Privacy Policy

Privacy Policy

Last updated: September 2, 2026

This Privacy Policy describes how Haven ("Haven", "we", "us") — the operator of the Haven coordination platform — collects, uses, shares, and protects your information. Haven acts as the data controller for the information described below.

1. Information we collect

  • Names — your legal name, business name and display name.
  • Addresses — property addresses, access notes, service areas.
  • Phone numbers — for job coordination and account security.
  • Email addresses — for sign-in, notifications and receipts.
  • Payment information — plan, amount, status and limited card metadata (e.g. last 4 digits) from our payment processor; we never see full card numbers.
  • Provider identity information — government ID images, selfie images, extracted name/date of birth/expiry, licences, insurance certificates and verification results.
  • Provider banking information — payout destination details (bank account or payment-app handle) used to send your earnings.
  • Background-check information — your authorization and the status/result of any check run by a consumer reporting agency on our behalf.
  • Booking history — requests, offers and counters, schedules, prices, payouts, disputes, messages, before/after photos, reviews and ratings.
  • Customer / property information — property type, size, notes, gate codes, Wi-Fi details and photos you choose to add.
  • Account & profile info — password hash, avatar, availability, preferences.
  • Device & usage info — device type, OS, app version, IP address, and basic analytics and error events.

2. Why we collect it, how it's used, and legal basis

We use the information to create and operate your account, match Hosts with Providers, schedule and document jobs, take payment and release payouts, verify identity and eligibility, prevent fraud and abuse, resolve disputes, provide support, meet tax and legal obligations, and improve the Service. Our legal bases (GDPR / UK GDPR) are:

  • Contract: operating your account, bookings, messaging, payments and payouts.
  • Legal obligation: tax, accounting, FCRA and similar screening rules, anti-fraud, law-enforcement requests.
  • Legitimate interests: platform safety, verification, fraud prevention, debugging, product improvement, limited direct marketing of Haven features.
  • Consent: identity verification and background checks, optional analytics or marketing where required by local law; you can withdraw consent at any time.

Identity documents may be reviewed by automated tools, including AI, to assist a human decision. We do not sell your personal information and we do not use it for automated decisions with legal effects without a human review option.

2a. Who receives it

Hosts and Providers see only what a job requires (e.g. an accepted Provider sees the property address and access notes; a Host sees the Provider's name, verification badges and reviews). Payout details are visible only to you and Haven administrators. Sensitive documents (ID images, insurance certificates) are stored in private storage and are visible only to Haven administrators reviewing them.

3. Sharing

We share your information only with:

  • Other Haven users as required for the Service (e.g. a Provider you accept a job with sees the property address).
  • Paddle.com Market Limited ("Paddle") — our Merchant of Record and payment processor. Paddle handles checkout, payment, billing, tax compliance, invoicing, refunds, and chargebacks on our behalf. See Paddle's privacy notice.
  • Infrastructure subprocessors we use to run Haven (cloud hosting, authentication, transactional email, analytics, error monitoring).
  • Professional advisers (legal, accounting, insurance) under confidentiality.
  • Authorities or courts where legally required, or to protect rights, safety, or property.

4. Storage, security, and international transfers

Data is stored on managed cloud infrastructure with encryption at rest and in transit. We use row-level security so users can only access their own data, principle-of-least-privilege access controls for staff, and audit logging on administrative actions. No system is 100% secure — please use a strong, unique password.

Haven is operated from the United States. If you access the Service from the EEA, UK, or another jurisdiction, your data may be transferred to and processed in the United States and other countries where our subprocessors operate, under appropriate safeguards (e.g. Standard Contractual Clauses).

5. Data retention

  • Account & profile data: kept for the life of your account, then deleted within 90 days of account deletion.
  • Property & service-request data: kept while your account is active; deleted with your account.
  • Messages and reviews: retained for up to 24 months after a job completes for safety and dispute resolution, then deleted or anonymized.
  • Billing records: retained by Haven and by Paddle for up to 7 years to comply with tax and accounting law.
  • Logs & analytics: retained in identifiable form for up to 90 days, then aggregated.
  • Identity documents & selfies: deleted within 12 months of a verification decision, or sooner on request once verification is no longer relied on.
  • Background-check records: status and authorization retained for up to 5 years as required by screening and employment-related law; report detail stays with the consumer reporting agency.
  • Payout / banking details: retained while your account is active and for 7 years thereafter for tax and audit purposes.
  • Backups: rotated and overwritten within 30 days.

6. Your rights

Depending on where you live, you may have rights to access, correct, delete, export, restrict, or object to processing of your personal data, and to withdraw consent. You can exercise most of these directly in the app (edit profile, delete properties, delete account) or by emailing privacy@havenserves.com. We will respond within 30 days. EEA/UK residents have the right to lodge a complaint with their local supervisory authority.

7. Cookies

We use strictly necessary cookies to keep you signed in and the app functional, and a small number of analytics cookies to understand product usage. Where required by law we present a cookie banner so you can manage non-essential cookies.

8. Children

Haven is not directed to children under 18. We do not knowingly collect information from children.

9. Changes

We may update this Policy from time to time. Material changes will be announced in-app and reflected in the "Last updated" date above.

10. Contact

Privacy questions or data requests: privacy@havenserves.com.

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