Privacy Policy

Effective Date: March 10, 2026 Last Updated: March 10, 2026

RepairOps (“we,” “us,” or “our”) operates the RepairOps platform, including the web application at app.repairops.com, customer portal, public status widgets, shop floor displays, REST API, and documentation site at docs.repairops.com (collectively, the “Service”). This Privacy Policy describes how we collect, use, disclose, and protect your personal information when you use our Service.

1. Definitions

Organization — A repair shop business account registered on RepairOps, identified by a unique org_id.
Staff User — An individual invited to an Organization with an assigned role (Owner, Manager, Front Desk, Tech, QC, Accounting, or Dispatcher).
Customer — An end-customer of an Organization whose device is being serviced. Customers interact via the Customer Portal using token-based authentication.
Personal Data — Any information that identifies or can reasonably be used to identify a natural person.
Data Controller — The Organization that determines the purposes and means of processing Customer data.
Data Processor — RepairOps, which processes Customer data on behalf of the Organization.

2. Information We Collect

2a. Information You Provide Directly

Staff Users (Account Data):

Email address (used for magic-link authentication and notifications)
Full name and display name
Role assignment within the Organization
Profile avatar (optional)
Phone number (optional, for SMS notifications)
Time zone and locale preferences

Organization Owners (Billing Data):

Organization name, address, and phone number
Billing contact email
Payment method details (processed and stored by Stripe; we do not store full card numbers)
Tax identification numbers (if provided for invoicing)

Customers (Repair Data — collected by the Organization):

Full name, email address, phone number
Device information (make, model, serial number, identifier)
Issue description and category
Photos and attachments uploaded during intake or diagnostics
Signature capture (pickup authorization)
Communication preferences (email, SMS, phone)
Marketing consent status, timestamp, and source

2b. Information Collected Automatically

Usage Data:

IP address, browser type, operating system, and device type
Pages visited, features used, and timestamps of actions
Referral URLs and search terms used within the application
Session duration and interaction patterns

Authentication Data:

Supabase Auth session tokens and refresh tokens
OAuth provider tokens (Google) — used only for authentication, not stored long-term
SSO/SAML assertion data (Enterprise tier only)
Magic-link email delivery status

Technical Data:

Error logs and crash reports
API request metadata (endpoint, method, response code, latency)
Background job execution logs (pg-boss worker)

2c. Information from Third Parties

Stripe: Payment confirmation, subscription status, invoice history
AI Providers (when enabled): Processed responses from OpenAI, Anthropic, Google, Groq, Mistral, or self-hosted Ollama — we transmit repair-related data to generate AI completions; provider data handling is governed by their respective privacy policies
iFixit: Publicly available repair guide content (no personal data exchanged)
BuildCores: Publicly available PC component data (no personal data exchanged)
Google OAuth: Email address and profile name (with your consent during OAuth flow)

3. How We Use Your Information

We use collected information for the following purposes:

3a. Service Operation

Authenticate users and manage sessions
Process repair tickets through the workflow lifecycle (intake through closure)
Deliver notifications via email, SMS, push, and in-app channels
Generate invoices, receipts, and financial reports
Manage subscriptions, billing, and plan enforcement
Operate the Customer Portal for status tracking, quote approval, and payments

3b. AI Features (When Enabled by Organization)

Parse intake data to auto-populate ticket fields
Generate diagnostic suggestions and repair summaries
Clean up technician notes for customer-facing communication
Produce AI weekly insights for managers
Power Knowledge Base Chat (RAG-based search and response)
Generate custom PC build configurations (System Builder)

Important: AI features are opt-in at the Organization level. Organizations choose their AI add-on tier and whether to use bring-your-own-key (BYOK) or RepairOps-managed credits. When using managed credits, data is transmitted to third-party AI providers (OpenAI, Anthropic, Google) for processing. We do not use your data to train AI models.

