Privacy Policy

Introduction

FixBuddy Computer Equipments Repairing LLC (“FixBuddy,” “we,” “us,” or “our”) respects your privacy and is committed to handling personal data responsibly and transparently.

This Privacy Policy explains how we collect, use, store, disclose, and protect personal data when you:

• Visit or use the FixBuddy website.

• Create an account.

• Place an order.

• Purchase a product.

• Book a repair service.

• Submit a device for diagnosis, inspection, repair, return, or warranty service.

• Request pickup or delivery.

• Contact us by telephone, email, WhatsApp, social media, website forms, or other communication channels.

• Participate in a promotion, survey, or other FixBuddy activity.

• Otherwise interact with FixBuddy.

By using our website or services, you acknowledge that your personal data may be handled as described in this Privacy Policy and in accordance with applicable law.

This Privacy Policy should be read together with our Terms of Service, Refund, Returns and Warranty Policy, Shipping and Delivery Policy, and any other terms applicable to a specific product or service.

1. Definitions and Key Terms

For the purpose of this Privacy Policy:

Company, FixBuddy, we, us, or our refers to FixBuddy Computer Equipments Repairing LLC.

Customer, you, or your refers to any individual who visits our website, purchases a product, books a repair, contacts us, or otherwise interacts with FixBuddy.

Cookie means a small data file or similar technology stored on or accessed through a device or browser to enable functionality, remember preferences, measure performance, or support analytics and marketing.

Device may refer, depending on context, to an internet-connected device used to access our website or an electronic device submitted to FixBuddy for inspection, diagnosis, repair, return, or warranty service.

Personal Data means information relating to an identified or identifiable natural person, as defined under applicable data protection law.

Processing includes collecting, recording, organising, storing, using, sharing, transferring, modifying, retrieving, or deleting personal data.

Service refers to products, ecommerce services, repair services, diagnosis, maintenance, technical support, pickup and delivery, warranty support, and other services offered by FixBuddy.

Third-Party Service Provider means an independent organisation that provides services supporting FixBuddy’s operations, such as payment processing, hosting, analytics, communications, marketing, customer support, or logistics.

Website refers to the official FixBuddy website and associated online services operated on behalf of FixBuddy.

2. Information We Collect

The personal data we collect depends on how you interact with FixBuddy.

We may collect the following categories of information.

Contact and Identity Information

This may include:

• Full name.

• Telephone number.

• Email address.

• Billing address.

• Delivery or pickup address.

• Emirate, city, and area.

• Account details where an account is created.

Order and Transaction Information

When you purchase a product, we may collect or generate:

• Order number.

• Products purchased.

• Product price.

• Discounts or promotional codes used.

• Payment status.

• Delivery information.

• Invoice and receipt information.

• Return, refund, exchange, and warranty history.

• Communications relating to the transaction.

Payment Information

Payments may be processed by banks, payment gateways, card processors, or other authorised payment service providers.

FixBuddy may receive information such as:

• Payment status.

• Transaction reference.

• Payment method.

• Refund status.

• Limited payment information required for reconciliation or customer support.

Where payments are processed through an independent payment provider, complete card details may be collected and processed directly by that provider rather than stored by FixBuddy.

We do not intentionally store full payment card details unless required and permitted under applicable law and appropriate security standards.

Repair and Device Information

When you book or use a repair service, we may collect information such as:

• Device brand.

• Device model.

• Serial number.

• IMEI or other device identifier where relevant.

• Reported fault or issue.

• Diagnostic findings.

• Repair history.

• Parts replaced.

• Repair quotations.

• Repair approval records.

• Warranty information.

• Photos or videos showing device condition.

• Pickup and return delivery details.

• Communications regarding the repair.

Where access to a device is reasonably necessary for diagnosis, testing, or repair, the customer may provide a temporary password, PIN, or other access method.

Customers should remove or protect unnecessary personal information before submitting a device and should maintain an independent backup of important data.

FixBuddy technicians are expected to access only information reasonably necessary to perform the requested diagnosis, repair, testing, or service.

Communications

When you contact us, we may collect and retain information including:

• Emails.

• WhatsApp messages.

• Website form submissions.

• Customer service conversations.

• Telephone call details or notes.

• Social media messages.

• Complaints.

• Feedback.

• Warranty and return communications.

Where calls are recorded for quality, training, security, or dispute-resolution purposes, appropriate notice will be provided where required.

Website and Technical Information

When you use our website, certain technical information may be collected automatically, including:

• IP address.

• Browser type.

• Device type.

• Operating system.

• Approximate geographic location derived from IP information.

• Pages visited.

• Referral source.

• Time and date of access.

• Session duration.

• Website interactions.

• Cookie and similar technology identifiers.

