Privacy Policy | RoadRun

1. Overview and Scope

RoadRun, Inc. ("RoadRun," "we," "us," or "our") provides scheduling, booking, logistics, and related services that connect consumers with independent providers (the "Providers"). This Privacy Policy describes how we collect, use, disclose, and protect personal information processed through our websites, mobile applications, communications channels, application programming interfaces, and any other online service that links to this Privacy Policy (collectively, the "Services"). By accessing or using the Services, you acknowledge that you have read this Privacy Policy and consent to the practices it describes to the extent permitted by applicable law.

2. Who We Are and How to Contact Us

RoadRun, Inc. is the entity responsible for personal information processed through the Services unless we identify another controller. You may contact our privacy team by email at [email protected] or by mail at RoadRun, Inc., Attn: Privacy Office, 16192 Coastal Hwy. Lewes, DE 19958, USA. Please include "Privacy Request" in the subject line so we can route your inquiry promptly.

3. Key Definitions

Personal Information: Data that identifies, relates to, describes, or could reasonably be linked to an identified or identifiable individual or household.
Processing: Any action performed on Personal Information, including collection, storage, use, disclosure, or deletion.
Provider: An independent company, vendor, or contractor that uses the Services to offer logistics, transportation, or related services to consumers.
Processor: A third party that processes Personal Information on RoadRun's behalf subject to contractual obligations.

4. Personal Information We Collect

We collect Personal Information directly from you, from Providers and other partners, and through automated technologies as outlined below.

Identifiers and Contact Information: Name, alias, postal address, billing address, email address, telephone number, account username, and unique customer IDs.
Government and Compliance Information: Identity verification data, licenses, tax identifiers, or documents required to comply with law or to prevent fraud.
Account and Transaction Records: Booking history, booking details, service preferences, routing information, proof-of-delivery artifacts, signatures, dispute records, scheduling preferences, payout status, and service completion records.
Technical and Usage Data: Device identifiers, browser type, operating system, IP address, diagnostic logs, session data, referring URLs, in-app activity, and approximate location derived from device settings.
Geolocation Data: Precise or approximate location derived from GPS, Wi-Fi, or cellular signals when you enable location services within the Services.
Payment and Financial Data: Tokenized payment details, transaction authorization data, fraud risk scores, billing status, refunds, and chargeback notices received from PCI-compliant payment processors. RoadRun does not store full card numbers on its servers.
Organization and Payout Data: Business profile details, connected payout account status, onboarding requirements, tax and verification information, payout history, reserve or hold status, and related Stripe Connect or payment processor data.
Uploaded Media and User Content: Profile photos, logos, licenses, certificates, chat attachments, reviews, service photos, booking photos, and other content you upload or share through the Services.
Maps and Routing Data: Address lookups, route previews, travel estimates, map interactions, and other location-derived data provided by mapping or geocoding partners.
Communications and Support Content: Emails, chats, survey responses, customer service history, reviews, and feedback submitted through the Services.
Inferences and Preference Data: Insights derived from analytics, such as service affinity, likelihood to reorder, or features you may prefer.
Risk Management and Compliance Signals: Fraud alerts, sanctions screening results, security incident reports, and information connected to suspected malicious activity.

5. Sources of Personal Information

You: Information you provide when creating an account, making a booking, responding to surveys, or contacting support.
Providers and Enterprise Clients: Information shared to coordinate schedules, confirm availability, deliver services, or manage joint accounts.
Automated Technologies: Cookies, pixels, software development kits (SDKs), push tokens, and similar technologies that capture device and interaction data.
Public and Third-Party Sources: Marketing partners, analytics vendors, identity verification services, social networks (subject to your settings), law enforcement or government records, and commercially available databases.

6. Lawful Bases for Processing

Where required by law (for example, the GDPR or UK GDPR), we process Personal Information under one or more of the following legal bases:

Performance of a Contract: To provide the Services you request, manage your account, facilitate bookings, and deliver customer support.
Legitimate Interests: To operate, improve, and secure the Services; prevent fraud and abuse; conduct analytics; enforce our agreements; and communicate with you about RoadRun offerings in a manner that does not override your rights.
Consent: For activities such as optional marketing communications, use of certain cookies or precise location data, or other processing where applicable law requires consent.
Legal Obligation: To comply with statutory, regulatory, tax, accounting, or law-enforcement requirements and to respond to lawful requests.
Vital Interests: To protect the safety of individuals in emergency situations.

