1) Scope

This Policy covers personal information collected via our website, renter accounts and checkout, customer support, van rental operations (including vehicle telematics), and our social media channels. It does not cover third-party sites we do not control.

2) Personal Information We Collect

• Account & identity: name, email, phone, hashed password, address; driver’s license and insurance information for renter vetting and eligibility checks.
• Rental & operations: reservation and rental history, wheelchair dimensions for securement fit, travel states, incident reports; vehicle telematics such as location, mileage, diagnostics, and fuel level used for service, safety, and claims.
• Payments: last4 digits, card brand, tokenized payment IDs (full card data is handled by our processor; see §7).
• Communications & marketing: email preferences, SMS consent status, support interactions.
• Technical: IP address, device/browser data, and cookie/analytics data (managed under our separate Cookies Policy).

3) How We Use Personal Information (Purposes)

• Provide and administer rentals, accounts, billing, and customer support.
• Safety, fraud prevention, and identity/eligibility checks (e.g., verifying license and insurance).
• Legal compliance and recordkeeping (e.g., responding to lawful requests).
• Marketing to our customers (email; optional SMS with proper consent) with opt-out controls; analytics to improve our services. (CAN-SPAM, 15 U.S.C. §7701 et seq.; TCPA/FCC rules for SMS.)

4) Sources of Information

We collect information from you; your devices; authorized drivers; our vehicles/telematics; and our service providers (hosting, analytics, payment, messaging, identity verification).

5) Disclosures & Recipients

We do not sell personal information. We may share with:
• Service providers/processors (e.g., hosting, analytics, email/SMS platforms, identity verification, payment processing).
• Affiliates and companies under common control with Vans of Hope for operations consistent with this Policy.
• Insurance carriers, claims handlers, law enforcement, or regulators as required by law or to protect rights and safety.
• Business transfers (e.g., merger, acquisition, financing).

Social media: We will not publish renter content without the renter’s specific permission. Website comments are disabled; renters cannot post public comments. We do not resell personal information; however, information may be used by companies owned by or affiliated with Vans of Hope as described above.

6) Retention

• Account data: while your account is active + 3 years.
• Rental agreements & billing records: up to 7 years for tax/legal obligations.
• Telematics: typically 12–18 months unless needed longer for safety/claims.
• Marketing opt-out status: retained to honor your opt-out.

We may retain information as needed to comply with law, resolve disputes, and protect our rights.

7) Payments & Security

We use a third-party processor, Stripe, to handle payments. We do not store full card numbers; Stripe processes card data and provides PCI DSS compliance tooling to merchants. See Stripe’s security and PCI program for details.

We maintain reasonable administrative, technical, and physical safeguards appropriate to the nature of the information; however, no system is 100% secure.

8) Children’s Data

Our services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If we learn we have collected such information, we will delete it. (Children’s Online Privacy Protection Act—COPPA, 15 U.S.C. §§6501–6506.)

9) Your Choices & Controls

• Email marketing: every marketing email includes an unsubscribe link. (CAN-SPAM).
• SMS: reply STOP to opt out; HELP for help. We only send marketing texts with prior express written consent; consent is not required to rent. (TCPA/FCC).
• Cookies/Ads: manage preferences via our separate Cookies Policy and banner; some ad/analytics cookies may be considered “sharing” for cross-context behavioral advertising under certain state laws.
• Account changes: you may update certain account information in your profile or by contacting us.

10) State Privacy Rights (Summary)

We are a small Illinois company and may not meet the thresholds to be a “business” under certain state privacy laws such as the California Privacy Rights Act (CPRA). If/when we do, California residents will receive required notices and rights (access, deletion, correction, and opt-out of sale/share). Regardless, you may always contact us to request access or deletion where feasible.

11) Illinois-Specific Security & Breach Notice

If a data breach involves Illinois residents, we will notify affected individuals without unreasonable delay. If a single incident affects more than 500 Illinois residents, we will also notify the Illinois Attorney General, consistent with the Illinois Personal Information Protection Act (815 ILCS 530/). We require service providers that handle Illinois personal information to maintain reasonable security.

12) Biometrics (BIPA)

We do not collect or use biometric identifiers (e.g., fingerprints, face geometry). If that ever changes, we will first comply with the Illinois Biometric Information Privacy Act (740 ILCS 14/) including prior written consent, a public retention/destruction policy, and limits on disclosure/sale.

13) International Data Transfers

We are U.S.-based. Your information may be processed in the United States and other countries by our service providers.

14) Changes to This Policy

We may update this Policy. We will revise the Effective Date and post the new version; material changes will be highlighted.

Contact Us

Vans of Hope, LLC
5433 N Campbell Ave, Chicago, IL 60625
info@vansofhope.com
773-299-1036