Privacy Policy

Help me Fix Ltd. acts as the data controller for the Help me Fix platform. Our Data Protection Officer (DPO) can be contacted at legal@tradeinnovations.group or by post at Trade Innovations Ltd, International House, 36-38 Cornhill, London, EC3V 3NG.

We collect the following categories of data:

• Account Details: Name, email address, phone number, postal address, and login credentials to set up and manage your account.
• Diagnostic Data: Photos, videos, descriptions of faults, and any data captured during calls. No biometric or emotional data are collected.
• Usage Logs: Device IP address, device type, operating system version, and performance logs to improve stability.
• Communications: Messages and feedback sent via the app, email, or WhatsApp. Messages we send, Feedback we request for internal product development, quality assurance, technical improvements or understanding customer preferences.
• Interactions of our Website: Page views, feature clicks, guide activity, poll responses, custom events Visitor ID (a unique identifier), account ID, and optionally email, role, or other custom attributes.

• Consent: When you voluntarily provide information or agree to data being used for training and improvement.
• Recognised Legitimate Interests: Processing necessary for emergency repairs, safeguarding, fraud prevention, and improving essential services.
• Contractual Obligations: Processing necessary to provide the services you request.

Users may opt out of AI-based processing and request a non-AI fallback (e.g., telephone support directly from the client). Automated decisions are not used to determine eligibility for housing or tenancy, and human review is always available.

Anonymised diagnostic data may be used to improve our AI model. You can opt out of your data being used for training. Training data are retained for a maximum of 24 months and are separated from identifiable data.

• Account and contractual data: Retained for six years for legal compliance.
• Call recordings and diagnostic data: Retained for 24 months or until the repair is resolved, then anonymised or deleted unless a legal obligation requires longer storage.
• Marketing and communications data: Retained until you withdraw consent or opt out.

We share personal data only as necessary with:

• Landlords/Housing Providers and Managing Agents: To coordinate repairs.
• Engineers and contractors: For diagnostics, guidance, and performing repairs.
• Subprocessors (e.g., Zapier, Twilio, Vonage, Mailgun, Microsoft): For communication, video services, and data reporting. We ensure they comply with UK GDPR and the DUAA.
• Regulatory bodies or law enforcement: When required by law.

No personal data are sold or shared for unrelated purposes. International transfers are carried out using approved safeguards (e.g., standard contractual clauses) and risk assessments.

You have the right to:

• Access, correct, or delete your personal data.
• Restrict or object to processing (including marketing).
• Port your data to another service provider.
• Withdraw consent at any time.
• Challenge automated decisions and request human intervention.
• Make a complaint to the Information Commissioner's Office (ICO).

We have adopted the DUAA "stop-the-clock" provision for subject-access requests: if we need further information to identify your data, the response time is paused until we receive it.

We use encryption, access controls, regular security assessments, and employee training to protect personal data. While we strive to provide robust security, no method of transmission is completely secure, and we cannot guarantee absolute security.

We review this policy at least annually or whenever laws change. The most recent version will be published on our website with the effective date. You will be notified of significant changes.

By continuing to use Help me Fix after the effective date of an updated policy, you agree to the revised terms. If you do not agree, you may stop using the service and request deletion of your data.