Privacy Policy

Because you deserve a secure environment

Last Updated: 13th August, 2024

RepairDesk, Inc. and its affiliates and subsidiaries (individually and collectively known as “RepairDesk”) respect your right to privacy, and we want you to be aware of how we collect and handle information on each website and mobile application on which we provide this Privacy Policy.

Your information privacy is important to us.

We provide this Privacy Policy to explain how we collect, use, protect, and disclose information and data when you use our websites on which this Privacy Policy is posted, (each, “this Website”), and our mobile applications (“Apps”), application programming interfaces, and other services offered by RepairDesk, and any other time you interact with RepairDesk (collectively, the “Services”). For clarity, in the event one of our websites, applications or services contains a privacy policy which varies from this Privacy Policy, the privacy policy on that website applies only to that website, application or service.

This Privacy Policy also explains your choices for managing your information preferences, including opting out of certain uses of your Personal Information (defined below).

Our Privacy Policy will update from time to time with the addition of more features, but we will inform you each time either by posting a detailed notice on the login page or through other methods.

This Privacy Policy applies to all users of this Website and the Services. This Website and the Services are provided by RepairDesk, Inc. (“RepairDesk”, “we”, “our”, “us”).

BY USING THIS WEBSITE OR ANY OF THE SERVICES, OR BY PROVIDING US WITH PERSONAL INFORMATION, YOU ARE CONSENTING TO THIS PRIVACY POLICY. PLEASE READ IT CAREFULLY.

Privacy Policy Summary:

Marketing Activities:

Information Gathering 

We collect information to provide better services to all of our users. We will only collect your personal information from you (i.e. not from any other person or source) by lawful and fair means and not in an unreasonably intrusive way. Maintaining the privacy of your information is of great significance to us. Users who register are assumed to provide contact information, such as name, company name, company address, phone number, e-mail address, billing details, and the number of users within the organization that will be using our Services. We may also ask for additional information, such as job title or additional company information.

When it comes to the collection of personal information from children under the age of 13 years old, the Children’s Online Privacy Protection Act of 1998 (COPPA) puts parents in control. The Federal Trade Commission, United States’ consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children’s privacy and safety online. We do not specifically market to children under the age of 13 years old. Our Website, products and Services are all directed to people who are at least 13 years old or older.

Personal Information we collect

Users may be asked for, as appropriate:

  1. Your name, e-mail address, mailing address, phone number, and other registration, contact and company information;
  2. Payment information including bank account information, credit card number, and debit card number;
  3. Device data including your internet protocol (IP) address, unique personal identifiers, online identifiers;
  4. Service data including your browsing, search and click history, including information about how you navigate within this Website and the Services and which elements of this Website and the Services you use the most, and ratings and reviews or other content you post on this Website or to the Services;
  5. Social Security/Insurance number, driver’s license number, state identification card number, insurance policy number, passport number or similar identifiers, social media user names, passwords and other security information for authentication and access, physical characteristics or description, medical information or health insurance information;
  6. Gender, age, employment information and salary information;
  7. Commercial information including products or services purchased or viewed on this Website or through the Services;
  8. Audio and visual information: your videos and photos, such as audiovisual content you upload to your user profile and other audio or video recordings initiated by us; 
  9. Inferences drawn from the categories described above in order to create a profile about you to reflect your preferences, characteristics, behavior and attitude; and
  10. Third party source data including profile information gathered from social networking sites, information that you have viewed or interacted with our content, avatars, email addresses.

Users may, however, visit our Website anonymously. We will collect personal identification information from users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except where it may prevent them from engaging in certain site-related activities.

Sources

We may collect personal identification information from users in a variety of ways, including, but not limited to, when users visit our Website, register for an account on the Website, place an order, fill out a form, respond to a survey, and in connection with other activities, services, features or resources we make available on our Website. 

Information we collect from Third Parties and Analytics Tool

We may collect information, including personal information, which others provide about you when they use our Website and Services, or obtain information from other sources (including social media networks) and combine that with the information we collect through our Websites and Services. Any information request regarding the disclosure of your personal information to us should be directed to such third parties.

