Privacy Policy

Updated on: 18th July 2024

Introduction

This document outlines how Servo collects, uses, shares, and protects the personal and business information of users who access or use our platform. At Servo, we are committed to maintaining the privacy and confidentiality of user data and complying with applicable data protection laws and regulations.

By accessing or using the Servo platform, you agree to the terms and practices described in this Privacy Policy. Please read this document carefully to understand how we collect, use, and protect your information. If you have any questions or concerns about our Privacy Policy or data practices, please contact us.

By using the Servo platform, you consent to the collection, use, and disclosure of your information in accordance with this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use the Servo platform.

Definitions

1. "Servo" refers to our company, its affiliates, subsidiaries, and licensors collectively responsible for the operation of the Servo platform.

2. "Servo platform" refers to our website, mobile application, and any other online or mobile service operated by Servo that links to this Privacy Policy.

3. "User" refers to any individual who accesses or uses the Servo platform, including Service Providers, Customers, and visitors to our website or mobile application.

4. "Service Provider" refers to individuals or entities who offer home services through the Servo platform, including companies, contractors, freelancers, and other service professionals.

5. "Customer" refers to individuals who book and receive home services through the Servo platform.

6. "Personal Information" refers to any information that identifies or can be used to identify an individual, such as name, email address, phone number, and Singapore Identity Number (NRIC).

7. "Business Information" refers to information provided by Service Providers for the purpose of registering and verifying their businesses, including business name, registration details, qualifications, certifications, and documentation.

8. "Payment Information" refers to financial information provided by users for processing payments and payouts, including bank account details, payment card information, and transaction history.

9. "Cookies" are small text files stored on a user's device that contain information about the user's preferences and browsing activity. Cookies are used to enhance user experience and track usage patterns on the Servo platform.

10. "Third-party Service Providers" refers to external companies or individuals engaged by Servo to provide services on our behalf, including but not limited to payment processing, data hosting, analytics, and marketing.

11. "Aggregate Information" refers to anonymized or aggregated data that does not identify individual users and is used for statistical analysis, trend monitoring, and improving the Servo platform.

12. "Data Controller" refers to the entity responsible for determining the purposes and means of processing personal data collected on the Servo platform, which is Servo unless otherwise stated.

13. "Data Processor" refers to any entity that processes personal data on behalf of Servo, including Third-party Service Providers engaged to provide services on our behalf.

14. "GDPR" refers to the General Data Protection Regulation, a European Union regulation that governs the processing of personal data of individuals within the EU.

    
    

Information We Collect

1. Personal Information:

   • When you register for an account on the Servo platform, we collect personal information such as your name, email address, phone number, and Singapore Identity Number (NRIC).

   • We may collect additional personal information from you when you voluntarily provide it to us, such as when you update your profile, submit service listings, or communicate with us through the platform.

2. Business Information:

   • If you are a Service Provider, we collect business information such as your business name, registration details, qualifications, certifications, and documentation required for verification purposes.

   • This information is used to verify your identity, authenticate your account, and ensure compliance with our eligibility criteria for Service Providers.

3. Payment Information:

   • When you make payments for services booked through the Servo platform, we collect payment information such as your bank account details, payment card information, and transaction history.

   • Payment information is securely processed by our payment service providers and is used solely for the purpose of processing payments and payouts.

4. Usage Information:

   • We automatically collect certain information about your use of the Servo platform, including your device type, operating system, browser type, IP address, and browsing activity.

   • This information is collected using cookies and similar technologies and is used to analyze usage patterns, improve the user experience, and personalize content and advertisements.

5. Location Information:

   • With your consent, we may collect and process information about your precise or approximate location, including GPS coordinates, Wi-Fi access points, and cell tower IDs.

   • Location information is used to provide location-based services, such as finding nearby Service Providers or displaying relevant service listings based on your location.

6. Other Information:

   • We may collect other information from you, such as feedback, reviews, ratings, and communications sent through the Servo platform.

