Novara Cleaning ('we,' 'us,' or 'our') is committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our cleaning services, whether as a customer or independent contractor.

By engaging our services or accepting our independent contractor agreement, you acknowledge that you have read, understood, and agree to be bound by this Privacy Policy.

1. INFORMATION WE COLLECT

1.1 Customer Information

We collect the following information from customers:

• Contact Information: Name, email address, phone number, billing address, and service location address

• Property Information: Property type, size, access codes, gate codes, lockbox codes, special instructions, and pet information

• Payment Information: Credit card numbers, bank account information, billing history, and transaction records

• Service Information: Booking dates, service preferences, cleaning checklists, special requests, and service history

• Photos and Documentation: Before-and-after photos of cleaned areas for quality assurance and documentation purposes

• Communications: Email correspondence, text messages, phone call records, and customer feedback

• Device and Usage Information: IP address, browser type, operating system, and website usage patterns

1.2 Independent Contractor Information

We collect the following information from independent contractors:

• Personal Information: Legal name, date of birth, Social Security Number or Tax ID, driver's license, address, phone number, and email

• Professional Information: Work history, references, skills, certifications, and availability schedule

• Financial Information: Bank account details for direct deposit, earnings records, platform fee deductions, and tax documentation

• Insurance Information: Proof of liability insurance, policy numbers, coverage amounts, and expiration dates

• Location Data: GPS location tracking during service hours to verify job completion, arrival times, and service area coverage

• Performance Data: Job completion rates, customer ratings, quality assessments, timeliness metrics, and probationary period evaluations

• Photos and Documentation: Before-and-after photos submitted for all cleaning jobs as required by contractor agreement

• Communications: All communications with operations team, customers (as permitted), and support staff

• Disciplinary Records: Job abandonment incidents, suspension records, and termination information

2. HOW WE USE YOUR INFORMATION

2.1 Customer Information Usage

We use customer information to:

• Schedule, coordinate, and provide cleaning services

• Process payments and maintain billing records

• Communicate about services, appointments, and scheduling changes

• Verify service completion and quality through photo documentation

• Respond to customer inquiries, complaints, and service guarantee claims

• Prevent fraud, chargebacks, and unauthorized service modifications

• Maintain evidence for dispute resolution and legal proceedings

• Improve our services and customer experience

• Send promotional communications (with your consent)

2.2 Contractor Information Usage

We use contractor information to:

• Verify identity, qualifications, and eligibility to provide services

• Assign cleaning jobs and manage scheduling

• Process payments, deduct platform fees, and maintain earnings records

• Track GPS location to verify job attendance and completion

• Monitor performance during probationary period and ongoing operations

• Ensure quality standards through photo documentation review

• Enforce contractor agreements, including non-solicitation provisions

• Manage disciplinary actions for job abandonment or policy violations

• Comply with tax reporting and legal requirements

• Protect against client theft and contractor poaching

• Maintain evidence for contract enforcement and legal proceedings

3. GPS LOCATION TRACKING

GPS location tracking is a critical component of our service verification and contractor management system.

3.1 Contractor GPS Tracking

Independent contractors agree to GPS location tracking during scheduled service hours. We collect and use GPS data to:

• Verify arrival at customer locations and job completion

• Document time spent at service locations

• Optimize routing and service area coverage

• Investigate service disputes or complaints

• Protect against false claims and chargeback fraud

• Ensure contractor accountability and service quality

3.2 GPS Data Retention

GPS location data is retained for a minimum of four years to comply with evidence retention requirements and to protect against legal claims, chargebacks, and contract disputes.

4. PHOTO DOCUMENTATION

Before-and-after photos are mandatory for all cleaning services to ensure quality assurance, verify service completion, and protect against fraudulent claims.

4.1 Photo Collection and Usage

Photos are used for:

• Quality control and contractor performance evaluation

• Documentation of pre-existing conditions and completed work

• Protection against false damage claims and service disputes

• Evidence in chargeback disputes and legal proceedings

• Training and best practice demonstrations

• Marketing materials (only with explicit customer consent)

4.2 Photo Storage and Retention

All photos are timestamped and stored securely in our data management system. Photos are retained for a minimum of four years to comply with evidence retention requirements and legal defense obligations.

5. INFORMATION SHARING AND DISCLOSURE

5.1 Third-Party Service Providers

We may share information with trusted third-party service providers who assist us in operating our business:

• Payment processors for transaction processing

• Cloud storage providers for data backup and photo storage

• GPS and mapping services for location tracking

• Communication platforms for email, SMS, and messaging

• Accounting and payroll services for contractor payments and tax reporting

• Background check providers for contractor verification

5.2 Legal Requirements

We may disclose information when required by law or to:

• Comply with legal processes, subpoenas, or court orders

• Respond to law enforcement requests

• Protect our rights, property, and safety

• Enforce our Terms of Service and contractor agreements

• Prevent fraud, abuse, or illegal activities

• Defend against chargeback fraud and malicious claims

5.3 Business Transfers

In the event of a merger, acquisition, bankruptcy, or sale of assets, your information may be transferred to the successor entity as part of the business transaction.

