Privacy Policy

Information you give us

• Contact and lead details — your name, email, phone, ZIP, city and state, and any vehicle details you choose to share (year, make, model, VIN) when you request a quote, a callback or financing.
• Order details — the items you buy, the configuration you choose (colour, size, options, add-ons), delivery and billing addresses, and your order history with us.
• Service requests — the equipment involved, the problem you describe, and the times that suit you.
• Account details — if you create an account, your email address and a password we store only as a one-way hash.
• Messages — anything you send us, including conversations with our AI Product Advisor (described in section 6).
• Giveaway entries — if you enter a promotion, the details you submit and your referral code, where the promotion uses one.

Information collected automatically

• Device and usage data — pages viewed, the page you arrived from, browser and device type, and approximate location derived from your IP address (city and state level).
• Website and marketing information — We may collect information about how visitors find and use our website to improve our services, understand marketing effectiveness, and respond to customer inquiries.

Payment information

Card payments are processed by NMI, a payment gateway, through fields hosted by them. Your full card number and security code are entered into the gateway’s own fields and are not received or stored by our systems. We keep only what accounting and support require: the last four digits where the gateway returns them, the authorization result, the amount and the transaction identifier.

Information we do not ask for

We do not ask for medical records, diagnoses or insurance documentation through this website, and our AI Product Advisor does not request them. Please do not send medical information through a website form.

We use the information described above to:

• respond to your inquiry, quote request, financing application or service request;
• prepare, take payment for, build, deliver, install and service an order, and arrange warranty work;
• recognize you when you return, so saved vehicles, saved products and your order history stay with you;
• operate and protect the site — detecting fraud, abuse and automated form submissions, including reCAPTCHA verification on our forms;
• understand which pages, products and marketing sources help people, and which requests and orders complete (sections 3 and 9);
• meet legal, tax, warranty, insurance and accounting obligations and enforce our agreements.

We do not use your information for any purpose that is incompatible with these, and we do not use it to make automated decisions that produce legal or similarly significant effects about you. An automated assistant may help you shortlist a product; the decision to buy, and the quote, are handled by people.

We use Google Analytics 4 (measurement ID G-G9HMWP3SYR) and our own records of how visitors use this site to understand what is working and to improve it.

Nothing is measured until you make a choice. Google’s consent settings start denied and the Google tag is not requested at all until you decide. Measurement and advertising are two separate permissions, recorded separately: allowing one never turns on the other, and an unanswered request is not consent.

Advertising and what reaches an advertising platform

Advertising tags load only after you allow advertising. When they do:

• Google Ads receives advertising user data so a visit or an order can be credited to a campaign. With your advertising permission it may also receive a hashed, non-reversible form of the email address or phone number you gave us, so a conversion can be matched to the campaign that produced it (enhanced conversions). We send the hash, never the address itself.
• Meta receives page and event names, order value, currency and item count.
• Roku receives the same, and for server-side conversion delivery your IP address and user agent as well.
• Microsoft Advertising receives page and conversion events.
• Our partner advertising tag, used for classified and affiliate campaigns, receives only approved fields: the event name and, where relevant, order value, currency, item count, transaction reference and lead type. It receives our domain, not the page address.

All of them also receive your IP address and the browser information any web request carries. Google, Meta, Roku and Microsoft Advertising also see the address of the page you are on. Removing product detail from a signal makes a disclosure less specific; it does not make it absent.

No product names, product categories, product identifiers, cart contents, form entries or AI Product Advisor conversations reach an advertising platform, and no diagnoses, disability status or medical information are sent. We do not send your email address, or any other customer identifier, to Google as a user ID.

We also keep our own records of how visitors find us and what results, so we can tell which marketing works. Those records are described in section 10. Declining or withdrawing stops measurement and advertising for your browser and in our server-side delivery, and it never limits shopping, checkout, financing requests or contacting us.

We may use advertising and marketing technologies to measure campaign effectiveness and show relevant advertisements, including to people who have previously visited our website, where permitted by applicable law and advertising platform policies. You can manage applicable advertising preferences through our Privacy Choices page.

