Privacy Policy

Neighbourly (neighbourly.work) is a local services marketplace operated by Neighbourly Ltd, registered in England and Wales. This Privacy Policy explains how we collect, use, store, and protect your personal data when you use our platform.

We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We collect the following categories of personal data:

• Account information: name, email address, phone number, and profile photo when you create an account.
• Provider profile data: display name, bio, tagline, location, service category, and public handle for Providers who register on the platform.
• Booking data: service details, dates, times, notes, and booking status for transactions between customers and Providers.
• Payment data: transaction amounts, platform fees, and payment status. Full payment card details are handled exclusively by Stripe and are never stored on our servers.
• Reviews: ratings and comments left by customers after completed bookings.
• Technical data: IP address, browser type, and usage patterns collected automatically when you access the platform.

We use your personal data to:

• Create and manage your account and profile.
• Facilitate bookings between customers and Providers.
• Process payments and transfer funds to Providers.
• Send transactional emails such as booking confirmations, cancellations, and payment receipts.
• Display Provider profiles, ratings, and reviews to customers.
• Manage subscriptions and billing for paid plans.
• Investigate disputes and enforce our Terms of Service.
• Improve the platform through anonymised usage analytics.

We do not sell your personal data to third parties. We do not use your data for automated decision-making or profiling.

We use the following third-party services to operate the platform. Each processes data in accordance with their own privacy policies:

Stripe

Stripe processes all payments on the platform, including customer payments, Provider payouts via Stripe Connect, and subscription billing. Stripe handles payment card details directly — card numbers are never transmitted to or stored on Neighbourly servers. Stripe’s privacy policy is available at stripe.com/gb/privacy.

Supabase

Supabase provides our database and authentication infrastructure. Your account data, profile information, bookings, and other platform data are stored in a Supabase-hosted PostgreSQL database. Supabase’s privacy policy is available at supabase.com/privacy.

Resend

Resend is our email delivery service. We use it to send transactional emails including booking confirmations, cancellation notices, and account notifications. Resend processes your email address and name for delivery purposes only. Resend’s privacy policy is available at resend.com/legal/privacy-policy.

Vercel

Vercel hosts the Neighbourly web application. Vercel may collect technical data such as IP addresses and request metadata as part of normal web hosting operations. Vercel’s privacy policy is available at vercel.com/legal/privacy-policy.

We retain your personal data for as long as your account is active or as needed to provide the services you have requested. If you delete your account, we will remove your personal data within 30 days, except where we are required to retain it for legal or regulatory purposes (such as financial records, which we retain for 7 years).

Booking and payment records may be retained in anonymised form for analytical purposes after account deletion.

Under the UK GDPR and the Data Protection Act 2018, you have the following rights:

• Right of access: you may request a copy of the personal data we hold about you.
• Right to rectification: you may request that we correct inaccurate or incomplete data. You can also update most information directly via your account settings.
• Right to erasure: you may request that we delete your personal data, subject to legal retention requirements.
• Right to restrict processing: you may request that we limit how we use your data in certain circumstances.
• Right to data portability: you may request a copy of your data in a structured, machine-readable format.
• Right to object: you may object to the processing of your data for specific purposes.
• Right to withdraw consent: where processing is based on consent, you may withdraw it at any time.

To exercise any of these rights, please contact us at privacy@neighbourly.work. We will respond within one month of receiving your request.

You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk if you believe your data protection rights have been infringed.

We take appropriate technical and organisational measures to protect your personal data, including:

• Encryption of data in transit via HTTPS/TLS.
• Row-level security policies in our database to ensure users can only access their own data.
• Secure authentication via Supabase Auth with password hashing and session management.
• Service-role access controls that restrict administrative database operations to server-side code only.

While we strive to protect your data, no method of transmission or storage is completely secure. We cannot guarantee absolute security.

Neighbourly uses essential cookies for authentication and session management. These are strictly necessary for the platform to function and do not require consent.

We do not use advertising cookies, tracking cookies, or third-party analytics cookies.

We may update this Privacy Policy from time to time. Material changes will be communicated via email or an in-platform notice. The “Last updated” date at the top of this page reflects the most recent revision.

Continued use of the platform after changes take effect constitutes acceptance of the revised policy.

For any questions about this Privacy Policy, data protection requests, or to exercise your rights under UK GDPR, please contact: