Privacy Policy

This Privacy Policy describes how Hero Group LLC, doing business as Repair Explainer (“Repair Explainer,” “we,” “us,” or “our”) collects, uses, discloses, and otherwise processes personal information through repair explainer.com, personalized Repair Explainer pages, secure links, repair-status experiences, body shop inquiry forms, email and SMS delivery, support interactions, and related services.

Repair Explainer is an assumed name of Hero Group LLC. Reclaimr LLC is an affiliated company that may provide systems used by participating repair facilities and may support the generation and delivery of Repair Explainers.

We may collect personal information directly from website visitors and inquiry submitters; from participating repair facilities and their authorized personnel; from Reclaimr LLC and connected shop systems; from estimates, supplements, repair records, images, and communications; from vehicle owners who open links or reply to messages; from communications, hosting, analytics, security, and support vendors; and automatically through the operation of the website and services.

At or before collection, we may provide a short-form notice, form disclosure, message disclosure, or link to this Privacy Policy explaining the categories of information collected and the purposes for which it will be used.

• Provide, operate, maintain, secure, support, and improve Repair Explainer.
• Generate and display personalized repair explanations and secure links.
• Present repair timelines, milestones, repair-status information, appointment details, approval requests, delays, and pickup-related communications.
• Send Repair Explainer links and repair-related communications by email or SMS at a participating repair facility’s direction.
• Process delivery events, message failures, replies, HELP requests, opt-outs, revocations, and suppression records.
• Authenticate access, detect misuse, investigate security events, prevent fraud, and troubleshoot problems.
• Respond to body shop inquiries and share appropriate inquiries with Reclaimr LLC.
• Provide customer support and respond to privacy or messaging requests.
• Maintain records reasonably needed to demonstrate authorization, consent, delivery, opt-out, and communications compliance.
• Analyze service performance and create aggregated, de-identified, or anonymized insights.
• Comply with law, enforce agreements, protect rights and safety, and support corporate transactions.

When a participating repair facility directs us to generate, host, display, or deliver a Repair Explainer, the repair facility generally determines the purpose of processing the vehicle owner’s information and controls the underlying repair relationship and repair record.

Participating repair facilities are responsible for maintaining workflows designed to provide required notices and obtain appropriate authorization before directing us to send Repair Explainers or related repair communications by text message or email. We may rely on the repair facility’s instructions and certification that required authorization has been obtained.

Contact the participating repair facility to correct repair information, challenge estimate or status content, ask about charges, request official documents, or obtain vehicle-specific guidance. We may assist the repair facility with privacy requests where required.

For shop-supplied repair, vehicle, and recipient information, we generally act as a service provider or processor supporting the participating repair facility. For website analytics, body shop inquiries, security and fraud-prevention records, suppression lists, legal-compliance records, and our own business administration, we may determine the purposes and means of processing and act as an independent business or controller as permitted by law.

Repair Explainer and affiliated service components may use artificial intelligence, machine learning, rules-based logic, templates, or other automated methods to assist with classification, summarization, drafting, explanation generation, routing, and communications.

Automated or AI-assisted content may be incomplete or inaccurate and remains subject to participating repair facility review and responsibility. Repair Explainer is not the authoritative source for the official repair record.

Repair and claim records may contain information treated as sensitive or higher-risk under applicable law, such as driver information, insurance or claim identifiers, financial information, precise location if a user or repair facility provides it, or incidental personal information appearing in uploaded records or images.

We use such information only as reasonably necessary to provide, secure, support, and administer the requested services; comply with law; prevent fraud or misuse; and maintain required records. We do not use sensitive personal information to infer characteristics about individuals or for unrelated targeted advertising.

• Participating repair facilities and their authorized personnel. 
• Reclaimr LLC and other affiliated companies that provide platform, operational, support, security, or development services.
• Hosting, infrastructure, database, authentication, security, analytics, customer-support, email, SMS, telecommunications, and permitted AI or model providers.
• Insurers, adjusters, vehicle owners, authorized recipients, vendors, and other parties selected or authorized by the participating repair facility.
• Professional advisors, auditors, insurers, financing sources, and transaction counterparties subject to appropriate protections.
• Government agencies, courts, law enforcement, and other parties when required by law or reasonably necessary to protect rights, security, safety, or lawful use.
• A successor or counterparty in a merger, acquisition, financing, reorganization, or sale of all or part of the business.

