Our agreements.

Terms and ConditionsLast updated August 13, 2026

1. Acceptance of the Agreement

These Terms and Conditions (the "Agreement") govern Customer's access to and use of the Services. This Agreement is accepted at the time Customer completes the account setup process and affirmatively agrees to this Agreement by selecting the applicable acceptance checkbox, including affirmative acceptance of this Agreement, separate acknowledgement of the Privacy Policy, separate acknowledgement of the Data Processing Agreement, and, where applicable, separate authorization of automated workflows and separate consent to Hero Connect. "Account Setup" means Truck Hero's required registration and onboarding workflow, including any checkout or order flow where applicable. Customer's acceptance is effective as of that time and binds the Customer entity identified during Account Setup.

As part of account setup, Customer must separately and affirmatively acknowledge: (a) this Agreement, (b) the Privacy Policy, and (c) the Data Processing Agreement. Each such acknowledgement must be made through a separate checkbox that is not pre-checked.

The individual completing account setup represents and warrants that such individual is either the owner of Customer or an authorized user acting through Customer's admin account, and in either case has full authority to bind Customer and, if applicable, all affiliated or related locations enrolled under the account.

Truck Hero may maintain records of Customer's acceptance, including the date and time of acceptance, the identity of the accepting user, the Customer entity, IP address, applicable Agreement version, and whether Hero Connect was installed or enabled in connection with the account.

Truck Hero does not rely on passive browsewrap or implied consent. Acceptance of this Agreement and related authorizations must occur through affirmative action by Customer in the applicable workflow.

2. Parties; Affiliate Delivery Structure

The contracting party under this Agreement is Truck Hero LLC ("Truck Hero"). Truck Hero may provide, host, operate, support, or make available portions of the Services directly or through one or more Affiliates, including Hero Group LLC.

For purposes of this Agreement, "Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with a party. "Control" means direct or indirect ownership of more than fifty percent (50%) of the voting interests of an entity or the power to direct its management or policies.

References in this Agreement to the "Services" include any service components, software, features, functionality, infrastructure, support functions, and related tools provided by Truck Hero or any of its Affiliates. References to the "Truck Hero Parties" mean Truck Hero LLC, Hero Group LLC, their Affiliates, and each of their respective owners, members, managers, officers, directors, employees, contractors, agents, licensors, suppliers, subprocessors, and service providers.

Certain customer-facing components of the Services may be operated or branded as Repair Explainer by Hero Group LLC, an Affiliate of Truck Hero. Repair Explainer is an assumed name of Hero Group LLC and is not a separate legal entity or contracting party under this Agreement. Customer’s commercial relationship under this Agreement remains solely with Truck Hero LLC.

3. Eligibility; Business Use Only; Authority

The Services are offered solely for business use. Each user must be at least eighteen (18) years old. Customer represents and warrants that each person who accepts this Agreement, creates an account, activates a feature, or installs Hero Connect on Customer's behalf has authority to bind Customer.

If Customer uses an admin account, the holder of that admin account is deemed authorized to act for Customer with respect to purchasing subscriptions, enabling features, adding or removing locations, managing credentials, enabling automation, and accepting updated terms, policies, or addenda.

If Customer operates multiple shop locations or affiliated operating entities, one authorized signer or admin may bind all such locations and affiliated operating sites included in the subscription.

4. Description of the Services

The Services are software products designed to support heavy-duty, truck, and collision repair workflows, including estimate review and scrubbing, OEM-backed short-pay identification, reports, customer-facing repair explanations, secure share links, email and SMS delivery, repair timelines, repair-stage and milestone tracking, and related communications and business tools.

Certain customer-facing features may be delivered through Repair Explainer, a service operated by Truck Hero's Affiliate Hero Group LLC under the Repair Explainer assumed name. Repair Explainer features may include plain-language explanations, secure customer links, appointment or approval communications, repair-status updates, delay notices, and pickup-related information. These features are informational and communications tools and are not official repair records, inspections, certifications, or guarantees.

Hero Connect is an optional but recommended software component that may be installed on Customer devices to enable or enhance certain features. Customer may use the Truck Hero web application without Hero Connect, but some features, functionality, or workflow execution capabilities may be limited or unavailable.

The Services are provided as software only. Truck Hero does not provide managed repair services, legal advice, insurance adjusting services, claims representation, repair oversight, or human review on Customer’s behalf.

5. Accounts, Admin Users, and Locations

Customer must provide accurate and complete registration, billing, contact, and account information and keep it current by updating the relevant section in app.truckhero.ai. Customer is responsible for all activity occurring under its accounts, credentials, installations, and admin profiles.

Subscriptions are sold by location. A "Location" means a separate physical operating site with a separate address. If Customer adds a location mid-cycle, Truck Hero may prorate charges through the next billing date.

If Customer removes, pauses, or closes a location mid-cycle, no proration or refund will be provided, and access for that location may continue only through the end of the then-current paid billing period.

Customer is responsible for designating and managing its own authorized users and for promptly disabling access for users who should no longer have access. Customer is responsible for any misuse caused by compromised credentials or unauthorized internal use unless caused directly by Truck Hero's breach of this Agreement.

6. Free Trials; Subscription Term; Auto-Renewal

Truck Hero may offer a free trial from time to time. The length, eligibility criteria, scope, and conditions of any free trial may change at Truck Hero's discretion and may be described at checkout, in an order flow, or in promotional materials.

Unless otherwise stated in writing, any free trial will automatically convert into a paid subscription at the end of the trial period, and Truck Hero may charge the payment method on file without further notice. Customer is responsible for canceling before the end of the trial period if it does not want to continue into a paid subscription.

At launch, subscriptions are month-to-month and renew automatically on the same calendar day of each month as the initial paid activation date, unless earlier terminated in accordance with this Agreement. Truck Hero may later offer annual or other subscription plans at its discretion.

7. Fees, Billing, Price Changes, and Failed Payments

Customer will pay all fees, charges, taxes, and other amounts specified at checkout or otherwise agreed in writing. Pricing may change from time to time. Truck Hero may increase pricing with at least thirty (30) days' prior notice, except that where a locked, founding, or charter rate is expressly stated at checkout or on an applicable order form or written offer, that rate will govern for that Customer for the period stated in that offer and will not be increased during that period.

Fees are charged per location (or per seat, as applicable). Adding a location or seat during a billing period increases the fees accordingly, effective when it is added, and such additions may be billed on the next invoice or prorated as stated at checkout or on the order form.

All charges are non-refundable once processed, except as required by applicable law. Truck Hero does not provide refunds or credits for partial billing periods, partially used subscriptions, removed locations, or unused features.

If payment fails, Truck Hero may provide a grace period of up to five (5) days before suspending access, disabling features, or restricting use. Truck Hero may retry failed charges, update billing status, suspend or terminate access, and collect unpaid amounts using lawful means. Customer remains responsible for any amounts due during any suspension period caused by Customer's nonpayment.

8. Customer Data; Ownership; Service License

As between the parties, Customer retains ownership of Customer Data. "Customer Data" means data, files, estimates, procedures, cases, records, credentials, communications content, images, reports, and other materials submitted to, generated through, or made available within the Services on Customer's behalf.

Customer grants Truck Hero and its Affiliates a worldwide, non-exclusive, royalty-free right to host, copy, process, store, transmit, display, modify, create derivative works from, and otherwise use Customer Data as reasonably necessary to provide, secure, support, maintain, improve, and operate the Services; comply with law; enforce this Agreement; investigate misuse; and create de-identified, anonymized, or aggregated insights, benchmarks, white papers, reports, trend analyses, and similar materials.

