01Purpose and Scope
Silverback Towing & Recovery, LLC (“Silverback,” “we,” “us” or “our”) respects the privacy of customers, vehicle owners, registered owners, authorized representatives, property owners, business partners and website visitors. This policy explains how we collect, receive, keep, use, disclose, protect and dispose of personal information in connection with:
- Customer-requested towing.
- Roadside assistance.
- Accident recovery.
- Vehicle transportation.
- Private-property towing.
- Vehicle impoundment, storage, release and retrieval.
- Customer service and billing.
- Website visits and electronic communications.
- Commercial services and business relationships.
Nothing in this policy limits our ability to collect, keep, disclose or use information when the law requires or authorizes it.
02Information We Collect
What we collect depends on the service and the circumstances.
Identification
- Full name, mailing, home or business address, phone number and email.
- Government-issued ID or driver’s license details, when reasonably necessary.
- Signature or electronic authorization.
- Details identifying an authorized representative.
Vehicle
- Make, model, year, color and identifying features.
- VIN, license plate and issuing state, and registration details.
- Ownership and lienholder information.
- Condition, damage, photographs and inspection records.
- Location and transportation history.
Service and location
- Pickup and delivery addresses, GPS coordinates and dispatch locations.
- Date and time of service, and towing and recovery details.
- Service requests, instructions and related communications.
- Storage and release information.
- Property access and parking authorization details.
We collect location information only as needed to dispatch an operator, find a vehicle, document a tow, perform a recovery or meet a legal requirement.
Payment and billing
- Billing name and address.
- Amount, date, time and method of payment.
- Transaction confirmations, invoices and receipts.
- Partial card details or transaction IDs provided by payment providers.
Payments made by card transfer, Zelle or Cash App are processed by those providers under their own terms. We do not keep full card numbers or security codes in our ordinary records.
Photos, video and security records
- Vehicle condition and existing-damage photos.
- Loading, unloading, accident and recovery documentation.
- Storage intake photos.
- Security camera footage of our facility, property and equipment.
We use these records to establish vehicle condition, document our work, investigate complaints, protect property, resolve disputes and meet legal obligations.
03How We Collect Information
- Phone calls and service requests.
- Text messages and email.
- The call back form on our website.
- Written service authorizations.
- Registration and identification documents.
- Photographs and video.
- Payments and billing.
- Property-owner or property-manager authorizations.
- Insurers, motor clubs and authorized service providers.
- Law-enforcement and government agencies.
- Public vehicle and ownership records.
- Other lawful business and government records.
We may also receive information from authorized third parties who arrange, pay for, request or document a tow or recovery.
04How We Use Information
- Responding to towing and roadside requests and dispatching operators.
- Finding vehicles and service locations.
- Verifying identity, authorization and, when appropriate, ownership.
- Documenting and photographing vehicle condition.
- Providing transportation and recovery.
- Keeping impound and storage records.
- Processing payments and issuing receipts.
- Communicating with customers.
- Investigating damage claims and disputes.
- Keeping accounting and tax records and handling insurance matters.
- Enforcing valid contractual rights and establishing, exercising or defending legal claims.
- Complying with subpoenas, court orders and lawful government requests.
- Protecting employees, customers, vehicles, equipment and property.
- Preventing fraud, theft and unauthorized activity.
- Improving our operations and customer service.
We will not knowingly use information for a purpose materially unrelated to why it was collected without a legal basis.
06Private-Property Towing and Impound Records
For private-property tows and impounds, we keep records documenting the legal and operational basis for the tow, including property-owner agreements, written authorizations, vehicle and plate information, photographs, the date, time, location and reason for removal, charges, intake documentation, owner and lienholder information, notices and release records.
We provide these records to the owner, authorized representative, property owner, law enforcement, a court, the N.C. Division of Motor Vehicles or another legally entitled recipient when the law permits or requires it. We do not release private customer information just because a third party asks.
07Motor Vehicle Records
We may obtain information from motor vehicle records, public records, property records, government agencies, insurers, property managers, customers and other lawful sources. Personal information from state motor vehicle records is obtained and used only for purposes permitted by the federal Driver’s Privacy Protection Act, 18 U.S.C. §§ 2721–2725, such as notifying owners and lienholders of a towed or impounded vehicle (18 U.S.C. § 2721(b)(7)), and is not resold or redisclosed except as that law allows.
We do not claim unrestricted access to confidential DMV records or other protected government databases.
08Vehicle Photos and Video Surveillance
We photograph vehicles and may use video surveillance where towing, storage, recovery or other business activity takes place. Cameras may record continuously or at set times and may capture vehicles, employees, customers and visitors in monitored areas.
We use these recordings to document condition and damage, identify vehicles, protect stored property, prevent theft and vandalism, investigate incidents, resolve complaints, support insurance claims, keep business records and provide evidence when legally appropriate. Access to footage is restricted, and we disclose recordings only for legitimate business, safety, investigative, insurance or legal purposes.
09Personal Property Inside Vehicles
Personal property may be seen or recorded during a tow, recovery, intake or storage. We document visible property when reasonably needed for condition records, inventory, safety, security or legal compliance.
Access to belongings in an impounded vehicle may require identity verification and an escort by Silverback personnel, as described in our Terms of Service. We do not disclose information about personal belongings to unauthorized persons unless the law requires or permits it. Nothing in this policy authorizes an unlawful search, seizure, disclosure, withholding or disposal of property.
10Our Website, Cookies and Online Services
Our website is hosted by Vercel, which automatically logs technical data such as IP address, browser and device type, operating system, pages requested, referring site, and date and time, to deliver the site and keep it secure.
