Privacy Policy

Last updated November 5, 2026

Who this covers

This policy explains how RoadRescue VA, LLC, doing business as Hookline ("Hookline," "we") handles information on hooklinedispatch.com and in the Hookline dispatch and driver apps. Hookline is used by tow companies (our customers). Information a tow company enters about its own customers, such as names, phone numbers and vehicles, belongs to that tow company, and we handle it on its behalf. If you're one of their customers, contact the tow company directly with questions about your information.

What we collect

• Account information: names, email addresses, usernames, phone numbers, company name, address, USDOT/MC numbers and the role of each person on the account.
• Records tow companies enter: calls, customer names, phone numbers and emails, pickup and drop-off addresses and map pins, vehicle details and VINs, photos, signatures, notes, documents, storage and auction records, invoices and payments, and driver commissions.
• Impound and repossession records: if a tow company uses this section, the names and mailing addresses of registered owners, lienholders and debtors, police agency and case details, lender and account references, personal property found in vehicles, and the notice letters and forms it makes and sends.
• Private property enforcement: if a tow company uses this section, the properties it patrols and their contract terms; permit and authorized-vehicle lists (residents' or employees' names, unit numbers, phone numbers, plates and vehicle details) entered by the tow company or the property manager; stickered vehicles with their plates, photos, location and time; and requests property managers send, and any extra fields the tow company adds to these forms.
• Property manager logins: a tow company can give a property manager a login. That person's name, username, phone and email are stored, and they can see only the properties the tow company gives them: vehicles towed from those properties, where each is held and its photos, the permit list, stickers and their own requests. The tow company chooses which of these each manager can see or do. They can't see the tow company's other records.
• Hours and pay: if a tow company turns on hour tracking, each tracked person's clock-in and clock-out times, plus the hourly rates and commission settings the company enters. Only the owner and the people they allow can see pay.
• Call alerts and phone setup: when a driver turns on call alerts, their phone's notification address (from Apple, Google or their browser) is stored so Hookline can ring that phone for new calls. We also record whether the phone has allowed alerts and location, whether the alert sound was checked, and the type of phone and browser, so the tow company can see whose phone will ring. Call alerts contain the call number, service, vehicle and pickup address, and are encrypted on the way to the phone. When a driver acknowledges a call, the time is saved on the call.
• Driver location: while a driver is signed in to the driver app and on duty, their phone shares its GPS location so dispatch can see trucks on the live map. Location sharing stops when they go off duty. The phone asks for permission first.
• Billing information: your subscription status and payment history. Card details are collected and stored by Stripe, not by us.
• Emails we send: we keep a record of each email Hookline sends (who it went to, the subject, the message and whether it was delivered) so we can answer questions about it. Setup reminders and product news include an unsubscribe link; account and billing emails don't.
• Support messages and feedback: what you send us through the Help button, the Ideas & feedback page, email or phone.
• Sign-in activity: each time someone signs in, or opens the app while already signed in, we record the time, the type of device and browser, and the IP address. Hookline staff use this to keep accounts secure, spot misuse and help with support. Tow companies don't see this record.
• Technical information: basic logs such as error reports and browser type, used for security and to fix problems. Hookline stores your sign-in on your device and keeps a saved copy of the app so it loads quickly. We don't use advertising or analytics cookies.

How we use it

• To run Hookline: dispatching, the driver app, maps, invoices, reports and billing.
• To keep accounts secure, prevent abuse and fix problems.
• To send you account messages, such as billing notices, password resets and important changes.
• To answer support requests and improve the product.

We don't sell or rent personal information, and we don't use it for advertising.

Who we share it with

We share information only with companies that help us run Hookline, and only as needed for that:

• Supabase: database, file storage and sign-in.
• Netlify: hosts the website and app files.
• Amazon Web Services (AWS): stores our encrypted nightly backups (Amazon S3), kept for up to 10 years as explained below.
• GitHub: runs the nightly backup job that copies Hookline to our AWS storage.
• Stripe: card payments and subscription billing (Stripe's privacy policy). If a tow company connects its own Stripe account, its customers' invoice payments are handled by Stripe too.
• Square: if a tow company connects its own Square account, its customers' invoice payments are handled by Square (Square's privacy policy). We send the amount and invoice number; card details go only to Square.
• Map and address services (OpenStreetMap-based): addresses typed into search are sent to them to suggest locations and draw routes.
• NHTSA: VINs are sent to the U.S. government's free VIN decoder to fill in year, make and model.
• Discord: we get private notifications about new sign-ups, payments and support requests (company name, contact and amount only).
• Resend: sends our emails: sign-up confirmations and password resets, messages from the Hookline team, setup reminders, and tow alert emails to property managers when a tow company has turned them on.
• Esri: provides satellite map images when someone switches a map to satellite view.
• Email: when a tow company emails an invoice or receipt, it's sent from that company's own email app.

We may also share information if the law requires it, to protect people's safety or our rights, or as part of a sale or merger of the business, in which case this policy would continue to apply.

How we protect it

Data is encrypted in transit (HTTPS). Each tow company's records are separated at the database level, so one company can't see another's. Within a company, the owner controls what each person can access. Hookline staff look at a company's account only to provide support, investigate a problem or as the law requires. No system is perfectly secure, but we take reasonable steps to protect your information.

How long we keep it

We keep account data while your account is active. Sign-in activity is kept for one year. If you cancel, we keep your data so you can come back without losing anything.

Backups. Many tow companies must keep records for years, so we back up Hookline every night to separate, encrypted, locked storage with Amazon Web Services. Nightly copies are kept for 35 days. A copy every month, plus every photo, signature and document, is kept for 10 years and then removed automatically. Backups are locked so they can't be changed or deleted early, and we use them only to restore lost or damaged records, or to give a company a copy of its own records when it asks. We strongly recommend that tow companies also keep their own copies of the records they're required to keep.

Email support@hooklinedispatch.com if you'd like your data deleted. We'll delete it from Hookline within 30 days, except records we must keep for legal, tax or billing reasons. Copies already in our locked backups stay there until those backups expire on their own schedule (up to 10 years), and aren't used for anything else.

Your choices

• Account owners can view, update and export most of their data in the app, and can remove staff and drivers.
• You can ask us for a copy of your information, or to correct or delete it, at support@hooklinedispatch.com.
• Drivers can turn off location sharing by going off duty or by denying location permission on their phone.
• Depending on where you live, you may have other rights under state privacy laws. Contact us and we'll help.

Children

Hookline is for businesses and isn't meant for anyone under 18.

Changes

If we make significant changes to this policy, we'll update the date above and let account owners know.

Contact

RoadRescue VA, LLC, doing business as Hookline
support@hooklinedispatch.com · (540) 699-0779