Privacy Policy

Who is responsible and how to contact us

Locaylo Ltd (company number 17445282, registered in England and Wales, registered office 167-169 Great Portland Street, 5th Floor, London W1W 5PF) decides how and why it uses personal information for the Locaylo marketplace and is the controller for that processing. For privacy questions, rights requests or complaints, use the in-app Help and support form or email privacy@locaylo.com. This policy covers the website, app, accounts and marketplace services, currently limited to invited testers. Testers should not upload genuine identity, tax or payment documents unless Locaylo expressly invites them to do so under an updated notice. A professional who independently decides how to use information received to perform their service may be a separate controller for that use; Locaylo remains responsible for its own marketplace processing.

Information we use

• Account and security information: name, email address, contact details, account identifiers, login and verification records, device and IP information, security logs and fraud signals.
• Professional information: business details, profile, service area, pricing, availability, work photos, identity-check outcomes, insurance, registrations, qualifications, tax details and supporting documents where required for the services offered.
• Booking and payment information: requested work, schedule, location or address, quote and stage amounts, booking events, payment and refund status, connected-account and provider references. The payment provider handles full card details directly where its payment tools collect them.
• Communications and safety information: booking messages and attachments, support requests, complaints, reports, moderation decisions and evidence needed to investigate them.
• Public content: professional profiles and galleries, customer reviews, professional responses and published verification or performance indicators.
• Location information: a location you provide or permit for search, distance, service-area matching or fulfilment. At registration or later in Profile, you may optionally provide your nearest town/city and UK region for internal local-coverage statistics. It is self-reported, not a verified address, and is not displayed on your public profile. You may separately save a private default appointment address; the app pre-fills it for work at your address and asks you to check or change it for each booking. The booking uses that confirmed address, not an automatic ongoing link to your Profile. Customer appointment addresses are disclosed only where needed for an accepted booking and the selected service location. For a store-only professional, we also keep the precise customer-visit map pin they choose. The default public listing shows an approximate area. A store-only professional can separately opt in to show an exact pin in public search. The pin may reveal a business or home address even when the written address is not displayed. A customer appointment address is never used as a professional's public pin.

The website's first-party theme control stores your light/dark preference in your browser's local storage. The public website does not currently use advertising or analytics pixels. The app and its providers use the storage and device identifiers needed for sign-in, notifications, maps and security. The separate admin portal uses an authentication cookie. Google says its Maps Android SDK can automatically collect device/request metadata, IP address, an SDK-specific identifier and crash metrics to provide and improve the map service; map interactions may also be collected depending on use. These SDK diagnostics are distinct from a separate Locaylo crash-reporting vendor.

Why we use information and legal bases

We use information to create accounts; display profiles and search results; arrange bookings, messages and support; facilitate payments and payouts; verify eligibility for particular services; keep users and the platform safe; investigate complaints; meet tax, accounting, reporting and other legal duties; and maintain and improve the service.

The UK GDPR Article 6 bases used for each activity are set out below. Acknowledging this notice at registration is not consent to all processing; device permission to use a feature is not automatically UK GDPR consent for every related use of data.

Purpose	Lawful basis	Information needed and choice
Create and secure an account; authenticate and deliver requested account features	Contract necessity; legitimate interests for proportionate abuse prevention	Core contact and login information is needed to operate an account. Optional profile details can be omitted.
Display professional listings and arrange bookings, messages, support and payments	Contract necessity; legitimate interests for limited service integrity and dispute handling	Booking details and relevant contact/location information are needed to arrange the requested service. Customer appointment addresses are shared where needed for fulfilment. Public search normally shows only an approximate professional location; the optional exact visit pin is described separately below.
Check professional eligibility and approved work	Contract necessity and legitimate interests in marketplace safety; legal obligation only for a specific duty that actually applies	Required ID, task, registration and insurance evidence depends on the service. Without a required check, the affected task cannot be published or accepted.
Prevent fraud, moderate content, investigate reports and preserve dispute evidence	Legitimate interests in safety, integrity and legal claims; legal obligation where a specific rule requires action	Relevant records may be needed after a booking or account closes. Access and retention are limited to the case.
Keep tax, accounting and required seller-reporting records	Legal obligation where the relevant law applies	Required seller and transaction details cannot be omitted if a reporting duty applies.
Provide optional device location or notification features	Contract necessity for a location feature you request; legitimate interests in timely service notifications and account security. We will ask separately if consent is needed for a distinct optional use	Device permissions can be changed in device settings; declining may limit the optional feature. A device permission is not by itself consent to every related processing purpose. Essential service notices remain available in the app.
Display an optional exact customer-visit pin for a store-only professional	Consent for the separate precise public disclosure; the ordinary approximate listing remains available without this choice	Off by default. The professional must confirm the public-disclosure choice separately. They can withdraw it in Location and privacy without losing store appointments. Turning it off stops later exact-pin responses, but cannot retrieve a location already seen or saved by someone else.
Compare local account coverage and professional supply	Legitimate interests in understanding local service coverage and improving supply, balanced against the limited and optional data collected	Optional nearest town/city and UK region are linked to the account while stored. Admin counts suppress small cohorts; no full postcode, booking address or IP address is used for this report. Declining or removing the field does not prevent registration or use of the service. This does not authorise individual ad targeting.

