# Privacy Policy for RoadsideHelpers **Effective Date:** Oct 2026 **Version:** 1.4 **Legal Operator:** MS Innovate Labs (SMC-Private) Limited (CUIN: 0359054) --- ## 1. About This Policy RoadsideHelpers connects vehicle owners ("Owners") experiencing roadside breakdowns with independent roadside assistance professionals ("Providers"). This Privacy Policy explains how **MS Innovate Labs (SMC-Private) Limited** ("we", "us", or "our") collects, uses, shares, and retains personal information when you use the RoadsideHelpers mobile application, website ([www.getroadsidehelpers.com](https://www.getroadsidehelpers.com)), and contact our support team. This policy applies to both Owners and Providers. Our Terms of Use separately explain the rules for requesting and providing services. --- ## 2. Information We Collect ### 2.1 Account and Profile Information We collect information you provide when registering or updating your profile, such as: - Full Name, Email Address, and Verified Mobile Phone Number. - Profile photograph. - Account Role: Vehicle Owner or Service Provider. Authentication is processed through **Firebase Authentication** (Email/Password, Phone OTP, and Google OAuth2). If you use Google Sign-In, we receive authorized profile details including your Google identifier, name, email address, and profile photo. Provider Profiles also include offered service expertise (Flat Tire, Battery Jump, Fuel Delivery, Lockout, Towing, Minor Repairs), supported vehicle categories (Cars, Motorcycles, Trucks, Specialized), rate settings, online availability, and star ratings. ### 2.2 Provider Identity Verification Evidence To ensure platform safety, Service Providers undergo identity verification. We collect: - **CNIC Scans:** Front and Back images of the Computerized National Identity Card captured via live camera scanning. - **Live Facial Biometric Photo:** A live oval camera selfie to verify profile photo matching. - **Purpose & Retention:** Verification evidence is processed solely to confirm identity and prevent fraud. It is encrypted and retained in secure cloud storage for the duration of the Provider's active registration. ### 2.3 Location and Service Records We process precise device GPS location data where authorized by you: - **Owners:** Breakdown GPS coordinates and destination selection for towing routes. - **Providers:** Continuous location tracking (`distanceFilter: 3m`, 3-second heartbeat sync) while status is set to "Online" to enable nearby 50km request discovery, OSRM route calculations, and 50-meter auto-arrival detection. Service Records include vehicle make/model/category, service requested, questionnaire diagnostic responses, job status timestamps, and final fare breakdowns. ### 2.4 Messages, Images, and Support Records We collect in-app chat messages, uploaded service/vehicle photographs, feedback reviews, and support ticket records. Please avoid sharing passwords, credit card PINs, or sensitive financial keys in messages. ### 2.5 Financial & Transaction Records We maintain records associated with requested and completed roadside services, including: - In-app digital wallet balances, top-up logs, credits, and debits. - Selected payment method (App Wallet, Mobile Wallet, Cash, or Partial Payment). - Digital service receipts, total job fares, and transaction history. *Note on Cash Payments:* For cash transactions, funds are exchanged directly between the Vehicle Owner and the Service Provider. Marking a cash status in the app confirms job settlement but does not represent independent cash custody or escrow by RoadsideHelpers. ### 2.6 Technical Information & Push Tokens We collect device FCM notification tokens, app version, OS platform (iOS/Android), and basic system logs necessary to deliver high-priority notification alerts and troubleshoot app performance. --- ## 3. How We Use Information We use personal information to: - Create, authenticate, and manage user accounts and wallets. - Match Owners with nearby compatible Providers within a 50km radius. - Display relevant provider profiles, star ratings, service details, and 5-step live tracking progress. - Facilitate job-related chat messaging, phone call connections, and push notifications. - Calculate dynamic fares, record wallet balances, and issue digital receipts. - Maintain service history, process reviews, resolve billing disputes, and prevent fraud. - Comply with applicable legal, corporate, and regulatory requirements in Pakistan. We **do not** sell your personal data or use it for third-party cross-app advertising. --- ## 4. Location Access & Behavior Location permissions power core platform features: - **Vehicle Owners:** GPS location is accessed in the foreground while actively placing or tracking an emergency assistance request. - **Service Providers:** Location is accessed while the Provider is set to "Online" to receive nearby job alerts and share real-time ETA with Owners during an active job. Location