Privacy Policy
Last updated: 11 October 2026
OG Repairs operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us.
Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.
Personal Information We Collect or Process
We may collect or process the following categories of personal information, depending on how you interact with the Services:
- Contact details including your name, address, billing address, shipping address, phone number, and email address.
- Financial information including payment card information, transaction details, form of payment, and payment confirmation.
- Account information including your username, password, preferences and settings.
- Transaction information including the items you view, add to your cart or wishlist, or purchase, return, exchange or cancel.
- Communications with us including the information you include when sending a customer support inquiry.
- Phone calls including recordings of calls to and from us, and the transcripts and summaries we make from them (see "Phone Calls, Call Recording and AI" below).
- WhatsApp messages including your WhatsApp number, profile name, and the messages and files you send us (see "WhatsApp Messages" below).
- Device information including information about your device, browser, or network connection, your IP address, and other unique identifiers, including those stored in cookies (see "Cookies and Similar Technologies" below).
- Usage information including how and when you interact with or navigate the Services.
How We Use Your Personal Information
- Provide, Tailor, and Improve the Services - to process your payments, fulfil your orders, manage your account, arrange shipping, facilitate returns and exchanges, and create a customised shopping experience.
- Marketing and Advertising - to send marketing communications and show you relevant advertisements.
- Security and Fraud Prevention - to authenticate your account and provide a secure payment and shopping experience.
- Communicating with You - to provide customer support and maintain our business relationship.
- Legal Reasons - to comply with applicable law or respond to valid legal process.
How We Disclose Personal Information
We may disclose your personal information to vendors and service providers who perform services on our behalf (e.g. payment processing, fulfilment and shipping), to business and marketing partners, when you direct or consent to disclosure, within our corporate group, and in connection with a business transaction or to comply with legal obligations.
These service providers include our phone provider (RingCentral), our WhatsApp provider (Twilio), and the AI service providers we use to transcribe and summarise recorded calls and to help with WhatsApp messages: Groq (speech-to-text) and Anthropic (Claude, analysis).
Phone Calls, Call Recording and AI
Phone calls to and from OG Repairs may be recorded. Our phone provider, RingCentral, makes and holds the recordings. We record calls for quality and training, to keep an accurate record of what was discussed, and to help resolve disputes.
Recorded calls are transcribed and summarised using AI service providers:
- Speech-to-text: Groq turns the call recording into a written transcript.
- Analysis: Anthropic (Claude) reads the transcript and writes a short summary and notes.
Both act as our processors. They handle the call only on our instructions and only to provide this service to us. We use the transcripts and summaries to log what was agreed on the call, follow up anything we promised you, link the call to your order or repair, and improve our support. Decisions about your order or repair are made by our team. We do not use call recordings, transcripts or AI analysis to make automated decisions that have legal or similarly significant effects on you.
How long we keep it. We do not keep a copy of the call audio in our own systems. The audio is passed to our transcription provider to create the transcript and is not stored by us; the only copy is the recording our phone provider (RingCentral) retains. Call transcripts and summaries are kept for up to 12 months and then deleted.
Our lawful basis. We record, transcribe and analyse calls on the basis of our legitimate interests in running and improving our customer support and keeping accurate records of what we agree with customers. We have balanced these interests against your rights and limit the processing to those purposes. Where the law requires your consent, we will ask for it, and you can withdraw it at any time.
Your choices and rights. If you do not want a call recorded or transcribed, tell us at the start of the call, or email support@ogrepairs.com. We will then not transcribe or analyse that call, and we will delete any transcript or summary already made. You can also ask for a copy of the call information we hold about you, ask us to correct or delete it, or object to how we use it, by emailing support@ogrepairs.com.
International transfers. Our phone and AI service providers may process call data outside the UK, including in the United States. Where they do, we rely on appropriate safeguards recognised under UK data protection law, such as the UK International Data Transfer Agreement (IDTA), the UK Addendum to the EU Standard Contractual Clauses (SCCs), or UK adequacy regulations. Email support@ogrepairs.com for more information on the safeguards in place.