3c. Security and Compliance

Enforce Row-Level Security (RLS) to isolate tenant data
Maintain audit logs of sensitive actions (secret reveals, payment changes, role modifications)
Detect and prevent unauthorized access, fraud, and abuse
Comply with legal obligations, law enforcement requests, and regulatory requirements

3d. Service Improvement

Analyze aggregate usage patterns to improve features and performance
Monitor system health, uptime, and error rates
Conduct A/B testing on UI improvements (with anonymized data only)

We do not sell your personal information. We share data only in these circumstances:

4a. With Your Organization

Staff Users can access Customer data within their Organization and Shop scope, subject to role-based permissions. Owners and Managers have the broadest access; Techs see only assigned tickets.

4b. Service Providers

We use the following categories of service providers:

Provider	Purpose	Data Shared
Supabase	Database hosting, authentication, real-time subscriptions	All application data (encrypted at rest and in transit)
Stripe	Payment processing, subscription management	Billing contact, payment method tokens, invoice amounts
Postmark	Transactional email delivery	Recipient email, email content (invoices, notifications, magic links)
Twilio (or configured SMS provider)	SMS notifications	Recipient phone number, message content
DigitalOcean / AWS	Infrastructure hosting, S3 storage for backups	Application data, uploaded files, database backups
AI Providers (OpenAI, Anthropic, Google, Groq, Mistral)	AI task processing (when Organization enables AI features)	Ticket content, notes, diagnostic data — only the minimum required for the specific AI task
Vercel	Documentation site hosting	Access logs, IP addresses

All service providers are bound by data processing agreements and are prohibited from using your data for their own purposes.

4c. Legal Requirements

We may disclose information when required by law, subpoena, court order, or government request, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

4d. Business Transfers

In the event of a merger, acquisition, or asset sale, your personal information may be transferred. We will notify affected users before their data is transferred and becomes subject to a different privacy policy.

5. Data Retention

Data Type	Retention Period	Notes
Active account data	Duration of account	Deleted upon account closure request
Closed tickets	7 years after closure	Required for warranty, tax, and legal compliance
Audit logs	7 years	Immutable; required for compliance
AI request/response logs	90 days (default)	Configurable per Organization (Enterprise tier)
Communication logs	3 years	SMS, email, push delivery records
Backups	Per Organization retention policy	Default: 30 days; Enterprise: configurable up to 365 days
Voided tickets	1 year after voiding	Then permanently deleted
Customer portal tokens	90 days from issuance	Expired tokens are purged automatically
Marketing consent records	Duration of customer relationship + 3 years	Retained for audit compliance even after opt-out

Organizations on the Enterprise tier can configure custom retention policies and request compliance exports (CSV/JSON) of all data associated with their organization.

6. Data Security

We implement industry-standard security measures:

Technical Safeguards

Encryption at rest: AES-256 for database storage (Supabase/Postgres); AES-256-GCM envelope encryption for secrets (API keys, provider credentials) using REPAIROPS_DATA_KEY_B64
Encryption in transit: TLS 1.2+ for all connections (HTTPS, database, API)
Row-Level Security (RLS): Postgres RLS policies enforce tenant isolation at the database level using is_member(), has_shop_access(), and has_role() helper functions
Authentication: Passwordless magic-link (primary), optional password, Google OAuth, SAML 2.0/OIDC (Enterprise)
Two-Factor Authentication (2FA): Available for all Staff Users via TOTP authenticator apps

Organizational Safeguards

Role-based access control (RBAC) with 7 distinct roles and granular permission matrices
Audit logging on all sensitive operations (write_audit_log trigger on every tenant table)
Automated security linting in CI/CD pipeline
Regular dependency vulnerability scanning
Incident response procedures and breach notification protocols

Infrastructure

Hosted on SOC 2 Type II compliant infrastructure
Database backups encrypted and stored in geographically separate regions
DDoS protection and Web Application Firewall (WAF)
Rate limiting on API endpoints and authentication attempts

7. Your Rights

Depending on your jurisdiction, you may have the following rights:

7a. All Users

Access — Request a copy of your personal data
Correction — Request correction of inaccurate data
Deletion — Request deletion of your account and associated data (subject to retention requirements)
Portability — Request your data in a machine-readable format (CSV/JSON export)
Opt-Out — Unsubscribe from marketing communications at any time

