Privacy Policy

Rescue Grid Roadside & Recovery

Last Updated: 13 October 2026

1. Introduction

Rescue Grid Roadside & Recovery ("Rescue Grid", "we", "us" or "our") is committed to respecting and protecting the privacy of our customers, website visitors and individuals who contact us.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit our website, request a quotation, contact us, make a booking or use our services.

We aim to handle personal information fairly, lawfully and transparently in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable UK data protection legislation.

This policy applies to our website, telephone and WhatsApp communications, booking enquiries, roadside assistance arrangements and related business activities.

2. About Rescue Grid Roadside & Recovery

Rescue Grid Roadside & Recovery operates as a UK-based sole-trader business.

We arrange vehicle assistance and recovery services through a network of independent roadside assistance specialists, recovery drivers and service providers.

Our services include:

- Emergency roadside assistance

- Vehicle jump starts

- Mobile battery replacement

- Mobile tyre replacement

- Breakdown recovery and towing

- Vehicle transport

- Motorcycle recovery

- Van and commercial vehicle recovery

- Accident recovery

- Emergency fuel delivery and wrong-fuel assistance

- Vehicle lockout assistance

- Other related roadside and vehicle assistance services

The individual operating Rescue Grid is responsible for personal information collected and processed by the business as the data controller.

Business Contact Details

Trading Name: Rescue Grid Roadside & Recovery

Website: https://www.rescuegrid.co.uk

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Customers may contact us by telephone or WhatsApp regarding privacy enquiries, personal information requests, complaints or any other data protection matters.

3. Personal Information We Collect

Depending on your enquiry or the service requested, we may collect the following information:

Personal and Contact Details

- Your name

- Telephone or mobile number

- WhatsApp contact details

- Email address, if voluntarily provided

- Collection, delivery or billing address

- Other information you choose to provide when contacting us

Vehicle Information

- Vehicle registration number

- Vehicle make and model

- Vehicle type and specifications

- Battery and tyre details

- Breakdown or mechanical fault information

- Vehicle condition, including whether it starts, rolls, steers or brakes

- Photographs or videos of vehicles provided by customers

Location Information

- Breakdown or collection location

- Postcode

- Destination address

- Live location voluntarily shared through WhatsApp or another service

- Relevant collection or delivery instructions

Booking and Payment Information

- Requested service

- Quoted price

- Estimated arrival time

- Booking date and time

- Deposit and payment amounts

- Payment status and transaction references

- Receipts, invoices and refund information

- Details relevant to completing the requested service

Communications and Customer Service Information

- Messages sent through WhatsApp

- Website enquiries

- Relevant telephone communication records

- Customer feedback

- Complaints and dispute information

- Other correspondence relating to our services

Website and Technical Information

Depending on the website features and technologies enabled, we may process:

- IP address

- Browser and device information

- Website pages visited

- Website interaction information

- Approximate geographic location

- Advertising referral information

- Cookie preferences and applicable identifiers

We do not require customers to provide unnecessary personal information.

4. How We Collect Information

We may collect personal information when you:

- Visit our website.

- Complete an enquiry or quotation form.

- Contact us through WhatsApp.

- Telephone or text us.

- Request roadside assistance or vehicle recovery.

- Confirm a booking.

- Make a deposit or payment.

- Send vehicle photographs or location details.

- Submit feedback or a complaint.

We may also receive information from third parties, such as an authorised family member, garage, business customer or recovery operator, where necessary to arrange or provide a service.

Website hosting, analytics and advertising service providers may also collect technical information through technologies operating on our website, subject to applicable law and privacy choices.

5. Why We Use Your Information

We use personal information for legitimate and lawful business purposes.

These include:

Providing Quotations

To understand your vehicle issue, determine service requirements, identify suitable operators, confirm availability and provide a price and estimated arrival time.

Arranging Roadside Assistance and Recovery

To coordinate bookings with independent roadside assistance and recovery operators and provide them with information needed to complete the agreed service.

Customer Communications

To communicate regarding quotations, bookings, payments, operator availability, arrival estimates, service updates and other relevant matters.

Payments and Administration

To collect deposits and payments, maintain transaction records, issue receipts and handle refunds or payment disputes.

Safety and Fraud Prevention

To check booking information, confirm relevant vehicle details, identify possible fraudulent requests and verify authority to access or recover a vehicle where appropriate.

Complaints and Disputes

To investigate complaints, respond to customer concerns, manage disputes and protect relevant legal rights.

Legal and Accounting Obligations

To maintain business records and meet applicable tax, accounting and legal requirements.

Website and Business Improvement

To assess website performance, improve customer experience and measure relevant business activity.

Marketing

To advertise our services and measure advertising performance using appropriate technologies and lawful practices.

6. Legal Basis for Processing Information

Under UK data protection law, we rely on one or more of the following lawful bases, depending on the purpose of processing.

Contractual Necessity

Where information is needed to respond to your request for a quotation, take steps before entering into a contract or provide an agreed service.

Legitimate Interests

Where processing is reasonably necessary for operating and protecting our business, provided these interests do not override your rights and freedoms.