7. How We Use Personal Information

Deliver, personalize, and improve the Services and related features.
Authenticate users, maintain account security, and detect, investigate, or prevent fraud, spam, or malicious activity.
Coordinate logistics, availability, routing, and communications between consumers and Providers.
Enable map, geocoding, route planning, provider scheduling, instant booking, and live or background tracking features where enabled.
Process payments through third-party payment processors, manage billing, collections, refunds, and chargebacks.
Manage provider and organization onboarding, payout eligibility, payout holds, scheduled transfers, and related compliance reviews.
Provide customer service, respond to inquiries, and resolve disputes.
Send transactional messages, service updates, security alerts, and marketing communications consistent with your preferences.
Generate analytics, usage statistics, machine-learning models, and business intelligence to support operations and product development.
Enforce our agreements, protect our rights, pursue remedies, and comply with legal obligations.

8. SMS and Text Message Communications

If you separately opt in, RoadRun may send you transactional SMS/text messages related to your account and service bookings. These messages may include:

Booking confirmations, status updates, and scheduling changes.
Provider arrival notifications and service completion alerts.
Payment and account-related alerts.

How You Opt In: SMS consent is collected through a separate optional checkbox on RoadRun's registration page or through SMS settings in your RoadRun account. SMS consent is not required to create an account, request service, or complete a booking.

Message Frequency: Message frequency varies based on your booking activity. You may receive multiple messages per service booking.

Message and Data Rates: Standard message and data rates may apply depending on your mobile carrier plan.

Opt-Out: You may opt out of SMS communications at any time by replying STOP to any message. After opting out, you will receive a confirmation message and no further SMS will be sent. You may re-subscribe by replying START. Opting out of SMS does not affect in-app push notifications or email communications.

Help: Reply HELP to any message for support information, visit Contact Us, or email [email protected].

Your mobile number will not be shared with third parties or affiliates for marketing or promotional purposes.

9. Sharing and Disclosure of Personal Information

RoadRun discloses Personal Information only as described below, subject to appropriate safeguards and applicable law:

Service Providers and Processors: Vendors that supply hosting, cloud storage, analytics, customer support, communications, payment processing, connected-account onboarding, identity verification, mapping, geocoding, marketing, auditing, or other services under written agreements that require confidentiality and adequate protection.
Providers and Enterprise Clients: We share the minimum information reasonably necessary for Providers or enterprise customers to schedule, deliver, or confirm services. Providers are independent controllers of the data they receive and are solely responsible for meeting their legal obligations. RoadRun does not supervise or accept liability for Provider conduct outside our documented instructions or applicable law.
Legal and Safety Obligations: Regulators, courts, law enforcement, governmental authorities, insurers, auditors, and professional advisers when disclosure is required or appropriate to comply with law, enforce our agreements, protect our rights or property, or protect the safety of users, Providers, or the public.
Corporate Transactions: Actual or prospective acquirers, investors, or other parties involved in a merger, acquisition, financing, restructuring, bankruptcy, sale of assets, or other corporate change, subject to obligations to continue protecting the information.
Aggregated or De-identified Information: Data that cannot reasonably be used to identify you, shared for research, analytics, or other lawful purposes.

RoadRun does not sell Personal Information for monetary consideration, and does not share Personal Information for cross-context behavioral advertising without providing any legally required notices and opt-out mechanisms.

10. International Transfers

RoadRun operates primarily in the United States but may transfer Personal Information to jurisdictions where our affiliates, Providers, or service providers are located. Where required, we implement appropriate safeguards such as Standard Contractual Clauses approved by the European Commission, the UK Addendum, transfer impact assessments, and supplemental technical or organizational measures to maintain an adequate level of protection.

11. Data Retention

We retain Personal Information only for as long as necessary to achieve the purposes described in this Privacy Policy, including meeting legal, accounting, or reporting obligations, resolving disputes, enforcing our agreements, and maintaining business records. Retention periods vary based on the type of data, our relationship with you, and statutory requirements. When Personal Information is no longer needed, we will delete it, anonymize it, or securely isolate it until deletion is feasible.

12. Security Measures

We maintain administrative, technical, and physical safeguards designed to protect Personal Information against accidental, unlawful, or unauthorized destruction, loss, alteration, access, disclosure, or use. Measures include encryption in transit, role-based access controls, monitoring for suspicious activity, secure software development practices, and employee training. No security program is infallible, and we cannot guarantee absolute security. You are responsible for safeguarding your account credentials and notifying us promptly of any unauthorized use.

