Your information should have a clear job.

Repair Geek collects the information you choose to submit so our team can operate support services, customer accounts and Ask Repair Geek.

Information we collect

Support requests may include your name, email, phone number, general location, selected support level, repair category and description. The secure portal stores messages, approved photos or PDF attachments, appointment requests and provider-referral choices. Passwords are stored only as secure password hashes. One-time support order records may include payment status, accepted-terms version, support-delivery timestamps, invoice references and a payment provider's reference identifier. Employee accounts create security, audit and work-session records.

How we use it

We use submitted information to review requests, contact you, provide secure support, schedule sessions, manage one-time purchases, document support activity, determine refund eligibility, improve service quality and protect the portal. Do not place passwords, payment card details, access codes or government identification in descriptions, messages, attachments or AI questions. Payment details should be collected only by the selected payment processor.

Ask Repair Geek

When a signed-in customer uses Ask Repair Geek, the paid diagnostic intake is sent to OpenAI to generate one structured repair plan and screen potentially harmful content. Repair Geek stores the diagnostic answers, generated assessment, difficulty and safety scoring, checklist steps and saved completion progress, model identifier, safety status, token-use totals, estimated API cost, technical failure and refund status, and any helpful or not-helpful rating the customer chooses to submit. This lets the customer revisit the plan and continue the checklist without another AI request, and lets Repair Geek operate payments, recover failed requests, measure answer quality, monitor cost, and prevent abuse. A privacy-preserving customer identifier is sent with each model request. Ask Repair Geek repair plans are not public forum posts. If the customer explicitly chooses human support and authorizes sharing, a limited diagnostic-and-answer summary is copied into the new private support case for assigned employees to review.

AI-assisted human support

Repair Geek may send the issue description, recent private case messages, and attachment names, categories, and customer-written captions to OpenAI to prepare an internal urgency and safety assessment, identify missing details, recommend next actions, and draft a possible staff reply. The attached photo or document contents are not included in this automated case assessment. Repair Geek stores the assessment, queue and retry status, model and token-use totals, estimated API cost, whether staff sent an edited AI-assisted draft, and whether the customer later marked the issue solved or requested more help. AI case drafts are not sent automatically: an employee must review and choose to send customer-visible guidance.

Notification choices

Customers may turn optional case-message, appointment, referral and case-status emails on or off in the portal. Repair Geek may still send essential password, security, verification, billing, purchase, privacy and legally required service notices. Notification preferences are stored with the customer account.

Service providers

Email delivery, hosting, OpenAI and any payment processor may process limited information for their specific services. Repair Geek limits these disclosures to what is needed to operate the applicable service.

Repair-provider referrals

Repair Geek does not send your case details to an independent repair provider until a proposed referral lists the information to be shared and you affirmatively approve it in the customer portal. You may decline without authorizing disclosure. After consent, only the listed fields should be shared for that request.

Customer feedback

Customers with resolved support cases may submit a rating and comments through the portal. Feedback remains internal unless the customer separately authorizes public display. Public comments are reviewed for personal information, privacy concerns and abuse before publication. Customers may choose a generic customer label instead of their first name.

Retention and choices

Records are kept only as long as reasonably needed for service, security and legal obligations. Signed-in customers may archive Ask Repair Geek conversations, export account data or submit correction and deletion requests through the privacy center. Removing an account also removes its AI conversation records and case-linked AI assessments, subject to operational and legal needs.

This policy draft should be reviewed by qualified counsel before launch, especially before accepting payments or operating a provider referral network. Repair Geek administrators can configure retention schedules for eligible attachments, audit events, archived AI conversations and read notifications.