Privacy Policy
Last updated: 2026-07-27
This is a template, not legal advice.
This document is drafted to reflect how this specific platform actually works, but it has not been reviewed by a lawyer and is not a substitute for one. Have it reviewed and adjusted by a qualified attorney in your jurisdiction — including the liability, indemnity, arbitration, and data-transfer terms — before relying on it.
This Privacy Policy explains how [LEGAL ENTITY NAME] ("we", "us", or "our"), located at [COMPANY ADDRESS], collects, uses, shares, and protects information in connection with On Site & Ready (the "Service") — our website, web application, Android app, and public booking pages. It applies to (a) the field-service businesses and their Team Members who hold a Business Account, and (b) the End Customers of those businesses whose information reaches us through the Service (for example, via a public booking page, an emailed invoice, or an e-signature).
1. Controller vs. Processor — Who Is Responsible for What
Data protection laws such as the EU/UK GDPR distinguish between a controller (the party that decides why and how personal data is processed) and a processor (the party that processes data on the controller's instructions). This distinction matters for how you should read this Policy:
- For Business Account and billing data (the information a Business gives us to set up and pay for its own subscription) and for website visitor data, we act as the controller, and this Policy describes our own practices directly.
- For Customer Data that a Business (or its Team Members) enters into the Service about its own customers — including data submitted by End Customers through a public booking page — the Business is the controller and we act as its processor, under the terms of our Data Processing Agreement. If you are an End Customer and want to know how a specific Business uses your data, you should generally contact that Business directly; we process it only on their instructions.
- For a Business's own connected Stripe, Xero, or QuickBooks Online accounts (where the Business enables these optional integrations), the account itself is owned and controlled by the Business, not by us — we only relay the specific data described in Section 5 to keep those systems in sync, on the Business's instructions.
2. Information We Collect
We collect the following categories of information:
| Category | Examples | Source |
|---|---|---|
| Account & business data | Business name, address, trade type, subscription plan, billing contact | Provided by the Business at signup |
| Team Member data | Name, email, phone, role/permissions, password (hashed), profile photo, GPS/location data (see Section 10) | Provided by the Business or the Team Member |
| Customer Data | Names, contact details, property addresses, job and appointment history, notes, photos, e-signatures, invoices and estimates | Entered by the Business or its Team Members |
| End Customer submissions | Name, email, phone, preferred appointment date/time, and free-text notes submitted through a Business's public booking page | Submitted directly by the End Customer |
| Subcontractor data | Where a Business engages outside trades: the subcontractor's name, contact details, trade, insurance expiry date, certifications and their expiry dates, and the agreed cost of work assigned to them. This is personal data about a third party who does not hold an account with us and is entered by the Business | Entered by the Business |
| Working time data | Clock-in and clock-out records by Team Member, typed as work, break or travel; the weekly hours derived from them, including overtime; and any commission calculated from a Team Member's jobs. A single GPS coordinate may be recorded at clock-in or clock-out where the Business has enabled location features (see Section 10). Where the Business has enabled automatic clock-on, an entry may be created or closed from the Team Member's location rather than by them; such entries are marked as automatic, the Team Member is notified of the time recorded, and they can correct it | Generated by the Team Member through use of the Service, or recorded automatically from their location where the Business has enabled that |
| Pay and cost data | A Team Member's pay type and rate (hourly, or a salary and its period) where the Business records one, and the wage cost derived from it; the Business's own expenses, including supplier, reference, amount, the VAT shown on the supplier's invoice, and whether that VAT is reclaimable; and the Business's VAT registration number. Pay data is personal data about the Team Member and is visible only to people the Business has granted the specific permission to see it | Entered by the Business, or derived from recorded working time |
| Review data | Star ratings and free-text comments submitted by an End Customer about completed work, together with the customer and job they relate to. A Business may choose to display these on its own public website | Submitted directly by the End Customer |
| Communications data | Team chat messages and file attachments; content of transactional emails, SMS/text messages (where the Business's SMS add-on is enabled), and push notifications we send | Generated through use of the Service |
| Payment & billing data | Subscription payment method and billing history (processed by Stripe — we do not store full card numbers) | Provided to Stripe on our behalf |
| Accounting integration data | Where a Business connects the optional Xero or QuickBooks Online add-on: customer names and contact details, invoices, payments, credit notes and refunds, estimates, and business and job expenses. For QuickBooks, also the recorded working hours of the Business's own team members, pushed as payroll time entries. A Business may set this to run automatically each day or week | Generated through use of the Service, sent to the Business's own connected accounting account |
| Published website content | Text, images and custom HTML a Business publishes on its own public site through the site builder. This content is public by design — anyone with the address can read it, and images uploaded for a site are served from a public location without needing to sign in | Provided by the Business |
| Usage & device data | Pages viewed, features used, browser/device type, IP address, approximate location derived from IP, crash/error logs | Collected automatically |
| Cookies & similar technologies | Session/authentication cookies; analytics identifiers | Collected automatically |
See our Cookie Policy for details on the cookies row above.
