Privacy Policy

On This Page

1. Who We Are
2. What This Policy Covers
3. Information We Collect
4. What We See During a Session
5. How We Use Your Information
6. Your Consent
7. Who We Share It With
8. What We Never Do
9. Information Stored Outside Canada
10. How Long We Keep It
11. How We Protect It
12. Our Website, Cookies and Storage
13. Family Members and Buyers
14. Children
15. Your Rights
16. If There Is a Privacy Breach
17. Changes to This Policy
18. Contact Us and Complaints

1. Who We Are

Friendly Fix is a business based in Ontario, Canada. We give remote tech help to older adults and their families across Canada. In this policy, "we", "us" and "our" mean Friendly Fix. "You" means anyone whose personal information we handle.

We follow Canada's federal privacy law, the Personal Information Protection and Electronic Documents Act. It is often called PIPEDA. Where a provincial privacy law also applies, we follow it too.

We have a Privacy Officer who is responsible for how we handle personal information. You can reach our Privacy Officer at support@tryfriendlyfix.com or (437) 979 2576.

2. What This Policy Covers

"Personal information" means information about a person that can identify them, such as a name, phone number or address. This policy covers personal information we collect:

• When you call, email or buy from us.
• During our phone calls and remote sessions.
• When someone buys our help for you, or you buy it for someone else.
• When you visit our website, www.tryfriendlyfix.com.

This policy does not cover other companies' websites, apps or services, even if we help you use them. Those companies have their own privacy policies.

3. Information We Collect

Information you give us

• Contact details: your name, phone number, email address and mailing or billing address.
• Booking details: the times that work for you and how you like to be contacted.
• Information about your needs: what you need help with, the devices and apps you use, and anything that makes tech harder for you, such as small text or hearing. You choose what to tell us.
• Messages: what you tell us by phone, email or text.

Information from payments

• When you pay online, our payment company, Stripe, collects your name, email, phone number, billing address and card details.
• We never see or keep your full card number. Stripe shares with us only what we need, such as your name, contact details, what you bought, the amount, the last 4 digits of your card and whether the payment went through.

Information we create

• Session notes: short notes about your devices, what we did and what to follow up on, so we can help you faster next time.
• Visit summaries: a short summary of a session that we may send you.
• Call and session recordings: see section 4.
• Billing records: what you bought, when and how much you paid.

Information from other people

• If a family member or friend buys our help for you, they give us your name and phone number, and sometimes your email and what you need help with. See section 13.

4. What We See During a Session

Connecting to your device

With your permission, we connect to your screen using remote access software. This lets us see your screen and help you.

• We only connect when you say yes, during that call.
• We only look at what we need to help you.
• We do not open your files, photos, emails or messages unless you ask us to, or we need to with your permission to fix the problem.
• We do not copy, download or keep your files, photos or messages.
• We may see other personal information on your screen by chance. We do not write it down, keep it or share it.
• You can close anything private before we connect. You can end the connection at any time.
• We disconnect at the end of every session.

The remote access software company may record basic details about each connection, such as the time, how long it lasted, your device type and your internet address. It does this to run and secure its service.

Passwords

• We never ask for your bank card number, banking password or banking PIN.
• When a password is needed, we ask you to type it yourself.
• If you choose to tell us a password to finish a task, we use it only for that task. We do not write it down, record it in our notes or keep it. We suggest you change it after the session.

Recordings

• We record our phone calls and remote sessions for your safety, for quality and to train our team.
• We tell you at the start of each call that it is being recorded.
• A recording of a remote session can show whatever was on your screen during the session.
• If you do not want a call recorded, tell us at the start. We will not record it. In some cases, we may not be able to connect to your screen without a recording, because recordings protect both you and us. We will explain and you can choose.
• Only a small number of people on our team can listen to or watch recordings, and only for the reasons in this policy.

5. How We Use Your Information

We use your personal information only to:

• Give you the help you asked for.
• Book, confirm and remind you about sessions.
• Remember your devices and past sessions, so you do not have to start over each time.
• Take payments, send receipts, give refunds and send renewal reminders.
• Answer your questions and complaints.
• Check the quality of our help and train our team.
• Keep you and our team safe, and stop fraud, scams and abuse.
• Keep proper business and tax records.
• Follow the law, and respond to lawful requests from courts, police or government.
• Send you news or offers, but only if you say yes. See section 6.

We will not use your information for any other reason without asking you first, unless the law allows or requires it.

6. Your Consent

• We ask for your consent before we collect, use or share your personal information, unless the law says we do not need to.
• Sometimes your consent is clear from what you do. For example, when you buy a session and give us your phone number, you agree that we can call you to book it.
• For more sensitive things, we ask you clearly. For example, we always ask before we connect to your screen, and before we share a visit summary with a family member.
• You can take back your consent at any time by telling us. If you do, we will explain what it means. For example, if you do not want us to keep notes, we may not be able to remember your past sessions.
• We only send news or offers by email if you say yes. You can stop them at any time using the link in the email, or by telling us. We still send messages you need about your purchase, such as receipts and renewal reminders.

7. Who We Share It With

We share personal information only when we need to, and only what is needed. We share it with:

Companies that help us run our business

We use trusted companies to provide some services for us. They may only use your information to do work for us, and must keep it safe.

