Privacy & Terms

Privacy notice

What CrashBot collects, why, who is responsible for it, who sees it and how long it is kept.

1Who we are

CrashBot is run by CRASHBOT LTD, a company registered in England and Wales (company number 17271583), registered office 66 Paul Street, London, England, EC2A 4NA.

Email

claims@crashbot.co.uk

WhatsApp

07346 730867

2How CrashBot works

CrashBot is a WhatsApp assistant for UK vehicle fleets. When a driver messages it, CrashBot matches the vehicle registration to the fleet that runs the vehicle — the driver’s employer, or the company they rented or hired it from — and then asks a fixed, pre-written set of questions for the situation: an accident, an accusation of damage the driver denies, a breakdown, or a general question.

The answers, photos and videos become a PDF report and an evidence pack that the fleet sees in its secure CrashBot fleet portal. Fleets also use the portal to keep a list of their vehicles, record who is driving them, send drivers WhatsApp messages about their hire, and ask a driver to report an incident.

Before a report begins, CrashBot tells the driver which company the report is going to, and that the information and photos — including details of anyone else involved — will be shared with that company and its insurer, with a link to this page.

CrashBot works in English only.

3Who is responsible for your information

Data protection law gives organisations one of two roles. The controller decides why and how personal information is used. A processor handles it on the controller’s behalf, only on its instructions.

The fleet is the controller, and CrashBot is its processor, for:

• everything sent through the WhatsApp chat — incident and breakdown reports, photos, videos and locations;
• the PDF reports and evidence pages made from them;
• everything the fleet puts into or does in the fleet portal — vehicles, drivers, hires, report requests, claim notes and settlement details;
• the WhatsApp messages CrashBot sends to drivers for the fleet, such as hire messages and report requests.

CRASHBOT LTD is the controller for:

• enquiries and bookings made through this website, or sent to us by email or WhatsApp;
• our business dealings with our fleet customers;
• fleet portal user accounts, and the security and audit logs we keep to protect CrashBot;
• reports we cannot match to a fleet that uses CrashBot, until they are passed to the right company or deleted (see section 11);
• our offline evidence copy, to the extent we use it for our own purposes — such as dealing with a complaint, a dispute or a legal claim, or meeting a legal obligation (see section 11).

If your question is about a report, please contact the fleet first, because it controls that information. You can also contact us and we will pass your request on.

4What the WhatsApp chat collects

What is collected depends on what happened and on the answers given. A report can include:

About the driver

• your WhatsApp number and WhatsApp profile name;
• the vehicle registration and, if it does not match a fleet, the company name you type;
• photos of the front and back of your driving licence, which show your name, address, date of birth and licence number. If you skip them, you are asked for your full name instead.

About the incident

• the date and time — recorded automatically if you report from the scene;
• where it happened: your current location sent with WhatsApp’s location button, a pin you drop on our map page, a Google Maps link you send, or a road and town you type;
• what happened in your own words, who you hold at fault and why, the road layout, the damage, whether your vehicle can be driven safely, and whether recovery was needed;
• whether emergency services attended, and any police officer’s name, police reference and crime reference number;
• photos and videos of the vehicles, the damage and the scene, and larger files (such as dashcam or phone footage) sent through our secure upload page.

About other people

• other drivers and riders, passengers, pedestrians, cyclists, horse riders, people using e-scooters, e-bikes or mobility scooters, witnesses, neighbours, and the owners of property, animals, CCTV or doorbell cameras: their names, mobile numbers and email addresses where given, vehicle registration, insurer and policy number, the country and green card details of a foreign vehicle, and a photo of the front of their driving licence or ID if one was taken;
• photos of their vehicles or property, and vehicle details (make, colour, year, tax and MOT status) looked up from the DVLA for UK registrations.

