Privacy Policy

1. Who this policy covers

This policy covers our customers, their authorized users, and vendors, carriers, drivers, shippers, and other individuals whose information is processed through BrokerOne.

We manage information for our own business purposes, such as customer relationships and support. When a customer provides information about its vendors, drivers, or shipments, we also process that information to provide services for that customer. The customer's own privacy practices may apply to its collection and use of that information. For requests involving customer-controlled records, we may coordinate with the relevant customer.

2. Information we collect

Depending on how you interact with BrokerOne, we collect:

• Contact and business information: Names, email addresses, phone numbers, company details, and information associated with customer accounts and business contacts.
• Shipment and order information: Shipment details and information used to coordinate transportation orders, pickups, deliveries, and status updates.
• Driver information: Driver identity and contact information, shipment associations, and information provided for transportation coordination.
• Location information: A driver's location when the driver consents to share it for order tracking. Each reading records precise latitude and longitude, accuracy, speed, heading, and a timestamp.
• Documents: Documents uploaded or shared in connection with accounts, drivers, shipments, or support, including personal information contained in those documents.
• Payment information: Payment and billing details provided in connection with the service. Card payments are processed by Authorize.Net, and the card is tokenized in your browser. We do not receive or store full card numbers, security codes, or expiration dates. We store only the transaction identifier, authorization code, card brand, and the last four digits.
• Communications: Email and SMS content exchanged through or with BrokerOne in connection with shipments and customer support.
• Opt-out and suppression records: When someone asks us to stop sending SMS, we record the phone number, the date and time, the source of the request (keyword, carrier, or manual entry), and the message text. Opt-outs are held on a platform-wide suppression list that we keep indefinitely as a compliance record. We do not keep an in-product record of who gave consent, when, or to what; see Section 4.

We receive information directly from individuals, from our customers and their authorized users, and through the communication services and integrations used to provide the platform. Location information is collected through the location-sharing process described below.

3. How we use information

We use information to provide and operate BrokerOne, manage customer accounts and billing, coordinate transportation orders, send shipment updates, respond to support requests, and enable driver location sharing for shipment tracking. We also use information as needed to maintain security, address misuse, honor communication preferences, and comply with applicable obligations.

Our email and SMS notification program is for shipment updates and customer support. It is not a marketing notification program.

4. Email and SMS communications

BrokerOne communicates with customers and facilitates communications with their vendors and drivers about transportation orders and support. Recipients may choose email, SMS, or both.

Consent for SMS notifications is obtained before enrollment. Becoming a customer, being listed as a vendor, or having a phone number entered into the platform does not by itself constitute consent to receive recurring SMS messages. Consent must cover the recipient, identified sender, and type of messages being sent.

Consent is collected outside the platform. Direct customers provide consent verbally to our team, and consent from a customer's own vendors and drivers is arranged by that customer. The BrokerOne application does not provide a consent field, checkbox, or upload on contact, carrier, driver, or vendor records, and it does not store a record of who consented, when, or to what. Any evidence of consent is held by the party that collected it.

Message frequency varies with shipment activity and support needs. Message and data rates may apply.

SMS opt-out: Reply STOP to the sending number to stop that sender's SMS notifications. Automatic STOP processing is available only on the driver-tracking SMS that BrokerOne sends through Twilio. Messages sent through a customer-connected provider, such as RingCentral or Dialpad, do not process STOP automatically. To stop messages on any channel, contact us at support@brokerone.ai or the customer coordinating your shipment. A final message may confirm your opt-out.

Opt-outs are added to a platform-wide suppression list. Replying HELP is not supported; use the contact details in Section 14 for assistance.

Email preferences: Our shipment and support emails do not currently include an unsubscribe or preference link. Contact us at support@brokerone.ai or the customer coordinating your shipment to change your email notification preferences.

Stopping SMS notifications does not automatically delete shipment records or revoke device location permissions. Location choices are described separately below.

Proposed mobile information protection commitment, subject to confirmation: We do not sell or rent mobile phone numbers or SMS opt-in information, or share them with third parties or affiliates for their own marketing or promotional purposes. We share information with service providers as needed to deliver messages and support the notification program. SMS consent does not authorize unrelated senders or unrelated message subjects.

5. Driver location sharing

BrokerOne sends location-sharing requests by SMS to drivers who have consented to receive the applicable messages. Drivers choose whether to share their location for tracking an associated order. Receiving a text message alone does not authorize collection of precise device location.

