Privacy Policy

We collect information to provide and improve our cleaning services. This includes:

Information You Provide

• Account information: Name, email address, phone number, and password when you create an account
• Address information: Your property address(es) for service delivery
• Payment information: Payment card details processed securely through Stripe (we do not store full card numbers)
• Booking details: Service preferences, special instructions, access arrangements, and scheduling information
• Communications: Messages you send to our support team or cleaners
• Reviews and feedback: Ratings and comments you provide about our services

Information Collected Automatically

• Device information: Device type, operating system, browser type, and unique device identifiers
• Usage data: Pages viewed, features used, booking patterns, and interaction with our app
• Location data: With your consent, we may collect location data to help verify service delivery
• Cookies and similar technologies: See our Cookie Policy for details

We use your information for the following purposes:

Service Delivery

• Processing and managing your cleaning bookings
• Matching you with suitable cleaners based on your requirements
• Facilitating communication between you and your cleaner
• Providing customer support and responding to enquiries

Payment Processing

• Processing payments for services rendered
• Authorising payment holds prior to scheduled bookings
• Managing refunds and resolving payment disputes
• Preventing fraud and unauthorised transactions

Service Improvement

• Analysing usage patterns to improve our platform
• Developing new features and services
• Training and quality assurance for our cleaning staff
• Conducting research and analytics

Communications

• Sending booking confirmations, reminders, and updates
• Notifying you of service changes or issues
• Sending marketing communications (with your consent)
• Responding to your enquiries and feedback

We may share your information with the following parties:

Service Providers

• Cleaners: Your name, address, contact details, and booking instructions to enable service delivery
• Stripe: Payment information for secure transaction processing
• Supabase: Cloud infrastructure for secure data storage
• Email providers: For sending transactional and marketing communications
• Analytics providers: Anonymised usage data for service improvement

Legal Requirements

We may disclose your information if required by law, court order, or government request, or to protect our rights, property, or safety, or that of our users or the public.

Business Transfers

If Servella is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change.

With Your Consent

We may share your information with third parties when you have given us your explicit consent to do so.

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy, unless a longer retention period is required by law.

Retention Periods

• Account information: Retained while your account is active and for 7 years after closure for legal and accounting purposes
• Booking history: Retained for 7 years for tax and legal compliance
• Payment records: Retained for 7 years as required by UK financial regulations
• Communications: Retained for 3 years after the conversation ends
• Marketing preferences: Retained until you withdraw consent

When data is no longer required, we securely delete or anonymise it.

Under UK data protection law (UK GDPR), you have the following rights:

• Right to access: Request a copy of the personal data we hold about you
• Right to rectification: Request correction of inaccurate or incomplete data
• Right to erasure: Request deletion of your personal data in certain circumstances
• Right to restrict processing: Request limitation of how we use your data
• Right to data portability: Request transfer of your data to another service
• Right to object: Object to processing based on legitimate interests or for direct marketing
• Rights related to automated decision-making: Request human review of automated decisions

To exercise any of these rights, please contact us at privacy@servella.co.uk. We will respond to your request within one month.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction.

Security Measures

• Encryption of data in transit using TLS/SSL
• Encryption of sensitive data at rest
• Secure payment processing through PCI-DSS compliant Stripe
• Regular security assessments and updates
• Access controls limiting data access to authorised personnel
• Staff training on data protection and security practices

While we take reasonable precautions to protect your data, no method of transmission over the internet is 100% secure. We cannot guarantee absolute security of your information.

If you have any questions about this Privacy Policy or our data practices, please contact us:

For general support enquiries, please contact support@servella.co.uk.