Sensitive information

• Injuries (health information): whether anyone was hurt or says they were, who, which part of the body, how seriously, whether anyone was knocked unconscious or taken by ambulance, whether blood was visible, and whether helmets or hi-vis were worn. Some answers, such as the use of a mobility scooter, may also reveal health information.
• Children: the age of other people involved and of passengers. If someone is under 18, a parent’s or guardian’s contact details are asked for as well as theirs. Witnesses must be 18 or over — CrashBot does not record witnesses under 18.
• Possible offences: crime reference numbers, accusations (for example of damage the driver denies) and descriptions that may suggest an offence, such as a hit-and-run.

This information is used only for dealing with the incident and any claim, and only the fleet and the people it chooses to share the report with can see it.

Breakdowns

• the problem, a photo of a warning light or flat tyre, a video of a noise (only if it is safe to record), whether the vehicle can be driven, your location, and whether recovery was arranged.

The chat itself

• a transcript of the conversation and your stored answers, when messages were sent, and whether CrashBot’s messages were delivered and read;
• if you use our pin page, it asks your browser for your device’s location — only if you allow it. Our pin and upload pages also use technical details such as your IP address and browser type to keep the service secure, for example to block abuse.

If you stop part-way

What you have already sent is not thrown away. If a report chat goes quiet, CrashBot sends what it has to the fleet as an incomplete report — after 2 hours of silence if you are at the scene, or 6 hours for a report made later. A breakdown chat ends after 30 minutes of silence, and what you gave still reaches the fleet. If you tap Wrong place, or type restart and choose to start over, what you had started is discarded and not sent.

5Information from fleets, portal users and website visitors

Fleet portal users (fleet staff)

• name, work email address, mobile number (for sign-in codes sent by WhatsApp) and role;
• your password, stored only as a one-way scrambled “hash” that nobody can read back;
• two-step sign-in details (authenticator app set-up and one-time backup codes), devices you choose to have remembered, your sign-in history and your notifications;
• a log of what you do in the portal, such as viewing, downloading, securing or sharing a claim, with the time, your IP address and your browser type.

What fleets add to the portal

• Vehicles: registrations, with make, colour, year, tax and MOT status looked up from the DVLA and refreshed automatically; where a vehicle is kept; and whether it has a dashcam.
• Drivers on vehicles: current and previous drivers’ names, phone numbers, dates and mileage.
• Hires (New Renter): the driver’s name and WhatsApp number, the vehicle, the dates, a rental reference, mileage and fuel range, pick-up and drop-off addresses, and condition photos. CrashBot sends the driver a WhatsApp message on the first and last day of the hire.
• Report requests: the driver’s WhatsApp number, the vehicle and the incident date. CrashBot sends the driver a WhatsApp message with a Begin Report button; it works for 12 hours and a request can be sent at most 5 times.
• Claims: notes, insurer and third-party references, who is handling the claim, and settlement details; saved addresses; and support messages sent to us through the portal.

Website visitors

• If you send an enquiry through our booking form, we receive your name, email address, fleet type and fleet size, and anything else you tell us. If you email or WhatsApp us, we receive your message and contact details.

6How it is used and who sees it

CrashBot uses report and portal information only to provide the service to the fleet:

• to ask the right questions and create the PDF report;
• to store the report and evidence securely and show them to the fleet in its portal;
• to alert the fleet’s managers by WhatsApp and/or email that a new report or breakdown has arrived. Alerts give the registration, the driver’s name and the date — or, for a breakdown, the road and town. No email or alert carries the report or the photos;
• to show the fleet reports that are still in progress, and to suggest a priority for each claim (for example, higher where someone may be hurt). The suggestion is shown as a suggestion; a person at the fleet confirms or changes it;
• to let the fleet download the evidence and, if it chooses, give its insurer a password-protected link to it;
• to look up vehicle details from the DVLA, and road and town names for a location;
• to send drivers the hire messages and report requests the fleet asks for;
• to fix problems, rebuild a report if needed, keep the service secure and prevent misuse.

Who can see it

• The fleet — its portal users, according to the role the fleet gives each of them.
• Whoever the fleet chooses to share it with — such as its insurer, broker, claims handler or solicitor. What they do with it is their responsibility.
• Authorised CrashBot staff, where needed to provide support, keep the service secure and meet legal obligations.
• Our service providers (section 9), only to provide their services to us.
• The police, courts or regulators, where the law requires it.

