Privacy Policy

Last updated: 17 April 2026

Pinchpop Ltd ("we", "us", "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, store, share, and protect personal data when you use Fix My Snag, our website, and related services.

1. Who we are

Fix My Snag is operated by Pinchpop Ltd.

For the purposes of UK data protection law, we are the controller of personal data we process for our own purposes, such as account administration, billing, support, security, analytics, and compliance. Where we process Customer Data (as defined in our Terms of Service) strictly on your instructions to provide the Service, we act as a processor for that limited processing activity.

Our full company details are set out in Section 18.

2. What this policy covers

This policy applies to:

• Visitors to our website.
• Users who create an account.
• People who upload or view snagging information in the app.
• People who contact us by email or other channels.

This policy does not apply to third-party websites, services, or apps that we do not control.

3. The data we collect

We may collect and process the following types of personal data:

3.1 Account data

• Name.
• Email address.
• Password or authentication data.
• Account settings and preferences.

3.2 Snagging and project data

• Property address.
• Snag descriptions.
• Notes and comments.
• Photographs and files uploaded to the app.
• Names and contact details of contractors, developers, agents, or other parties.

3.3 Communication data

• Emails and messages you send to us.
• Support requests.
• Feedback and complaints.

3.4 Technical and usage data

• IP address.
• Device type.
• Browser type.
• App usage information.
• Log data.
• Cookie and analytics data.

3.5 Payment data

If paid plans are introduced in the future, we may collect billing-related information such as payment status, transaction records, and limited billing details. We do not intend to store full card details ourselves where a payment processor handles those details for us.

4. How we use your data

We use personal data for the following purposes:

• To create and manage your account.
• To provide the Fix My Snag service.
• To let you create, track, and manage snagging projects.
• To store and organise the information you upload.
• To enable communication between users and relevant third parties.
• To respond to support requests and complaints.
• To improve the app, security, performance, and user experience.
• To send service messages and important updates.
• To comply with legal obligations.
• To send marketing communications in the future, if we choose to do so and if permitted by law.

5. Lawful bases for processing

We process personal data only when we have a lawful basis to do so.

5.1 Contract

We process data where it is necessary to provide the service you have requested, such as account creation, project management, and storing snagging information.

5.2 Legitimate interests

We may process data where it is necessary for our legitimate interests, provided those interests are not overridden by your rights. This may include:

• Improving and securing the service.
• Preventing fraud and misuse.
• Maintaining system logs.
• Handling support and internal administration.

5.3 Legal obligation

We may process personal data where necessary to comply with our legal obligations, including tax, accounting, regulatory, and record-keeping requirements.

5.4 Consent

Where required, we rely on your consent, for example for certain cookies or marketing communications. You can withdraw consent at any time where it is the basis for processing.

6. Sharing your data

We may share personal data with trusted third parties where necessary to run the service, including:

• Cloud hosting and infrastructure providers (currently Cloudflare, Inc.).
• Email and notification providers (currently Resend, Inc.).
• Analytics and monitoring tools.
• Customer support tools.
• Professional advisers.
• Regulators, courts, or law enforcement where required by law.

We only share the minimum data needed for the relevant purpose and take steps to require appropriate data protection safeguards from service providers.

6.1 Sharing with contractors and developers

Where you choose to send snagging information to developers, contractors, or other third parties through the Service, we will process and transmit that information on your instructions. Those third parties may process the information in their own capacity and should provide their own privacy information where required.

7. International transfers

Some of our service providers may process personal data outside the United Kingdom. Where this happens, we will use appropriate safeguards required by UK data protection law, such as approved transfer mechanisms or equivalent protections.

8. How long we keep your data

We keep personal data only for as long as necessary for the purposes set out in this policy.

In general:

• Account data is kept while your account is active and for a limited period afterwards.
• Snagging and project data is kept while the account remains active and deleted within 90 days after account termination, unless we must keep it for legal or legitimate business record-keeping purposes.
• Support correspondence is kept for as long as needed to resolve the issue and for a reasonable period afterwards.
• Technical logs are kept for security, performance, and troubleshooting purposes for a limited period.

When data is no longer needed, we delete it or anonymise it.

9. Your rights

Under UK data protection law, you may have the right to:

• Access your personal data.
• Correct inaccurate or incomplete data.
• Request deletion of your data.
• Restrict or object to certain processing.
• Request portability of certain data.
• Withdraw consent where processing is based on consent.

To exercise your rights, contact us at support@pinchpop.com. We may need to verify your identity before responding.

10. Security

We take reasonable technical and organisational measures to protect personal data from unauthorised access, loss, misuse, or disclosure. These measures may include access controls, encryption, secure hosting, logging, and regular monitoring.

No system can be guaranteed to be completely secure, but we work to reduce risk and respond promptly to incidents.

11. Cookies and tracking

We may use cookies and similar technologies to:

• Keep you signed in.
• Remember preferences.
• Understand how the app is used.
• Improve performance and reliability.

Where required by law, we will ask for your consent before placing non-essential cookies. You can manage cookie preferences through your browser or any cookie controls we provide.

12. Children

The Service is intended for adults. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will take appropriate steps.

13. Data processed on behalf of users

In some cases, we may process personal data that you upload into the app about other people, such as contractors, developers, or household contacts.

In those cases:

• You are responsible for having a lawful basis to share that data with us.
• You are responsible for telling those people, where required, how their data will be used.
• We process that data on your instructions and in line with our Terms and any applicable data processing terms.

14. Marketing

We do not currently send marketing communications. If we do in the future, we will only do so where permitted by law and, where required, with your consent. You can opt out at any time.

15. Complaints

If you are unhappy with how we handle your personal data, please contact us first and we will try to help.

You also have the right to complain to the Information Commissioner's Office (ICO). The ICO can be contacted through its website at ico.org.uk.

16. Changes to this policy

We may update this Privacy Policy from time to time. If we make material changes, we will take reasonable steps to notify you, such as by email or by a notice in the app.

17. Contact us

If you have questions about this Privacy Policy or how we handle personal data, contact:

Pinchpop Ltd
Email: support@pinchpop.com

18. Company Information

This Privacy Policy is issued by: