Flat Assist USA, LLC

Privacy Policy

Effective date: September 3, 2026
Last updated: September 15, 2026

This Privacy Policy describes how Flat Assist USA, LLC ("Flat Assist," "we," "us," or "our") collects, uses, discloses, and protects personal information in connection with our website, web checkout, mobile applications, roadside assistance services, customer support, and related communications.

This Policy applies to prospective members, members, persons who request roadside service, website and app users, and other individuals who communicate with Flat Assist.

1. Information We Collect

Depending on how you interact with us, we collect the following categories of information:

CategoryExamplesContact and accountName, email address, telephone number, account credentials, language preference, account statusMembership and billingSelected plan, billing cycle, transaction history, payment status, renewal and cancellation status, payment tokens and customer identifiers from our payment processorVehicleMake, model, year, color, license plate number and stateLocationPrecise GPS location provided or generated when a roadside service is requested, dispatched, tracked, or completedServiceRequested service type, vehicle involved, request time, technician assignment and status, service outcome, service history, operational notesDevice and technicalIP address, device identifiers, app and browser information, operating system, logsCommunicationsEmails, SMS text messages, customer service messages, support requests

We do not collect vehicle identification numbers (VIN). We do not store full payment-card numbers on our own servers.

2. How We Collect Information

Directly from you when you enroll, create an account, register a vehicle, update your profile, contact support, or request service.

Automatically through the website or mobile app, including device, log, cookie, analytics, and location information where enabled.

From our payment processor and other service providers that support billing, communications, hosting, analytics, mapping, dispatch, or app functionality.

From technicians and operational systems in connection with a roadside service request or its completion.

3. How We Use Personal Information

Create and administer memberships and registered vehicles.

Process payments, renewals, cancellations, and other authorized transactions.

Verify eligibility for roadside service and apply waiting periods and service-use limits.

Locate the vehicle, dispatch a technician, provide service status updates, and complete roadside service.

Provide customer support and respond to complaints, safety issues, or vehicle-damage concerns.

Send transactional email and SMS messages, including enrollment, payment, renewal, cancellation, and service status communications.

Operate, secure, troubleshoot, and improve the website, checkout, mobile applications, backend, and dispatch systems.

Measure marketing performance and, where legally permitted, deliver or evaluate advertising.

Detect fraud, misuse, unauthorized access, payment problems, and other security or operational risks.

Comply with legal, regulatory, accounting, tax, recordkeeping, and dispute-resolution obligations.

4. Precise Location and Roadside Dispatch

The Flat Assist mobile application and the service-request process collect precise location information when a Member requests roadside assistance. This information is used to locate the eligible vehicle, determine whether the request is within the active service area, dispatch a technician, support service status and tracking, and assist with service completion or safety issues.

Location information may be shared with Flat Assist dispatch personnel, the assigned technician, and mapping or location technology vendors to the extent reasonably necessary to provide the requested roadside service.

Location permission is requested through your device. You may decline or revoke it in your device settings, though doing so may prevent us from locating your vehicle and completing a service request.

5. Payment Information

Helcim is our payment processor. Payment-card information is entered directly into Helcim-supported payment flows. Flat Assist does not store full card numbers on its own servers. We receive payment tokens, customer codes, transaction identifiers, payment status, and related billing information needed to administer the membership.

6. How We Disclose Information

We disclose personal information to the following categories of recipients when reasonably necessary:

Roadside technicians. To fulfill a service request, including relevant vehicle, contact, location, and service information.

Payment processors. To process membership charges, renewals, refunds or reversals, and other authorized transactions.

Technology and operational vendors. For hosting, app services, CRM, dispatch and workforce tools, email and SMS delivery, analytics, mapping, security, and related services.

Professional advisers. Where reasonably necessary for legal, accounting, tax, compliance, or dispute-resolutions matters.

Governmental or legal recipients. When required by law, legal process, or regulation, or to protect rights, safety, and security.

Business transaction recipients. If Flat Assist is involved in a merger, financing, acquisition, reorganization, or sale of all or part of the business, subject to applicable law.

