Privacy Policy

1. Information We Collect

FixMyExport is designed with privacy in mind. We collect the following types of information:

• Account and Authentication Information: Name, email address, password hash, and Google or Apple account identifiers where you choose those sign-in methods.
• Payment and Purchase Information: Billing details, purchase status, product, transaction identifiers, and store or payment-provider records needed to fulfil and support a purchase. Complete card details are handled by the applicable payment provider and are not stored by FixMyExport.
• Device and Activation Information: Device type and name, operating-system name and version, app version, processor architecture, memory, timezone, a pseudonymous device identifier or fingerprint, activation status, and, where supplied by the platform, the device username. We use this information for compatibility, fraud prevention, licence activation, free-use limits, and support.
• App and Export Information: Export attempts, file counts, processed and failed counts, destination type, duration, feature usage, app events, error details, logs, performance information, survey responses, reviews, and feedback. This information may be linked to an account, email address, support ID, licence activation, or pseudonymous device identifier.
• Communication and Support Data: Records of support requests, emails, Discord messages sent to us, error text, support IDs, and other information you choose to provide for customer service purposes.
• Chatbot Data: Chat messages, feedback, account tier, page path, locale, pseudonymous visitor and daily network identifiers, usage, and technical response data. If you provide an email address for an unresolved product issue, we store it separately so support can follow up. Conversations are retained for up to 90 days.

2. Data Processing

Your Snapchat media and metadata are processed on your device and are not uploaded to FixMyExport servers. If you choose Google Drive or Dropbox, processed files may be buffered temporarily on your device and uploaded from the app to your own connected cloud account. Those transfers are governed by the selected cloud provider's terms and privacy policy. Cloud authorization tokens are exchanged through our services and returned to your device to connect your account; your Snapchat media does not pass through our servers. Account, purchase, activation, device, usage, and support data described above may be sent to and processed by FixMyExport services.

3. How We Use Your Information

We use the information we collect to:

• Deliver your software license
• Provide customer support
• Send important product updates and security notices
• Operate free-use limits, licence activation, abuse prevention, and purchase entitlements
• Improve reliability and product functionality using app, export, and error information
• Use contact information for personalised advertising and remarketing where you have opted in

Review request emails and link tracking

After a paid purchase, we may use your account email address and purchase date to send one review request and, if you have not confirmed opening the review link, one reminder. The link first opens a FixMyExport page so we can record the confirmation time and number of confirmed visits before directing you to Trustpilot. We do not store your IP address or browser user-agent for this confirmation. You can unsubscribe using the link in the email.

4. Information Disclosure and Sharing

We do not sell, trade, or rent your personal information to third parties. We may share information with service providers and advertising partners who process it on our behalf, as described below.

• Payment and App-Store Providers: Dodo Payments, Apple, and any other payment or app-store provider shown at checkout process transactions and purchase entitlements. We share the information necessary to complete, verify, and support a purchase.
• Analytics Providers: We may share website and app event information with analytics services to understand performance and product usage. Where identifiers are present, this data is not necessarily anonymous.
• Advertising Partners: Where you have opted in, we may share contact information, such as your email address and name, with advertising partners including Google and Meta to deliver and measure ads, build remarketing audiences (including Google Customer Match), and improve campaign performance. These partners process this data under their own terms and privacy policies.
• Microsoft Clarity: We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioral metrics, heatmaps, and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimization, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.
• Customer Support: We may share your contact information and support history with our customer service team to provide assistance.
• Email Delivery: Brevo processes email addresses and delivery events, such as delivery, bounce, complaint, unsubscribe, and link-click events, to deliver and measure account and review-request emails.
• AI Chat Provider: When you use support chat, redacted chat text is processed by OpenAI. Common credentials, payment-card data, and pasted email addresses are removed first, and the API is configured not to store responses. Do not enter sensitive information.
• Legal Requirements: We may disclose information when required by law, court order, or to protect our rights, property, or safety, or that of our users.
• Business Transfers: In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of the business assets.

Method of Disclosure

Information is disclosed through secure, encrypted channels. We use industry-standard encryption protocols (SSL/TLS) for all data transmission. Third-party service providers are contractually bound to maintain the confidentiality and security of your information.

5. Data Security Practices

We implement comprehensive security measures to safeguard your personal information:

• Encryption: We use transport encryption such as TLS for information sent between supported apps, browsers, and our services
• Access Controls: Strict access controls limit employee access to personal information on a need-to-know basis
• Secure Infrastructure: Our servers are hosted on secure, monitored cloud infrastructure with regular security updates
• Payment Security: Complete payment-card details are handled by the applicable payment or app-store provider rather than stored by FixMyExport
• Regular Audits: We conduct regular security audits and vulnerability assessments
• Data Minimization: We collect and retain only the minimum amount of personal information necessary for our services
• Incident Response: We have procedures in place to respond to and mitigate any potential data breaches

However, no method of transmission over the internet is 100% secure, and we cannot guarantee absolute security. We encourage users to take appropriate measures to protect their own information.

6. Your Rights

You have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your data
• Opt-out of marketing communications
• Opt-out of personalised advertising in account settings
• Object to or restrict certain processing where applicable

7. Children's Privacy

Our service is not intended for children under 13. We do not knowingly collect personal information from children under 13.

8. Changes to This Policy

We may update this privacy policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last updated" date.

9. Contact Us

If you have any questions about this Privacy Policy, please contact us at [email protected]