This may include coordinating with independent operators, responding to third-party enquiries, preventing fraud, maintaining relevant operational records, improving our services and resolving disputes.

Legal Obligations

Where we must process or retain information to comply with applicable legal, financial or regulatory requirements.

Consent

Where consent is required, including for certain marketing activities, advertising tracking technologies or other specified purposes.

Where processing relies on consent, you can withdraw that consent at any time.

7. Sharing Information with Independent Recovery Operators

Rescue Grid Roadside & Recovery works with independent drivers, technicians and recovery specialists.

To check availability, obtain prices and arrange assistance, it may be necessary to share relevant job information with suitable operators.

When initially seeking quotations or availability, we aim to share only essential details, such as:

- General collection location or partial postcode

- Required service

- Vehicle make, model or type

- Relevant vehicle condition

- Destination area, where necessary

- Special equipment requirements

We aim to avoid sharing unnecessary personal customer information in general operator group conversations.

Once a suitable operator has been selected and the service is being arranged, we may provide further information privately where necessary, including:

- Customer name

- Contact telephone number

- Full collection location

- Delivery destination

- Relevant access instructions

- Additional vehicle or service requirements

Operators are expected to handle customer information appropriately, maintain its confidentiality and use it only for lawful purposes connected with their services and necessary records.

Independent operators may be separate data controllers in relation to information they process for their own business purposes.

We do not sell customer personal information to recovery drivers or other businesses.

8. Other Third Parties

We may use third-party companies and services to operate our business.

These may include:

Wix

Our website hosting and website enquiry form provider.

Used to communicate with customers, receive booking requests, share quotations and coordinate services.

Google Ads and Google Services

Used to advertise Rescue Grid, understand advertising enquiries and assess campaign performance.

Payment Providers and Banks

Used to process deposits, payments, refunds and related financial transactions.

Professional Advisers

Such as accountants or legal advisers where reasonably necessary.

Garages and Service Providers

Where involved in a customer's agreed recovery or transport arrangements.

Public Authorities and Legal Representatives

Where disclosure is required by law or necessary in connection with legitimate legal proceedings or claims.

We seek to share only the information reasonably necessary for the relevant purpose.

Third-party providers may operate under their own privacy policies and legal responsibilities.

9. Deposits and Payments

A deposit or advance payment may be required to confirm a booking or arrange the dispatch of a recovery or roadside assistance operator.

We may retain records of:

- Payment amounts

- Transaction dates

- Payment status

- Payment references

- Booking details

- Receipts and invoices

- Refunds and disputes

Payments may be processed through banks or external payment service providers.

We do not ordinarily collect or store customers' full payment card information ourselves.

Payment and financial records may be retained where necessary to comply with tax, accounting and legal obligations.

Our payment, cancellation and refund arrangements are explained separately in our Terms & Conditions.

10. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or where a longer period is required or justified by law.

Our intended retention periods are as follows:

Unsuccessful Enquiries and Quotations

Generally up to 12 months after the last relevant communication, unless a longer period is necessary for a legitimate reason.

General WhatsApp Enquiries

Generally up to 12 months where no booking is completed and there is no continuing reason to retain the information.

Completed Bookings

Routine operational and customer service records may be retained for up to 24 months after the service.

Information required for financial records, warranties, complaints or legal matters may be retained for longer where justified.

Financial and Accounting Records

Records relevant to our sole-trader tax obligations will generally be kept for at least five years after the 31 January Self Assessment submission deadline for the relevant tax year, or longer where required.

Complaints and Disputes

Relevant records may be retained for the period reasonably necessary to investigate the matter, protect legal rights and meet applicable legal obligations.

Website and Technical Records

Retention depends on the relevant technology, business purpose, provider settings and applicable legal requirements.

Marketing and Consent Records

Where necessary, we may retain limited records of privacy preferences, consent or objections to demonstrate compliance and respect customers' choices.

We periodically review stored information and take appropriate steps to delete or anonymise information that is no longer necessary.

Deletion may take place across the systems we use, including website enquiry records, WhatsApp communications and relevant business records.

Some information may remain in secure backups for a limited period in accordance with the applicable provider's backup arrangements.

11. Protecting Your Information

We take reasonable organisational and technical measures to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure.

Our approach includes:

- Limiting access to customer information where practical.

- Sharing information with independent operators only when reasonably necessary.

- Using appropriate security controls for business accounts and devices.

- Taking care when communicating sensitive booking details.

- Using established website, communications and payment providers.

- Reviewing and deleting information that is no longer required.

- Taking appropriate action if a personal data incident occurs.

We expect operators receiving customer information to handle it securely and responsibly.

If a personal data breach occurs, we will assess the circumstances and notify the relevant authority or affected individuals where required by law.

No electronic communication or storage system can be guaranteed to be completely secure.

12. Cookies, Google Ads and Website Analytics

Our website uses or may use cookies and similar technologies for website operation, security, functionality, analytics and advertising.

Cookies are small files or identifiers that may be stored on or accessed from your device.

