Privacy policy

1. Information we collect

Information you give us

• Account details: name, email address, country (to show the right emergency number) and hashed password.
• Issues: the titles, descriptions, photos and videos you upload about problems in your home.
• Voice sessions: your spoken audio is streamed to our AI provider in real time. We store text transcripts of the conversation, not audio recordings.
• Camera snapshots you choose to share during a session.
• Feedback and messages you send us, such as session ratings and contact form messages.

Information collected automatically

• Usage records: token counts and costs for each AI call, session durations and outcomes.
• Safety events: records of when a safety check or the assistant flagged a hazard.
• Technical data: IP address, browser type and security logs used to protect your account.

2. How we use it

• To assess the safety of a repair and provide real-time voice guidance.
• To keep your history of issues and conversations so you can pick up where you left off.
• To meter usage, enforce budgets and show you transparent costs.
• To improve safety, for example by reviewing where hazards were flagged.
• To secure accounts, prevent abuse, and respond to your requests.

We don't sell your personal information, and we don't use it for third-party advertising.

3. AI processing

Descriptions, photos, snapshots and live audio are processed by our AI provider (OpenAI) to generate safety assessments and spoken guidance. We send this content through the provider's API under terms that restrict its use to providing the service to us. We ask the provider not to store triage requests beyond what's needed to process them.

4. Sharing

We share information only with service providers who help us run Fixwise (cloud hosting, file storage, email delivery, AI processing, website analytics), when required by law, or to protect someone's safety.

5. Retention

We keep your issues, media and transcripts until you delete them or your account. Usage and cost records are kept for accounting while your account exists. Security logs are kept for a limited period. When you delete your account, we delete your personal data from our active systems.

6. Your choices and rights

• Access and correct: view and edit your profile in Settings.
• Delete: delete individual issues (with their photos and transcripts), or your entire account from Settings.
• Other requests: depending on where you live, you may have rights to data portability or to object to processing. Contact us to exercise them.

7. Security

Passwords are hashed, connections are encrypted in transit, uploaded media is served only through short-lived signed links, and API keys for our AI provider never reach your browser.

8. Cookies and local storage

We use one essential, http-only cookie to keep you signed in securely. We use your browser's local storage to remember your theme preference and any problem description you haven't finished submitting.

We use Google Analytics to understand how people find and use our website (for example, which pages are visited). It sets cookies and collects information such as pages viewed, buttons clicked, the steps you complete (for example starting a call), errors you run into, approximate location, device and browser type. Signed-in visitors are identified to it only by an internal account number, never by name or email. We don't use it for advertising, and we don't send it the content of your problems, photos or conversations. You can opt out with Google's Analytics opt-out add-on or by blocking cookies in your browser. You can accept or decline analytics cookies at any time using Cookie settings at the bottom of any page; visitors in the EU, UK and Switzerland are not tracked unless they accept.

9. Children

Fixwise is not intended for anyone under 18, and we don't knowingly collect data from children.

10. Changes and contact

We'll post changes here and notify you of significant ones. Questions about privacy? Contact us and choose "Privacy".