Our advertising appears on Google, YouTube, Facebook, Instagram and other platforms. Advertising platforms recognise a browser, application or device across sites and devices using cookies, pixels and permitted identifiers. None of our advertising tags load until you allow advertising, and turning advertising off stops them.

Platform policies we follow

Advertising platforms restrict advertising based on health-related information, and products for people with disabilities can fall within those restrictions. Where a platform limits or prohibits advertising in a category, or prohibits building an audience from a sensitive interest, we do not run that advertising. Nothing in this policy should be read as permission to use health-related information for advertising where a platform forbids it.

What stays with us

Our own business records connecting a visit, an inquiry, a quote and an order are described in section 10. They are not sold. Turning advertising off stops future advertising transmission; it does not delete order, accounting, warranty, service or marketing records we are entitled to keep.

You can change either choice at any time on the privacy choices page.

We use these categories. Some are needed to run the site; the rest are your choice.

• Necessary — cart contents, the session that keeps you signed in, your saved consent decision, and security tokens for checkout and forms. These make the site work and do not require consent.
• Privacy preferences — We record your privacy choices so the website can remember whether you accepted or declined optional analytics and advertising. You can change these preferences at any time through Privacy Choices.
• Measurement — Google Analytics cookies, set only after you allow measurement. Declining or withdrawing removes them.
• Our own marketing records — the advertisement, campaign or link that brought a visitor to our site, kept in your browser for up to 180 days and in our own records so a later inquiry or order can be understood. This is our own record-keeping, not optional third-party tracking: it sends nothing to an advertising platform, and it does not depend on your analytics or advertising choice. Clearing your browser data removes the browser copy. Section 10 describes the business records it supports.
• Advertising — the Meta, Roku, Microsoft Advertising and partner tags described in section 3, loaded only after you allow advertising specifically. Allowing measurement alone does not load them.

Advertising platforms and our measurement providers may also set their own cookies once their tag has loaded, under their own policies. Your browser settings can block or clear cookies; blocking the necessary ones will stop checkout and sign-in from working.

Our Product Advisor is an automated assistant that helps narrow down products. Conversations are stored so we can follow up, keep quality high, and understand which questions we answer poorly.

• Advisor transcripts are stored on our own systems. They are not used to build advertising audiences and are not sent to advertising platforms.
• If you give contact details in a conversation, or ask for a callback or a quote, a lead record is created and our team may contact you — as you asked.
• The Advisor runs on our own platform with a language-model provider acting as our processor. It does not receive your contact details for its own purposes.
• Please do not type medical details into the Advisor; it does not need them and we do not ask for them.
• You can ask a person at any time. Anything you share with a person instead of the Advisor is handled the same way as any other inquiry.

You do not need an account to browse, request a quote or place an order. If you create one, we store your email address, a hashed password, and the record of what you have saved or bought.

• Saved vehicles and saved products — what you mark while signed in, and, for signed-in customers, what you had already saved as a guest once you sign in.
• Your vehicles and service history — vehicles attached to your account so you can see service appointments and inspection records.
• Account security — when you sign in, our server issues a session token that is kept in your browser’s local storage and presented with the requests that need it, not stored in a cookie your browser sends automatically. It expires 30 days after you sign in, is checked against your account on every request, and stops working when you sign out, change your password, or we disable the account. Sign-in attempts are rate limited, and you can change your password at any time from your account or through the reset flow.

You can ask us to close your account and delete its contents, subject to records we must keep for orders, tax, warranty and service (section 12).

Payments are processed by NMI, a payment gateway, and financing applications are handled by Affirm and by specialty mobility lenders where you choose to apply.

• Cards — entered into gateway-hosted fields, tokenized by the gateway. Your full card number and security code never reach our servers. We store the authorization result, the amount, the last four digits where the gateway returns them, and the transaction identifier.
• Financing — if you apply, the lender receives the application information you provide and makes its own decision under its own privacy policy. We receive the decision and the terms, not your credit report.
• Orders — we keep the order, its line items and configuration snapshot, addresses, and the payment reference, so the order can be produced, delivered, serviced, warranted and, if needed, reconciled.
• Fraud and duplicate-payment protection — we verify each charge with the gateway before an order is created, so a retry or a duplicate submission is caught before it can become a second charge.

