Legal

1. Who we are and what this covers

This Privacy Policy explains how Roam Resilient Expedition Vehicles Inc. (“RREV,” “we,” “us,” “our”) collects, uses, discloses and protects personal information when you visit www.roamresilient.com, talk with Spotty (our AI Rig Guide), contact us, sign up for updates, create or use an RREV account, or otherwise interact with us online (together, the “Services”). It also explains the choices and rights you have.

RREV is the business responsible for your personal information under this Policy. Our customer portal at rrev.shop may present additional privacy terms for account holders; where it does, those terms apply alongside this Policy. Information you give us to buy a vehicle is also governed by the RREV Master Vehicle Build & Purchase Agreement.

By using the Services you acknowledge this Policy. If you do not agree with it, please do not use the Services.

2. Information we collect

Information you give us. Your name, email address, phone number and the content of your messages when you use a contact form, sign up for our newsletter, fill in a form inside Spotty, create or sign in to an RREV account, file a support ticket, or email us. When you configure or reserve a build we collect your selections and the details needed to prepare a quote and agreement. We do not collect payment card numbers on this website; deposits are handled through the secure payment method your RREV specialist sends you.

Your conversations with Spotty. Spotty is an artificial-intelligence assistant, not a person. We record and store what you type to Spotty and what Spotty replies, the page you were on, and details you share along the way, such as your plans, the rig you’re interested in, your timeline and your tow vehicle. Please do not share sensitive information (such as payment card numbers, government ID numbers, health information or passwords) in a chat message. Passwords you enter in Spotty’s secure sign-in or create-account forms are sent directly to our customer portal and are never stored in the chat, seen by Spotty, or kept by this website.

Account information. If you create or sign in to an RREV account, the portal processes your login credentials and account details. When you are signed in to Spotty, Spotty can display information from your own account (such as your build progress, warranty and tickets) at your request.

The Campfire (owners’ forum). If you own an RREV rig and join The Campfire, the private forum in your owner portal, The Campfire Privacy Notice explains what other owners can see (your trail name, patch and rig model, and your real name only if you choose to show it), what the RREV team can see, how we handle photos (we remove location and camera data before storing them), and how long forum records are kept. It is part of this Privacy Policy and is available in your owner portal at rrev.shop/portal/community/terms.

Configurator activity. When you use the RREV configurator on rrev.shop without an account, we record the steps you take (such as the model you choose, how many options you add, the configured price, and the site or campaign that brought you), linked only to a random identifier stored in your browser. It isn’t a cookie, and we don’t share it with third parties. We don’t record your name, email, phone number or IP address for this. If you then create an account to reserve a build, this activity is linked to your account so our team can help with the build you started. You can clear it at any time by clearing your browser’s site data for rrev.shop.

Calls you ask Spotty for. If you ask Spotty for a call, we use your number to call you about your build; ask us to stop any time.

Phone calls and text messages. When you call us or we call you, we keep the call’s details: the numbers, the time, how long it lasted, and our team’s notes. We do not record calls. A call to our number may first be answered by Spotty, which tells you it is an AI and saves a short summary of what you need for our team. If you agree to receive texts from us, we keep a record of that consent (when and how you gave it) and the messages we exchange with you.

Information collected automatically. Your IP address and the approximate location it indicates, device and browser type, operating system, referring URLs, pages viewed, links clicked, and the date and time of visits. We collect this through cookies, similar technologies and server logs.

Information from others. Information from service providers that help us run the Services (for example, bot-protection results) and information you or others make public or send us.

Inferences. We use your conversation and the details you provide to estimate your interest in a purchase, the rig that may suit you, and the best next step for our team, as described in section 3.