Customer acknowledges and agrees that Truck Hero may use Customer Data to provide Customer with insights about Customer's historical performance and projected performance opportunities, and may use de-identified or aggregated data to improve the Services and related products.

9. Privacy; DPA; Retention; Deletion; Export

Customer's use of the Services is also subject to the Privacy Policy and the DPA. Customer acknowledges that Hero Group LLC or other Affiliates may process Customer Data on Truck Hero's behalf in connection with Hero Connect, operation of Repair Explainer, hosting or displaying customer-facing repair content, delivery of SMS or email communications, repair timelines and status tracking, secure-link access, consent and preference records, or other service operations.

Unless the customer requests earlier deletion after termination, Truck Hero may retain Customer Data during the subscription term and for up to one (1) year after termination. Truck Hero will retain data for at least thirty (30) days, and after that period may delete data in accordance with its retention practices. Upon a valid deletion request following termination, Truck Hero will process deletion from active systems and backups within thirty (30) days, except for data Truck Hero is required or permitted to retain for audit, fraud prevention, billing, dispute resolution, legal hold, security, or compliance purposes.

Truck Hero 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. Automation Authorization; Customer Responsibility for Automated Actions

10.1 What this Section covers. This Section applies to Automated Actions — actions the Services take on Customer's behalf or that reach Customer's customers, vehicle owners, insurers, or other third parties without separate human review of each action. Examples: generating and sending a Repair Explainer or secure link by SMS or email; sending appointment, approval, delay, repair-stage, completion, or pickup communications; and, if later enabled, exchanging data with or writing to a third-party estimating or management system. This Section does not apply to Truck Hero's own service, account, support, and product communications to Customer and its users, or to the internal processing of Customer Data described in Sections 8, 9, and 11.

10.2 How authorization is given. Customer authorizes an Automated Action by enabling, configuring, or using the applicable feature — for example by connecting an estimating or management account, turning on an automated communication, or selecting an automation setting. Connecting an estimating account is Customer's instruction to Truck Hero to retrieve the resulting estimates and to review, scrub, and analyze them automatically. Where Truck Hero presents a separate acknowledgement for a specific automation, authorization is given through that acknowledgement.

10.3 Turning it off. Customer may disable an automated workflow at any time in the applicable settings or by contacting [email protected]. Disabling is prospective and does not affect actions already taken.

10.4 Deemed Responsibility. If Customer enables any automation feature, Customer expressly authorizes Truck Hero and its affiliate-provided service components to generate, edit, route, transmit, post, save, and otherwise take actions on Customer's behalf in accordance with the automation settings, rules, permissions, and workflows selected or enabled by Customer.

Customer acknowledges and agrees that any explainer, message, edit, workflow action, or other output generated, transmitted, or taken through an enabled automation feature is deemed authorized by Customer. Customer bears sole responsibility for all such actions and outputs, including their accuracy, completeness, appropriateness, timing, legal sufficiency, business impact, and compliance with Customer's obligations to vehicle owners, insurers, adjusters, employees, vendors, regulators, and other third parties.

Customer is solely responsible for reviewing all outputs before sending or relying on them, except to the extent Customer affirmatively elects to automate a workflow or action. If Customer elects automation, Customer acknowledges that it has reviewed the relevant features and accepts full responsibility for outputs and actions sent or taken on its behalf without additional human review.

11. AI Features; Output Limitations; No Reliance

The Services may use artificial intelligence, machine learning, rules-based logic, or other automated methods. Truck Hero may change models, providers, prompts, routing logic, automation logic, and feature-specific workflows at any time in its discretion to improve the Services or outputs.

For estimate-related AI processing within the Services, Truck Hero's processing design is that personal information appearing on estimates is excluded from AI model inputs. For purposes of this Agreement, such personal information includes 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, and claim number when tied to a specific person. Customer acknowledges that other features of the Services that use AI, for example conversational assistance, communications drafting, or voice features, may process information Customer chooses to submit to those features, and Customer is responsible for what it submits.

Customer acknowledges that personal information may still be processed by the Services, Hero Connect, Truck Hero Parties, subprocessors, and underlying systems for non-AI functions necessary to provide the Services, including storage, transmission, authentication, workflow execution, logging, security, troubleshooting, billing, and customer support.

AI-assisted or automated outputs may be incomplete, incorrect, inconsistent, not accepted by insurers, or otherwise unsuitable for Customer's intended use. Customer remains solely responsible for reviewing and determining whether to use, send, rely on, or act on any output. Truck Hero does not guarantee any particular outcome, insurer acceptance, or payment of any amount.

12. Hero Connect; Device-Side Activity; Internal Permissions

Hero Connect is optional but recommended. Installation is subject to this Agreement; Customer ensures the installer is authorized.

Customer represents and warrants that any user who installs, enables, accesses, or uses Hero Connect has full authority from Customer to do so on the applicable machine, device, account, browser session, local environment, and third-party software environment.

Customer is solely responsible for providing any notice, disclosure, authorization, consent, or policy acknowledgement required under Customer's employment policies, workplace rules, privacy policies, or other internal requirements before installing or using Hero Connect on any company-controlled or user-accessible machine.

Customer expressly authorizes Truck Hero, Hero Group LLC, and their respective service providers to access, interact with, analyze, collect, process, and retain information from local files, application windows, browser sessions, screenshots, transcripts, active-window context, and related device-side activity solely as directed by Customer and as reasonably necessary to provide, secure, support, maintain, and improve Hero Connect and the Services.

Customer acknowledges that screenshots, transcripts, session artifacts, logs, and related Hero Connect records may be retained for as long as reasonably required to provide the Services, support Customer, maintain system integrity, investigate issues, comply with legal obligations, and enforce this Agreement.

Customer may choose not to install or may later remove Hero Connect and continue to use the Truck Hero web application, but Customer acknowledges that certain features, functions, and workflow capabilities may be limited or unavailable without Hero Connect.

13. Third-Party Systems; Credentials; Workflow Execution

The Services may read data from, and retrieve OEM repair procedures and supporting information through, third-party systems, libraries, and supporting tools in order to complete work. Current or planned sources may include Repair Logic, OEM procedure providers, and other third-party systems. Truck Hero does not write back to Customer's estimating or management systems at launch. If Truck Hero later enables features that exchange data with or write to a third-party estimating or management system, those features will be optional and enabled by Customer, and this Section will apply to them.

Customer is responsible for providing accurate, current, and lawfully usable credentials and for ensuring that Customer's use of the Services with any third-party system does not violate Customer's contracts, terms, licenses, policies, or obligations to those providers. Customer authorizes Truck Hero and its Affiliates to store and use Customer credentials solely as necessary to operate the Services.

Truck Hero does not guarantee uninterrupted availability of any workflow execution with third-party systems. Third-party providers may change APIs, terms, workflows, access methods, rate limits, pricing, or permitted uses, or may suspend, restrict, lock, or object to Customer's use of the Services. Truck Hero may suspend, limit, modify, or discontinue support for any provider or access pathway immediately if legal, technical, operational, reputational, or commercial risk changes. Core functionality may remain available through uploads or other manual methods even if an automated pathway is unavailable.

Customer will indemnify the Truck Hero Parties against any third-party claim, investigation, enforcement action, suspension, loss, cost, or liability arising from or related to Customer's use of a third-party system through the Services, including any allegation that such use violated the third party's rules, terms, or rights.

14. Share Links; Reports; Explainers

The Services may allow Customer to generate reports, explainers, share links, timelines, repair-status information, and other content for use with customers, fleet owners, insurers, adjusters, or other third parties. Customer-facing content may be presented under the Repair Explainer brand and may be delivered by secure link, email, or SMS. Customer is solely responsible for deciding what content to generate, review, approve, share, transmit, or publish, and with whom to share it.