A personalized Repair Explainer may be accessible to anyone who possesses its valid link. Links may include information about a specific customer, vehicle, estimate, claim, and repair. Repair Explainer | Hero Group LLC, doing business as Repair Explainer 5 Participating repair facilities are responsible for selecting intended recipients and providing accurate contact information.

We may record link access, time, device information, and engagement events. Links may expire, be revoked, or be disabled. Recipients should not forward personalized links unless authorized.

We may send repair-related messages on behalf of participating repair facilities. Messages may include Repair Explainer delivery, secure links, estimate explanations, approvals, appointments, delays, repair-status updates, and pickup information.

We process mobile numbers, email addresses, delivery information, replies, opt-outs, and suppression records to operate the program, respect communication preferences, prevent unwanted messages, and demonstrate compliance. SMS use is also governed by the Repair Explainer SMS Terms.

We may use cookies, local storage, pixels, tags, scripts, and similar technologies for essential operation, security, authentication, preference storage, analytics, performance measurement, communications, and, if activated, marketing or advertising.

Where required, we will provide a consent banner, preference center, opt-out control, or recognition of legally required browser-based preference signals. More information appears in the Repair Explainer Cookie Policy.

We may create, use, disclose, and commercialize aggregated, de-identified, or anonymized information that does not reasonably identify an individual or participating repair facility, including for analytics, benchmarking, research, service improvement, and reporting.

We retain personal information for as long as reasonably necessary to provide the services, support participating repair facilities and vehicle owners, maintain security, resolve disputes, enforce agreements, and comply with law.

Repair Explainer content and secure links. A personalized Repair Explainer and its secure link are retained for up to 90 days when it is created or most recently sent to you, whichever is later. The secure link expires 90 days after it is generated, and the underlying Repair Explainer content is automatically deleted on or about the same schedule. After deletion, the Repair Explainer is no longer available through its link. Contact the participating repair facility for any repair records you need after that period.

Longer-retained records. Authorization, consent, opt-out, suppression, complaint, delivery, security, and legal-compliance records may be retained longer than 90 days where reasonably necessary to demonstrate compliance, prevent future unwanted messages, resolve disputes, or defend legal claims.

We use administrative, technical, and organizational measures designed to protect personal information. No system is completely secure, and we cannot guarantee absolute security. Contact us promptly if you believe a personalized link or account information has been compromised.

Depending on your location and applicable law, you may have rights to request access, correction, deletion, or portability of personal information, and to obtain information about our collection, use, and disclosure practices. You may also have rights concerning sale, sharing, targeted advertising, profiling, or sensitive personal information where those activities and rights apply.

Vehicle owners may reply STOP to applicable text messages, use another reasonable revocation method described in the SMS Terms, or contact the participating repair facility to update communication preferences.

To submit a privacy request, email [email protected]. We may request information reasonably necessary to verify your identity and authority before responding. Authorized agents may submit requests where permitted by law, but we may require proof of the agent’s authority and may separately verify the identity of the individual who is the subject of the request. We may deny or limit a request where permitted by law and will explain the basis for the decision when required.

If we deny a request and applicable law provides a right to appeal, you may appeal by replying to our decision or emailing [email protected] with “Privacy Appeal” in the subject line. We will review the appeal and respond as required by applicable law.

We may collect identifiers, customer and account records, commercial and transaction information, internet or electronic-network activity, geolocation derived from IP address, communications, vehicle and repair information, and other categories described in this Policy.

We do not sell personal information for money. If our practices constitute a sale, sharing, or targeted advertising under applicable law, we will provide legally required notices and opt-out mechanisms. We will not discriminate against individuals for exercising applicable privacy rights.

Repair Explainer is not directed to children under 18, and we do not knowingly collect personal information directly from children under 18 through the public website.

Our services may link to or rely on third-party websites and systems. Their privacy practices are governed by their own policies, not this Privacy Policy.

We may update this Privacy Policy from time to time. We will post the updated version and revise the Last Updated date. We may provide additional notice where required by law.