13. Your Rights and Choices

Depending on your jurisdiction, you may have rights to request access to, correction of, deletion of, or restriction of processing of your Personal Information, to object to certain processing, to request data portability, or to withdraw consent. You may also have the right to lodge a complaint with your local supervisory authority. To exercise your rights, contact us at [email protected]. We may take reasonable steps to verify your identity before responding.

14. Additional Rights for U.S. Residents

Residents of certain U.S. states, including California, Virginia, Colorado, Connecticut, and Utah, may have additional privacy rights such as the right to know categories of Personal Information collected, the right to access specific pieces of Personal Information, the right to delete Personal Information, the right to correct inaccuracies, and the right to opt out of certain processing. RoadRun does not sell Personal Information as defined by California law. You may exercise applicable state privacy rights by emailing [email protected] or calling +1 (877) 310-7776. Authorized agents must provide written authorization and sufficient proof of their identity and authority.

15. Preference Management, Cookies, and Tracking Technologies

We use necessary cookies to operate the Services and, where permitted by law, analytics cookies, SDKs, or similar technologies to understand usage and improve performance. We also rely on device permissions, push-notification tokens, and mobile SDKs needed for booking, communication, payments, mapping, routing, and provider-tracking features. You can adjust cookie preferences via our cookie banner, in-app settings, or by adjusting your browser or device settings. Some browsers allow you to send Global Privacy Control signals; where required, we will treat such signals as opt-out requests for cookie-based sharing. Disabling certain technologies may limit functionality or features.

16. Providers, Vendors, and Business Partners

Providers, subcontractors, and other business partners are independent entities and remain solely responsible for their own legal compliance, including privacy and data protection obligations. RoadRun does not warrant, guarantee, or assume liability for the actions, omissions, breaches, or security practices of any Provider or third party outside our direct control. If you share information directly with a Provider, you do so at your own risk and subject to that Provider's privacy notices. Any claims or disputes arising from a Provider's handling of your Personal Information should be directed to the Provider.

17. Third-Party Websites, Plug-ins, and Integrations

The Services may include links to third-party websites, plug-ins, or applications. When you engage with those services, third parties may collect or share information about you. RoadRun does not control third-party services and is not responsible for their privacy practices. We encourage you to review the privacy policies of every third-party service you access.

18. Provider App Location, Maps, and Media

When providers use RoadRun's mobile tools, we may process precise location and, where permitted and enabled, background location during scheduled work periods, instant booking availability, or active bookings. We may also process uploaded media such as profile photos, licenses, chat attachments, and booking photos. This information is used for routing, scheduling, customer support, fraud prevention, quality review, and operational records.

RoadRun also uses third-party mapping and geocoding services to display map content, calculate travel estimates, verify addresses, and support routing workflows. Those third-party providers may process location-related data as part of delivering those services.

19. Limitation of Liability and Reservation of Rights

To the fullest extent permitted by applicable law, RoadRun, its affiliates, directors, officers, employees, contractors, and agents disclaim all implied warranties regarding the handling of Personal Information and the Services. RoadRun is not liable for indirect, incidental, consequential, punitive, exemplary, or special damages arising out of or related to this Privacy Policy, the Services, or any unauthorized access, data breach, or security incident, except where liability cannot be excluded or limited by law. This Privacy Policy does not create any contractual rights or warranties, does not modify any agreement between you and RoadRun, and does not waive any defenses or rights available to RoadRun under applicable law or the RoadRun Terms of Use.

20. Children's Privacy

The Services are not directed to children under the age of 16 (or the age of majority in your jurisdiction). We do not knowingly collect Personal Information from children without appropriate parental or guardian consent. If you believe a child has provided Personal Information to RoadRun, please contact us so we can take appropriate action.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, or legal requirements. When we make material changes, we will post an updated version on the Services and revise the Effective Date. Your continued use of the Services after the revised Privacy Policy is posted signifies your acceptance of the changes, subject to applicable law.

22. Contact Us

If you have questions, concerns, or complaints about this Privacy Policy or our privacy practices, contact us at [email protected], call +1 (877) 310-7776, or write to RoadRun, Inc., Attn: Privacy Office, 16192 Coastal Hwy. Lewes, DE 19958, USA. We will respond consistent with applicable law and work to resolve any issues promptly and responsibly.