Service providers we currently use

Our current vendors include Helcim (payment processing), Render (hosting and database), Postmark (transactional email), Twilio (voice and SMS), GoHighLevel (customer relationship management), Connecteam (workforce operations), Google and Apple services (mobile application platforms and analytics), and Hostinger (domain and email hosting). This list may change as our operations evolve.

7. Advertising, Analytics, and Cookies The website and mobile application use cookies, pixels, analytics tools, and similar technologies, which may include Meta Pixel and Google or Firebase analytics. Flat Assist does not sell personal information for money. Certain information may be disclosed to advertising or analytics platforms for measurement, audience, or advertising purposes, subject to applicable consent and opt-out requirements. Under some privacy laws, this type of disclosure may be considered "sharing" or "targeted advertising." The disclosures described in this Section do not include mobile phone numbers or SMS consent information. Those categories are excluded from all advertising and analytics sharing, as stated in Section 8. You may control cookies through your browser settings and may limit ad tracking through your device settings.

8. Email and SMS Communications We send transactional email and SMS messages relating to enrollment, billing, membership status, cancellation, and roadside service. You provide consent to receive these messages during checkout. Message and data rates may apply. Message frequency varies. You may opt out of text messages at any time by replying STOP, and may reply HELP for assistance. Opting out of text messages does not cancel your membership and does not stop transactional email. Promotional email or SMS messages are sent only in accordance with applicable consent and opt-out requirements. Flat Assist does not share, sell, or otherwise disclose mobile phone numbers or SMS consent information to third parties or affiliates for their own marketing or promotional purposes. Mobile phone numbers and SMS opt-in data are used solely by Flat Assist and by the messaging service providers that deliver the communications described in this Section. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Twilio and GoHighLevel support our SMS and voice functions. Postmark delivers our transactional email.

9. Customer Service Communications

Customer service messages and chats are retained for support, quality, safety, operational, and recordkeeping purposes.

Flat Assist does not currently record customer service telephone calls. If we begin recording calls, we will provide the disclosure and obtain the consent required by applicable law before doing so, and we will update this Policy.

10. Cross-Border Access

Flat Assist uses a bilingual customer service and dispatch resource located outside the United States. That person has limited, role-based access to membership, service request, and communication information solely to perform assigned support functions, under contractual confidentiality obligations.

11. Artificial Intelligence and Automated Tools

Flat Assist may use AI-assisted tools for customer support, marketing, knowledge retrieval, and internal operational assistance. No automated system makes final decisions about customer eligibility or membership benefits without human oversight.

12. Data Retention

We retain personal information only for as long as reasonably necessary for membership administration, roadside service records, billing, fraud prevention, customer support, legal and regulatory obligations, disputes, and legitimate business purposes.

Precise GPS location samples associated with an individual service request are retained for a limited operational period and then deleted automatically. The location of the service request itself, and the service record, are retained as part of the service history.

13. Account Deletion and Privacy Requests

You may request deletion of your account by contacting us at [email protected] or through the account deletion option in the mobile application.

Deletion requests may be subject to retention of information we are required or permitted to keep for legal, billing, fraud prevention, dispute, or other lawful purposes.

You may also request access to, or correction of, the personal information we hold about you. We will verify your identity before acting on any request and will respond within the time required by applicable law.

14. Data Security

We use reasonable administrative, technical, and organizational safeguards appropriate to the nature of the information and the systems involved. Access to operational systems is role-based, and payment-card processing remains with our payment processor rather than on Flat Assist servers.

No method of storage or transmission is completely secure, and we cannot guarantee absolute security.

15. Children

Membership enrollment is limited to persons age 18 or older. We do not knowingly collect personal information from children under 13.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make material changes, we will update the effective date at the top of this page and, where required by law, provide additional notice.

17. Contact Us

Flat Assist USA, LLC
18503 Pines Blvd, Ste 310
Pembroke Pines, FL 33029
Email: [email protected]
Phone: 1-855-352-8911

This Privacy Policy may be updated from time to time. The effective date at the top of this page indicates when the current version took effect.