Privacy Policy

1. Who we are

HYRme Ltd is the data controller for the personal information described in this policy. HYRme is an online marketplace in the UK that connects people who need everyday tasks done (clients) with local service providers (HYRs).

Contact us through our contact page.

2. Information we collect

• Account details: name, email address, phone number and password stored as a secure hash.
• Profile details: display name, photo, bio, skills, hourly rate, location or postcode, availability and portfolio.
• Task details: title, description, address or location, postcode, dates and photos.
• Messages and images shared through the service.
• Payment information: Stripe handles payments; we hold amounts, payment status and Stripe reference IDs.
• Identity verification status, reviews, cancellations and reliability statistics.
• Support and feedback messages.
• Device and usage information, including IP address, browser and pages visited when analytics is allowed.
• Notification preferences and push subscription details.

3. Purposes and lawful bases

4. Accounts and profiles

A HYR's public profile can show their display name, photo, bio, skills, hourly rate, general location, rating, reviews, reliability badge, portfolio and verification badge. HYR profile details are also held in a search index provided by Algolia so clients can find HYRs.

5. Bookings and tasks

Tasks contain a location and postcode. We use postcodes.io to convert postcodes to approximate coordinates so we can show distance. A HYR assigned to a task sees the address needed to do the job.

For in-person tasks, the app may ask the client and HYR to share their device location (GPS) when they arrive, to confirm that both are at the task location. This happens only when you choose to confirm and is used for that task only.

6. Payments

Stripe processes card payments and subscriptions. Stripe Connect handles HYR payouts and collects the payout and identity details required by law for Connect accounts. Card details are entered directly into Stripe and never reach HYRme's servers. Stripe may use cookies and device information for fraud prevention.

7. Identity verification (Stripe Identity)

HYRs may be asked to verify their identity. Stripe collects a photo ID document and a selfie through its own secure flow and may use facial recognition technology to compare them. Stripe processes this information under its privacy policy.

HYRme does not receive or store your document images, selfie, date of birth or ID number. We store only the verification session reference, its status and whether you are verified, which is shown as a badge.

30 days after you delete your account, we ask Stripe to redact your identity verification. This deletes the contents of your ID document and selfie images and replaces the personal details from the check with placeholders. Redaction can take up to four days to complete at Stripe. Stripe keeps a redacted record of the verification and may retain limited information where the law requires or permits, for example for legal compliance or fraud prevention, under Stripe's own privacy policy. HYRme keeps only the verification session reference, its status and dates.

8. Messages and images

We store messages to provide messaging between users. Images uploaded to chats, portfolios and tasks are stored with Cloudinary. HYRme admins may review conversations when investigating disputes, safety concerns or reports of misuse.

9. Cancellations and your reliability score

We record cancellations you make as a HYR, including their date, reason and task status, alongside jobs completed. Every HYR starts each calendar month at 100. The first two HYR cancellations that month are free; each further HYR cancellation reduces the score by 5, to a minimum of 0. The count resets each month. Client cancellations never affect a HYR's score. A one-hour grace period after acceptance allows penalty-free cancellation.

Your score and badge appear on your HYR profile for clients to see. Detailed cancellation counts are visible only to you and HYRme admins. The score affects the reliability badge and trust signals clients see; it does not automatically suspend or remove accounts.

Patterns such as repeated cancellations between the same people or many cancellations in a short period are flagged automatically for review by a human HYRme admin. No decision with legal or similarly significant effect is made solely by automated means. To challenge a score or ask for a correction, use our contact page.

10. Fraud prevention and security

We use request rate limits, failed-login records that can temporarily lock an account after repeated failed attempts, secure session cookies, Stripe fraud signals and admin review of reported misuse.

11. Cookies and Meta Pixel

Strictly necessary cookies are always on. Optional functional, analytics and advertising cookies require your consent. The Meta Pixel loads only if you allow Advertising/Marketing cookies and helps us measure ads. We do not send your name or email to Meta through advanced matching.

Read our Cookie Policy or change your choice at any time:

12. Who we share data with

We use the following service providers:

We also share information with other users as described above, and with authorities where required by law. We do not sell your personal information.

13. International transfers

Some of our service providers are based outside the UK, including in the United States. Where personal information is transferred outside the UK, we rely on the safeguards permitted by UK data protection law, such as adequacy regulations (including the UK-US data bridge where the provider is certified) or the International Data Transfer Agreement / UK Addendum to the EU standard contractual clauses. You can contact us for more information.

14. How long we keep information

Payment and tax records are kept for the period required by UK law. When information is no longer needed, we delete or anonymise it.

15. Deleting your account and downloading your data

In Account Settings → Privacy & Data, choose Download My Data for a JSON copy of your data, including your profile, tasks, applications, messages, reviews, payments, notifications, cancellation and reliability history, identity verification status and more. Passwords, security tokens and internal fraud-review notes are excluded; you can request information about these by email.

Deleting your account in Account Settings requires your email address and password. The process deletes your password and sessions, notification settings and push subscriptions, portfolio, availability, favourites, notifications, task photos, feedback, credits and achievements, failed-login records and HYR search listing.

It anonymises your name, email, phone, profile details and location. Your messages are replaced with "[Message deleted]"; open and cancelled tasks are anonymised, application messages are removed, and addresses are removed from completed tasks. Active tasks you were assigned to as a HYR are reopened for other HYRs.

For legal, financial, safety or fraud-prevention needs, we keep payment and invoice records, subscription history, completed task records, reviews (shown as written by "Deleted User"), disputes and evidence, cancellation and reliability records, identity verification session records, and reference IDs held with Stripe. 30 days after deletion we ask Stripe to redact your identity verification (see section 7). Other Stripe account data and images already stored with our image provider are not removed automatically. Use our contact page to request their removal.

16. Your rights

Under UK data protection law, you can request access, rectification, erasure, restriction of processing and data portability. You can object to processing based on legitimate interests, withdraw consent at any time through Cookie Settings or your notification settings, and exercise rights relating to automated decision-making.

Use our contact page to exercise your rights. We respond within one month, although this can be extended in some cases.

17. Complaints

You can complain to the Information Commissioner's Office through its complaints service or by calling 0303 123 1113. We'd appreciate the chance to address your concerns first.

18. Contact us

Please use our contact page.

19. Changes to this policy

We'll update this page and its last-updated date when this policy changes. For significant changes, we'll tell you by email or in the app, and we may ask for your cookie choices again.