This policy explains how The Repair Lab(“we”, “us”) handles personal data when you visit our website, request a repair, or send a device to us. It applies to all services delivered from our Birmingham lab.
1. Who we are
The Repair Lab is the data controller for the personal information we collect about you. You can reach us at:
- Address: 85b Hockley Street, Birmingham B19 3DL, United Kingdom
- Email: hello@therepairlab.uk
- Phone / WhatsApp: +44 7766 266277
2. What we collect
We only collect what we need to do the repair and serve you well:
- Contact details — name, email, phone, WhatsApp number when you submit a quote or book a repair.
- Device details — make, model, the issue described, photos you choose to send us, repair history.
- Address — if you opt for mail-in repair, so we can generate a return label.
- Payment details — card payments are processed by Stripe; we never see or store your full card number. We retain only the last four digits, card brand and a payment receipt URL.
- Communications — emails, WhatsApp messages and chat history about your repair.
- Site analytics — anonymous, aggregated page views via Vercel Analytics. No cookies, no individual tracking (see our cookie policy).
3. Why we use it (lawful basis)
- Contract performance. Most of what we collect is needed to quote, repair and return your device.
- Legitimate interests. Anonymous site analytics, fraud prevention, keeping our business records.
- Legal obligation. We keep transaction records for the period required by HMRC.
- Consent. If you opt in to marketing emails or reviews — you can withdraw at any time.
4. Data on your device
We treat the contents of your device — photos, messages, files, accounts — as private. Our technicians only access data when it is unavoidable for the repair (for example, verifying a screen works by entering your passcode you've given us). We do not copy, view or share your personal files.
Always back up your device before sending it to us. We're not liable for data loss caused by the original fault, the repair process, or factory reset where unavoidable. Our data recovery service is the right service if your data is the priority.
5. Who we share data with
We do not sell your data. We share it only with the processors we need to run the business:
- Supabase — our database and authentication provider (Frankfurt, EU). Hosts customer + order records.
- Stripe — processes card payments. Subject to its own UK privacy policy.
- Vercel — site hosting and anonymous analytics.
- Royal Mail / DPD / similar carriers — only when you use our mail-in service, and only the information needed for shipping (name, address, parcel weight).
- Email provider — for transactional emails (quote, receipt, repair status).
6. International transfers
Some processors (e.g. Stripe) operate from the EU/US. Where data moves outside the UK we rely on the UK's adequacy regulations and standard contractual clauses.
7. How long we keep it
- Repair records — 6 years (so we can honour warranty claims and meet our accounting obligations).
- Marketing preferences — until you withdraw consent.
- Site analytics — aggregated, not tied to you, retained by Vercel per their retention rules.
8. Your rights
Under UK GDPR you have the right to:
- Access the personal data we hold about you
- Have inaccurate data corrected
- Have data erased (where we're not legally required to keep it)
- Restrict or object to our processing
- Receive your data in a portable format
- Withdraw consent at any time
To exercise any of these, email hello@therepairlab.uk. We'll respond within one month.
9. Cookies
See our separate Cookie Policy for details on what (if any) cookies the site uses.
10. Children
Our service is not directed at children under 16. We do not knowingly collect data from anyone under that age.
11. Complaints
If you're unhappy with how we've handled your data, get in touch first — we'd like to fix it. You also have the right to complain to the Information Commissioner's Office (ICO).
12. Changes to this policy
We may update this policy from time to time. Material changes will be flagged on this page with a revised “last updated” date.