Privacy Policy

Last updated: 8 October 2026

This policy explains what personal information Email Fix collects, why we collect it, who we share it with and what rights you have. We’ve tried to keep it in plain English.

Who we are

Email Fix is a trading name of Rosevear Ltd, a company registered in Scotland (company number SC792530).

Rosevear Ltd is the “controller” of the personal information described in this policy. That means we decide how and why it is used, and we are responsible for looking after it.

If you have any questions about this policy or your information, email us at support@emailfix.co.uk.

Information we collect

When you use our support forms

When you report a problem or ask a question on our Contact page, we collect your name, email address, mobile number (if you give it, which we use only to text you the link to your ticket chat; we never phone), and the details you give us about your problem. That can include the email address or domain that’s affected, who provides your email and website, who looks after your website, when the problem started, recent changes and any error messages you paste in.

Each request is saved as a support ticket with a reference number (for example EF-1042), kept privately in our website’s system and emailed to our support inbox. We also email you a copy to confirm we’ve received it.

When you use our live chat

Before the chat starts we ask for your name, email address, mobile number (if you give it, used only to text you the link to your ticket chat) and your first message. During the chat we collect everything you type, which will usually include details of your email problem, the email address or domain that is affected, who provides your email and website, and anything else you choose to tell us.

When the chat is handed over to us, it is saved as a support ticket in the same way as our forms. If you leave the chat before it’s finished, we still keep what you’ve told us so we can follow up.

Our live chat is answered by an AI assistant, not a person. See “Our AI chat assistant” below for how that works.

Automatic checks on your domain

When you give us an email address or website domain in a form or the chat, our system automatically looks up that domain’s public DNS records (such as MX, SPF, DKIM and DMARC) so we can see how its email is set up before replying. These records are public information. This check doesn’t access your email account or read any of your emails.

When we assess or fix your email

To diagnose and fix a problem we may need to look at:

• your domain name and its public DNS records (for example SPF, DKIM, DMARC and MX records)
• settings in your email service, domain registrar, DNS host or website, if you give us access
• test emails and email headers, which can include email addresses, names and sending details

We only look at what we need to do the job you have asked for. We never need to read the content of your ordinary emails, and we will never ask for your password in chat.

When you become a customer

We keep your name, business name (if any), contact details, the quote we gave you, a record of the work we did, invoices and payment records.

When you email or phone us

We keep a copy of our correspondence with you.

When you use your private ticket page

If we send you a link to a private page about your request, or you open it with your ticket code, we keep anything you write there with your ticket. That includes the details you give when you accept a quote: your business or personal name, billing address and the email address for invoices, and, if you give them, another email address and a mobile number. We use those only to reach you about your request if your email isn’t working. Only someone with the link, or your ticket code, can see the page. It is hidden from search engines, and it stops working when your ticket is deleted. The page and the “Already have a ticket?” box on our Contact page also briefly hold a scrambled version of your IP address, to stop them being flooded with messages or guesses. If you add pictures to your ticket chat, such as screenshots, we keep them with your ticket. We re-save each one so hidden details such as location are removed; only you and we can see them, and they are deleted with your ticket.

When we reply to you there, we email you the link, and if you gave us a mobile number we may text it to you too.

When you browse our website

We use a privacy-friendly analytics tool (Independent Analytics) that runs on our own website. It does not use cookies. It uses your IP address briefly to work out roughly which country you are in, then stores only a scrambled (one-way hashed) visitor ID, along with the pages you viewed, the website that referred you and your type of device and browser. We cannot use this to identify you.

Our website host also keeps standard server logs, which include IP addresses, for security and to keep the site running. Our chat system also briefly holds a scrambled version of your IP address to stop the chat being flooded with messages.

