Privacy Policy

1. Who we are

Servolo operates a marketplace connecting homeowners and contractors in Canada.

Privacy contact: privacy@servolo.app

2. Scope and regions we serve

This Privacy Policy applies to personal information we collect through the app, website, email, and support channels.

We comply with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws in the regions where we operate: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Northwest Territories, Nunavut, Ontario, Prince Edward Island, Saskatchewan, Yukon.

We do not currently offer the Service in Quebec, where additional local requirements apply that we are not yet equipped to meet. Do not register or submit location information for those regions.

3. Information we collect

Depending on how you use the Service, we may collect:

• Account information: name, email address, password (stored securely by our auth provider), role (homeowner or contractor), terms acceptance records, and phone number if provided.
• Profile and business information: address, city, province, postal code, coordinates derived from addresses, service area or radius, business name, bio, years of experience, service categories, availability, profile photo, website links, and Google Business profile links or publicly displayed rating information you choose to connect.
• Job information: job titles, descriptions, photos, location details, urgency, budget preferences, application limits, status, and contractor applications (including messages and quotes).
• Messages: content of in-app conversations, timestamps, presence/read-related metadata, and contact details users voluntarily share in chat (such as a phone number or address).
• Reviews and ratings you submit or receive, including contractor responses or contest notes where available.
• Support and safety information: support tickets, user reports, abuse or fraud signals, and related admin review records.
• Payment-related information: subscription status, customer/subscription identifiers, cancellation status, complimentary access flags, free-trial usage, and billing events processed by Stripe. We do not store full payment card numbers.
• AI and assistive-input information: text you type or dictate for jobs or similar fields, speech transcripts generated on your device or by the platform speech service, polished text suggestions, and category-suggestion telemetry used to improve matching.
• Notifications information: in-app notification records and push notification tokens tied to your devices.
• Product feedback events: whether we showed an app-store rating prompt and how you responded (for example Not now or Don't ask again).
• Device and usage information needed to operate and secure the Service, such as device type, operating system, and app version.
• Crash and diagnostic information: stack traces, device model/OS, app version, and limited breadcrumbs when the app crashes or encounters a serious error (via Firebase Crashlytics). We use this to find and fix stability issues. We do not intentionally include message bodies, passwords, or full street addresses in crash reports.
• Local device storage: optional biometric unlock may keep your email and password in the device secure store. Biometric templates stay on the device and are not uploaded to Servolo.

4. How we use information

We use personal information to:

• Create and manage your account and verify email.
• Match homeowners with nearby contractors and display relevant jobs on maps and lists.
• Enable messaging, notifications, reviews, job workflows, photo uploads, and profile features.
• Provide AI-assisted text cleanup and category suggestions.
• Process contractor subscriptions and prevent fraud, abuse, and free-trial misuse (including checks involving shared phone numbers or addresses where appropriate).
• Provide customer support and respond to reports.
• Improve, secure, moderate, and troubleshoot the Service, including diagnosing crashes and serious errors.
• Comply with legal obligations and enforce our Terms.
• Send service-related communications such as job alerts, message notifications, account notices, and (where permitted) limited product feedback prompts.

5. Artificial intelligence and speech

When you use talk-to-text or AI assist features, speech may first be converted to text by your device or platform speech-recognition services (for example Google speech services on Android). We may then send relevant text to third-party AI providers (currently including Groq and Google Gemini) to polish wording or suggest service categories.

These providers process the text you submit for that request. Do not include sensitive information you do not want processed by those services. Final posted content remains your responsibility.

6. Marketing and CASL

We may send promotional emails or messages only where permitted by Canada's Anti-Spam Legislation (CASL), such as with your consent or where messages are closely related to your use of the Service.

You can opt out of promotional emails using the unsubscribe link in those messages. Push and many in-app service notifications can be controlled in your profile settings. We may still send transactional or account-required messages.

