Privacy Policy

Account Information. When you register, we collect your name, email address, phone number, password, and account type (Client or Pro). For Pros, we also collect business name, service categories, service area, and similar profile data. If you create an account in our Telegram bot or by text message, we collect the email address you confirm with a one-time code and, for text messages, your mobile number, together with a record of when and how you accepted our Terms and this Privacy Policy.

Pro Credentials. Pros upload certificates of insurance, contractor and trade licenses, workers' compensation certificates and a Form W-9, on the website or as photos by text message or Telegram (W-9s on the website only). We read details such as the insurer, policy or license number and expiration date from these documents, including with an AI service, to speed up review. From a W-9 we store only the last four digits of the taxpayer identification number in our database; the document files are kept in private storage that only the Pro and authorized FixNeighbor staff can open. With the Pro's consent, Clients who receive the Pro's offer see the Pro's insurance details (insurer, policy number, coverage, expiration date and the insurer's or agent's contact on the certificate), and the Client who hires the Pro can view the certificate itself, so the Client can contact the insurer and confirm the coverage. W-9s and tax details are never shown to Clients.

Property and Service Details. Clients provide property addresses, descriptions of work needed, photographs, scheduling preferences, and other details necessary to match them with appropriate Pros.

Payment Information. When you make or receive payments, our payment processor collects payment card details, bank account information, billing address, and tax identification information (for Pros). FixNeighbor does not store full payment card numbers on its own servers. If you authorize us to save your payment method, PayPal stores it and gives us only a reference (token) and, for cards, the brand and last four digits; we also keep a record of your authorization (wording, date and time, IP address and browser) as proof for the card networks and PayPal.

Communications. We collect the content of messages exchanged through the Platform between Clients, Pros, and FixNeighbor support, as well as any feedback, reviews, or support requests you submit.

Support Access to Conversations. FixNeighbor staff may review messages exchanged through the Platform (including messages relayed by text message or Telegram) to provide support, resolve disputes, prevent fraud and off-platform payments, ensure safety, and enforce our Terms. Staff access to a conversation is logged. FixNeighbor support may also join a conversation; such messages are clearly labeled as coming from FixNeighbor Support, and a notice is shown in the conversation when support joins. FixNeighbor staff never write as a Client or a Pro.

Identity Verification. We do not currently request government-issued identification documents.

Device and Usage Data. When you access the Platform, we automatically collect information such as IP address, device type, operating system, browser type, language preferences, referring URLs, pages viewed, time spent, and click activity.

Location Data. With your permission, we may collect precise location data from your device. We also infer approximate location from IP address. Location data helps us match Clients with Pros in the appropriate service area.

Cookies and Similar Technologies. We use cookies, web beacons, and similar tracking technologies to operate the Platform, remember your preferences, and analyze usage. See Section 8 for details.

Insurance and Licenses. Pros upload a certificate of insurance; we review it and may contact the insurer or agent named on it to confirm the policy. FixNeighbor does not verify contractor licenses — licensing is issued by each city or county, and each Pro is responsible for holding the license and permits required where the work is done. FixNeighbor does not currently run background checks. If we introduce them, we will tell Pros in advance and obtain their separate written consent before any check is run.

Payment Processors. Our payment processor (PayPal) may share transaction status, fraud signals, and payout information with us.

Analytics and Marketing Partners. We may receive aggregated information about Platform usage and marketing performance from analytics and advertising providers.

Public Sources. We may collect information about Pros from public licensing databases or business registries to maintain accurate listings.

Telegram. If you message our Telegram bot, we receive your Telegram chat ID, username and display name, and the messages, photos and voice messages you send (voice messages are transcribed to text). Telegram is a third-party service with its own terms and privacy policy.

Text messages. If you text our number, we receive your mobile number and the content of your messages and photos.

Phone calls. If you call our number, we see your phone number. If you leave a voicemail, it is recorded by our telephone provider and transcribed to text so our team can call you back. If our team files a request for you during a call, we record what you tell us (name, phone number, address, description of the work, and whether you agreed to text messages, with the time and the team member who took the call).