How and why we use your information

Data protection law says we must have a “lawful basis” for using your personal information. These are the ones we rely on:

• To reply to your enquiry, give you a free assessment and quote, and carry out work you ask for. Lawful basis: taking steps at your request before entering into a contract, and performing our contract with you.
• To invoice you, keep accounts and meet tax and legal requirements. Lawful basis: legal obligation.
• To keep our website and chat secure, prevent abuse and understand how our website is used. Lawful basis: our legitimate interests in running a safe, working website.
• To follow up on an enquiry you started but didn’t finish (for example if a chat ended before we had all the details). Lawful basis: our legitimate interests in responding to people who have asked for our help.
• To deal with complaints or legal claims. Lawful basis: our legitimate interests, and legal obligation where it applies.

We do not sell your information. We do not use it for automated decisions that have a legal or similarly significant effect on you. We will only send you marketing emails if you have agreed to receive them, and you can opt out at any time.

Our AI chat assistant

The live chat on our website is run by an AI assistant powered by Claude, a model made by Anthropic. The assistant’s job is to understand what you need and pass your details to us. It does not carry out technical work, and a person from Email Fix follows up on every enquiry it passes on.

When you use the chat:

• Your messages and the details you give on the pre-chat form are sent securely from our website to Anthropic so the assistant can reply. Anthropic processes this on our behalf. Under its commercial terms, Anthropic does not use this information to train its AI models, and normally deletes it within 30 days.
• When the chat is handed over (or ends early), the conversation is also sent to Anthropic once more so the assistant can summarise it into the details we need. The summary and full transcript are saved as a support ticket and emailed to our support inbox so we can follow up.

AI assistants can make mistakes, so please treat anything the assistant says as general guidance until someone from Email Fix has looked at your problem. Please don’t share passwords, payment details or other sensitive information in the chat. If you would rather not use the chat, you can use our contact form or email us instead.

Who we share your information with

We only share your information where we need to, with:

• Hostinger, who host our website and store the information sent through it
• Google, who provide our business email (Google Workspace)
• Anthropic, who provide the AI behind our live chat
• our accounting and invoicing software provider, for invoices and payment records
• your own service providers (such as your email provider, domain registrar, DNS host or web designer), where we need to deal with them to fix your problem and you have asked us to
• professional advisers such as our accountant, and authorities such as HMRC, where the law requires it

These organisations may only use your information to provide their services to us, or as the law requires.

Transfers outside the UK

Some of our providers, such as Google and Anthropic, may process information outside the UK, including in the United States. Where this happens, we rely on the safeguards allowed under UK data protection law, such as the UK International Data Transfer Addendum or the UK–US “data bridge”.

How long we keep your information

• Enquiries that don’t go further (support tickets, form messages, chat transcripts and related emails): up to 12 months, then deleted. Tickets are deleted from our website automatically after 12 months unless you become a customer.
• Customer records, quotes, invoices and payment records: 6 years after the end of the financial year the work was done in, because tax law requires it.
• Access to your systems: we only keep access for as long as the job needs. We will ask you to remove it (or remove it ourselves) once the work is finished, and we don’t keep copies of your login details.
• Website analytics: kept on our own website in scrambled form. We review and delete old data regularly.
• Chat rate-limit data: about a minute.

Your rights

You have the right to:

• ask for a copy of the personal information we hold about you
• ask us to correct information that is wrong or incomplete
• ask us to delete your information
• ask us to restrict how we use your information
• object to us using your information where we rely on legitimate interests
• ask us to send your information to you or another organisation in a common digital format (where this applies)

To use any of these rights, email support@emailfix.co.uk. There is no charge, and we will reply within one month. Some rights have legal limits (for example, we must keep invoices for tax purposes), and we will explain if that applies.

Complaints

If you are unhappy with how we have handled your information, please tell us first so we can try to put it right. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data protection regulator: ico.org.uk/make-a-complaint or 0303 123 1113.

Keeping your information safe

We use secure (HTTPS) connections on our website, keep our software up to date, limit who can access your information, and use reputable providers. We only access your systems with your permission, for the job you have asked for, and we recommend you change any shared passwords once our work is finished.

Cookies

Our website does not use advertising or tracking cookies. See our Cookie Policy for details.

Children

Our services are for businesses and adults. We don’t knowingly collect information from children under 18.

Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated at the top.