Privacy Policy

1. Introduction

SecondAppraisal Inc, a Utah corporation ("SecondAppraisal," "we," "us," or "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our website and services, including when an institution or another person or business refers you to us. In this policy, an "institution" is a lender, GAP provider, or similar institution that refers you to us, or arranges your Garage Hub Membership, through our Valuation Review Program. We handle information about former customers as this policy describes.

2. Information We Collect

2.1 Personal Information You Provide

We collect information you voluntarily provide when using our services:

• Contact Information: Name, email address, phone number, mailing address
• Account Information: The email address or phone number you sign in with, your Google or Apple sign-in if you use one, and your account preferences
• Vehicle Information: VIN, make, model, year, mileage, condition, photos, and where the vehicle is located
• Insurance Information: Insurance company name, claim numbers, adjuster contact details, and the insurer's offers
• Payment Information: Card details you enter go directly to our payment processor, Stripe (see Section 6). If you pay from a bank account through Stripe's Link, you log in to your bank on Stripe's screens. We don't see or keep that login or your account number. We keep limited details, such as the card brand and the last four digits. If you pay by check, we receive an image of the check, including the bank details printed on it.
• Documents: Valuation reports, insurance documents, vehicle photos you upload
• Communications: Emails, text messages, and chat messages you exchange with us, and, when a call is recorded, the recording and transcript of that call or voicemail

2.2 Information Collected Automatically

When you access our website, we automatically collect certain information:

• Device Information: Browser type, operating system, device identifiers
• Usage Data: Pages visited, time spent, click patterns, referral URLs
• Location Information: IP address, general geographic location
• Cookies: Session and preference cookies, our own cookies that help us understand how visitors use our website, and cookies that some services on our pages set themselves (see Section 9)

2.3 Information We Receive From Others

We also receive information about you from others:

• An institution that refers you to us. If an institution refers you, or arranges your Garage Hub Membership, it sends us information such as your name and contact details, your vehicle, your insurer and claim details, your loan or contract details (such as the payoff amount), and how you agreed to be contacted.
• A person or business that refers you. If an appraiser or another participant in our Referral Program refers you, it sends us information such as your name and contact details, your state, your vehicle's VIN, who is handling your insurance claim, your insurer's offer, how you agreed to be contacted, and, if you gave it to them, your insurer's valuation report.
• A customer who invites you. If a customer asks us to email you an invitation, they give us your email address. We use it to send that invitation and to honor your opt-out.
• An AI assistant or other agent acting for you. If an agent submits your request to us on your behalf, it sends us your contact details and the details of your total loss.
• Your insurer and others involved in your claim. Valuation reports, offers, appraisals, and correspondence about your claim.
• Vehicle-data providers and auction sites. Vehicle history, specifications, values, comparable vehicles for sale, and your vehicle's salvage-auction listing and photos.
• Contact-lookup services. We may use a commercial lookup service to complete or confirm contact details, for example to identify who is calling us.
• Advertising platforms. When you click one of our ads, the platform adds an identifier for that ad to the web address of the page you reach, which tells us which ad, if any, brought you to our website.
• Google reviews. If you review us on Google, we receive your review, with the name and profile photo shown on it, and our staff may link it to your consultation.

3. How We Use Your Information

We use the collected information for the following purposes:

• To provide and maintain our vehicle appraisal services
• To create and manage your account
• To process your consultation requests and payments
• To communicate with you about your consultations and account
• To send you important notices and updates via email or SMS
• To respond to your inquiries and provide customer support
• To report on your consultation to the institution that referred you, as described in Section 5.1
• To review the quality of our calls and service, and to train our staff
• To send you marketing about our services, such as membership offers, where the law allows and except as described in Section 3.2
• To publish customer stories, as described in Section 5
• To send you rewards you have earned, such as gift cards
• To see which of our ads, if any, brought you to our website, as described in Section 9
• To improve our services and develop new features
• To analyze usage patterns and optimize user experience
• To detect, prevent, and address fraud or security issues
• To comply with legal obligations

3.1 AI and Automated Tools

We use artificial intelligence (AI) and other automated tools to help provide our services. They:

• read and extract information from documents, such as insurer valuation reports, title documents, and receipts;
• research vehicle values and check comparable vehicles;
• draft valuation content, messages to you and to others involved in your claim, and summaries of messages and calls for our staff;
• transcribe and review recorded calls and voicemails;
• help prepare customer stories, including the pictures and summaries shown with them (see Section 5);
• run Jane, our AI voice assistant, who may answer your call, or call you if you ask for a call or have agreed to one; and
• run our website's help chat.