3. How we use information

We use personal information to:

• provide, operate, secure and improve the Services, including Spotty;
• answer your questions, including by routing questions Spotty cannot answer to our team and emailing you the answer;
• respond to inquiries, prepare quotes, configure and process builds, provide support, and administer warranties;
• create and manage your account, and verify your identity when you sign in;
• send you service messages, and, where you’ve agreed, follow-up and marketing emails, which you can stop at any time;
• assess and prioritise sales inquiries. We use automated tools, including AI, to summarise conversations and estimate purchase interest so that our team can follow up well. These assessments help our staff; they do not by themselves decide anything that has a legal or similarly significant effect on you, and a person on our team reviews them;
• improve Spotty’s answers. When our team answers a question Spotty couldn’t, the question and answer may be reused to answer others, without identifying who asked;
• understand how the Services are used (analytics) and develop new features;
• detect, prevent and respond to fraud, abuse, security incidents and other harmful activity; and
• comply with law, enforce our terms and agreements, and protect the rights, property and safety of RREV, our customers and others.

4. How we share information

We share personal information only as described here:

• Service providers who process it on our behalf and under contract, for the purposes above: website hosting and infrastructure (Vercel), databases (Supabase), email delivery (Resend), phone calls and text messages (Twilio), AI processing for Spotty and inquiry assessment (Anthropic), bot protection (Cloudflare Turnstile), analytics (Google Analytics), customer messaging (Intercom), and content management (Sanity). They may not use it for their own purposes.
• Our customer portal and internal systems (rrev.shop), where inquiries, leads, questions and account records are kept so our team can help you.
• Professional advisers, such as lawyers, accountants and insurers, under confidentiality.
• Legal and safety: where required by law, legal process or a government request, or where we believe it is needed to protect rights, property, safety or the integrity of the Services.
• Business transfers: in connection with a merger, acquisition, financing, reorganisation, sale of assets or bankruptcy, subject to this Policy.
• With your direction or consent.

Text messaging: we do not sell, rent or share your mobile phone number or your text-messaging opt-in and consent with third parties or affiliates for their marketing or promotional purposes. Text-messaging originator opt-in data and consent are not shared with any third party, except the service providers that deliver our messages (such as Twilio) on our behalf.

We do not sell your personal information, and we do not share it for cross-context behavioural advertising, as those terms are defined under California law. We have not done so in the preceding 12 months.

5. Cookies, analytics and your browser signals

We use cookies and similar technologies that are necessary to run the Services (for example, to keep your chat in place as you move between pages and to protect forms from bots), and analytics cookies to understand how the Services are used. You can block or delete cookies in your browser settings; some features may not work without them. We honour Global Privacy Control (GPC) signals as a request to opt out of any sale or sharing of personal information for your browser. Because industry standards for “Do Not Track” signals are not settled, we do not respond to them separately.

6. Connected rigs (RREV OS)

RREV rigs run RREV OS, which connects the rig’s systems (energy, suspension, awning, lighting and other connected systems) with the RREV OS app on web, Android and iOS. The software, its updates and remote access are governed by sections 9 and 10 of the Master Agreement. When a rig is connected, we collect and process:

• Rig status and diagnostic data, such as battery, solar, water, climate, suspension and component readings, settings, alerts and fault codes;
• Update records, such as the software and firmware versions installed, over-the-air update history, and whether an update was approved, deferred or declined;
• Remote-access data, such as which accounts have access to the rig, and the commands sent and received through the app; and
• Precise location of the rig, only if the owner turns location on in RREV OS. The owner can turn it off at any time.

We use this information to run RREV OS and remote access, deliver software and firmware updates (including security and safety updates), provide support and warranty service, diagnose and fix problems, keep rigs and their occupants safe, and improve our products. We may also use it in de-identified or aggregated form that does not identify you or your rig, for example to improve reliability and energy performance. We never sell rig data. We share it only with service providers that help us run RREV OS, with the rig owner and people the owner gives access to, and otherwise as described in section 4.

Updates and remote access need an internet connection, which the owner provides unless the Build Sheet includes one; local control works without it. The owner controls who has remote access and can remove anyone’s access in the app at any time.

Survivors of domestic violence: if someone who has harmed or threatened you has remote access to a rig you use, email rr@roamresilient.com with the subject “Remote access removal”. We will act within two business days to remove that access, as required by California law (SB 1394), and handle your request confidentially.