   • This information is used to improve our services, respond to inquiries and feedback, and resolve disputes between users.

7. Children's Information:

   • The Servo platform is not intended for use by children under the age of 18, and we do not knowingly collect personal information from children. If you are a parent or guardian and believe that your child has provided us with personal information, please contact us immediately to request deletion of the information.

How We Use Your Information

1. Personalization and Service Delivery:

   • We use the information we collect to personalize your experience on the Servo platform, such as displaying relevant service listings, recommendations, and advertisements based on your preferences and browsing history.

   • Your information is also used to facilitate the delivery of home services booked through the platform, including matching you with suitable Service Providers, scheduling appointments, and communicating important service-related information.

2. Communication:

   • We use your contact information to communicate with you about your account, bookings, payments, and service-related inquiries. This may include sending email notifications, SMS messages, or push notifications to keep you informed about updates and developments on the Servo platform.

   • You may also receive promotional communications from us about new services, special offers, and promotional events, unless you opt out of receiving such communications.

3. Payment Processing:

   • Your payment information is used to process payments for services booked through the Servo platform, including authorizing transactions, facilitating refunds, and resolving payment disputes.

   • We may also use your payment information to detect and prevent fraudulent activities and unauthorized transactions on the platform, in compliance with applicable laws and regulations.

4. Account Management:

   • We use the information you provide to create and manage your account on the Servo platform, including verifying your identity, authenticating your login credentials, and ensuring compliance with our Terms and Conditions.

   • You have the ability to access and update your account information at any time through the Servo platform, including your profile details, preferences, and communication preferences.

5. Analytics and Improvements:

   • We analyze usage patterns, preferences, and trends on the Servo platform to improve our services, enhance user experience, and optimize the performance of the platform.

   • This may include conducting data analytics, user research, and A/B testing to evaluate the effectiveness of new features, content, and functionalities.

6. Legal Compliance:

   • We may use your information to comply with legal and regulatory requirements, including responding to legal processes, enforcing our Terms and Conditions, and protecting the rights, property, and safety of Servo, our users, and the public.

   • In certain circumstances, we may be required to disclose your information to law enforcement authorities, regulatory agencies, or other third parties as required by law or legal process.

Legal Basis for Processing Personal Information

1. Contractual Necessity:

   • We process personal information to fulfill our contractual obligations with users, including providing access to the Servo platform, facilitating bookings and payments, and delivering home services requested by Customers. The processing of personal information is necessary to perform the contract between Servo and the user.

2. Consent:

   • In some cases, we may rely on your consent to process certain types of personal information, such as when you voluntarily provide additional information or agree to receive promotional communications from us. You have the right to withdraw your consent at any time by contacting us or adjusting your communication preferences through the Servo platform.

3. Legitimate Interests:

   • We may process personal information for our legitimate business interests, such as analyzing usage patterns, improving our services, and protecting the security and integrity of the Servo platform. We ensure that our legitimate interests are not overridden by the interests or fundamental rights and freedoms of users.

4. Legal Compliance:

   • We may process personal information to comply with legal and regulatory requirements, including responding to legal processes, enforcing our Terms and Conditions, and protecting the rights, property, and safety of Servo, our users, and the public. This may include disclosing personal information to law enforcement authorities, regulatory agencies, or other third parties as required by law or legal process.

5. Vital Interests:

   • In rare circumstances, we may process personal information to protect the vital interests of individuals, such as in cases of emergency or to prevent harm to the health or safety of users or others. This legal basis is invoked when necessary to protect life or prevent serious injury or harm.

6. Performance of a Task Carried Out in the Public Interest:

   • We may process personal information to perform a task carried out in the public interest or in the exercise of official authority vested in Servo, such as complying with public health regulations or assisting government agencies in the provision of essential services.

7. Consent of a Legal Guardian:

   • For the processing of personal information of children under the age of 18, we obtain the consent of a legal guardian or parent before collecting or processing their personal information. We take special care to protect the privacy and safety of children using the Servo platform.

