Privacy Policy

This Privacy Policy explains how Door Ops Limited ("Door Ops", "we", "us", or "our") collects, uses, stores, and protects your personal information when you use our job management software, Door Ops Engineer apps for iPhone and Android, and related services (the "Service").

We are committed to protecting your privacy and ensuring your data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Company Details:

- Company Name: Door Ops Limited

- Company Number: 16628122

- Registered Address: Hewitt House, Winstanley Road, Billinge, Lancashire, England, WN5 7XA

- Data Protection Contact: privacy@doorops.com

Account Information When you create an account, we collect:

- Name and email address

- Company name and address

- Phone number

- Password (encrypted)

Business Data (Door Ops Lite) When you use Door Ops Lite, we store the data you enter to run worksheets and forms, including:

- Customer and site information you add

- Form submissions, worksheet content, and photos

- Team member accounts and role assignments

- Branding settings used on PDFs

Business Data (other enabled features) Depending on the features your company uses, we also store operational data including customer contacts, site addresses, asset registers, job descriptions and schedules, service history, submitted forms, quotes, invoices and dispatch records.

Usage Data We automatically collect:

- Log data (IP address, browser type, pages visited)

- Device information

- Feature usage analytics and consented marketing analytics where enabled

Signup Sources and Internal Alerts When you create an account, authorised Door Ops staff receive an internal email containing your contact details, signup type and any company and trial details you have supplied, so they can support your onboarding and follow up. With your analytics cookie consent, we use a first-party source cookie that expires after 30 days without a marketing-page visit to record your first and latest signup source: the public landing-page path, referring website domain, campaign tags, referral codes and advertising click identifiers supplied in the link. These source details may be included in the internal signup email. Inferred sources are estimates, not verified identities. We do not look up private profiles or send signup details to external enrichment services. Signing up does not itself give consent to marketing emails.

Connected AI and MCP Diagnostics When an AI assistant connects to Door Ops, we collect anonymous daily totals for connection requests and tool use to improve reliability and performance. These totals include the MCP endpoint and method, registered tool name and operation phase, a recognised client category when reported by the connection, outcome and error codes, call counts, server response timings and request and response sizes. Client categories are reported labels, not verified identities.

We also retain short-lived request metadata to identify repeated calls, errors and slow tool paths. Requests can be grouped using a pseudonymous connection key that rotates each UTC day. A secret-keyed input fingerprint identifies matching tool inputs within that daily connection without storing their content. These keys are derived from the signed-in connection and cannot be used to retrieve customer records. Activity windows are not conversation transcripts: several chats may share a connection, and a token refresh or day boundary can split a window.

This diagnostic collection does not store prompts, raw tool arguments, response bodies, customer records, credentials, tokens, IP addresses or raw user, company and conversation identifiers. Access is restricted to authorised platform staff. It does not use cookies, collect customer content for AI training or change tools automatically. Separate access, security and business audit logs continue to apply as described elsewhere in this policy.

Door Ops Engineer Support and Diagnostics The iPhone and Android apps send technical reports about unexpected errors. Reports include the app version and build, device model, operating system version, time, affected action, error code, and report and request identifiers. The iPhone app also sends crash and app-hang reports, with available technical call stacks, when supplied by Apple MetricKit. On Android 11 and later, the Android app uses system process-exit metadata to identify crashes and app hangs after the app restarts; it does not read system descriptions or crash traces. Reports received while signed in are linked to your user account and company so we can investigate the correct environment. Device identifiers used for sign-in and session management are also linked to your account.

When you choose Report a Problem, we also collect the message you enter and an optional screenshot you choose to attach. Screenshots may contain information visible on your screen. Automatic error reports do not include screenshots, form answers, photos or message text. We use these reports to provide support, diagnose faults and improve app reliability.

Android Notifications, Asset Scanning and Dictation Where push notifications are enabled, the Android app registers a Firebase Cloud Messaging token with Door Ops to deliver job and account updates. Google processes registration and installation identifiers, app and device information, and notification-delivery data. Door Ops links the token to the signed-in account and removes its server registration at sign-out.

Optional asset-label checks use Google Code Scanner. Camera images and recognised codes are processed on the device. Google does not store the scanned images or results. The scanner SDK collects device and app information, identifiers, performance metrics, feature events and error codes for diagnostics and usage analytics. Auto-zoom also sends a scan-session identifier, zoom changes and predicted barcode bounds.

