Privacy Policy

Privacy Policy

We are committed to protecting your privacy in a manner consistent with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We collect and process your personal information on the legal basis of 'performance of a contract'. This means we require your data to perform the repair services you have requested and to communicate with you about them. 

1. Information We Collect

We collect only the essential information required to provide our repair services. The data we collect is limited to core business and work details and is not used for any other purpose, such as marketing.

Information you provide to us directly:

• Contact Information: We collect your name, phone number, and email address. This information allows us to communicate with you about your repair status, provide updates, and arrange for device collection.

• Device Information: We record your device's serial number or other unique identifier. This helps us accurately track and manage your device throughout the repair process.

• Device Login Details: To perform a complete diagnosis or repair, we may require a temporary login password or PIN for your device. We use this information solely to access the device's operating system to complete the requested service.

We do not have a mailing list and will not use your contact information to send you marketing materials or newsletters.

2. How We Use Your Information

We use the information we collect for the sole purpose of providing and managing our repair services. We do not use your data for marketing, and your information will not be shared with any third parties for their own purposes.

Specifically, we use your data to:

• Communicate with you: We use your preferred contact method (phone number or email) to provide updates on your repair status, notify you when your device is ready for collection, or discuss any issues that may arise during the repair process.

• Identify and manage your device: The device serial number, model, or other unique identifiers are used to track your device throughout the repair workflow and ensure we order the correct parts for your specific repair.

• Perform the repair and testing: If you provide a device password or PIN, we use it only to access your device to perform the agreed-upon diagnostic tests or repairs and to verify that the fix was successful. We do not access or browse any personal files or information.

• Customer Identification: Your name is used to identify you as the owner of the device for invoicing purposes and when you collect the device. This ensures we return the device to the correct person.

3. Data Sharing and Disclosure

We are committed to protecting your privacy and do not sell or rent your personal information to third parties. We only share the minimum amount of data necessary to provide our services and operate our business.

• Payment Processors: When you pay for your service using our card machine, your payment details are securely handled by our third-party payment processor. We do not store or have access to your full credit card information.

• Online Invoicing: We use QuickFile, a third-party service, for our invoicing. Your name and contact information are stored within this service for the sole purpose of creating and managing your invoices.

• Parts Suppliers: In some cases, we may use your device's model number or serial number to identify and order the correct replacement part from a supplier. This is a generic search and is not linked to your personal identity.

In addition, we may be required to disclose your information if legally compelled to do so, such as in response to a court order or other legal process.

4. Data Security and Retention

We take the security of your information seriously and have implemented measures to protect it from unauthorized access, use, or disclosure.

• Secure Storage: Your repair notes and forms are stored digitally as PDFs attached to your invoice within our secure online invoicing system, QuickFile.

• Physical Records: Physical copies of our intake and release forms are retained in a secure, locked location. These physical records may be kept for an extended period to aid in warranty claims or to comply with our legal and business obligations.

• Handling of Personal Files: We understand the sensitive nature of your personal files. Without your expressed permission, we will leave your files untouched and un-accessed. We will only access files if it is a necessary part of the service you have requested, such as a data recovery.

• Data Backups: Any backup of your personal data created during the repair process is done so locally only and is never stored on a cloud service or off-site server. These backups are for our use during the repair process only.

• Data Deletion: As stated in our Terms of Service, any backup of your personal data created during the repair process will be securely and permanently deleted from our systems no later than 24 hours after you collect your device. We use a cryptographically secure data erasure method to ensure this data is unrecoverable. This procedure is strictly for the protection of your privacy.

Your Rights and Choices

We are committed to helping you exercise your rights over your personal data.

• The Right to Be Informed: You have the right to know how and why we collect and use your data. This privacy policy serves that purpose.

• The Right of Access: You have the right to request a copy of the personal information we hold about you.

• The Right to Rectification: If you believe any of the information we have is inaccurate or incomplete, you can ask us to correct it.

• The Right to Erasure ('Right to be Forgotten'): You can request that we delete your personal information from our records. We will honor this request after a period of two months from the date your device was collected, as documented on your release form. This buffer period allows us to maintain a record for any potential warranty claims or follow-up service requests, which is a core business need. Please note that we cannot legally delete invoices due to our obligation to retain financial records for a period of six years for tax purposes.

• The Right to Restrict Processing: You have the right to ask us to restrict the processing of your personal data. Given that we only collect the minimum amount of data required to provide our service, this right only applies if you are disputing the accuracy of the data we hold. Since you verify and sign the accuracy of your data on our intake form, we will only restrict processing in the rare case that a dispute arises and we need to verify the information.

• The Right to Data Portability: This right does not apply to our business. We do not collect any personal data digitally from you, and our repair documentation consists of paper forms that are later scanned as PDF attachments to invoices. The right of data portability applies only to data provided digitally and processed by automated means.

• The Right to Object: You have the right to object to the processing of your data. However, as we process your data on the legal basis of 'performance of a contract', we may be unable to provide our service if you object to the processing of core business data.

• Rights in Relation to Automated Decision-Making and Profiling: We do not use your data for automated decision-making or profiling.

We do not use your information for marketing purposes, so there is no need to opt out of a mailing list. Your data is used exclusively for the purpose of your repair.

Requesting Your Information

To protect your personal information and prevent unauthorized access, we require a robust, in-person verification process for all data access requests.

1. Initiate a Request: You can begin this process by either emailing us or booking an in-person appointment.

2. Provide Identification: To ensure we are releasing your information to the correct person, you must provide a valid form of identification in person.

3. Secure Delivery: Once your identity has been confirmed, we will provide you with a paper copy of your information. Alternatively, we can email it to you at an email address you provide to us directly at that time. If you would like a paper copy, you must request this when booking your appointment due to the time it takes to compile and print the documents. These will then be released upon proof of ID.

6. Contact Information

If you have any questions or concerns about this privacy policy or our data practices, please contact us using the details on our dedicated Contact Us page.

7. Governing Law

This Privacy Policy and any disputes arising out of or in connection with it are governed by and construed in accordance with the laws of England and Wales.

Cookie Policy

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