Privacy policy | The Appliance Mender

This policy explains how The Appliance Mender (“we”, “us”) uses personal information when you visit this website, book a repair, pay online or contact us. We are responsible for your information. Contact: theappliancemender@gmail.com.

What we collect

Booking details: your name, email address, service address and postcode, and your WhatsApp number if you choose to give it. A phone number is not required.
Appliance information: brand, model, age, fault description, error codes and any photos you send.
Payment records: the amount, date and status of payments, and the payment reference from our payment provider. We never receive or store your card details.
Enquiries and quote requests, and messages you send us on WhatsApp or by email.

How we use it and our lawful basis

To review, approve and carry out the repair you've asked for, take payment for it, and send booking emails such as appointment confirmations, reminders, quotes and changes (contract, or steps before entering one).
To reply to enquiries and quote requests, and to send one follow-up message after a completed repair (legitimate interests).
To keep records required for tax and accounting (legal obligation).

We don't sell your information, and we don't send marketing messages or add you to marketing lists.

Who processes it for us

Google (Google Sheets, Google Drive and Gmail), where bookings and photos are stored and booking emails are sent from.
Stripe, which processes card payments on its own secure page. Stripe handles your card details under its own privacy policy (stripe.com/gb/privacy).
WhatsApp. If you choose to message us on WhatsApp, WhatsApp (Meta) processes that conversation under its own privacy policy. We only use WhatsApp to talk to you about your enquiry or booking.
postcodes.io, which turns your postcode into an approximate location so we can work out the distance from Crewe. Only the postcode is sent.
Netlify, which hosts this website, and Cloudflare, which manages our domain name.

Your booking link

Your booking emails contain a private link to your booking page. Anyone with the link can see your booking status, appliance, area and amounts due, so please don't share it.

Photos

Photos you upload are stored privately and are only seen by us. Please avoid including people or personal documents in them.

How long we keep it

We keep booking, job and payment records for six years, for tax and accounting purposes. Enquiries and quote requests that don't lead to a booking are deleted after 12 months. Photos are deleted when we no longer need them for your repair, and in any case after 12 months.

Your rights

You can ask to see, correct or delete your information, object to its use, or ask us to restrict it. Contact us using the details above. If you're unhappy with how we've handled your information, you can complain to the Information Commissioner's Office (ico.org.uk).

Cookies

See our cookie policy.