Sharing of Personal Information

1. Service Providers:

   • We may share personal information with Service Providers who offer home services booked through the Servo platform. This includes sharing information necessary to facilitate bookings, schedule appointments, and communicate service-related details between Customers and Service Providers.

2. Third-Party Service Providers:

   • We may engage third-party service providers to assist in the provision of services on our behalf, such as payment processing, data hosting, analytics, marketing, and customer support. These service providers have access to personal information as necessary to perform their functions but are contractually obligated to use it only for the purposes specified by Servo and to protect it in accordance with applicable data protection laws and regulations.

3. Business Partners:

   • We may share personal information with trusted business partners who collaborate with Servo to offer complementary services or promotions to users. These partners may include providers of home improvement products, insurance services, or other related services. Personal information shared with business partners is subject to their respective privacy policies and terms of service.

4. Legal and Regulatory Authorities:

   • We may disclose personal information to law enforcement authorities, regulatory agencies, or other third parties as required by law or legal process, or to protect the rights, property, and safety of Servo, our users, and the public. This may include responding to subpoenas, court orders, or other legal requests for information.

5. Corporate Transactions:

   • In the event of a merger, acquisition, reorganization, or sale of assets, personal information may be transferred as part of the transaction. We will notify users of any such change in ownership or control of personal information and obtain their consent if required by applicable laws and regulations.

6. Consent:

   • We may share personal information with third parties for purposes not covered by this Privacy Policy when we have obtained your consent to do so. For example, when you choose to participate in a promotional offer or marketing campaign sponsored by a third party, we may share your information with that third party for the purpose of administering the promotion or campaign.

     
     

Data Retention

1. Personal Information:

   • We retain personal information collected from users for as long as necessary to fulfill the purposes for which it was collected, including providing access to the Servo platform, facilitating bookings and payments, and communicating with users about their accounts and service-related inquiries.

   • We may also retain personal information to comply with legal and regulatory requirements, resolve disputes, enforce our Terms and Conditions, and protect the rights, property, and safety of Servo, our users, and the public.

2. Business Information:

   • Business information provided by Service Providers for the purpose of registering and verifying their businesses is retained for as long as the Service Provider maintains an active account on the Servo platform. Business information may be updated or deleted by the Service Provider at any time through their account settings.

3. Payment Information:

   • Payment information collected for processing payments and payouts is retained for as long as necessary to complete transactions, reconcile accounts, and comply with legal and regulatory requirements. Payment information may be securely stored by our payment service providers in accordance with their data retention policies.

4. Usage Information:

   • Usage information collected through cookies and similar technologies is retained for analytical purposes and to improve the performance and functionality of the Servo platform. Aggregated or anonymized usage information may be retained indefinitely for statistical analysis, trend monitoring, and research purposes.

5. Location Information:

   • Location information collected with your consent is retained for as long as necessary to provide location-based services, such as finding nearby Service Providers or displaying relevant service listings based on your location. You may withdraw your consent and request deletion of location information at any time through your account settings.

6. Data Deletion:

   • Upon request, we will delete or anonymize personal information collected from users, unless retention of the information is required by law or necessary to fulfill our contractual obligations, protect our legal rights, or comply with regulatory requirements.

   • Users may request deletion of their personal information by contacting Servo's support team and providing sufficient information to verify their identity and the data they wish to delete.

     
     

Your Rights Regarding Your Personal Information

1. Access: You have the right to access and receive a copy of the personal information we hold about you. You may request access to your personal information by contacting Servo's support team and providing sufficient information to verify your identity and the information you wish to access.

2. Rectification: You have the right to request correction of any inaccurate or incomplete personal information we hold about you. You may update or correct your personal information by accessing your account settings on the Servo platform or by contacting Servo's support team for assistance.

