Privacy Policy
Last updated 1 September 2026
TenKeeper holds two kinds of information: details about the contractors who subscribe, and details about their customers' homes and equipment. This explains what we do with both. We do not sell either, and we do not use them to train AI models.
Who we are
TenKeeper ("we", "us") operates the service. For questions about this policy, or to exercise any of the rights below, email hello@tenkeeper.com. That address reaches a person, not a ticket queue, and we answer privacy requests within 30 days.
Two roles, and why it matters
For contractor account data — the name, email and settings of the business that subscribes — we decide how it is used, so we are the controller.
For homeowner and install data — the records a contractor enters about their own customers — the contractor decides what to collect and why. They are the controller and we act as their processor, handling it only on their instructions. If you are a homeowner asking about your details, please contact the contractor who installed your equipment; we will help them respond.
What we collect
| Category | Examples |
|---|---|
| Account | Business name, your name, email address, password (stored only as a hash), role, profile photo if you upload one |
| Install records | Equipment brand, model, serial number, installation date, job reference |
| Homeowner records | Name, service address, email address and phone number, as entered by the contractor |
| Registration proof | Manufacturer confirmation numbers, submission dates, dealer identifiers |
| Connected accounts | Credentials for services you choose to connect, such as a field-service platform, stored encrypted |
| Technical | IP address, browser type, timestamps, and error logs, kept for security and debugging |
| Support | Messages you send us and any attachments |
We do not collect payment card details. Card data goes directly to our payment provider and never reaches our servers.
Why we use it
- To run the service — track deadlines, prepare registrations, produce certificates, send the email you ask us to send. This is necessary to perform our contract with you.
- To keep accounts secure — sign-in, rate limiting, abuse prevention. Our legitimate interest in a service that is not trivially broken into.
- To support you — answer questions and fix faults.
- To meet legal obligations — tax and accounting records.
We do not run advertising, we do not profile you, and we make no automated decisions that produce legal effects.
Who we share it with
We use a small number of processors, each for one job:
| Provider | What they do | What they see |
|---|---|---|
| Paddle.com | Payments — Paddle is our merchant of record and the seller of record for your subscription | Your billing name, email, country and card details. They act as an independent controller for that data. |
| Hetzner Online GmbH | Hosting, in Ashburn, Virginia, United States | Stores the application and database. No routine access to contents. |
| Google (Workspace / Gmail SMTP) | Delivering email we send on your behalf and our own account email | The recipient address and the message. |
| OpenAI | The optional in-app assistant, only when you ask it a question the built-in answers do not cover | Your question and product documentation. Homeowner records are never sent. |
We will also disclose information if the law requires it, and we would tell you unless we are forbidden from doing so. If the business is ever sold, data would transfer with it and you would be told beforehand.
We do not sell personal information, and we never have.
Where it is stored
Application data is stored on servers in Ashburn, Virginia, United States. If you are in the UK or EEA, that means your data is transferred to the United States; those transfers rely on the standard contractual clauses in our providers' terms.
How long we keep it
- While you are a customer — for as long as your account is open.
- After you cancel — 90 days, so you can change your mind or export, then deleted.
- Immediately on request — email us and we will delete sooner.
- Invoices and tax records — kept as long as tax law requires, regardless of the above.
- Backups — deleted records persist in encrypted backups for up to 30 days before rotating out.
How we protect it
- Everything travels over HTTPS.
- Passwords are stored as bcrypt hashes and are never recoverable, by us or anyone else.
- Invitation and password-reset links are stored only as hashes, are single use, and expire.
- Credentials for services you connect are encrypted with AES-256-GCM before being written to the database.
- Each shop's data is isolated; every query is scoped to the account that owns it.
No system is perfectly secure. If a breach ever affects your data we will tell you and the relevant regulator without undue delay.
Your rights
Wherever you are, you can ask us to give you a copy of your data, correct it, delete it, or export it. Email hello@tenkeeper.com and we will respond within 30 days.
If you are in the UK or EEA you also have the right to object to or restrict processing, to withdraw consent, and to complain to your data protection authority. If you are in California, you have the right to know, delete, correct, and to not be discriminated against for exercising those rights; we do not sell or share personal information as those terms are defined by the CCPA.
Cookies
The marketing site at tenkeeper.com sets no cookies and runs no analytics or advertising trackers.
The application at app.tenkeeper.com sets a single cookie to keep you signed in. It is strictly necessary, contains no tracking identifier, and is deleted when you sign out.
Other sites and services
TenKeeper links out to manufacturer registration portals and, if you connect one, to field-service platforms. Those are run by other companies under their own privacy policies, and we are not responsible for what they do with information you give them directly. Check their policies before you hand anything over.
Children
TenKeeper is a tool for businesses and is not directed at children. We do not knowingly collect data from anyone under 16.
Changes
If we change this policy materially we will email account owners before it takes effect. The date at the top always shows the current version.
Contact
Email hello@tenkeeper.com with anything at all about your data — access, correction, deletion, export, or just a question about how something works.