1. Introduction
This Privacy Policy describes how RESIDIA collects, uses, discloses, and safeguards your information when you use our mobile application and related services. RESIDIA is a home and wellness service marketplace that connects customers with service providers. By creating an account or using any part of the platform, you acknowledge that your data will be handled in accordance with this policy.
This policy applies to all users of the platform, including customers and service providers. If you do not agree with the practices described here, you should not use the platform.
2. Information We Collect
We collect information that you provide directly to us when you create an account, book a service, or register as a provider. We also collect information automatically through your use of the application, such as device data and usage analytics. The categories of information we collect are described in detail below.
3. Customer Information
When you register as a customer, we collect your full name, email address or mobile number, and display name. This information is used to identify you on the platform, communicate with you about bookings, and display your identity to providers who are assigned to your bookings.
4. Provider Information
When you register as a provider, we collect additional information necessary to verify your identity and operate your service business on the platform. This includes your display name, real name, business name (if applicable), mobile number, base address, service area, and payout method details.
5. Government IDs
Providers are required to submit a government-issued identification document for identity verification. Accepted document types include PhilSys (National ID), UMID, Driver's License, Passport, and Voter's ID. We collect the ID type, ID number, and an image of the document. This information is stored securely and is accessible only to RESIDIA administrators for verification purposes. It is never shared with customers or other providers.
6. Selfie Verification
Providers must submit a selfie photograph holding their government ID. This is used to confirm that the person registering is the same person shown on the submitted identification document. Selfie verification images are stored securely and are accessible only to RESIDIA administrators. They are never shared with customers or other providers.
7. Profile Photos
Both customers and providers may upload a profile photo. Provider profile photos are visible to customers on provider listings and booking pages. Customer profile photos, if uploaded, may be visible to the assigned provider for identification purposes during service delivery.
8. Booking Information
When you create a booking, we collect information necessary to fulfil the service request, including the selected service, scheduled date and time, address, and any notes you provide. Booking records are retained for service history, warranty tracking, dispute resolution, and financial record-keeping.
9. Saved Addresses
Customers may save service addresses for convenience on future bookings. Saved addresses include the street address, barangay, city or municipality, and province. Customers may add, edit, or remove saved addresses at any time from their profile. Saved address information is shared with the assigned provider only when a booking is created using that address.
10. GPS Location
The application may request access to your device's GPS location. GPS data is used to improve address accuracy when a customer sets a service location, and to help providers navigate to the service address. Location data is processed at the time of use and is not continuously tracked in the background. You may deny location permission and still use the platform with manually entered addresses.
11. Camera Usage
The application requests camera access for several purposes: capturing government ID images and selfie verification (providers), capturing job completion photos (providers), capturing warranty claim photos (customers), and uploading profile photos. Camera access is only activated when you choose to perform one of these actions. You may deny camera permission, though some features such as identity verification and job completion will not be available without it.
12. Photo Uploads
Photos uploaded through the application are stored securely and used for their intended purpose only. The categories of photos we handle are described below.
12.1. Job Completion Photos
Providers are required to upload completion photos before finalising a booking. These photos document the work performed and may be visible to the customer for confirmation. They are retained as part of the booking record for warranty, dispute, and quality assurance purposes.
12.2. Warranty Photos
Customers may upload photos when submitting a warranty claim to document the issue requiring attention. These photos are visible to the provider and to RESIDIA administrators for claim review. They are retained as part of the warranty claim record.
13. Push Notifications
The application uses push notifications to send you important updates about your bookings, account, and platform activity. To deliver push notifications, we register a device token with our notification service. You may manage your notification preferences within the app or disable push notifications through your device settings at any time. Critical service and safety notifications may still be delivered within the app itself.
14. Device Information
We collect limited device information such as device type, operating system, and application version. This information is used to deliver push notifications, diagnose technical issues, and improve platform compatibility. We do not collect device contact lists, browsing history, or other unrelated device data.
