Privacy Policy

This Privacy Policy describes how Reclaimr LLC and certain of its affiliates, including Hero Group LLC, collect, use, disclose, and otherwise process personal information through the Reclaimr web application, Hero Connect, related websites, customer communications, and associated services.

1. Scope and Overview

This Privacy Policy applies to personal information processed by Reclaimr LLC (“Reclaimr,” “we,” “us,” or “our”) in connection with the Reclaimr platform, the Reclaimr website, Account Setup and account administration, Hero Connect, support interactions, share links, Repair Explainer pages, secure links, email and SMS delivery, repair timelines, repair-status tracking, customer-facing updates, and related services (collectively, the “Services”). Certain service components, including Hero Connect, may be provided, operated, hosted, supported, or made available by or through our affiliate Hero Group LLC. When we refer to “Reclaimr,” “we,” “us,” or “our” in this Privacy Policy, we mean Reclaimr LLC together with the relevant affiliated entities involved in providing the Services.

Certain customer-facing features may be presented under the Repair Explainer brand. Repair Explainer is an assumed name of Hero Group LLC, an affiliate involved in providing those features on behalf of Reclaimr and participating repair facilities.

This Privacy Policy is written primarily for our business customers, their authorized users, website visitors, and individuals whose personal information may appear in files, estimates, procedures, records, communications, or workflows processed through the Services.

The Services are intended for business use only. By using the Services, you represent that you are at least 18 years old.

2. Information We Collect

Depending on how you interact with us and how our customers use the Services, we may collect the following categories of information:

3. Sources of Personal Information

We may collect personal information directly from you, from our business customers and their authorized users, from files and records uploaded to the Services, from supported third-party systems and software environments when authorized by the customer, from Hero Connect activity on devices where the customer has authorized its use, from payment providers and identity or fraud-prevention vendors, and automatically through the operation of our websites and Services, from participating repair facilities, from Reclaimr and Hero Group LLC systems used to operate Repair Explainer, from vehicle owners who open secure links or respond to messages, and from communications, email, hosting, and telephony providers.

4. How We Use Personal Information

We may use personal information to:

• provide, operate, maintain, support, secure, improve, and troubleshoot the Services;
• set up accounts, administer subscriptions, process billing, and manage customer relationships;
• read from and write to supported third-party systems to complete work through agentic workflow execution where authorized by the customer;
• generate, edit, route, transmit, or store outputs, communications, rebuttals, explainers, and other workflow artifacts within the Services or on behalf of the customer where the customer has enabled or authorized those features;
• generate and display Repair Explainers; create secure customer links; deliver links and related repair communications by SMS or email; present repair timelines and milestone updates; send repair-related notifications; track delivery and access; process HELP, STOP, and other preference requests; maintain suppression lists; record authorization information; support participating repair facilities; prevent messaging misuse; and demonstrate communications compliance;
• authenticate users, maintain session continuity, support Hero Connect functionality, and protect against misuse, fraud, or security incidents;
• provide customer support, respond to inquiries, and communicate about the Services;
• place, receive, record, transcribe, analyze, and route telephone calls, including calls handled in whole or in part by automated or AI systems, to provide, support, secure, and improve the Services and to communicate with customers and authorized users;
• develop analytics, insights, benchmarking, white papers, reports, product improvements, and operational recommendations using aggregated, anonymized, or de-identified information;
• monitor performance, debug issues, conduct audits, enforce our agreements, and comply with legal or regulatory obligations; and
• evaluate, launch, operate, or improve features involving AI, automation, workflow logic, service routing, model selection, or third-party providers, subject to the commitments described in this Privacy Policy.

5. Information Processed on Behalf of Customers

In many cases, we process personal information on behalf of our business customers in connection with the estimates, files, procedures, supplements, communications, and workflows they choose to upload to or process through the Services. In those situations, the relevant customer may control certain decisions about the data, including what information is uploaded, how the information is used within the customer’s workflows, whether automation is enabled, what is shared with insurers or vehicle owners, and when deletion requests are submitted.

For Repair Explainer and related customer-facing communications, the participating repair facility generally controls the underlying repair relationship, determines which recipient receives a Repair Explainer, and supplies or confirms the repair and contact information. Reclaimr processes that information on behalf of the repair facility, and Hero Group LLC may process it as an affiliate service provider when operating Repair Explainer.