Any person who accesses content using a valid share link may be able to view the materials made available through that link. Customer is solely responsible for recipient selection, contact information, link distribution, revocation decisions, and the consequences of making content available through a valid link or transmission path. Truck Hero and its Affiliates may record message delivery, failure, link access, and engagement events to provide, secure, support, and improve the Services.

Customer controls and remains responsible for the underlying estimate, repair information, repair status, milestones, estimated dates, and customer-facing statements. Repair timelines and milestones may change. A displayed stage does not independently certify that work has been completed, inspected, approved, or paid for, and a displayed pickup or completion status does not authorize vehicle retrieval unless Customer directly confirms readiness.

Truck Hero is not responsible for any third party’s access to, interpretation of, reliance on, or reaction to materials shared by Customer or made available through Customer-controlled links, communications, or outputs.

15. Repair Explainer Delivery and Customer Authorization Workflow

As part of the Services, Customer may provide or confirm a vehicle owner’s, fleet owner’s, claimant’s, driver’s, or other authorized recipient’s mobile telephone number or email address for delivery of a Repair Explainer, secure link, repair update, or related communication. By accepting this Agreement and enabling or using the applicable workflow, Customer instructs and authorizes Truck Hero and its Affiliates, including Hero Group LLC doing business as Repair Explainer, to generate and send such communications on Customer’s behalf.

Customer represents, warrants, and agrees that it has implemented and will maintain a workflow reasonably designed to provide all required notices and obtain, record, and retain all authorizations, consents, permissions, and lawful bases necessary before Customer provides or confirms a recipient’s mobile number or email address for delivery. Customer’s workflow must associate the authorization with the applicable recipient and contact information and permit Customer to demonstrate the date, method, and scope of authorization upon reasonable request.

Customer will provide accurate recipient information, promptly notify Truck Hero of any withdrawal or preference change received outside the Services, honor opt-outs and suppression records, and not circumvent a suppression by using another number, campaign, account, or communication path. Truck Hero and its Affiliates may rely on Customer’s certification and instructions when sending communications on Customer’s behalf.

Customer will use Repair Explainer delivery only for legitimate repair, estimate, inspection, fleet-service, appointment, approval, status, or pickup communications involving the recipient. Customer may not include unrelated advertising or promotional content unless all separately required notices and permissions have been obtained. Truck Hero may suspend or restrict messaging when it reasonably believes a workflow violates law, carrier requirements, these Terms, or recipient preferences.

16. Customer Responsibilities; Prohibited Uses

Customer will use the Services only for lawful business purposes and in accordance with this Agreement. Customer may not: (a) use the Services to infringe or violate third-party rights; (b) use the Services in a way that violates law, professional obligations, repair obligations, consumer-protection obligations, insurance obligations, or privacy obligations; (c) attempt to reverse engineer, copy, scrape, or build a competing product using the Services except as expressly permitted by law; (d) use outputs, data, or access to benchmark, analyze competitively, or train competing models, products, or services; (e) resell, sublicense, or provide access to unauthorized third parties; or (f) use the Services to create deceptive, defamatory, unlawful, harassing, or misleading communications.

Customer remains solely responsible for all uploaded data, estimates, procedures, reports, outputs, explainers, emails, texts, and any other content or actions initiated, reviewed, approved, automated, sent, or shared through the Services.

Customer will maintain the authorization workflow described in Section 15; provide accurate and current recipient contact, repair, timeline, and status information; promptly correct inaccuracies; send communications only to recipients connected to a legitimate repair or service relationship; honor communication preferences, opt-outs, and withdrawals; and avoid deceptive, misleading, or unauthorized marketing communications.

17. Suspension

Truck Hero may suspend, restrict, or disable any portion of the Services immediately, with or without notice, if Truck Hero reasonably believes that Customer's use creates a security risk, legal risk, reputational risk, payment risk, misuse risk, dispute risk, or operational risk, or if Truck Hero is required to do so by law or a third-party provider.

Suspension does not relieve Customer of its payment obligations for accrued charges or minimum committed fees, if any. Truck Hero will have no liability for any suspension taken in good faith under this Section.

18. Intellectual Property; Feedback

The Services, including all software, technology, workflows, interfaces, documentation, reports, designs, prompts, logic, AI models, templates, and related intellectual property, are and remain owned by the Truck Hero Parties or their licensors. No rights are granted except the limited right to access and use the Services during the subscription term in accordance with this Agreement.

If Customer provides suggestions, comments, ideas, corrections, enhancement requests, or other feedback, Truck Hero may use that feedback without restriction or obligation. Truck Hero may incorporate feedback into the Services, documentation, or related offerings without payment to Customer.

19. Confidentiality

Each party may receive non-public information from the other party that is designated as confidential or that reasonably should be understood to be confidential, including technical, commercial, business, product, pricing, data, and operational information ("Confidential Information"). The receiving party will use the disclosing party's Confidential Information only as necessary to exercise rights or perform obligations under this Agreement and will protect it using reasonable care.

Confidential Information does not include information that: (a) is or becomes public without breach of this Agreement; (b) was lawfully known by the receiving party without restriction; (c) is lawfully received from a third party without restriction; or (d) is independently developed without use of the disclosing party's Confidential Information.

The receiving party may disclose Confidential Information to its Affiliates, contractors, advisors, and service providers who need to know it and are bound by confidentiality obligations, and may disclose Confidential Information when required by law, subpoena, court order, or governmental request.

20. Publicity; Anonymized Results

Truck Hero may use Customer's results, outcomes, and data in anonymized, aggregated, or de-identified form for product, research, marketing, benchmarking, white papers, reports, and similar materials. Truck Hero will obtain written consent before using Customer's name, logo, or non-anonymized data in case studies, on websites, or in similar public-facing materials.

21. Disclaimers

THE SERVICES ARE PROVIDED "AS IS," "AS AVAILABLE," AND WITHOUT WARRANTIES OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE TRUCK HERO PARTIES DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, QUIET ENJOYMENT, SYSTEM INTEGRATION, OR THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.

WITHOUT LIMITING THE FOREGOING, THE TRUCK HERO PARTIES DO NOT WARRANT THAT ANY OUTPUT, ESTIMATE, EXPLAINER, REPORT, OR AUTOMATED ACTION WILL BE COMPLETE, CORRECT, TIMELY, INSURER-ACCEPTED, OEM-COMPLIANT, PROFITABLE, OR SUITABLE FOR CUSTOMER'S PURPOSES.

WITHOUT LIMITING THE FOREGOING, THE TRUCK HERO PARTIES DO NOT WARRANT SMS OR EMAIL DELIVERY, CARRIER ACCEPTANCE, MESSAGE TIMING, LINK AVAILABILITY, TIMELINE OR STATUS ACCURACY, COMPLETION DATES, PARTS AVAILABILITY, INSURER RESPONSE TIMING, VEHICLE PICKUP READINESS, OR THAT A DISPLAYED MILESTONE ESTABLISHES COMPLETION, INSPECTION, APPROVAL, OR PAYMENT. CARRIERS, FILTERS, INVALID OR REASSIGNED CONTACT INFORMATION, AND THIRD-PARTY OUTAGES MAY DELAY OR PREVENT DELIVERY.

22. Repair, Estimate, Insurer, and Operational Responsibility

Customer remains solely responsible for all final repair decisions, estimate content, customer communications, pricing decisions, compliance decisions, safety decisions, and business decisions. Truck Hero is not the author or submitter of any estimate, output, or communication, even if generated, edited, routed, or transmitted through the Services.

