Privacy Policy

1. Introduction

TroubleBuddy.ai Limited (“we,” “our,” “us”) provides a downloadable desktop application (“the App”) designed to assist users with IT diagnostics and support. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you download and use the App.

By downloading or using the App, you agree to the collection and use of information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

We collect a limited amount of personal data (“Personal Data”) when you use the App. Certain information is required in order to provide access to the App, while other information relates to how the App functions and improves over time. This may include:

• Name (required for account creation)
• Company name (optional, if provided)
• Email address (required for account access and communication preferences)
• IP address (collected automatically)
• Device information (such as operating system, device type, and basic system characteristics, collected automatically)
• Diagnostic and troubleshooting data (information generated during use of the App to identify system, performance, configuration, or security-related issues)

Diagnostic data is processed to provide support and insights within the App and is not used to monitor users outside of the App environment.

User inputs and prompts submitted through the App may be processed by third-party service providers, including artificial intelligence service providers, for the purpose of delivering the App’s functionality.

3. How We Use Your Information

We use the information we collect for the following purposes:

• Access and authentication: To authenticate users during active use of the App and link an account to the current device.
• Diagnostics and support: To analyse diagnostic and troubleshooting data in order to identify issues and present relevant guidance or recommendations within the App.
• Communication: To send service-related notices, updates, or information you have opted in to receive. You may unsubscribe from non-essential communications at any time.
• Service improvement: To analyse anonymised or aggregated usage and diagnostic data to improve functionality, performance, and user experience.

4. Legal Basis for Processing

We process Personal Data under the following legal bases:

• Contractual necessity: Where processing is required to provide access to and operate the App.
• Consent: Where you have opted in to receive communications or choose to interact with third-party services or links.
• Legitimate interests: To maintain, secure, and improve the App, provided those interests do not override your rights and freedoms.

5. How We Collect Your Information

We collect information through:

• User input: Information you provide when registering for or using the App.
• Automatic collection: Limited technical and diagnostic information generated during use of the App, such as IP address, device information, and troubleshooting data.

Authentication data is handled temporarily in memory during active use of the App and is cleared when the session ends. At this stage, the App itself does not use cookies, local storage, or other persistent tracking technologies.

6. Data Retention

We retain Personal Data only for as long as necessary for the purposes described in this Privacy Policy:

• Account and contact information: Retained while your account remains active or while required to provide the App and related communications.
• Diagnostic and usage data: Retained in anonymised or aggregated form for a reasonable period to support service improvement and reliability.

7. Data Sharing and Third-Party Services

We do not sell your Personal Data.

Where the App identifies that a user may benefit from a third-party service or software provider, we may present links to those services. Interaction with any third-party service is optional and occurs only if you choose to follow such a link.

In those cases, we may facilitate limited data processing by third parties, subject to your consent and the third party’s own privacy practices. Third parties process data for their own purposes and in accordance with their own privacy policies. TroubleBuddy.ai Limited does not control or operate third-party services and is not responsible for their data practices.

We use third-party service providers to support the operation of the App. This includes artificial intelligence service providers, such as OpenAI, which process user inputs on our behalf solely to provide the App’s functionality. Such providers act as data processors and are subject to contractual obligations to process data only in accordance with our instructions and applicable data protection laws.

8. Data Security

We implement reasonable technical and organisational measures to protect Personal Data against unauthorised access, loss, misuse, or disclosure. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. Your Data Protection Rights

You have the following rights under UK GDPR:

• Right to access
• Right to rectification
• Right to erasure
• Right to restrict processing
• Right to object to processing

To exercise these rights, please contact us using the details in Section 12.

10. Cookies and Tracking Technologies

TroubleBuddy.ai Limited does not itself use cookies, local storage, or other persistent tracking technologies within the App.

Where the App provides links to third-party services or software providers, those third parties may use cookies or similar technologies in accordance with their own privacy policies, for purposes such as referral attribution or analytics. Any such technologies are used by the third party for their own purposes and not by TroubleBuddy.ai Limited.

Users are clearly informed, reminded, and asked for consent at the point such links are presented, including highlighting any potential use of cookies or similar technologies by third parties. Links to applicable third-party privacy policies are provided at that time.

11. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be made available on our website or within the App. Continued use of the App following an update constitutes acceptance of the revised Privacy Policy.

If you have any questions about this Privacy Policy or your data protection rights, please contact us at:

privacy@troublebuddy.ai