• Shopping cart and checkout interactions.

This information may be collected through server logs, cookies, analytics technologies, and similar tools.

Marketing Information

Where applicable, we may collect information relating to:

• Marketing preferences.

• Email or message subscription status.

• Advertisement interactions.

• Campaign source.

• Promotion participation.

• Customer interests inferred from interactions with our website or advertising.

3. How We Collect Personal Data

We may collect personal data:

• Directly from you when you place an order.

• When you book a repair.

• When you submit a device.

• When you contact us.

• When you create an account.

• When you complete a website form.

• When you subscribe to communications.

• When you participate in a survey or promotion.

• Automatically when you use our website.

• From payment processors regarding transaction status.

• From courier or logistics providers regarding delivery and collection.

• From advertising and analytics providers where legally permitted.

• From social media platforms when you interact with our official accounts or advertisements.

• From publicly available sources where collection and use are lawful and relevant.

We aim to collect only personal data reasonably necessary for legitimate and specified purposes.

4. How We Use Personal Data

We may use personal data to:

• Process and fulfil orders.

• Confirm payments.

• Arrange product delivery.

• Arrange device pickup and return.

• Provide repair services.

• Diagnose device issues.

• Prepare repair quotations.

• Obtain repair approvals.

• Provide repair updates.

• Process returns, refunds, and exchanges.

• Assess warranty claims.

• Provide customer service.

• Respond to enquiries and complaints.

• Communicate about orders, repairs, deliveries, and accounts.

• Prevent fraud and unauthorised transactions.

• Protect our customers, staff, systems, and business.

• Maintain accounting, tax, and transaction records.

• Improve our website, products, and services.

• Analyse website performance and customer experience.

• Measure advertising and marketing performance.

• Send marketing communications where permitted.

• Personalise communications and advertising where permitted.

• Comply with legal and regulatory requirements.

• Establish, exercise, or defend legal claims.

• Enforce our Terms of Service and other applicable policies.

We will process personal data only for lawful and appropriate purposes and in accordance with applicable data protection requirements.

5. Legal Basis and Consent

Depending on the circumstances and applicable law, we may process personal data:

• With your consent.

• Where processing is necessary to enter into or perform a contract or transaction with you.

• Where processing is necessary to comply with a legal obligation.

• Where processing is necessary to protect rights or interests recognised under applicable law.

• For other lawful purposes permitted by applicable data protection legislation.

Where we rely on consent, you may withdraw that consent through the available method or by contacting us.

Withdrawal of consent does not affect processing already lawfully carried out before withdrawal and may not affect processing that is permitted or required on another lawful basis.

6. Order and Service Communications

When you place an order or book a repair, we may use your contact information to send communications necessary to complete the transaction or service.

These may include:

• Order confirmation.

• Payment confirmation.

• Delivery updates.

• Pickup coordination.

• Repair status updates.

• Quotation approval requests.

• Warranty communications.

• Return or refund updates.

• Customer service follow-ups.

These transactional and service communications are separate from optional promotional marketing communications.

7. Marketing Communications

Where permitted by law, and where consent is required after obtaining the necessary consent, we may use contact information to send:

• Product offers.

• Promotions.

• Discount information.

• New product announcements.

• Service updates.

• Marketing campaigns.

• Relevant business news.

You may unsubscribe from promotional communications using an available unsubscribe mechanism or by contacting us.

Opting out of marketing communications does not prevent FixBuddy from sending necessary transactional or service-related communications about an active order, repair, refund, delivery, warranty claim, or customer support request.

8. Advertising and Remarketing

FixBuddy may use advertising and remarketing technologies to measure campaign effectiveness and show relevant advertising to people who have interacted with our website or digital channels.

Depending on the technologies currently implemented, this may involve advertising platforms receiving or processing information such as:

• Cookie identifiers.

• Device information.

• IP address.

• Website interactions.

• Pages viewed.

• Products viewed.

• Cart or checkout activity.

• Conversion events.

Such processing will be carried out subject to applicable law, consent requirements, and the relevant third-party provider's privacy terms.

Users may be able to manage advertising preferences through cookie controls, browser settings, or the advertising platform's own preference tools.

9. Cookies and Similar Technologies

FixBuddy may use cookies and similar technologies to support:

• Essential website functionality.

• Shopping cart functionality.

• Checkout processes.

• Security and fraud prevention.

• Session management.

• Preference storage.

• Website analytics.

• Performance measurement.

• Advertising measurement.

• Remarketing, where permitted.

Some cookies are necessary for the website to function properly.

Other cookies, including certain analytics or advertising cookies, may be optional and subject to consent requirements.

Where applicable, users may manage preferences through a cookie consent tool or browser settings.

