Skip to main content
Get started
Legal

Privacy Policy

Effective Date: October 13, 2026

TroubleshootHD Inc. ("Company", "we", "us", or "our") is committed to protecting the privacy of our users. This Privacy Policy explains how we collect, use, store, share, and protect your personal information when you use the TroubleshootHD platform and related services (the "Service").

The Service sets no cookies, and we do not use advertising pixels. We count page visits with Vercel Web Analytics, which sets no cookies (section 4). Our demo-booking and newsletter pages are hosted by HubSpot, which sets its own cookies there (section 4). We do not sell or share your personal information with advertisers.

1. Information We Collect

1.1 Information You Provide

●Account information: name, email address, password (stored in hashed form; there is none if you sign in with Google), organization name, role, and subscription plan. If you sign up with Google, Google shares your name and email address with us.
●Organization profile: the answers you give when setting up your Organization, such as industry, business type, operation size, equipment types, OEMs, and maintenance systems.
●Payment information: processed and stored by Paddle. We do not store credit card numbers or full payment card data.
●Equipment data: unit names, serial numbers, model information, engine hours, and related metadata.
●Uploaded content: equipment manuals (PDFs), shop documents, photographs (such as handwritten handover notes and work orders), repair logs, shift handover notes, dictated notes, and other documents.
●Sales contacts: we keep business contact details of prospective and current customers in HubSpot, our customer relationship management (CRM) system: name, business email address, company, phone number where given, and notes of our conversations. Some come from you, and some from public business sources, such as company websites and business directories. We use them only to contact the business about the Service.
●Demo bookings and newsletter sign-ups: if you book a demo or subscribe to our newsletter, the details you enter, such as your name, email address, and company, are collected through HubSpot and kept in our CRM.
●Demo call recordings: we record a demo call only with your consent, which we ask for when you book and again at the start of the call. Calls are recorded in Microsoft Teams and stored in our Microsoft 365 account. Only TroubleshootHD uses a recording, for our notes and follow-up. We do not share it. A recording expires automatically 90 days after the call and is then permanently removed through Microsoft's recycle-bin process.
●Communications: support requests, feedback, survey answers, and correspondence with us.

1.2 Information Generated Through Your Use

●AI interaction data: queries submitted to AI features, AI-generated responses, and citations retrieved.
●Search queries and chat histories within the Service.
●Usage metrics: feature usage frequency, AI request counts, storage consumption.

1.3 Information Collected Automatically

●Device information: browser type, operating system, device type, and the version of the app you are running, which the app sends with each request so we can count which versions are in use.
●Log data: IP address, access times, pages viewed, referring URL.
●Page visits: pages viewed and the referring site, counted with Vercel Web Analytics without cookies.
●Performance data: error logs.

2. How We Use Your Information

We use the information we collect only for the following purposes: providing the Service, improving the Service, processing billing through Paddle, sending account-related communications, contacting prospective and current customers about the Service (including demos and our newsletter), detecting and preventing fraud and unauthorized access, and complying with applicable laws. To improve the Service, TroubleshootHD staff may review the questions asked in the Service, the AI's responses, the manual excerpts retrieved to answer them, and feedback on those responses; any other use of your information to improve the Service uses anonymized and aggregated data only. When an Organization asks us for support, TroubleshootHD staff may view that Organization's data, including chat history, to provide that support.

We do not use your personal information for purposes beyond those described above without your express consent.

3. AI Data Processing

●Your manual content is converted into numerical embeddings using OpenAI's embedding API, so it can be searched. The text of your questions is also sent to OpenAI's embedding API, to search your manuals for them.
●Your queries are sent to Anthropic's Claude API to generate responses. The query, relevant manual excerpts and page images, and conversation context are included in the API request.
●When a manual is indexed, its text is also sent to Anthropic's Claude API to identify references such as part numbers and fault codes. Photographs you submit for transcription, such as handwritten handover notes and work orders, are sent to Anthropic's Claude API to read them.
●Dictation uses your browser's built-in speech recognition. Depending on your browser and device, the browser's provider (for example, Apple or Google) may process the audio. We receive only the resulting text, never the recording.
●AI chat answers are not cached or reused. AI-generated content stored for your Organization, such as Learn overviews and service sheets, is kept with your Organization's data.
We do not use your Content to train AI models. Your uploaded manuals and queries are processed only for the purposes in section 2. Our AI providers (Anthropic, OpenAI) process data under data processing agreements that explicitly prohibit use of customer data for model training.

4. Cookies and Similar Technologies

The Service does not set cookies. Your sign-in session is kept in your browser's local storage, together with settings such as your theme, a saved copy of your membership (your Organization and your role in it), and links to manuals you have opened, kept for up to an hour. The saved membership lets the app open if your connection drops while you are signed in. Signing out removes your session, the saved membership, and the manual links. The app's service worker stores the app's files (its code, styles, fonts, and images) and the public pages of our website in your browser, so they load quickly. It does not store your manuals, your answers, or any other data from your Organization: those come from our servers each time, so using the app needs a connection. Vercel Web Analytics counts page visits without cookies. Checkout is provided by Paddle, on the sign-up and payment pages only, under Paddle's own privacy notice. Our demo-booking and newsletter pages are hosted by HubSpot, which sets its own cookies on them under HubSpot's privacy notice; the newsletter form also uses Google reCAPTCHA (section 6).

