Privacy Policy

1. Overview

RAD Repairs is a repair-shop management platform. In addition to tickets, estimates, invoices, and customer records, the Services include remote monitoring and management (RMM) software that Shops install on End-User devices, optional remote-access tooling, optional cloud backup, and built-in email and text-message communications. Because some of these features collect information directly from End-User computers, this Policy describes those practices in detail so Shops can meet their own notice-and-consent obligations to their End-Users.

2. Our Role: Controller vs. Processor

When we are the controller. For a Shop's own account, billing, and usage information, we determine how and why that data is processed and act as the controller.

When we are the processor. For information a Shop enters about its End-Users, and for information our RMM agent, remote-access tooling, chat, and backup features collect from End-User devices, the Shop is the controller and we are the processor. We process that information to provide the Services to the Shop and under the Shop's instructions and configuration (for example, which monitors, remote-access tools, or backups a Shop chooses to enable).

Shop responsibility. Shops are responsible for obtaining any legally required notice or consent from their End-Users before installing monitoring agents, enabling remote access, or backing up End-User devices, and for using the Services in compliance with applicable law. We provide the tools; the Shop decides how to deploy them.

3. Information We Collect

3.1 Information from Shops (our direct customers)

• Account & business information — name, business name, email address, phone number, business address, and login credentials.
• Billing information — subscription plan and payment status. Card details are handled by our payment processor and are not stored on our servers (see Section 8).
• Configuration & integration credentials — settings and API keys you provide to connect third-party services (e.g., accounting, SMS, remote access, backup, import tools). Sensitive credentials are encrypted at rest.
• Usage data — how you interact with the platform, feature usage, and diagnostic logs.

3.2 Information about End-Users (entered by Shops)

• Contact details — End-User names, emails, phone numbers, and addresses.
• Service records — tickets, estimates, invoices, payment history, notes, attachments, and communication history.
• Device information entered at intake — device make/model, serial number, operating system, and, where a Shop chooses to record it, a device access PIN or password (stored encrypted).

3.3 Communications content

• Email — outbound notifications and inbound replies, including message bodies and attachments, processed through our email provider and associated with the relevant ticket or record.
• Text messages (SMS) — message content and delivery metadata for messages sent through the platform (see Section 6).
• In-app and device chat — messages exchanged between Shop technicians and End-User devices through our chat feature are stored to provide history.

4. Information Collected from Managed Devices (RMM, Remote Access & Backup)

When a Shop installs our RMM agent on an End-User device, or enables remote access or backup for that device, the Services may collect the following from that device. The specific data collected depends on the features and policies the Shop enables.

4.1 Monitoring & inventory (RMM agent)

• System & hardware inventory — manufacturer, model, serial number, CPU, memory, storage, BIOS/motherboard details, and operating-system version and build.
• Software inventory — installed programs and their versions, and missing operating-system security updates.
• Performance & status telemetry — CPU, memory, and disk utilization; uptime; online/offline status; last-logged-in user; and public and local IP addresses.
• Security & stability events — information derived from the device's event logs and security tooling, which may include malware detections, failed sign-in attempts, new local user accounts, changes to administrator groups, remote-desktop sign-in events, service failures, crashes, and backup or update failures.
• Screenshots/thumbnails — where enabled, images of the device screen (for example, attached to an End-User support request or shown as an asset thumbnail).

4.2 Remote access

Where a Shop enables it, the Services deploy remote-access software (such as RustDesk or ScreenConnect) that allows an authorized technician to view and control the device, including through unattended access configured with a per-device access credential. Remote-access software is provided by third parties and connects through the Shop's own or a third-party relay (see Section 8). Session data is handled by that remote-access provider.

4.3 Cloud backup

Where a Shop enables cloud backup, the backup client copies selected files and data from the End-User device to the backup destination the Shop has configured (a Comet Backup server operated by the Shop or on the Shop's behalf). We store the account mappings, device identifiers, backup job status, and storage-usage figures needed to manage and monitor backups; the backup content itself resides on the configured backup destination, not on our core platform.

