FaultFixers Privacy Policy

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‍FaultFixers Technologies Limited
Last updated: 06 July 2026
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Part A – Website, Marketing & Business Contacts

1. Who we are
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‍This Website Privacy Policy explains how FaultFixers Technologies Limited (company number 08328746) (“FaultFixers”,“we”, “us”) collects and uses Personal Data when you visit our website or interact with us outside of using the FaultFixers software platform.

‍Registered Trading Address: The Frames, 1 Phipp Street, London, EC2A 4PS, United Kingdom.

Contact: privacy@faultfixers.com
Data Protection Lead: Thomas O’Neill (privacy@faultfixers.com)

2. What this policy covers

‍This policy applies to:

• visitors to faultfixers.com and related marketing pages,
• people who contact us (sales enquiries, demos, support queries),
• customer billing and admin contacts, newsletter/marketing recipients (where applicable),
• job applicants (if you apply via our site or email).

It does not cover Personal Data processed within the FaultFixers Platform on behalf of our Customers. Where FaultFixers processes Personal Data on behalf of a Customer, it does so as a data Processor in accordance with the applicable Customer agreement and the FaultFixers Data Processing Agreement.

3. Personal Data we collect (website and business interactions)

We may collect the following types of Personal Data:

A) Website usage data

• IP address, device information, browser type and settings
• approximate location (e.g. derived from IP)
• pages visited, time spent, referring page, and similar analytics events

B) Contact and enquiry data

• name, email address, phone number
• company name, job title
• details you include in messages (e.g. what you ask us to help with)

C) Customer admin and billing data

• account admin contact details
• invoicing and payment-related information (typically held by payment providers rather than directly by us)

4. How we use Personal Data and our lawful bases

‍We use Personal Data for the purposes below:

A) Operating, securing and improving our website
Purpose: website functionality, security, analytics, troubleshooting
Lawful basis: legitimate interests (operating and protecting our website)

B) Responding to enquiries and providing Customer support
Purpose: answering questions, arranging demos, providing support
Lawful basis: legitimate interests and/or contract (where the interaction relates to a contract or potential contract)

C) Managing Customer relationships and billing
Purpose: onboarding, account management, invoicing, renewals, service communications
Lawful basis: contract and legal obligation (e.g.tax/accounting)

D) Marketing communications
Purpose: sending product updates, newsletters, event invites, and similar
Lawful basis: legitimate interests or consent (depending on the type of marketing and applicable rules)

You can opt out of marketing at any time using the unsubscribe link in emails or by contacting us.

5. Cookies and similar technologies
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We use cookies and similar technologies for:
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• Strictly necessary functions (site security, load balancing, preferences)
• Analytics (to understand website usage and improve performance)
• (If used) Marketing cookies (to measure campaigns)

Where required by law, we will request your consent before placing non-essential cookies. You can also manage cookies via your browser settings.

6. Who we share Personal Data with
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‍We may share Personal Data with:

• service providers who help us operate our website and business (e.g. hosting, analytics, email delivery, CRM, support tooling),
• professional advisers (lawyers, accountants, auditors),
• courts, regulators, supervisory authorities, law enforcement agencies or other competent public authorities where required by law or where necessary to establish, exercise or defend legal claims, prevent or investigate crime or fraud, protect the rights, property or safety of FaultFixers, our Customers or others, or otherwise comply with legal obligations.

We do not sell Personal Data.

Further information about our Subprocessors, security certifications, technical and organisational measures and other privacy and security documentation is available via the FaultFixers Trust Centre.

7. International transfers

We may use service providers that process Personal Data outside the UK. Where this happens, we use appropriate safeguards such as:
• adequacy regulations (where applicable), and/or
• the UK International Data Transfer Agreement (IDTA) or other approved contractual safeguards.

8. How long we keep Personal Data
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We keep Personal Data only as long as necessary for the purposes described:
• website logs: typically retained for a limited period for security and troubleshooting,
• enquiries: retained to manage the relationship and for business record-keeping,
• billing records: retained as required by law,
• marketing: retained until you opt out (and then we keep a minimal suppression record to respect your choice).