Sharing begins only when the driver opens the link in the message, taps "Share my location," and grants location permission to their browser. It is an ongoing session rather than a single reading: while the shipment is in transit, the driver's browser reports position roughly every 30 seconds to every few minutes, depending on the configuration for that order. Each reading records latitude, longitude, accuracy, speed, heading, and a timestamp. We use this information to track the associated shipment and communicate its status.

A session ends when the driver taps the stop-sharing button, closes the tracking page, texts a dropoff keyword, sends a proof-of-delivery photo, or the load is completed.

Who can see a driver's location: the brokerage staff working the order, and anyone holding the tracking link. The tracking link is not password protected, so any person who receives a forwarded link can view the driver's live location for as long as the session is active. Treat the link as sensitive and do not forward it to anyone who should not see the driver's position.

Drivers may decline a location request, stop an active session at any time using the stop-sharing button on the tracking page, or revoke location permission through their device or browser settings. Revoking permission prevents future collection through that permission; it does not automatically erase locations already collected. Declining location sharing may limit shipment tracking functionality.

6. How we disclose information

We disclose relevant information to the customer and authorized transportation participants involved in the applicable order, as needed to provide shipment coordination and support. Location disclosures are subject to the scope described in Section 5.

We use service providers and integrations to operate the service. Providers listed as engaged by BrokerOne are contracted by us. Providers listed as engaged by the customer are connected by that customer through its own account and under its own agreement with the provider. Depending on the account and communication channel, these include:

We may also disclose information when required by applicable law or valid legal process, or as reasonably necessary to protect rights, safety, and the security of the service.

We do not sell personal information, share it for cross-context behavioral advertising, or use it for targeted advertising.

7. Artificial intelligence

BrokerOne uses OpenAI to support AI functionality within the service. AI features include drafting and replying to email, summarizing records, mapping fields during data import, and automations that handle SMS conversations, lead capture, quoting, and reading documents and photos.

Depending on the feature, the information sent to OpenAI may include record content, email bodies, uploaded documents and photos, and inbound SMS messages. Where a customer connects its own mailbox, AI features can read the contents of that mailbox in order to draft and reply to messages.

AI features may run on BrokerOne's OpenAI account or on an OpenAI key supplied by the customer. Where the customer supplies its own key, that customer's OpenAI account settings and its agreement with OpenAI apply to the processing.

8. Cookies and technical information

We use cookies only for login and session management. These cookies are HttpOnly and are required to keep you signed in; the application does not work without them. We also use your browser's local storage to remember interface preferences and the "Remember Me" option.

We do not use Google Analytics, advertising pixels, or third-party marketing and tracking tools such as Meta, Segment, or Mixpanel. Our email messages do not contain open-tracking or click-tracking.

We use two technical monitoring services. HyperDX provides product analytics and session replay, which records how pages are used inside the application; text typed into form fields is masked in those recordings. Sentry records application errors and performance data along with the user and tenant identifier associated with the error.

9. Information retention

We retain information for as long as the related account is active, and afterwards for as long as needed to meet our legal, contractual, and recordkeeping obligations. The platform does not apply a fixed retention period or an automatic expiry to account, billing, shipment, document, message, or location records.

Deleting a record in the application hides it from the interface but does not erase it from our systems. We do not currently de-identify or automatically purge stored records, so a request to erase information is handled by our team rather than by an automated process.

Opt-out and suppression records are an exception: we keep them indefinitely so that we can continue to honor a request to stop messages.

10. Information security

We use encryption at rest and in transit to protect information stored and transmitted by the BrokerOne platform. This does not mean ordinary SMS or email is end-to-end encrypted. Protection of messages after delivery also depends on the communication provider and recipient's systems.

No method of transmission or storage can guarantee absolute security.

11. Privacy choices and requests

You may contact us at support@brokerone.ai to ask about your personal information or request access, correction, or deletion. Depending on your state of residence and applicable law, you may also have rights to obtain a copy of your information, withdraw consent, or opt out of certain processing activities.

We may verify your identity and authority before fulfilling a request. If we process the relevant information on behalf of a customer, we may direct the request to that customer or assist it in responding. Certain records may be exempt from deletion under applicable law, and deletion requests are carried out by our team as described in Section 9.

If we deny a request, you may contact support@brokerone.ai to request an appeal where applicable law provides that right. We will not discriminate against you for exercising applicable privacy rights.

12. Children

BrokerOne is a business transportation platform and is not directed to children under 13. If you believe a child has provided personal information to us, contact support@brokerone.ai so we can investigate and take appropriate action.

13. Changes to this policy

We may update this policy to reflect changes to our services or privacy practices. We will post the updated policy with a revised effective date and provide additional notice or obtain consent when required by applicable law.

14. Contact us