We may use the tools described below (the "Analytics Services") to collect information about the use of our Websites and Apps, such as how often users visit us, what pages they visit when they do so, and what other sites they used prior to visiting us. We may also use others tools in the future to collect similar information for the same purposes. We use the information we collect from the Analytics Services to maintain and improve our service.

The Analytics Services we may use include:

  1. Zoho SalesIQ: Any use or sharing of your information about your visits to and use of our app or website is restricted by Zoho SalesIQ's Terms of Service, available at https://www.zoho.com/salesiq/terms.html, and Zoho SalesIQ's Privacy Policy, available at https://www.zoho.com/privacy.html. If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the link again.
  2. Amazon Quicksight: Any use or sharing of your information about your visits to and use of our app or website is restricted by Amazon QuickSight's Terms of Service, available at https://aws.amazon.com/service-terms, and Amazon QuickSight's Privacy Policy, available at https://aws.amazon.com/privacy.  If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the link again.
  3. Google Analytics: Any use or sharing of your information about your visits to and use of our app or website is restricted by Google Analytics' Terms of Service, available at https://marketingplatform.google.com/about/analytics/terms/us/, and Google Analytics' Privacy Policy, available at https://policies.google.com/technologies/partner-sites. If you do not want Google Analytics to track your data, you can install the Google Analytics Opt-Out Browser Add-On, available at https://tools.google.com/dlpage/gaoptout. If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the link again.
  4. Zipy: Any use or sharing of your information about your visits to and use of our app or website is restricted by Zipy's Terms of Service, available at https://docs.zipy.ai/legal/terms-of-service, and Zipy's Privacy Policy, available at https://zip.co/au/page/privacy. If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the relevant links again.
  5. New Relic: Any use or sharing of your information about your visits to and use of our app or website is restricted by New Relic's Terms of Service, available at https://developer.newrelic.com/terms/, and New Relic's Privacy Policy, available at https://docs.newrelic.com/docs/security/overview/. If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the relevant links again.
  6. HotJar: Any use or sharing of your information about your visits to and use of our app or website is restricted by HotJar's Terms of Service, available at https://www.hotjar.com/legal/policies/terms-of-service/, and HotJar's Privacy Policy, available at https://www.hotjar.com/legal/policies/privacy/. If you get a new computer, install a new browser, erase or otherwise alter your browser's cookie file (including upgrading certain browsers), the block will no longer be effective, and you will have to visit the link again.

Personal information Collected from Connected Third Party Messaging Apps or Platforms ("Third Party Platforms")

If you connect your third party messaging account to your account with us, we may collect certain information stored in your messaging account such as:

Facebook

We may allow you to connect a Facebook page or profile to your account with us, in which case we will access certain information from Facebook regarding your account. In particular, we may collect profile image, display name, username / page ID or profile ID, access tokens, sent posts. This includes the content of your post and engagement data (such as click rates, likes, re-shares, impressions, as well as general engagement counts), to the extent permitted by applicable law. This data will only be used by us to provide you with the Services you expect and it will not be shared with any third parties.

Google Business Profiles

We may allow you to connect a Google Business Profile to your account with us, in which case we will access certain information from your Google Business Profile regarding your account. In particular, we may collect profile image, display name, username / profile ID, access tokens, and sent posts.This data will only be used by us to provide you with the Services you expect and it will not be shared with any third parties and may include:

  1. Contact information, such as your name, email address, and phone number
  2. Profile information, such as your profile photo and status updates
  3. Business Information, such as your business name, addresses, and other information of your business account in Google. 
  4. Communication data, such as messages, inquiries and content you send or receive in Google Business Account.

Other Information we Track and Log

RepairDesk will be collecting certain information from users, such as Internet addresses. This information is logged to diagnose technical problems and to administer our Website in order to constantly improve the quality of our Services.

Edit your Personal Information

You can update or remove any or all of your personal information at any time by logging into your account and editing your personal information on the Settings page. You can view your updated profile in order to confirm that your edits have been made.

