Privacy Policy

What this policy covers

This Privacy Policy applies to the JACK mobile app, the JACK web app, and the related booking, chat, payment, dispatch, and live call services used to connect clients with tradespeople.

JACK uses Hiya Pro platform services to manage bookings, provider dispatch, service threads, and operational support.

Data we collect

• Account and profile data such as your name, mobile number, email address, postcode, and saved address details.
• Booking and support data such as the service category you select, urgency, availability preferences, booking history, provider matches, and shared booking threads.
• Chat and upload data such as messages, photos, videos, and message metadata you send during intake, booking, or support.
• Voice and call data such as microphone access for voice input and live calls, plus generated transcripts or call events needed to run those features.
• Location data such as precise device location or postcode-based location used to match nearby pros, estimate travel, and confirm service coverage.
• Payment and billing data needed to take deposits, save cards for future authorised charges, prevent fraud, and reconcile payments. JACK does not store full card numbers or CVC codes; Stripe handles those details.
• Technical and security data such as device identifiers, push notification tokens, session data, logs, and anti-abuse diagnostics required to keep the service running safely.

How we use data

• Create and secure your account and keep you signed in.
• Run intake, match you with available providers, create bookings, and manage booking threads and shared chats.
• Process deposits, save payment methods through Stripe, and support future authorised charges connected to your service requests.
• Power live chat, media sharing, notifications, and LiveKit-based calling experiences.
• Send intake context, user messages, uploaded media, and transcript-derived request details to AI intake tools, including Gemini, so JACK can analyse the job and regenerate intake as your request changes before payment or booking.
• Improve dispatch quality, prevent fraud, investigate incidents, and comply with legal or accounting requirements.

Permissions we ask for

• Camera: to capture job photos or videos and to join live video calls.
• Microphone: to capture voice input, create transcripts, and support live calls.
• Photos and videos: to attach media from your device to a booking or chat thread.
• Precise location: to find nearby providers, estimate arrival, and check availability for your requested service window.
• Notifications and full-screen call alerts: to notify you about new messages, booking changes, and incoming or ongoing calls, including when the screen is locked where supported by the device.

Who we share data with

• Providers you are matched with or book, so they can review the job, communicate with you, and complete the work.
• Hiya Pro operational systems and staff that support dispatch, payments, support, and platform security.
• Stripe, to save cards, manage payment methods, and process deposits or later authorised charges.
• Google and Firebase services, where used for authentication, push messaging, app reliability, or AI intake processing.
• LiveKit and related communications infrastructure, where needed to create or join live call sessions.
• Service providers that help us host, secure, monitor, or operate JACK, only to the extent needed to provide the service.
• Authorities or advisers where disclosure is required by law, needed to enforce our terms, or necessary to protect users, providers, or the platform.

Retention and deletion

We keep account, booking, chat, and payment-reference data for as long as your account remains active and for as long as needed to complete bookings, resolve disputes, prevent fraud, meet tax or accounting obligations, and comply with law.

If you request account or data deletion, we will review the request and delete or anonymise data where we can, while retaining information that must be kept for security, payment, legal, or regulatory reasons.

Security

We use HTTPS and other reasonable technical and organisational safeguards to protect personal data in transit and at rest. Access to operational systems is limited to authorised personnel and service providers with a legitimate need to know.

Your choices

• You can choose not to grant camera, microphone, photo-library, location, or notification permissions, although some features may stop working or work in a reduced mode.
• You can manage saved addresses, payment methods, and some notification or live-call preferences inside the app.
• You can contact us to ask privacy questions or request account or data deletion.

Contact

For privacy questions, data requests, or deletion requests, contact JACK using the support options below.