Your privacy matters. This Policy explains what information we collect, how we use it, who we share it with, and the choices you have. It applies to visitors to our marketing websites, customers who use the Service Clarity platform, and information we process on behalf of our customers about their End Customers.
If you are located in the European Economic Area, United Kingdom, California, Australia, or Brazil, additional region specific disclosures appear below. This Policy does not override mandatory rights under your local laws.
Introduction and Who We Are
This Privacy Policy explains how Service Clarity ("Service Clarity", "we", "us", or "our") collects, uses, discloses, stores, and otherwise processes personal information when you use our websites, software platform, APIs, integrations, and related services (collectively, the "Services").
Service Clarity provides business management tools for trade and service businesses. We process information about our customers (you, your Organisation, and your Users) and, on your instructions, information about your End Customers (for example, homeowners or commercial clients whose jobs you manage in the platform).
If you are located in the European Economic Area, United Kingdom, or Switzerland, the data controller is Service Clarity as identified in our contact section. For Australia, we handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) where applicable.
Scope and Relationship to Your Own Privacy Notice
This Policy describes our practices as a processor or service provider on behalf of your Organisation when we process End Customer personal information solely to provide the Services to you. Your Organisation is typically the controller or business responsible for End Customer data and must provide its own privacy notice to End Customers.
If you interact with us only as a visitor to our marketing website, different portions of this Policy may apply than if you are an Administrator or User of a paid Account.
Information We Collect
Information you provide directly
- Account registration: name, email address, phone number, company name, job title, password or authentication credentials.
- Billing: billing contact details, payment method details (processed by our payment processors; we generally do not store full card numbers).
- Support and communications: messages you send to us, call recordings of support calls if you consent or as permitted by law, survey responses, and training participation.
- Content you upload: Customer Data including End Customer names, addresses, phone numbers, email addresses, job notes, photos, documents, estimates, invoices, payment status, and communications sent through the Services.
Information collected automatically
- Device and log data: IP address, browser type and version, device identifiers, operating system, referring URLs, pages viewed, timestamps, and diagnostic logs.
- Usage data: feature usage, clicks, session duration, errors, integration activity, API calls, and configuration changes.
- Cookies and similar technologies: see the Cookies and Similar Technologies section of this Policy.
Information from integrations
- Google Ads and advertising platforms: account identifiers, campaign metadata, click identifiers (such as GCLID where applicable), conversion events, and revenue amounts you choose to send for optimisation.
- Call tracking providers: caller ID, call duration, recordings, transcriptions, routing metadata, and source attribution fields supplied by the integration.
- SMS and email providers: delivery status, message content as routed through the Services, and carrier or provider metadata.
- Webhooks and APIs: payloads you configure us to send or receive, which may contain any fields you map from Customer Data.
- Single sign on: if you use SSO, we receive profile attributes from your identity provider as authorised by your Administrator.
Information from third parties
- Referral partners, resellers, or marketplaces that introduce you to us.
- Public sources or data enrichment providers where permitted and configured by you.
- Fraud prevention and security vendors.
How We Use Information
We use personal information for the following purposes:
- Providing, operating, maintaining, securing, and improving the Services.
- Authenticating Users, enforcing access controls, and auditing Administrator actions.
- Processing payments, invoices, and Subscription changes.
- Delivering customer support, technical notices, and security alerts.
- Analysing usage to develop new features and improve reliability and performance.
- Complying with legal obligations, responding to lawful requests, and protecting rights and safety.
- Sending transactional messages essential to the Services.
- Sending marketing communications where permitted, with opt out as described below.
- Detecting, investigating, and preventing fraud, abuse, and security incidents.
- Creating de identified or aggregated analytics that do not identify individuals.
Legal Bases (EEA, UK, and Similar Jurisdictions)
Where GDPR or UK GDPR applies, we rely on one or more of the following legal bases:
- Contract: processing necessary to perform our agreement with you (providing the Services).
- Legitimate interests: securing the Services, improving features, analysing usage in a proportionate way, and direct marketing to business contacts where permitted, balanced against your rights.
- Consent: where required for certain cookies, marketing, or optional features, which you may withdraw at any time.
- Legal obligation: compliance with tax, accounting, or regulatory requirements.
- Vital interests: rare emergency situations involving health or safety.
International Transfers
We may process and store information in Australia, the United States, the European Union, the United Kingdom, and other countries where we or our service providers operate. These countries may have different data protection laws than your country.
Where required, we implement appropriate safeguards such as Standard Contractual Clauses approved by the European Commission, the UK International Data Transfer Addendum, or other lawful transfer mechanisms. You may request a copy of relevant safeguards by contacting privacy@serviceclarity.com.
Retention
We retain personal information for as long as necessary to fulfil the purposes described in this Policy, unless a longer period is required or permitted by law.
Account and billing records are typically retained for the life of the account plus a period necessary for legal, tax, and dispute resolution purposes (often seven years for financial records where applicable).
Customer Data in the Services is retained according to your Subscription, your deletion requests, and our data lifecycle practices described in Documentation. After termination, we may delete or de identify Customer Data within a stated grace period unless law requires retention.
Backups may persist for a limited period before automatic overwrite.
Security
We implement technical and organisational measures designed to protect personal information, including encryption in transit, access controls, logging, vulnerability management, and employee training. No method of transmission or storage is completely secure; we encourage you to use strong passwords, MFA where available, and least privilege for Users.
Your Privacy Rights
General rights
- Access: request a copy of personal information we hold about you.
- Correction: request correction of inaccurate information.
- Deletion: request deletion subject to legal exceptions.
- Restriction or objection: where applicable law provides these rights.
- Portability: receive certain data in a structured, machine readable format.
- Withdraw consent: where processing is based on consent.
- Lodge a complaint: with your local supervisory authority.
How to exercise rights
Submit requests to privacy@serviceclarity.com. We may need to verify your identity. If you are an End Customer of one of our business customers, we may refer your request to that Organisation where we act only as a processor.
Appeals and escalation
If you disagree with our response, you may appeal by replying to our decision email with "Appeal" in the subject line. We will review and respond within a reasonable timeframe.
Marketing Communications
We may send product updates, tips, and promotional emails to business contacts where permitted. You can opt out using the unsubscribe link or by emailing privacy@serviceclarity.com. Transactional messages about security, billing, and essential service changes may continue.
Children
The Services are not directed to individuals under 16 (or the age required in your jurisdiction). We do not knowingly collect personal information from children. If you believe we have collected information from a child, contact us and we will take appropriate steps to delete it.
Automated Decision Making
We do not use personal information for solely automated decisions that produce legal or similarly significant effects on individuals as defined under GDPR. Features that rank leads or suggest actions are assistive tools; your Organisation remains responsible for decisions affecting End Customers.
Notice for California Residents (CCPA / CPRA)
If you are a California resident, this section supplements the Policy. In the past 12 months, we may have collected identifiers, commercial information, internet activity, geolocation derived from IP, audio (call recordings processed on your behalf), professional information, and inferences.
- We use categories for purposes described in "How We Use Information".
- We disclose categories to service providers and integration partners as described in "How We Share Information".
- We do not "sell" or "share" personal information for cross context behavioural advertising as those terms are defined under California law, except as you may configure integrations that transmit data to advertising platforms (which you control).
- California residents may request to know, delete, and correct personal information, and to opt out of certain processing where applicable. We will not discriminate for exercising rights.
- Authorized agents may submit requests with proof of authorisation. We may verify requests as permitted by law.
Notice for Australia
We handle personal information in accordance with the APPs where they apply. You may access and correct personal information we hold about you subject to exceptions under the Privacy Act. Complaints may be lodged with us at privacy@serviceclarity.com and with the Office of the Australian Information Commissioner (OAIC) if unresolved.
Notice for Brazil (LGPD)
If you are in Brazil, you have rights under Lei Geral de Proteção de Dados, including confirmation of processing, access, correction, anonymisation, portability, deletion, information about sharing, and revocation of consent. Contact privacy@serviceclarity.com to exercise rights.
Notice for Canada
If you are in Canada, we collect, use, and disclose personal information in compliance with applicable federal and provincial privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA) or substantially similar provincial statutes, where they apply. You may request access to your personal information and challenge accuracy. Contact privacy@serviceclarity.com.
Notice for New Zealand
If you are in New Zealand, we handle personal information in accordance with the Privacy Act 2020 where applicable. You may access and correct personal information and complain to the Office of the Privacy Commissioner if you believe we have interfered with your privacy.
Notice for Switzerland
If you are in Switzerland, you have rights under the Federal Act on Data Protection (FADP), including information, access, rectification, deletion, objection, and data portability in applicable cases. Contact privacy@serviceclarity.com to exercise rights.
Changes to this Privacy Policy
We may update this Policy from time to time. We will post the revised Policy with a new "Last updated" date. If changes are material, we will provide additional notice as required by law, such as email or in product notification.
Subprocessors
We engage carefully vetted service providers who may process personal information on our behalf (subprocessors). Categories include cloud infrastructure, email delivery, SMS delivery, payment processing, customer support tooling, security monitoring, and analytics.
We impose written obligations requiring subprocessors to protect personal information and process it only on our instructions. We will notify you of material changes to subprocessors where required by contract or law, and you may object where your agreement provides a remedy.
Security Incidents and Notifications
If we become aware of a breach of security leading to accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to personal information under our control, we will investigate, remediate, and notify you without undue delay where required by law or contract.
You are responsible for notifying affected End Customers and regulators when your status as controller requires it, using information we reasonably provide.
Sensitive and Special Categories of Information
Unless we expressly agree in writing, you must not use the Services to process special categories of personal data under GDPR (such as health, biometric, genetic, racial or ethnic origin, political opinions, religious beliefs, trade union membership, sex life, or sexual orientation) or analogous categories under other laws, except where strictly necessary for your lawful business purpose and with appropriate safeguards.
If you upload health or safety notes related to a job site, you represent that you have a lawful basis and any required consents.
Employee and Workforce Data
If you use the Services to manage your own employees or contractors (for example, technician profiles, schedules, or commission calculations), you are responsible for workplace privacy notices, rostering laws, and employment record obligations. We process such data solely as a processor on your instructions.
Third Party Websites and Social Features
Our website may link to third party sites. This Policy does not apply to those sites. Review their policies before providing information.
Do Not Track and Global Privacy Control
There is no consistent industry standard for Do Not Track signals. We respond to Global Privacy Control and similar legally recognised opt out signals where required by applicable law for the activities covered by those laws.
Contact Us
Data protection inquiries: privacy@serviceclarity.com
Security reports: security@serviceclarity.com
If you are in the EEA or UK and require our representative or DPO contact details, request them at privacy@serviceclarity.com.
Questions? Contact legal@serviceclarity.com (Terms) or privacy@serviceclarity.com (Privacy).