7. How we share information

We do not sell your personal information. We share information only as described below:

• With other users as part of the Service (for example, contractors see job details appropriate to the job stage; homeowners see contractor profiles and public fields you choose to display; accepted parties may see more precise address or contact details needed to complete work).
• With service providers that help us operate the Service, including Supabase (database, authentication, file storage, and related backend services), Stripe (payments and billing portal; Google Pay may be available on supported devices), Geoapify and OpenStreetMap Nominatim (geocoding and address lookup), Google services used for speech recognition, Maps/Business profile features, Firebase Cloud Messaging where applicable, Firebase Crashlytics (crash and diagnostic reports), Expo push notification delivery, and AI providers such as Groq and Google Gemini for assistive text/category features. These providers process data on our instructions or as needed to provide their services and under contractual or platform safeguards where applicable.
• With Apple App Store or Google Play when you choose to leave a public store rating or when store flows require it.
• When required by law, court order, or government request, or to protect rights, safety, and security.
• In connection with a business transaction such as a merger or sale, subject to appropriate confidentiality protections.

8. Messages and moderation

In-app messages are stored so participants can read their conversation history. Other users cannot read your private threads unless they are a participant.

Our team may access stored messages only when reasonably necessary—for example, to respond to a support request you initiate, investigate abuse or safety reports, prevent fraud, debug a technical issue, or comply with law. We do not routinely monitor private conversations.

9. Location information

We use location-related information (such as city, province, postal code, and coordinates derived from addresses you enter) to match jobs and contractors and show maps. We generally do not continuously track GPS in the background.

For job posts, contractors typically see city-level location until a homeowner accepts an application; more precise address details may then be shared with the accepted contractor. Contractor street addresses are kept private from the public profile view; only broader location information is shown to customers as described in the app.

On some web flows we may use browser geolocation temporarily to centre a search map; that temporary location is not required for core account use.

10. Photos and files

Profile photos, job photos, portfolio images, and completion photos you upload are stored with our hosting provider so the Service can display them to authorized users. Public profile or portfolio images may be visible to other users according to the screens that show them. Job photos are visible to parties who can view that job under our access rules.

11. Push notifications

If you enable notifications, we store a push token for your device and may send notifications about messages, job activity, follow-ups, and similar events. Notification payloads may include limited identifiers (such as a conversation or job id) so the app can open the right screen. You can disable notifications in system settings or, where available, in the app.

12. Data retention

We retain personal information for as long as your account is active or as needed to provide the Service, comply with legal obligations, resolve disputes, prevent fraud, and enforce our agreements.

After account deletion or conversation closure, we may retain certain records for a limited period for legal, security, billing, backup, or abuse-prevention purposes (for example subscription records, safety reports, and audit logs). AI request logs and category-suggestion events are retained only as long as reasonably needed for product improvement and abuse monitoring.

13. Security

We use technical and organizational measures appropriate to the sensitivity of the information, including encryption in transit, access controls, and row-level database security where configured.

No method of transmission or storage is completely secure. Please use a strong password and keep your login credentials confidential.

14. Your rights and account deletion

Subject to applicable law, you may request access to, correction of, or deletion of your personal information, or withdraw consent where processing is consent-based.

To make a privacy request or to request deletion of your account, contact privacy@servolo.app or support@servolo.app. We may need to verify your identity before responding. Account deletion is handled by our team (the app does not currently provide a fully automated self-serve delete button).

You can update many profile fields in the app and control biometric unlock, notification prompts, and store-rating prompts in settings where those options are available.

If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada or your provincial privacy regulator.

15. Children

The Service is not directed to anyone under 18. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will take appropriate steps to delete it.

16. International processing

Our service providers may process information in Canada, the United States, or other countries. Where information is processed outside Canada, it may be subject to the laws of those jurisdictions, including lawful access by foreign authorities.

17. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version in the app and update the "Last updated" date. Material changes may be communicated by email or in-app notice where appropriate.

18. Contact

Privacy inquiries: privacy@servolo.app

General support: support@servolo.app

https://servolo.app