We share only what each provider needs for its own part of the work. Providers that handle personal information for us are required to protect it, and each also operates under its own privacy policy, which we do not control:

• NMI — card processing and payment verification.
• Affirm and financing partners — financing applications you choose to submit.
• Google — Analytics 4 and Ads measurement, gated by Consent Mode and your decisions.
• Meta — a consent-gated pixel, with filtered event data only.
• Roku — a consent-gated pixel and server-side conversion delivery.
• Microsoft Advertising — a consent-gated UET tag.
• Salesforce — our customer and lead records, for our own sales and service work.
• ShopMonkey — service scheduling, repair and inspection records.
• Hosting, email, document and dashboard providers — running this site, sending you order, quote and service messages, and displaying our own internal reporting (including digital signage inside our office, which shows aggregate figures only).

We do not sell personal information for money. Where you allow advertising, the disclosures in section 3 reach our advertising platforms. They are used to measure whether campaigns produced visits and orders and, where permitted, to show relevant advertisements, subject to the platform restrictions described in section 4. You can change your advertising choice at any time on the privacy choices page. We may also disclose information where required by law, to protect our rights or safety, or as part of a sale or merger of the business, subject to this policy.

We keep our own records of how a visit, an inquiry, a quote and an order relate to one another, so we can tell which marketing works and prepare our internal reporting.

These are our own business records, separate from the optional advertising tracking described in sections 3 and 4. They are not sold. They are also kept for accounting, tax, warranty, service, dispute and fraud-prevention purposes, so turning advertising off stops future advertising transmission but does not erase them.

Figures reported by an advertising platform and our own order-level records are shown separately and are never added into a single total, because they measure different things.

We email and call you about what you asked us for: quotes, orders, delivery and installation, service and warranty, and account or password messages. Those messages are part of providing the product, and they are not affected by your analytics or advertising choice.

• Promotional email — only where you have asked to hear from us or entered a promotion that includes it. Every promotional message identifies who it is from and how to stop receiving it.
• Stopping messages — you can ask us to stop promotional contact at any time by replying to the message, calling (385) 279-4447, or using our contact page. We will still contact you about an active order or service.
• Reminders — if you leave items in a cart, we may email you once to offer help finishing the order. That message is about your own cart, not an advertising audience.

• Lead and inquiry records: up to 3 years from the last contact.
• Advisor conversation metadata: up to 24 months; transcripts are trimmed as described in section 6.
• Order, invoice and payment records: 7 years, for tax, accounting, warranty and dispute purposes.
• Service and repair records: 7 years from the last service.
• Website measurement data: 14 months in Google Analytics; our own aggregate reporting longer, without identifiers.
• Marketing records in your browser: up to 180 days, whether or not you allow analytics or advertising. Our own records follow the retention period of the inquiry or order they relate to.
• Consent records: kept as evidence of the decision you made, including after a withdrawal.

These are the periods we work to, not an automated guarantee. Deletion is carried out by staff — on your request, or in our periodic review — and there is no scheduled process that removes every record on a timer, so a past-due record can remain until that review reaches it. Where a period is not fixed by law we keep information only as long as we need it for the purpose it was collected for.

We use HTTPS everywhere, and passwords are stored only as one-way hashes. A customer sign-in uses a session token issued by our server, checked against your account on every request; your privacy-choice identity uses a server-issued HttpOnly cookie that page scripts cannot read. Staff access is restricted by role and recorded in audit logs, and payment processing keeps card numbers out of our systems. Access to customer records is limited to the staff who need it.

We do not claim that our systems cannot be breached, or that the security of a provider we use is perfect. No system is. If a breach affects your personal information we will notify you and the relevant authorities as the law requires.

