Privacy Policy

FixItLive LLC is a Washington limited liability company located at 16108 Ash Way Suite 201, Lynnwood, WA 98087. We are responsible for the personal information described in this policy. You can reach us at fixitliveadmin@gmail.com.

2.1 Information you give us

• Account information: your name, email address, phone number, password (stored only in hashed form by our authentication provider), role (Homeowner or Pro), and the version and time you accepted our Terms and this policy.
• Location information: your ZIP code and, for Pros, the cities or counties you serve. We use this to match Homeowners with nearby Pros. We do not show a Homeowner's street address to Pros.
• Profile information (Pros): trades, job types, years of experience, per-minute rate, availability, profile photo, and license number, state, and expiration date.
• Requests: the description of your problem, the trade you choose, and photos you upload.
• Messages: chat messages and images you send through the Platform.
• Reviews and ratings you post.
• Support and contact requests: the name, email address, and message you send us.

2.2 Video and audio

When you join a call, your camera and microphone stream live to the other participant through our video provider. If everyone on the call agrees to recording, the audio and video of the call are recorded and stored. We also keep call details such as start and end times, duration, and connection quality.

2.3 Payment information

Payments are handled by Stripe. When you add a card, your card details go directly to Stripe; we receive only a token, the card brand, the last four digits, and the expiration date. For Pros, Stripe collects identity and bank details (which may include date of birth, the last digits or full Social Security number, government ID, and bank account) to verify identity and send payouts. We receive the verification status and limited details needed to run payouts, not your full bank account or ID images. We keep records of charges, holds, refunds, taxes, and payouts.

2.4 Information collected automatically

• Device and log information: IP address, browser and device type, operating system, app version, language, time zone, pages and screens viewed, and the date and time of your activity.
• Diagnostics: error reports and performance data, including from our application monitoring provider.
• Approximate location derived from your IP address, and, only if you grant permission, your device's precise location to help fill in your ZIP code.
• Push notification tokens, if you turn on notifications.
• Cookies and similar technologies, described in Section 8.

2.5 Information from others

We receive information from other Users (for example, a review of you, or a message sent to you), from Stripe (for example, verification and payout status), and from our service providers (for example, fraud and security signals).

2.6 Sensitive information

We do not ask for health information. Washington's My Health My Data Act and similar laws protect "consumer health data." You should not include health details in requests, chats, or calls; if you choose to (for example, mentioning an injury from a repair), we use it only to provide the service you asked for and as described in Section 9. Precise geolocation, if you allow it, and government ID or Social Security details collected by Stripe are considered sensitive personal information under some state laws; we use them only for the purposes described here.

We use personal information to:

• Create and secure your account, and confirm you agreed to our Terms.
• Match Homeowners with nearby Pros and show requests to Pros who serve that area and trade.
• Run chats, schedule calls, connect live video, and send reminders and notifications.
• Process payments, holds, refunds, taxes, and payouts, and prevent payment fraud.
• Suggest a trade or a call time from the words you type. To do this, we send the text of your request or message (not your name or contact details) to an artificial intelligence service provider that processes it for us. Photos are not analyzed to make these suggestions.
• Detect and hide contact information, spam, and abusive content in chat, and investigate reports, disputes, and safety concerns, which may include reviewing call recordings.
• Provide customer support and respond to your messages.
• Monitor, fix, and improve the Platform, and understand how it is used.
• Send service messages and, if you agree, marketing messages, which you can opt out of at any time.
• Comply with law, enforce our Terms, and protect the rights, property, and safety of our Users, FixItLive, and the public.

We do not sell your personal information, and we do not share it for cross-context behavioral advertising.

We share personal information only as follows:

• With other Users: Pros see a Homeowner's first name and last initial, the request description and photos, the general area (city or ZIP code), and chat messages. Homeowners see a Pro's profile, reviews, and rates. Call participants see and hear each other.
• With service providers that process data for us under contracts that limit their use of it, including:
  • Stripe (payments, identity verification, payouts, tax)
  • Daily (live video calls and recordings)
  • Google Firebase and Google Cloud (hosting, authentication, database, file storage, push notifications)
  • Microsoft Azure Application Insights (error and performance monitoring)
  • An AI text-processing provider (trade and call-time suggestions)
  • Email delivery providers (account and calendar emails)
• For legal reasons: when we believe it is required by law, subpoena, or court order; to protect anyone's safety; to investigate fraud or security problems; or to enforce our Terms.
• In a business transfer: if FixItLive is involved in a merger, acquisition, financing, or sale of assets, information may be transferred as part of that deal, subject to this policy.
• With your consent or at your direction.

We may share information that has been de-identified or aggregated so it cannot reasonably be linked to you.

