Privacy Policy

1. Introduction

Subser LLC ("we," "us," or "our") respects your privacy and is committed to protecting your personal data. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our job scheduling platform ("the Service").

This policy applies to all users of our Service, including service providers ("Pros") and their customers ("End Customers"). Please read this policy carefully. By using the Service, you consent to the data practices described in this policy.

2. Information We Collect

2.1 Information You Provide

We collect information you provide directly to us, including:

• Account Information: Name, email address, phone number, password, business name, and profile information
• Service Information: Service types, pricing, availability, and business descriptions
• Customer Data: Names, contact information, addresses, and service notes for your customers
• Job Information: Appointment details, service notes, and job history
• Payment Information: Billing address and payment method details (processed by Stripe)
• Photos: Images you attach to jobs or tasks, and your business logo
• Voice Recordings: Voice notes you record in the mobile app, which are transcribed into tasks and line items
• Communications: Messages, feedback, and support requests

2.2 Information Collected Automatically

When you use the Service, we automatically collect certain information:

• Device Information: Device type, operating system, browser type, and unique device identifiers
• Usage Information: Pages visited, features used, actions taken, and time spent on the Service
• Location Information: GPS coordinates, IP-based location, and geofence data (with your permission)
• Log Data: IP address, access times, error logs, and referring URLs
• Push Notification Tokens: The registration token your device is issued for push notifications (Apple Push Notification service on iOS, Firebase Cloud Messaging on Android), stored against your account so we can notify you
• Crash and Diagnostic Reports: From the Android app, crash type, device model, OS and app version, and an installation identifier (see Section 5.8)
• Product Analytics: Screens viewed and actions taken in the web and mobile apps, linked to your account, collected with PostHog (see Section 5.2)
• Advertising Measurement: On the web, the Meta Pixel records page views and sign-up steps. In the iOS app, if you allow it, the Meta SDK records the app install, app opens and completed owner sign-up with your device's advertising identifier. We use this only to measure whether our own ads work (see Sections 5.2 and 10).

2.3 Information from Third Parties

We may receive information from third parties, including:

• Authentication Providers: If you sign in through Google or other providers
• Payment Processors: Transaction status and payment verification from Stripe
• Mapping Services: Address validation and geocoding from Mapbox, and from Google Maps Platform (Maps SDK and Places) in the Android app

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve the Service
• Process appointments, jobs, and payments
• Send transactional notifications (appointment confirmations, reminders, status updates)
• Enable real-time location tracking and ETA calculations
• Optimize routes and provide navigation assistance
• Communicate with you about the Service, updates, and promotions
• Respond to your comments, questions, and support requests
• Detect, prevent, and address technical issues and security threats
• Analyze usage patterns to improve user experience
• Comply with legal obligations

4. Location Data

Location data is a key feature of our Service. We collect and use location data as follows:

4.1 For Pros

• Share your live location with your customer while you are en route to their job, so they can see your position and ETA on their tracking page
• Optimize routes between job locations
• Detect arrival at job sites (geofencing)
• Generate activity reports and mileage tracking

4.2 For End Customers

• Display Pro location and ETA on tracking pages
• Validate service addresses

4.3 When Location Is Collected

In the mobile app, location sharing for a job begins only when you explicitly start it by marking yourself en route, and it ends automatically when you arrive or when the job leaves the en-route state. While a share is active, location updates continue when the app is in the background or your phone is locked, so that tracking keeps working while you drive; iOS displays its location indicator the entire time. We do not collect your location when no job share is active.

4.4 Your Choices

You can control location sharing through your device settings or account preferences. On iOS, go to Settings > Privacy & Security > Location Services > Subser. Disabling location services may limit certain features of the Service, including customer-facing arrival tracking and the route map.

5. Mobile Application

This section describes practices specific to the Subser mobile app for iOS.

Sections 5.2 and 5.4 through 5.9 also cover the Subser app for Android: 5.2 and any heading that says "Both Mobile Apps" apply to both, and the rest are Android-specific.

5.1 Device Permissions

The app asks for the following permissions, always at the point you first use the feature that needs them. You can decline any of them, or change your mind later in iOS Settings; the rest of the app continues to work.

• Location (While Using the App): To share your live position with your customer while you are en route to a job, and to show your jobs on the route map. See Section 4 for details, including background behavior.
• Camera: To take photos you attach to jobs and tasks, and to upload your business logo
• Photo Library: To choose existing photos for the same purposes
• Microphone: To record voice notes, which are transcribed into tasks and estimate line items

5.2 Analytics and Advertising Measurement (Both Mobile Apps)

Product analytics (iOS and Android). Both apps use PostHog to understand how the Service is used: which screens you view and which actions you take, with identifiers, statuses, counts and amounts. These events are linked to your account (user ID, email, role and business). Session recording and automatic capture of taps are turned off, and we do not send the contents of your jobs, notes, messages or customer records. We use this data only to improve the Service.

Advertising measurement (iOS only). The iOS app includes the Meta SDK so we can tell which of our own ads led people to install Subser and create a business account. It records the app install, app opens and a completed owner sign-up. When a new business owner finishes signing up, iOS asks whether Subser may track their activity. If you allow it, these events are sent to Meta with your device's advertising identifier, which counts as tracking under Apple's rules. If you decline, iOS withholds that identifier and Meta receives only aggregated, anonymized attribution through Apple's SKAdNetwork. You can change your choice at any time in iOS Settings under Privacy & Security, then Tracking. Crew members are never asked, and the Android app does not include the Meta SDK.

We never send your jobs, customers, payments, photos or messages to Meta, we do not sell your personal information, and we do not show ads inside the app.

5.3 Deleting Your Account from the App

You can delete your account directly in the app at any time: open the account menu and choose Account, then Delete Account. This permanently deletes your account, cancels any subscription, and removes your public booking page. See Section 9.3 for how deletion is handled and what may be retained.

5.4 Android App Permissions

The Subser app for Android asks for the following permissions, always at the point you first use the feature that needs them, never when the app starts. You can decline any of them, or change your mind later in Android Settings; the rest of the app continues to work.

• Location (Precise and Approximate, while using the app): To share your live position with your customer while you are en route to a job, and to show your jobs on the route map. See Sections 4 and 5.6.
• Notifications: To send you job, booking, and payment alerts, and to show the ongoing notification while you are sharing your location en route. See Section 5.5.
• Camera: To take photos you attach to jobs and tasks, and to upload your business logo
• Microphone: To record voice notes, which are transcribed into tasks and estimate line items. See Section 5.7 for how long the recordings are kept.

The Android app does not ask for access to your photo library, your contacts, your calendar, your text messages, or your call history. To attach an existing photo it uses the Android system photo picker, which hands the app only the pictures you pick and needs no permission. It does not request background location access.

5.5 Google Services in the Android App

The Android app uses the following Google services as our service providers. They process data on our behalf and under our instructions; we do not sell your data to them or to anyone else.

• Firebase Cloud Messaging: Delivers push notifications to your device. Your device is issued a registration token, which we store against your account so we can send you notifications, and which we delete when you sign out or delete your account. The notification text itself passes through Google's servers on the way to your device.
• Google Maps Platform (Maps SDK and Places API): Draws the route map and suggests addresses as you type them. Map and address lookups send location and search text to Google. Google's handling of that data is governed by the Google Privacy Policy.
• Firebase Crashlytics: Reports crashes and errors. See Section 5.8.