6. DATA SECURITY

We implement industry-standard security measures to protect your information:

• Encryption of sensitive data in transit and at rest

• Secure cloud storage with redundant backups

• Access controls and authentication requirements

• Regular security audits and vulnerability assessments

• Employee training on data protection and confidentiality

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

7. DATA RETENTION

We retain personal information for as long as necessary to fulfill the purposes outlined in this Privacy Policy and to comply with legal obligations.

7.1 Retention Periods

• Customer Records: Active customer data retained indefinitely; inactive accounts retained for 4 years minimum

• Contractor Records: Retained for 7 years after termination for tax and legal compliance

• GPS Location Data: Retained for 4 years minimum for dispute resolution

• Photos and Documentation: Retained for 4 years minimum for evidence and quality assurance

• Payment Records: Retained for 7 years for tax and accounting purposes

• Communications: Retained for 4 years minimum for dispute resolution and compliance

• Legal Claims: Information related to legal disputes retained until final resolution plus applicable statute of limitations

7.2 Extended Retention for Legal Protection

We reserve the right to retain information beyond standard periods when necessary to protect our legal interests, defend against claims, enforce our agreements, or comply with legal obligations. This includes evidence related to chargebacks, fraud investigations, contract violations, and pending litigation.

8. YOUR RIGHTS AND CHOICES

8.1 Access and Correction

You have the right to access and update your personal information. Customers can update their account information through our platform or by contacting customer support. Contractors can update their profile information through the contractor portal.

8.2 Marketing Communications

You may opt out of promotional communications by following the unsubscribe instructions in emails or contacting us directly. However, you cannot opt out of service-related communications necessary for account management and service delivery.

8.3 Account Deletion

You may request account deletion by contacting us. However:

• Certain information must be retained for legal and tax compliance

• Evidence related to disputes, chargebacks, or legal claims will be retained

• Contractor information is retained per our retention schedule to enforce non-solicitation agreements

• GPS and photo documentation may be retained for evidence purposes

8.4 Limitations on Rights

Your rights may be limited when necessary to comply with legal obligations, enforce our agreements, protect against fraud, defend legal claims, or maintain evidence for ongoing or potential disputes.

9. COOKIES AND TRACKING TECHNOLOGIES

We use cookies and similar tracking technologies to:

• Maintain user sessions and authentication

• Remember user preferences and settings

• Analyze website usage and improve functionality

• Provide targeted marketing (with consent)

• Detect and prevent fraud or unauthorized access

You can control cookies through your browser settings, but disabling cookies may affect your ability to use certain features of our services.

10. CHILDREN'S PRIVACY

Our services are not intended for individuals under 18 years of age. We do not knowingly collect personal information from children. If we become aware that we have collected information from a child without parental consent, we will delete it promptly.

11. THIRD-PARTY LINKS

Our website or communications may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review their privacy policies before providing any information.

12. CALIFORNIA PRIVACY RIGHTS

California residents have additional rights under the California Consumer Privacy Act (CCPA):

• Right to Know: Request information about personal information collected, used, or shared

• Right to Delete: Request deletion of personal information (subject to legal exceptions)

• Right to Opt-Out: Opt out of the sale of personal information (we do not sell personal information)

• Right to Non-Discrimination: Not be discriminated against for exercising privacy rights

To exercise these rights, contact us using the information provided in Section 15. We will verify your identity before processing requests.

13. INTERNATIONAL DATA TRANSFERS

Your information may be transferred to and processed in countries other than your country of residence. These countries may have different data protection laws. By using our services, you consent to the transfer of your information to the United States and other countries where we operate.

14. CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this Privacy Policy at any time. Changes will be effective immediately upon posting the updated policy on our website with a new effective date. Your continued use of our services after changes constitutes acceptance of the updated policy. We encourage you to review this Privacy Policy periodically.

15. CONTACT INFORMATION

If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Email: privacy@novaracleaning.com

16. ACKNOWLEDGMENT AND CONSENT

By using Novara Cleaning's services, booking appointments, or accepting our independent contractor agreement, you acknowledge that you have read, understood, and agree to this Privacy Policy.

You specifically consent to:

• Collection and use of personal information as described

• GPS location tracking during service hours (contractors)

• Photo documentation of service locations

• Long-term data retention for legal protection

• Sharing information with service providers and as legally required

• Use of information to prevent fraud and enforce agreements

This Privacy Policy is effective as of the date shown above and supersedes all previous versions.