Privacy notice: privacy.

1. Who we are

Repairity is software that repair shops, workshops and refurbishers use to book in, test, track and return devices. It includes the website at repairity.co.uk, the web app at app.repairity.co.uk, the Repairity iPhone app, Repairity Station for Mac and Windows, the Repairity Check apps and start-up image, and Repairity Print.

In this notice, "Repairity", "we" and "us" mean Repairity. "Shop" means a business that uses Repairity. To contact us about privacy, email [email protected].

2. Our two roles

How we handle information depends on whose it is.

• If you're a customer of a shop, the shop decides what is collected about you and why. The shop is the controller of your information and we process it for them, on their instructions, under our agreement with them. Questions about your repair, or requests about your information, should go to the shop first. We'll help them answer.
• If you run or work for a shop, visit our website, or contact us, we decide how your information is used and we are its controller.

3. Information we hold

About shop customers (held for the shop)

• Name, email address, phone number and, for posted or collected repairs, the address to collect from and return to.
• The device: make, model, serial number or IMEI, its condition, the fault, accessories handed in, and photos the shop takes.
• The repair: quotes, approvals, parts used, prices, payments, notes, status updates, messages, warranty claims and signatures given at the counter.
• Device test results, where the shop tests the device (see section 5).
• Recordings and transcripts of counter conversations, only where the shop has turned this on and the customer has agreed (see section 6).
• What you do on the shop's customer pages, such as approving a quote or booking a repair online, with your IP address and the time.

About shop owners and staff

• Name, email address, role, the stores you work at, and a password. Passwords are stored only as a one-way hash, never in a form we can read.
• Your station PIN, if your shop uses PINs. It's stored hashed in the same way.
• What you do in Repairity, such as booking in, moving a repair on or adding a note, so the shop has a record of who did what.
• The phones and computers you sign in from, for the iPhone app, Repairity Station and Repairity Print. Each is identified so it can be signed out or removed.
• For the account holder: the business's name, its billing contact, its plan and its billing history. Card details go straight to our payment provider; we never see or store full card numbers.

About website visitors and people who contact us

• What you send us, such as your name, email address and message.
• Technical information your browser sends, such as your IP address, browser type and the pages requested. We use it to deliver the site and keep it secure, not to profile you.

4. Why we use it, and our lawful basis

For shop customers' information, the shop decides the purpose and the lawful basis, which is usually to carry out the repair you asked for. We use it only to provide Repairity to that shop.

Where we are the controller, we use information:

• To provide the service you or your business signed up for: accounts, sign-in, support and the features you use. This is necessary for our contract with you.
• To bill for it and keep accounting records. This is necessary for the contract, and keeping records is a legal obligation.
• To keep Repairity secure and working: preventing abuse and fraud, investigating problems and checking that apps are licensed. This is in our legitimate interest in running a safe, reliable service.
• To tell you about your account, such as when a trial is ending, a payment fails or something changes in the service. This is necessary for the contract.
• To answer you when you contact us. This is in our legitimate interest in replying to enquiries, or is a step you asked for before entering a contract.

We don't sell personal information, we don't use it for advertising, and we don't make decisions about anyone by automated means alone.

5. Device tests

Shops test devices with Repairity Station and the Repairity Check apps for iPhone, iPad, Android, Mac and PC. A test sends the shop's station the device's model, its software version, its hardware details (such as storage and battery health) and the test results, and the station adds them to the repair. When a phone is connected by cable, the station can also read its serial number, IMEI and parts information.

The camera, microphone, location, Bluetooth and NFC tests run on the device itself. Pictures, recordings, your location and anything on a card or tag are never saved or sent, only whether the test passed and measurements such as GPS accuracy. Repairity Check doesn't track you and has no advertising.

Repairity Station checks with us every few hours that it's licensed. It sends an identifier for the computer it runs on: a one-way hash of the computer's hardware id, so the id itself never leaves the computer.

6. Recordings, dictation and on-device processing

Shop staff can dictate notes in the Repairity iPhone app and, where the shop allows it, record a conversation with a customer at the counter. A conversation is recorded only after the member of staff confirms the customer has agreed. The recording and its transcript are attached to the repair, can be seen only by the shop's staff, and are never shown to the customer on the shop's customer pages.