Optional dictation on supported Android devices uses on-device speech recognition after microphone permission. Door Ops does not upload the audio. Recognised text reaches Door Ops when you submit it or request AI wording help.

Location Data In Door Ops Engineer for iPhone and Android, an engineer can choose Share Journey while travelling to an assigned job. With their device location permission, Door Ops collects precise location and an arrival estimate, including while another navigation app is open. Apple Maps calculates the iPhone estimate; HERE calculates the Android estimate using coordinates sent through Door Ops. These are visible to their company and anyone given that job’s expiring customer tracking link. Sharing stops on arrival, Stop Sharing or sign-out and expires after two hours. Android displays an ongoing journey-sharing notification with a Stop control and also stops sharing when the app is closed. If updates stop, the customer map hides the location and estimate after two minutes. Engineers can use the rest of the app without sharing their journey.

The Android app can also attach an available recent location to a job status update when device location permission is already granted. This records where the status action occurred without starting continuous journey sharing.

We use your information to:

- Provide and maintain the Service

- Process job worksheets and generate PDFs

- Send notifications about jobs and account activity

- Provide customer support

- Improve our Service based on usage patterns

- Comply with legal obligations

- Prevent fraud and ensure security

We do not:

- Sell your personal data to third parties

- Use your data for advertising purposes

- Share your customer data with other Door Ops users

Under UK GDPR, we process your data based on:

Contract Performance Processing necessary to provide the Service you've subscribed to.

Legitimate Interests Processing for service improvement, security, and fraud prevention.

Legal Obligations Processing required to comply with UK law (e.g., tax records).

Consent Where required, such as for marketing communications and location tracking.

We share your data only with:

Service Providers

- Cloud hosting and storage providers

- Payment processors (Stripe)

- Email delivery services

- PDF generation services

- Analytics and product insight providers, currently Google Analytics 4 and Microsoft Clarity where enabled and consented

- Google (the Gemini API) processes the content you ask Door Ops AI features to work on, such as assistant messages and attached files, worksheet and callout notes, and job details for RAMS and quote drafts, and returns the result. Only the records the feature needs are sent.

- TypeSafe (the Jev model, United States) reads short pieces of text and returns yes/no, choice and score answers that Door Ops shows as suggestions. Each feature is switched on separately, and only the text that feature needs is sent, for one company at a time. It may read: the fault description of a reactive callout, and of the same door's last visit (whether it may be an emergency, what kind of door it is, whether it is the same fault again); engineers' notes on a submitted service sheet (whether they describe a safety defect or further work); messages typed into the Door Ops assistant (what kind of request it is); drafts the Gemini features write, with the notes they were written from (whether they add or leave out facts, or say a door is safe); support tickets to us; the note a customer leaves when accepting or rejecting a quote; messages sent through our contact form, with the company name typed into it; the note and transcript of a call imported through the telephony API, with summaries of the caller's open jobs; and, when you import records, column headings (not their values), the job statuses and door types in another system's export, and pairs of customer or site records (names, first address line, town and postcode) to spot one you may already have. Before a customer's first invoice is sent to Xero it may compare the customer's business name and postcode district with similar Xero contact names. Email addresses and phone numbers are always masked first. For callouts, service sheets and Gemini drafts, the names Door Ops already knows (your team, the customer and its contacts, the site's contacts) are masked too, and in calls so are names said in the usual ways. Other names in free text, such as a sign-off in a message or ticket, may still be included.

- Laravel Nightwatch receives monitoring events for mobile reports, including report and request identifiers, user and company identifiers, app version and build, and the error category or affected action. Its standard request diagnostics also include the authenticated account name and email address, IP address, request method and URL, response status and request metadata such as headers. Authorization bearer tokens are redacted. The support message, screenshot and diagnostic call stack are excluded from the mobile report context and redacted from request payloads.

- Apple Maps receives the iPhone journey location and site destination to calculate arrival estimates. HERE receives the Android journey location and site destination through Door Ops for route estimates. Opening directions shares the destination with the selected Apple Maps, Google Maps, Waze or other maps service.

- Google provides Firebase Cloud Messaging and Google Code Scanner in the Android app and processes the notification identifiers, delivery data and scanner diagnostics described above.