updates pause when the Provider toggles status to "Offline". - **Sharing Rules:** Before job acceptance, Owners see approximate distance and ETA. Exact GPS route updates are shared only after a Provider accepts a job request. You can manage or revoke location permissions in device settings at any time, though doing so will prevent real-time breakdown dispatch. --- ## 5. How Information Is Shared ### 5.1 Between Owners and Providers To coordinate service calls, relevant information is shared between the paired Owner and Provider: - **Before Acceptance:** Provider sees Owner's vehicle category, distance, and diagnostic answers. Owner sees Provider name, rating, photo, and estimated price. - **During Active Job:** Both parties see active route progress, live ETA, in-app chat, and phone call action. - **After Completion:** Final job summary and star ratings remain visible in mutual request history. ### 5.2 Third-Party Infrastructure Services We use trusted third-party service providers operating under strict confidentiality and security standards: - **Google Firebase:** Authentication, Firestore NoSQL Database, and FCM Push Notification infrastructure. - **Notifee:** Local heads-up alert notifications and custom audio playback (`notification_tone.wav`). - **Cloudinary CDN / Firebase Storage:** Encrypted hosting for profile photos, CNIC scans, and chat attachments. - **Google Maps SDK, Leaflet, & OSRM:** Map tiles, geocoding, and turn-by-turn routing coordinates. ### 5.3 Legal & Corporate Disclosures We may disclose personal information if required to do so by applicable law, court order, or valid legal request from Pakistani law enforcement agencies, or where necessary to defend legal claims or prevent physical harm. --- ## 6. Permissions and Notifications The app requests permissions for essential features: - **Location:** Breakdown matching, live tracking, and route navigation. - **Camera & Storage:** Capturing profile photos, CNIC verification scans, and sending chat images. - **Notifications:** High-priority request alerts, status updates, and chat message notifications. You can adjust device permissions in system settings at any time. --- ## 7. Data Retention & Deletion We retain personal information for as long as your account remains active or as needed to fulfill service, billing, and regulatory obligations: - **Account & Profile Data:** Retained while the account is active. - **CNIC & Identity Verification:** Retained during active Provider registration for fraud prevention. - **Job Records & Transaction Logs:** Retained for financial accounting, audit, and dispute resolution purposes. When data is no longer required, it is securely deleted or anonymized. --- ## 8. Your Choices & Account Deletion You can update profile details within the app or request account deletion: - **In-App Account Deletion:** Navigate to `Settings` ➔ `Privacy & Security` ➔ `Delete Account`. This purges your authentication profile and deactivates your user records. - **External Deletion Request:** Contact our privacy team at `support@getroadsidehelpers.com`. Account deletion requests are processed within 7 business days, subject to the retention of legally required financial transaction records. --- ## 9. Security Safeguards We implement multi-layered security measures to protect your information: - **Encryption in Transit:** All network communication is encrypted using HTTPS/TLS encryption. - **Authentication Security:** Secure Firebase authentication tokens and optional biometric device lock (Fingerprint / Face ID). - **Access Control:** Restricted database access rules ensuring user data is accessible only by authorized account holders and backend processes. --- ## 10. International Processing Our server infrastructure and cloud providers (Google Firebase, Cloudinary) operate secure global data centers. Your data is protected under strict contractual safeguards regardless of hosting location. --- ## 11. Age Eligibility RoadsideHelpers is intended strictly for individuals who are at least **eighteen (18) years of age** and legally competent to enter into binding contracts under the laws of Pakistan. We do not knowingly collect information from minors. --- ## 12. Updates to This Policy We may update this Privacy Policy periodically. Material changes will be communicated via an in-app notice, email notification, or an updated effective date on our website. --- ## 13. Contact Us If you have questions, concerns, or privacy requests, please contact us: **MS Innovate Labs (SMC-Private) Limited** **CUIN:** 0359054 **Registered Office:** Ground Floor, Corner Commercial Building, Rahim Center, Gadai Shumali, Near General Bus Stand, Dera Ghazi Khan, 32200, Punjab, Pakistan **Website:** [www.getroadsidehelpers.com](https://www.getroadsidehelpers.com) **Privacy Email:** [support@getroadsidehelpers.com](mailto:support@getroadsidehelpers.com) **Helpline / Phone:** [+92 336 7045100](tel:+923367045100)