7. How long we keep information

We keep personal information for as long as needed for the purposes in this Policy: for example, for as long as you have an account or an active inquiry, for the life of any vehicle build, warranty and support relationship, and afterwards as needed to comply with legal, tax and accounting obligations, resolve disputes and enforce our agreements. Chat transcripts and inquiry records are kept while they are useful to serve you and improve our answers, and are then deleted or de-identified. We delete or de-identify information when it is no longer needed.

8. Security

We use administrative, technical and physical safeguards designed to protect personal information, including encryption in transit, access controls, signed and verified connections between our systems, bot protection, and short-lived sign-in passes for Spotty. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. Please keep your password confidential and tell us promptly at privacy@roamresilient.com if you believe your account has been compromised.

9. Your choices

• Marketing emails: use the unsubscribe link or reply “stop”. We will still send messages about your account, orders and support.
• Text messages: we text you only if you’ve agreed to it. Reply STOP to any text to stop them, or HELP for help. Message and data rates may apply; message frequency varies with your conversation with us. See the Text messaging section of our Terms of Service.
• Spotty: using Spotty is optional. You can contact us by email or through our contact page instead.
• Cookies: manage them in your browser settings.

10. Your California privacy rights

If you are a California resident, the California Consumer Privacy Act, as amended (“CCPA”), gives you the right to:

• know the categories and specific pieces of personal information we have collected about you, the categories of sources, our purposes, and the categories of third parties we disclose it to;
• delete personal information we collected from you, subject to legal exceptions;
• correct inaccurate personal information;
• opt out of the sale or sharing of personal information (we do neither);
• limit the use of sensitive personal information (we use account login credentials only to provide and secure your account, and a rig’s precise location only to provide the features the owner turned it on for, which does not trigger this right); and
• not be discriminated against for exercising these rights.

Categories collected in the last 12 months: identifiers (such as name, email, phone, IP address); customer records (such as contact and account details); commercial information (such as builds configured, quotes and purchases); internet or network activity (such as pages viewed and interactions with Spotty); approximate geolocation derived from IP address; rig status, diagnostic, update and remote-access data for connected rigs (section 6); audio, electronic or similar information (the content of your messages); inferences (such as estimated purchase interest and suitable rigs); and sensitive personal information limited to account login credentials and, only where the owner turns it on, a connected rig’s precise location. Sources, purposes and recipients are described in sections 2 to 4 and 6. Retention is described in section 7.

How to make a request: email privacy@roamresilient.com with the subject “Privacy request”. We will verify your request by matching information you provide with information we hold, and may ask for more to protect your information. You may use an authorised agent, who must provide proof of authority; we may still verify your identity directly. We respond within 45 days, and may extend that by a further 45 days where permitted, telling you why.

Shine the Light: California residents may request information about disclosures of personal information to third parties for their direct marketing purposes. We do not make such disclosures.

11. Other privacy rights

Depending on where you live, you may have similar rights under local law, including to access, correct, delete or port your information, or to object to or restrict certain processing. To exercise them, contact us as described in section 15. If we decline your request, you may be able to appeal by replying to our decision.

12. Children

The Services are intended for adults and are not directed to children under 16. We do not knowingly collect personal information from children under 16. If you believe a child has provided us personal information, contact us and we will delete it.

13. International users

We are based in the United States, and we and our service providers process information in the United States and other countries whose laws may differ from those where you live. By using the Services you understand that your information will be processed in the United States.

14. Changes to this Policy

We may change this Policy at any time. When we do, we will post the updated Policy on this page and update the “Last updated” date. If a change is material, we will give additional notice where required by law, such as a notice on the Services or an email. Changes take effect when posted unless we say otherwise. Your continued use of the Services after a change means you acknowledge the updated Policy.

15. Contact us

Privacy questions and requests: privacy@roamresilient.com
Everything else: rr@roamresilient.com
By mail: Roam Resilient Expedition Vehicles Inc., 400 Concar Dr, San Mateo, CA 94402