3. How We Use Information
- To provide, operate, and maintain the Service (scheduling, dispatch, invoicing, etc.)
- To send transactional notifications — appointment reminders, job status updates, invoice and payment confirmations, chat message alerts, and account/security notices — by push notification and email
- To process subscription payments and manage billing
- To provide customer support and respond to inquiries
- To monitor, secure, and improve the Service, including through aggregated product analytics
- To detect, investigate, and prevent fraud, abuse, and security incidents
- To comply with legal obligations and enforce our agreements
We do not use Customer Data for our own advertising purposes, and we do not sell personal information.
4. Legal Bases for Processing (EEA/UK Users)
Where the GDPR or UK GDPR applies, we rely on the following legal bases: performance of a contract (to provide the Service you or your Business signed up for); legitimate interests (to secure, support, and improve the Service, and for fraud prevention), balanced against your rights; consent (for optional features such as location tracking and, where required, analytics or marketing communications, which you may withdraw at any time); and legal obligation (for example, tax and accounting records).
5. How We Share Information
We do not sell personal information. We share information with the following categories of recipients, each acting as our sub-processor and bound by contractual confidentiality and security obligations:
| Provider | Purpose | Data involved |
|---|---|---|
| Supabase | Database hosting, authentication, and file storage | All Business Data, account credentials, uploaded files/photos |
| Stripe | Subscription billing for the platform, and (via each Business's own connected account) invoice payments from End Customers | Payment method and billing details |
| Email delivery (SMTP) provider | Transactional email delivery (reminders, invoices, receipts, account notices). Where a Business configures its own SMTP server, its mail is delivered through that server rather than ours | Recipient name/email and message content |
| Google Maps Platform (Geocoding, Routes, and Distance Matrix APIs) | Address geocoding, route optimization for technician dispatch, and travel-time/distance estimates | Property/job addresses, technician location coordinates used to compute a route |
| SMS delivery provider | Delivery of SMS/text message notifications, where a Business subscribes to our optional SMS add-on | End Customer phone number and message content |
| Xero / QuickBooks Online | Where a Business connects one of these optional accounting integrations, sync of its accounting records into its own account with that provider — on demand, or on a daily or weekly schedule the Business chooses | Customer names and contact details, invoice and estimate line items and amounts, payments, credit notes and refunds, expenses, and (QuickBooks only) team members' recorded working hours |
| Web push infrastructure | Delivery of browser push notifications | Push subscription tokens |
A current sub-processor list is also maintained in our Data Processing Agreement. We may also disclose information: to comply with a legal obligation, subpoena, or governmental request; to protect the rights, property, or safety of us, our users, or others; and in connection with a merger, acquisition, financing, or sale of assets (subject to this Policy continuing to apply to previously collected data).
Within a Business Account, information is also visible to other Team Members as configured by the Business's role-based permissions — for example, a technician's assigned jobs are visible to their manager.
6. International Data Transfers
We and our sub-processors may process and store information in countries other than your own, including [the United States and the European Union — TO BE CONFIRMED based on actual hosting region(s)]. Where we transfer personal data protected by the GDPR or UK GDPR outside the EEA/UK, we rely on appropriate safeguards, such as the European Commission's Standard Contractual Clauses or an applicable adequacy decision, as further described in our Data Processing Agreement.
7. Data Retention
We retain Business Data for as long as the Business Account is active, plus a reasonable period afterward to allow for data export and as required for legal, tax, or accounting purposes. Following account cancellation or termination, we retain Business Data for [30–90 days — TO BE CONFIRMED] to permit export or reactivation, after which it is deleted or anonymized unless we are required by law to retain it longer. Aggregated or anonymized analytics data (which no longer identifies an individual) may be retained indefinitely.