How and why we use your Information

RepairDesk uses the information that we gather to set up the Service for individuals and their organizations. We will use this information solely for fulfilling the purposes specified by us and for other compatible purposes. 

We collect and process your personal data for the following purposes and, if you are from the European Economic Area (EEA), the UK or Switzerland, on the following legal bases:

  • Providing and facilitating delivery of the Services and Website(s): We process your personal data to perform our part of the contract with you for use of our Services and Website(s) and to fulfill our obligations under the applicable terms of service. Where we have not entered into a contract with you, we process your personal data in reliance on our legitimate interests to operate and administer the Services and Website(s), for example, to create, administer and manage your account, to provide you with basic App features such as viewing and responding to messages, and to publish your content or messages on Third Party Platforms, i.e. we may use information that you send and receive through Third Party Platforms, and other information from these apps and platforms (such as your messages) in order to provide the Services. 
  • Communicating with you about the Services and providing customer support: We may send you service, technical and other administrative messages in reliance on our legitimate interests in administering the Services. For example, we may send you messages about the availability of the Services. We also process your personal data to respond to your comments and questions and to provide customer care and support.
  • Improving the Services and Websites: We process your personal data to improve, maintain and optimize the Services and Websites and to understand how you use the Services and Websites, including to monitor usage or traffic patterns and to analyze trends and develop new products, services, features and functionality in reliance on our legitimate interests, introduce personalized features and recommendations to personalize and improve your experience with the Apps and Services, and troubleshoot and fix technical issues.
  • Sending marketing communications: We process your personal data to send you marketing communications via email, post or SMS about our products, services and upcoming events that might interest you in reliance on our legitimate interests or where we seek your consent. Please see the "Marketing Activities" section below to learn how you can control your marketing preferences.
  • Registering office visitors: We process your personal data for security reasons and for the purpose of hosting your visit to the extent such processing is necessary for our legitimate interests in protecting our premises and confidential information against unauthorized access and the safety of our staff and office visitors.
  • Maintaining security of the Services and Websites: We process your personal data to control unauthorized use or abuse of the Services and Websites, or otherwise detect, investigate or prevent activities that may violate our policies or applicable laws, in reliance on our legitimate interests to maintain and promote the safety and security of the Websites and Services.
  • Displaying personalized advertisements: We process your personal data to advertise to you and to provide personalized information, including by serving and managing advertisements on our Websites and on third party sites, in reliance on our legitimate interests to support our marketing activities and advertise our products and services or, where necessary, to the extent you have provided your consent.
  • Carrying out other legitimate business purposes: including invoicing, audits, fraud monitoring and prevention.
  • Complying with legal obligations: We process your personal data when cooperating or complying with public and government authorities, courts or regulators in accordance with our obligations under applicable laws and to protect against imminent harm to our rights, property or safety, or that of our users or the public, as required or permitted by law.

In certain circumstances, we may collect your personal data on a different legal basis. If we do, or if we use your personal data for purposes that are not compatible with, or are materially different than, the purposes described in this notice or the point of collection, we will explain how and why we use your personal data in a supplementary notice at or before the point of collection. Where we refer to legal bases in this section we mean the legal grounds on which organizations can rely when processing personal data.

Please note these legal bases only apply to you if you are resident in the EEA, the UK or Switzerland.

If you have any questions about our legal bases for processing your personal data, please contact us at [email protected]

Retention and Transfer of your Personal Information; Sharing Information with Third Party Service Providers and Platforms

We will only retain your personal information no longer than necessary for the purposes for which it was collected. We take the privacy of our users seriously and do not store any of their messages or confidential data (i.e. their Client Content). All messages are processed in a runtime environment and are not retained. 

RepairDesk may share personal data with third parties and vendors that act as agents, business partners, consultants, and contractors ("Third Party Service Providers") and Third Party Platforms to perform tasks on behalf of and under our instructions such as technical support, client education, billing and payment processing, analytics, and communication, and to provide the Services, for instance, when you choose to link your Third-Party Platform account with your account with us. We only share the minimum information required by us to ensure the proper functionality of the Website and/or App. Such third parties must agree to use such personal information only for the purposes for which they have been engaged by RepairDesk.