5.6 Location Sharing While En Route (Android)

When you tap "Mark En Route" on a job, the Android app shares your live position with that job's customer, including while the app is in the background or your screen is off. Android calls this a foreground service: while it is running, the app shows a notification you cannot dismiss, so it is always visible that your location is being shared. Sharing starts only when you tap "Mark En Route" and stops as soon as you arrive at the job or end the job, and you can stop it at any time from that notification. Your position is shared with that one customer's tracking page and is not shared with other customers, other Pros, advertisers, or data brokers. See Section 4 for retention.

5.7 Voice Recordings (Both Mobile Apps)

When you record a voice note in the mobile app, the audio is uploaded to our servers and transcribed into tasks and estimate line items. We keep the audio recording for 90 days and then delete it automatically. The text transcribed from it is part of the job or estimate it created and is kept with that record. We do not use your voice recordings to train advertising or profiling systems, and we do not share them with third parties other than the transcription service that processes them for us.

5.8 Crash Reports and Diagnostics

The Android app uses Firebase Crashlytics to report crashes and errors so we can fix them. A crash report contains the state of the app at the moment it failed: the type of crash, where in the code it happened, your device model, operating-system version, app version, and an installation identifier. It does not contain your job, customer, photo, or voice data, and it is not used for advertising.

5.9 Deleting Your Account from the Android App or the Web

You can delete your account in the Android app the same way as on iOS: open the account menu and choose Account, then Delete Account. You can also delete it from any browser, without installing the app, on the account deletion page. Both paths do the same thing and are described in Section 9.3.

6. How We Share Your Information

We may share your information in the following circumstances:

6.1 Between Pros and End Customers

When an End Customer books a service, their contact information and service details are shared with the Pro. Pros' business information and, during active jobs, their real-time location may be shared with End Customers.

6.2 With Service Providers

We share information with third-party service providers who assist us in operating the Service:

• Stripe: Payment processing
• Amazon Web Services (AWS): Cloud hosting and authentication (Cognito)
• Mapbox: Mapping, geocoding, and route optimization
• Pingram: SMS notifications
• SendGrid: Email delivery
• Vercel: Website hosting and analytics
• Sentry: Error monitoring
• Google (Firebase Cloud Messaging): Push notification delivery to Android devices
• Google Maps Platform: Maps, address autocomplete (Places), and geocoding in the Android app
• Google (Firebase Crashlytics): Crash and error reporting for the Android app
• PostHog: Product analytics in the web and mobile apps
• Meta Platforms: Measuring our own advertising, through the Meta Pixel on the web and, if you allow tracking, the Meta SDK in the iOS app

6.3 For Legal Reasons

We may disclose information if required by law, subpoena, or other legal process, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

6.4 Business Transfers

If Subser is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any change in ownership or uses of your personal information.

7. Data Retention

We retain your information for as long as your account is active or as needed to provide the Service. We may also retain certain information as required by law or for legitimate business purposes:

• Account data: Retained while your account is active, deleted within 90 days of account closure
• Job and transaction records: Retained for 7 years for tax and legal compliance
• Location data: Retained for 90 days, then aggregated or deleted
• Usage logs: Retained for 1 year for security and analytics
• Voice recordings: Audio is deleted automatically 90 days after it is recorded; the text transcribed from it is kept with the job or estimate it created
• Push notification tokens: Deleted when you sign out of the device or delete your account
• Crash reports: Retained by Firebase Crashlytics for up to 90 days

8. Data Security

We implement appropriate technical and organizational measures to protect your personal data:

• Encryption of data in transit (TLS/SSL) and at rest
• Secure authentication through AWS Cognito
• Regular security assessments and penetration testing
• Access controls and audit logging
• PCI-DSS compliant payment processing through Stripe

While we strive to protect your information, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security.

9. Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal data:

9.1 Access and Portability

You can access your personal data through your account settings. You may request a copy of your data in a portable format by contacting us.

9.2 Correction

You can update your account information at any time through your account settings. For other corrections, please contact us.

