Effective Date: January 1, 2020
Updated and current as at: December 23, 2020
1. The Scope of this Policy
This information may be provided in connection with transactions, activities and data gathering that takes place when a user (‘you’ or ‘user’) uses our platform.
The use of our platform is taken to be acceptance of this policy. The policy can be provided in full upon request, and is also hosted on our website.
2. Effective Date and Changes to This Policy
This Policy applies to all information that you provide us, or that we collect, on or after the Effective Date. We will review this Policy as required. Such reviews may result in updates. If we materially change this Policy we will notify you of those changes, and state the date that any changes will take effect. After changes are made, we will treat continued use of our platform as contractual acceptance, by you, of those changes.
Should this Policy and our practices regarding previously collected Personal Information become less restrictive on us than when collected that information, we will make reasonable efforts to provide notice of that change and to obtain consent to the extent required by the law. However, beyond these reasonable efforts will not be liable for failure to do so.
3. Personal Information Collected on the Friendly Neighbor Services Platform
When a user interacts with the Friendly Neighbor Services Platform, we will collect information that identifies, relates to, describes, references, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or device (‘Personal Information’).
By using our Platform, you are authorizing us to collect, parse, and retain data where such data is directly or indirectly related to the provision of the services hosted on our Platform.
We also provide users with choices about how we use and disclose your Personal Information. This is set forth specifically below and includes how to access, correct, and/or remove that Personal Information. You may avoid additional data collection by uninstalling our web-based application (App) from your mobile device, deleting your user account and / or not otherwise using the Friendly Neighbor Services Platform.
3A. Information You Provide Us
General: When users engage with the Friendly Neighbor Services Platform, information is gathered in web-based forms that you complete, images that you upload, or incidental to the products and / or services that you purchase.
Account Registration: When users of the Friendly Neighbor Services Platform create an account, we collect the Personal Information you provide including (but not limited to) your name, email address, and phone number. If jobs are created, we also collect your address or addresses and your payment information. Other examples of information we may collect on registration includes a profile picture and biography line associated with your profile.
Provider Registration and Payment: To register as a Provider of job services, you may need to provide additional Personal Information. This may include your profile picture and identification for verification purposes, payment information, two social media account usernames, and Social Security number.
In some jurisdictions and as required by the relevant local regulations, we may collect additional business or contractor licenses. Providers are required to create a biography line during the registration process which may or may not include Personal Information.
Transaction Information: We collect transaction information related to your use of our Platform, including, but not limited to, the type of service requested, date and time of service, amount charged, communications between users, ratings and reviews, and other related transaction details.
Customer Support: We may collect Personal Information such as your name, email address, phone number, and photographs (e.g. as evidence of the job you are calling us about) through your communications with our Customer Support team for the purposes of resolving complaints or recording interactions with that team.
3B. Information We Collect When You Use the Friendly Neighbor Services Platform
We gather information indirectly from Users by observing actions on our Platform.
Location Information: We collect location data through the App when it is used by Customers and Providers if such information collection is permitted by the devices of those users. This may include when certain functionalities are used, including, but not limited to: selecting “my location”, navigating to a location to provide the Services and deriving a Provider’s approximate location from the Provider’s IP address.
The Friendly Neighbor Services Platform utilizes geo-location features to connect Customers to Providers to improve the services on the Friendly Neighbor Services Platform.
We also may use and disclose geo-location we collect through the Friendly Neighbor Services Platform for other business purposes, including for legal purposes (such as to enforce our agreements) and in the event of a proposed or actual merger, sale, or other business asset transfers. The geo-location information obtained about a User will be retained in an identifiable manner, along with geo-location data about job sites where Providers performed Services on initial and/or follow-up jobs.
Device Information: We may collect information about your mobile device, including the following examples: the hardware model, operating system, software names, file names, preferred language, unique device identifier, advertising identifiers, serial number, device motion information, and mobile network information.
Usage and Preference Information: We collect information that is generated automatically about how you and visitors interact with the Friendly Neighbor Services Platform, preferences expressed, and settings chosen. When such information is linked with specific personal information, we will treat the combination as Personal Information, as set out in this document.
Communications Between Users: To enhance privacy for Users, we set up a messaging system that allows Providers and Customers to message through the app. We collect all messages sent and received through this feature, while keeping it hidden from other users on the platform.
Log Information: When you interact with our Platform, we collect server logs, which may include device IP addresses, access dates and times, app features or pages viewed, app crashes, system activity, browser type, and the third-party site/service accessed immediately prior to interacting with our Platform.
3C. Information We Collect from Third Parties and Service Providers
We engage with third-party service providers that provide information that makes it possible to run aspects of our Platform, as well as additional services such as loyalty programs and promotions.
