Privacy Policy

Last Updated: March 16, 2026 | Compliant with UK GDPR

1. Introduction & Overview

At FixMyFault™ ("we", "us", "our"), operated by FIXMYFAULT™, we respect your privacy and are committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

FixMyFault™ operates as a marketplace platform connecting homeowners ("Customers") with local service professionals ("Trades"). To facilitate this, we must process certain pieces of personal data.

2. The Data We Collect About You

Personal data, or personal information, means any information about an individual from which that person can be identified. We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data: includes first name, last name, username or similar identifier, and title. For Trades, this also includes Government-issued Photo ID (e.g., Driving License or Passport) used strictly for verification purposes.
  • Contact Data: includes billing address, delivery address, email address, and telephone numbers.
  • Financial Data: includes payment card details (processed securely via Stripe; we do not store full card numbers on our servers).
  • Transaction Data: includes details about payments to and from you and other details of products and services you have purchased from us (e.g., subscription fees or micro-fees).
  • Technical Data: includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, operating system, and platform.
  • Job Data: includes descriptions of faults, photographs uploaded of home issues, and chat logs between Customers and Trades facilitated through the AlertVector™ engine.

3. How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • To perform the contract: Connecting Customers with Trades requires us to share specific details. Note: A Customer's full address and phone number are never shared publicly. They are only revealed to a singular Trade once the Customer actively clicks "Book this Trade".
  • For SMS Verification & Security: We use Two-Factor Authentication (2FA) via SMS (Twilio) to prevent fraud, spam, and bot activity.
  • To process payments: Managing subscriptions, micro-fees, and refunds.
  • For platform security: We utilise Cloudflare Turnstile to prevent automated attacks. This processes anonymised telemetry data to ensure you are a human.

4. Data Retention & Destruction

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements.

Trade Verification Documents: Once a Trade has been manually verified by our administration team, the uploaded Identity Documents and Public Liability Insurance certificates are securely purged from our active database to minimise risk, leaving only a "Verified" boolean flag on the account.

5. Your Legal Rights & Data Controls

Under UK GDPR, you have significant rights regarding your personal data. We have implemented automated tools to help you exercise these rights directly:

  • Right of Access (Subject Access Request): You can download a complete machine-readable copy of your personal data (Profile, Jobs, and Messages) at any time via your Settings > Privacy & Data panel.
  • Right to Erasure ("Right to be Forgotten"): You can initiate a permanent account deletion and data purge at any time via your Settings > Privacy & Data panel. Please note that some data may be retained for a limited period if required for legal, tax, or regulatory compliance (e.g., financial transaction records).
  • Right to Rectification: You can update your contact details and profile information directly through your account dashboard.
  • Right to Object/Restrict: You may request that we stop processing your data by contacting our DPO.

If you wish to exercise any rights that are not covered by our automated tools, please contact our Data Protection Officer at support@fixmyfault.co.uk. We respond to all valid requests within 30 days.