AI Assistants You Connect When you sign in and authorise an assistant such as ChatGPT, Claude or Grok, Door Ops allows that connection to use records from the authorised company within your role and enabled features. Depending on your request, tool responses may include your account name and email, company and role, customer and site contact details and addresses, job and asset history, submitted forms, quote details, organisation settings and email templates. Record identifiers and links help the assistant retrieve or update the correct record. The assistant can also make supported changes you request; some actions, such as completing a job or sending a test email, can trigger notifications.

The assistant provider receives the returned information and processes it under its own terms, privacy policy and your account settings. Review those settings before connecting. An owner or administrator can revoke company access under Settings → Connected apps. Revocation stops future access; it does not erase information already received by the provider. Manage that information and request its deletion through the provider. Door Ops records remain subject to our retention and deletion arrangements below.

Your Customers

- When you send worksheets, quotes, or invoices to your customers

- When an engineer chooses Share Journey, their company and people given the job’s expiring tracking link can view recent journey location and an estimated arrival time.

Legal Requirements

- When required by law, court order, or regulatory authority

All service providers are bound by data processing agreements and must comply with UK GDPR.

We protect your data using:

- TLS-protected browser sessions

- Access controls and authentication

- Tenant-scoped business data

- Access and action logging

- Backup and retention processes

- Secure Stripe-hosted billing flows

- Mobile support messages, screenshots and diagnostic payloads are encrypted before storage in our database, with investigation tools scoped to the relevant company. Pending reports on the iPhone use iOS file protection. Pending reports on Android are encrypted on the device with a key held in Android Keystore and excluded from device backups.

We maintain appropriate technical and organisational measures to protect against unauthorised access, alteration, or destruction of your data.

We retain your data for:

Active Accounts

- As long as your account remains active

Closed Accounts

- 30 days after closure for account data

- 7 years for financial records (legal requirement)

Native Mobile Support and Diagnostic Reports

- Reports from both apps stored in the Door Ops database become eligible for deletion after 30 days and are removed by our daily retention process. Pending reports on the iPhone are removed after successful upload or discarded when older than 30 days as the app processes its queue. Android keeps pending reports encrypted on the phone until Door Ops confirms their upload; its local queue has no automatic age-based expiry.

Connected AI and MCP Diagnostics

- Request metadata, including pseudonymous connection keys and input fingerprints, is retained for 30 days. Anonymous daily usage totals are retained for 365 days. Both are removed by our daily retention process after those periods.

Native Journey Location

- Journey points from the iPhone and Android apps are eligible for deletion after seven days and removed by our daily retention process. Precise coordinates are excluded from the journey session audit log. Stopping sharing removes the session’s last shared coordinates when Door Ops receives the stop request.

Audit Logs

- 2 years for security and compliance purposes

You can request data deletion at any time. We will delete or anonymise your data unless we are legally required to retain it.

Under UK GDPR, you have the right to:

Access - Request a copy of your personal data Rectification - Correct inaccurate or incomplete data Erasure - Request deletion of your data ("right to be forgotten") Restriction - Limit how we use your data Portability - Receive your data in a machine-readable format Objection - Object to certain types of processing Withdraw Consent - Where processing is based on consent

To exercise these rights, contact us at privacy@doorops.com. We will respond within 30 days.

We use cookies for:

Essential Cookies

- Session management and authentication

- Security features

Analytics Cookies (with consent)

- Understanding how visitors use the public marketing site

- Improving user experience and page performance

- Recording referral and campaign sources and linking them to your signup for internal follow-up, only with consent

- Google Analytics 4 and Microsoft Clarity may be used when analytics is enabled and you consent

You can control cookies through your browser settings. Disabling essential cookies may affect Service functionality.

We use cloud service providers to deliver Door Ops. Where a provider processes personal data outside the UK, we ensure appropriate safeguards are in place:

- Standard Contractual Clauses

- UK adequacy decisions

- Binding Corporate Rules

We do not transfer data to countries without adequate protection measures.

Our Service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If you believe we have collected data from a child, please contact us immediately.

We may update this Privacy Policy from time to time. We will notify you of significant changes by:

- Email notification

- Notice within the Service

- Updating the "Last updated" date below

Continued use of the Service after changes constitutes acceptance of the updated policy.

If you have questions about this Privacy Policy or our data practices, contact us:

Email: privacy@doorops.com Post: Door Ops Limited, Hewitt House, Winstanley Road, Billinge, Lancashire, WN5 7XA

Complaints If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

- Website: ico.org.uk

- Phone: 0303 123 1113