If your information was provided to us by one of our business customers, and you would like to exercise a privacy right relating to that information, you may need to contact the relevant customer first. We may assist our customers with such requests as required by law, contract, or our role in the processing activity.

Participating repair facilities are responsible for maintaining workflows designed to provide required notices and obtain appropriate authorization before directing us to send Repair Explainers or related repair communications by text message or email. We may rely on the participating repair facility’s instructions and certification that the required authorization has been obtained. Vehicle owners should contact the participating repair facility regarding estimates, repair records, repair status, completion dates, charges, or pickup readiness.

6. AI, Automation, and Model Inputs

We use automation and may use AI-enabled tools and model providers as part of the Services. Those tools may assist with drafting, classification, workflow support, routing, summarization, insight generation, and similar functions.

When Reclaimr processes estimates through its AI-assisted estimate features - including estimate scrubbing, estimate comparison, and estimate classification - Reclaimr applies automated redaction designed to remove the following categories of personal information from the estimate content before it is sent to third-party AI model providers: customer name, home or mailing address, phone number, email address, driver's license number, date of birth, payment card information, banking information, insurance policy number, vehicle identification number (VIN), and claim number, in each case when tied to a specific individual. This redaction is a processing safeguard designed to limit personal information in AI model inputs; it is not a guarantee that every instance is removed in all cases. Personal information may still be processed by the Services and their subprocessors for non-AI functions necessary to provide the Services, including storage, transmission, authentication, workflow execution, logging, security, troubleshooting, billing, and support. Separately, AI-enabled features outside of estimate processing - such as conversational assistance, communications drafting, and voice features - may process information that Customer or its users choose to submit to those features, and Customer is responsible for what it submits.

Where our customers enable automation, outputs or communications may be generated, routed, transmitted, or stored on the customer’s behalf in accordance with the settings, permissions, and workflows selected by that customer. Our customers remain responsible for how they configure, review, approve, send, rely on, or automate such outputs and communications.

7. Hero Connect and Device-Side Activity

Hero Connect is an optional but recommended component of the Services. If a customer installs or enables Hero Connect, we may process device-side and local-environment data as reasonably necessary to provide, secure, support, and improve Hero Connect and the Services.

This may include access to local files, application windows, browser sessions, screenshots, transcripts, active-window context, and related session artifacts where authorized by the customer or its authorized users.

Customers are responsible for ensuring that they have provided any notice, authorization, consent, or policy acknowledgement required under their own employment, workplace, privacy, or internal governance policies before deploying Hero Connect on any device or environment.

8. How We Disclose Personal Information

We may disclose personal information to the following categories of recipients:

• Affiliates and corporate family members, including Hero Group LLC in connection with operating Repair Explainer and other customer-facing features, where necessary to provide, operate, support, host, secure, improve, or administer the Services.
• Service providers, contractors, and subprocessors that help us provide the Services, such as hosting providers, infrastructure providers, authentication providers, payment processors, customer support providers, analytics providers, security vendors, SMS delivery providers, email delivery providers, hosting and secure-link providers, communications vendors, and, where applicable, permitted AI or model providers.
• Third-party systems or tools at the direction of our customers, including supported management systems, procedure systems, communication channels, and other software environments involved in a customer’s workflow.
• Recipients designated by a customer through the Services, such as insurers, adjusters, vehicle owners, vendors, advisors, or other parties to whom the customer directs a communication, share link, report, explainer, rebuttal, or other output to be sent or made available.
• Professional advisors, auditors, insurers, financiers, or counterparties in connection with financing, diligence, restructuring, or corporate transactions, subject to reasonable confidentiality protections.
• Law enforcement, regulators, courts, or other third parties where we believe disclosure is required by law or legal process, or reasonably necessary to protect our rights, the rights of our customers, or the security, integrity, and lawful use of the Services.
• Successors or counterparties in connection with a merger, acquisition, reorganization, financing, sale of assets, or similar transaction involving all or part of our business.

A current list of the subprocessors we use to provide the Services is available on request, and, where we offer a Data Processing Agreement, that agreement describes how we notify business customers of subprocessor changes.

9. Share Links, Reports, and Customer-Controlled Disclosures

The Services may permit customers to generate share links or otherwise make reports, explainers, outputs, or other content available to third parties. Customers are responsible for deciding what content is shared, with whom, and through what mechanism. Any person with access to a valid share link or other customer-authorized access mechanism may be able to view the content made available through that link or mechanism. Repair Explainer links may contain vehicle, estimate, repair, timeline, and status information. Links may expire or be revoked, and we may record access time, device information, delivery events, and engagement activity. Recipients should not forward links unless authorized by the participating repair facility.