The Truck Hero Parties are not responsible for repair quality, repair completeness, repair defects, vehicle damage, OEM compliance, insurer acceptance or rejection, denied claims, reduced supplements, insurer conduct, customer dissatisfaction, unfair trade practice claims, deceptive trade practice claims, consumer claims, regulatory claims, or other disputes arising from Customer's business, repairs, communications, or use of the Services.

Customer acknowledges that the Services are decision-support and workflow software tools and that all business, legal, compliance, repair, and insurance outcomes remain Customer's responsibility.

Customer remains solely responsible for the official estimate, repair plan, repair stage, estimated and actual completion date, final invoice, customer approvals, accuracy of Repair Explainer content and repair-status communications, and directly confirming when a vehicle is ready for pickup. Repair Explainer is an explanatory and communications tool and is not the authoritative repair record.

23. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE TRUCK HERO PARTIES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL, BUSINESS OPPORTUNITY, VEHICLE VALUE, CLAIM VALUE, OR CUSTOMER RELATIONSHIP, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE TOTAL AGGREGATE LIABILITY OF THE TRUCK HERO PARTIES ARISING OUT OF OR RELATING TO THE SERVICES OR THIS AGREEMENT WILL NOT EXCEED THE LESSER OF: (A) FEES PAID BY CUSTOMER TO TRUCK HERO DURING THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) THE TOTAL AMOUNT PAID BY CUSTOMER TO TRUCK HERO IF LESS THAN THREE (3) MONTHS OF FEES HAVE BEEN PAID.

THE LIMITATIONS IN THIS SECTION APPLY REGARDLESS OF THE THEORY OF LIABILITY AND REGARDLESS OF WHETHER ANY LIMITED REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

24. Indemnification

Customer will defend, indemnify, and hold harmless the Truck Hero Parties from and against any and all third-party claims, demands, suits, actions, investigations, proceedings, judgments, losses, damages, liabilities, settlements, penalties, fines, costs, and expenses, including reasonable attorneys' fees and costs, arising out of or relating to: (a) Customer Data; (b) Customer's use of the Services; (c) Customer's use of any third-party system through the Services; (d) any repair defect, vehicle-related claim, customer claim, insurer claim, claimant claim, or regulatory claim arising from Customer's business or repairs; (e) Customer's estimates, communications, reports, share links, or automated actions; (f) Customer's violation of law, third-party rights, contracts, or policies; or (g) any allegation that Customer lacked authority, permission, consent, or rights required for Customer's installation or use of Hero Connect or other service functionality; or (h) Customer's failure to maintain the required recipient-authorization workflow, obtain required communication authorization, provide accurate recipient information, honor an opt-out or withdrawal, prevent messaging to a reassigned or incorrect number, avoid unauthorized marketing, or provide accurate repair-status, completion, or pickup information.

Truck Hero may elect, in its discretion and on a case-by-case basis, to assume sole control of the defense and settlement of any indemnified matter using counsel of its choosing, at Customer's expense. Customer may not settle any claim in a manner that imposes liability, admission, injunctive relief, operational obligations, or other burden on any Truck Hero Party without Truck Hero's prior written consent.

This Section survives termination for as long as any applicable claim may be brought under the relevant statute of limitations or other applicable limitations period.

25. Termination

Customer may cancel a month-to-month subscription at any time, but cancellation will take effect at the end of the then-current billing period, and no refund will be provided for amounts already charged. Truck Hero may terminate or suspend this Agreement or any part of the Services immediately if Customer breaches this Agreement, fails to pay amounts due, presents legal or security risk, misuses the Services, or causes unacceptable operational or reputational risk.

Upon termination, Customer's right to access and use the Services ends, except to the extent Truck Hero permits limited post-termination access for billing, export, or transition purposes. Sections that by their nature should survive termination will survive, including sections addressing payment obligations, intellectual property, confidentiality, disclaimers, limitations of liability, indemnification, dispute resolution, and data retention or deletion.

26. Dispute Resolution; Arbitration; Class Waiver

THIS AGREEMENT IS GOVERNED BY THE LAWS OF THE STATE OF TEXAS, WITHOUT REGARD TO ITS CONFLICTS OF LAW RULES.

ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE SERVICES WILL BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION IN TEXAS ADMINISTERED BY THE AMERICAN ARBITRATION ASSOCIATION ("AAA") UNDER ITS APPLICABLE COMMERCIAL ARBITRATION RULES. THE PARTIES WAIVE ANY RIGHT TO A JURY TRIAL AND WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS ACTION, COLLECTIVE ACTION, MASS ACTION, OR REPRESENTATIVE ACTION.

ARBITRATION WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS. THE ARBITRATOR MAY NOT CONSOLIDATE CLAIMS OR PRESIDE OVER ANY FORM OF CLASS, COLLECTIVE, MASS, OR REPRESENTATIVE PROCEEDING.

Notwithstanding the foregoing, Truck Hero may seek injunctive, equitable, or similar emergency relief in any court of competent jurisdiction to protect intellectual property, confidential information, security interests, payment rights, or to prevent misuse of the Services. Customer agrees that damages may be an inadequate remedy for such harms.

27. Force Majeure

Truck Hero is not liable for delay, failure, degradation, or interruption caused by events beyond its reasonable control, including acts of God, natural disaster, fire, flood, pandemic, labor disruption, war, terrorism, civil unrest, internet or telecommunications failure, utility failure, cyberattack, third-party service outage, government action, legal restriction, vendor failure, or supply chain disruption.

28. Notices; Changes to the Agreement; Miscellaneous

Legal notices to Truck Hero must be sent to [email protected] or to any updated notice address posted by Truck Hero. Customer consents to receive notices electronically.

Truck Hero may update this Agreement from time to time. Updated terms become effective when posted or on the stated effective date. If Customer continues using the Services after the updated terms become effective, Customer accepts the updated Agreement.

This Agreement constitutes the entire agreement between the parties regarding the Services and supersedes prior or contemporaneous understandings on the same subject matter. If any provision is held unenforceable, the remaining provisions will remain in effect. Customer may not assign this Agreement without Truck Hero's prior written consent. Truck Hero may assign this Agreement, in whole or in part, to an Affiliate or in connection with a merger, acquisition, financing, restructuring, or sale of assets. Failure to enforce any provision is not a waiver.

29. SMS / Text Message Programs

Truck Hero operates two separate text messaging programs for its business customers, prospects, and their authorized users. The programs are registered separately with the mobile carriers, permission is collected differently for each, and consent to one program is not consent to the other.

(a) Truck Hero Sales. Messages sent by a Truck Hero sales or onboarding representative to a person who has spoken with that representative by telephone and who gave verbal permission on that call to be contacted by text at the number they confirmed. Messages cover demonstration confirmations, the written write-up of findings on estimates discussed on the call, account setup and onboarding links, and answers to product questions raised on the call, up to approximately 5 messages per month. Permission for this program is given only on a telephone call: there is no sign-up form and no text-in keyword for it. The program disclosure, including the exact wording a representative reads before asking, is published at app.truckhero.ai/legal/sms.

(b) Account and Support Notifications. Messages you receive by providing a mobile telephone number and affirmatively opting in, for example by checking the SMS consent box on Truck Hero's sign-up form. Messages cover account, service, and support notifications, such as alerts that an estimate has been processed or findings are ready to review, and replies to your support requests, up to approximately 5 messages per month.

Consent to receive text messages is not a condition of purchasing any goods or services. Opting in to one of these programs does not enroll you in the other.

Message and data rates may apply according to your mobile carrier's plan. Truck Hero and the mobile carriers are not liable for delayed or undelivered messages.