Speech is turned into text, and booking details are suggested from it, on the iPhone itself, using Apple's built-in speech recognition and on-device models. The audio isn't sent to any speech or AI service for this.

7. Who we share it with

Shop customers' information is shared with the shop handling the repair. Beyond that, we use these service providers, which act only on our instructions:

• OVH: hosts our servers and databases, in the UK.
• Cloudflare: carries traffic to our websites securely, protects them from attacks, provides the check that stops automated sign-ups, and serves shops' own web addresses.
• Stripe: takes subscription payments and keeps billing details.
• Email delivery provider: sends emails from Repairity, such as repair updates and sign-in messages.

A shop can also connect other services to its account. When it does, the information those services need is sent to them on the shop's behalf. Depending on what the shop connects, they can include:

• text message providers: Twilio, Vonage or ClickSend;
• couriers and shipping platforms: Sendcloud or ShipStation;
• device checks and manufacturer services: CheckMend, the GSMA device database, Phonecheck, Blancco, Apple and Samsung repair systems;
• accounting software: Xero or QuickBooks;
• marketplaces: Back Market, refurbed or Refurbr.

Each of these handles the information under its own terms and privacy notice. We may also disclose information where the law requires it, to protect people from harm, or as part of selling or reorganising our business, in which case this notice would continue to apply.

8. Where it's kept

Repairity's data is stored in the UK. Some of our providers, such as Cloudflare and Stripe, and some services a shop chooses to connect, process information in other countries, including the United States. Where they do, the transfer is covered by UK adequacy regulations or by the UK's approved data transfer agreements, so the information stays protected.

9. How long we keep it

• Shop customers' information is kept for as long as the shop needs it for the repair, its warranty and its own legal records. A shop can delete a customer, or anonymise them where repairs must be kept, at any time.
• Staff accounts are kept while the shop's account is open. A shop can remove a member of staff at any time; the record of what they did on repairs stays with the repairs.
• A shop's account is kept while it subscribes. When a shop closes its account, we delete its data when it asks, and otherwise once it's no longer needed, apart from billing records.
• Billing records are kept for six years, as UK tax law requires.
• Technical records are kept briefly: files uploaded but never attached to a repair for 24 hours, label print data for 7 days, records of events published through our API for 30 days, and logs of connected services for 90 days.

10. Cookies and similar technology

We use only what the sites need to work. We don't use advertising or analytics cookies.

• A session cookie that keeps you signed in, and a security cookie that stops other websites submitting forms as you. Both end when you sign out or the session expires.
• For Repairity's own staff, a cookie that remembers a trusted computer for sign-in.
• Cloudflare's security check on sign-up and online booking forms, which may set its own cookies to tell people from automated traffic.
• Your browser's local storage, to remember choices such as linking the web app with your iPhone.

11. Keeping it secure

All connections to Repairity are encrypted. Passwords, PINs and access tokens are stored only as one-way hashes. Each shop's information is kept separate from every other shop's, and within a shop staff see only what their role allows. Repairity's own staff sign in to our back office with a second factor, and look at a shop's information only to support that shop or keep the service running.

If a breach puts your information at risk, we'll tell the shops affected without delay so they can act, and we'll tell anyone else we must.

12. Your rights

Under UK data protection law you can ask to:

• get a copy of the information held about you;
• have it corrected if it's wrong, or completed if it's incomplete;
• have it deleted, where there's no good reason to keep it;
• restrict how it's used, or object to it being used, including where we rely on our legitimate interests;
• receive it in a format you can take elsewhere, where that applies.

If you're a shop's customer, contact the shop that has your device first: they control your record and can act on most requests straight away. You can also email us at [email protected] and we'll pass your request to the shop or help them deal with it. We reply within one month.

If you're unhappy with how your information has been handled, please tell us so we can put it right. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.

13. Children

Repairity is for businesses and isn't meant for children to use. A shop may hold information about a customer under 18, for example when a parent books in a child's phone; the shop is responsible for handling it properly.

14. Changes to this notice

We'll update this notice when how we handle information changes, and change the date at the top. If a change matters to how a shop uses Repairity, we'll tell the account holder before it takes effect.