Privacy Policy

1. Who This Policy Applies To

This policy applies to all individuals who interact with FivsPro, including:

• Customers — individuals who use FivsPro to find and book service providers;
• Service Providers — individuals or businesses that register to offer services through the platform; and
• Visitors — anyone who browses the FivsPro website without creating an account.

2. Information We Collect

2.1 Information You Provide Directly

2.2 Information Collected Automatically

When you use FivsPro, we automatically collect:

• Usage Data: pages viewed, search queries, features used, time spent, clicks;
• Device Information: browser type, operating system, device type, screen resolution;
• IP Address and Approximate Location: used for fraud detection and service area matching;
• Cookies and Similar Technologies: session identifiers, preference cookies, analytics cookies (see Section 8); and
• Log Data: server logs including timestamps, error reports, and referrer URLs.

2.3 Information from Third Parties

• Identity Verification Services: results of ID checks performed through third-party providers (e.g., Stripe Identity);
• Social Login Providers: if you register via Google or Apple, we receive your name, email address, and profile picture;
• Payment Processors: Stripe provides transaction confirmations and payment method status (not full card numbers); and
• Analytics Providers: aggregated and pseudonymized data from Vercel Analytics and PostHog.

3. How We Use Your Information

4. How We Share Your Information

We do not sell your personal information. We may share your information in the following circumstances:

4.1 Between Platform Users

Provider profile information — including business name, bio, services, location, ratings, and verification badges — is publicly visible to Customers and website visitors. Contact details are shared with Customers only after a booking or enquiry is initiated, subject to Provider privacy settings.

4.2 Service Providers and Processors

We share data with trusted third-party service providers who process it on our behalf, including:

• Supabase — authentication and database hosting (United States);
• Stripe — payment processing and identity verification (United States);
• Vercel — cloud hosting and edge deployment (United States);
• OpenAI / Google — AI-powered profile suggestions and search enrichment (data is not used to train models under our agreements);
• Resend — transactional email delivery; and
• Sentry — error tracking and platform monitoring.

All processors are contractually bound to process your data only as instructed, maintain appropriate security standards, and not use your data for their own purposes.

4.3 Legal and Safety Disclosures

We may disclose your information where we believe in good faith that disclosure is necessary to:

• Comply with a legal obligation, court order, or lawful government request;
• Protect the rights, property, or safety of FivsPro, our users, or the public;
• Investigate or prevent fraud, abuse, or illegal activity; or
• Enforce our Terms of Service.

4.4 Business Transfers

In the event of a merger, acquisition, restructuring, or sale of substantially all of FivsPro's assets, your information may be transferred to the successor entity. You will be notified of any such transfer and any material changes to this Privacy Policy.

5. Data Relating to Provider Identity Verification

Identity documents submitted for Provider verification (e.g., passport, driver's licence) are processed by our third-party identity verification partner (currently Stripe Identity) and are subject to that provider's data handling practices in addition to this policy.

FivsPro retains only the outcome of the verification process (verified / not verified) and a reference identifier. We do not retain copies of identity document images on our own servers beyond the period required by our verification partner's process.

Self-declaration acceptance records (including timestamp and declaration text) are retained for the lifetime of the Provider account and for a minimum of seven (7) years following account closure, for legal compliance and dispute resolution purposes.

6. Data Retention

When retention periods expire, data is securely deleted or anonymized so it can no longer be associated with any individual.

7. Data Security

We implement industry-standard technical and organizational security measures, including:

• Encryption of data in transit using TLS 1.2 or higher;
• Encryption of sensitive data at rest;
• Row-Level Security (RLS) policies on all database tables;
• Role-based access controls limiting employee access to personal data;
• Regular security testing and vulnerability assessments;
• Multi-factor authentication for administrative access; and
• Automated monitoring and alerting for unusual access patterns.

No method of electronic transmission or storage is 100% secure. While we take every reasonable precaution, we cannot guarantee absolute security. In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify affected users and relevant authorities as required by applicable law.

8. Cookies and Tracking Technologies

FivsPro uses the following types of cookies and similar technologies:

We do not use advertising or cross-site tracking cookies. You can control cookies through your browser settings. Disabling essential cookies may prevent certain features from functioning correctly.

9. AI-Powered Features

FivsPro uses artificial intelligence features including profile suggestions, search enrichment, and provider pre-screening. When your data is processed through AI features:

• Processing occurs through our AI package abstraction layer, not directly by OpenAI or Google;
• Data submitted to AI providers is subject to our data processing agreements, which prohibit use of your data to train third-party AI models;
• AI-generated content (such as profile suggestions) is advisory only — you are not obligated to use it; and
• AI pre-screening scores displayed to administrators are based on profile completeness metrics and are not a definitive assessment of any individual.

10. International Data Transfers

FivsPro is based in the United States. If you are located in Canada, your data is stored on servers in the United States and may be subject to access by US law enforcement authorities under applicable US law. By using the platform, you consent to this transfer.

We ensure that all international transfers of personal data are subject to appropriate safeguards, including standard contractual clauses, data processing agreements, and adequacy decisions where applicable.

11. Your Privacy Rights

Depending on your location, you may have the following rights regarding your personal information:

To exercise any of these rights, contact us at dpo@fivspro.com. We will respond within 30 days (or as required by applicable law). We may need to verify your identity before processing your request.

Limitation: Certain data cannot be deleted where retention is required by law (e.g., financial records, self-declaration records, fraud investigation records).

12. Children's Privacy

FivsPro is not directed at or intended for use by individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have collected personal data from a person under 18, we will delete it promptly. If you believe a minor has provided us with personal data, please contact us at privacy@fivspro.com.

13. Do Not Track

Some browsers offer a "Do Not Track" (DNT) signal. FivsPro does not currently respond to DNT signals because there is no consistent industry standard for how to interpret them. We will update this policy if that changes.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will:

• Update the "Effective date" at the top of this page;
• Notify users by email where practicable; and
• Where required by law, seek your consent before applying material changes to existing data.

Your continued use of FivsPro after the revised policy's effective date constitutes your acceptance of the updated terms.

15. Contact Us and How to Complain

If you have any questions, concerns, or complaints about this Privacy Policy or our data practices, please contact:

Canadian users: If you are not satisfied with our response, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada (OPC) at www.priv.gc.ca, or with the applicable provincial privacy commissioner.

California residents: You may also submit complaints to the California Privacy Protection Agency (CPPA) or the California Attorney General's office.