Privacy Policy

1. Who We Are

Nathan Davies trading as PC Tech Guru is the controller responsible for personal information handled by the business.

Correspondence address: 105 Lockfield, Runcorn, WA7 4BE.

This is a correspondence address only. It is not a customer-facing premises, and no walk-in services, collections or appointments are available at this address unless expressly agreed.

Contact email: enquiries@pctechguru.co.uk

Contact phone: 07741 318 468

2. Information We Collect

Depending on how you contact, book with or use PC Tech Guru, we may collect:

• Your name, email address, phone number, postal address and appointment location.
• Enquiries, messages, booking-change or cancellation reasons and information about your PC, laptop, WiFi, website or technical issue.
• Appointments, service history, repair and Custom PC records, GURU Shield status, Device Care membership and registered-device records, annual-service use, booking eligibility and GURU+ activity.
• GURU+ profile details, sign-in and security records, remembered-device information and communication preferences.
• Quotes, invoices, receipts, payment status, subscription details and transaction references. PC Tech Guru does not directly store full payment-card details.
• Website project content and requirements, including business details, domains, services, prices, images, logos, copy, support requests, approvals and third-party integrations.
• Technical and usage information such as IP address, browser, device, page views and selected website events where necessary for security or where optional analytics consent has been given.
• Cookie choices, terms acceptance and other records needed to demonstrate customer instructions or consent.

Information normally comes from you. It may also come from a booking or payment provider, Google Calendar, a person authorised by you, or records entered by PC Tech Guru following direct contact or completed work. Historical booking records imported from an older system may remain in the customer record where they are still needed.

3. How We Use Your Information

Your information may be used to:

• Reply to enquiries.
• Confirm and manage appointments, including applying weekend-booking eligibility from active GURU Shield or Device Care.
• Visit your location for a booked service.
• Diagnose and understand your technology issue.
• Plan, build, update, launch or support website projects.
• Provide website care, minor updates, checks, troubleshooting and aftercare.
• Set up or check contact forms, booking links, payment links, analytics, Meta Pixel or lead tracking where agreed.
• Send appointment, payment, project or service-related messages.
• Keep basic service, project and accounting records.
• Handle disputes, complaints, aftercare queries or legal responsibilities.

PC Tech Guru does not sell your personal information.

4. Lawful Basis

• Contract and steps before a contract: answering service enquiries, providing quotes, managing bookings, taking payment and delivering repairs, support, Device Care, Custom PC and website services.
• Legal obligation: keeping tax and accounting records, responding to lawful requests and meeting consumer, data-protection and other legal duties.
• Legitimate interests: administering the business, keeping appropriate service and warranty history, securing GURU+, preventing misuse or fraud, handling complaints and improving operations. We consider the effect on your rights before relying on this basis.
• Consent: optional Google Analytics and Meta tracking, and optional promotional communications where consent is required. You may withdraw consent at any time without affecting earlier lawful processing.

Where information is required to arrange or provide a service, not providing it may mean we cannot accept the booking, take payment or complete the requested work.

5. Who We Share Data With

We use service providers only where needed to operate PC Tech Guru or deliver agreed work. These may include:

• Cloudflare for website hosting, server functions, databases, storage, security and delivery.
• Stripe and approved card-payment services for payments, subscriptions, receipts and fraud prevention.
• Google for Calendar booking integration and, only after consent where required, Google Analytics.
• Resend and relevant email providers for transactional and customer emails.
• ElevenLabs when the Neo AI receptionist is used.
• Meta only where optional Meta tracking has been accepted.
• Image hosting, domain, DNS, hosting, email, analytics, payment or other providers required for an agreed customer website project.
• Professional advisers, insurers, regulators, courts or law-enforcement bodies where reasonably necessary or legally required.

Some providers may process information outside the UK. Where UK data-protection law treats this as a restricted transfer, we rely on an applicable adequacy decision, approved contractual safeguards such as the UK International Data Transfer Agreement or UK Addendum, or another lawful safeguard available for that transfer. You may contact us for further information.

PC Tech Guru does not sell personal information.