3. Deletion: You have the right to request deletion of your personal information in certain circumstances, such as when the information is no longer necessary for the purposes for which it was collected or when you withdraw your consent for processing. Upon receiving a valid deletion request, we will promptly delete or anonymize your personal information, unless retention of the information is required by law or necessary to fulfill our contractual obligations.

4. Restriction: You have the right to request restriction of processing of your personal information under certain conditions, such as when you contest the accuracy of the information or when the processing is unlawful. If you request restriction of processing, we will temporarily suspend processing of your personal information until the issue is resolved, unless otherwise required by law.

5. Portability: You have the right to receive a copy of your personal information in a structured, commonly used, and machine-readable format and to transmit that information to another data controller, where technically feasible. This right applies to personal information that you have provided to us and that we process based on your consent or for the performance of a contract.

6. Objection: You have the right to object to the processing of your personal information in certain circumstances, such as when the processing is based on legitimate interests or for direct marketing purposes. If you object to processing, we will stop processing your personal information unless we can demonstrate compelling legitimate grounds for the processing that override your interests, rights, and freedoms.

7. Withdrawal of Consent: If we rely on your consent to process your personal information, you have the right to withdraw that consent at any time. Withdrawal of consent will not affect the lawfulness of processing based on consent before its withdrawal. You may withdraw your consent by adjusting your communication preferences through your account settings or by contacting Servo's support team.

8. Complaint: If you believe that your privacy rights have been violated or if you have any concerns about our data processing practices, you have the right to lodge a complaint with the relevant data protection authority in your jurisdiction. We encourage you to contact us first to resolve any issues or concerns regarding the processing of your personal information.

   
   

Security Measures

1. Encryption: We employ industry-standard encryption techniques, such as Transport Layer Security (TLS) encryption, to protect the transmission of personal information between your device and our servers. This helps ensure that your data remains confidential and secure during transit over the internet.

2. Access Controls: We implement strict access controls and authentication mechanisms to restrict access to personal information to authorized personnel only. Access to personal information is limited to employees, contractors, and service providers who require access to perform their job duties and who are bound by confidentiality obligations.

3. Data Minimization: We practice data minimization by collecting and retaining only the personal information that is necessary for the purposes for which it was collected. We limit access to personal information to the extent necessary to fulfill those purposes and regularly review and update our data retention practices to ensure compliance with legal and regulatory requirements.

4. Regular Security Audits: We conduct regular security audits and assessments of our systems, infrastructure, and processes to identify and address potential security vulnerabilities and threats. We continuously monitor and update our security measures to protect against evolving security risks and emerging cyber threats.

5. Employee Training: We provide comprehensive training and awareness programs to educate our employees, contractors, and service providers about their roles and responsibilities in safeguarding personal information. This includes training on data protection laws and regulations, security best practices, and incident response procedures.

6. Incident Response Plan: We have established an incident response plan to effectively respond to security incidents, data breaches, and other cybersecurity threats. Our incident response plan includes procedures for detecting, reporting, and investigating security incidents, as well as protocols for notifying affected individuals, regulators, and other relevant stakeholders as required by law.

7. Third-Party Security Assessments: We conduct thorough security assessments and due diligence reviews of third-party service providers and vendors before engaging their services. We require third-party service providers to implement appropriate security measures to protect personal information in accordance with our data protection standards and contractual requirements.

8. Compliance with Standards: We adhere to industry best practices and standards for information security, such as the ISO/IEC 27001 framework, to ensure the confidentiality, integrity, and availability of personal information. We regularly review and update our security policies, procedures, and controls to maintain compliance with applicable laws, regulations, and standards.

   
   

Cookies and Tracking Technologies

1. Types of Cookies: We use cookies, web beacons, and similar tracking technologies to enhance user experience, analyze usage patterns, and personalize content and advertisements on the Servo platform. Cookies are small text files stored on your device that contain information about your preferences and browsing activity.

2. Essential Cookies: Some cookies are essential for the operation of the Servo platform and enable core functionality such as user authentication, session management, and security. These cookies are necessary for providing access to the platform and cannot be disabled.