You may opt out of either program at any time by replying STOP, END, QUIT, CANCEL, or UNSUBSCRIBE to any message. We will send a single confirmation and then stop. An opt-out is honored across all Hero Group messaging programs, not just the one you replied to. To opt back in, reply START. For help, reply HELP or contact [email protected].

Mobile telephone numbers and SMS opt-in consent are used only to operate these messaging programs and are not sold, rented, or shared with third parties, or with affiliates for their own marketing purposes. Your participation in these messaging programs is also governed by the Privacy Policy.

This Section governs Truck Hero messages sent to Customer, prospects, and authorized business users. It is separate from Repair Explainer messages sent on Customer’s behalf to vehicle owners, fleet contacts, claimants, drivers, or other repair recipients, which are governed by Section 15 and applicable Repair Explainer messaging terms.

30. Voice and Telephone Communications

Truck Hero may place and receive telephone calls in connection with the Services, including account, onboarding, support, appointment, and service calls. Some calls may be handled in whole or in part by an automated or artificial-intelligence system. Where required by law, Truck Hero will disclose that an automated system is being used.

By providing a telephone number, Customer consents to receive such calls at that number and consents to the recording, transcription, and storage of those calls for quality, training, support, security, and record-keeping purposes, except where prohibited by law. In jurisdictions requiring all-party consent to recording, Truck Hero will provide notice at the start of the call, and continuing on the call constitutes consent.

Consent to receive calls is not a condition of purchasing the Services. Customer may request not to receive non-essential or marketing calls by contacting Truck Hero at [email protected]. Any marketing or telemarketing calls are conducted in accordance with applicable law, including the Telephone Consumer Protection Act and applicable do-not-call requirements. Customer is responsible for ensuring it has authority to provide any telephone number it submits.

31. Beta and Early-Access Features

Truck Hero may make beta, preview, early-access, or experimental features available, including features offered to select customers or behind feature flags. Such features are optional and provided "AS IS," may be incomplete, may change, and may be limited, suspended, or discontinued at any time without notice. Beta features may receive limited or no support and carry no availability, performance, accuracy, or fitness commitment. Truck Hero may collect additional usage data from beta features to evaluate and improve them.

Repair Explainer timelines, tracker milestones, customer-status notifications, and related customer-facing communication features may be designated as beta, preview, or early-access features when applicable.

End of Agreement.

Privacy PolicyLast updated July 16, 2026

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

1. Scope and Overview

This Privacy Policy applies to personal information processed by Truck Hero LLC ("Truck Hero," "we," "us," or "our") in connection with the Truck Hero platform, Truck Hero websites, checkout and account administration, Hero Connect, Repair Explainer customer-facing pages, secure links, SMS and email delivery, repair timelines and status tracking, support interactions, and related services (collectively, the "Services"). Certain components may be provided, operated, hosted, supported, or made available by or through our affiliate Hero Group LLC.

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 Truck Hero and participating repair facilities. When we refer to Truck Hero, we, us, or our in this Privacy Policy, we mean Truck Hero LLC together with the relevant affiliated entities involved in providing the Services.

This Privacy Policy is written primarily for our business customers, their authorized users, website visitors, and individuals whose personal information may appear in estimates, procedures, records, Repair Explainers, secure links, communications, timelines, status updates, or workflows processed through the Services. The Services are intended for business use only; customer-facing Repair Explainer recipients may access pages or communications provided by a participating repair facility.

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:

Account and business profile Account and business profile information, such as customer entity name, shop or location details, billing contact details, authorized user details, admin account details, role information, and records of acceptance of our terms, policies, and product authorizations.

Checkout and billing Checkout and billing information, such as subscription details, billing cadence, location counts, payment status, invoices, transaction records, and limited payment-related data made available by our payment processors.

Files and case content Files, estimates, case data, procedures, supplements, explainers, communications, notes, attachments, and related records uploaded to, generated in, or processed through the Services.

Management-system and OEM Estimate and workflow data uploaded by the Customer, and OEM repair procedure data procedures and supporting information retrieved from third-party sources (such as Repair Logic and OEM procedure providers). Truck Hero does not write back to Customer estimating systems at launch.

Credentials and connection data Credentials and connection data, such as credentials or tokens provided for supported third-party systems, where permitted, and related authentication, session, configuration, and connection status data needed to operate the Services.

Hero Connect and device-side data Hero Connect and device-side data, such as local file access events, application and browser interaction context, screenshots, transcripts, session artifacts, active-window context, local execution logs, and other device-side data necessary to provide, secure, and support Hero Connect and the Services.

Voice and call recordings Call audio recordings, transcripts, voicemail, call metadata (such as phone number, date, time, and duration), and notes generated from calls placed or received in connection with the Services, including calls handled in whole or in part by automated or AI systems.

Communications data Communications data, such as emails, messages, support requests, chatbot or onboarding interactions, and records of communications sent to or from Truck Hero, or generated or routed through the Services on behalf of a customer.

Usage, diagnostic, and security Usage, diagnostic, and security data, such as log files, crash information, data access timestamps, IP addresses, device and browser information, usage events, fraud-prevention signals, audit trails, and security monitoring data.

Website interaction data Website and online interaction data, such as information collected through cookies, pixels, local storage, or similar technologies on our websites or online properties.

Repair Explainer and repair-status data may include personalized repair explanations, vehicle and estimate information, repair stages, milestones, estimated dates, delay information, appointment or pickup details, shop statements, secure-link identifiers, and customer approvals.

SMS and email delivery data may include mobile numbers, email addresses, participating shop identity, message content, secure links, sending dates and times, delivery and failure status, carrier or routing information, replies, link opens, and access events.

Authorization and preference data may include authorization or consent records supplied by Customer, the date and method of authorization, applicable disclosure version where available, communication preferences, STOP or HELP requests, opt-outs, withdrawals, suppression records, and complaint or compliance records.

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.

Information may also come from participating repair facilities, fleet or commercial-vehicle service providers, Reclaimr or other affiliated systems where authorized, vehicle owners or other recipients who open links or respond to communications, and SMS, email, hosting, analytics, or communications vendors.

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 data from and retrieve OEM repair procedures and supporting information from supported third-party sources to complete work where authorized by the customer; generate, edit, and store explainers, reports, and other workflow artifacts within the Services or on behalf of the customer where the customer has enabled or authorized those features; 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;

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; 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.

We may also use personal information to generate and display Repair Explainers; create secure customer links; deliver links by SMS or email; present repair timelines, milestones, and status updates; send appointment, approval, delay, completion, and pickup-related notifications; track delivery and access; process STOP, HELP, and other preference requests; maintain suppression lists; record authorization information; support participating repair facilities; prevent messaging misuse; and demonstrate communications compliance.

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, explainers, 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.

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.

The participating repair facility generally controls the underlying repair or fleet-service relationship, determines which recipient receives a Repair Explainer, and controls the estimate, repair, status, timeline, and recipient information. Truck Hero processes that information on the customer’s behalf, and Hero Group LLC may process it as an affiliate service provider when operating Repair Explainer.

Participating customers 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 customer’s instructions and certification that required authorization has been obtained. Recipients should contact the participating repair facility for corrections to repair records, estimates, timelines, status, pricing, completion, or pickup information.

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.

For estimate-related AI processing within the Services, Truck Hero's processing design is that personal information appearing on estimates is excluded from AI model inputs. For this purpose, excluded estimate-related personal information includes: 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, and claim number when tied to a specific person.

The commitment in the preceding paragraph applies to Truck Hero's use of AI model inputs in connection with estimate-related processing. Personal information may still be processed by our Services, affiliates, subprocessors, and underlying systems for non-AI functions necessary to provide the Services, including storage, transmission, authentication, workflow execution, logging, support, billing, fraud prevention, and security operations. Separately, features that use AI outside of estimate-related processing, such as conversational assistance, communications drafting, and voice features, may process information that a customer or user chooses to provide to those features; that information is handled under this Privacy Policy, and customers and users are responsible for what they submit to those features.

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, 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, communications and telephony vendors, and, where applicable, permitted AI or model providers. Third-party systems or tools at the direction of our customers, including supported 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, 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.

Hero Group LLC may receive and process information specifically in connection with operating Repair Explainer, hosting customer-facing repair content, secure links, repair timelines and status tracking, SMS and email communications, delivery and access analytics, authorization and preference records, and related support and security activities.

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.

Truck Hero 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.

Repair Explainer links may contain vehicle, estimate, claim, customer, and repair information. Anyone possessing a valid link may be able to view the available information. Customers are responsible for recipient selection and accurate contact information. Links may expire or be revoked, and Truck Hero or its Affiliates may record access time, device information, and engagement events.

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 Truck Hero, 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, timeline and milestone history, SMS and email records, delivery and failure events, secure-link access logs, authorization records, opt-out and suppression records, and complaint or compliance records may be retained as reasonably necessary to provide the Services, demonstrate compliance, prevent future unwanted communications, maintain security, resolve disputes, or defend claims. Authorization and suppression records may be retained longer than related operational content where reasonably necessary for those purposes.

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.

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.

Recipients of Repair Explainer text messages may reply STOP to applicable programs or use another reasonable revocation method supported by the program. Vehicle owners, fleet contacts, claimants, drivers, or other recipients may contact the participating repair facility to update communication preferences or correct repair-related information, and may contact Truck Hero regarding messaging or privacy requests. We may direct repair-record and repair-status requests to the participating customer.

15. Mobile Information and Text Messaging

If you provide a mobile telephone number and opt in to receive text messages, we use that number and your consent record only to operate the applicable messaging program. No mobile information will be shared with third parties or affiliates for their own marketing or promotional purposes. Sharing with subcontractors who support the program — for example our messaging platform provider — is permitted solely to deliver the messages. Text-messaging opt-in data and consent are excluded from all other use cases and are not shared with any third party.

We keep a record of the consent we captured — the mobile number, the date and time, the exact disclosure wording that was shown to you, and where it was shown — and a record of any opt-out. You may opt out at any time by replying STOP, END, QUIT, CANCEL, or UNSUBSCRIBE to any message. An opt-out applies across all Hero Group messaging programs. Reply HELP for help, or contact [email protected].

16. 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.

17. 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, voice and call recordings, Repair Explainer content, repair timelines and status data, SMS and email delivery records, authorization and suppression records, secure-link activity, workflow and case content, credentials and connection data, Hero Connect device-side 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.

18. 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.

19. 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.

20. 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.

21. Contact Us

If you have questions about this Privacy Policy or would like to submit a privacy request, contact us at [email protected]. For appeals, reply to our privacy-rights response or email us with "Appeal" in the subject line.

Data Processing AddendumLast updated July 16, 2026

This Data Processing Addendum ("DPA") is entered into between Truck Hero LLC ("Truck Hero") and the customer that accepts the Truck Hero Terms and Conditions ("Customer"). This DPA forms part of, and is incorporated into, the Terms and Conditions between Truck Hero and Customer (the "Terms").

Acceptance. Customer accepts this DPA at Account Setup through a separate, affirmative acknowledgement that is not pre-checked. If the individual completing Account Setup accepts the Terms on behalf of Customer, that acceptance also binds Customer to this DPA.

1. Scope and Order of Precedence

This DPA applies to Personal Data processed by Truck Hero on behalf of Customer in connection with the Services, including the Truck Hero web application, Hero Connect, Repair Explainer customer-facing services, secure links, SMS and email delivery, repair timelines and milestone tracking, workflow execution, support, administration, security, analytics, and related service operations.

This DPA supplements the Terms. If there is a conflict between this DPA and the Terms solely with respect to the processing of Personal Data, this DPA controls to the extent of that conflict. Otherwise, the Terms remain in full force.

This DPA is intended to satisfy applicable contractual requirements governing processor, service provider, and contractor relationships under U.S. privacy laws, including, where applicable, the Texas Data Privacy and Security Act and the California Consumer Privacy Act, as amended by the California Privacy Rights Act.

2. Definitions

"Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with a party.

"Applicable Privacy Law" means any U.S. federal, state, or local law applicable to the processing of Personal Data under the Terms, including to the extent applicable the Texas Data Privacy and Security Act, the California Consumer Privacy Act, and the California Privacy Rights Act.

"Controller" / "Business" means the person or entity that, alone or jointly with others, determines the purposes and means of processing Personal Data, or the analogous term under Applicable Privacy Law.

"Processor" / "Service Provider" / "Contractor" means the person or entity that processes Personal Data on behalf of a Controller or Business, or the analogous term under Applicable Privacy Law.

"Personal Data" means personal information, personal data, or other equivalent term under Applicable Privacy Law that Truck Hero processes on behalf of Customer under the Terms. Personal Data does not include deidentified, anonymized, or aggregated information to the extent such information no longer constitutes personal data under Applicable Privacy Law.

"Process" / "Processing" means any operation performed on Personal Data, whether or not by automated means, including access, collection, storage, use, organization, transmission, disclosure, analysis, combination, deletion, and destruction.

"Security Incident" means a confirmed unauthorized acquisition of, or unauthorized access, use, disclosure, alteration, or destruction of, Personal Data in Truck Hero's possession or control. Security Incident does not include unsuccessful attempts or activities that do not compromise the security of Personal Data, such as pings, scans, denied login attempts, or other unsuccessful attacks.

3. Roles of the Parties

Customer is the Controller or Business for Personal Data processed under the Terms, except to the extent Customer and a third party agree otherwise outside of Truck Hero's control.

Truck Hero acts as Customer's Processor, Service Provider, and/or Contractor, as applicable, when processing Personal Data on behalf of Customer under the Terms and this DPA.

Customer acknowledges and agrees that certain components of the Services, including Hero Connect and related operational or support functions, may be provided, operated, hosted, or supported by Truck Hero directly and/or through one or more Affiliates, including Hero Group LLC. Hero Group LLC is an authorized Affiliate subprocessor under this DPA.

Hero Group LLC may provide customer-facing components under the Repair Explainer assumed name. Repair Explainer is not a separate legal entity and does not alter the parties’ respective roles under this DPA. Truck Hero remains Customer’s Processor, Service Provider, and/or Contractor, and Hero Group LLC remains an authorized Affiliate subprocessor.

4. Customer Instructions and Scope of Processing

Truck Hero shall process Personal Data as set forth in the Terms, this DPA, Customer's account configuration, Customer's administrative settings, Customer's support requests, Customer's use of Hero Connect, and Customer's other documented instructions that are consistent with the Terms and the nature of the Services.

Customer instructs Truck Hero to process Personal Data as reasonably necessary to provide, secure, support, maintain, improve, and administer the Services; to perform workflow execution requested or enabled by Customer; to host, transmit, and store Personal Data; to authenticate users; to generate outputs and perform workflow actions directed or authorized by Customer; to detect and prevent fraud, abuse, misuse, and security incidents; to perform internal quality assurance and troubleshooting; and to comply with applicable law.

Customer is solely responsible for the lawfulness, accuracy, quality, and appropriateness of the Personal Data it submits to the Services, provides through connected systems, makes available through Hero Connect, or otherwise instructs Truck Hero to process.