We never sell personal information, and we never use it for advertising or marketing or to train AI.

7Lawful basis

Report and portal information (the fleet is the controller). The fleet decides the lawful basis — usually its legitimate interests in dealing with incidents, vehicles and insurance claims, its contract with the driver or hirer, and its legal obligations. For injuries and other health information, information about children and information about possible offences, the fleet also needs an extra condition under the UK GDPR and the Data Protection Act 2018 — usually that the information is needed to establish, exercise or defend legal claims, or for insurance purposes. CrashBot processes this information only on the fleet’s documented instructions.

Where CRASHBOT LTD is the controller:

• website enquiries and bookings — our legitimate interests in replying and running our business, or steps you ask us to take before entering a contract;
• portal accounts and security and audit logs — our legitimate interests in running CrashBot securely and preventing misuse, and our legal obligations;
• our offline copy, where used for our own purposes — our legitimate interests in dealing with complaints, disputes and legal claims (and, for health information, the legal claims condition), and our legal obligations;
• reports we cannot match to a fleet — our legitimate interests, and the driver’s, in getting the report to the right company.

8No AI and no automated decisions

CrashBot does not use artificial intelligence. Every question is pre-written, and the button you tap or the answer you give decides which pre-written question comes next.

CrashBot makes no decisions about people that have legal or similarly significant effects. It does not decide who was at fault, whether an insurer pays, or anything else about a claim — those decisions are made by people at the fleet, insurers, brokers, claims handlers and the courts. CrashBot works in English only and does not translate what you type.

9Our service providers

CrashBot uses these providers. Each one receives only what it needs to do its job for us.

When a page loads maps or fonts from Ordnance Survey, OpenStreetMap, Mapbox or Google, your browser connects to that provider directly, which shares your IP address (and, for maps, the area being shown) with it.

10Transfers outside the UK

Some of our providers are based outside the UK, for example in the United States, and we have not been able to confirm where each of them holds data. Their processing may therefore take place outside the UK. Where it does, it is protected by UK adequacy regulations or by appropriate safeguards (e.g. the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses).

11How long we keep it

Different information is kept for different lengths of time. CrashBot deletes it automatically on these schedules:

12Security

We protect the information we handle with, among other things:

• encrypted connections (HTTPS) for every page and upload;
• a private storage area that only CrashBot’s servers can reach, with files served through short-lived signed links;
• evidence pages protected by a code, and insurer links protected by a password;
• portal passwords stored only as scrambled hashes, and two-step sign-in (an authenticator app, a WhatsApp code or a backup code). A user can choose to skip the second step on a remembered device for up to 30 days — never for Admin accounts;
• automatic sign-out after 15 minutes of inactivity and after 12 hours at most;
• each fleet seeing only its own information, and a log of who viewed, downloaded or changed each claim;
• encrypted nightly backups, and an offline copy kept on an encrypted device;
• access by CrashBot staff only where needed.

No online service can be made completely secure, but we take proportionate steps to protect the information we handle.

13Your rights

You have the right to be told how your information is used (this notice), to get a copy of it, to have it corrected, to have it deleted, to have its use restricted, to object to its use and, in some cases, to have it moved to another organisation.

• Information in a report or in a fleet’s portal: the fleet is the controller, so please ask the fleet. If you contact us instead, we will pass your request to the fleet promptly and help it respond.
• Information we control (see section 3): email claims@crashbot.co.uk.

We will usually reply within one month, and there is normally no charge. We may need to confirm who you are first. Some rights have limits — for example, information may need to be kept for an insurance claim or legal proceedings. If your details were given to CrashBot by someone else (for example, you were the other driver or a witness), the fleet is responsible for telling you about it where the law requires.

14Cookies

This website uses no cookies or tools for analytics, advertising or tracking. It loads fonts from Google Fonts, and its WhatsApp and email links open those services.