Complaints. If you are unhappy with how we handle your personal information, please contact us first so we can put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk or on 0303 123 1113.
WhatsApp Messages
If you message us on WhatsApp, we receive your WhatsApp number, profile name and the messages and files you send, through our WhatsApp provider, Twilio, and we keep them together with our replies. We use them to answer you, link the conversation to your order or repair, and improve our support.
Anthropic (Claude) acts as our processor to help sort messages and suggest short replies. A member of our team reviews every reply before it is sent, and no decision about your order is made automatically.
How long we keep it. We keep WhatsApp conversations for up to 12 months and then delete them.
International transfers. Twilio and Anthropic may process this data outside the UK under the safeguards described above.
Cookies and Similar Technologies
Our website uses cookies and similar technologies (your browser's local storage and session storage, and tracking pixels) to run the site, remember your choices, understand how the site is used, and measure and target our advertising. The lists below set out what our website and the third-party tools on it set when you visit www.ogrepairs.com, as of 11 October 2026. Some of these are set by third parties (Google, Microsoft, Meta, TikTok and Klaviyo) under their own privacy policies. Where we say a cookie lasts "for the session" it is deleted when you close your browser; "local storage" stays until you clear it.
Needed to run the site
These keep your basket, checkout and account working and show you the right services, prices and language.
| Name | Set by | What it does | How long |
|---|---|---|---|
| ogr_cart_id (local storage, and a cookie of the same name holding only the basket's id) | OG Repairs | Remembers your basket. | Until cleared |
| medusa_auth_token (local storage) | OG Repairs | Keeps you signed in to your account. | Until you sign out |
| ogr_checkout, ogr_last_order, ogr_pending_promo, ogr_created_account (local and session storage) | OG Repairs | Keeps your checkout details while you pay and shows your order confirmation. | Session, or until cleared |
| mkt, geo | OG Repairs | Your market (UK or international) and the country detected from your connection, so we show services and delivery options available where you are. | 30 days |
| ogr_currency, ogr_country, ogr_lang | OG Repairs | The currency, country and language you chose. | 30 days to 12 months |
| ogr_collect | OG Repairs | Carries a collection-booking link from our email to the booking page. Deleted as soon as the page has read it. | One use |
| ogr_ref | OG Repairs | Remembers the friend who referred you, so the referral reward can be applied. | 30 days |
| Payment provider cookies | Square (and Stripe, Revolut or Amazon Pay where offered) | Set when you open checkout or a payment form, for secure payment and fraud prevention. | Set by the provider |
Preferences
| Name | Set by | What it does | How long |
|---|---|---|---|
| ogr_popup_seen, ogr_signup_done, ogr_fab_dismissed, ogr_geo_dismissed, ogr_celebrated (local and session storage) | OG Repairs | Remembers that you have closed or completed a pop-up or notice, so it is not shown again. | Session, or until cleared |
| ogr_delivery_country (local storage) | OG Repairs | Remembers the country you chose in the delivery estimator. | Until cleared |
Analytics
These tell us how people find and use the site, so we can improve it and understand which marketing works.
| Name | Set by | What it does | How long |
|---|---|---|---|
| _ga, _ga_V5ME01VKWJ | Google Analytics 4 (loaded through Google Tag Manager) | Distinguishes visitors and visits to measure pages viewed, how people move through the site and what they buy. | Up to 2 years |
| _clck, _clsk | Microsoft Clarity | Records how pages are used (clicks, scrolling, page layout) so we can find and fix problems. Clarity masks the text you type into forms. | Up to 1 year |
| ogr_vid, ogr_sid | OG Repairs (our own analytics at t.ogrepairs.com) | A random visitor id and visit id, used to count visits and link the pages you viewed, an enquiry or an order to the same visit. | 12 months (ogr_vid); the visit (ogr_sid) |
| ogr_first, ogr_last, ogr_touches (local storage), ogr_campaign_key (session storage) | OG Repairs | How you first and most recently found us (for example a Google search, an ad, an email or a referral link) and the pages viewed on each visit. Stored with your order or enquiry so we can see which marketing led to it. | 180 days (ogr_first), 90 days (ogr_last), until cleared (ogr_touches) |
| ogr_tester | OG Repairs | Records that you came from our Gamepad Tester (web or Android app). | 180 days |
Advertising and marketing
These measure whether our ads and emails lead to enquiries and orders, and let us show our ads to people who have visited the site.
