Privacy Policy

The Local Company is a UAE-based home services platform that enables customers to discover and book professional services at their homes or other eligible locations.

Our services may include cleaning, home maintenance, electrical services, plumbing, AC services, salon and wellness services, healthcare-related services, deep cleaning, pest control, laundry, handyman services, and other services offered through the Platform.

The Local Company may operate through its website, mobile applications, customer-support channels, and other digital platforms.

Depending on how you use our Platform, we may collect the following categories of information.

A. Personal and Contact Information

When you create an account, make a booking, or contact us, we may collect:

• Full name
• Mobile number
• Email address
• Billing information
• Service address
• Location details
• Account login information
• Other information you voluntarily provide

B. Booking and Service Information

When you book or use a service, we may collect information such as:

• Service selected
• Booking date and time
• Service location
• Service preferences
• Special instructions
• Booking history
• Service professional assigned
• Customer requests and complaints
• Ratings and reviews
• Information relating to service issues or claims

C. Payment Information

When you make a payment through the Platform, payment-related information may be processed by our payment service providers. Depending on the payment method, we may receive information such as:

• Payment status
• Transaction reference
• Payment amount
• Payment method
• Limited payment or card information

We generally do not store complete payment card details when payment processing is handled by third-party payment providers.

D. Location Information

If you enable location services, we may collect location information to:

• Identify services available in your area.
• Determine service coverage.
• Help professionals locate the service address.
• Provide real-time tracking where available.
• Improve service delivery.
• Support customer safety and service operations.

You may be able to control location permissions through your device settings. Certain location-based features may not function properly if location access is disabled.

E. Device and Technical Information

When you access our website or application, certain technical information may be collected automatically, including:

• IP address
• Device type
• Operating system
• Browser type
• Application version
• Device identifiers
• Language preferences
• Time zone
• Approximate location
• Login information
• Usage information
• Error and diagnostic information

F. Communications

If you contact us through phone, email, SMS, WhatsApp, in-app chat, social media, or other channels, we may retain relevant communication records to respond to your request, provide support, investigate complaints, and improve our services.

G. Reviews, Ratings and Feedback

If you submit a review, rating, photograph, comment, or other feedback, we may collect and use that information in accordance with this Privacy Policy and our Terms & Conditions.

We may use your personal information for legitimate business and service-related purposes, including:

Providing Our Services

We use your information to:

• Create and manage your account.
• Process bookings.
• Schedule appointments.
• Match you with suitable service professionals.
• Provide services at your requested location.
• Send booking confirmations and reminders.
• Enable professional tracking where available.
• Process payments.
• Provide customer support.
• Manage cancellations and refunds.

Improving Our Services

We may use information about how customers interact with our Platform to:

• Improve our website and mobile application.
• Improve service quality.
• Understand customer preferences.
• Develop new services.
• Monitor service performance.
• Identify technical issues.
• Improve customer experience.

Safety and Security

We may process information to:

• Verify accounts and transactions.
• Detect fraud or suspicious activity.
• Protect customers, professionals, employees, and our Platform.
• Investigate complaints or disputes.
• Prevent misuse of our services.
• Comply with applicable laws and regulatory requirements.

Communications and Marketing

With your consent where required by applicable law, we may use your contact information to send:

• Promotional offers.
• Discounts.
• Service recommendations.
• New service announcements.
• Surveys.
• Marketing communications.

You may opt out of promotional communications at any time by following the unsubscribe instructions provided in the communication or contacting us. Please note that you may continue to receive essential service-related communications even after opting out of marketing communications.

We may use cookies, pixels, SDKs, and similar technologies to operate and improve our Platform. These technologies may help us:

• Keep you signed in.
• Remember your preferences.
• Understand how visitors use our website.
• Improve website performance.
• Measure advertising campaigns.
• Provide relevant content and communications.
• Detect fraudulent or unusual activity.

You may be able to control cookies through your browser or device settings. Disabling certain cookies may affect the functionality of some parts of the Platform.

We do not sell your personal information to third parties for their independent marketing purposes. We may share information with selected third parties where necessary to provide our services or operate our business. These may include:

Service Professionals

We may provide relevant customer information to the professional assigned to your booking, such as:

• Customer name.
• Service location.
• Contact information where necessary.
• Booking details.
• Service instructions.

Only information reasonably necessary to fulfil the service should be shared.

Payment Service Providers

We may share payment-related information with trusted payment processors to process transactions securely.

Technology and Service Providers

We may work with third-party providers that support:

• Cloud hosting.
• Website and application infrastructure.
• Customer support.
• Communication services.
• Analytics.
• Payment processing.
• Security.
• Notifications.
• GPS/location functionality.
• Software and technical operations.

These providers may process information on our behalf and are expected to maintain appropriate security and confidentiality measures.

Legal and Regulatory Authorities

We may disclose personal information where required or permitted by applicable law, regulation, court order, legal process, or governmental request.

Business Transfers

If The Local Company is involved in a merger, acquisition, restructuring, sale of assets, financing, or similar business transaction, personal information may be transferred as part of that transaction, subject to applicable law and appropriate safeguards.

Because The Local Company facilitates home services, certain customer information must be shared with the professional providing the service. For example, a professional may need your:

• Name.
• Service address.
• Booking time.
• Service requirements.
• Contact information necessary to coordinate the appointment.

