Privacy Policy

Effective August 5, 2026. We version this document and keep prior versions available on request.

What we collect

You give us: name, phone number, email address, service address, appliance details, photographs you upload, and any access notes you provide such as gate codes or building instructions.

We collect automatically: pages viewed, referring site, approximate location derived from IP address, device and browser type, and interactions with our forms. We use a first-party analytics system on our own domain.

We never collect: payment card numbers or bank details. We do not process card payments online at all — invoices are settled directly with your technician on site by card (via card machine), Apple Pay, Google Pay, or Zelle, so no card data ever reaches our servers or database.

Why we collect it

To schedule and perform your repair, to invoice and take payment, to send appointment reminders and service updates, to honour warranty claims, and to improve our service. We rely on contractual necessity for service delivery and legitimate interest for analytics and service improvement.

Access notes and sensitive data

Access notes — door codes, alarm codes, building entry instructions — are encrypted at the field level in our database and are visible only to the technician assigned to your job and authorised dispatch staff. This information is treated as security-sensitive rather than merely private.

Who we share it with

Service providers who process data on our behalf under contract: Resend (transactional email) and our hosting and content-delivery provider. Analytics are first-party and run on our own domain. We use no payment processor and send no marketing SMS. We do not sell your personal information, and we do not share it for cross-context behavioural advertising without your opt-in.

Cookies and tracking

We use essential cookies for authentication and security, and analytics cookies subject to your consent. Our consent banner offers a genuine reject option that is honoured server-side, not merely visually. You can change your choice at any time.

How long we keep it

Customer and job records are retained for seven years to meet tax and warranty obligations. Analytics data is retained for 25 months. Email delivery logs are retained for 24 months. Session records expire after 90 days.

Your rights

Depending on where you live, you may have the right to access, correct, delete, or port your personal information, and to opt out of targeted advertising or the sale of personal information. New York, New Jersey, and Connecticut residents — the three states we serve — all have applicable rights, as do California residents. To exercise them, email hello@sosappliancesrepairs.com and we will respond within the period your state's law requires.

Where you request deletion, we will erase your personal information but must retain financial transaction records required by law. Those records are anonymised so they can no longer be associated with you.

Security

We use TLS 1.3 in transit and AES-256 encryption at rest, with field-level encryption for access notes. Staff accounts require multi-factor authentication and access is limited by role. We maintain an append-only audit log of administrative actions.

Children

Our services are not directed to children under 13 and we do not knowingly collect their personal information.

Changes and contact

We will post any changes here with a new effective date and, for material changes, notify you by email. Questions: hello@sosappliancesrepairs.com.