RepairDesk recognizes potential liability in cases of onward transfer to third parties. RepairDesk will not transfer any personal information to a third party without first ensuring that the third party adheres to data protection principles.

Your personal information may be transferred to, stored, and processed in the United States or a country that is not regarded as providing the same level of protection for personal information as the laws of your home country. We have put in place appropriate safeguards (such as contractual commitments) in accordance with applicable legal requirements to provide adequate protection for your personal information.

If you are a resident of the EEA, the UK or Switzerland, we will protect your personal data when it is transferred outside of the EEA, the UK or Switzerland by processing it in a territory which the European Commission has determined provides an adequate level of protection for personal data; or otherwise ensuring appropriate safeguards are in place to protect your personal data.

Billing Information

Billing information that we collect through RepairDesk is used only to bill for our services and is not used for any marketing or promotional purposes.

Security

RepairDesk makes all efforts to pursue the standard security measures to help shield against the loss, exploitation, and alteration of the data we are in charge of. When our Websites are accessed, Secure Socket Layer (SSL) technology protects information using both server authentication and data encryption to help ensure that data is secure and accessible only to you. Our Services are hosted in a secure cloud environment to prevent access from intruders. RepairDesk provides the opportunity to choose unique user names and passwords that must be used each time a user logs on. These safeguards ensure the proper use of data, avert unauthorized access, and keep up data accuracy.

Being accountable for a user's information, RepairDesk has implemented proper technical and documentation procedures to protect your personal information from any kind of illegal loss, theft, leakage, or unauthorized sharing. Also, RepairDesk ensures that any person with whom the user's personal information is shared for the purpose of resolving any issue or providing any service will be subject to an obligation of secrecy. For further details, visit the RepairDesk GDPR Compliance link.

Cookies

RepairDesk uses cookies to recognize returning visitors. This helps us improve your user experience. We also use third-party tools to better capture your navigation data and enhance your user experience of our Websites. We may use other third-party tools in the future to collect similar information for the same purposes. These cookies and third-party tools, however, do not give us access to any of your personal identification information, other than that which you willingly shared with us through signing up. The purpose of using these third-party tools is solely to enhance user experience and improve our Services. You may disable cookies by changing your browser settings if you like. However, this may decrease your user experience for using our Websites. RepairDesk participates in advertising programs operated by third parties for which advertising and retargeting cookies are used. Advertising cookies allow us to make advertising more relevant for visitors to our site by showing adverts that users might be interested in seeing (based on other sites they have visited and previous browsing history) and avoiding showing adverts that they have already seen.

Retargeting cookies allow RepairDesk to advertise to visitors to our Websites via third-party websites. These third-party websites show their visitors advertisements for RepairDesk's Services based on the cookies which tell the third-party website that the user has previously visited RepairDesk's Websites.

Our use of cookies also means that data relating to traffic on our Websites and about the types of third-party websites that visitors to our Websites also visit are aggregated and shared with other participants in the third-party advertising program. The data that is shared does not contain any personal information and cannot be used to identify any individual visitor.

If you would like to delete cookies or instruct your web browser to delete or refuse cookies, you can change your cookie preferences by choosing the appropriate browser settings.

This Privacy Policy does not cover the use of cookies by any third-party links. RepairDesk will not be liable for the personal privacy policies on these sites. Please be aware that the privacy policies of these websites could vary from our own.

Compliance with Law 

If we are made aware that a RepairDesk user is using or has used our service to commit a crime, or if there is an emergency that poses a safety threat to you or to another person, we will notify and cooperate fully with the appropriate authorities.

Compliance with GDPR (General Data Protection Regulation) for EEA residents: Your Privacy Rights and Choices

RepairDesk is committed to protect your privacy and keep you updated with the latest protection policies. We will provide compliance with the GDPR policy from May 25th, 2018, to protect the privacy and personal information of European Economic Area (EEA) residents. We are responsible for acquiring your consent before collecting any personal information or data.

