Privacy Policy

Last updated: 1 May 2026

Servia respects your privacy and is committed to protecting your personal data. This Privacy Policy describes how we collect, use, share and protect personal information when you use the Servia website, app, WhatsApp channel and related services (the "Platform"). It is issued in accordance with Federal Decree Law No. 45 of 2021 on the Protection of Personal Data (the "UAE PDPL") and its Executive Regulations.

1. Who we are

Servia Home Services LLC, a UAE-registered company. Our data-protection contact is privacy@servia.ae.

2. What we collect

Category	Examples	Lawful basis
Identity	Name, phone, email, language preference	Performance of contract, consent
Service location	Building, apartment, area, emirate, GPS coordinates if shared	Performance of contract
Service details	Bookings, scope, dates, photos you send, reviews	Performance of contract
Communications	Chat messages, voice calls, WhatsApp, customer support emails	Legitimate interest, consent
Payment	Last 4 digits of card, transaction reference, billing name (we do not store full PAN; tokenisation by our payment provider)	Performance of contract, legal obligation
Device & technical	IP, browser, OS, device type, cookie IDs, push-notification tokens	Legitimate interest, consent
Marketing	Open/click data, opt-in preferences	Consent

3. How we use it

To provide the Service you booked (dispatch, routing, identification of your professional).
To process your payment, issue invoices and handle refunds.
To send booking confirmations, reminders, on-route notifications and follow-up satisfaction messages.
To handle support, complaints and warranty claims.
To improve the Platform, train our AI assistant "Servia", detect fraud, prevent abuse and enforce these Terms.
To send marketing about Servia services where you have not opted out (you can unsubscribe at any time).
To comply with UAE laws (e.g., VAT, AML, consumer-protection, court orders).

4. Who we share it with

We share only the minimum data needed and only with parties operating under contract with Servia:

The trained professional assigned to your booking — receives your name, phone, building/area address, service details and any safety notes you flagged. They do not receive your email, payment details or other history.
Servia authorised service-delivery contractors — service partners who deliver work under Servia's name and SOPs. They are bound by written confidentiality undertakings and may not contact you outside the Platform.
Payment, infrastructure and communications providers — e.g. payment gateway, SMS/WhatsApp BSP, hosting provider, analytics provider. Each is contracted on UAE-PDPL-aligned data-processing terms.
Authorities — when required by law, valid court order or to protect Servia's rights.

We do not sell your personal data to anyone.

5. International transfers

Where data is transferred outside the UAE, we rely on PDPL-compliant transfer mechanisms, including transfers to jurisdictions designated as providing an adequate level of protection or contractually-binding clauses approved by the UAE Data Office.

6. How long we keep it

Booking records: 7 years (UAE tax / commercial obligations).
Account data: while your account is active + 24 months.
Marketing consents: until you withdraw or 24 months of inactivity.
Chat transcripts: 12 months for quality and dispute purposes.
CCTV / dashcam recordings (if any): 30 days unless an incident is reported.

7. Your rights

Subject to the UAE PDPL, you have the right to access, rectify, delete, restrict or object to processing of your personal data, the right to withdraw consent at any time, the right to data portability, and the right to lodge a complaint with the UAE Data Office. To exercise any of these rights, email privacy@servia.ae from the email address registered with us. We will respond within 30 days.

8. Cookies

We use only essential cookies and one analytics cookie. No advertising cookies are set without your explicit consent. You can clear cookies in your browser at any time.

9. Children

The Platform is not directed at children under 18. We do not knowingly collect data from children. If you believe a child has used the Platform without consent, contact us and we will delete the relevant data.

10. Security

We protect your data using TLS 1.2+ in transit, encryption-at-rest of credentials, scrypt-hashed passwords, OTP-only authentication for customers, role-based access controls, audit logging and 24-hour breach-notification commitment.

11. Changes

We may update this Policy. The current version is always at /privacy.html. Material changes will be notified at least 14 days in advance.

12. Contact

Email: privacy@servia.ae · WhatsApp: via our website