1. Introduction

RepairDesk ("we", "us", "our") is a Shopify application that helps merchants manage repair tickets for their businesses. This Privacy Policy explains how we collect, use, and protect personal information when you use our application.

2. Information We Collect

When merchants install and use RepairDesk, we collect and process the following data:

Shop information: Shopify store domain, shop name, email address, and currency/timezone preferences.
Customer information: Names, email addresses, and phone numbers of customers whose items are being repaired. This data is entered by the merchant.
Repair details: Item descriptions, repair type, status, quotes, notes, and special instructions.
Photos: Images of items being repaired, uploaded by the merchant or their staff.
Support attachments: A screenshot or short screen recording a signed-in user deliberately adds to a support case. Users are asked to hide customer, payment and password details.
Communication logs: Records of email and SMS notifications sent to customers regarding their repairs.
Account and security data: Staff names and email addresses, roles, sign-in events, audit records, signed waivers, and technical information needed to prevent abuse and diagnose errors.
Payment records: Amounts, status and provider references. RepairDesk does not store full card numbers.

3. How We Use Your Information

Managing and tracking repair tickets
Sending status notifications to customers (email/SMS)
Generating quotes and invoices
Providing a public tracking portal for customers
Generating dashboard analytics for the merchant
Securing, monitoring and improving the service

For customer repair records, the merchant is normally the data controller and RepairDesk acts as its processor. We process merchant account data to perform our contract, security data for our legitimate interests, and optional website analytics or advertising only with consent. We may also process information to meet legal obligations.

4. Data Sharing

We do not sell personal information. Data may be shared with:

Shopify: As the platform provider, in accordance with Shopify's terms of service.
Hosting and operations: Railway and its database infrastructure host the application and operational data; Sentry receives limited diagnostic data when error monitoring is enabled.
Cloud storage: Repair photos are stored on Cloudflare R2 infrastructure. Support attachments are malware scanned and encrypted before their encrypted object is stored; they are retrieved only through an authenticated support route.
Messages and payments: Resend delivers email, Twilio delivers SMS or WhatsApp messages, and Stripe processes subscriptions or customer payments for standalone accounts. Shopify processes billing and draft-order checkout for Shopify merchants.
Optional integrations: Google verifies Google sign-in credentials when that option is enabled. QuickBooks receives accounting data only after a merchant connects it. Lightspeed Retail (X-Series) receives a repair customer's name, email or phone, the repair number and the amount to collect only after a merchant connects their Lightspeed store and sends a payment to its till.
Optional website measurement: Google Tag Manager, Google Analytics/Ads and Meta tags may receive device, network and interaction data only after a visitor accepts optional cookies.
YouTube training: The training centre uses local thumbnail images and does not contact YouTube until a visitor chooses Play. The player then loads from YouTube's privacy-enhanced domain. Google may process device, network, and interaction data under its own privacy terms.

5. Data Retention

Repair data is retained while the merchant uses the service and may remain for a limited period after an account is deactivated for support, security, legal, or business-record purposes. A merchant or customer may request deletion using the contact details below. We confirm the requester, the affected records, and any applicable retention obligations before deleting or de-identifying data. Do not treat uninstalling the app by itself as confirmation that every associated file has already been removed. Uninstalling deactivates the Shopify connection; a subsequent shop-redaction request removes the shop record and associated records. File removal is tracked separately from record deletion. Minimal recovery records contain internal identifiers and storage keys, not image contents, and currently have no automatic expiry so interrupted uploads and cleanup retries are not forgotten. Copies in provider backups expire under the provider's protected backup schedule and are not restored for ordinary use. Security, billing or legal records are retained only for as long as their purpose or applicable law requires. Support screenshots and recordings are deleted after no more than 30 days, or sooner when their support case or shop is deleted; the storage-deletion journal remains only to complete or retry removal of the encrypted object.

6. Your Rights (GDPR)

If you are a customer whose data has been entered into RepairDesk by a merchant, you have the right to:

Access: Request a copy of your personal data.
Rectification: Request correction of inaccurate data.
Erasure: Request deletion of your personal data or de-identification of associated records, subject to identity verification and any legal or operational retention obligations that apply.
Portability: Request your data in a machine-readable format.
Restriction and objection: Ask us to limit or object to certain processing.
Withdraw consent: Reject optional cookies at any time by clearing the saved cookie choice and revisiting the site.

To exercise these rights, please contact the merchant who manages your repair, or contact us directly using the information below.

7. Security

We use encrypted connections (HTTPS), authentication, and access controls to protect data. Webhook communications from Shopify are checked using HMAC-SHA256 signatures. No system can guarantee absolute security; merchants should use individual staff access, appropriate roles, and private sharing channels.

8. Cookies and embedded content

Essential storage supports security, sign-in, language, theme and consent choices. Optional analytics and advertising code is not requested until a visitor selects “Accept optional”. RepairDesk training videos are embedded only after the visitor presses Play. The iframe uses youtube-nocookie.com rather than YouTube's standard embed origin. Visitors may choose not to play embedded content and can review Google's privacy policy before interacting with the player.

9. International transfers and complaints

Some service providers operate outside Ireland or the EEA. Where required, transfers rely on an adequacy decision, standard contractual clauses, or another lawful safeguard. You may ask us for more detail. You may also complain to the Irish Data Protection Commission or your local supervisory authority.

10. Text messages to mobile numbers

Merchants using RepairDesk may text a customer's mobile number about that customer's own repair — a quote, an approval, a part arriving, or the item being ready to collect. These are service messages about a repair the customer has with that merchant. RepairDesk does not send marketing or promotional text messages, and mobile numbers collected for repair updates are never sold, rented, or shared with anyone for marketing purposes.

A number is only texted after the customer has given that merchant permission. Each merchant has its own permission page at repairdeskapp.net/sms/<merchant> naming that merchant and showing the exact wording agreed to. The permission is recorded against the number, together with the wording shown, the language it was shown in, and when it was given. A number with no recorded permission is never texted.

How often a customer hears from a merchant depends on the repair — typically a handful of messages between drop-off and collection. Message and data rates may apply.

Reply STOP to any message to stop receiving them. Reply HELP to any message for help; the merchant's own contact details are shown on its permission page above. Mobile numbers and the permission records that go with them are shared only with the messaging provider needed to deliver the message (Twilio, listed in section 4) and with no one else.

11. Contact Us

If you have questions about this Privacy Policy or wish to exercise your data rights, please contact us at: support@repairdeskapp.net