Customer further instructs Truck Hero and its authorized subprocessors to generate and display Repair Explainers; create secure links; associate content with the applicable recipient and repair; send links and related communications by SMS or email; maintain repair timelines and milestones; process repair-status, appointment, approval, delay, completion, and pickup updates; process delivery and failure events; record secure-link access; process STOP, HELP, and other preference requests; maintain suppression records; and maintain authorization evidence where provided by Customer.

5. Customer Obligations

Customer represents and warrants that it has provided all notices, obtained all rights, consents, authorizations, and permissions, and established all lawful bases necessary for Truck Hero to process Personal Data as contemplated by the Terms, this DPA, Customer's configuration of the Services, and Customer's use of Hero Connect.

Customer is solely responsible for responding to requests from individuals exercising rights under Applicable Privacy Law, except to the extent Truck Hero is required to assist Customer as described in this DPA.

Customer will not instruct Truck Hero to process Personal Data in violation of Applicable Privacy Law.

Customer is responsible for providing any required employee, contractor, or workplace notices in connection with Hero Connect, device-side activity, screenshots, transcripts, local file access, browser or application interaction, or related monitoring or workflow activity authorized by Customer.

Customer represents and warrants that it has implemented and will maintain a documented workflow reasonably designed to provide legally required notices and obtain, record, and retain all authorizations, consents, permissions, and lawful bases required before Personal Data, including a mobile number or email address, is used to deliver a Repair Explainer or related repair communication. Customer will associate authorization with the correct recipient and contact information, maintain evidence of the date, method, and scope of authorization, provide accurate recipient and repair-status information, keep communication preferences current, promptly report withdrawals received outside the Services, honor suppression records, and not use repair communications for unauthorized marketing.

6. Truck Hero Personnel Confidentiality and Access Controls

Truck Hero shall ensure that personnel authorized to process Personal Data are subject to appropriate confidentiality obligations and receive access to Personal Data only to the extent reasonably necessary for their roles.

Truck Hero shall maintain administrative, technical, and physical safeguards designed to protect Personal Data against unauthorized or unlawful access, destruction, loss, alteration, disclosure, or misuse, taking into account the nature of the Personal Data and the Services. A summary of Truck Hero's baseline safeguards is set forth in Schedule 2.

7. Security Incident Response

If Truck Hero becomes aware of a Security Incident, Truck Hero shall notify Customer without undue delay and shall provide information reasonably available to Truck Hero regarding the nature of the Security Incident, the affected categories of Personal Data, the measures taken or proposed to address the Security Incident, and steps Customer may consider taking to mitigate potential adverse effects.

Truck Hero shall take reasonable steps to contain, investigate, remediate, and document the Security Incident and shall reasonably cooperate with Customer in connection with Customer's compliance obligations arising from the Security Incident.

Truck Hero's notification of a Security Incident is not an admission of fault or liability.

8. Assistance with Consumer and Data Subject Requests

Taking into account the nature of the processing and the information available to Truck Hero, Truck Hero shall provide commercially reasonable assistance to Customer in responding to verifiable consumer or data subject requests relating to access, deletion, correction, portability, appeal, opt-out, or other rights under Applicable Privacy Law, to the extent Customer cannot reasonably fulfill the request without Truck Hero's assistance.

If Truck Hero receives a request directly from an individual relating to Personal Data processed on behalf of Customer, Truck Hero may direct the individual to Customer and is not required to respond to the request except as required by law or as instructed by Customer. If Truck Hero is legally required to respond directly, Truck Hero shall, to the extent legally permitted, notify Customer.

Assistance may include communication-preference requests, SMS opt-outs, suppression requests, correction of recipient contact information, and Repair Explainer access or deletion requests. Customer remains responsible for the accuracy of the underlying estimate, repair, timeline, milestone, and status records.

9. Assistance with Assessments and Compliance

Taking into account the nature of the processing and the information available to Truck Hero, Truck Hero shall provide commercially reasonable assistance to Customer in meeting Customer's obligations under Applicable Privacy Law with respect to security measures, Security Incident response, required privacy assessments, and prior consultations with regulators, where applicable and to the extent Customer cannot reasonably fulfill such obligations without Truck Hero's assistance.

Truck Hero may satisfy its obligations under this Section by providing documentation, summaries, white papers, responses to reasonable questionnaires, or other materials describing relevant safeguards and practices.

10. Subprocessors and Affiliates

Customer grants Truck Hero a general authorization to engage Affiliates and third-party subprocessors to assist in providing the Services. Truck Hero shall remain responsible for the acts and omissions of its subprocessors to the extent required by Applicable Privacy Law and the Terms.

Truck Hero shall impose written data protection obligations on each subprocessor that are no less protective than the obligations applicable to Truck Hero under this DPA, as appropriate to the nature of the services provided by the subprocessor, including obligations relating to confidentiality, security, restricted processing, and deletion or return of Personal Data where appropriate.

Hero Group LLC is expressly authorized as an Affiliate subprocessor and internal service provider for purposes that may include operation or support of Hero Connect, customer support, platform operations, service administration, development support, security functions, compliance functions, operation or support of Repair Explainer, customer-facing hosting, secure links, repair timelines and tracking, SMS and email communications, delivery and access analytics, authorization, preference, and suppression processing, customer support, platform operations, service administration, development support, security functions, compliance functions, and related internal operational support.

Upon Customer's reasonable written request, Truck Hero shall make available current information regarding its material subprocessors that process Personal Data on behalf of Customer in connection with the Services. Truck Hero may satisfy this obligation by providing a list, notice, or other written disclosure identifying such subprocessors.

If Truck Hero engages a new material subprocessor that will materially change the categories of recipients or nature of processing described in this DPA, Truck Hero shall provide commercially reasonable notice to Customer, which may be provided by email, in-product notice, or updated documentation. If Customer reasonably objects on documented privacy or security grounds, the parties shall discuss the objection in good faith. If the parties cannot reasonably resolve the objection, Truck Hero may, at its option, provide the affected functionality without use of the objected-to subprocessor, recommend a reasonable alternative configuration, or permit Customer to discontinue the affected functionality or terminate the affected Services in accordance with the Terms.

11. Audits and Demonstration of Compliance

Upon Customer's reasonable written request, and no more than once in any rolling twelve-month period unless required by Applicable Privacy Law or following a confirmed Security Incident, Truck Hero shall make available information reasonably necessary to demonstrate Truck Hero's compliance with this DPA.

Where the information made available by Truck Hero is not reasonably sufficient for Customer to demonstrate compliance under Applicable Privacy Law, Customer may request a reasonable audit by Customer or an independent auditor bound by confidentiality obligations, during normal business hours, on reasonable advance written notice, and in a manner that does not unreasonably interfere with Truck Hero's operations, compromise security, or expose the Personal Data of other customers.

Customer shall bear its own costs for any audit and shall reimburse Truck Hero for Truck Hero's reasonable costs incurred in supporting any onsite audit or audit materially beyond standard diligence requests, unless the audit reveals a material breach of this DPA by Truck Hero.

12. Deletion, Return, and Retention

Upon termination or expiration of the Terms, Truck Hero shall, upon Customer's written request, delete Customer Personal Data from Truck Hero's active systems and backups within thirty (30) days, unless a longer retention period is required by applicable law or expressly permitted by the Terms, this DPA, or Customer's written instructions.

If Customer does not request deletion, Truck Hero may retain Customer Personal Data for up to one (1) year after termination for purposes reasonably related to service continuity, account reactivation, dispute resolution, recordkeeping, security, or compliance, after which Truck Hero may delete such data in accordance with its retention practices.