Professionals are expected to use customer information only for legitimate service-related purposes and to maintain appropriate confidentiality. Customers should avoid providing unnecessary sensitive or personal information to service professionals.

Certain features of our Platform may require access to location information. For example, we may use location information to provide:

• Service availability based on your location.
• Professional navigation.
• Real-time professional tracking.
• Estimated arrival information.
• Service-location verification.

Location information may be collected through your device, GPS, network information, or other technologies. You can manage location permissions through your device settings. However, disabling location access may prevent certain features from functioning correctly.

Certain services offered through the Platform may involve information that could be considered sensitive or require additional protection, including information relating to health, wellness, or personal circumstances. Where such information is required to provide a service, we will seek to collect and process only information reasonably necessary for that purpose and in accordance with applicable laws.

We encourage customers not to provide unnecessary sensitive personal information through general booking forms, chats, reviews, or other communication channels. Where a particular service requires additional privacy notices, consent, or terms, those requirements may apply in addition to this Privacy Policy.

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

• Provide our services.
• Maintain customer accounts.
• Complete transactions.
• Resolve disputes.
• Handle complaints.
• Prevent fraud and misuse.
• Meet legal, regulatory, accounting, or reporting requirements.
• Protect our legal rights.

When personal information is no longer required, we may securely delete, anonymise, or otherwise dispose of it in accordance with applicable law and our internal data-retention practices.

We take reasonable technical and organisational measures to protect personal information against:

• Unauthorized access.
• Loss.
• Misuse.
• Alteration.
• Disclosure.
• Destruction.
• Unauthorized processing.

Security measures may include access controls, authentication, encryption, monitoring, secure infrastructure, and other appropriate safeguards. However, no method of electronic transmission or storage can be guaranteed to be completely secure.

You are responsible for keeping your account credentials confidential and should notify us immediately if you believe your account has been accessed without authorization.

Some of our technology providers, payment processors, cloud service providers, or other business partners may process information outside the United Arab Emirates. Where personal information is transferred across borders, we will take reasonable steps to ensure that the transfer and processing are carried out in accordance with applicable data-protection laws and appropriate safeguards.

Subject to applicable law and any relevant exceptions, you may have rights regarding your personal information, including the right to:

• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information where legally permitted.
• Request information about how your personal information is processed.
• Object to certain processing activities where applicable.
• Withdraw consent where processing is based on consent.
• Request restriction of certain processing activities where applicable.
• Request information about relevant third parties with whom your information is shared, where legally applicable.

To exercise a privacy-related right, please contact us using the details provided below. We may need to verify your identity before processing certain requests.

You may receive promotional communications from us if you have opted in or where permitted by applicable law. You can unsubscribe from marketing communications at any time by:

• Using the unsubscribe option in an email.
• Adjusting available communication preferences in your account.
• Contacting our customer-support team.

Opting out of marketing communications will not prevent us from sending important communications relating to your bookings, payments, account, security, or services.

Our Platform may contain links to third-party websites, applications, payment providers, social media platforms, or other services. If you access a third-party service, that service may collect and process your information according to its own privacy policy.

The Local Company is not responsible for the privacy practices, content, or security of third-party services that we do not control. We encourage you to review the privacy policy of any third-party service before providing personal information.

Our Platform is intended for use by adults who are legally capable of entering into agreements and booking services. We do not knowingly collect personal information from children for independent use of our Platform.

If you believe that a child has provided personal information to us without appropriate authorization, please contact us so that we can take appropriate action.

If you create an account with The Local Company, you are responsible for keeping your login credentials secure. Please:

• Use a strong and unique password.
• Do not share your password with others.
• Log out from shared devices.
• Notify us if you suspect unauthorized access.

We will never ask you to disclose your account password through an unsolicited communication.

We may process information to detect, investigate, and prevent:

• Fraudulent bookings.
• Payment fraud.
• Account abuse.
• Fake reviews.
• Unauthorized account access.
• Promotional abuse.
• Other activities that may harm customers, professionals, or The Local Company.

Where permitted by law, we may use automated systems and other technologies to identify suspicious activity.

We may update this Privacy Policy from time to time to reflect:

• Changes to our services.
• Changes to our technology.
• Changes in applicable laws.
• Changes in our data-processing practices.
• Improvements to our privacy and security measures.

When we make changes, we will update the “Last Updated” date at the top of this Privacy Policy. Where required by applicable law, we may provide additional notice or obtain consent for material changes.

Your continued use of the Platform after the updated Privacy Policy becomes effective will constitute acknowledgement of the updated policy, to the extent permitted by applicable law.

If you have questions, concerns, complaints, or requests regarding this Privacy Policy or the way we handle personal information, please contact us:

The Local Company Meydan Grandstand, 6th Floor Meydan Road, Nad Al Sheba Dubai, United Arab Emirates

Phone: +971 55 102 3541 Email: info@thelocal-company.com

You can also contact us if you believe your personal information has been handled in a manner that does not comply with this Privacy Policy or applicable data-protection requirements.

This Privacy Policy shall be interpreted in accordance with the applicable laws and regulations of the United Arab Emirates relating to privacy and personal data protection.

The UAE has a federal personal data protection framework under Federal Decree-Law No. 45 of 2021 concerning the Protection of Personal Data, alongside other applicable federal and local laws and regulations.

Where applicable, additional data-protection requirements may apply depending on the location of the customer, the nature of the service, the type of information processed, and the legal structure or operating location of the relevant entity.