New Horizon Diagnostics ("New Horizon Diagnostics", "we", "us" or "our") is an appliance repair business based in New Jersey, operated as a sole proprietorship. We diagnose and repair household appliances, schedule technician visits, order parts and keep our customers informed by phone and text message. This Privacy Policy explains what personal information we collect when you request a repair from us or visit www.newhorizondiagnostics.com, how we use and share it, how long we keep it, and the choices you have.
1. Information we collect
When you request a repair
- Contact details: name, phone number and email address.
- Service address: the address where the repair takes place, and the map location we derive from it.
- Appliance and repair details: the appliance's type, brand, model and serial number, the problem you describe, and the diagnosis, estimate, parts, appointments and technician visit notes for your repair.
- Communications: the content of text messages (SMS and MMS) you exchange with us, the phone number used and message delivery status; transcripts and summaries of phone calls; and call recordings, which are made only if you agree to recording at the start of the call.
- Photos and videos: pictures of the appliance, its model and serial number tag or damage, which you text to us or our technician takes during a visit.
- Payment information: payments are processed by Stripe. We receive a payment's amount, status and a reference to it, never your full card number or bank details.
- Information from others: a manufacturer, warranty provider or other partner may refer your repair to us, together with your contact details and information about your appliance.
When you visit our website
- This website does not use cookies, analytics or advertising trackers.
- Our hosting provider may record standard technical information about each request (IP address, browser type, the page requested and the time) to deliver and secure the website.
- If you email us, we receive your email address and whatever you include in your message.
2. How we use information
- To receive and record repair requests, diagnose appliance problems and prepare estimates.
- To schedule, confirm, reschedule and cancel appointments, and to plan technician visits around the service address.
- To communicate with you by phone and text message about your repair ticket.
- To process payments and refunds, and to file warranty claims.
- To keep accurate records of each repair for billing, warranty, dispute resolution and legal obligations.
- To operate and secure our systems, and to prevent fraud and abuse.
- To answer your questions.
We use automated tools, including artificial intelligence, to help us understand the problem you describe, suggest a likely diagnosis and offer appointment times. Our technician confirms the cause on site before carrying out a repair.
We do not use personal information for advertising, and we do not sell personal information.
3. Text messaging (SMS and MMS)
New Horizon Diagnostics sends text messages to customers who agree to receive them about their repair ticket.
- How you opt in: during a phone call with us, after we take your repair request, we ask whether you would like to receive text messages about your repair ticket, and you answer "yes". We then send you a text confirming your enrollment. If you have opted out, you can opt back in by texting START or UNSTOP.
- What we send: messages about your own repair ticket only: confirmation of your request and its ticket number, two-way messages to describe the problem and choose an appointment time, appointment confirmations and changes, technician on-the-way alerts, repair completion notices, and payment links for trip charges and completed work. We do not send marketing or promotional messages.
- Frequency: message frequency varies, usually about five to ten messages per repair.
- Cost: message and data rates may apply.
- Opting out: reply STOP at any time to stop receiving text messages. You will receive one message confirming your opt-out, and no further texts. Reply HELP for help, or email us at info@newhorizondiagnostics.com.
- Information we collect: your mobile phone number, the content of your messages and any photos or videos you send, your opt-in and opt-out status, and message delivery status. We use it only to deliver messages and to handle your repair.
- Mobile carriers are not liable for delayed or undelivered messages.
We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent are not shared with any third party, except the service providers that deliver text messages on our behalf. The full SMS Terms are in our Terms & Conditions.
4. How we share information
We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes.
We share personal information only as described below:
- With service providers that process information on our behalf, under contract and only to provide their services to us:
- Twilio: phone calls and text messages.
- OpenAI: the artificial intelligence that helps us understand repair requests and suggest diagnoses, under terms that exclude using your information to train OpenAI's models.
- Stripe: payment processing. Stripe keeps payment information under its own legal obligations.
- Google Maps Platform: converting service addresses into map locations.
- Amazon Web Services: hosting and data storage.
- With manufacturers and warranty providers, when your repair is covered by a warranty and we file a claim.
- For legal reasons, when required by law, subpoena or court order, or to protect the rights, property or safety of our customers, the public or us.
- In a business transfer, such as a sale of the business, in which case this Privacy Policy continues to apply to the information transferred.
5. How long we keep information
- Call recordings are deleted 90 days after the call.
- Conversation transcripts are deleted 24 months after the conversation.
- Repair records, including messages, photos and videos, are kept with your repair ticket until you ask us to delete them.
- Charges, payments, warranty claims and the history of status changes are kept as financial and audit records. They do not themselves hold your name or contact details, and once your personal information is deleted they can no longer be linked to you.
6. Your choices and rights
- Text messages: reply STOP at any time to opt out.
- Call recording: you can decline recording at the start of a call, and the call will not be recorded.
- Access, correction and deletion: you can ask to access, correct or delete your personal information by emailing us at info@newhorizondiagnostics.com.
When your personal information is deleted, your name, phone number, email address, street address, call recordings, transcripts, messages, photos and videos are erased. Financial and audit records, descriptions of the appliance fault and the work performed, and the city, state and ZIP code of the service address are kept, but can no longer be linked to you. A deletion can be completed once you have no repair in progress.
Depending on where you live, you may have additional rights under state privacy laws. We will honor those requests as the law requires, and will not discriminate against you for making them.
7. How we protect information
Connections to our website and systems are encrypted using HTTPS. Access to customer information is limited to the people who need it to carry out your repair. Photos, recordings and transcripts are stored privately, and card details are never stored on our systems. We store and process information in the United States. No method of transmission or storage is completely secure, but we work continuously to protect your information.
8. Children's privacy
Our services are not directed to children under 13, and we do not knowingly collect personal information from them. If you believe a child has given us personal information, contact us and we will delete it.
9. Changes to this policy
We may update this Privacy Policy from time to time. We will post the updated version on this page and change the "Last updated" date above.
10. Contact us
Questions or requests about this Privacy Policy or your personal information can be sent to:
New Horizon Diagnostics
Email: info@newhorizondiagnostics.com
Website: www.newhorizondiagnostics.com