3. Analytics Cookies: We use analytics cookies to collect information about how users interact with the Servo platform, such as the pages visited, the duration of visits, and the links clicked. This information helps us analyze usage patterns, identify areas for improvement, and optimize the performance and functionality of the platform.

4. Preference Cookies: Preference cookies are used to remember your preferences and settings on the Servo platform, such as language preferences, font sizes, and display settings. These cookies enhance your user experience by personalizing content and features based on your preferences.

5. Advertising Cookies: We may use advertising cookies to deliver targeted advertisements to users based on their interests, preferences, and browsing history. These cookies track your online activity across websites and may be used to display relevant ads on the Servo platform or on third-party websites and platforms.

6. Third-Party Cookies: We may allow third-party service providers, such as advertising networks and social media platforms, to place cookies on your device for advertising and analytics purposes. These third-party cookies are subject to the privacy policies and cookie preferences of the respective service providers.

7. Cookie Management: You have the ability to control and manage cookies and tracking technologies through your browser settings. You can choose to accept or reject cookies, delete existing cookies, and set preferences for how cookies are handled. Please note that disabling certain cookies may affect the functionality and performance of the Servo platform.

8. Consent: By accessing or using the Servo platform, you consent to the use of cookies and tracking technologies as described in this Privacy Policy. You have the option to opt out of certain types of cookies by adjusting your cookie preferences through your browser settings or by using opt-out mechanisms provided by third-party service providers.

Third-Party Links and Services

1. Links to Third-Party Websites: The Servo platform may contain links to third-party websites, services, and applications that are not owned or operated by Servo. These third-party links are provided for your convenience and reference only and do not imply endorsement or approval by Servo of the linked websites or their content.

2. Third-Party Services: Some features and functionalities of the Servo platform may be provided by third-party service providers, such as payment processing, analytics, advertising, and social media integration. These third-party services may have their own terms of service, privacy policies, and cookie preferences that govern your use of their services.

3. Data Collection by Third Parties: When you interact with third-party websites or services linked to or integrated with the Servo platform, your interactions may be subject to the privacy practices and data collection policies of those third parties. Servo is not responsible for the privacy practices or content of third-party websites or services.

4. Privacy Settings: We encourage you to review the privacy settings, terms of service, and cookie preferences of third-party websites and services before providing any personal information or engaging with their content. You have the option to control and manage your privacy settings and preferences for third-party services through your account settings on the Servo platform.

5. Limitation of Liability: Servo assumes no responsibility or liability for the actions, content, or privacy practices of third-party websites or services linked to or integrated with the Servo platform. Your use of third-party websites and services is at your own risk, and you should exercise caution and discretion when accessing or interacting with third-party content.

6. Feedback and Complaints: If you have any concerns or complaints about third-party websites or services linked to or integrated with the Servo platform, please contact us to provide feedback or report any issues. We will review and address your concerns to the best of our ability, but we may not be able to control or resolve all matters related to third-party content or services.

Children's Privacy

1. Age Requirement: The Servo platform is not intended for use by children under the age of 18, and we do not knowingly collect personal information from children. If you are under the age of 18, you may not use the Servo platform or provide any personal information to us without the consent of a parent or legal guardian.

2. Parental Consent: If you are a parent or legal guardian and believe that your child has provided personal information to us without your consent, please contact us immediately to request removal of the information. We will promptly delete or anonymize any personal information collected from children under the age of 18 upon receiving a valid request from a parent or legal guardian.

3. Collection of Children's Information: In the event that we become aware that we have collected personal information from a child under the age of 18 without verifiable parental consent, we will take steps to remove that information from our servers and terminate the child's account, if applicable. We encourage parents and legal guardians to monitor their children's online activities and to instruct them never to provide personal information without parental consent.

4. Educational Resources: We may provide educational resources and content for children on the Servo platform, such as articles, videos, and tutorials about home services and maintenance. These resources are intended for informational purposes only and do not require the collection of personal information from children.

