Privacy policy

Mend is software that repair shops use to track repair tickets and to keep their customers updated by text message and email. This policy explains what personal information Mend handles, why, and the choices you have. Mend is operated by Leonardo Thé in Ontario, Canada.

Two kinds of information

• Shop accounts. When a shop owner or staff member signs up, Mend collects their name, email address, sign-in details and a record of actions taken in the shop's account. Mend is responsible for this information.
• Shop contact pages. Each shop's name, address, phone, email and hours are shown on a public page linked from its texts, so customers know who is texting them.
• Shops' customers. A shop enters its customers' names, phone numbers, email addresses, repair details, photos and messages. Mend stores and processes this information for the shop, which decides what to collect and stays responsible for it. To see, correct or delete it, contact the shop first; we will help the shop answer.

Why we use it

• To run the service: tickets, estimates, invoices, payments records and photos.
• To send the repair updates a shop chooses to send, such as "your item is ready", by text or email.
• To keep accounts secure, prevent abuse and keep an audit log for the shop.
• To answer support questions.

We do not sell, rent or trade personal information, and we do not use it for advertising.

Text messages

A shop texts a customer only after the customer agrees, usually in person when they drop off an item; the shop records that agreement on the ticket. Messages are about the customer's own repair (for example: ticket created, ready for pickup, reminders). Message frequency varies. Message and data rates may apply. Reply STOP to stop receiving texts from that shop, or HELP for help; you can also ask the shop to stop.

Phone numbers and text-message consent are used only to send these updates. They are never shared with third parties or affiliates for marketing or promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information won't be shared with any third parties.

Service providers and where information is stored

Mend uses these service providers to run the service. They may process personal information only to provide their service to Mend:

• Supabase: database, sign-in, file storage (Canada)
• Railway: runs the mend web app (United States)
• Twilio: sends and receives text messages (United States)
• Resend: sends emails (United States)

The database is in Canada. Some information is processed in the United States by the providers above, and while it is there it may be accessed by the courts, law enforcement and national security authorities of the United States.

How long we keep it

Information stays in a shop's account while the ticket is open. One year after a ticket is picked up or deleted, its photos, messages, notes and details are deleted, and so are customers with no other ticket. Tickets with an invoice or a payment keep the invoice, the payments and the customer's name, because Canadian tax law asks businesses to keep these records for six years; they are deleted after that. Owners and admins see a notice in the app 30 days before anything is deleted. When a shop deletes its account, all of its data is deleted.

How we protect it

Access is limited to the shop's own team, by role. Phone numbers, email addresses and device passcodes are encrypted in the database. Two-step sign-in is available. No method is perfectly secure; if a breach creates a real risk of significant harm, we will notify the affected shops and people and report it to the Privacy Commissioner of Canada, as the law requires.

Cookies and similar technology

Mend stores your sign-in session and one display preference in your browser. It uses no advertising or analytics trackers.

Your choices

• Ask for access to, or correction of, your information.
• Withdraw consent to texts (reply STOP) or emails (ask the shop) at any time.
• If you are not satisfied with our answer, you can complain to the Office of the Privacy Commissioner of Canada.

Mend is for businesses and is not directed at children.

Changes

We will post any changes here with a new effective date, and tell shops by email about significant ones.

Contact

• Leonardo Thé, operating as Mend, Ontario, Canada
• Privacy officer: Leonardo Thé
• Email: to be published before launch
• Mailing address: to be published before launch