Privacy & cookie policy

Contents

1. Who we are
2. What we collect
3. Why we use it and our legal basis
4. Automated matching and pricing
5. Who we share it with
6. International transfers
7. How long we keep it
8. Your rights
9. Security
10. Cookies and similar storage
11. Changes to this policy

1. Who we are

Pronto Service Group is the controller of your personal data. We operate in Ireland and Bulgaria under the EU General Data Protection Regulation (GDPR), and in the United Kingdom under the UK GDPR and the Data Protection Act 2018.

For anything about your personal data, use our contact form and choose “Privacy or data request”.

2. What we collect

When you request a quote or book a job:

• your name, phone number, email address and the address of the job (town, postcode and street);
• the job details you give us: the service, description, size, timing and photos;
• the quotes you are shown, the one you accept, messages, reviews and the history of each job;
• your account details, saved addresses and notification preferences;
• payment records: amount, method, reference and status. Card details are handled by our payment provider; Pronto never sees or stores your full card number.

When you apply to become a pro:

• your name, email, phone, services, areas, hourly rate, years of experience and a short bio;
• your licence or registration number, insurer and the documents you upload (for example ID, licence and insurance certificates);
• your availability calendar, the jobs you take and your earnings.

When a pro is on the way to a job, the pro’s approximate starting location, only if the pro allows it in their browser, so the client can see an arrival time. We do not track pros continuously.

When you contact us: your name, contact details and your message.

Technical data: our hosting provider records your IP address, browser type and the pages requested, to keep the service secure and working. Photos you upload are re-encoded on your device before upload, which removes hidden location (GPS) data.

We do not knowingly collect data from anyone under 18. Pronto is not intended for children.

3. Why we use it and our legal basis

• To give you quotes, match your job with available pros, book it, take payment and provide the Pronto Guarantee: performance of a contract with you (Art. 6(1)(b)).
• To assess and approve pros, including checking licences, insurance and references: our legitimate interest in keeping clients safe (Art. 6(1)(f)), and steps before entering into a contract with the pro (Art. 6(1)(b)).
• To keep accounting and tax records and respond to lawful requests from authorities: legal obligation (Art. 6(1)(c)).
• To prevent fraud, keep the service secure, handle complaints and disputes and improve how matching and pricing work: our legitimate interests (Art. 6(1)(f)). You can object to this at any time.
• To show a pro’s location on the way to a job: the pro’s consent, given through the browser’s location prompt, which can be refused or withdrawn at any time.

We do not use your data for advertising and we do not sell it. If we ever want to send marketing, we will ask for your consent first, and you can withdraw it at any time.

4. Automated matching and pricing

Quotes are produced automatically from each pro’s hourly rate, our estimate of the hours a job needs and our fees, and jobs are offered to pros who cover your area and are free. This does not produce legal or similarly significant effects on you: every booking is confirmed by a person (the pro), you choose which quote to accept, and you can always ask our team to review a decision.

5. Who we share it with

• Pros: pros matched to your request see the job details, photos and your town or area. Only the pro whose quote you accept, and who confirms the job, receives your name, exact address and phone number.
• Clients: clients see a pro’s name, services, areas, rating and the quote. When a pro is on the way, the client sees an approximate position and arrival time.
• Service providers who process data on our behalf under contract, including our website host (Vercel Inc.), our database, file storage and sign-in provider (Supabase Inc., with data stored in Ireland), the service that delivers our emails (Resend Inc.), workflow automation (n8n GmbH, Germany), map tiles shown on the arrival map (OpenStreetMap Foundation, UK) and, once payments go live, our payment provider.
• Professional advisers, insurers and authorities where the law requires it or to establish or defend legal claims.

6. International transfers

Some providers are outside your country. Transfers between the EU and the UK rely on adequacy decisions. Where data goes to a country without an adequacy decision, such as the United States, we use the European Commission’s Standard Contractual Clauses (and the UK Addendum or International Data Transfer Agreement for UK data), or the EU–US Data Privacy Framework where the provider is certified.

7. How long we keep it

• Quote requests that are never booked: 12 months, then deleted.
• Bookings, payments and invoices: as long as tax and accounting law requires (6 years in Ireland and the UK, 10 years in Bulgaria under the Accountancy Act), then deleted.
• Pro applications that are not approved: 6 months. Approved pros: while they work through Pronto, plus 6 years for records of completed jobs.
• Messages and complaints: 2 years after they are resolved.
• Hosting logs: up to 30 days.

8. Your rights

You have the right to access your data, correct it, have it deleted, restrict or object to how we use it, receive it in a portable format, and withdraw consent where we rely on it. To use any of these rights, use our contact form and choose “Privacy or data request”. We reply within one month. In My Pronto you can also download or delete the data held for your account.

You can complain to a data protection authority. We would appreciate the chance to help first.

• Ireland: Data Protection Commission, dataprotection.ie
• Bulgaria: Commission for Personal Data Protection (КЗЛД), cpdp.bg
• United Kingdom: Information Commissioner’s Office, ico.org.uk

9. Security

The site is only served over encrypted HTTPS. Access to personal data is limited to the people and providers who need it to deliver the service, and we ask our providers for appropriate security measures. If a breach puts your rights at risk, we will tell you and the regulator as the law requires.

10. Cookies and similar storage

We do not use advertising, analytics or tracking cookies, and we do not use third-party trackers. We only store what the site needs to work, in your browser’s local or session storage. Because this storage is strictly necessary for the service you ask for, it does not require consent under the ePrivacy rules (Irish S.I. 336/2011, the Bulgarian Electronic Communications Act and the UK PECR).

• pronto.lang: the language you picked (local storage, until cleared).
• pronto.region: the market you picked where it is not set by your location (local storage, until cleared).
• pronto.market: a market preview chosen with a link, for the current tab only (session storage).
• pronto.auth: keeps you signed in to My Pronto, the Pro portal or our operations page on this device, including a guest session that links the requests you send to this device before you sign in (local storage, until you sign out).
• pronto.client: the contact details you last used, so the request form can fill them in for you (local storage, until cleared).

Fonts and videos are served from our own domain. The arrival map loads map images from OpenStreetMap, which receives your IP address but sets no cookies. You can clear this storage at any time in your browser settings, or with “Delete my data” in My Pronto.

11. Changes to this policy

We will update this page when how we use data changes, and tell you directly about significant changes.