Privacy Policy

This policy explains what personal information Heavy Duty Mobility LLC collects through heavydutymobility.com, by phone, by chat and by email, how we use it, who we share it with, and the choices you have.

What we collect

Information you give us

• Your name, email, phone, billing and delivery address when you order, ask a question or start checking out
• Details about your order and delivery, such as the model, options, delivery instructions and any access limits at your home
• What you tell us in emails, calls, live chat, quote forms, returns and warranty claims, including photos and videos you send
• Information you choose to share about your needs, such as your height, weight or why you need a scooter, when it helps us suggest a model

Card, wallet and bank payments are handled by PayPal, including PayPal Pay Later and Venmo, by Stripe, including Affirm, Apple Pay, Google Pay and ACH bank payments, and by Amazon Pay. Klarna runs its own pay over time checkout. We do not store your full card number, security code or bank account number. We receive a confirmation of payment and the billing details we need for the order.

Information collected automatically

• Technical details from your device, such as IP address, browser, device type, pages viewed and the site you came from
• How you use our pages, including clicks and scrolling, recorded by Microsoft Clarity to help us fix confusing pages. What you type into forms is hidden from those recordings.
• Items added to your cart and what you enter at checkout before you finish, so we can save your cart and follow up on an unfinished order
• Cookies and similar tags, listed further down this page

Information from others

• Delivery updates from carriers and manufacturers
• Fraud screening results from our fraud prevention provider
• Approval decisions from Klarna or Affirm, without your credit details

A note on health information

Buying a mobility scooter or power wheelchair can suggest something about health. We use order details, and any height, weight or reason you choose to give us, only to recommend, sell, deliver and support that product, including when you buy for someone else. We never send height, weight or the reason for a purchase to advertising companies. When you buy, our Google and Meta tags learn only that a sale happened and its value, never the name of the product. We do not ask for medical records and we do not need them.

How we use it

• To process orders and payments, arrange delivery and keep you updated
• To handle returns, damage claims and warranty claims with manufacturers and carriers
• To answer questions by phone, email and chat
• To send one email about a checkout you started but did not finish. Staff who handle orders also receive those details. We do not call or text about an unfinished checkout.
• To send marketing emails if you signed up or bought from us, which you can stop at any time
• To measure and improve our ads on Google and Meta and to show our ads to people who visited our site
• To understand how people use the site and fix problems
• To prevent fraud, keep the site secure and meet tax, accounting and other legal duties

Who we share it with

• Manufacturers and warehouses that ship your order receive your name, delivery address, phone and order details.
• The carrier, whether a freight company, FedEx or UPS, receives your name, address, phone and delivery instructions. If you choose white glove delivery, the local mobility shop that sets up your scooter receives the same.
• If you send photos or videos for a damage or warranty claim, we send them to the manufacturer and carrier working that claim. The manufacturer handles in-home service and may use its own service company.
• PayPal, Stripe, Amazon Pay, Klarna and Affirm process payments and financing under their own privacy policies.
• NoFraud screens orders for fraud before they ship.
• Service providers run parts of our business for us under contract, including our web host, HubSpot (customer records), Brevo (marketing email), LiveChat (chat), CartBounty (saved carts), Google Workspace (email).
• Trustpilot shows the review widget on our pages. We do not send your name, email or order details to Trustpilot.
• Google Tag Manager loads the other tags on our site. Google (Analytics and Ads) and Meta receive information from tags on our site, such as the pages you view and purchases you make, linked to cookies or a hashed email. They may combine it with what they already know about you to show you ads. Microsoft Clarity records how pages are used so we can fix them, and is not used for ads.
• We give information to government bodies when the law requires it, use it to protect our rights in a dispute, and would pass it to a buyer of our business under the same protections.

Sale and sharing

We do not sell your information for money. Under California law and the laws of several other states, letting Google and Meta collect information through tags on our site for targeted advertising counts as “sharing” or a “sale”. You can opt out of that with the Your Privacy Choices link at the bottom of every page, or by sending a Global Privacy Control signal from your browser. Either one turns off the Google Ads and Meta tags in that browser.

We do not knowingly sell or share the information of anyone under 16.

Your choices and rights

Depending on where you live, you may have the right to know what personal information we hold about you, to get a copy, to correct it, to delete it, and to opt out of sale, sharing and targeted advertising. We offer these rights to every customer in the United States.

To make a request, email support@heavydutymobility.com or call (888) 233-5563. We confirm who you are by matching details we already hold, and we reply within 45 days. If a request is complex we tell you so within that time and reply within a further 45 days. You can use an authorized agent who has your written permission. If we turn down your request, reply to our decision to ask us to look again, and we will answer within 45 days. If we still say no, you can contact your state attorney general.

When you ask us to delete information, we delete what we do not have to keep. We keep records we need for tax, accounting, warranty, fraud prevention, a legal claim or an open order. Copies in backups are removed on the normal backup cycle.

We will not treat you differently for using these rights.

To stop marketing emails, use the unsubscribe link in any of them. You will still get emails about orders you place.

Calls, chat and texts

We record sales and support calls so we can get your order right and train our team. You hear that the call is recorded at the start of the call, before any recording. If you do not want the call recorded, tell us and we will turn recording off or help you by email. Live chat conversations are stored by LiveChat so we can follow up.

We text the mobile number you give us about your order, such as delivery scheduling and questions about the order. We do not send offers by text. Reply STOP to any text to stop them. Message and data rates may apply.

Cookies

Cookies are small files a website stores in your browser. We use these kinds.

You can block or delete cookies in your browser settings. The Your Privacy Choices link turns off the advertising tags in your browser. You can also manage Google ads at adssettings.google.com and Meta ads in your Facebook ad preferences.

Our site does not respond to Do Not Track signals, which browsers no longer use consistently. It does honor Global Privacy Control as explained above.

How long we keep it

Order, invoice, shipping, payment and warranty records are kept for 7 years after the order for tax law and warranty periods, then deleted or stripped of what identifies you. We never store full card numbers. Unfinished checkouts and saved carts are deleted after 12 months. Marketing contacts are kept until you unsubscribe. Emails, chat transcripts, call recordings and call notes are kept for 3 years, or longer while a dispute about that order is still open. Photos and videos sent with a claim are kept with the order record.

Security

We use encrypted connections, limit who can see customer records and keep our systems updated. No system is perfectly secure. If a breach affects your information, we will tell you as the law requires.

Children

Our store is for adults. We do not knowingly collect information from children under 13, and you must be 18 to place an order.

Changes

When we change this policy we update the date at the top. If a change affects how we use information we already hold, we will tell the people affected before it applies.

Contact

Heavy Duty Mobility LLC
2093 Philadelphia Pike #2899, Claymont, DE 19703 (mailing address)
(888) 233-5563
support@heavydutymobility.com