We do not use facial recognition or biometric identity matching and do not routinely request health records or criminal-record documents. Please do not include unrelated sensitive material in messages or reports. If a support or safety submission contains health information or an allegation of an offence, we restrict access, minimise it and assess whether continued use is necessary and has the separate legal condition required by law. We may retain limited material needed for an actual or prospective legal claim where the relevant legal-claims condition applies; otherwise we remove information that is not needed. An allegation is not proof of wrongdoing.

When information is shared

We display limited professional listing information to visitors for discovery, and share other information with account holders as needed for booking, communication and fulfilment. A professional may see the relevant customer appointment address after accepting a job that requires travel to the customer; the saved Profile default itself is not shared merely because it is stored. The professional's self-confirmed written business/trader address is not displayed as text in public search. A signed-in customer sees it before requesting that professional's service, and it is retained with the booking. For a store-only service, the same confirmed address is the customer's appointment destination. Public search normally shows an approximate map area, not a precise entrance. A store-only professional may separately opt in to display the precise customer-visit pin to anyone viewing public search, including people without a booking. The pin may make the address or premises identifiable even though the written address is not displayed. Professionals who travel to customers cannot use this option, and customer appointment addresses are never used for public professional pins. The optional address suggestion uses the device's geocoding service after the professional requests location access; the suggestion must be checked and confirmed manually. Selecting Get directions passes the relevant booking destination to an external maps app or website on the device. Stripe operates the payment and payout tools; it receives the information needed for card payment, professional onboarding, transfers, refunds, disputes and fraud prevention. Depending on the activity, Stripe may act as our processor or as an independent controller under its terms. We also use service providers for hosting, email, push notifications, mapping, storage, security and customer support, and may share relevant information with professional advisers, insurers, regulators, HMRC or law-enforcement bodies where necessary and lawful.

Fasthosts hosts our VPS in a UK region and also hosts our company mailboxes. Resend sends application email such as account codes, password recovery, booking notices and important service or incident notices; it is not used here for promotional marketing. Firebase Cloud Messaging delivers app notifications using device tokens and short routing information, not identity images or message bodies. Google Maps supports maps and discovery; asking for directions passes a destination to the maps app or website you choose. Stripe handles payment and payout functions when they are enabled. We do not currently use a separate advertising, analytics, crash-reporting, CDN or third-party identity-check provider. Stripe may act as a processor or separate controller depending on the payment activity; its own privacy information also applies.

International transfers

Our primary VPS is in a UK region, but service providers may process personal information outside the UK. Resend's primary processing is in the United States; Stripe may transfer payment information to the United States; and Firebase and Google Maps use international infrastructure. Their published terms provide applicable safeguards such as the UK extension to the EU-US Data Privacy Framework and the UK addendum to standard contractual clauses. For information about the safeguard applicable to your information, contact privacy@locaylo.com.

How long information is kept

We keep information only as long as needed for the stated purposes, including account operation, safety, disputes, legal claims and tax or accounting requirements. Different records need different periods and triggers. A deletion request may disable an account immediately while records linked to professional activity, bookings or safety cases await review; the optional account town/region and saved default appointment address are cleared, but an address already snapshotted in a booking is assessed with that booking. This is not a promise that every record or backup is erased at request time. Backups and legal holds are reviewed separately and are not erased immediately on an account request.