If you are a European Economic Area (EEA) resident, you have the following rights under the GDPR in respect of your personal information that we hold:

  • Right of access. You have the right to obtain:
  • confirmation of whether and where we are processing your personal information;
  • information about the categories of personal information we are processing, the purposes for which we process your personal information, and information as to how we determine applicable retention periods;
  • information about the categories of recipients with whom we may share your personal information; and
  • a copy of the personal information we hold about you.
  • Right of portability. You have the right, in certain circumstances, to receive a copy of the personal information you have provided to us in a structured, commonly used, machine-readable format that supports re-use or to request the transfer of your personal information to another person.
  • Right to rectification. You have the right to obtain rectification of any inaccurate or incomplete personal information we hold about you without undue delay.
  • Right to erasure. You have the right, in some circumstances, to require us to erase your personal information without undue delay if the continued processing of that personal information is not justified.
  • Right to restriction. You have the right, in some circumstances, to require us to limit the purposes for which we process your personal information if the continued processing of the personal information in this way is not justified, such as where the accuracy of the personal information is contested by you.
  • Right to object. You have a right to object to any processing based on our legitimate interests where there are grounds relating to your particular situation. There may be compelling reasons for continuing to process your personal information, and we will assess and inform you if that is the case. You can object to marketing activities for any reason.

If you are a resident in France, you also have the right to set guidelines for the retention and communication of your personal information after your death.

If you are concerned about the personal information collected as you use our services or would like to discuss or exercise rights you may have under this Privacy Policy or applicable law, you may contact us at [email protected]. If we are acting as a data controller with respect to the personal information at issue (e.g., personal information collected via our site and/or app), we will respond to your request directly. If we are acting as a processor of your personal information on behalf of a third-party data controller, then we will forward your request to the data controller to allow them to respond. If the third-party data controller then requests RepairDesk to facilitate your request with respect to any personal information with respect to which we are the processor, we will respond to the third-party data controller's request as quickly as is practicable under the circumstances. You may also contact the third-party data controller directly if you have questions about the personal information with respect to which it is the data controller.

Compliance with CCPA (California Consumer Protection Act) for California Residents

If you are a California resident, you may have the following rights:

  • Access. You may have the right to access the categories of personal information we have collected about you, the sources from which we collected that information, the business or commercial purpose for collecting your personal information, the categories of third parties with whom we share your personal information, the specific pieces of personal information we have collected about you, and the categories of personal information we disclosed for a business purpose.
  • Deletion. You may have the right, under certain circumstances, to request that we delete the personal information you have provided to us.
  • Non-discrimination. You have the right to be free from discrimination related to your exercise of any of your California privacy rights.

The categories of personal Information we collect are described below by reference to the statutory categories of Personal Information specified in the CCPA (California Civil Code section 1798.140):

  • Identifiers (excluding online identifiers), such as first and last names, email addresses, phone numbers, avatars, company name, your role in your company, social media profile information; photo ID that you provide if we ask you to verify your identity; and document signatures.
  • Commercial information, such as records of your transactions with us and services considered.
  • Financial information, such as your credit card information, billing and mailing address and other payment-related information.
  • Online identifiers, such as operating system type and version number, manufacturer and model; browser type; screen resolution; IP address; unique device identifiers; and Intercom-assigned user identifiers.
  • Internet or network information, such as the website you visited before browsing to the Intercom services; how long you spent on a page or screen; navigation paths between pages or screens; session date and time; activity status (including first seen, last seen, last heard from and last contacted); pages viewed; links clicked; language preferences; tags applied within customer accounts; and other information about your interaction with our sites and services, including the information described in our Cookie Policy.
  • Geolocation data, the approximate location associated with your IP address.
  • Professional or employment information, such as your job title and organizational affiliation.
  • California Customer Records (listed in California Civil Code section 1798.80), such as the Professional or employment information, Financial information, Commercial information and Identifiers listed above.
  • Sensory information, such as photos you choose to submit in our services and security camera footage captured in our offices.
  • Inferences drawn from any of the above information to create a profile reflecting your preferences, characteristics, and behavior.

