Help me Fix Privacy Policy
Help me Fix Ltd is the legal entity that operates the Help me Fix app (the "App"). The "Service" provided by the App is intended for commercial use to facilitate video triage to property residents. The App continues to be developed and improved and is intended for use as is.
This page is intended to inform visitors to our site and users of the Service ("Users") of our policies concerning the collection, use, and disclosure of personally identifiable information ("Personal Information") (our "Privacy Policy" or this "Policy").
Any User of the Service is required to agree and accept to the collection and use of Personal Information as set out in this Policy. The Personal Information that we collect is used for providing and improving the Service. We will not use or share your information with anyone except as described in this Privacy Policy.
Data Processing Officer
Help me Fix Ltd is a subsidiary of Trade Innovation Limited and a member of the Trade innovations group (the Group).
The Group's Data Processing Officer (the DPO) is Ettan Bazil. The DPO can be contacted by email (legal@tradeinnovations.group) or at the following address: FAO Data Processing Officer, Trade Innovations Ltd, Suite 128, 186 St. Albans Road, Watford, WD24 4AS.
Information Collection and Use
To use the Service, we may require a User to provide us with certain Personal Information. This Personal Information may include (but not limited to): name, email address, postal address, telephone number, and photograph. The Personal Information that we request will be retained by us and used as described in this Policy.
We need this Personal Information to be able to identify the User and we rely upon the User providing their consent when accepting the Terms and Conditions. If a User does not provide their consent to the use of this information, then they should not accept the Terms and Conditions.
The Service also includes making calls over video which are shared and made available to Help me Fix's Engineers for the purpose of facilitating the Service. These video calls are also recorded and retained for the purposes of: preparing call reports, instructing further works, monitoring the quality of calls, improving how we can deliver the Service, and for staff training. Any Personal Information contained in these videos will be retained for a maximum period of 6 years but may be deleted sooner if required by the Group's Data Retention Policy or as otherwise agreed.
As part of Providing the Service, Personal Information may also be shared with: the User's Landlord, Help me Fix Engineers; and third-party data handlers for the purpose of User identification, facilitating the video calls, and facilitating the transfer of data.
We may also choose to contact Users for feedback on the Service. We will not share Personal Information for any other reasons than as stated above.
Log Data
To improve our delivery of the Service, the App may collect data and information about the device being used by the User (so called Log Data). This Log Data does not include Personal Information but may include information such as: the device's Internet Protocol ("IP") address, the device name, the device operating system version, and the configuration of the app on the device. This information is processed purely for the purposes of improving the stability of the App and to improve the Service.
Third-Party Data Handlers and Sub-Processors
We have set out below the third-party data handlers we use, all of which act as sub-processors in the delivery and enhancement of our Service. These sub-processors are essential in various functionalities and operations of our Service.
- Zapier: Used for automating workflows and integrating applications.
- Mailgun: Used for contacting users by email.
- Twilio: Used for messaging, voice, and video communications.
- Vonage: Used for messaging, voice, and other communication services.
- Microsoft: Used for data reporting, cloud computing, and other essential services.
We have reviewed the terms and conditions of service for all our sub-processors to ensure they adhere to data protection standards and practices in line with our own commitments and the expectations of our users. Before engaging with any new sub-processors or making changes to the existing ones, we will update this policy and notify our users.
Security
We value your trust in providing us with your Personal Information and we have adopted various means of protecting it, which include: use of access control and passwords; data encryption; performing security assessments and audits; and employee training on data protection and security.
Whilst we endeavour to do our best to protect your data, Users are reminded no method of transmission over the internet, or method of electronic storage is 100% secure and reliable, and we cannot guarantee its absolute security.
Children's Privacy
The Service is not intended for use by anyone under the age of 13. We do not knowingly collect Personal Information from children under 13. If we discover that a child under 13 has provided us with Personal Information, we will immediately delete this information. If you are a parent or guardian and you are aware that your child has provided us with Personal Information, please contact us so that we can take necessary actions.
Contact Us
We value your opinion and would encourage you to get in touch with any complaints, questions or suggestions about our Privacy Policy. You have a number of rights under the Data Protection legislation, that include:
- Right of access to your data held by us
- Right to restrict processing of your data
- Right to rectify your data
- Right of portability of your data
- Right to request deletion of your data
- Right to withdraw your consent
If you'd like to exercise any of these right, or to get in touch about our Privacy Policy, please contact us at legal@tradeinnovations.group.
Trade Innovations Ltd are a registered data controller with the UK's supervisory authority, with registration number ZA765423. You can make a complaint to the Information Commissioner's Office using the link below:
Data protection and personal information complaints tool | ICO