8. Data Security
We use administrative, technical, and organizational safeguards designed to protect information against unauthorized access, alteration, disclosure, or destruction, including encryption of data in transit, database-level access controls and row-level security, hashed credentials, and role-based permissions within each Business Account. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
9. Your Rights
Depending on your jurisdiction (for example, if the GDPR, UK GDPR, or a U.S. state privacy law applies to you), you may have the right to: access the personal data we hold about you; correct inaccurate data; request deletion; restrict or object to certain processing; receive a portable copy of your data; and withdraw consent for processing based on consent (such as location tracking), without affecting processing carried out before withdrawal. You also have the right to lodge a complaint with your local data protection authority.
If you are a Team Member or End Customer of a Business, the Business is typically the controller of your data (see Section 1), so we recommend contacting that Business first — the Service includes tools that let a Business export or delete records at your request. You may also contact us directly at [SUPPORT EMAIL] and we will either action your request (for data we control) or route it to the relevant Business.
If you are the owner of a Business Account, the Service's admin tools let you export or permanently delete your Business Account and its data; contact us if you need assistance.
10. Location & GPS Data
If a Business enables location features, we collect: (a) a single GPS coordinate when a Team Member clocks in or out of a job, and (b) periodic (at most once-per-minute) location pings while a Team Member has actively started live location sharing for an open job. This data is used to support dispatch, job verification, and route/travel-time estimates, is visible to authorized Team Members within the same Business Account, and is not used by us for advertising. A Team Member can decline the relevant browser location permission or stop live sharing at any time; declining may limit certain features (such as automatic travel-time estimates) but will not prevent basic use of the Service.
Background location in the Android app. The Android app can additionally collect location while the app is closed or not in use. This happens only while a Team Member is clocked in to a job and only where that Team Member has separately turned it on in the app and granted Android's "Allow all the time" permission. It is off by default: neither installing the app nor clocking in is enough to start it.
Automatic clock-on and clock-off. A Business may switch on a setting that starts a Team Member's shift when they arrive at a job they are scheduled on, and ends it when they leave. Where it is switched on, and only on a day the Team Member is scheduled to work and within that Business's working hours, collection may begin before they are clocked in — that is, on the journey to the job — because arriving is the event that starts the shift. This setting is off by default, it does not override any of the controls above, and the Team Member is notified each time a shift is started or ended this way, with the time recorded, so it can be corrected on their timesheet.
What is collected is the same as above — a coordinate at most once a minute, recorded against the job being worked. It is used for dispatch (showing who is nearest an incoming job), for automatically marking a Team Member as arrived on site, and for the travel and arrival times shown on a job. It is visible only to people within the same Business Account who hold the relevant permission, is never sold, never shared with advertisers, and is not used to build a profile of anyone.
Stopping. Collection stops at clock-out — that is a hard stop in the app, not a setting, and it applies equally to a shift that ended automatically. It can also be switched off at any time in the app's own settings, or by withdrawing the Android permission, and switching it off stops collection immediately and permanently until it is turned on again. While it is running, Android displays a permanent notification saying so, which cannot be dismissed. We record when each Team Member turned this on or off, and which version of this wording they were shown; if we change what we collect, consent is asked for again rather than carried over.
Retention. Location pings are deleted automatically 90 days after they are recorded. The single coordinates attached to a clock-in or clock-out are part of the working-time record and are kept for as long as that record is (see Section 7).
11. Cookies & Tracking Technologies
We use strictly necessary cookies to keep you signed in and to protect your session, and (where enabled) analytics technologies to understand how the Service is used so we can improve it. For details on the specific cookies we use and how to control them, see our Cookie Policy.
12. Children's Privacy
The Service is intended for business use by adults and is not directed to children. We do not knowingly collect personal information from children under 16. If you believe a child has provided us with personal information, please contact us so we can delete it.
13. Changes to This Policy
We may update this Privacy Policy from time to time. If we make material changes, we will provide notice, such as by email to Business Account owners or a notice within the Service, before the changes take effect. The "Last updated" date above reflects the most recent revision.
14. Contact Us
Questions about this Privacy Policy, or requests relating to your personal data, can be sent to [SUPPORT EMAIL] or via our contact page, attention [CONTACT NAME]. This Policy is governed by the laws of [COUNTRY / GOVERNING LAW JURISDICTION].