Privacy notice
Version of 21 October 2026 · HeyLetsFix is in a pilot phase.
1. Who processes the data
The controller is Innovatica Technologies FZ-LLC, a company registered in the Ras Al Khaimah free zone, United Arab Emirates. For any question about your data, write to info@innovatica.ai.
2. What we process and why
| Data | Purpose | Basis |
|---|---|---|
| Account: e-mail address, role (citizen, authority, reviewer, administrator), the date you accepted the rules and terms. The sign-in code is stored only as a hash and is valid for 10 minutes. If you sign in with Google, we get only your e-mail address from Google and the confirmation that it is verified — not your name, picture or contacts. | Signing in, daily limits, preventing abuse. | Performance of the contract (Terms of use). |
| Reports and actions ("me too", "still there", confirm, dispute…): the photo, the problem type, a short note on where exactly the problem is (optional; for "Other problem" it describes the problem), the phone's GPS position and its accuracy at the time, the time, the street and place name read from the map. | A public record of problems in public space; checking the person was on the spot; a more precise problem location from several readings. | Performance of the contract; legitimate interest in an accurate public record. |
| Case e-mails: when a case you took part in changes (published, acknowledged, reported fixed, fixed…), we send you a short e-mail in the language you use in the app. We keep a record of what we sent so the same news is never sent twice. They are on until you switch them off (Menu → Account, or one click from any e-mail). | So you know what happened to your report and can check on the spot. | Performance of the contract; legitimate interest. |
| Photo reports and takedown requests: the reason and a short explanation; for a request without an account also the e-mail address we send the receipt and the decision to. We record the reviewer's decision and when it was made. | Taking down content that breaks the rules or someone's rights; a record of decisions. | Legitimate interest; compliance with legal obligations. |
| Messages to the team (Contact and feedback, a service's account request): the kind of message, its text, your e-mail address and your name if you give it; when you are signed in, your account's address instead of a typed one, the account's identifier, role and language; the page you write from. We keep them in the platform's central inbox (same controller, Innovatica), with our replies and yours. When we reply, we e-mail you from DoNotReply@heyletsfix.com with a private link to the conversation — anyone who has the link can read and answer it; the link lasts 90 days. | Answering your question or request; improving the app. | Legitimate interest; for a service's account request also the performance of a contract. |
| Checks near you: to show you nearby cases that need a check, the app sends your current position. We use it only for that search and do not store it. | Suggesting a useful next check. | Performance of the contract. |
| Device identifier: a random number the app creates and keeps in your browser, sent with reports and actions. | A daily report limit per device, so one person cannot get around the rules with several accounts. | Legitimate interest (preventing abuse). |
| Technical data: IP address (only in the server's memory, for a per-minute request limit; never written to the database); server operation logs (time, the address requested without its parameters — so no positions — and errors). | Security and operation of the service. | Legitimate interest. |
Before a photo is stored we remove all its metadata, including any GPS position and device details recorded in it.
3. What is public and what is not
Public: as soon as you send a report — the problem's location on the map, the problem type, the street and place, the case's status and its history with dates (no times); the photo — once a reviewer has looked at it, or at once for established accounts — and the "Where exactly?" note, once the AI check or a reviewer has passed it. If a photo was taken down, the reason is public. Who did what is shown only as "citizen", the responsible service's name (never a staff member's) or "review", under a label valid for that one case, so the same person cannot be followed from case to case.
Never public: your e-mail address, the GPS positions of individual actions and exact times.
Note: a report's location is where you stood when you sent it, because reports are made only on the spot. The problem's public location can therefore show that someone was there that day.
4. Who else sees the data
- Reviewers look at new accounts' photos before they are published, at reported photos and at takedown requests (the reason, the explanation and whether the request came without an account — not the e-mail address). The administrator sees the list of accounts: e-mail address, role, service (for staff of a responsible service, with a note on how that was verified), date joined and of the last sign-in, number of reports, and the record of role changes; the decision on a takedown request is sent automatically to the address in the request. Review is currently done by people; automated (AI) photo checks are not switched on — before we switch them on, we will update this notice.
- Microsoft (Azure) provides our servers, database and e-mail delivery. The data is stored in the European Union (Sweden).
- Automatic blurring and AI recognition. Right after you take the photo, a reduced copy (up to 1024 pixels, without metadata, your e-mail address or your location) is sent — before blurring — to Microsoft Azure AI Vision on our platform in Sweden (EU), which finds people, number plates and phone numbers; the app blurs them on your phone. The blurred copy then goes to one of the artificial-intelligence models we use, which looks for the other items on our blur list (for example names on doors, documents, screens, children, the inside of homes) and recognises the type of problem; the app blurs those too before the report is sent. We call the models through Microsoft Azure AI Foundry; they may be models by Anthropic (Claude), OpenAI, xAI (Grok) and others, and processing may take place outside Serbia and the European Union, including in the United States, under data-processing agreements with standard contractual clauses. People are only found in order to blur them — no one is identified and no biometric templates are made. The basis is our legitimate interest in protecting the privacy of people who happen to be in a photo. The providers do not use the photos to train models; to prevent abuse they may keep them briefly, for at most 30 days. We keep the blur list and add to it when you tell us something was left visible. If the automatic check fails, a reviewer looks at the photo before it is public. Automatic blurring can miss something — you can report a photo or ask for it to be taken down. A photo taken with “It's fixed”, “Not fixed” or “Broken again”, and a service's after-photo, go through the first step only (Azure AI Vision in Sweden): if it works, the photo is public on the case; if not, only the people on the case, the service and the reviewers see it. The short note with a report ("Where exactly?") — the text only, without the photo, your e-mail address or location — is checked by the same models before it is published, so that it carries no details about people, insults, politics or adverts.
