Information we collect
Depending on the service you use, we may collect your name, email address, phone number, preferred contact method, shipping or return address, device type and model, repair symptoms, timing constraints, appointment preferences, repair ticket number, chat messages, repair status information, service or warranty records, and custom-PC planning details such as intended use, games or applications, target resolution and performance, budget, aesthetics, existing parts, and upgrade preferences.
How we use it
We use this information to create and manage repair or custom-build requests, contact you, schedule service, prepare estimates, research parts, document approvals, perform and track work, manage parts and shipping, provide receipts, maintain service and warranty history, respond to questions, prevent spam or abuse, understand website performance, and improve GotCracked operations.
AI-assisted custom PC research
The Custom PC Build Planner may use an AI research provider to search current public product information and help assemble a parts recommendation. The automated research payload contains the build survey and hardware goals, but GotCracked does not intentionally send the customer name, email address, or phone number to that research request. Free-text survey fields should still avoid unnecessary personal or sensitive information. Automated compatibility is cross-checked against Newegg PC Builder information and manufacturer specifications before an automatic estimate is released.
Customer repair account
The GotCracked customer account lets a customer locate repairs using the phone number or email address associated with their customer record. Before repair information is shown, GotCracked sends a short-lived one-time verification code to the verified email address associated with that customer identity. The account may display customer-safe repair status, device and service details, estimates and customer decisions, payment status and balance, shipping updates, receipts, and warranty information. Internal technician notes, staff information, inventory records, costs, margins, and other operational information are not provided through the customer account.
After successful verification, GotCracked uses an essential Secure, HttpOnly browser cookie to keep the customer signed in for up to seven days. Website scripts cannot read this cookie. Cloudflare and Supabase process the opaque session value only to operate the customer account; the server stores only its cryptographic hash. Signing out revokes the session, and clearing browser cookies signs that device out. The cookie is not used for advertising or cross-site tracking. Verification attempts are rate-limited to help prevent abuse.
Customer chat
Routine website chat questions are handled without creating a staff thread or customer record. When you ask to talk with a team member, that conversation is delivered to a separate thread in GotCracked's private Google Chat space so staff can respond. You can end a conversation in the chat window; the browser keeps its session identifier for up to 24 hours so you can return to an open conversation. Routine chats that are not linked to a customer, lead, or repair record are removed from the website chat database when you end them, or in the hourly cleanup after they are 24 hours old. A conversation handed to a team member, or linked to a repair, may be kept with the relevant customer record. Staff copies in Google Chat follow GotCracked's Workspace retention settings. Avoid sending passwords, payment-card details, or other unnecessary sensitive information in chat.
Website analytics
When enabled, GotCracked uses Google Analytics 4 to understand website traffic and basic usage patterns such as page views, sessions, general device/browser information, referral source, and aggregate engagement. GotCracked configures the site analytics tag with Google advertising signals and ad-personalization signals disabled. The analytics loader does not run when a supported browser sends a Do Not Track preference, and it remains inactive unless GotCracked has configured a valid Google Analytics Measurement ID.
GotCracked Learn sponsorships and affiliate links
The GotCracked Learn content area may display clearly labeled direct sponsorships. Sponsor links are kept out of repair intake, customer accounts, payments, and repair tracking. When a sponsor supplies a logo hosted on its own HTTPS server, loading that image may disclose ordinary web-request information such as an IP address and browser headers to that host. GotCracked does not load sponsor-provided scripts through the direct sponsorship card.
GotCracked may also use clearly disclosed affiliate links in educational content. If a visitor chooses to follow an affiliate link and makes a qualifying purchase, GotCracked may receive a commission at no additional cost to the visitor. Affiliate relationships do not determine a customer diagnosis, repair recommendation, repair price, or warranty decision.
Service providers
GotCracked uses service providers to operate the website and business systems, including Cloudflare for website delivery, Workers AI, and automated browser-based custom-PC research; Supabase for application and database services and the authoritative customer/build record; Google Chat for website chats sent to staff; Discord for other internal notifications and earlier chat records; Google Analytics for website traffic measurement when enabled; email-delivery providers for customer confirmations and receipts; and public retailer/manufacturer websites such as Newegg for current parts and compatibility research. These providers process information as needed to provide those services.
Information sharing
We do not sell customer information. Information may be shared with service providers that support GotCracked operations, with shipping carriers when needed to deliver a device, or when required by law or necessary to protect customers, GotCracked, or others.
Data retention
Repair, custom-build, customer, receipt, warranty, and operational records may be retained as reasonably needed for customer service, accounting, warranty support, fraud prevention, legal obligations, and business records. Temporary website, analytics, or chat data may be retained for a shorter period when it is no longer needed for those purposes.
Security
We use access controls, encrypted web connections, restricted staff systems, and other technical and operational safeguards. No internet-connected system can be guaranteed perfectly secure, so customers should submit only the information needed for service.
Your choices
You may contact GotCracked to ask about correcting customer contact information or to ask a privacy question. You may also enable your browser’s supported Do Not Track preference to prevent the GotCracked Google Analytics loader from starting. Some repair, custom-build, or transaction records may need to be retained for warranty, accounting, fraud-prevention, or legal reasons.
Contact
Privacy questions can be sent to [email protected], discussed by phone at (540) 315-4545, or discussed with the GotCracked shop at 700 North Main St, Ste D, Blacksburg, VA 24060.