| Name | Set by | What it does | How long |
|---|---|---|---|
| _gcl_au, _gcl_aw, _gcl_ls (local storage), and Google's own cookies on google.com and doubleclick.net | Google Ads (AW-16855738682) | Measures conversions from Google ads and builds remarketing audiences. | Up to 90 days (Google's own cookies: set by Google) |
| _fbp, _fbc | Meta Pixel (Facebook and Instagram) | Measures conversions from Meta ads and builds audiences. | 90 days |
| _ttp, _tt_enable_cookie, ttcsid and similar, plus tt_ session storage | TikTok Pixel | Measures conversions from TikTok ads and builds audiences. | Up to 13 months; visit-level ones end with the visit |
| __kla_id, plus Klaviyo local and session storage | Klaviyo | Recognises you if you have subscribed to or clicked one of our emails, so we can send relevant emails (for example a reminder about a basket you left). | Up to 2 years |
| ogr_mt (local storage) | OG Repairs | Recognises you when you open a link from one of our emails, for the same purpose. | Until cleared |
| ogr_click, ogr_ads, ogr_gclid, ogr_gclid_at, ogr_fbclid (cookies and local storage) | OG Repairs | The ad click id and campaign from the link you arrived on (for example Google's gclid or Meta's fbclid), stored with your order or enquiry so we can report it back to the ad platform. | 90 days, or until cleared |
What the advertising and analytics partners receive
When these tools load, Google, Microsoft, Meta, TikTok and Klaviyo receive information about your visit: the pages you view, your device and browser, your IP address and the identifiers above. When you place an order, book an appointment or send an enquiry, we may also send details of it directly from our servers to Google and Meta (its value, the ad click id, and your email address and phone number in hashed, scrambled form), so they can match it to an ad you clicked. Each of them uses this information under its own privacy policy, including to measure and improve its advertising services.
Your choices
These cookies and technologies are set when you use our website. You can block or delete cookies and clear local storage in your browser settings at any time; if you block the ones needed to run the site, your basket, checkout and sign-in may not work. Most browsers also let you block third-party cookies only. You can control how the advertising partners use your information in your Google ad settings (adssettings.google.com), with the Google Analytics opt-out add-on (tools.google.com/dlpage/gaoptout), in your Facebook and Instagram ad preferences, and in your TikTok ad settings. You can unsubscribe from our marketing emails with the link in any email. For anything else, or to ask us to delete the information linked to these identifiers, email support@ogrepairs.com.
Children's Data
The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction.
Security and Retention
No security measures are perfect or impenetrable, and we cannot guarantee "perfect security." How long we retain your personal information depends on whether we need it to maintain your account, provide Services, comply with legal obligations, or resolve disputes.
Your Rights and Choices
Depending on where you live, you may have the right to access, delete, correct, or port your personal information, and to manage your communication preferences. If you reside in the UK or European Economic Area, you may also object to or restrict processing and withdraw consent.
Contact
Should you have any questions about our privacy practices or this Privacy Policy, or to exercise any of your rights, contact us at support@ogrepairs.com or Unit 9, Hatcham Road, London, SE15 1TR, United Kingdom.
- Trade Name: OG Repairs
- Phone: +44 20 3965 9651
- Email: support@ogrepairs.com
- Address: Unit 9, Hatcham Road, London, SE15 1TR, United Kingdom
- Support Hours: Monday to Friday, 10:30am to 8pm (UK time)