To do this, these tools process the information involved. That can include your name and contact details; your vehicle, claim, and insurer details; your documents and messages; and call audio and transcripts. Some estimates, such as an instant or preliminary market estimate, are produced automatically. For a total-loss claim, our staff send you our appraisal report; it is not sent automatically. AI providers may keep the requests we send them for a limited time to detect misuse of their services, and their authorized staff may review requests flagged for that purpose. Section 10 describes the AI providers we use and what they receive.

We use the content of our communications with you, including phone calls (with their recordings and transcripts), emails and text messages, to train our staff, improve our FAQs and help, and improve the AI tools that support our customers directly, such as our assistant Jane. We don't sell this content. Help we publish never names or quotes a customer.

3.2 If an Institution Referred You

If an institution referred you to us or arranged your Garage Hub Membership:

• We use the information the institution sends us only to deliver our Valuation Review Program: to provide our services to you, to report to the institution as described in Section 5.1, and to produce statistics that do not identify you. We also use it to meet our legal obligations. We never sell it, and we never use it to market our other products or services to you unless you separately agree and the institution's agreement with us allows it.
• We never give an advertising or ad-measurement service the information the institution sends us, in any form, including a scrambled (hashed) copy or a list, and we never use it to decide who sees ads, including to keep our ads away from you. As Section 9 says, advertising platforms get no report about anyone from us, and no page of our website loads an advertising tag. We also don't publish your story on our website or social media.
• We ask you to review our service, sign a petition, or refer a friend only if your institution allows it. We offer you Garage Hub Membership or another Garage Hub service only if your institution has chosen to offer it.
• Even then, we send you such a request or offer in only one of two ways: with your own consent, which must name us and that request; or to contact details you gave us directly after you engaged us. Without your consent, we never use the contact details the institution sent us for it.
• We still send the messages your consultation needs. You can ask us to stop any request or offer at any time (see Section 8).

3.3 Marketing Calls and Texts

We no longer ask for a separate permission for marketing calls and texts. If you gave one before, by checking the box the first time you signed in, it still counts for what its words named until you withdraw it. You can withdraw it at any time, in any reasonable way, such as in your profile, by replying STOP to any text from us or by emailing support@secondappraisal.com. It never takes the place of your “Meet Jane” yes where our Terms ask for it. We never sell your number or share it for anyone else's marketing.

4. Phone Number & SMS Data

When you, or an institution or another person or business that refers you, provide your phone number, and when you consent to receive SMS messages, we collect and use this information as follows:

5. Information Sharing

We may share your information in the following circumstances:

• Our Staff and Contracted Personnel: Our staff, including contracted personnel outside the United States, work with customer records in our systems (see Section 5.2)
• Service Providers: Companies that help us operate our business and provide our services, including hosting, storage, communications, payments, and AI providers (see Section 10)
• The Institution That Referred You or Arranged Your Membership: When an institution referred you to us or arranged your Garage Hub Membership, we share information about your consultation with it, as described in Section 5.1
• The Person or Business That Referred You Through Our Referral Program: If a business such as a credit union introduced you, it receives only the dates you allow us to share: when you activated your request, when we confirmed two-way contact with you, and when we delivered your free consultation. If you allow it, it may also send us documents for your consultation. It does not receive your report, valuation, recommendation, payments, or settlement. Any other referrer, such as an appraiser, sees your name and where your referral stands, for example whether you signed up, whether you hired us, and whether your claim settled in a way that earned its referral reward. It does not see your documents or your conversations with us.
• An AI Assistant or Other Agent Acting for You: If an agent submitted your request on your behalf, we may send it the status of that request and a preliminary market estimate
• Your Insurer, Appraisers, and Umpires: When you hire us for an appraisal, we share information about you, your vehicle, and your claim with your insurer and its representatives, with the appraiser you appoint, and, if one is needed, with an umpire, as part of the service you asked for
• Customer Stories: We publish a story on our website or social media that names you or shows your picture, including a public review you posted, only after you say Yes, electronically, to the story permission text we show you at the time. We name you by your first name, with at most your last initial. Without your Yes, we may quote a public review you posted on Google, without your name or picture, with the date you posted it. Without your Yes, a story we write about your consultation shows only your state and figures rounded to the nearest $100, with no name, city, insurer, or vehicle. We use a story in paid advertising only if the permission text you said Yes to names paid advertising. A story may include a short summary we write of what happened. The main picture with a story on our website is made with AI. It is not one of the photos you sent us, though our AI tools may read those photos for details such as your vehicle's color. We share the photos you sent us only if your Yes includes them. To have a story removed, email privacy@secondappraisal.com.
• Legislators, If You Sign Our Petition: With your consent, as described in Section 5.3
• Legal Requirements: When required by law, court order, or governmental authority
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you explicitly authorize us to share information
• Statistics: We may share or publish statistics that combine information about many customers and do not identify you, including with institutions and with partners that introduce institutions to our program