5. Parental Controls: Parents and legal guardians may use parental control features available on their devices and internet browsers to monitor and restrict their children's access to online content and services. We encourage parents to discuss online safety and privacy practices with their children and to actively supervise their online activities.

6. Changes to Children's Privacy Policy: We may update or modify this Children's Privacy Policy from time to time to reflect changes in our data practices or regulatory requirements. We will notify parents and legal guardians of material changes to this policy and obtain verifiable parental consent before collecting personal information from children under the age of 18.

International Data Transfers

1. Data Processing Locations: Personal information collected on the Servo platform may be transferred to, processed, and stored in countries outside of Singapore, where our servers, third-party service providers, and business partners may be located. These countries may have different data protection laws and standards than your country of residence.

2. Legal Basis for Transfers: We may transfer personal information internationally for the purposes described in this Privacy Policy, including providing access to the Servo platform, facilitating bookings and payments, and communicating with users about their accounts and service-related inquiries. Such transfers are based on legal mechanisms such as standard contractual clauses, adequacy decisions, or your explicit consent.

3. Adequacy Decisions: In some cases, the European Commission or other competent authorities may have determined that certain countries outside the European Economic Area (EEA) provide an adequate level of data protection equivalent to the standards required by the General Data Protection Regulation (GDPR). Personal information may be transferred to these countries without additional safeguards.

4. Standard Contractual Clauses: For transfers of personal information to countries that do not have adequacy decisions, we may use standard contractual clauses approved by the European Commission or other appropriate safeguards to ensure that the transfer is subject to adequate data protection standards and safeguards.

5. Your Consent: By accessing or using the Servo platform and providing your personal information, you consent to the transfer, processing, and storage of your information in countries outside of Singapore, including those that may have different data protection laws and standards than your country of residence. We will obtain your explicit consent before transferring your personal information to third parties for purposes not covered by this Privacy Policy.

6. Data Protection Safeguards: Regardless of the location of data processing, we take measures to ensure that personal information transferred internationally is protected in accordance with applicable data protection laws and regulations. This includes implementing appropriate security measures, data protection safeguards, and contractual arrangements with third-party service providers to protect the confidentiality, integrity, and security of personal information.

7. Your Rights: If you are located in a jurisdiction that provides additional data protection rights, such as the European Economic Area (EEA), you may have the right to request information about international data transfers, obtain copies of data protection safeguards, and exercise your rights regarding the processing of your personal information transferred internationally.

Changes to This Privacy Policy

1. Notification of Changes: We may update or modify this Privacy Policy from time to time to reflect changes in our data practices, legal requirements, or business operations. We will notify you of any material changes to this Privacy Policy by posting the updated version on the Servo platform and indicating the date of the last revision at the top of the page.

2. Notification Methods: In addition to posting the updated Privacy Policy on the Servo platform, we may also notify you of material changes to this policy by email or through other means of communication. It is your responsibility to review the updated Privacy Policy and familiarize yourself with any changes.

3. Consent to Changes: By continuing to access or use the Servo platform after the effective date of the updated Privacy Policy, you consent to the collection, use, and disclosure of your personal information as described in the revised policy. If you do not agree to the updated Privacy Policy, you may discontinue use of the Servo platform and request deletion of your account and personal information.

4. Material Changes: We will obtain your explicit consent before making material changes to this Privacy Policy that affect your rights or obligations under applicable data protection laws and regulations. Material changes may include changes to the purposes of data processing, the categories of personal information collected, or the sharing of personal information with third parties.

5. Review of Policy: We encourage you to review this Privacy Policy periodically to stay informed about how we collect, use, and protect your personal information. Your continued use of the Servo platform after the effective date of the updated Privacy Policy constitutes your acceptance of the revised policy.

6. Contact Information: If you have any questions, concerns, or feedback about this Privacy Policy or our data practices, please contact us using the contact information provided at the end of this policy. We are committed to protecting your privacy and will respond to inquiries and requests in a timely manner.