Privacy policy
1. Who we are
Mobile PC Doctor is a trading name and is the controller of your personal information. We are at 103a London Road, Grays, Essex RM17 5YB. For anything in this policy, email support@mpcdoctor.com or call us on 07902 810090.
2. What we collect, and why
| Information | Where it comes from | What we use it for |
|---|---|---|
| Name, mobile number, email address | Website enquiry form, the app, phone and email | To reply to you, quote, arrange and carry out repairs and keep a record of the work |
| Details of your device problem, device make and model, what you tell us about it | Enquiry form, the app, phone and email | To diagnose and repair the device |
| Photos and files you send us | Enquiry form and the app | To see the fault. Please do not send photos that show people or private documents |
| Messages between you and us | Website, the app, text messages and WhatsApp (if you use it) | To discuss your repair and keep a record of what was agreed |
| Push notification token | The app, if you allow notifications | To tell you when we reply or your repair status changes |
| Payment information | Stripe, when you pay through the app or a payment link | To take payment. Stripe handles your card details. We never see or store your full card number |
| Technical data, such as your IP address | Automatically, when you use the website or app | Security, preventing abuse and spam, and keeping the service running |
Our legal reasons for using this information are: to take steps you ask for before and during a repair (contract); our legitimate interests in running and securing the business and keeping records of the work we do; keeping the records the law requires, such as accounts; and your consent where we ask for it, for example for push notifications and WhatsApp updates.
3. WhatsApp and text messages
We reply to enquiries by text message. The “Send me updates on WhatsApp” box on the enquiry form is optional and unticked. Ticking it records that you would like WhatsApp updates, but we only treat it as your consent once a message arrives from that number on WhatsApp. You can stop WhatsApp updates at any time by telling us.
4. Who we share it with
We do not sell your personal information. We use a small number of service providers to run the service, and they only process information on our instructions:
- Hosting and servers: Hetzner
- Payments: Stripe
- Text messages: Twilio
- Email delivery: Postmark
- Push notifications: Expo, Apple and Google
- WhatsApp messaging, if you use it: Meta
- AI-assisted intake, where switched on: Anthropic, which may process the text of messages you send us so we can organise your enquiry. A person makes every decision about your repair and your quote
Some of these providers handle data outside the UK. Where they do, we rely on the UK’s approved safeguards for international transfers. We may also share information where the law requires it, or where it is needed to protect someone from harm.
5. How long we keep it
- Enquiries that do not lead to a repair, with their photos and messages: up to 12 months.
- Repair records, messages and photos for customers: up to 24 months after your last repair or message.
- Invoices and payment records: 6 years, because tax and accounting law requires it.
- Push notification tokens: until you sign out, delete the app or ask us to delete your account.
After that we delete it or remove anything that identifies you.
6. Your rights
Under UK GDPR you can ask us to: tell you what we hold about you and give you a copy; correct anything wrong; delete your information; restrict or object to how we use it; and give you your information in a portable format. You can withdraw consent whenever consent is the reason we use it.
To use any of these, email support@mpcdoctor.com. To delete your account and the information linked to it, see delete your account. We reply within one month.
If you are unhappy with how we have handled your information, you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. We would appreciate the chance to put it right first.
7. Cookies and tracking
This website does not set cookies and has no advertising or analytics tracking. The enquiry form sends only what you type, plus a photo if you attach one. If that ever changes, we will update this page first and ask for your consent where the law requires it. The app does not use advertising identifiers.
8. Security
Information travels over encrypted connections and is stored on servers we control, with access limited to the people who need it. No system is perfectly secure, so if we ever learn of a breach that affects you, we will tell you and the ICO as the law requires.
9. Children
Our services are for adults and we do not knowingly collect information about children. If a child’s computer is being repaired, we only deal with the parent or guardian.
10. Changes
If we change this policy in a way that matters, we will update the date at the top and tell app users in the app.