5. How We Use Information

• To provide, operate, maintain, and secure the Services.
• To enable Shops to manage service work, communicate with End-Users, monitor and maintain devices, provide remote support, and back up data.
• To process subscription billing and payments.
• To generate alerts, reports, and automated actions the Shop configures (for example, monitoring alerts, maintenance scripts, and update installation).
• To provide customer support and troubleshoot issues.
• To detect, prevent, and respond to fraud, abuse, and security incidents.
• To comply with legal obligations.

6. Text Messaging (SMS)

The Services can send text messages on a Shop's behalf, including ticket and status updates, appointment and pickup notifications, review requests, and other service communications. SMS is sent through our messaging provider (see Section 8) using either a shared platform number or, where a Shop configures it, the Shop's own number.

• Consent. End-Users receive messages because a Shop has an existing relationship with them and has indicated they consented to service messaging. Message frequency varies by service activity.
• Opt-out. Recipients can opt out of text messages at any time by replying STOP, and can request help by replying HELP. Opting out stops further service texts to that number.
• Rates. Message and data rates may apply, depending on the recipient's mobile carrier and plan.
• No sharing for third-party marketing. We do not sell mobile phone numbers, and we do not share them with third parties for those parties' own marketing. SMS consent is not shared with third parties except sub-processors that help deliver the messages.

7. What We Will Never Do

• We will never sell your data, or your End-Users' data, to third parties.
• We will never share mobile numbers or SMS consent with third parties for their own marketing.
• We will never use a Shop's End-User customer lists or service data to compete with the Shop or to market to its End-Users on our own behalf.
• We will never access managed devices except as needed to provide, support, and secure the Services, or as directed by the Shop.

8. Third-Party Services & Sub-Processors

We use the following categories of third-party providers to deliver the Services. Some are always used; others are used only when a Shop enables the corresponding feature or integration. Shops that configure their own instance of a service (for example, a self-hosted backup or remote-access server) direct data to that instance.

9. Cookies & Tracking

We use cookies and similar technologies that are necessary to operate the platform (for example, to keep you signed in). Our public website may also use cookies for referral attribution (to credit the correct referrer when someone signs up) and for basic analytics. You can control cookies through your browser settings; disabling necessary cookies may affect functionality.

10. Data Security

We use industry-standard measures to protect information, including encryption in transit (TLS), encryption at rest for sensitive fields (such as integration credentials and stored device passwords), access controls, and role-based permissions. Remote-agent communications are authenticated. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

11. Data Ownership & Portability

Shops own their business data and their End-User records. We do not claim ownership of your data. You can export your data in common formats through the platform or by request. On account closure, you may request an export before deletion (see Section 12).

12. Data Retention

We retain information for as long as your account is active and as needed to provide the Services, then for the periods below (or as required by law):

• Account and business data — deleted approximately [30] days after account closure, unless a longer period is required by law.
• Monitoring/telemetry and alert history — retained for [specify period] to support monitoring and reporting.
• Cloud backups — governed by the Shop's backup configuration; when a device or customer is removed, associated backup data is scheduled for cleanup after a buffer period (default [90] days, configurable by the Shop).
• Communication logs (email/SMS) — retained for [specify period].
• Billing records — retained as required for tax and accounting purposes.

13. Hosting & International Transfers

The core platform is hosted in the United States (California) on infrastructure provided by Vultr. Some features rely on services or servers a Shop configures itself (for example, a self-hosted backup or remote-access server), and data for those features resides where the Shop directs.

RAD Repairs is based in the united states and the Services are intended for customers in the United States. If you access the Services from outside the United States, your information may be transferred to, stored, and processed in the United States.

14. Your Rights

Depending on your location, you may have the right to access, correct, delete, or export your personal information, to object to or restrict certain processing, and to opt out of certain communications. Shops can exercise most of these directly in the platform. End-Users should direct requests to the Shop that holds their information; where we act as processor, we will assist that Shop in responding. To make a request to us directly, contact us at privacy@radrepairs.com. We will not discriminate against you for exercising these rights.

15. Children's Privacy

The Services are intended for businesses and are not directed to children under 13. We do not knowingly collect personal information from children under 13. If you believe a child's information has been provided to us, contact us and we will delete it.

16. Changes to This Policy

We may update this Policy from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, provide additional notice. Your continued use of the Services after an update means you accept the revised Policy.

17. Contact Us

If you have questions about this Policy or our data practices, contact us at:

RAD Repairs
Email: privacy@radrepairs.com
Web: radrepairs.com