The sources from which we collect these categories of Personal Information are described in Section 3 entitled Personal Information we collect. The business/commercial purposes for which we use these categories of Personal Information are described in Section 8 entitled How and Why we Use your Information. The categories of third parties with which we share these categories of personal information, including for business purposes, are described in Section 9 entitled Sharing Your Personal Information.

We do not sell your personal information in the conventional sense. However, like many companies, we use advertising services that try to tailor online ads to your interests based on information collected via cookies and similar technologies about your activity on ours and other online services. This is called interest-based advertising. The CCPA’s statutory definition of the term "sale" is broad and may include use of interest-based advertising services. You can get more information and opt-out of the use of cookies on our sites for interest-based advertising purposes by turning advertising cookies off in here. You will need to set that preference from each device and each web browser from which you wish to opt-out. Some of these features use cookies to apply your preferences, so if you clear all cookies from your browser, you will need to re-set your settings.

  • The above summary of how we collect, use and share Personal Information describes our practices currently and for the 12 months preceding the effective date of this Notice.

We do not sell your information

We do not sell your personal information in the conventional sense. However, like many companies, we use advertising services that try to tailor online ads to your interests based on information collected via cookies and similar technologies about your activity on ours and other online services. 

In order to protect your personal information from unauthorized access or deletion, we may require you to verify your login credentials before you can submit a rights request. If you do not have an account with us, or if we suspect that your account has been compromised, we may ask you to provide additional personal information for verification. If we are subsequently unable to confirm your identity, we may refuse your rights request.

In addition, there may be information we will not return in response to your request, such as information that could affect the privacy of others or violate legal requirements. Likewise, there may be reasons why we cannot comply with your deletion request, such as our need to keep your personal information to comply with a legal obligation.

You may use an authorized agent to submit a rights request. If you do so, the agent must present signed written authorization to act on your behalf, and you may also be required to independently verify your identity or your legal authority or ownership of the personal information with us.

In addition, California Civil Code Section 1798.83 permits users of our Services that are California residents to request certain information regarding our disclosure of personal information to third parties for their direct marketing purposes. To exercise any of the rights described in this section, please contact us at [email protected].

Change or Removal of Personal Information

If the personal information we've gathered from you changes or you no longer desire our Services, we will gladly update or remove any personal data you have previously provided to us. To request removal of your personal information, please contact our Data Protection Officer at [email protected].

Similarly, if we have collected and process your personal data with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent. If you choose not to provide certain information to us, this may limit your ability to use the Services.

You can also delete your account information and disconnect your Third Party Platform account connected with your account with us at any time through the App settings.

MARKETING ACTIVITIES 

Marketing Communications for Non-EEA Residents 

From time to time, you may receive marketing communications from us if you have requested information from us or purchased services from us and, in each case (unless you are a resident of the European Economic Area (EEA)), you have not opted out of receiving such communications. If you are a resident of the EEA, you will not receive such communications from us unless you have specifically opted in to receive them, as described further (EEA Residents) below. For some communications, we may use the personal information we collect about you to help us determine the most relevant marketing information to share with you.

Opt-Out 

You can ask us to stop sending you marketing messages at any time by contacting us at [email protected] or by using the contact information set forth below.

Third-Party Marketing 

We will get your opt-in consent before we share your personal information with any company outside RepairDesk's corporate family for marketing purposes.

EEA Residents 

If you are resident in the EEA, we will only send you marketing messages if you have given us your consent to do so. If you do not want to receive messages from us, you will be able to tell us by selecting certain boxes on forms we use when we first collect your contact details or by refusing or withdrawing your consent. You can also change your preferences later by clicking on the unsubscribe link at the bottom of our messages or by e-mailing us at [email protected].

Non-Marketing Messages 

Please note that if you do opt-out of or do not grant consent to receiving marketing-related messages from us, we may still send you non-marketing messages.

Affiliate Usage 

Your personal information may also be shared with any affiliates of RepairDesk, who may also use this information for the same purposes outlined in this Privacy Policy.

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