9.3 Deletion

You can delete your account and personal data yourself at any time in the mobile app (account menu > Account > Delete Account), or by contacting us at ben@subser.com. Deleting your account cancels your subscription and removes your public booking page. Some data may be retained as required by law or for legitimate business purposes.

You can also delete your account from any browser, without installing an app, on the account deletion page. All three paths do the same thing: your sign-in, business profile, services, availability, saved customer contacts and public booking page are deleted, and your subscription is canceled. If you subscribed through the App Store or Google Play, cancel the subscription with that store as well — deleting your Subser account does not stop the store from charging you.

What we keep, and why: invoices, payments and job records are retained for seven years because tax and accounting law requires it, and we may retain limited records longer where needed for security, fraud prevention, or to comply with a legal obligation. None of that retained data is used to contact you or to market to you after deletion. Accounts created for crew members by a business owner are deleted by that owner from their Team settings; if you are a crew member and cannot reach your owner, email us at ben@subser.com and we will delete your account for you.

9.4 Marketing Communications

You can opt out of marketing emails by clicking "unsubscribe" in any marketing email or updating your notification preferences. Note that you cannot opt out of transactional communications related to your use of the Service.

9.5 Do Not Track

Browsers do not handle Do Not Track signals consistently, so the Service does not change its behavior in response to them. You can limit advertising measurement as described in Sections 5.2 and 10.

10. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Essential Cookies: Required for authentication and core functionality
• Analytics Cookies: Help us understand how the Service is used (Vercel Analytics and PostHog)
• Performance Cookies: Monitor and improve Service performance
• Advertising Measurement: The Meta Pixel sets a cookie and reports page views and sign-up steps to Meta, so we can measure whether our own ads lead to sign-ups

You can control cookies through your browser settings, including blocking third-party cookies, and manage how Meta uses this data in your Meta ad preferences. Disabling cookies may affect the functionality of the Service.

11. SMS / Text Message Communications

SMS notifications on the Service are sent by Subser. When you provide your phone number and opt in to SMS notifications while booking an appointment through the Subser platform, Subser may send you text messages about your appointment, including appointment confirmations, reminders, status and ETA updates, and invoice or payment notifications. Messages may reference the business you booked with, but all messages are sent by Subser through Subser's own SMS messaging program. Service providers ("Pros") on the platform do not operate their own text messaging programs through the Service.

By providing your phone number and opting in, you agree to receive SMS notifications from Subser regarding your appointments. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out. Reply HELP for help. We will not share mobile information with third parties for promotional or marketing purposes.

We will not share your opt-in to an SMS campaign with any third party for purposes unrelated to providing you with the services of that campaign. We may share your Personal Data, including your SMS opt-in or consent status, with third parties that help us provide our messaging services, including but not limited to platform providers, phone companies, and any other vendors who assist us in the delivery of text messages.

12. Children's Privacy

The Service is not intended for children under 18 years of age. We do not knowingly collect personal information from children under 18. If we learn we have collected personal information from a child under 18, we will delete that information promptly.

13. California Privacy Rights

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA):

• Right to know what personal information is collected, used, and shared
• Right to delete personal information
• Right to opt out of the sale or sharing of personal information. We do not sell personal information. Using the Meta Pixel and, with your permission, the Meta SDK to measure our ads may count as "sharing" for cross-context behavioral advertising under California law; you can opt out by emailing us at the address below.
• Right to non-discrimination for exercising your privacy rights

To exercise these rights, contact us at ben@subser.com.

14. International Data Transfers

Your information may be transferred to and maintained on servers located outside of your state, province, country, or other governmental jurisdiction where data protection laws may differ. If you are located outside the United States, please note that we process data in the United States.

For users in the European Economic Area (EEA), we rely on Standard Contractual Clauses approved by the European Commission for data transfers.

15. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. For material changes, we will provide notice through the Service or by email.

We encourage you to review this Privacy Policy periodically for any changes. Your continued use of the Service after any modifications indicates your acceptance of the updated policy.

16. Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us: