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Privacy Policy

Effective date: 14 April 2026

At Serventra, we respect your privacy and are committed to protecting your personal information in accordance with the Protection of Personal Information Act, 4 of 2013 ("POPIA").

This Privacy Policy explains how Serventra Client collects, uses, stores, shares, and protects personal information when you use the Serventra Client mobile application and related services.

For purposes of POPIA, Serventra and, where applicable, the service business you engage with through the app may act as a responsible party in relation to your personal information. Third parties that process personal information on behalf of a responsible party may act as operators.

1. Who This Policy Applies To

This Privacy Policy applies to users of the Serventra Client app, including customers who use the app to:

  • connect to a business or service provider
  • verify their profile
  • book appointments or service visits
  • order products
  • view service or order history
  • communicate with a provider or specialist
  • receive reminders and updates

Serventra Client may be used across different industries, including beauty, wellness, home services, maintenance, trades, and other appointment-based or service-based businesses.

2. Personal Information We Collect

We may collect and process the following personal information:

Identification and contact information

Name, phone number, email address, and client identifier used for sign-in or verification.

Profile information

Birthday, profile photo, preferred provider or specialist, and profile preferences.

Booking information

Appointment selections, service choices, dates, time slots, provider selections, booking notes, and booking status.

Product and order information

Products ordered, quantities, order notes, and order history.

Customer history

Past bookings, visits, orders, payment status, cancellation details, and related service history.

Authentication and session information

One-time passcode verification details, access tokens, refresh tokens, and session expiry information.

Communication data

Chat messages, support or provider communications, and any attachments or images you choose to send.

Notification information

Device notification permission status and local reminder scheduling for confirmed bookings.

Technical and local app data

Cached content, offline changes, sync queue data, and locally stored app preferences needed to support app functionality.

3. How We Collect Personal Information

We collect personal information:

  • directly from you when you enter or update information in the app
  • when you book services or place product orders
  • when you upload a profile image or send an attachment
  • when you communicate through in-app chat
  • when your connected provider or business shares relevant client record information needed to offer services through the app
  • automatically through normal app use, including local session, sync, and offline storage

4. Why We Process Personal Information

We process personal information for lawful and specific purposes, including to:

  • verify your identity and client profile
  • authenticate your access to the app
  • connect you to the correct business or service provider
  • create, manage, update, or cancel bookings
  • process product orders and related requests
  • show your client profile and service history
  • support communication between you and your provider
  • send appointment reminders where permission has been granted
  • allow offline functionality and later synchronization
  • maintain service quality, app performance, and security
  • comply with legal, regulatory, and operational obligations

We will only process personal information where we have a lawful basis to do so under POPIA, including where processing is necessary to provide services you request, where you consent, or where processing is otherwise permitted or required by law.

5. How We Use Your Information

We use your personal information to:

  • provide the app and its features
  • manage your account and profile
  • support bookings, scheduling, and service requests
  • support product ordering
  • display relevant client history and upcoming bookings
  • manage messages and attachments sent in the app
  • maintain app continuity across online and offline use
  • improve app stability and the user experience
  • communicate important account, booking, or operational updates

We do not sell your personal information.

6. Sharing of Personal Information

We may share your personal information with:

  • the business, provider, specialist, or service team you choose to engage with through the app
  • service providers and operators who help us host, support, maintain, secure, or operate the app and related systems
  • competent authorities, regulators, courts, or law enforcement where required by law
  • professional advisors where reasonably necessary for legal or compliance purposes

Where we use operators, we take reasonable steps to ensure they process personal information only on appropriate instructions and with adequate security safeguards.

7. Local Device Storage, Offline Use, and Sync

To support offline use and improve reliability, Serventra Client may store certain information locally on your device, including:

  • profile details
  • cached catalog and provider data
  • booking and order history
  • chat state
  • pending changes waiting to sync
  • session and authentication data

This local storage allows the app to continue functioning when connectivity is unavailable or limited. When connection is restored, saved changes may sync automatically.

8. Notifications

If you allow notifications, the app may send local reminders relating to confirmed bookings, including reminder alerts before an appointment.

You can manage or disable notification permissions at any time in your device settings.

9. Photos, Camera, and Attachments

If you choose to upload a profile image or send image attachments, the app may request access to your photos or camera, subject to your device permissions.

These images or attachments may be:

  • stored locally on your device
  • transmitted to the relevant provider or business
  • stored as part of your communication or client record where applicable

We do not access your photos or camera without permission.

10. Security Safeguards

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration, and destruction.

These measures may include:

  • authenticated access controls
  • session management
  • limited data retention in active systems
  • secure local storage practices
  • reasonable safeguards around communication and synchronization

However, no system can guarantee absolute security. If a security compromise occurs and notification is required by applicable law, we will take the steps required under POPIA.

11. Retention of Personal Information

We retain personal information only for as long as reasonably necessary to:

  • fulfil the purposes described in this Privacy Policy
  • maintain legitimate business and service records
  • support customer history and future service interactions
  • comply with legal, tax, regulatory, insurance, or dispute-resolution obligations
  • enforce agreements and protect legal rights

Retention periods may differ depending on the type of service, the provider involved, and legal requirements.

12. Your Rights Under POPIA

Subject to applicable law, you may have the right to:

  • request access to personal information held about you
  • request correction or updating of inaccurate or incomplete information
  • object, on reasonable grounds, to certain processing
  • request deletion or destruction of personal information where appropriate
  • withdraw consent where processing is based on consent
  • lodge a complaint with the Information Regulator

Where a provider or business connected to the app is the responsible party for certain records, you may need to contact that provider directly for some requests.

13. Cross-Border Use

Serventra may in future support users or providers in other jurisdictions. Where personal information is transferred across borders, we will take reasonable steps to ensure that any such transfer complies with applicable legal requirements, including POPIA where it applies.

This statement is based on our current intended use and future platform direction.

14. Children’s Privacy

Serventra Client is not intended to unlawfully collect personal information from children. If the app is used in relation to a minor, this should be done by or with the involvement of a parent, guardian, or authorised responsible adult where required by law.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date. Continued use of the app after an update means the updated version will apply.

16. Contact Us

If you have questions about this Privacy Policy or how your personal information is handled, please contact us at app@serventra.app.