We review privacy requests, retained verification evidence and recovery copies at least monthly. A simple account may be erased on request. Where an account has professional, booking or case records, the app disables the account, revokes active sessions and removes optional area and saved default appointment-address fields. A reviewer records which linked records can be erased, which must be retained for a specific duty or claim, the reason and the next review date. We tell the requester what has happened; an initial partial outcome is not a completed erasure. Restored backup data must be checked against recorded deletion decisions before it is returned to service. The criteria below are applied individually and subject to documented legal or safety holds.

Record group	Retention and review criterion
Account and profile	While the account is active, then only what is needed for outstanding bookings, legal duties, safety cases or claims.
Raw ID and other verification documents	Review after the final decision and any appeal opportunity, then at least monthly. Remove source files when no longer needed, unless a specific legal or safety hold is recorded. A minimal decision record may be kept separately while eligibility must be demonstrated.
Booking, payment, refund and tax records	For the applicable accounting, tax, reporting, dispute and claim periods, measured from the relevant transaction or reporting year.
Messages, media, reviews, reports and support cases	Review after a booking or case closes and at least monthly while retained. Remove material no longer needed for service, a complaint or a claim; preserve only relevant evidence under a recorded hold.
Security and audit logs	Review at least monthly from the event date; remove when no longer needed for security investigation or accountability, unless a specific incident hold applies. Access is restricted.
Backups	Review VPS recovery copies at least monthly and remove copies no longer needed to recover the relevant deployment, subject to a recorded hold. A restore is reconciled with completed deletion decisions before access resumes.

A deletion request may disable access immediately, but some linked records and recovery copies can remain until a recorded erase, retain or hold decision is completed. We do not promise that all copies disappear when a request is submitted.

Security and incidents

We use access controls, secure authentication, encrypted transport, protected infrastructure and appropriate controls for sensitive stored information. No connected system can guarantee absolute security. We investigate and respond to security incidents and notify individuals or authorities when the law requires. Please report a suspected account compromise through Help and support.

If we identify a personal-data breach, we assess and record its nature, the information affected and the risk to people; contain and investigate it; and notify the Information Commissioner and affected people where the applicable legal tests require. We may involve a relevant provider, adviser, insurer or law-enforcement body where necessary and lawful. A security event does not automatically mean that personal information was exposed, and we will not describe a risk as resolved until the facts support that conclusion.

We may preserve and disclose information relevant to suspected fraud, serious safety risks, unlawful conduct, a legal claim or a valid request from a competent authority. We assess the legal basis and any extra condition needed for sensitive or criminal-offence information, verify the request where appropriate, and limit voluntary disclosure to what is necessary and proportionate. A report or allegation alone is not proof of wrongdoing.

Your choices and rights

You can update some account and professional-profile information in the app, manage permitted notification settings, and request account deletion. A store-only professional can withdraw the optional exact public visit-pin choice in Profile → Location and privacy; the public listing then returns to an approximate area. Moving the pin, changing the confirmed business address or changing to travel-to-customer service also turns the exact-pin choice off. Withdrawal cannot undo a location already viewed or saved by someone else. Subject to UK data-protection law and applicable exceptions, you may ask for access, correction, erasure, restriction, objection or portability, withdraw consent where consent is the basis, and challenge certain automated decisions. Contact privacy@locaylo.com. We may need to verify your identity before disclosing account information. We will explain if an exemption or retention obligation limits a request.

A deletion request does not always result in immediate erasure. Where linked records need review, we will tell you what we have removed, what we are retaining and why, and when we will review it again. We will respond to a data-protection rights request without undue delay and within the applicable statutory period, including where we cannot erase some information. A partial retention notice is not a statement that the request has been completed.

Your right to object: where we rely on legitimate interests, you may object to that use of your personal information. We will stop unless we can demonstrate compelling legitimate grounds that override your interests, rights and freedoms, or the use is needed for legal claims. You can remove the optional town/region used for coverage statistics in Profile or ask us to review an objection through privacy@locaylo.com. This right is separate from accepting the Customer or Professional Terms.

Data-protection complaints

Send a privacy or data-protection complaint through Help and support in the app or to privacy@locaylo.com. We will acknowledge receipt within 30 days, investigate appropriately, keep you informed and communicate the outcome without undue delay. You can also complain to the UK Information Commissioner's Office at ico.org.uk/make-a-complaint.

Children and changes

Locaylo accounts are intended for adults aged 18 or over. Children cannot register for Locaylo accounts. Any service directed to children would require a separate privacy and safeguarding review. We may update this notice when processing, vendors or legal requirements change. We will display the current version and effective date and communicate material changes appropriately.