These service providers allow for payment processing, insurance, marketing, and other businesses. Information we receive from these third parties includes:
Third party program participation information, such as transactions and fraud detection; and
Operational information for loyalty and promotional programs, such as your use of such programs.
Referral Programs: We collect information when Users of our Platform refer us to others including via the use of your Rewards unique code.
Other Uses and Sources: At times, other users and sources such as the media, insurance companies, and law enforcement may provide information about you or prior activities during incident research.
4. How We Use Your Information
We only use your Personal Information for Friendly Neighbor Services Platform related purposes. (This includes the information collected by our third-party service providers, set forth herein; however, this does not include our use of photographs, which is governed separately).
Use of your information allows us to:
Meet or fulfill the reason you provided the information. As an example, by sharing your name and contact information when asking a question will result in us using that Personal Information to respond to your inquiry. If you provide your Personal Information to purchase or provide a product or service, we will use that information to complete the Service interaction. We may also save your information to facilitate new service orders or address disputes;
Provide, support, personalize, and develop our Platform. We may use your phone number or email address to contact you in connection with your Friendly Neighbor Services-related activities (including, but not limited to, confirmation emails, account verification text messages, push notification alerts, or other important alerts);
Create, maintain, and secure your account with us;
Process your requests, purchases, transactions, and payment and prevent transaction fraud;
Provide you with support and to respond to your inquiries, including to investigate and address complaints and monitor our responses;
Personalize your platform experience and deliver content and product and service offering relevant to your interests, including targeted offers and ads through our platform, third-party sites, and via email or text message (with your consent, where required by law in the relevant jurisdictions);
Help maintain the safety, security, and integrity of our Platform, products and services, databases business. Examples include using your information for identification and authentication, security and fraud prevention, or investigating potential unauthorized use of your information;
Enable testing, research, analysis, and product development, including to develop and improve our Platform, products, and services;
Respond to law enforcement requests and as required by applicable law, court order, or governmental regulations; or
Evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of our assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which Personal Information held by us about Users of our Platform is among the assets transferred.
We will not collect additional categories of information or use the Personal Information we collected for materially different, unrelated, or incompatible purposes without providing you notice.
5. How We Share Your Information
As set forth herein, we do not rent, sell, or share Personal Information about you with other people or nonaffiliated companies for their direct marketing purposes except with your permission. We may allow access to other data collected by the Friendly Neighbor Services Platform to enable the delivery of our online advertising on our Platform and on other websites and online services, or to send you information we think may be useful or relevant to you.
Before we disclose Personal Information with service providers for a business purpose, we enter a contract that describes the purpose and requires the recipient to both keep that Personal Information confidential and not use it for any purpose except performing the contract.
The following are examples of how we share your information with third-party service providers.
5A. Sharing Between Friendly Neighbor Services Platform Users
When you agree to provide Services as a Provider, we will display certain information about you to the Customer who requested the work, including your name, photograph, geo-location, when you joined Friendly Neighbor Services, and rating. Such information may also be visible to users of our Platform Partners’ websites. When you submit a Service request as a Customer, we will display certain information about you to Providers, including your name, address, photograph (if any), rating, and photographs of the job site. The Customer’s full address is disclosed only to the Provider they select. We may temporarily or permanently disable your account per the sharing of any additional contact information between Users on our Platform.
5B. Sharing with Service Providers for a Business Purpose
Categories of Information We Share: To operate the Friendly Neighbor Services Platform, including transaction processing, we may disclose the following categories of your Personal Information with vendors, agents, and third-party service providers for a business purpose:
Category A: Identifiers: A real name, alias, postal address, unique personal identifier, Internet Protocol address, email address, account name, Social Security number, driver’s license, passport number, or other similar identifiers.
Category B: Personal information categories including: A name, signature, Social Security number, physical characteristics or description, address, telephone number, passport number, driver’s license or state identification card number, insurance policy number, education, employment, employment history, bank account number, credit card number, debit card number, or any other financial information, medical information, or health insurance information.
Category C: Commercial Information including records of personal property, products or services purchased, obtained, or considered, or other purchasing or consuming histories or tendencies.
Category D: Internet or other similar network activity including browsing history, search history, information on a consumer’s interaction with a website, application, or advertisement.
Category E: Geolocation Data including physical location or movements.
Category F: Inferences drawn from other personal information including reflecting a person’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.
We may use or disclose the Personal Information we collect for one or more of the following business purposes:
To fulfill or meet the reason you provided the information such as processing your payment and facilitating delivery of the service. We may also save your information to facilitate new service orders or address disputes.
Friendly Neighbor Services Payment Method: When you add a credit card or payment method to your account, a third party that handles payments for us will receive your card information. We do not store full credit card information on our servers.
Operating Systems and Platforms. We use Firebase to host the cloud architecture for our platform. We use Google Drive and Gmail in the daily course of business operations. Files and data stored in those systems may include customer name, postal address, telephone number, email address, personal identifier/account ID, device ID, IP address, IDFA, and date of birth.
We use stripe.com to process any billing information between Users and between Users and us, including credit card information Users submit on stripe.com. You can find information about the privacy practice of stripe.com at https://stripe.com/ssa.
Order Fulfillment Platforms. We may occasionally share the name and address of Users to order fulfillment platforms in order for them to ship items to Users.
To personalize your Platform experience and to deliver content and products and service offerings relevant to your interests, including targeted offers and ads through our Platform, third-party sites, and via email or text message (with your consent, where required by law).
Charitable Donation Programs: We may offer opportunities within our Platform for Users to donate to charitable organizations. If you voluntarily agree to donate to a charitable organization, then you hereby authorize Friendly Neighbor Services to provide your Information to such charitable organization.
Sqreen is a real-time Application Security Management Platform which receives partial postal address, email address, physical location or movements, and IP addresses. You can find information about Sqreen’s privacy practices at: https://www.sqreen.com/privacy.
Insurance providers. In the event of an insurance claim, we would provide the information necessary for reporting and documentation, including name and address.
External mediators. We use a third-party mediator to resolve disputes when necessary. We share the name, address, phone number, and email address of Users with such third-party mediator service providers.
We may use the information we collect for testing, research, analysis and product development. This allows us to improve, enhance the safety and security of our services and facilitate insurance and finance solutions in connection with our services.
Data analytics providers. We retain third-party service providers to help us perform data analytics regarding your interactions with our Platform when necessary.
5C. Legal Obligations and Protecting the Friendly Neighbor Services Platform
We may access, preserve, and disclose collected information, in certain situations. These include complying with law enforcement requests and legal processes, such as a court order or subpoena; to respond to your requests; or to protect your, our, or others’ rights, property, or safety. We may also disclose your Personal Information as part of a dispute in the process of obtaining legal advice.
5D. In Connection with a Merger, Sale, or Other Asset Transfers
If we are involved in a material change of business activities
(including a merger, acquisition, financing due diligence, reorganization, bankruptcy, receivership, sale of Friendly Neighbor Services assets, or transition of service to another provider) your information may be sold or transferred as part of such a transaction as permitted by law and/or contract. We cannot control how such entities may use or disclose such information.
5E. With Your Permission
We may also disclose your Personal Information with your permission as set forth herein.
Social Networking and Other Websites: Our Platform may allow you to share information, including Personal Information, with social networking websites, such as Facebook, Google, etc. We may share information about your account with that site. Their use of the information will be governed by those sites’ privacy policies.
5F. With Platform Partners
Some third-party sites link to our Platform and share information with us. For example, in some cases, you can schedule services through the Friendly Neighbor Services Platform with one of our partners (“Platform Partners”) and provide them Personal Information. The Platform Partner may share the necessary information with us. We may also share your Personal Information with Platform Partners (e.g. with information about the services you booked or provided).
6. How We Store and Protect Your Information
6A. Information Retention
To preserve the integrity of our databases, we retain information submitted by members for an indefinite length of time. You agree that we may store the information we collect for this indefinite length of time.
6B. Our Security Precautions
Your profile is password-protected so that only you and our authorized employees have access to your account information. In order to maintain this protection, do not give your password to anyone. Our staff will never proactively reach out to you and ask for any personal account information, including your password. We have security measures in place intended to help protect against the loss, misuse, and alteration of the information under our control.
International. Your information may be transferred to and maintained on computer networks which may be located outside of the state, province, or other governmental jurisdiction in which you reside; Privacy laws governing the country/jurisdiction of these networks may vary.
Friendly Neighbor Services takes steps to ensure that your information is secure on its system. No data transmission over the Internet can be guaranteed to be 100% secure. As a result, Friendly Neighbor Services cannot guarantee the security of any information you transmit to us, and you do so at your own risk.
FRIENDLY NEIGHBOR SERVICES EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY, WHETHER EXPRESSED OR IMPLIED, WITH RESPECT TO ENSURING, GUARANTEEING, OR OTHERWISE OFFERING ANY DEFINITIVE PROMISE OF SECURITY IN CONNECTION WITH YOUR PERSONAL INFORMATION OR USAGE INFORMATION. FRIENDLY NEIGHBOR SERVICES FURTHER DISCLAIMS ANY LIABILITY THAT MAY ARISE SHOULD ANY OTHER INDIVIDUALS OBTAIN THE INFORMATION YOU SUBMIT TO THE FRIENDLY NEIGHBOR SERVICES PLATFORM.