We do not use analytics, advertising pixels or cross-site tracking cookies. Our fonts are served from our own site. The site uses your browser’s session storage only to remember, for the current visit, that you have already seen the opening animation and the emergency call popup. That data is cleared when you close the browser and is not sent to us.
Some pages embed Google Maps. When a map loads, Google may receive your IP address and set its own cookies under the Google Privacy Policy. Links to Facebook, Instagram, Google, Apple Maps and the BBB take you to sites governed by their own policies.
When you submit the call back form, your name, phone number, optional email, requested service and the page you sent it from are emailed to us through our email provider, Resend, and used only to call you back about your request.
You can block or delete cookies in your browser settings. Blocking Google’s cookies may stop the embedded maps from working. If we add analytics or other tracking, we will update this section first.
11Calls, Text Messages and Email
We may contact you by phone, text or email about service requests, dispatch and arrival, transport, payment, storage, vehicle retrieval, customer service and business updates. Message and data rates may apply depending on your carrier.
Text messages: reply STOP to opt out or HELP for help. Message frequency varies with your service. Mobile numbers and text-messaging opt-in consent are not shared with third parties or affiliates for their marketing purposes.
Any marketing calls or texts will be sent only with the consent required by the Telephone Consumer Protection Act, 47 U.S.C. § 227, and any marketing email will comply with the CAN-SPAM Act, 15 U.S.C. § 7701 et seq., including a working way to unsubscribe. Opting out of marketing does not stop necessary service, billing, safety or legally required messages.
12How We Protect Information
We use reasonable administrative, technical and physical safeguards against unauthorized access, use, alteration, disclosure, loss and destruction, which may include:
- Restricted access to business records.
- Password-protected accounts.
- Secure payment processing.
- Controlled access to paper records and storage areas.
- Limiting access to vehicle and customer information to those who need it.
- Confidentiality practices for anyone who handles records.
- Secure disposal of sensitive information.
- Reasonable monitoring of business systems.
No system or transmission method is completely secure, and we cannot guarantee absolute security, but we take reasonable steps suited to the information we hold.
13Retention and Destruction
We keep personal information as long as reasonably necessary to provide services, keep business, accounting and tax records, meet insurance requirements, handle storage and lien matters, comply with the law, enforce contracts, resolve disputes, support investigations and establish, exercise or defend legal claims. Different records are kept for different periods.
When information is no longer needed, we dispose of it securely, as required by N.C. Gen. Stat. § 75-64, by shredding, erasing or otherwise making it unreadable. We do not destroy records subject to a legal hold, pending dispute, investigation or other preservation obligation.
14Security Breach Notification
Silverback follows the North Carolina Identity Theft Protection Act, including:
- N.C. Gen. Stat. § 75-61: definitions of personal information and security breach.
- N.C. Gen. Stat. § 75-64: destruction of personal information records.
- N.C. Gen. Stat. § 75-65: protection from security breaches.
If we discover a breach involving personal information covered by § 75-65, we will investigate and notify affected individuals without unreasonable delay, subject to the law’s exceptions, including delay at the request of law enforcement. The notice will include the information North Carolina law requires.
We will also notify the North Carolina Attorney General’s Consumer Protection Division and, where more than 1,000 people are notified at one time, the nationwide consumer reporting agencies, as § 75-65 requires.
15Your Requests
Depending on the records involved and the law, you may ask us to:
- Tell you what personal information we hold about you.
- Correct inaccurate contact or account details.
- Explain how your information is used.
- Tell you about certain disclosures.
- Securely destroy information when the law permits.
- Stop nonessential marketing messages.
Include enough information for us to reasonably verify your identity and authority. We may decline or limit a request when the information must be kept or disclosed by law, when the requester lacks authority, or when responding would violate someone else’s rights. A deletion request does not require us to destroy records the law requires us to keep, such as records for taxes, insurance claims, towing authorization, ownership disputes, storage charges, possessory liens, unclaimed-vehicle procedures, court proceedings, law-enforcement requests or regulatory inspections.
This section does not create privacy rights beyond those provided by law.
16Information About Other People
If you give us information about someone else, such as a vehicle owner, registered owner, driver, employee, agent, property owner or insurance representative, you confirm that you have a legitimate basis to provide it. We may use it as described in this policy. Do not give us another person’s sensitive information unless it is reasonably necessary and you are legally authorized to share it.
17Children’s Privacy
Our website and services are intended for adults and businesses. We do not knowingly collect personal information online from children under 13. If we learn that we have collected such information in circumstances that require parental consent under the Children’s Online Privacy Protection Act, 15 U.S.C. § 6501 et seq., we will delete it.
18Third-Party Websites and Services
Our website and messages may link to third-party sites, payment providers, social media, insurers and other services. We do not control their privacy practices, security or content, and this policy does not govern them. Please review their privacy policies before giving them information.
19Legal and Government Requests
We may disclose information without further consent when the law requires or authorizes it, including in response to subpoenas, court orders, search warrants and law-enforcement investigations, for DMV reporting and statutory lien procedures, for insurance investigations, legal proceedings and regulatory compliance, and to protect our lawful rights and property.
We will not knowingly provide information in violation of the law, and where permitted we may seek clarification or verification of a request before releasing information.
20Changes to This Policy
We may update this policy as our operations, technology or the law change. The current version is always posted at www.silverbacktowing.net/privacy-policy with its effective date at the top. Changes apply going forward, as the law requires.
21Contact Us
Questions about this document, your invoice, a stored vehicle, vehicle release or your information can go to:
Also see our Terms of Service.