Neatly provides premium property care services in Dubai, United Arab Emirates. This Privacy Policy explains what personal information we collect, how we use it, who we share it with, and the choices you have. It applies to our website (www.neatly.ae), our client portal, and the services we provide.
By using our website, portal, or services, you agree to the practices described in this Policy.
1. Information We Collect
We collect information you provide to us and information generated through your use of our services.
Information you provide:
- Account details: your name, email address, phone number, and password (passwords are stored in encrypted/hashed form and are never visible to us).
- Property and service details: addresses, unit information, access instructions, service preferences, and booking details needed to deliver property care.
- Payment information: processed securely by our payment provider (see Section 4). We do not store full card numbers on our systems.
- Communications: messages, requests, and feedback you send to us.
Information collected automatically:
- Usage data: pages visited, features used, and actions taken in our website and portal.
- Device and log data: IP address, browser type, and similar technical information.
- Cookies and similar technologies, including analytics (see Section 6).
Information from third parties:
- If you sign in using Google, we receive your name and email address from Google to create and access your account. We do not receive your Google password.
2. How We Use Your Information
We use your information to:
- Create and manage your account and authenticate your sign-in (including Google sign-in).
- Schedule, deliver, and manage property care services and bookings.
- Process payments, issue invoices, and maintain financial records.
- Communicate with you about your account, bookings, service updates, and support requests.
- Improve our website, portal, and services.
- Comply with legal, tax, and regulatory obligations in the United Arab Emirates.
3. Legal Basis and Consent
We process your information to perform our contract with you (providing the services you request), to comply with legal obligations, for our legitimate business interests, and where you have given consent. You may withdraw consent at any time where processing is based on consent.
4. How We Share Your Information
We do not sell your personal information. We share it only as needed to operate our services:
- Service providers who help us run our business, including:
- Our cloud infrastructure and database provider, which hosts your account and service data.
- Our payment processor, which securely handles card payments and billing.
- Our email delivery provider, used to send you account, booking, and service emails.
- Analytics providers, used to understand and improve how our services are used.
- Our service crews and partners, only to the extent needed to deliver the property care you have booked.
- Authorities or advisors where required by law, regulation, legal process, or to protect our rights, property, or safety, or those of others.
Where service providers process data on our behalf, they are bound to use it only for the purposes we specify and to protect it appropriately.
5. International Transfers
We operate primarily in the United Arab Emirates. Some of our service providers may process data in other countries. Where information is transferred outside the UAE, we take steps intended to ensure it remains protected in line with applicable law.
6. Cookies and Analytics
We use cookies and similar technologies to operate our website, remember your preferences, and measure usage. We use analytics tools (including Google Analytics) to understand how our website and portal are used. You can control cookies through your browser settings; disabling some cookies may affect how the website functions.
7. Data Retention
We keep your personal information for as long as your account is active and as needed to provide our services. We retain certain records (such as invoices and financial records) for longer where required to meet legal, tax, and accounting obligations in the UAE. When information is no longer needed, we take steps to delete or anonymise it.
8. Your Rights
Subject to applicable UAE law, you may have the right to:
- Access the personal information we hold about you.
- Request correction of inaccurate or incomplete information.
- Request deletion of your information.
- Object to or request restriction of certain processing.
- Withdraw consent where processing is based on consent.
To exercise any of these rights, contact us at the address in Section 11. We will respond in accordance with applicable law.
9. Data Security
We use technical and organisational measures intended to protect your information, including encryption in transit, encrypted/hashed password storage, access controls, and role-based access to our systems. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.
10. Children's Privacy
Our services are intended for adults. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take appropriate steps to remove it.
11. Contact Us
If you have questions about this Privacy Policy or how we handle your information, contact us at:
12. Changes to This Policy
We may update this Privacy Policy from time to time. When we do, we will revise the "Last updated" date above and, where appropriate, notify you. Your continued use of our services after changes take effect constitutes acceptance of the updated Policy.