Blocking certain cookies may affect website functionality, shopping cart behaviour, saved preferences, or other website features.

10. Analytics Technologies

We may use website analytics services to understand how visitors use the FixBuddy website.

Analytics information may include:

• Pages viewed.

• Time spent on pages.

• Referral sources.

• Device and browser information.

• Approximate location.

• Website navigation.

• Conversion activity.

• Technical errors.

We use this information to improve website performance, customer experience, marketing effectiveness, and business operations.

11. Social Media and Messaging Platforms

FixBuddy may communicate with customers through third-party platforms such as WhatsApp and social media services.

When you communicate with FixBuddy through a third-party platform, that platform may independently process information according to its own privacy policy and terms.

FixBuddy may retain relevant business communications where necessary to:

• Respond to enquiries.

• Manage orders.

• Coordinate repairs.

• Provide customer support.

• Resolve disputes.

• Maintain business records.

Customers should avoid sending unnecessary sensitive personal information through social media or messaging channels.

12. How We Share Personal Data

We do not sell customers' personal data.

We may share personal data with trusted third parties where reasonably necessary for the purposes described in this Privacy Policy.

These parties may include:

• Payment processors and financial institutions.

• Courier and logistics providers.

• Website hosting and cloud service providers.

• Ecommerce and order management service providers.

• Email and communication service providers.

• Customer support systems.

• Analytics providers.

• Advertising and marketing platforms.

• IT support and cybersecurity providers.

• Professional advisers, including accountants, auditors, consultants, and legal advisers.

• Government authorities, regulators, law enforcement bodies, or courts where required or permitted by law.

We aim to limit information shared with service providers to what is reasonably necessary for them to perform their services.

Where required, service providers are expected to process personal data subject to appropriate confidentiality, security, and data protection obligations.

13. Courier and Delivery Partners

To deliver products or collect and return devices, we may provide logistics partners with information such as:

• Customer name.

• Telephone number.

• Delivery or pickup address.

• Order or collection reference.

• Delivery instructions.

This information should be used for delivery, collection, customer communication related to logistics, and associated operational purposes.

14. Payment Service Providers

Online payments may be processed through independent payment service providers.

These providers may collect and process payment information directly under their own terms and privacy policies.

FixBuddy may receive transaction information necessary to:

• Confirm payment.

• Process orders.

• Reconcile transactions.

• Process approved refunds.

• Prevent fraud.

• Resolve payment disputes.

Customers should review the privacy information provided by the relevant payment service provider where appropriate.

15. Legal and Regulatory Disclosure

We may disclose personal data where reasonably necessary to:

• Comply with applicable law.

• Respond to a valid court order or legal process.

• Respond to a lawful request from a competent authority.

• Prevent or investigate fraud.

• Protect the safety or rights of customers, staff, or other persons.

• Establish, exercise, or defend legal claims.

• Investigate unlawful activity.

• Protect FixBuddy's legitimate legal interests where permitted by law.

We will not knowingly disclose personal data to public or private parties without an appropriate lawful basis.

16. Business Transfers

If FixBuddy undergoes a merger, acquisition, restructuring, financing transaction, sale of assets, or transfer of all or part of its business, relevant information may be disclosed or transferred as part of that transaction where legally permitted.

Any recipient of personal data will be expected to handle the information in accordance with applicable data protection requirements.

17. International Data Transfers

Some technology, hosting, communications, analytics, payment, or other service providers used by FixBuddy may process or store personal data outside the United Arab Emirates.

Where personal data is transferred internationally, FixBuddy will take measures required under applicable law to ensure that the transfer is made using an appropriate legal mechanism or safeguard.

The specific location of processing may depend on the service providers used by FixBuddy from time to time.

18. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes for which it was collected and to meet applicable legal, accounting, tax, warranty, fraud prevention, dispute resolution, and record-keeping requirements.

Different categories of information may be retained for different periods.

For example, we may retain:

• Order and transaction records for legal, accounting, and tax purposes.

• Repair records for service history, warranty support, and dispute resolution.

• Customer communications for customer service and dispute management.

• Marketing preferences until consent is withdrawn or the information is no longer required.

• Technical logs for security, fraud prevention, troubleshooting, and website operation.

When personal data is no longer required, we may securely delete it, anonymise it, or otherwise process it in accordance with applicable law.

Backup copies may remain temporarily in protected backup systems until they are overwritten or deleted through standard retention cycles.

19. How We Protect Personal Data

FixBuddy takes reasonable technical, organisational, and operational measures designed to protect personal data against:

• Unauthorised access.

• Accidental loss.

• Improper disclosure.

• Unlawful alteration.

• Misuse.

• Destruction.

• Theft.

