ServeX ("ServeX", "we", "us", or "the Platform") respects your privacy. This Privacy Policy explains what information we collect when you use the ServeX mobile application or website, how we use and share it, and the choices and rights you have. By using ServeX, you agree to the practices described here.
I. Applicability & Scope
This policy applies to everyone who uses ServeX — customers requesting services and service professionals ("Pros") delivering them. ServeX operates in Nepal and is governed by Nepali law. Where the app is available in both English and Nepali, this policy governs in either language.
II. Definitions
- Customer — a person who requests a home service through ServeX.
- Service Professional / Pro — an independent plumber, electrician, or other tradesperson registered to provide services.
- Platform — the ServeX app, website, and backend systems.
- Service Request — a booking created by a Customer for a specific service at a location.
- Personal Information — information that identifies you, such as your name, phone number, or location.
III. Information You Provide to Us
- Account details — your full name and mobile number, verified through a one-time password (OTP) sent by SMS.
- Service request details — the service location (GPS coordinates and/or a pinned address), the address text, and any notes you add to describe the issue.
- Professional onboarding (Pros only) — a profile photo, a short bio, your service category, and identity documents (e.g. citizenship, license, passport, or PAN — front and back) used for verification.
- Ratings & reviews — the star rating and optional written review you leave after a completed job.
- Communications — messages you send to our support team.
IV. Information Collected Automatically
- Device & app data — device model, operating system, app version, and a push-notification token used to alert you about your requests.
- Location — your device location is used to set your service location and to match you with nearby Pros. Pros may share live location while a job is active so customers can see them approaching.
- Diagnostics — basic crash and performance logs that help us keep the app reliable.
V. Information from Third Parties
To run the service, we rely on a small set of trusted providers who may process limited data on our behalf:
- SMS delivery — to send login and verification codes to your phone.
- Maps & geocoding — to display maps and turn coordinates into readable addresses.
- Secure file storage — to store profile photos and verification documents.
- Push notifications — to deliver job alerts to your device.
VI. How Information Is Used
- To create and manage your account and verify your phone number.
- To match service requests with nearby, available, verified Pros.
- To send transactional notifications about your request (accepted, on the way, completed).
- To verify Pros' identity and maintain trust and safety on the Platform.
- To prevent fraud and abuse, and to investigate misconduct.
- To improve our services through aggregated analytics and feedback.
- To comply with Nepali law and lawful requests.
VII. How Information Is Shared
- With your matched Pro — once a Pro accepts your request, they receive your name, phone number, service address, and location so they can reach you.
- With you (the Customer) — you see the assigned Pro's name, photo, rating, and contact number.
- With service providers — the SMS, maps, storage, and notification providers described in Section V, only to the extent needed to deliver the service.
- For legal reasons — when required by law, court order, or to protect the rights and safety of users.
- Aggregated / de-identified data — statistics that cannot identify you (e.g. average response times in an area).
VIII. Data of Minors
ServeX is intended for users aged 18 and over. We do not knowingly collect personal information from anyone under 18. A person of legal age must be present at the premises during service delivery.
IX. Your Rights
- Access & correct — view and update your name, phone, and addresses in the app's profile settings.
- Delete your account — request deletion from the app (Profile → Account Settings). Deletion is confirmed with an OTP and reviewed by our team.
- Withdraw consent — disable background location or notifications in your device settings at any time; some features may stop working as a result.
- Complain — contact our Grievance Officer using the details in Section XIII.
X. Data Storage, Retention & Security
- Data is stored on access-controlled infrastructure. Login is passwordless (OTP-based); no passwords are stored.
- Verification documents are kept in restricted-access storage and used only for vetting.
- We retain your data while your account is active and for a reasonable period afterwards, or as required by law.
- No method of transmission or storage is perfectly secure, but we take reasonable steps to protect your information.
XI. Cookies, Sessions & Local Storage
The app stores your login token securely on your device so you stay signed in. The admin website uses a secure, HTTP-only session cookie (SameSite=Lax) purely to keep authorized staff logged in. We do not use third-party advertising cookies.
XII. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated in the app or by notice, and the "Last updated" date above will change. Continued use after an update means you accept the revised policy.
XIII. Contact Us
For privacy questions or requests:
ServeX
Privacy: privacy@laayo.com.np
Grievances: grievance@laayo.com.np
Phone: 9815065520
Birtamode 57204, Koshi Province, Jhapa, Nepal