- When you open the app, your browser itself downloads the map from OpenFreeMap, fonts from Google Fonts and the map library from cdnjs (Cloudflare). These services see your IP address, and OpenFreeMap also sees the part of the map you view.
- Signing in with Google (if you choose it instead of a code): you sign in at Google, which sends us only your e-mail address and the confirmation that it is verified. Google then knows that you signed in to our app, under its own privacy policy. Signing in with a code by e-mail is always possible.
- When you sign in, when you send a takedown request and when you send the team a message without signing in, Cloudflare Turnstile checks that you are not an automated program; Cloudflare sees your IP address and basic information about your browser. The basis is our legitimate interest in protecting the service from fake accounts and misuse of the form.
- When you open popravimo.com, Cloudflare sends you on to heyletsfix.com and adds your country to the address (worked out from your IP address, nothing more precise), so that the website and the app can offer your language. We do not keep the country: it is removed from the address as soon as the page opens. The basis is our legitimate interest in showing you the right language.
- Counting visits to the website heyletsfix.com — only if you allow it on the card “Help us get to your town too”: Google Analytics (Google Ireland Limited) counts which pages of the website are read, where visitors come from (a link, a search, the country and city from the IP address) and on what kind of device. Google does not store the full IP address; the data may also be processed in the USA, under standard contractual clauses and the EU–US Data Privacy Framework. We use none of it for advertising and never join it to an app account, and we keep the data in Google Analytics for at most 14 months. The basis is your consent, which you can withdraw at any time (section 6). The app counts no visits.
We do not sell or rent personal data. There are no ads. The app has no tracking cookies; the website heyletsfix.com uses cookies to count visits only with your consent.
5. How long we keep data
- Your account until you delete it. A sign-in session lasts 30 days.
- Reports and actions are kept as the public record while the case exists, including each action's GPS position — it only makes the problem's location more precise and is never published. When you delete your account they stay, with no link to you: we delete the link to the account and the device identifier.
- The device identifier stored with an action (for the per-device daily limit) is deleted after 90 days.
- Photos taken down (hidden, or with a removed report) are deleted 30 days after a reviewer's decision, and a withdrawn report's photo 30 days after the withdrawal; a photo hidden only because it was reported waits for a reviewer's decision; the case and the reason stay on record. Removed reports are not public.
- Photo reports and takedown requests are kept as the record of decisions for as long as the case exists.
- Blurring and AI recognition: we do not keep the copies sent to the detector and the model — only a fingerprint (SHA-256, so the same photo is not paid for twice), which service or model answered, where it found what to blur (rectangles, no image), what it suggested, how long it took and what it cost; with a report, also which suggestion you saw, to measure the models' accuracy.
- Warnings and bans for misuse: when a reviewer removes a report as misuse, we keep a record of the warning or ban — the account, the identifier of the phone the report came from, the case, who decided, until when and, for an administrator's permanent ban, the written reason. The phone identifier stays in that record beyond 90 days and if the account is deleted, so the ban cannot be got around with a new account. The basis is our legitimate interest in protecting the service from misuse; the record is deleted two years after the ban ends (a warning ends the day it is given); the record of a permanent ban is kept while the ban lasts.
- Messages to the team are deleted 24 months after the conversation ends (or after its last change, if it never ends), with the replies; messages rejected as spam within a day.
- Server logs for at most 30 days.
6. Cookies and data in your browser
We use only necessary cookies: civi_session, which keeps you signed in (30 days), and when you sign in with Google the short-lived civi_session_google (10 minutes), which ties the return from Google to your browser. In your browser we keep your chosen language, theme, map colouring and the device identifier.
The website heyletsfix.com (not the app) sets the cookies _ga and _ga_GS6XY3ET2S (Google Analytics, up to 2 years) only if you choose “Count me in” on the card; until you answer, or if you choose “No, thanks”, nothing is fetched from Google. We keep your answer in your browser for 6 months, then ask again. You can change it at any time with the “Cookies” link at the bottom of the website; “No, thanks” turns counting off and deletes those cookies.
7. Your rights
You have the right to access your data, to rectification, erasure, restriction of processing and portability, and to object to processing based on legitimate interest. You can delete your account yourself in the app (Menu → Account → Delete account). If you recognise yourself or your property in a photo, send a takedown request (no account needed): we take the photo down at once and e-mail you the decision. For any other request write to info@innovatica.ai.
You have the right to complain to the Commissioner for Information of Public Importance and Personal Data Protection (Serbia), Bulevar kralja Aleksandra 15, 11000 Belgrade, www.poverenik.rs.
8. Age
HeyLetsFix is for people aged 16 and over.
9. Changes
When this notice changes materially we will update the version date and ask you to accept it again before your next report.