Privacy Policy
Last updated: August 2026
1. Who We Are
Neuro IT ("we", "us", "our") is a London-based IT support service. We act as the Data Controller for any personal data you provide, ensuring compliance with UK GDPR and data protection laws.
2. Data We Collect
We collect the following personal data when you use our service: • Name and email address • Home address and postcode • Device information (brand, model, OS) • Issue descriptions and chat transcripts • Device photographs (for condition verification in Mail-in repairs) • Payment details (processed securely via Stripe) • Cookies and website analytics data
3. How We Use Your Data
We use your data to: • Provide IT support services • Process bookings and payments • Communicate with you about your repair • Improve our service and website • Comply with legal obligations
4. Legal Basis
We process your data under the following legal bases: • Contract: to fulfill our service agreement with you • Legitimate interest: to improve our service • Consent: for marketing communications • Legal obligation: for financial records and tax compliance
5. Data Retention
We retain your personal data for the minimum period necessary: • Active account data: duration of your account • Completed repair records: 6 years (UK tax requirements) • Chat transcripts: 12 months • Device photographs: 90 days following repair completion (held for condition verification and insurance purposes) • Payment records: 7 years (financial regulations)
6. Our AI Assistant
The chat on our website is answered by an AI assistant. Here is exactly what that means for your data: • What it receives: the messages you type, and which page you were on. Please do not enter passwords or card details into the chat — we will never ask for them there. • Who processes it: your messages are sent to Google (Gemini API), acting as our data processor under a data processing agreement. They may not use your data for their own purposes. • Where it is processed: the United States and other countries where Google operates. • Model training: on the plan we currently use, the provider may use conversation content to improve their own services. If this matters to you, please contact us by email or phone instead of the chat. • How long we keep it: 12 months where a conversation does not lead to a booking. Where it does, the transcript is kept with your repair record — see section 5. • It is not a decision-maker: the assistant gives information and helps you book. It cannot approve or refuse a repair, set a final price, or take payment. A person reviews anything that matters. • A human, any time: ask to speak to a person and we will take over. You are never required to use the assistant.
7. Your Rights
Under UK GDPR you have the right to: • Access your personal data • Rectify inaccurate data • Erase your data ("right to be forgotten") • Object to processing • Data portability • Withdraw consent To exercise these rights, email neuroit.london@gmail.com or use the data export/delete features in your account portal.
8. Data Security
We implement appropriate technical and organisational measures to protect your data, including encryption in transit (TLS), secure database storage, and access controls.
9. Third Parties
We share data with: • Stripe (payment processing) • Google (authentication) • Resend (transactional emails) • Google (Gemini API) (AI assistant — see section 6) All third parties are GDPR-compliant and process data only as necessary.
10. Contact
For privacy enquiries: Email: neuroit.london@gmail.com You may also contact the Information Commissioner's Office (ICO) at ico.org.uk if you have data protection concerns.