Essential Technologies

Certain technologies are necessary for website security, basic functionality and services requested by users.

Website Analytics

Where enabled, analytics tools may help us understand visitor numbers, website performance and how visitors use our website.

Some limited statistical technologies may qualify for an exemption from consent requirements where the relevant legal conditions are met, including providing information and an easy way to object.

Other analytics technologies may require consent.

Google Ads and Advertising Measurement

We use Google Ads to advertise our services.

Where enabled, advertising measurement technologies may help us understand whether visitors interact with our advertisements or contact us after visiting our website.

We obtain consent for the use of advertising-related cookies or similar technologies where required by law.

Managing Cookies

Where applicable, visitors can manage non-essential technologies through website cookie settings and their browser settings.

Rejecting non-essential cookies should not prevent visitors from using ordinary website content and essential functionality.

Information about individual cookies, their purposes and relevant providers may be available through the website's cookie information or preferences controls.

13. International Transfers of Information

Some of our website, communication, payment or advertising service providers may process information outside the United Kingdom.

Where personal information is transferred internationally and UK data protection law applies, appropriate legal arrangements or safeguards must be used.

These may include transfers to countries recognised under applicable UK adequacy regulations or the use of appropriate contractual safeguards.

Customers may contact us to request further information about relevant international transfers and safeguards.

14. Marketing and Customer Reviews

We may contact customers regarding enquiries they have made, quotations requested, confirmed bookings and services provided.

Operational communications are separate from unrelated marketing messages.

We will only send electronic direct marketing where permitted under applicable UK privacy and electronic communications law.

Where consent is required, we will obtain it before sending promotional communications.

Customers may opt out of marketing communications at any time.

We may invite customers to provide genuine feedback or reviews about services they have received, where permitted.

We do not publish identifiable customer information, vehicle photographs, registration numbers or private communications for promotional purposes without an appropriate lawful basis and any required permission.

15. Your Data Protection Rights

Under applicable UK data protection law, you may have the following rights:

Right of Access

You can request access to personal information we hold about you.

Right to Rectification

You can request correction of inaccurate or incomplete information.

Right to Erasure

You can request deletion of your personal information where the legal conditions for deletion are met.

Right to Restrict Processing

You can ask us to restrict certain processing activities in applicable circumstances.

Right to Object

You can object to certain processing, including processing based on legitimate interests and processing for direct marketing.

Right to Data Portability

In certain circumstances, you may request personal information in a portable format.

Right to Withdraw Consent

Where we rely on consent, you may withdraw it at any time.

These rights are subject to applicable legal conditions and exemptions.

We may need to verify your identity before responding to a request involving personal information.

We aim to respond to valid data protection rights requests within one month, subject to lawful extensions or exceptions.

To exercise your rights, please contact us using the details provided in this policy.

16. Complaints and Concerns

If you have concerns about how Rescue Grid Roadside & Recovery collects, uses, stores or shares personal information, please contact us through WhatsApp or telephone.

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Please provide enough information for us to understand and investigate your concern.

We will:

- Provide an accessible way to make a data protection complaint.

- Acknowledge receipt of a complaint within 30 days.

- Take appropriate steps to investigate without undue delay.

- Keep you reasonably informed of progress where appropriate.

- Communicate the outcome without undue delay.

If you remain dissatisfied, you have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator.

Information Commissioner's Office

Website: https://ico.org.uk/

17. Automated Decision-Making

We do not ordinarily use solely automated decision-making to make decisions about customers that have legal or similarly significant effects.

Vehicle assistance quotations, operator selection, availability and bookings generally involve human assessment or confirmation.

Some website analytics or advertising services may use automated processing for advertising measurement or related purposes.

Any such processing is subject to applicable data protection requirements.

18. Children's Privacy

Our services are primarily intended for adults, vehicle owners, drivers, businesses and individuals authorised to arrange assistance.

Our website is not specifically directed towards children.

Where information about a child is provided as part of a legitimate service arrangement, we will only process that information where appropriate and lawful.

19. Information Provided by Other People

In some cases, an individual may arrange assistance on behalf of another person.

This may include a family member, vehicle owner, employer or authorised representative.

Where necessary, we may use the contact, vehicle or location information provided to arrange the requested service.

We seek to use such information only for relevant lawful purposes and to provide appropriate privacy information where required.

20. Third-Party Websites

Our website may contain links to external websites or services, including WhatsApp, Google and other third-party providers.

External websites are responsible for their own privacy practices.

We recommend reviewing the privacy policies of those services before providing personal information directly to them.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business operations, services, technology or applicable law.

Updated versions will be published on our website with a revised date.

Where material changes require additional notice or consent, we will take appropriate steps in accordance with applicable law.

22. Contact Us

For privacy-related questions, requests or complaints, please contact:

Rescue Grid Roadside & Recovery

Telephone: 07709 684946

WhatsApp: https://wa.me/447709684946

Website: https://www.rescuegrid.co.uk

We will review your enquiry and respond as appropriate in accordance with applicable UK data protection requirements.

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Rescue Grid Roadside & Recovery

Last Updated: 13 October 2026