• Stripe processes our payments. It handles your card details and billing details.
• Our remote access software provider lets us connect to your screen.
• Our phone and call recording provider carries and records our calls.
• Our email provider sends and stores our emails.
• Our file storage provider stores our notes, records and recordings.
• Vercel hosts our website.
• Our accountant or bookkeeper sees billing records to help us with taxes.

You can ask us for the names of the companies we use at any time.

Family members, only with consent

• We share visit summaries or session details with a family member or buyer only if the person we help says yes. See section 13.

When the law requires it

• We may share information if a law, court order or government body requires it.
• We may share information if we believe someone is in immediate danger, or to report or stop fraud, as Canadian law allows.

If our business changes

• If Friendly Fix is sold or joins with another business, your information may move to the new owner. They must protect it the same way this policy does.

8. What We Never Do

• We never sell, rent or trade your personal information.
• We never use it to show you ads, or share it with advertisers.
• We never copy or keep the files, photos or messages on your device.
• We never connect to your device without your permission.
• We never ask for your banking password, bank card number or PIN.

9. Information Stored Outside Canada

Some of the companies we use, such as Stripe and Vercel, may store or process information in the United States or other countries. When information is outside Canada, the laws of that country apply. This means courts, police or government in that country may be able to access it under their laws.

We choose companies that protect information with strong security. We have agreements with them that limit how they can use your information.

10. How Long We Keep It

We keep personal information only as long as we need it for the reasons in this policy, or as long as the law requires. Then we delete it or destroy it safely.

If you ask us to delete your information, we will delete what we can. We may need to keep some records, such as billing records, because the law requires it.

11. How We Protect It

We use reasonable safeguards to protect your information from loss, theft and misuse. These include:

• Only people on our team who need your information to do their job can see it.
• Everyone on our team passes a police background check and agrees to keep client information private.
• We use strong passwords and two step sign in on the accounts that store client information.
• Our website and payment pages use secure, encrypted connections.
• We do not keep card numbers. Stripe handles them using strict payment security rules.
• We use secure remote access software that needs your permission to connect.

No system is perfect. We cannot promise information will never be lost or misused. But we work hard to protect it, and we will tell you if something goes wrong. See section 16.

12. Our Website, Cookies and Storage

• No tracking: Our website does not use analytics, ads, tracking pixels or social media trackers.
• No cookies from us: Our website does not set cookies.
• Nothing saved on your device: Our website does not save anything in your browser.
• Web hosting: Like all websites, our hosting company, Vercel, keeps basic technical logs when you visit. These include your internet address, browser type and the pages you visit. They are used to run and secure the website.
• Checkout: When you press a buy button, you go to a checkout page run by Stripe. Stripe may use cookies on its own pages to process your payment and prevent fraud. Stripe's privacy policy applies there.
• Links: Our website may link to other websites. We are not responsible for their privacy practices.

13. Family Members and Buyers

Many people buy our help for a parent or loved one. We call the person who pays the "buyer" and the person we help the "client".

• If you are a buyer, you must have the client's permission before you give us their name, phone number or other details.
• We treat what we learn while helping the client as the client's private information.
• We share visit summaries or session details with the buyer only if the client says yes. The client can change their mind at any time.
• We use the buyer's information to take payment, send receipts and contact them about the purchase.
• If you are a client and someone else bought our help for you, you can ask us what information they gave us.
• If someone has power of attorney or is a legal guardian for a client, we may ask for proof before we share the client's information with them.

14. Children

Our services are for adults. You must be 18 or older to buy from us. We do not knowingly collect personal information from children under 18. If we learn that we have, we will delete it.

15. Your Rights

Under Canadian privacy law, you have the right to:

• See your information: Ask what personal information we have about you, how we use it and who we shared it with.
• Fix your information: Ask us to correct anything that is wrong or out of date.
• Take back consent: Tell us to stop using your information for a reason you agreed to, as the law allows.
• Ask us to delete it: We will delete what we can, except what the law says we must keep.
• Make a complaint: Contact our Privacy Officer, or the Privacy Commissioner of Canada. See section 18.

To make a request, call or email us. We may ask you to confirm who you are, so we do not give your information to the wrong person. We will answer within 30 days. If we need more time, we will tell you why. There is no cost for most requests.

In rare cases, the law may not let us give you some information. For example, if it would reveal private information about someone else. If so, we will tell you why.

16. If There Is a Privacy Breach

A privacy breach is when personal information is lost, stolen or seen by someone who should not see it. If a breach happens and it could cause you real harm, we will:

• Tell you as soon as we can, and explain what happened and what you can do.
• Report it to the Privacy Commissioner of Canada.
• Tell any other group that can help reduce the harm, such as your bank, if needed.
• Keep a record of the breach, as the law requires.
• Take steps to stop it from happening again.

17. Changes to This Policy

We may update this policy from time to time. The date at the top shows when it last changed. If we make an important change, we will tell clients by email before it applies. We will ask for your consent again if a change means we would use your information in a new way.

18. Contact Us and Complaints

If you have a question, a request or a concern about your privacy, please contact our Privacy Officer:

• Phone: (437) 979 2576
• Email: support@tryfriendlyfix.com
• Hours: Monday to Friday, 12 pm to 7 pm Eastern Time

We will look into every complaint and tell you what we find. If we got something wrong, we will fix it.

If you are not happy with our answer, you can contact the Office of the Privacy Commissioner of Canada:

• Phone: 1 800 282 1376
• Website: www.priv.gc.ca

To learn how we keep you safe during sessions, read our Safety page. For the rules of our service, read our Terms of Service.