7.Your Rights and Choices Regarding Your Data
7A. All Users
Email Subscriptions. We provide Users the opportunity to unsubscribe from email marketing communications and to remove their information from our database. If you receive an unsolicited marketing email from a Friendly Neighbor Services email address, please contact us.
Messages In-App. We provide Users the opportunity to unsubscribe from messages in-app. You can do this in the (“Notifications”) tab.
SMS Messages, Push Notifications, and Email Notifications are required for Friendly Neighbor Services to be able to contact you if an issue arises.
Profile Information. Friendly Neighbor Services provides you with the ability to access and edit your Personal Information. There is some information that you cannot alter yourself (e.g. age). Please contact us to change information you cannot self-alter through your account.
Location Information. You can stop your device from sharing location information via the system settings. This could impact the services and features available.
Any third party with whom we are allowed to share your Personal Information is authorized to use your Personal Information in accordance with our contractual arrangements with such third parties and in accordance with their own privacy policies, over which we have no control. You agree that we are not responsible or liable for any of third party actions or omissions. Those who contact you will need to be instructed directly by you regarding your preferences for the use of your Personal Information by them.
Do Not Track. You may be able to activate the “Do Not Track” option through your web browser.
Deleting Your Account. To delete your account, please submit a request by logging into your account via Settings, or send an email to firstname.lastname@example.org. Once we verify your request, we will delete (and direct our service providers to delete as applicable) your Personal Information from our records. If we are unable to delete your account in whole or in part due to legal obligations or the certain other exceptions, we retain data in a way designed to prevent its use for other purposes.
Advertising Opt-Out. You may be able to opt out of receiving personalized advertisements from advertisers and/or advertising networks who are either members of the Network Advertising Initiative or subscribers to the Digital Advertising Alliance’s Self-Regulatory Principles for Online Behavioral Advertising. To learn more about your choices for opting out of personalized advertising through websites and/or apps, please visit:
Network Advertising Initiative (NAI)
Browser Opt-Out: http://www.networkadvertising.org/choices/
Digital Advertising Alliance (DAA)
Browser Opt-Out: http://www.aboutads.info/choices/
App Opt-Out: http://youradchoices.com/appchoices
You may also be able to change your mobile device settings to Opt-Out of personalized advertising through apps. These may be accessed through the ‘Settings’ submenus of your particular device.
You may continue to see non-personalized online advertising on our Platform.
Right to Opt Out. To exercise the right to Opt-Out, you (or your authorized representative) may submit a request to us by sending an email to email@example.com.
Once you make an Opt-Out request, we will wait at least twelve (12) months before asking you to reauthorize Personal Information sales.
We provide Users the opportunity to Opt-Out of receiving email marketing communications from us and our partners and gives Users the option to remove their information from our database, to not receive future email marketing communications, or to no longer receive our service. If you receive an unsolicited marketing email from a Friendly Neighbor Services email address, please contact firstname.lastname@example.org.
7. Children’s Data
We do not knowingly collect information from children Customers, as well as Providers under the age of 18, unless given permission and consent by a parent or guardian upon signing the Providers Agreement. We also make every practical effort to remove such information from our Platform and records once we discover, or are notified of such information.
If you are a parent or User and believe that a child under the age of 13 has used our Platform and provided personal identifiable information to us through the Friendly Neighbor Services Platform, please contact us at email@example.com so we can review and delete that account and/or any Personal Information collected from them on the Friendly Neighbor Services Platform.
8. Links to Third-Party Websites
This Policy applies solely to information collected by our Platform. The Platform may contain links to other websites, charitable organizations, or online services, including our Platform Partners’ websites; and we of course are not responsible for other websites’ privacy practices. We advise Users to carefully review the privacy statements of any website that collects personally identifiable information.
Note that, as set forth herein, we do not provide your Personal Information to third parties for their own marketing purposes without your consent.
Friendly Neighbor Services reserves the right to amend this privacy notice at our discretion at any time. When we make changes to this privacy notice, we will post the updated notice on the Website and update the notice’s Effective Date. Your continued use of the Website following the posting of changes constitutes your acceptance of such changes.
10. Contact Us
If you have any questions or comments about this notice, our Privacy Statement, the ways in which we collect and use your Personal Information, your choices and rights regarding such use, or wish to exercise your rights under Maryland law, please do not hesitate to contact us at: