Legal
Privacy policy.
What we collect, why, how long we keep it, what happens to the data on a machine you bring in, and how to ask us about it.
What we collect
When you use the booking form we collect your name and business, phone number, email address, postcode, what you need, how soon, a preferred day and anything you write in the message box. The form also records the time it was sent and your IP address, used only to block automated submissions.
When you book a machine in we keep a repair ticket: your contact details, the make, model and serial number, a photograph of the machine, what you told us, what we found and did, and the price. For plan clients we keep a written record of your setup, including users, devices, licences and renewal dates, and passwords in an encrypted vault that only Rhys, Ceri and Owain can open.
The data on your machine
Before we open a machine we copy your files to an encrypted drive so nothing is lost, unless you ask us not to. We do not browse your files. The copy is deleted when you collect, or ninety days after the machine is returned to you if you asked us to keep it for a restore. Drives we replace are handed back to you, or wiped to a recognised standard, or physically destroyed, and you choose which.
The remote support agent
On a plan, a small agent on each machine lets us apply updates, check antivirus and backups, and connect when you ask for help. We connect to a screen only when you have asked, or with your agreement for overnight maintenance, and every session is logged with who connected and when.
Why we use it
- To reply to your enquiry and carry out the repair, visit or review (the steps needed before and under a contract).
- To support your systems under a plan, which includes monitoring and patching (contract and legitimate interest).
- To invoice you and keep accounting records (contract and legal obligation).
How long we keep it
Enquiries that do not become work are deleted after twelve months. Repair tickets are kept for two years for warranty; plan records for the life of the plan and one year after; invoices for seven years. Vault entries are handed over and deleted when a plan ends.
Who sees it
The three of us, our accountant, Microsoft and our backup provider where you use those services through us, and parts suppliers, who see a model number but no personal details. We do not sell data or use marketing platforms.
Cookies
This site sets a single session cookie to limit repeat form submissions. It contains no personal data and expires when you close the browser. The plan picker and the repair list work from the address bar and store nothing. The embedded map on the booking and find-us pages is served by Google and may set cookies under Google's own policy.
Your rights
You can ask for a copy of what we hold, ask us to correct or delete it, or object to how we use it. Email help@rebootitsupport.co.uk or write to the address above. You can also complain to the Information Commissioner's Office at ico.org.uk.