This Privacy Policy explains how The Repair Crew (“The Repair Crew”, “we”, “us”, “our”) collects, uses, shares and protects personal data in connection with our Gadget Support Plans, our helpdesk and related websites and services. We are registered as The Repair Crew, company number 16326863. Registered office: 2-4 Eastern Road, Romford, RM1 3PJ. Scope This policy applies to current and prospective members and anyone who contacts or interacts with us (“you”, “your”) in relation to our services provided by phone, remote desktop, online chat and our website. Key definitions Personal Data means any information that identifies or can be used to identify an individual. Special Category Data means personal data requiring extra protection (for example health data) under UK GDPR. Services means our technical support services delivered by phone, remote connection and Internet chat, and any related customer service. Who is the Data Controller? The Repair Crew Ltd is the Data Controller responsible for your personal data. Data we collect • Identity & Contact Data (e.g. name, postal address, telephone number, email) • Account & Contract Data (e.g. plan details, schedule, payment status, renewal and cancellation records) • Device & Technical Data (e.g. device identifiers, operating system/version, installed software details you choose to share during a support session, IP address, diagnostic logs) • Support Interaction Data (e.g. call recordings, chat transcripts, remote-session metadata, troubleshooting notes) • Usage Data (e.g. service usage, preferences and settings) • Marketing Preferences (opt-ins/opt-outs) How we collect data • Directly from you when you enquire, sign up, contact our helpdesk or use our services • Automatically via our systems during remote diagnostics and support sessions (with your permission) • From third parties as needed to deliver services (e.g. payment providers, repair networks) and to meet legal obligations How we use your data (lawful bases) We use your personal data to: • Deliver services, troubleshoot issues and manage your plan (Contract) • Communicate about service updates, renewals and billing (Contract/Legitimate Interests) • Verify identity, prevent fraud and secure our systems (Legitimate Interests/Legal Obligation) • Improve and monitor service quality, including call recording for training and assurance (Legitimate Interests) • Send marketing where you consent or where permitted (Consent/Legitimate Interests – you can opt out anytime) • Meet legal, regulatory and tax obligations, and establish or defend legal claims (Legal Obligation/Legitimate Interests) Sharing your data We may share personal data with trusted recipients strictly for the purposes above, including: repair networks, complaint handlers, postal service providers, auditors, external consultants, payment and financial transaction processors, credit providers, banks, crime and fraud prevention agencies and databases, and regulators. When required by law, we may also share data with law enforcement or public authorities. International transfers We primarily process data in the UK. If we transfer personal data outside the UK (or EEA), we use appropriate safeguards such as International Data Transfer Agreements (IDTAs) or Standard Contractual Clauses, plus additional measures where needed, to protect your information. Retention To protect our legal position, we retain personal data for a minimum of 7 years after the expiry of your service period, and longer where required by law or to establish, exercise or defend legal claims. After retention periods expire, we securely delete or anonymise data. Security We apply technical and organisational measures appropriate to the risk, including access controls, encryption in transit where applicable, least-privilege practices and staff training. No system is perfectly secure; we continuously improve our safeguards and investigate potential incidents. Your rights You have rights under UK data protection law, including: • Access your data and receive a copy • Rectify inaccurate or incomplete data • Erase data in certain circumstances • Restrict or object to processing, including for direct marketing • Data portability in certain cases • Withdraw consent where processing is based on consent (this won’t affect prior lawful processing) To exercise these rights, contact us using the details below. We may need to verify your identity before acting on a request. Cookies and similar technologies Our websites may use cookies or similar technologies for essential functionality, analytics and preferences. See our Cookie Notice on our website for details and how to manage your settings. Children Our services are intended for adults. You must be at least 18 years old to enter into a plan with us. Automated decision-making We do not make decisions about you based solely on automated processing that produce legal or similarly significant effects. If this changes, we will provide meaningful information about the logic involved and your rights. Marketing We may send you information about products or services if you have consented or if permitted by law. You can opt out at any time by following the unsubscribe instructions in communications or by contacting us. Complaints We aim to resolve concerns quickly. Please contact our Helpdesk first. You also have the right to complain to the UK Information Commissioner’s Office (ICO): Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. Phone: 0303 123 1113. Website: www.ico.org.uk How to contact us For privacy queries or to exercise your rights, contact our Helpdesk on 03300 270 571 or write to: Data Protection, The Repair Crew Ltd, 2-4 Eastern Road, Romford, RM1 3PJ. You may also contact us via email using the contact details provided on our website or in your plan documents. Changes to this Privacy Policy We may update this policy from time to time. Material changes will be communicated where appropriate (for example by email or prominent notice on our website). The latest version will always be available on our website. Company information The Repair Crew is a trading name of The Repair Crew Ltd. Registered in England and Wales. Company registration number: 16326863. Registered office: 2-4 Eastern Road, Romford, RM1 3PJ.