Your privacy, handled with the same care as your home.

Urban Services is an on-demand home services marketplace that connects customers with verified, background-checked service professionals across categories such as home cleaning, salon & spa-at-home, appliance repair, plumbing, electrical work, and painting. This Privacy Policy explains what personal data we collect through the Urban Services mobile applications and website, how we use it, whom we share it with, and the choices and rights available to you.

We are committed to protecting the privacy of both customers and service partners. Our data practices are designed to comply with applicable Indian data protection law, including the Digital Personal Data Protection Act, 2023 (DPDP Act), and with the transparency and data-safety requirements of the Google Play Store and the Apple App Store.

We collect only the information needed to deliver, schedule, and improve our home services. The categories below describe the data we process and the primary reason for processing it.

Every use of your data is tied to a specific purpose. We use the information we collect to:

• Facilitate service bookings, scheduling, professional matching, and live tracking of your assigned professional.
• Verify identities of customers and service partners and maintain platform safety and anti-fraud measures.
• Process payments, generate invoices and receipts, and issue refunds where applicable.
• Send transactional communications — booking confirmations, OTPs, professional-arrival alerts, and payment receipts.
• Conduct quality control, improve service quality, and train and coach service partners.
• Resolve disputes, handle complaints, and provide customer support.
• Send service reminders and offers only where you have opted in — you can withdraw consent at any time.
• Meet legal, tax, and regulatory obligations that apply to us.

To complete your booking, we share a limited set of details with the professional assigned to your request. This sharing is limited to what the professional needs to perform the service at your premises.

After a booking is completed, the professional retains access to the job record only as needed for invoicing, ratings, and dispute resolution, subject to our retention limits described in Section 8.

Your safety — and the safety of our professionals — is central to how we operate. We process identity and verification data strictly for safety purposes.

• Identity validation: government-issued ID and self-verification are checked before any professional can accept bookings.
• Background screening: police verification records and reference checks are reviewed as part of professional onboarding.
• Skill verification: category-specific skill assessments are conducted for trades such as electrical work and plumbing.
• In-home safety protocols: professionals follow arrival check-in, job start, and job completion protocols recorded in the app for every visit.
• Emergency SOS: both customers and professionals can trigger an in-app SOS that shares live location with our safety response team.
• Insurance & protection: eligible bookings are covered by our service and damage protection policies, and claims are processed with the booking data on record.

We do not sell or rent your personal data to advertisers, data brokers, or any third party for their own marketing. We share data only in the following circumstances:

• Service professionals assigned to your booking (see Section 4).
• Cloud hosting and infrastructure providers that store and process data on our behalf under strict confidentiality terms.
• Mapping and location providers (such as Google Maps) for address autocomplete, geocoding, and arrival tracking.
• SMS, email, and OTP gateways that deliver transactional messages on our behalf.
• Payment processors and gateways that securely handle transactions and refunds.
• Professional advisers such as auditors, lawyers, and insurers, where reasonably required.
• Law enforcement, regulators, or courts, only in response to a valid lawful order, and only the data legally required.
• A successor entity in the event of a merger, acquisition, or asset sale, with continued protection under this Policy.

We apply industry-standard technical and organisational measures to protect your data against loss, misuse, and unauthorised access:

• Encryption in transit: all app and web traffic uses TLS/HTTPS; nothing sensitive travels unencrypted.
• Encryption at rest: personal data stored in our databases is encrypted with AES-256.
• Role-based access control: access to sensitive data is limited to staff who need it for their role, under audit logs.
• India-region storage: customer data is hosted in secure cloud regions based in India or designated regions consistent with applicable law.
• Security reviews: we run periodic vulnerability assessments, penetration testing, and dependency scans.
• Incident response: in the event of a personal data breach, we will notify affected users and the Data Protection Board as required by the DPDP Act.

We retain your personal data for as long as your account is active, and afterwards only as long as necessary for legal, tax, and dispute-resolution purposes.

• Account lifetime: profile, addresses, and booking history are retained while your account remains active so we can serve you faster on repeat bookings.
• Financial records: invoices and transaction records are retained for the period mandated by Indian tax and accounting law.
• Verification records: professional background-check records are retained per applicable safety regulations and then deleted.
• De-identification: once retention expires, data is deleted or irreversibly anonymised so it can no longer identify you.

Under the DPDP Act and applicable law, you have enforceable rights over your personal data. We provide in-app controls wherever possible, so you don't need to write to us for routine choices.

• Access & download: request a copy of the personal data we hold about you, downloadable from Profile → Settings → Privacy → Download My Data.
• Correction: update your name, email, phone, addresses, and profile details at any time in your profile settings.
• Erasure: delete your account and personal data as described in Section 8.
• Withdraw consent: withdraw consent for promotional communications, push notifications, or location permissions from Settings — core booking features that require those permissions will explain what stops working.
• Grievance redressal: raise a complaint with our Grievance Officer, who will acknowledge it within 48 hours and respond within 30 days.
• Nominations: nominate an individual to exercise your rights on your behalf in case of incapacity, as provided by the DPDP Act.

Urban Services is strictly intended for users aged 18 and above who are capable of entering into a binding service agreement. We do not knowingly create accounts for, collect data from, or provide services to children.

• Bookings made for a household may include minors as residents, but the account holder must be an adult.
• If we learn that we have collected personal data from a person under 18, we delete it promptly and close the related account.
• Parents or guardians who believe a minor has created an account should contact us at nitheshreddy.email@gmail.com and we will act immediately.

We may update this Privacy Policy as our services, technologies, or legal obligations evolve. When we make material changes, we will notify you in advance through the app, by email, or via an in-app notice, and where consent is required we will ask for it before the changes take effect. The 'Last updated' date at the top of this page always shows the current version.

If you have questions, concerns, or a complaint about how your personal data is handled, contact our Grievance Officer. Every grievance is acknowledged within 48 hours and resolved within 30 days, as required by law.