Privacy Policy

1. Introduction

SERVY LIMITED (NZBN: 9429053052940) ("we", "our", or "us") is committed to protecting your privacy and complying with the Privacy Act 2020 (New Zealand). This privacy policy explains how we collect, use, store, and protect your personal information when you use the Servy platform — including our website, customer app, and provider app.

Servy is a two-sided marketplace connecting customers with trusted local home service providers in Auckland, New Zealand. By using our platform, you consent to the collection and use of your information as described in this policy.

2. Information We Collect

Account Information

When you create an account, we collect information depending on how you sign up:

• Email and password sign-up: Your name, email address, and encrypted password
• Social sign-in (Facebook, Google, Apple): Your name, email address, and profile picture as shared by those platforms. We request only your public profile and email from Facebook and Google.

Customer Information

• Your name, email address, and phone number
• Your home or service address and location data used to match you with nearby providers
• Booking history, service preferences, and communications with providers
• Payment information processed securely through Stripe (we do not store your card details)

Provider Information

• Your name, email address, phone number, and business details
• Your service area, location, and availability
• Identity verification documents (where required)
• Bank account details for payouts, processed securely through Stripe Connect
• Job history, ratings, and reviews from customers

Usage and Technical Information

• Device information, IP address, operating system, and app version
• Location data (with your permission) to show nearby providers or jobs
• App usage data, crash reports, and performance diagnostics
• Cookies and analytics data from our website

3. How We Use Your Information

• Platform Operation: To facilitate bookings, payments, and communications between customers and providers
• Account Management: To create and manage your account and authenticate your identity
• Matching: To match customers with suitable nearby providers based on location and service type
• Payments: To process payments and provider payouts through Stripe
• Communications: To send booking confirmations, reminders, receipts, and service updates
• Trust and Safety: To verify identities, resolve disputes, and prevent fraud or misuse
• Improvement: To analyse usage patterns and improve the platform experience
• Marketing: To send promotional content about Servy (you can opt out at any time)
• Legal Compliance: To comply with applicable New Zealand laws and regulations

4. Information Sharing and Disclosure

We do not sell your personal information. We share your information only in the following circumstances:

• Between customers and providers: When a booking is made, relevant contact and job details are shared between the customer and the assigned provider
• Stripe: Payment and payout information is processed by Stripe, Inc. under their own privacy policy
• AWS (Amazon Web Services): Our platform infrastructure, authentication (via Amazon Cognito), and data storage run on AWS
• Facebook, Google, Apple: If you use social sign-in, basic profile information is shared with us by these platforms in accordance with your settings and their policies
• Legal Requirements: Where required by New Zealand law, court order, or to protect the safety of our users
• Business Transfer: In connection with any merger, acquisition, or sale of company assets

5. Data Security

We implement industry-standard security measures to protect your personal information, including:

• Encryption of data in transit (TLS) and at rest
• Secure authentication managed by Amazon Cognito
• Payment data handled exclusively by Stripe, a PCI-DSS compliant payment processor — we never store your card details
• Access controls and role-based permissions
• Regular security reviews and updates

While we take all reasonable steps to protect your information, no method of transmission over the internet is completely secure. You use our platform at your own risk.

6. Data Retention

• Account data: Retained while your account is active and for a reasonable period after closure to comply with legal obligations
• Booking and transaction records: Retained for up to 7 years for tax, legal, and dispute resolution purposes
• Location data: Not stored persistently beyond what is required to fulfil a specific booking
• Analytics data: Aggregated and anonymised data may be retained indefinitely

7. Your Rights

Under the Privacy Act 2020, you have the following rights:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your account and personal data (subject to legal retention requirements)
• Objection: Opt out of marketing communications at any time
• Portability: Request a copy of your data in a portable format
• Withdrawal of Consent: Withdraw consent for optional data processing at any time

To exercise any of these rights, contact us at privacy@servy.co.nz. We will respond within 20 working days as required by the Privacy Act 2020.

8. Location Data

Our app requests access to your device location to match customers with nearby providers and to assist providers in navigating to job locations. Location access is optional — you can use parts of the platform without it, though some features may be limited. You can revoke location permissions at any time through your device settings.

9. Cookies and Tracking Technologies

Our website uses cookies and analytics tools to understand how visitors use our site and to improve the user experience. You can control or disable cookies through your browser settings, though some site functionality may be affected.

Specifically, we use Google Analytics and the Meta pixel to measure things like which pages and articles are read, where visitors came from, and how many people tap through to download our apps. These tools record page visits and clicks; our site code does not pass them the contents of our forms, such as your name, email address or phone number. You can opt out of Google Analytics with Google's browser add-on, or block both tools with any standard tracker blocker.

10. Third-Party Links

Our platform may contain links to third-party websites or services. We are not responsible for the privacy practices of those external sites. We encourage you to review their privacy policies before providing any personal information.

11. Changes to This Policy

We may update this privacy policy from time to time. We will notify you of material changes by posting the updated policy on our website and, where appropriate, by email. Continued use of Servy after changes are posted constitutes your acceptance of the updated policy.

12. Contact Information