Right to Erasure (“Right to be Forgotten”) — Subject to legal retention obligations
Right to Restrict Processing — Limit how we use your data while disputes are resolved
Right to Object — Object to processing based on legitimate interests
Right to Withdraw Consent — Withdraw consent for marketing or AI processing at any time
Right to Lodge a Complaint — With your local Data Protection Authority

7c. California Residents (CCPA/CPRA)

Right to Know — What personal information we collect, use, and disclose
Right to Delete — Request deletion of personal information
Right to Opt-Out of Sale — We do not sell personal information
Right to Non-Discrimination — We will not discriminate against you for exercising your rights
Categories of Information Collected: Identifiers, commercial information, internet activity, professional information, and inferences drawn from these categories

7d. Exercising Your Rights

To exercise any of these rights, contact us at privacy@repairops.app. We will respond within 30 days (or sooner if required by applicable law). We may ask you to verify your identity before processing your request.

Organizations can exercise data subject rights on behalf of their customers through the Settings > Compliance > Data Export panel, or by contacting us directly.

8. Marketing and Communications

RepairOps uses an opt-in consent model for all marketing communications. Marketing consent is:

Never pre-checked — All consent checkboxes default to unchecked
Captured with timestamp and source — We record when and where consent was given (intake wizard, customer portal, quote approval, staff profile edit, or POS)
Separately managed from transactional communications — Service notifications (repair status updates, appointment reminders, invoice receipts) are sent regardless of marketing consent
Revocable at any time — Customers can opt out via the portal preferences page, unsubscribe links, or by requesting through the Organization

Communication Channels

Email: Transactional (magic links, status updates, invoices) and marketing (promotions, seasonal offers)
SMS: Status updates, pickup reminders, appointment confirmations
Push Notifications: In-app alerts for Staff Users
Slack: Webhook notifications (Staff only, configured per Organization)

9. Children’s Privacy

RepairOps is not directed to children under 16. We do not knowingly collect personal information from children. If you believe we have inadvertently collected data from a child, please contact us at privacy@repairops.app and we will promptly delete it.

10. International Data Transfers

RepairOps is based in the United States. If you access the Service from outside the United States, your data may be transferred to, stored in, and processed in the United States. We rely on:

Standard Contractual Clauses (SCCs) for EU/EEA data transfers
Data Processing Agreements (DPAs) with all sub-processors
Adequacy decisions where applicable

Enterprise customers may request data residency in specific regions. Contact sales@repairops.app for details.

11. Cookies and Tracking

RepairOps uses the following cookies and similar technologies:

Cookie	Purpose	Duration	Type
`sb-access-token`	Supabase authentication session	Session	Strictly Necessary
`sb-refresh-token`	Supabase session renewal	7 days	Strictly Necessary
`theme`	Dark/light mode preference	1 year	Functional
`sidebar-collapsed`	UI state preference	1 year	Functional
`shop-context`	Active shop selection	Session	Functional

We do not use third-party advertising cookies, tracking pixels, or behavioral advertising tools. We do not participate in cross-site tracking or ad networks.

Analytics (when implemented) will use privacy-respecting, first-party analytics only. No data is shared with Google Analytics, Facebook Pixel, or similar services.

See our Cookie Policy for full details.

12. Third-Party Links

The Service may contain links to third-party websites or services (e.g., iFixit repair guides, BuildCores component data, Stripe billing portal). We are not responsible for the privacy practices of these third parties. We encourage you to read their privacy policies before providing personal information.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by:

Posting the updated policy on this page with a new “Last Updated” date
Sending an email to Organization Owners for significant changes
Displaying an in-app banner for changes that affect your rights

Your continued use of the Service after changes are posted constitutes acceptance of the updated policy.

14. Data Processing Addendum

Organizations that require a Data Processing Addendum (DPA) for GDPR, CCPA, or other regulatory compliance can access our standard DPA at Data Processing Addendum. Enterprise customers may negotiate custom DPA terms.

15. Contact Us

For privacy inquiries, data subject requests, or complaints:

Email: privacy@repairops.app
Postal Mail: RepairOps, Attn: Privacy Team, [Address]
Data Protection Officer: dpo@repairops.app (for EU/EEA inquiries)
Response Time: Within 30 days of receipt

For general support: support@repairops.app For sales inquiries: sales@repairops.app