Measures may include, where appropriate:

• Secure website connections.

• Access controls.

• Password protection.

• Restricted staff access.

• Service provider controls.

• Secure payment processing arrangements.

• System monitoring.

• Software and security updates.

• Internal procedures for handling customer information.

No website, network, electronic transmission, or storage system can be guaranteed to be completely secure.

Customers are also responsible for maintaining the confidentiality of their account credentials and should notify FixBuddy if they suspect unauthorised account activity.

20. Privacy of Devices Submitted for Repair

Devices submitted for repair may contain personal files, photographs, messages, account information, business data, or other private information.

Customers are strongly advised to:

• Back up important data before submitting a device.

• Remove unnecessary personal files where practical.

• Remove SIM cards and memory cards unless required for diagnosis.

• Sign out of personal accounts where appropriate.

• Disable device tracking and activation locks where required.

• Provide only the access necessary for diagnosis and repair.

FixBuddy personnel should access device content only where reasonably necessary for diagnosis, testing, repair, quality control, or another service requested by the customer.

Customers should not provide passwords or access credentials that are unnecessary for the requested service.

FixBuddy is not responsible for pre-existing data loss, hardware failure, storage failure, or software corruption, subject to applicable law and the terms governing the repair service.

21. Your Privacy Rights

Subject to applicable law and relevant exceptions, you may have rights relating to your personal data, including the right to request:

• Information about the personal data being processed.

• Access to personal data.

• Correction or updating of inaccurate personal data.

• Deletion of personal data in applicable circumstances.

• Restriction or cessation of certain processing.

• Transfer of personal data where applicable.

• Withdrawal of consent where processing is based on consent.

• Objection to certain types of processing where provided by law.

FixBuddy may request reasonable information to verify the identity and authority of a person making a privacy request.

Certain requests may be limited or refused where retention or processing is required or permitted by law, necessary for an active transaction or contract, required to establish or defend legal claims, or subject to another lawful exception.

To submit a privacy request, contact us using the details provided at the end of this policy.

22. Updating or Correcting Your Information

Customers may contact FixBuddy to request correction or updating of inaccurate personal information.

We may require reasonable identity verification before making material changes to account or customer information.

Updating information in our active systems may not immediately remove historical records that must be retained for legal, accounting, transaction, fraud prevention, warranty, or dispute-resolution purposes.

23. Children's Privacy

FixBuddy's products and services are not specifically directed at children, and we do not knowingly collect personal data from children without appropriate authorisation where required by law.

If a parent or legal guardian believes that a child has provided personal data to FixBuddy inappropriately, they may contact us.

Where appropriate and legally required, we will take reasonable steps to investigate and delete or otherwise appropriately handle the information.

24. Links to Other Websites

The FixBuddy website may contain links to websites or services operated by third parties.

FixBuddy does not control the privacy, security, content, or data handling practices of independent third-party websites.

When you leave the FixBuddy website and access an external service, the third party's privacy policy and terms apply.

We recommend reviewing the privacy information of external services before providing personal data.

25. Third-Party Services

Our website and business operations may use third-party technologies or services for functions such as:

• Payment processing.

• Delivery and logistics.

• Maps and location services.

• Website hosting.

• Analytics.

• Advertising.

• Email communications.

• Messaging.

• Customer support.

• Fraud prevention.

• Social media integration.

These third parties may independently process certain information under their own privacy policies and legal obligations.

FixBuddy is not responsible for independent processing carried out by third parties outside FixBuddy's control.

26. Changes to This Privacy Policy

FixBuddy may update this Privacy Policy from time to time to reflect changes in:

• Business operations.

• Products or services.

• Website functionality.

• Technology providers.

• Data processing practices.

• Legal or regulatory requirements.

The latest version will be published through our official website or other appropriate channels.

Where required by law, we will provide appropriate notice or obtain consent before materially changing how personal data is processed.

Continued use of our services after an updated policy takes effect will be subject to the updated policy, to the extent permitted by applicable law.

27. Governing Law

This Privacy Policy is governed by the applicable laws of the United Arab Emirates.

The collection, processing, storage, transfer, and protection of personal data will be handled in accordance with applicable UAE data protection requirements.

Nothing in this Privacy Policy limits rights or remedies that cannot legally be excluded under applicable law.

28. Contact Us

If you have questions about this Privacy Policy, how FixBuddy handles personal data, or if you wish to submit a privacy-related request, please contact us:

FixBuddy Computer Equipments Repairing LLC

Email: info@fixbuddy.ae

Phone: +971 52 306 4679

Address: Grand Mall, SS-09, 2nd Floor, Al Rashidiya 3, Ajman, United Arab Emirates

We will review privacy-related requests and respond in accordance with applicable legal requirements.