15. Analytics
We may use analytics tools to understand how the platform is used, to identify trends, and to improve our services. Analytics data is aggregated and does not identify individual users personally. We do not sell or rent analytics data to third parties.
16. Third Party Services
The platform relies on certain third-party services to operate. These include cloud infrastructure hosting, push notification delivery, and file storage. Each third-party service provider handles data in accordance with its own privacy practices. We select providers that maintain appropriate data protection standards.
Xendit payment gateway: RESIDIA uses Xendit as its payment processing partner. Payment information required to complete transactions is securely processed through Xendit. RESIDIA does not store complete payment credentials processed by Xendit. Payment processing follows Xendit's security and privacy standards.
As the platform evolves, additional third-party services may be integrated. We will update this policy to reflect any material changes to how your data is processed.
17. Xendit Payment Processing
RESIDIA uses Xendit as its payment processing partner. When you make a payment through the platform, the payment information required to complete the transaction is securely processed through Xendit's payment infrastructure. RESIDIA does not store complete payment credentials processed by Xendit. All payment processing follows Xendit's security and privacy standards. Xendit's privacy policy is available on their website and governs how payment data is handled on their systems.
18. Information Sharing
We do not sell your personal information. We share information only as described in this policy or as necessary to operate the platform.
18.1. Customer Visibility
When a booking is created, the customer's name and service address are visible to the assigned provider. The customer can see the provider's display name, profile photo, and service details. Personal contact information such as email and mobile number is not directly exchanged through the platform profile and is managed through in-app communication where available.
18.2. Provider Visibility
Provider display names, profile photos, service listings, ratings, and reputation metrics are visible to customers browsing or booking services. Provider identity verification documents, payout method details, and government ID information are not visible to customers or other providers and are accessible only to RESIDIA administrators.
18.3. Mission Control Access
RESIDIA administrators (Mission Control) have access to account information, booking records, identity verification documents, and communication logs for the purposes of safety oversight, dispute resolution, fraud prevention, and platform integrity. Administrator access is restricted to authorised personnel only.
18.4. Legal Compliance
We may disclose information to law enforcement or government authorities when required by law, court order, or legal process, or when we believe in good faith that disclosure is necessary to protect the rights, property, or safety of our users or the public.
19. Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These measures include encrypted data transmission, role-based access controls, and secure infrastructure hosting. Identity verification documents are stored with restricted access and are not exposed to other users.
No method of transmission over the internet or electronic storage is completely secure. While we strive to protect your information, we cannot guarantee absolute security.
20. Data Retention
RESIDIA retains information only as long as necessary to achieve the purposes outlined above. Retention periods vary depending on applicable laws and operational requirements. When information is no longer needed, it is either deleted or anonymised so that it can no longer be associated with you.
- Deliver services
- Meet legal obligations
- Resolve disputes
- Prevent fraud
- Maintain financial records
- Support warranty obligations
- Improve platform security
21. Account Deletion
Users may permanently delete their RESIDIA account from within the application. When a deletion request is submitted, your personal information will be removed from active platform systems.
Certain operational, financial, legal, fraud prevention, warranty, and dispute records may be retained or anonymised where required by law or legitimate business purposes. This may include booking history, payment records, dispute records, and identity verification documentation where applicable retention obligations exist.
22. User Rights
You have the right to access the personal information we hold about you, request correction of inaccurate information, and request deletion of your account. You may also manage notification preferences and saved addresses from within the application. To exercise any of these rights, contact us using the information in the Contact section below.
23. Children's Privacy
The platform is not directed to children under the age of 18. We do not knowingly collect personal information from individuals under 18. If you believe that a minor has provided us with personal information, please contact us so that we can take appropriate action to remove such data.
24. Policy Updates
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or platform features. When we make material changes, we will notify you through the application or by other reasonable means. Continued use of the platform after any changes constitutes acceptance of the updated policy.
25. Contact Information
If you have questions about this Privacy Policy or how your information is handled, please contact us at info@residia.ph.