9. Your rights
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Depending on your circumstances, you may have rights under UK data protection law including:
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• access to your Personal Data,
• correction of inaccurate data,
• deletion (in certain situations),
• restriction of processing,
• portability (in certain situations),
• withdrawal of consent (where processing is based on consent).
• objection to processing based on legitimate interests,

To exercise your rights, contact privacy@faultfixers.com.

10. Complaints

If you are unhappy with how we handle your Personal Data, you can complain to us. You also have the right to complain to the UK regulator, the Information Commissioner’s Office (ICO).

11. Changes to this policy

‍We may update this policy from time to time. We will post the updated version on our website and update the “Last updated” date above.
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Part B – FaultFixers Platform
‍‍FaultFixers Platform (Teams App & Reporter App)

1. Who this notice is for
This notice explains how Personal Data is handled when you use:

• the FaultFixers Teams App (mobile app and/or web app), and/or
• the FaultFixers Reporter App (mobile app and/or web app).

In most cases, FaultFixers processes Personal Data in the Platform on behalf of a Customer organisation (for example a care provider, managing agent, landlord, contractor, or facilities manager).

2. Roles: Customer as Controller, FaultFixers as Processor
For Platform data, the Customer organisation is usually the data Controller and FaultFixers is the data Processor.

That means:

• the Customer decides why and how Personal Data is processed in the Platform,

FaultFixers processes Personal Data only on the Customer's documented instructions and in accordance with the applicable agreement governing the Customer's use of the Services, including the FaultFixers Data Processing Agreement where applicable. If you have questions about why your data is being processed, or want to exercise your rights, you should contact the Customer organisation that invited you to use the Platform.

3. What Personal Data may be processed in the Platform
Depending on how a Customer configures the Platform, the Platform may process:

• name, email address, telephone number
• address or property identifiers
• issue reports and related updates (including free-text fields)
• system and audit logs related to Platform access and activity

Important: Customers should avoid entering special category data (e.g.medical information) unless they have a lawful basis and have configured their processes accordingly.

4. Why the Platform processes data
FaultFixers processes Platform Personal Data to provide the Platform Services to Customers, including:

• enabling users to report maintenance issues,
• notifying relevant agents and parties,
• tracking work and communications,
• maintaining security and auditability,
• providing Customer support and troubleshooting.

5. Legal basis (Customer-led)

The Customer organisation, as Controller, is responsible for identifying and communicating the lawful basis for processing Platform data (for example, legitimate interests in managing property maintenance, or contract).

FaultFixers processes Platform data as a Process or under contract with the Customer.
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6. Subprocessors
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FaultFixers uses carefully selected Subprocessors to support the delivery of the Services, including hosting, communications, monitoring and support services. Our current list of authorised Subprocessors is maintained within the FaultFixers Trust Centre. Customers are notified of changes in accordance with the FaultFixers Data Processing Agreement.

7. International transfers (Platform)

‍Where Personal Data is transferred outside the United Kingdom or European Economic Area, FaultFixers implements appropriate safeguards in accordance with applicable data protection laws, including the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses or other recognised transfer mechanisms where required.

8. Retention (Platform)
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‍Platform data is retained in accordance with the applicable agreement governing the Customer's use of the Services, the Customer's documented instructions and, where applicable, the FaultFixers Data Processing Agreement. Following termination of the Services, Customer Data is retained only for the applicable contractual retention period before being securely deleted, unless a longer retention period is required by law.

If you are an end user (Reporter/Occupier/Contractor), retention questions should be directed to the Customer organisation responsible for the Platform instance you are using.
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9. Your rights (Platform users)
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‍If you are using the Platform on behalf of, or at the invitation of, a Customer organisation:

• Requests to access, correct, delete, or otherwise exercise your data rights should be directed to the Customer organisation (the Controller).
• Where FaultFixers receives a request directly from a Platform user relating to Personal Data processed on behalf of a     Customer, FaultFixers will normally refer or forward the request to the relevant Customer, unless required by law to respond directly.

10. Contact
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• For Platform privacy requests: contact the Customer organisation that provided you access.
• For FaultFixers questions about this notice: privacy@faultfixers.com

11. Changes to this notice
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We may update this notice from time to time. We will make the latest version available where the Platform is accessed.

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