Depending on where you live, you may have the right to:

• know what we hold about you and receive a copy of it;
• correct information that is wrong;
• delete information, subject to records we must keep by law;
• opt out of advertising, which controls what reaches Meta, Roku, Microsoft Advertising and our partner tag, on our privacy choices page — we do not sell personal information;
• limit the use of sensitive personal information — we do not use it beyond providing what you asked for;
• not be discriminated against for exercising any of these rights.

To make a request, call (385) 279-4447, email info@compassionmobility.com, write to 1819 N Main Street #9, Spanish Fork, UT 84660, or use our contact page. We will verify your identity before acting and respond within the period the law allows (usually 45 days). An authorized agent may act for you with written permission. If we cannot verify a request, we will tell you why.

Global Privacy Control. If your browser sends a Global Privacy Control or Do Not Track signal, we treat it as a refusal: advertising storage stays denied and measurement does not start without your separate, explicit choice. The privacy choices page shows whether a signal is being received.

Manage Your Privacy Choices

Compassion Mobility is based in Utah and serves customers across the United States. A state privacy law applies to a business only when it meets that law’s own thresholds, and those thresholds change. We do not assert that every state’s law applies to us, and nothing in this section is a claim that a particular statute governs your information. Where a law does apply to us, the rights and disclosures below describe how we meet it, and the same requests are honoured for any customer who makes them.

• Utah residents. You may request access to the personal data we hold about you, ask us to correct it, ask us to delete it, and obtain a copy of it. You may also opt out of targeted advertising and of the sale of personal data. We do not sell personal data. You can opt out of targeted advertising at any time on our privacy choices page, and we honour that choice.
• Sensitive data. Where state law treats mobility or accessibility information as sensitive, we use it only to provide the product or service you asked for.
• Appeals. If we decline a request, you may appeal by replying to our decision or calling (385) 279-4447. We will explain the outcome in writing.
• Other states. Residents of other states with comprehensive privacy laws may exercise the rights in section 14 by the same contact routes.

We do not knowingly collect the personal information of consumers under 16 for sale or sharing, and we do not sell personal information of any consumer.

This site is intended for adults. We do not knowingly offer accounts or services to children under 16, and we do not knowingly collect their personal information.

Some of our customers shop for a parent, spouse or child, and a family member may be present at a demonstration or a service visit. That does not make us a service directed to children, and we do not create profiles of minors.

If you believe a child has given us personal information, call (385) 279-4447 or use our contact page and we will delete it.

Our site links to manufacturers, lenders, review platforms and other sites we do not control, and manufacturers and lenders have their own privacy policies. Once you leave our site, or submit an application directly to a lender, their policy governs what they do with your information.

Reviews and video shown on our pages may be embedded from third-party services, which receive the request your browser makes for them. We do not control their cookies or their retention.

Our products are built for people with disabilities, so information you share with us — that you use a wheelchair, need hand controls, are shopping for a family member, or the equipment a request is about — can reveal a disability or health condition. We treat that as sensitive information.

• It is used to answer your question, specify the right equipment and provide service. Where the law gives you the right to limit our use of sensitive information to providing what you asked for, that right applies, and you can exercise it through the contact details below.
• Advertising platforms restrict advertising based on health-related information, and we follow those restrictions (section 4).
• You do not have to tell us why you need a product to get pricing. If a question feels intrusive, ask for a person and we will work around it.
• Help reading or using this policy. If you need it in another format, in larger text, or read to you over the phone, call (385) 279-4447 and we will help. The same number reaches a person who can act on a privacy request or an accessibility barrier on this site.

If we change our practices — for example by enabling a new advertising feature, a server-side conversion API or a new processor — we will update this page and the effective date before the change takes effect.

Material changes will be described on this page rather than made silently. Continuing to use the site after a change means the updated policy applies to your use from then on.

Questions about this policy, or a request about your own information, reach the same team. We will route a privacy request to someone who can act on it.

• Phone — (385) 279-4447
• Email — info@compassionmobility.com
• Mail — Compassion Mobility, 1819 N Main Street #9, Spanish Fork, UT 84660
• Hours — Monday to Friday, 9:00 AM to 5:00 PM Mountain Time
• Online — our contact page