5. Data Storage and Security

Your data is stored using the following infrastructure:

●Application data: Supabase, hosted on AWS infrastructure.
●Uploaded files (PDF manuals): Supabase Storage (S3-compatible), encrypted at rest.
●Application hosting and serverless functions: Vercel.
●Manual processing (indexing): a worker service hosted by Railway.

Security measures include: TLS 1.2+ encryption in transit, encryption at rest, Row Level Security (RLS) policies enforcing strict multi-tenant data isolation, server-side API key management, and compromised password protection via HaveIBeenPwned integration.

Your data is stored and processed in the United States.

Sales contact details in our CRM are stored by HubSpot in Canada. Our business email and demo call recordings are stored by Microsoft in Canada.

6. Data Sharing

We do not sell your personal information. We share your data only with service providers who help us operate the Service and run our business:

●Supabase: database, file storage, and sign-in.
●Vercel: application hosting, and counting page visits (Vercel Web Analytics).
●Railway: hosting for the worker that processes uploaded manuals.
●Anthropic: AI response generation, manual indexing, and reading photographs you submit.
●OpenAI: embeddings of your manuals and of your questions, for search.
●Paddle: checkout, payments, tax, and invoicing, as Merchant of Record.
●Resend: transactional email.
●HubSpot: our customer relationship management (CRM) system, holding the sales contacts in section 1.1, and demo bookings and newsletter sign-ups.
●Microsoft: Microsoft Teams and Microsoft 365, for demo calls and their recordings (section 1.1), and our business email. Also, when you open a Word, Excel, or PowerPoint file in Shop documents, Microsoft's Office viewer receives a temporary link to that file in order to display it.
●jsDelivr: delivers fonts used by the PDF viewer; it receives your IP address, not your data.
●Google: if you choose to sign in with Google. Google reCAPTCHA also protects our newsletter sign-up form, which HubSpot hosts, from spam. It runs invisibly and sends information about your browser and device to Google.

Where a service provider processes personal data on our behalf, it does so under data processing terms that prohibit use of your data for its own purposes.

We may also disclose data if required by law, court order, or to protect the safety of our users or the integrity of the Service.

7. Data Retention

We retain your data for as long as your Account is active. After a Subscription is cancelled and the paid period ends, the Organization becomes read-only. We email you at least 7 days before the Organization's data is archived, and archived data is permanently deleted 12 months after archiving. If you would like to come back, contact us at support@troubleshoothd.com and we'll help you get your data back. You can delete your account from your Account page, and you may request deletion of your personal data at any time by contacting privacy@troubleshoothd.com. We keep sales contact details in our CRM until you ask us to remove them, and we delete any contact we have not been in touch with for 2 years. If you unsubscribe, we keep a record of that so we don't contact you again. Demo call recordings expire automatically 90 days after the call and are then permanently removed through Microsoft's recycle-bin process.

8. Your Rights

Depending on your location, you may have the following rights regarding your personal information:

●Access: request a copy of the personal information we hold about you.
●Correction: request that we correct inaccurate or incomplete personal information.
●Deletion: request that we delete your personal information, subject to our legal obligations.
●Portability: request that we provide your personal data in a machine-readable format.
●Objection: object to certain processing of your personal information.

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

An Organization's Admin can also export their own data and the Organization's records from the Data page, as a JSON file, once every 24 hours. Uploaded PDF manuals are not included. Other members can request a copy of their personal data from privacy@troubleshoothd.com.

9. Multi-User Organizations

For Wolf Pack and Alpha Shop accounts, the Organization's Admin has access to shared Organization data including equipment records, manuals, repair logs, and handovers for all team members. Personal data (AI chat history and personal parts lists) is private to individual Users and is not visible to Admins or other team members. TroubleshootHD staff may review or view it only as section 2 describes.

10. Children's Privacy

The Service is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have collected personal information from a child under 18, we will promptly delete it.

11. Changes to This Privacy Policy

We will notify you of material changes to this Privacy Policy at least 30 days in advance by email or through the Service. Your continued use of the Service after changes take effect constitutes acceptance of the updated Privacy Policy.

12. Australian Privacy Addendum

This addendum applies to Users located in Australia and supplements this Privacy Policy to comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

12.1 Collection Notice

We collect personal information for the purpose of providing the Service. You may choose not to provide personal information, but this may prevent you from accessing some or all of the Service.

12.2 Cross-Border Disclosure

We store and process your personal information in the United States, and disclose it to service providers there. Paddle, our payment provider, is based in the United Kingdom. HubSpot, our CRM, stores its data in Canada, and Microsoft stores our business email and demo call recordings in Canada. By using the Service, you consent to this cross-border disclosure. We take reasonable steps to ensure that overseas recipients handle your personal information in accordance with the APPs.

12.3 Access and Correction

You have the right to access and correct personal information we hold about you. Contact privacy@troubleshoothd.com. We will respond within 30 days.

12.4 Complaints

If you believe we have breached the APPs, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

13. Contact Information

Privacy inquiries: privacy@troubleshoothd.com

General support: support@troubleshoothd.com

TroubleshootHD Inc. — https://www.troubleshoothd.com

Mail: TroubleshootHD Inc., Unit 358, 329 Howe St, Vancouver, BC V6C 3N2, Canada

© 2026 TroubleshootHD Inc. All rights reserved.

Legal Documents