Notwithstanding the foregoing, Truck Hero may retain audit logs, fraud-prevention data, billing records, security records, legal-hold materials, and other records required for legal compliance, dispute resolution, or protection of the Services, provided such retained data remains subject to applicable confidentiality and security protections.

To the extent technically feasible and requested by Customer, Truck Hero shall provide commercially reasonable assistance with export of Customer Personal Data before deletion.

Authorization, consent, opt-out, suppression, complaint, security, and communications-compliance records may be retained where reasonably necessary to demonstrate compliance, prevent future unwanted messages, resolve complaints or disputes, defend claims, or maintain system integrity, subject to applicable confidentiality and security protections.

13. Service Provider / Contractor Terms for California

To the extent the California Consumer Privacy Act, as amended, applies to the processing of Personal Data under the Terms, the parties agree that Customer is a Business and Truck Hero is a Service Provider and/or Contractor with respect to Personal Data processed by Truck Hero on behalf of Customer.

Truck Hero shall not sell or share Personal Data received from or on behalf of Customer. Truck Hero shall not retain, use, or disclose Personal Data: (a) for any purpose other than the limited and specified purposes set forth in the Terms and this DPA, including the business purposes and operational purposes reasonably necessary to provide the Services; (b) outside of the direct business relationship between Customer and Truck Hero; or (c) except as otherwise permitted by the CCPA.

Truck Hero shall provide the same level of privacy protection required by the CCPA and shall notify Customer if Truck Hero determines it can no longer meet its obligations under the CCPA. Customer has the right, upon notice, to take reasonable and appropriate steps to help ensure that Truck Hero uses Personal Data in a manner consistent with Customer's obligations under the CCPA and to stop and remediate unauthorized use of Personal Data.

Truck Hero certifies that it understands the restrictions set forth in this Section and will comply with them.

Truck Hero shall not combine Personal Data received from or on behalf of Customer with personal information received from another source, except as permitted by the CCPA.

14. Texas and Other State Processor Terms

To the extent the Texas Data Privacy and Security Act or another Applicable Privacy Law imposes processor obligations on Truck Hero, Truck Hero shall process Personal Data in accordance with Customer's instructions, implement appropriate technical and organizational measures, ensure each person processing Personal Data is subject to a duty of confidentiality, assist Customer in meeting applicable obligations, delete or return Personal Data at Customer's direction as provided in this DPA, make available information reasonably necessary to demonstrate compliance, and ensure any subcontractor is bound by an appropriate written contract.

Customer acknowledges that some obligations imposed by Applicable Privacy Law depend on the nature of Customer's business, Customer's role with respect to the Personal Data, and Customer's own policies and notices, all of which remain Customer's responsibility.

15. Cross-Border Processing

The Services are primarily designed and offered as a U.S.-focused service. Customer acknowledges and agrees that Truck Hero, Hero Group LLC, and authorized subprocessors may process Personal Data in the United States.

Truck Hero will not intentionally move Customer Personal Data to a jurisdiction outside the United States solely for routine service delivery unless doing so is reasonably necessary for support, security, infrastructure, continuity, subprocessor operations, legal compliance, or another legitimate purpose consistent with this DPA and Applicable Privacy Law.

If Truck Hero or an authorized subprocessor processes Customer Personal Data outside the United States, Truck Hero shall ensure that such processing remains subject to appropriate contractual, technical, and organizational protections reasonably designed to protect Personal Data in a manner consistent with this DPA and Applicable Privacy Law.

If the parties determine that an additional transfer mechanism is legally required for a specific processing activity, the parties shall cooperate in good faith to implement a reasonable supplemental transfer mechanism appropriate to the circumstances.

16. AI and Processing Boundaries

Customer acknowledges that Personal Data may be processed by the Services for storage, transmission, authentication, workflow execution, logging, security, troubleshooting, billing, customer support, analytics, administration, and other non-AI operational purposes consistent with the Terms, this DPA, and Customer's instructions.

For estimate-related AI processing within the Services, Truck Hero's processing design is that personal information appearing on estimates is excluded from AI model inputs. This excluded estimate-level personal information includes 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, and claim number when tied to a specific person. Features that use AI outside of estimate-related processing, such as conversational assistance, communications drafting, and voice features, may process Personal Data that Customer or its users choose to submit to those features, in accordance with Customer's instructions and this DPA.

Nothing in this Section limits Truck Hero's ability to process Personal Data for non-AI operational purposes otherwise permitted by the Terms, this DPA, or Customer's instructions, including storage, workflow execution, credential use, logging, security, troubleshooting, support, billing, and compliance functions.

Customer remains responsible for determining whether its use of AI-enabled features is appropriate for its business, regulatory obligations, customer communications, insurer interactions, and internal workflows. Customer also remains responsible for reviewing outputs except to the extent Customer affirmatively enables automation, in which case Customer accepts responsibility for outputs and actions taken on its behalf as set forth in the Terms.

Truck Hero may change models, model providers, prompts, routing logic, or related AI-enabled processing components from time to time in order to provide, maintain, improve, secure, or support the Services, provided that such changes remain subject to this DPA and Applicable Privacy Law.

17. Liability, Term, and Miscellaneous

The limitations of liability, exclusions, disclaimers, dispute-resolution terms, and other relevant provisions of the Terms apply to this DPA unless Applicable Privacy Law requires otherwise.

This DPA remains in effect for so long as Truck Hero processes Personal Data on behalf of Customer under the Terms.

Any notices under this DPA may be provided to [email protected], with a copy to the notice address identified in the Terms, unless Truck Hero updates its notice information in accordance with the Terms.

Truck Hero may update this DPA from time to time to reflect changes in the Services, Affiliates, subprocessors, applicable law, or processing practices. Any update that materially reduces Customer's privacy protections or materially expands the permitted scope of processing shall not take effect for Customer until the updated DPA is presented through an updated acceptance flow, written amendment, or another legally sufficient notice-and-consent mechanism if required by Applicable Privacy Law. Non-material updates may take effect as provided in the Terms or by posting updated documentation.

Except as expressly modified by this DPA, the Terms remain in full force and effect.

Schedule 1 — Details of Processing

Schedule 2 — Baseline Security Measures

Access controls, role-based permissions, and account-management processes designed to limit access to Personal Data to authorized personnel with a legitimate business need;

Authentication measures reasonably designed to protect user and administrative accounts, including password and session controls and multi-factor authentication for appropriate administrative access;

Confidentiality obligations for personnel authorized to access Personal Data;

Encryption of Personal Data in transit over public networks and encryption of Personal Data at rest in production systems;

Logging, monitoring, alerting, and troubleshooting practices reasonably designed to support system integrity, incident detection, investigation, and service reliability;

Change-management, backup, restoration, and resiliency practices reasonably designed to support continuity of the Services and recovery from operational disruption;

Vulnerability-management, patching, and security-maintenance practices reasonably designed to identify, assess, and address material security risks in systems used to provide the Services;

Vendor and subprocessor management practices reasonably designed to impose appropriate privacy and security obligations in light of the services provided;

Incident-response processes reasonably designed to identify, contain, investigate, remediate, document, and communicate Security Incidents;

Measures reasonably tailored to Hero Connect and related device-side activity, including controls around session artifacts, screenshots, transcripts, operational logs, and authorized workflow execution; and

Application of these safeguards, as appropriate, to Repair Explainer-hosted pages, secure links, SMS and email records, authorization and suppression records, repair timelines, milestones, and status data.

Execution and Incorporation

This DPA does not require a wet signature unless Truck Hero and Customer separately agree otherwise. Where Customer accepts the Terms through Truck Hero’s account setup flow, this DPA becomes binding on Customer as described above and remains incorporated into the Terms.