This Privacy Policy governs the manner in which ServQ ("we", "us", "our") — a home services platform operating in Jaipur, Rajasthan — collects, uses, maintains, and discloses information collected from users (Customers and Service Professionals/Gig Workers) of our website servq.in and our WhatsApp-based booking channel. By using our services, you agree to the terms of this Privacy Policy.

1. Information We Collect

1.1 From Customers

• Identity Data: Name, as provided during booking.
• Contact Data: Mobile phone number (WhatsApp-capable), email address (if provided).
• Location Data: Service address in Jaipur — locality, landmark, pin code.
• Service Data: Type of service requested, scheduling preferences, booking history.
• Communication Data: WhatsApp messages, feedback submitted, complaint records.
• Usage Data: IP address, browser type, pages visited on servq.in, session duration (collected via standard web logs and analytics).
• Payment Data: ServQ currently operates on cash/UPI payment settled directly with the professional. We do not collect or store payment card information.

1.2 From Service Professionals (Gig Workers)

• Identity & KYC: Full name, Aadhaar number, photograph — collected for verification purposes in accordance with applicable law.
• Contact Data: Mobile number, emergency contact.
• Professional Data: Skill category, work history, training records, ratings received.
• Location Data: General service area (locality level, not real-time tracking).
• Device Data: Device type and OS version if using ServQ's coordination app/WhatsApp.
• Financial Data: UPI ID or bank account details for earnings settlement.

1.3 Automatically Collected Data (Website)

• Cookies and similar tracking technologies for session management and analytics.
• Referral source, search terms used to find our site.
• Device and browser fingerprint for security and fraud prevention.

2. How We Use Your Information

• Service Delivery: Matching you with appropriate service professionals, scheduling, dispatching.
• Communications: Confirming bookings, sending service updates, responding to queries via WhatsApp and email.
• Quality Assurance: Processing feedback, handling warranty claims and complaints.
• Safety & Verification: Background-checking and onboarding gig workers; verifying customer identity for high-value bookings.
• Analytics & Improvement: Analysing website traffic and booking patterns to improve our platform.
• Legal Compliance: Maintaining records as required by Indian law (IT Act, Labour Law, GST).
• Marketing (with consent): Sending promotions or service updates. You may opt out at any time by messaging "STOP" on WhatsApp or emailing support@servq.in.

3. Legal Basis for Processing

We process your data on the following legal grounds under the Information Technology Act, 2000 and IT (Reasonable Security Practices & Procedures and SPDI) Rules, 2011:

• Contractual necessity: Data required to fulfil your service booking.
• Consent: For marketing communications and optional data collection.
• Legitimate interest: For fraud prevention, security, and service improvement.
• Legal obligation: Data retained for compliance with tax and regulatory requirements.

4. Data Sharing & Disclosure

We do not sell your personal information to any third party. We may share data as follows:

• Service Professionals: We share your name, locality, and service details with the professional assigned to your booking — only to the extent necessary for service delivery.
• Analytics Providers: Aggregated, anonymised website usage data may be shared with analytics tools (e.g., Google Analytics).
• Legal Authorities: We will disclose data if required by law, court order, or government directive.
• Business Transfers: In case of merger, acquisition, or restructuring, data may be transferred to the successor entity, subject to equivalent privacy protections.
• Payment Partners: If we integrate payment gateways in the future, only necessary transaction data will be shared with the gateway.

5. Gig Worker Privacy

ServQ recognises that gig workers have unique privacy interests. We commit to:

• Collecting only the KYC and professional data necessary for onboarding and operations.
• Not sharing a worker's personal contact number directly with customers (we use a mediated communication channel wherever possible).
• Retaining worker KYC data only as long as they remain active on our platform, and for the period mandated by law thereafter.
• Providing workers access to their profile data upon request.
• Not using worker data for purposes unrelated to their engagement with ServQ.

6. Data Retention

• Customer booking data: Retained for 2 years after the last booking, or as required by law.
• Worker KYC data: Retained for the duration of engagement + 3 years (statutory requirement).
• Website usage logs: Retained for 90 days.
• Complaint and warranty records: Retained for 2 years.
• After retention periods lapse, data is securely deleted or anonymised.

7. Cookies & Tracking

Our website uses cookies to improve your browsing experience. Types of cookies we use:

• Essential Cookies: Required for basic website functionality. Cannot be disabled.
• Analytics Cookies: Help us understand how visitors use the site (e.g., Google Analytics). These can be disabled via your browser settings.
• Preference Cookies: Remember your settings (e.g., language, dark/light mode).

You can control cookies through your browser settings. Disabling cookies may affect some website functionality.

8. Security

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

• HTTPS encryption for all website traffic.
• Restricted access to personal data — only authorised personnel can access it.
• Regular security reviews and vulnerability assessments.
• WhatsApp-end-to-end encryption for all booking communications.

No method of internet transmission or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your data, we cannot guarantee absolute security.

9. Your Rights

As a data principal under Indian law, you have the right to:

• Access: Request a copy of the personal data we hold about you.
• Correction: Request correction of inaccurate or incomplete data.
• Deletion: Request deletion of your data (subject to legal retention requirements).
• Withdraw Consent: Opt out of marketing communications at any time.
• Portability: Request your data in a structured, commonly used format.

To exercise these rights, contact us at legal@servq.in or support@servq.in. We will respond within 30 days.

10. Children's Privacy

Our services are not directed at individuals under 18 years of age. We do not knowingly collect personal data from minors. If we become aware that a minor has provided us with personal data without parental consent, we will delete such data immediately.

11. Third-Party Links

Our website may contain links to third-party websites (e.g., WhatsApp, social media). We are not responsible for the privacy practices of those sites. We encourage you to review the privacy policies of any third-party sites you visit.

12. Changes to This Policy

We may update this Privacy Policy periodically. When we make material changes, we will update the "Last Updated" date above and notify users via WhatsApp or email where feasible. Continued use of our services after changes constitutes acceptance of the revised policy.

13. Grievance Officer

14. Contact Us

• General: support@servq.in
• Legal / Privacy: legal@servq.in
• Grievance: grievance@servq.in
• WhatsApp: +91 94146 56262