We keep personal information only as long as we need it for the purposes in this policy:

• Account and profile information: while your account is open. When you delete your account, we delete or de-identify it within 30 days, except as noted below.
• Requests, photos, and chat messages: while your account is open, and then deleted with your account unless needed for an open dispute or a safety investigation.
• Call recordings: up to 90 days after the call, unless needed longer for an open dispute, safety investigation, or legal obligation.
• Payment, tax, and payout records: as long as the law requires (generally up to 7 years).
• Logs and diagnostics: generally up to 90 days.
• Backups are overwritten on a rolling schedule.

We use administrative, technical, and physical safeguards designed to protect personal information, including encryption in transit, encrypted storage by our cloud providers, access controls, and least-privilege access for our staff. Card numbers are handled by Stripe and never stored on our servers. No system is perfectly secure. If we learn of a security breach that affects your personal information, we will notify you and regulators as the law requires.

• Account and profile: you can review and update your information in Settings.
• Delete your account: you can delete your account in Settings, or email us.
• Notifications: you can turn push notifications on or off in the app and in your device settings, and unsubscribe from marketing email with the link in the email.
• Text messages: reply STOP to opt out.
• Location: you can deny or turn off location permission at any time; you can type your ZIP code instead.
• Camera and microphone: the Platform uses them only during a call you join, and only with your device's permission.

We use cookies, local storage, and similar technologies that are needed to keep you signed in, remember your settings, keep form progress while you move between screens, secure the Platform, and measure performance and errors. Stripe also sets cookies to prevent fraud. We do not use third-party advertising cookies. You can control cookies through your browser settings, but some parts of the Platform may not work without them. We do not currently respond to "Do Not Track" signals, but we honor Global Privacy Control signals as an opt-out of sale and sharing where the law requires, even though we do not sell or share personal information.

This section applies to consumer health data covered by the Washington My Health My Data Act (and similar laws in Nevada and other states). FixItLive does not seek to collect consumer health data. If you include health-related information in a request, message, or call (for example, describing an injury or a disability-related need), we collect it only from you, and use it only to provide the service you requested, to keep Users safe, and to comply with law. We do not sell consumer health data. We share it only with the other participant in your request or call and with the service providers listed in Section 4, as needed to provide the service. You have the right to confirm whether we have your consumer health data, to access it, to withdraw consent, and to have it deleted, by emailing fixitliveadmin@gmail.com. If we deny your request, you may appeal as described in Section 10.

Depending on where you live, including California, Colorado, Connecticut, Oregon, Texas, Virginia, Washington, and other states with consumer privacy laws, you may have the right to:

• Know what personal information we collect, use, and disclose, and access a copy of it.
• Correct inaccurate personal information.
• Delete personal information.
• Get your information in a portable format.
• Opt out of the sale or sharing of personal information, targeted advertising, and certain profiling. (We do not sell or share personal information, or use it for targeted advertising.)
• Limit the use of sensitive personal information to what is necessary to provide the service. (We already do.)
• Not be discriminated against for using these rights.

California residents: in the last 12 months we collected the categories of personal information described in Section 2, which correspond to these categories under the California Consumer Privacy Act as amended by the California Privacy Rights Act: identifiers; customer records; commercial information; internet or other electronic network activity; approximate and, with permission, precise geolocation; audio and visual information; professional information (for Pros); and inferences about the trade you need. We collect them from the sources and for the purposes described in Sections 2 and 3, disclose them for business purposes to the recipients in Section 4, and keep them for the periods in Section 5. We have not sold or shared personal information, and we have no actual knowledge of selling or sharing the information of anyone under 16.

How to make a request: email fixitliveadmin@gmail.com from the address on your account, or write to us at the address in Section 15. We will verify your identity by confirming information we have on file before acting. You may use an authorized agent; we will ask for proof of the agent's authority and may ask you to verify your identity directly. We will respond within the time the law requires (generally 45 days).

Appeals: if we decline your request, you can appeal by replying to our decision with the subject "Privacy Appeal." We will respond within the time the law requires. If you are not satisfied with the outcome, you may contact your state attorney general.

The Platform is only for people 18 and older. We do not knowingly collect personal information from anyone under 18. If you believe a minor has given us personal information, contact us and we will delete it. Please make sure children are not shown on calls without a parent or guardian present.

The Platform is offered in the United States, and we store and process information in the United States. If you use the Platform from outside the United States, you understand that your information will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your country.

The Platform may link to websites and services we do not control, such as Stripe's onboarding pages. Their privacy practices are governed by their own policies.

We may update this Privacy Policy from time to time. If we make a material change, we will notify you in the app or by email before it takes effect. The "Last updated" date shows when it last changed.

For privacy questions or to exercise your rights:

FixItLive LLC
Attn: Privacy
16108 Ash Way Suite 201
Lynnwood, WA 98087
fixitliveadmin@gmail.com