All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

Important: We never share your personal information with insurance companies unless you explicitly authorize us to do so as part of our appraisal services, or the insurance company is the institution that referred you or arranged your membership, as described in Section 5.1.

6. Data Security

These are the security measures we use:

• Encryption of data in transit between your device and our website (TLS)
• Encryption at rest of our standby database and our customer file storage, by the providers that host them; files that a business referring you uploads through our partner API, and the evidence we keep for privacy requests, are also encrypted by our own software before they are stored
• Sign-in with a one-time code or sign-in link sent to your email or phone, or with a Google or Apple account; our staff accounts support a second sign-in factor, such as a passkey or an authenticator app
• Card details you enter are captured in payment fields hosted by Stripe and never reach our servers; Stripe maintains its own PCI DSS validation
• Daily automated scanning of the software packages our application is built from for publicly known vulnerabilities, and the same scan before each release
• A log of certain staff actions, such as sending messages, merging or deleting records, changing a staff member's sign-in factors, and viewing the evidence we keep for privacy requests

Our staff, including the contracted personnel described in Section 5.2, can see customer records in our systems as part of their work.

No method of sending or storing information is completely secure, and we cannot guarantee absolute security.

7. Data Retention

We retain personal information only as long as reasonably necessary for the purposes described in this policy and any applicable legal obligations. When we honor a verified deletion request, we erase operational account, consultation, message, call, document, and marketing data. We may retain a minimized, restricted record of the request, and suppression identifiers kept encrypted or as a coded copy, where needed to prove compliance, prevent future contact, or establish or defend legal claims. That retained data is not used for service delivery, sale, marketing, advertising, profiling, or rebuilding the deleted account.

After a deletion request, we also keep the records below and use them only for the purpose shown. Except where a record below says it holds your number, we keep them without your contact details:

• records of documents you signed, and of payments and invoices, as our record of them;
• our record of an appraisal in which we served as umpire, as our record of that appraisal;
• proof of the consent we relied on to contact you, to show that we had it;
• the record of your request that SecondAppraisal call you, with the number you gave, kept 5 years from your request, to show that you asked;
• any record that we checked your number against the national Do Not Call list, with your number, kept 5 years from the check, to show we followed federal telemarketing rules;
• a record of a complaint about our institution program and how we handled it, to meet our obligations; a complaint someone else made is kept as they made it;
• if an institution arranged your membership, the institution's enrollment, billing, and benefit record, kept by your vehicle's VIN, and the enrollment and billing events we reported to it, to meet our agreement with the institution; and
• records sealed as evidence for an examination of our security controls, kept restricted until their sealed period ends.

We keep complaint, enrollment, and sealed-evidence records on these terms from November 8, 2026. If you signed our petition, we also keep your signature record, with the name, email address, and other details you gave when you signed, and your signed letter, as Section 5.3 describes.