6. How Long We Keep Data

• General enquiries that do not become customer work are normally kept for up to 24 months after the last meaningful contact.
• Booking, service, repair, payment, invoice, Custom PC, website-project and customer-account records are normally kept for up to six years after the relevant service, transaction or customer relationship ends, where needed for tax, accounting, warranty, contract or dispute purposes.
• Active Device Care and website-support records are kept while the service remains active and normally for up to six years afterwards.
• One-time GURU+ sign-in links expire after 15 minutes. A remembered-device sign-in may last for up to 90 days unless it is revoked or cleared sooner.
• Optional marketing preferences and suppression records may be kept while needed to respect your choice. Cookie consent choices are requested again after 180 days or sooner if the consent setup materially changes.
• Analytics information is retained according to the configured provider settings and your consent choice.

We may keep information longer where a dispute, legal claim, safeguarding concern or legal requirement makes that necessary. When information is no longer needed, it is deleted, anonymised or securely made inaccessible where practical.

7. Security

Reasonable steps are taken to protect customer information, including using secure third-party services and limiting access to information where practical.

No online service can be guaranteed completely secure, but PC Tech Guru aims to handle customer details responsibly and only use them for appropriate business purposes.

8. Cookies and Website Tools

Essential functions: GURU+ uses a secure, HTTP-only sign-in cookie so an authorised customer can stay signed in on a chosen device for up to 90 days. The site also stores your cookie choice in your browser for up to 180 days. These items are needed for account security or to remember the choice you made.

Optional analytics and advertising: Google Analytics and Meta Pixel scripts load only after you select Accept. They may measure page views and actions such as booking, form, telephone, email, WhatsApp and payment-link clicks. Selecting Reject does not prevent essential website, booking, payment or GURU+ functions.

You can change your choice at any time using Cookie settings in the website footer. You can also remove cookies through your browser. Withdrawing consent stops new optional tracking from PC Tech Guru, although you may need to clear existing third-party cookies through your browser.

Stripe, Google Maps or another external service may set its own necessary or optional cookies when you choose to open or use that provider. Its own privacy and cookie information will apply.

Where PC Tech Guru configures analytics or tracking for a customer website, we will exercise reasonable care in carrying out the agreed setup and follow the customer's lawful instructions. The website owner remains responsible for deciding why and how their customer data is used and for maintaining suitable notices and consent arrangements.

9. AI Assistant & Enquiries

The PC Tech Guru website includes Neo, an AI receptionist that can help visitors with general questions about PC repairs, laptop issues, WiFi support, upgrades, Custom PC Builds, Website Design, bookings and related PC Tech Guru services.

The website Neo chat is text-only. When you send a message, the text is sent from your browser to ElevenLabs Conversational AI so Neo can process the conversation and generate a reply. The website chat does not request microphone access or start a voice conversation.

Neo cannot guarantee the exact fault, repair cost, part compatibility, appointment availability, data recovery result, website ranking or final outcome. A final diagnosis, booking or service commitment is only confirmed through the relevant PC Tech Guru process.

PC Tech Guru and ElevenLabs may process or store the chat transcript and technical conversation information needed to operate, secure and review the service. If you ask Neo to arrange follow-up or use another PC Tech Guru service, the details you provide may also be passed into the relevant PC Tech Guru booking, callback or enquiry process.

Where Neo creates a callback, enquiry or other follow-up, PC Tech Guru may use Resend or its own service systems to deliver the relevant notification. Cloudflare continues to process normal website traffic and security information because the website is hosted on Cloudflare Pages.

Do not enter passwords, payment card details, private account credentials, bank details or highly sensitive personal information into Neo.

10. Your Rights

Depending on the circumstances, UK data-protection law gives you rights to access personal information, correct inaccurate information, request deletion, restrict or object to processing, receive certain information in a portable format and withdraw consent. These rights are not absolute, and we will explain if a lawful exemption applies.

PC Tech Guru does not use personal information to make solely automated decisions that produce legal or similarly significant effects.

To exercise a right, contact us using the details below. We may need reasonable evidence of identity. You may also complain to the Information Commissioner’s Office.