AI assistant. Our assistant “Alex” is an AI. Your conversation with Alex, photos and voice messages are processed by an AI service provider (currently Google) to understand your request, write replies and a job summary for Pros, and transcribe voice messages.

Messages before a Pro accepts. Messages and photos you send about a request before a Pro accepts it — on the website, in Telegram or by text message — are saved with the request. Photos may be shown to Pros reviewing the request, and the Pro who accepts the job can see the whole conversation.

To facilitate services, we share necessary information between Clients and Pros. When a Client submits a job, Pros in the area who may respond see the scope of work, photos, the city and ZIP code, and the Client's first name. Up to three Pros may respond and chat with the Client through the Platform; phone numbers and email addresses typed into these chats are masked. The full property address, the Client's full name, and contact details are shared only with the Pro the Client chooses. Clients receive the Pro's name, business information, license and insurance status, ratings, and contact details.

We share information with vendors who perform services on our behalf, including:

• Payment processors and card networks;
• Cloud hosting and storage providers;
• Analytics, customer support, and communication tools;
• AI service providers that process conversations, photos, voice messages and uploaded documents to provide our AI assistant and document review;
• Messaging services such as Telegram and our SMS provider (Twilio);
• Marketing and email service providers.

These providers are bound by contractual obligations to use information only for the purposes we specify and to protect it appropriately.

We may disclose information when we believe in good faith that disclosure is necessary to:

• Comply with applicable law, legal process, or government requests;
• Enforce our Terms or other agreements;
• Detect, prevent, or address fraud, security, or technical issues;
• Protect the rights, property, or safety of FixNeighbor, our users, or the public.

If FixNeighbor is involved in a merger, acquisition, financing, or sale of assets, your information may be transferred as part of that transaction. We will notify you and provide choices where required by law.

We may share information for other purposes with your consent or at your direction.

We may share aggregated or de-identified information that cannot reasonably be used to identify you for any purpose, including market analysis, research, and reporting.

If you add a mobile number and agree to receive text messages, we use it only to send messages about your requests and jobs (new requests, messages from your Client or Pro, job status, and verification codes) and to receive your replies. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. Details are in our SMS Terms.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are excluded from all of the sharing categories above and will not be shared with any third parties. We use a messaging provider (Twilio) solely to deliver these messages on our behalf.

We use Mixpanel, Inc. (One Front Street, Suite 2800, San Francisco, CA 94111, USA) as a service provider to understand how the Platform is used and to improve it. Mixpanel processes this data only on our behalf, under a written agreement.

What we deliberately attach to events. Product analytics events covering page views, button and link interactions captured by Mixpanel Autocapture, and a fixed list of custom events that mark key funnel steps (landing-page view, signup started, signup completed and verified, lead submitted, call-to-action clicked, purchase). With every event we also send the device-level identifiers Mixpanel issues, the page URL path (we strip the query string so single-use auth tokens are never transmitted), the referrer, and self-described UTM attribution. For signed-in users we attach a one-way SHA-256 hash of the FixNeighbor account ID and the user role (homeowner or pro). We do not deliberately attach your email, phone, name, or address to any event.

Session Replay. Mixpanel also records a video-style playback of how you interact with the Platform — mouse movement, scroll position, clicks, and a reconstruction of what was visible on the page. Form input values are masked automatically and we exclude administrative pages, printable invoices, the chat transcript on the homeowner workspace, and the PayPal payment buttons and card form from the recording. Because the recorder reconstructs visible page content, incidental capture of personal data that appears in non-excluded views — such as your name on a profile page or an address shown on an order — is possible.

Retention. Mixpanel keeps the data on the FixNeighbor project for the period configured in our Mixpanel project settings, consistent with our retention policy. The current settings are available on request to support@fixneighbor.com. When your account is deleted under Section 9 we remove your Mixpanel People profile immediately and submit a separate request to Mixpanel to erase associated event records; Mixpanel completes these requests within its standard deletion SLA, typically thirty days.

Choice. You can turn this analytics off at any time as described below.

Disabling. Click Decline in the banner that appears on first visit, or contact us at support@fixneighbor.com to revoke consent later. When consent is revoked, the Mixpanel SDK is asked to opt out of tracking and the session-replay device identifier is cleared from your browser.