After a deletion we keep a few records where a law or our agreement requires them, as the record of what you signed, or to keep blocking a sender. These can be your answer about calls from Jane, a record of a telemarketing call, a log that we sent a tax form, an invoice's sender, a rule about a sender, a petition signature, your email on an agreement you signed, and your yes or no to the ways we contact you.

If you worked for us, we keep the records of your work for us, with your name, as our business records. A record that matched you only by an email address or phone number, or that is part of an institution's referral about the same loss, stays unchanged until we confirm whether it is about you.

If an institution referred you, it may keep its own records of what it sent us and what we reported to it, under its own policies. We keep the referral record the institution sent us, and a record of what we reported to it, for as long as our agreement with the institution and the law require, including after we delete your account, and we use that record only to meet those obligations.

8. Your Rights & Privacy Requests

Depending on your location, you may have the following rights regarding your personal information:

• Access (Data Subject Access Request / DSAR): Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion (Right to be Forgotten / RTBF): Request deletion of your personal information (subject to legal requirements)
• Portability: Request a machine-readable copy of your data
• Restriction: Request restriction of processing in certain circumstances
• Cease contact: Ask us to stop email, text, voice, direct-mail, automated, and marketing communications immediately

9. Cookies, Tracking, and Advertising Platforms

We use cookies and similar technologies to:

• Maintain your session and remember your preferences
• Understand how visitors use our website, with our own tools
• Improve our services and user experience
• Detect and prevent fraud
• See which of our ads, if any, brought you to our website

You can control cookies through your browser settings. Disabling certain cookies may affect the functionality of our website. Some services on our pages set their own cookies, such as our payment processor, Stripe, during checkout, and the video player on some pages once you start a video. Our Cookie Policy describes the cookies we use.

Advertising platforms. We advertise on advertising platforms, but their advertising services get nothing about anyone from us, from our servers or from our pages: no report of a step you take, and no email address, phone number, or name, in any form. There are two exceptions: a customer story you said Yes to using in paid advertising (Section 5), and, if you ask us to delete your information and you clicked one of our ads, our request that the platform remove you from its lists and delete its records about you from our ads (Section 8). No page of our website loads an advertising platform's tag or an outside analytics tag. The email addresses and phone numbers you give us, and the steps you take on our website, are kept on our own servers and go to no advertising platform, except for a deletion request; the companies in Section 10 receive them to do their work for us. When you reach our website by clicking one of our ads, the web address carries an identifier for that ad. We keep it on our servers to see which ad brought you, and we send it to an advertising platform only for a deletion request, as Section 8 describes. Some companies that run advertising platforms also provide other services to us, such as sign-in, AI, or the video player on some of our pages, or run social media sites where we post customer stories; Section 10 describes what they receive in those roles.

We honor the Global Privacy Control signal. We do not respond to the browser "Do Not Track" setting.

10. Companies That Receive Personal Information

We use the companies described below to run our business and provide our services. Each receives personal information for the purpose shown. "When used" marks companies we use only for some customers or only when a feature is turned on. Some of these companies process information outside the United States. A company named in one row may also provide a service described in another row.

Some of these companies also use information under their own privacy policies.

11. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have inadvertently collected information from a child, please contact us immediately.

12. California Privacy Rights (CCPA)

California residents have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information is collected, used, and shared; Section 8 says what an access copy contains
• Right to delete personal information (with exceptions; Section 7 lists the records we keep)
• Right to opt out of the sale of personal information, and of its sharing for cross-context behavioral advertising. We don't sell your personal information or share it for cross-context behavioral advertising, so there is nothing to opt out of. Our Do Not Sell or Share My Personal Information page says the same.
• Right to non-discrimination for exercising privacy rights

13. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we post the updated policy on this page, change the “Last updated” date, and add the change to the “What Changed” list at the end of this page. A change that adds a new use or disclosure of personal information, including a transfer, or keeps it longer, applies only to information we collect after the change takes effect, unless you expressly agree to it. Continuing to use our services is not that agreement. We tell affected customers about such a change by email or by a notice in their account. If you agree, you can withdraw that agreement later by contacting us (Section 14), and we stop applying the change to information we collected earlier.

14. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us:

This is the same channel used for Data Subject Access Requests (DSAR) and Right-to-be-Forgotten (RTBF) requests described in Section 8.

What Changed