Reclaimr may provide reasonable export assistance on request but does not promise export in any specific format unless otherwise agreed in writing. Customer acknowledges that some data, logs, artifacts, or records may not be exportable in their original operational format.

10. Cookies and Similar Technologies

Our websites, online properties, and certain Service interfaces may use cookies, local storage, pixels, SDKs, tags, scripts, and similar technologies now or in the future for operational, security, authentication, fraud-prevention, analytics, personalization, communications, and marketing-related purposes. These technologies may be used by Reclaimr, Hero Group LLC, our affiliates, and our service providers acting on our behalf.

These technologies may help us or our service providers remember preferences, maintain sessions, understand how visitors and users interact with our websites or Services, measure engagement, improve performance, support onboarding or communications, detect abuse, and develop or evaluate marketing, advertising, retargeting, or audience-measurement activities.

We do not state in this Privacy Policy that any specific advertising, retargeting, or cross-context behavioral advertising tool is currently active unless and until it is actually in use. If we activate or expand the use of such technologies, their use will be governed by this Privacy Policy as updated from time to time, together with any additional notice, consent mechanism, cookie banner, preference center, opt-out tool, or other control required by applicable law.

Where required by law, we will provide additional notice and any required rights or choices regarding cookies and similar technologies, including choices relating to analytics, advertising, sale, sharing, or targeted advertising activities as those terms are defined under applicable law. Where legally required, we will also honor browser-based or other recognized opt-out preference signals, including Global Privacy Control, in the manner required by applicable law.

11. Aggregated, De-Identified, and Anonymized Information

We may create, use, disclose, and commercialize aggregated, de-identified, or anonymized information derived from the Services, including to develop insights, analytics, white papers, reports, benchmarking materials, product improvements, and similar materials, so long as that information does not identify a particular person or customer except where the customer has separately agreed to identified use.

12. Data Retention

We retain personal information for as long as reasonably necessary to provide the Services, operate our business, maintain security and fraud-prevention records, enforce our agreements, comply with legal obligations, resolve disputes, and support legitimate business operations.

As a general matter, customer account data and service records may be retained during the subscription term and for up to one year after termination unless the customer requests earlier deletion, subject to the exceptions described below.

If a valid deletion request is submitted after termination, we will generally process deletion from active systems and backups within 30 days, except to the extent we need to retain certain information for audit logs, billing records, fraud prevention, legal holds, dispute resolution, contractual enforcement, security purposes, or compliance with law.

Certain Hero Connect screenshots, transcripts, session artifacts, call recordings, call transcripts, and related logs may be retained for as long as reasonably necessary to provide the Services, support customers, maintain system integrity, investigate issues, and enforce our agreements.

Repair Explainers, repair timeline and milestone history, SMS and email records, delivery and failure events, secure-link access logs, authorization or consent evidence, communication-preference records, opt-outs, suppression records, complaints, and compliance records may be retained for as long as reasonably necessary to provide the Services, demonstrate compliance, prevent future unwanted messages, maintain system integrity, resolve disputes, or defend claims, even if related operational content is deleted sooner.

13. Security

We use administrative, technical, and organizational measures designed to protect personal information from unauthorized access, use, alteration, or disclosure. No security measure is perfect, and we cannot guarantee absolute security.

14. Your Choices and Rights

Depending on where you live and the context in which we process your personal information, you may have the right under applicable law to request access to personal information, correction of inaccurate personal information, deletion of personal information, and a copy of certain personal information in a portable format. You may also have the right to request information about the categories of personal information we collect, the categories of sources from which we collect it, the purposes for which we use it, and the categories of third parties or other recipients to whom we disclose it.

You may also have the right, depending on applicable law, to opt out of certain processing activities, including the sale of personal information, the sharing of personal information for cross-context behavioral advertising, targeted advertising, and certain profiling activities. If we engage in processing that gives rise to those rights, we will provide the notice and opt-out methods required by law.

Some laws may also give you the right to limit certain uses or disclosures of sensitive personal information. To the extent we use or disclose sensitive personal information in a manner that triggers such rights under applicable law, we will provide the associated notice and choice mechanisms required by law.

