Racket Relay Privacy Notice
Effective date: October 21, 2026
1. Who we are
Racket Relay LLC, an Illinois limited liability company, operates racketrelay.com and the Racket Relay service. This notice explains how we handle personal information about website visitors, customers, guests, and account members.
For privacy questions or requests, contact [email protected].
2. Information we collect and why
We collect information you provide, information an account holder provides about members, information generated when we fulfill an order, and certain information collected automatically when you use the service.
| Information | How we use it |
|---|---|
| Names, email addresses, delivery addresses, and account details | To manage accounts, fulfill orders, arrange delivery, and communicate with you. Managed members may be identified by a first name or nickname supplied by their account holder. |
| Racket details, photographs, string and wrapping selections, and service history | To perform the requested work, document condition, address service issues, and support repeat orders. Photographs may be supplied by you or taken during the service. |
| Optional playing preferences, such as playing frequency, level, and comfort preferences | To suggest strings and time restring reminders. |
| Order, payment-status, refund, and account-credit records | To process and reconcile transactions and maintain financial records. |
| Group information supplied when requesting member access, including group type, name, your role, city and state, approximate size, and optional contact details or notes | To review and respond to the request. |
| Messages, ratings, comments, survey responses, and staff notes about your interactions or orders | To provide support, resolve issues, and improve service quality. |
| IP addresses and records of sign-ins, sign-ups, and order approvals; cookies used for sign-in, security, and display preferences | To operate and secure the service, prevent misuse, record approvals, and remember your preferences. |
| Email address and optional ZIP code supplied for the launch list | To tell you when the service becomes available in your area. |
Payment providers process your payment details. We receive transaction information needed to manage your order; we do not store full payment-card numbers.
3. Who receives information
We disclose information as follows:
- Service providers: businesses carrying out your racket service receive the information needed for that work. Payment, delivery, email, hosting, and security providers receive information needed for their respective services.
- Account holders: if you join another person's account, its holder can see your member profile, rackets, and requests submitted to that account. Orders placed through your own separate account are not shared with that holder through the membership.
- Our staff: authorized staff access information when needed to carry out their responsibilities.
- Legal requirements: we disclose information when required by applicable law or a valid legal process.
We do not sell or rent personal information or share it for others' advertising. The service-related disclosures described above are separate from advertising uses.
4. Cookies and tracking
We use cookies for sign-in, security, and preferences such as dark mode. You can manage cookies through your browser; blocking necessary cookies may affect sign-in or other features.
We do not use advertising, analytics, or social-media trackers, and do not permit third-party tracking of your activity across other websites for advertising through our service. We do not track your browsing across other websites. Our service does not change its behavior in response to legacy browser “Do Not Track” signals.
5. How long we keep information
We retain information for the purposes described in this notice and for applicable legal requirements. Our general retention periods are:
- Racket photographs: two years, unless deleted earlier in response to an account-deletion request or retained longer where necessary and legally permitted to resolve an existing claim or meet a legal obligation.
- Orders, payments, refunds, and credit records: seven years for accounting and recordkeeping, subject to applicable legal requirements. These records may include transaction amounts and delivery city, state, and ZIP code.
- Account and member-profile information: while needed to maintain the account or membership, and then subject to the deletion process below.
- Other information: for as long as needed for its stated purpose, taking account of an outstanding order, a privacy request, security needs, an existing dispute, and legal recordkeeping obligations.
When information is no longer needed, we delete it or remove identifying details as appropriate. Removing a name does not necessarily make an order or transaction record anonymous.
6. Your choices and privacy requests
You can:
- Review or correct account information through your account settings or by contacting us.
- Request a copy or deletion of your information by emailing [email protected]. You can also request account deletion through Your details → Delete your account.
- Stop reminders and surveys through the unsubscribe link in those emails.
- Manage tips and offers: these messages are sent only if you opted in, and you may withdraw that preference or unsubscribe at any time.
Necessary order communications may continue while we complete or resolve an order.
We may need to verify your identity and, where someone acts for you, their authority before responding to a request. Please provide only the information reasonably needed for that process. We aim to respond within 30 days and will meet applicable legal deadlines. If an extension is legally permitted and needed, we will explain it.
Depending on the laws that apply, you may have additional rights concerning access, correction, deletion, a portable copy, or restrictions on certain uses or disclosures. Contact us to exercise an applicable right. If we cannot fulfill a request, we will explain the reason and any available appeal process required by applicable law. We will not penalize you for exercising a legal privacy right.
7. Account deletion and retained records
When handling an account-deletion request, we delete account and profile details, contact information, saved preferences, photographs, and associated comments and notes, except for information we are legally permitted or required to retain for a specific purpose.
For example, an unfinished order, outstanding payment, or existing claim may require retention of information needed to complete or resolve it. We assess what needs to remain rather than treating an open matter as a reason to retain all information indefinitely. We also retain necessary transaction records as described above.
Members with their own sign-in can request deletion directly. Leaving or being removed from a group account ends that membership; it does not necessarily erase transaction records that must be retained.
8. Security
We use reasonable safeguards designed to protect personal information against unauthorized access, use, or disclosure. If a security incident requires notice under applicable law, we will provide the required notice.
9. Changes to this notice
We may update this notice as our practices or legal obligations change. The effective date shows when the current version takes effect. We will notify you of material changes through a notice on our website or by email, as appropriate, and obtain consent where required by applicable law.
10. Contact
Racket Relay LLC
Email: [email protected]