Privacy Standards and Operational Policy (v5.0)
The Computer Cellar
Updated May 15, 2026
In short
We treat your data like our own. We don’t snoop, we don’t share, we don’t keep copies, and we don’t sell anything about you. The detailed version below explains exactly what that means in practice, what we may unavoidably see in the course of a repair, and what your rights are. If you only read one section, read this one — and know that we’re available to answer any questions in person or by phone.
Quick navigation
- What we collect at check-in
- Why we may ask for your password
- Our policy on viewing customer data
- What we may unavoidably see
- Copying, deleting, and modifying data
- Data retention
- Physical security
- When data may leave our control
- Photos and video by staff
- Confidentiality
- Service exclusions
- Data loss and customer backups
- Data breach notification
- Devices belonging to minors
- Staff expectations
- Governing law
Preamble
The Computer Cellar (hereinafter “TCC”) prides itself on honest, trustworthy repair work. We trust our staff to perform quality repairs with the utmost respect for your privacy, safety, and security. The policy below describes how we handle your data and your device.
What we collect at check-in
During check-in, TCC may request your name, phone number, email address, model number of your device(s), serial number of your device(s), and in most cases the login credentials for your device(s). This information is used exclusively for diagnostics, repair, and communication with you about your repair. TCC does not sell your information, and does not share your information with any other party, with the exception of Bull City Mobile Repair, who may take over your diagnostic and/or repair with your approval. Customer contact information is stored in a secure database on a web server.
TCC does not log or store your credit or debit card information.
Why we may ask for your password
(1) For any repair work involving software, including but not limited to computer setup, data transfer, data recovery, virus removal, malware removal, spyware removal, general troubleshooting, new user setup, user migration, and other operations within the operating system.
(2) For testing purposes after performing a hardware repair. Even repairs that seem simple may involve touching, moving, plugging or unplugging, connecting or disconnecting, screwing or unscrewing, modifying, or replacing sensitive components, cables, and other parts within your computer. After performing a repair or diagnostic process, we prefer to be able to boot into your operating environment and confirm that all involved components are functioning correctly.
While logged into your computer, we limit our activity to what is reasonably required to complete and verify your repair — for example, confirming that hardware initializes correctly, that the operating system boots cleanly, that drivers load properly, and that the specific issue you came in for has been resolved. We do not browse personal files, accounts, or applications beyond this scope.
A photo ID is required for any password reset or bypass attempt.
Our policy on viewing customer data
In the course of a repair, it is likely that we will encounter some of your personal information by the nature of our work. For example, we may see icons and filenames for items saved on your desktop.
It is TCC policy that no customer data — including but not limited to documents, databases, identification, photographs, videos, or audio recordings — shall be deliberately searched for, opened, viewed, scrutinized, printed, copied, altered, photographed, deleted, or otherwise documented unless specifically requested by you or required within the scope of an approved repair.
(1) File names, icons, and thumbnails on the operating system desktop.
(2) File names, icons, thumbnails, and metadata visible within a file explorer window when we are, for example, looking for malicious software or attempting to transfer or recover data.
(3) File names, icons, image thumbnails, and metadata when transferring or migrating data between devices, installations, or accounts.
(4) The contents of some documents when troubleshooting word processing, spreadsheet, or publishing software.
(5) Senders, recipients, subjects, and contents of email messages when troubleshooting email or browser issues.
(6) Bookmarks, browsing history, and browser extensions when troubleshooting internet connectivity, browsing, malware, or software in general.
(7) File names, types, metadata, icons, and thumbnails when requested work involves identifying or removing junk data or malware.
(8) Your login or lock screen and its background, your desktop wallpaper, and any applications left open or running before bringing your computer to us. If your browser is set to remember tabs, we will see your open tabs when the browser launches.
Copying, deleting, and modifying data
Copying between devices. If we are asked to transfer, recover, or migrate user data between devices (including upgrading or replacing the storage device in your existing computer), your data will be copied directly between those devices when possible.
Copying to an external device. If you ask us to copy data to an external device (such as an external hard disk or USB flash drive), data will be copied as requested.
Intermediary storage. In some situations — pulling data from a failing device, working with a device that is excessively difficult to open, or performing data recovery — we may use an intermediary storage device. TCC maintains a small set of these intermediary devices. When used, each is labeled with a customer ID and date, dedicated to a single customer, and never permitted to leave our facility.
Deleting data. Data may be deleted when you ask us to free up disk space, when we identify malicious software or malicious installers, or when a partial transfer is requested. We generally discuss what will be removed with you before doing so.
Modifying data. When rearranging or transferring data, your directory structure may be altered and some file metadata (such as the “last modified” timestamp) may change. We do not alter the contents of customer files except as necessary to complete a repair you have authorized — for example, repairing a corrupted configuration file, editing a registry entry to resolve a system issue, or other modifications inherent to the requested work. We never modify file contents outside the scope of what you have asked us to do.
Data retention
Following a transfer, recovery, or other operation involving an intermediary storage device, that device may be retained in a secure location within our facility for up to ten days with your data still on it. This retention exists in case something is missed during a transfer. After ten days, these devices are wiped and reused. No copies are ever made for any reason, and the devices are not permitted to leave our facility.
You may opt out of this retention by requesting that any intermediary storage device used during your repair be wiped at the time you pick up your device.
Physical security
All customer data — meaning any device currently housed in our facility that contains data belonging to a customer — is stored solely within our facility. The rare exception is pickup or delivery of a device, which TCC does not currently offer broadly. We take every reasonable precaution to keep your device safe, and each customer’s device is kept separate from other customers’ devices.
While we do everything in our power to prevent it, TCC cannot be held liable for loss, damage, or compromise of a device or its data resulting from events outside our control, including but not limited to theft, break-in, fire, flood, power surge, natural disaster, or other unforeseen circumstances.
When data may leave our control
While TCC does not deliberately examine your data, our technicians will likely see some of it in the course of repair, transfers, migration, or recovery. If we encounter material we are legally required to report — most notably suspected child sexual abuse material — TCC will report it to the appropriate authorities as required by law. Those authorities may seize your device, and TCC has no control over what happens to a device once it leaves our custody. Aside from such cases, your data and device will not leave TCC’s custody without an appropriate court order, with one routine exception described below.
Some devices we do not service in-house may be sent to our sister shop, Bull City Mobile Repair. In those cases your data remains within the device while it is with the other shop.
Photos and video by staff
Our technicians sometimes photograph or record video of interesting, difficult, or unusual repairs. We do this for staff discussion and training, for tutorial content used in technician onboarding, and occasionally for educational or entertaining social media posts that help our community understand what repair work involves.
When recording, we take care to avoid capturing identifying information — customer names, email addresses, phone numbers, serial numbers, or anything shown on the device’s display. We also avoid capturing user information such as filenames, file icons, thumbnails, or the contents of any data file. If such information is incidentally captured, the resulting image or video is not permitted to leave the shop premises in any form until it has been unrecoverably censored. No sensitive customer information is ever included in any social media post.
Confidentiality
Our technicians are not permitted to disclose identifying information about a customer to anyone other than Computer Cellar staff and management. This applies to casual conversations, “war stories,” and social media alike. Customer names and identifying details are not disclosed under any circumstances, with two exceptions: (1) if staff believes their safety may be at risk, in which case relevant information may be shared with appropriate authorities, and (2) if staff has identified material that requires legal reporting, as described above.
Service exclusions
We will not install, set up, connect to, or modify any remote monitoring, data logging, or remote access tool for any purpose, even at customer request. This includes parental controls or monitoring services on a child’s computer at a parent’s request.
We will not modify or alter the electrical or software operation of any camera or microphone on or within a device that contains them, even at customer request.
Data loss and customer backups
Computer repair carries inherent risk. Storage devices that are already failing can fail completely during recovery or transfer; older components can fail under the routine handling that any repair requires; and software-level operations can occasionally produce unexpected results.
TCC takes every possible precaution to protect your data throughout the repair process. Our technicians follow careful procedures and treat your device with the same care they would give their own. That said, data loss can and does occasionally happen in the course of repair work, and it is not always preventable regardless of the care taken.
You are solely responsible for maintaining your own backups of all important data before bringing your device in for service. TCC is not liable for any data loss, corruption, or inaccessibility occurring during or after the course of repair or storage of your device, for any reason — including but not limited to hardware failure, technician error, software malfunction, accident, theft, fire, flood, power surge, or any other cause. When data recovery is the specific service requested, we will discuss the risks and likely outcomes with you before beginning work.
Data breach notification
In the unlikely event of a data breach affecting personal information you have provided to TCC, we will notify affected customers in accordance with applicable North Carolina and federal law, including the North Carolina Identity Theft Protection Act (N.C.G.S. § 75-65). Notification will describe the nature of the breach, the categories of information affected, and steps you may wish to take in response.
Devices belonging to minors
We service devices owned by or used by minors only when the minor’s parent or legal guardian is present at check-in and authorizes the work, or when a school or institutional account holder authorizes the work. The privacy protections described in this policy apply equally regardless of the device owner’s age. As noted under service exclusions, we will not install monitoring or remote-access tools on a minor’s device.
Staff expectations
Our staff is made aware of TCC standards and policies upon hire and is expected to adhere to them. Any employee found to be violating the privacy of a customer is subject to termination following an investigation. Law enforcement may be involved when appropriate. Actions taken in this regard are at the discretion of Triangle Device Repair, LLC.
Governing law
These terms are governed by the laws of the State of North Carolina, without regard to its conflict-of-law principles. Any dispute arising from these terms or from services provided by TCC shall be resolved in the state or federal courts located in Durham County, North Carolina.
These terms are subject to change periodically. This page will be updated when any changes are made, and the version number and update date at the top of this document will reflect the most recent revision.