The fleet portal and evidence pages use only strictly necessary cookies: to keep you signed in securely, to remember a device you chose to trust, and to let someone who has entered an evidence link’s password keep viewing it. They are not used for anything else. If we ever add non-essential cookies, we will update this notice and ask for your consent first where the law requires.

15Complaints

If you are unhappy with how your information has been handled, please contact the fleet (for report information) or us first, and we will try to put it right.

You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator: ico.org.uk · 0303 123 1113.

16Changes to this notice

We update this page when CrashBot changes. The date at the top shows when it was last updated.

Terms of use

The rules for using CrashBot — the WhatsApp assistant, the fleet portal, the evidence, pin and upload pages, and this website.

1About these terms

These terms apply to everyone who uses CrashBot: drivers using the WhatsApp assistant, fleet customers and their staff using the fleet portal, anyone who opens a CrashBot evidence, pin or upload page, and visitors to this website. “We”, “us” and “CrashBot” mean CRASHBOT LTD.

By using CrashBot you agree to these terms. If you do not agree, do not use it.

If your company has a signed agreement or order form with us, that agreement takes priority over these terms wherever they differ.

2Safety first

Your safety, and the safety of everyone around you, is your responsibility. CrashBot is designed to be used once you are safe.

You use CrashBot at the scene of an incident at your own risk. We are not responsible for injury, loss or damage caused by using CrashBot when or where it was not safe or lawful to do so. This does not limit any liability that cannot be limited by law (see section 8).

3What CrashBot is — and is not

• CrashBot is a tool. It guides you through pre-written questions, records your answers, photos, videos and location, and passes them to your fleet.
• It does not give legal, insurance, medical or any other professional advice, and nothing it says should be taken as advice.
• It does not decide who was at fault, whether a claim is accepted, or how much is paid. Those outcomes depend on fleets, insurers, brokers, claims handlers and courts, and we are not responsible for them.
• It does not notify insurers for you. The fleet decides whether and when to send a report to its insurer, and is responsible for meeting any insurer or legal deadline.
• A report is only as good as the information put into it. CrashBot does not check whether answers, photos or locations are true or complete.

4You are responsible for what you submit

• You are responsible and liable for all information, photos, videos and locations you send through CrashBot, and for making sure they are accurate, complete and honest to the best of your knowledge.
• Only send material that relates to the incident or problem you are reporting.
• You must have the right to share everything you send — including other people’s details and images, and footage from dashcams, CCTV or doorbell cameras. Collect other people’s details lawfully and respectfully, and do not send more than the report asks for.
• You must not send anything false, misleading, offensive or unlawful, or pretend to be someone else.
• A false or exaggerated insurance claim can be a criminal offence. A report that appears to be false or fraudulent may be passed to the fleet, its insurer and the police.

To the extent the law allows, we are not responsible for any loss caused by information, photos, videos or locations that are inaccurate, incomplete, unlawful, or shared without the right to do so.

5Fleet customers’ responsibilities

If you are a fleet that uses CrashBot (a “customer”), you are responsible for:

• how your drivers and portal users use CrashBot, and for keeping your portal accounts secure — including removing users who leave;
• having a lawful basis for the personal information CrashBot processes for you (you are the controller), including information about injuries, children and possible offences, and for giving your drivers, and anyone else you are required to, the privacy information the law requires — for example, telling hirers that you will message them on WhatsApp about their hire;
• the accuracy of what you enter in the portal, such as vehicles, drivers, phone numbers and hire details, and for having the right to send WhatsApp messages to the numbers you enter;
• what you do with reports and evidence — including downloading your own copy before it is deleted, sending reports to insurers, meeting insurer and legal deadlines, and any decisions about drivers, claims or liability;
• anything you share outside CrashBot, such as links and passwords given to an insurer.

CrashBot deletes evidence on a fixed schedule (see the privacy notice, section 11). Download and keep your own copy of anything you need, in good time.

6Acceptable use

You must not:

• use CrashBot for anything unlawful, harmful or fraudulent;
• try to get into accounts, data or systems you are not allowed to, or test, probe, overload or disrupt CrashBot;
• share your sign-in details or let anyone else use your account;
• send viruses or other harmful code;
• harass or abuse anyone;
• copy, resell or reverse-engineer CrashBot.

We may suspend or stop access to CrashBot — for a driver, a portal user or a fleet — if we reasonably believe these terms have been broken, or to protect the service, its users or anyone else.

7Availability

CrashBot is provided “as is” and “as available”. We work hard to keep it running, but we do not promise that it will always be available, uninterrupted, error-free or fast. It depends on things we do not control, including WhatsApp and Meta, mobile networks, the internet, your phone and its settings, and our service providers. Messages may be delayed or not delivered. We may change, update or pause parts of CrashBot, for example for maintenance or security.

Always have another way to record an incident, such as your phone’s camera and notes, and to contact your fleet.

8Our liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited under the law of England and Wales.

Subject to that:

• We are not liable for loss or damage caused by: information, photos, videos or locations that users submit; decisions made by fleets, insurers, brokers, claims handlers, courts or anyone else; a claim being refused, reduced or delayed, or a deadline being missed; using CrashBot when or where it was not safe or lawful; anything a fleet or its users share outside CrashBot; or delays or failures of WhatsApp, Meta, networks, devices or anything else outside our reasonable control.
• Fleet customers and anyone using CrashBot in the course of a business: we are not liable for any indirect or consequential loss, or for loss of profit, revenue, business, contracts, goodwill or anticipated savings, or for loss or corruption of data except where caused by our breach of our data protection obligations — whether in contract, tort (including negligence) or otherwise. Our total liability to a fleet customer arising out of or in connection with CrashBot is limited to the fees that customer paid us for CrashBot in the 12 months before the event giving rise to the claim.
• Drivers and private individuals: CrashBot is provided to you free of charge as part of a service to your fleet. We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, but not for loss that was not foreseeable, or for business losses. If you are a consumer, nothing in these terms affects your legal rights.

9Indemnity

If you are a fleet customer, you will indemnify us (that is, compensate us) for claims, losses, damages, fines and penalties (where the law allows them to be passed on) and reasonable costs, including legal fees, that arise from:

• misuse of CrashBot by you, your drivers or your portal users;
• information, photos, videos or locations submitted by you, your drivers or your portal users, including information about other people;
• your breach of these terms, or of data protection law as controller.

This does not apply to the extent the loss was caused by our own breach of these terms or our negligence.

10This website, prices and enquiries

Information on this website is general information only. It is not legal, insurance or claims advice. Prices on this website are indicative, exclude VAT unless stated otherwise, and are not an offer. Sending an enquiry or booking a walkthrough does not create a contract; the terms of the service are confirmed in writing. We may update the website at any time.

11Intellectual property

CrashBot, its name and logo, its questions and flows, the fleet portal and the content and design of this website belong to CRASHBOT LTD or its licensors. You may use them only to use CrashBot as intended.

You keep any rights you have in the photos and videos you send. You allow us to store, copy and process them as needed to provide CrashBot.

12Ending or suspending access

A driver can stop using CrashBot at any time by leaving the chat — anything already sent may still reach the fleet as an incomplete report (see the privacy notice, section 4). A fleet’s use of CrashBot ends as set out in its agreement with us. We may suspend or end access under section 6. Sections 4, 5, 8, 9 and 13 continue to apply after access ends.

13General and governing law

• If any part of these terms is found to be unenforceable, the rest still applies.
• If we do not enforce a term straight away, we can still enforce it later.
• Only you and we have rights under these terms. Nobody else can enforce them under the Contracts (Rights of Third Parties) Act 1999.
• We may update these terms; the date at the top shows the latest version. Continuing to use CrashBot after a change means you accept the updated terms.
• These terms, and any dispute about them or about CrashBot, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — except that a consumer living in Scotland or Northern Ireland may also bring proceedings in their local courts.

14Contact

Questions about these terms or our privacy notice:

Email

claims@crashbot.co.uk

WhatsApp

07346 730867

Post

CRASHBOT LTD, 66 Paul Street, London, England, EC2A 4NA

Company

Registered in England and Wales, no. 17271583