To submit a privacy request, you may contact us using the information in the "Contact Us" section below. We may take reasonable steps to verify your identity before responding. In some cases, our ability to respond may be limited by law, contractual obligations, security concerns, or the fact that we process the information on behalf of a business customer. If we process your information primarily on behalf of a business customer, we may direct you to that customer or coordinate with the customer in responding.

Vehicle owners may reply STOP to applicable text messages, contact the participating repair facility to update communication preferences, or contact us regarding messages or privacy requests. Requests to correct repair records, repair status, completion dates, charges, or pickup information may be directed to the participating repair facility.

Authorized agents may submit requests on behalf of individuals to the extent permitted by applicable law. We may require proof of the agent's authority and may also take reasonable steps to verify the identity of the individual who is the subject of the request.

If we deny a request and applicable law gives you the right to appeal that decision, you may do so by replying to our response or by emailing us with the word "Appeal" in the subject line. We will review the appeal in accordance with applicable law.

15. Data Processing Agreement for Business Customers

Where we process personal information on behalf of a business customer as a processor or service provider, our data processing terms may be addressed in a separate Data Processing Agreement or other contractual documentation with that customer.

If you are a current or prospective business customer and would like information about our data processing terms, please contact us using the information below.

16. California and Other U.S. State Privacy Notices

This section supplements the rest of this Privacy Policy for residents of jurisdictions whose laws require additional privacy notices, rights disclosures, or opt-out mechanisms, including California and Texas.

As described throughout this Privacy Policy, we may collect categories of personal information including identifiers and contact details, customer and account records, commercial or billing information, internet or network activity information, device and usage information, customer communications, workflow and case content, credentials and connection data, Hero Connect device-side information, Repair Explainer and repair-status information, SMS and email delivery data, authorization and preference records, and secure-link access information, and other information described in Section 2 above. We collect this information from the sources described in Section 3, use it for the purposes described in Section 4, and disclose it to the categories of recipients described in Section 8.

California residents may have rights to know, access, correct, delete, and obtain a portable copy of personal information, to opt out of the sale or sharing of personal information, to limit certain uses and disclosures of sensitive personal information, and to receive equal service and price even if they exercise their privacy rights, subject to legal exceptions. Texas residents may have rights to access, correct, delete, obtain a portable copy of certain personal data, opt out of targeted advertising, the sale of personal data, and certain profiling, and appeal our decision on a privacy-rights request, subject to applicable exceptions.

We do not sell personal information for money. We also do not represent in this Privacy Policy that no disclosure practice could ever be treated as a "sale," "sharing," or targeted advertising under applicable law. If we engage in website or Service practices that trigger those classifications, we will provide any notices, links, preference tools, opt-out mechanisms, or signal-based controls required by applicable law, including Global Privacy Control where applicable.

We do not knowingly use personal information from the Services for cross-context behavioral advertising at this time. If that changes, we will update this Privacy Policy and implement any legally required notice and opt-out mechanisms before or as required by law.

Where required by law, we will not discriminate against you for exercising an applicable privacy right. We may, however, be unable to provide certain features or services where the relevant information is necessary to provide the requested Services or maintain the applicable business relationship.

17. Third-Party Websites and Services

Our websites or Services may contain links to third-party websites, software environments, or services that we do not control. This Privacy Policy does not apply to the privacy practices of those third parties.

18. Children’s Privacy

The Services are intended for business use only and are not directed to children under 18. We do not knowingly collect personal information directly from children under 18 through the Services.

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. If we make material changes, we may post the updated policy on our website, update the “Last Updated” date, or provide additional notice where required by law.

20. Mobile and SMS Information

If you provide a mobile telephone number and opt in to a Reclaimr text messaging program, we use your number and consent solely to operate that program, including sending messages, honoring STOP, HELP, and START requests, and maintaining opt-out and suppression records. Mobile telephone numbers and SMS opt-in consent are not sold or shared with third parties, and are not shared with affiliates for their own marketing purposes, under any circumstances.

For messages we deliver on behalf of a participating repair facility (for example, Repair Explainer repair updates), the participating repair facility is responsible for obtaining the recipient's consent. We process those messages on the facility's behalf, identify the facility in the message, and honor STOP and other opt-out requests. Message and data rates may apply, and message frequency varies by program as described in the applicable Terms.

21. Contact Us

If you have questions about this Privacy Policy or would like to submit a privacy request, you may contact us at: