties affect how long they keep it. Contact us about information still linked to your account.
Deleting an account or leaving a team
Use Delete account in the app’s Account, business profile or Me screen, depending on your role. A job assigned to you that is on the way or on site blocks deletion until it is finished. A one-person company cannot be deleted while it has an unfinished job. Administrator accounts cannot be deleted through the app; contact support for account removal.
Deletion cancels your open requests and removes your login, profile, phone number, memberships and push tokens. In a continuing team, unfinished work is reassigned to the owner. If you were the only owner, another manager, or otherwise the longest-serving remaining member, becomes owner.
If you are the only member and the company has no jobs, its records are removed. We also try to delete its verification files and request photos. If it has job history, the company is suspended and renamed. Its contact details, location and vehicle details are cleared. Verification document and vehicle records are removed, and we try to delete the verification files. The ABN, registered name, job and payment history and other records described above remain.
A non-owner can instead leave a team without deleting their login, subject to finishing any job under way. Their open requests are cancelled and unfinished assigned work returns to the owner. Leaving does not remove the company’s job history.
If you cannot use the app, email support@roadsos.com.au from your account email. We will check your identity and explain any work, company, payment or record-retention steps needed before removal.
Security and your choices
We protect connections with encryption and limit access by account, company and role. Links to private files expire. No system can prevent every security incident or stop someone saving information they are allowed to see. Protect your password and tell us promptly about suspected misuse.
You can update account details in the app, control location, photo and notification permissions in your phone settings, and ask us to access, correct or review deletion of personal information. We aim to respond to privacy requests within 30 days. We may need to verify your identity or retain records for other parties or legal reasons.
Contact support@roadsos.com.au with a privacy complaint. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at https://www.oaic.gov.au. RoadSOS is intended for working drivers and businesses, not children under 18.
We will update this policy and its date when our practices change. Please check the current policy before using new features.