Privacy Policy

QAYA Home Services, Inc. ("QAYA", "we", "us") respects your privacy. This policy explains, in plain English, what personal information we collect when you use https://qayahomeservices.com/ or book a cleaning with us, why we use it, who we share it with, how long we keep it, and the choices and rights you have. We follow the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), its rules, and the guidance of the National Privacy Commission (NPC).

Draft version 1.0 | Not yet effective — for review before approval

QAYA Home Services, Inc.
35th Floor, Eco Tower Building, 32nd Street, 9th Avenue, Fort Bonifacio, Taguig City, Philippines
Privacy contact: support@qayahomeservices.com (the QAYA support team)

1. Information we collect

We only collect what a particular interaction actually needs. Not every visitor gives us all of the information below.

Browsing the website. You can read our pages without giving us your name. Our website host and the third-party tools described in section 5 automatically receive basic technical information such as your IP address, device and browser type, and the pages you open, because this is how the internet delivers pages to you.

Booking a cleaning. When you make a booking we collect your full name, mobile number, email address, and the name and number of a contact person if you give one. We also collect the service address in detail — house or building name and number, unit or floor, street, subdivision, barangay, city, province, postal code, and any landmark or access instructions — together with the map location (coordinates) of the pin you confirm, the approximate floor area, the service you choose, the date and time slot, the number of cleaners, any special instructions or notes (including pets), your voucher code if you use one, and a record that you accepted our Terms and Conditions, including which version you accepted and when.

Payment. Card and e-wallet details are entered on the payment provider's own hosted page. We do not see or store your card number. We record the payment status, reference and amount linked to your booking. Online payment is not yet enabled on this website; this section describes how it works once it is switched on.

Tracking a booking. To show you the status of a booking, we ask for your booking number together with the email address or mobile number used for that booking. We use these details to match the booking securely, record tracking attempts, and limit repeated attempts to help prevent unauthorised access. The tracking page shows a limited view (service, schedule, city and barangay, and status) and deliberately hides your full address, price, and other personal details.

Contacting support. If you write to us — by email, through the website support form, or through live chat — we receive your name, the contact details you give, your booking number if you provide one, and the contents of your message.

Reviews and photos. If you send us a review, we collect your booking number and contact details (to check the review belongs to a real booking), your rating, your comment, and any photos you choose to upload, plus your agreement to display it.

Marketing photos and videos. We collect these only where you have separately agreed to that use (see section 7).

2. How we use your information and our legal basis

To provide the service you asked for — confirming, scheduling, assigning cleaners, reaching your address, delivering and completing the cleaning, processing payment, handling rescheduling and cancellation under our Terms, and answering your questions. Our basis is the performance of our contract with you, and taking steps at your request before it starts.

To communicate about your booking — confirmation, cleaner assignment, "on the way", "arrived", completion and cancellation notices, receipts, and replies to your enquiries. Same basis as above.

To keep records and run the business — accounting, tax and regulatory records, resolving disputes, payroll and scheduling of our cleaning teams, and protecting against fraud or misuse. Our basis is compliance with legal obligations and our legitimate interests, balanced against your rights.

To improve safety and service quality — reviewing support and booking records to correct problems. Our basis is our legitimate interests.

With your consent, and only where you give it separately — publishing an approved review, and using photos or videos of your home for marketing. You can withdraw this consent at any time, as described in sections 3 and 7.

Simply visiting this website does not mean you consent to every use of your information. Processing that is necessary to deliver a booking rests on our contract with you, and processing that is optional rests on a separate, specific agreement from you.

3. Public reviews

A review is only published after our team approves it and only where you agreed to display it. When published, the page may show your first name, your city, the service, your star rating, your comment, the review date, any photos you uploaded, and whether the booking was verified. Your contact details and your booking number are never shown publicly and are kept private for our internal checks. Approval by our team is not a substitute for your permission — we do not publish a review you did not agree to publish. You can withdraw display permission at any time by emailing support@qayahomeservices.com. The QAYA support team will then arrange to remove the review from public display. You may separately ask us to delete its stored record under section 10; that request is considered manually and may be subject to the legal and operational limits explained there.

4. Live chat

Our website uses Tawk.to, a third-party live-chat service, so you can reach us quickly. Using the chat is optional — you can email us or call us instead.

The chat widget loads on our public pages as the page opens, before you send any message. From that moment Tawk.to, as the provider of the widget, may receive technical information such as your IP address, device, browser and the pages you visit, and may set its own cookies or local storage in your browser. If you start a conversation, anything you type — which may include your name, contact details, booking number and the details of your concern — is processed by Tawk.to and visible to our support team.

Tawk.to handles this information under its own Privacy Policy: https://www.tawk.to/privacy-policy/ Chat conversations may remain available to the QAYA support team through Tawk.to while needed to answer your concern, keep a record of the support provided, and deal with any related dispute. We have not established a fixed deletion or anonymisation schedule for chat records. Privacy or deletion questions about a QAYA chat should be sent to support@qayahomeservices.com; the QAYA support team will handle the request manually and, where needed, coordinate with Tawk.to. Questions about Tawk.to's own processing should be raised with Tawk.to using the link above.

5. Who we share your information with

We do not sell your personal information, and we do not use it for advertising networks. We share it only as follows.

Our cleaning teams. The cleaners assigned to your booking receive the information they need to arrive and do the work — your name, contact number, service address and access instructions, schedule and service details.

Service providers who run parts of our system on our behalf:
- Supabase — the database and hosting platform that stores our booking, review and support records.
- Google Maps Platform — used for address search and map pinning during booking, so you can confirm exactly where the cleaning takes place.
- Resend — used to send booking and service emails to you.
- Tawk.to — the live-chat service described in section 4.
- Our online payment provider, PayMongo — will process payments once online payment is enabled.

Others where required. Professional advisers, insurers, and government authorities or courts where we are legally required or permitted to disclose information, and a buyer or successor if our business is transferred, in which case this policy continues to apply.

Our current website code does not include a separate website analytics or advertising-network integration. The technical data received by Tawk.to when its widget loads is described in section 4.

6. Where your information is processed

QAYA operates in the Philippines. Some of the providers listed in section 5 operate servers and support teams outside the Philippines, so your information may be processed abroad when those services are used. We remain accountable for that information, choose established providers, and rely on the protections in their standard terms. We cannot tell you that every copy of your data stays in the Philippines, because that would not be accurate.

7. Marketing photos and videos

QAYA uses customer photos or videos for marketing only with the customer's separate, explicit agreement covering that use. Booking a cleaning service does not by itself provide marketing permission. Declining marketing permission does not affect the cleaning service. Customers may contact support@qayahomeservices.com to withdraw permission for future marketing use.

Withdrawing permission stops further marketing use going forward. Where material has already been published, we will remove it from the channels we control, but we cannot recall or remove copies that other people have already saved or shared on their own.

8. How long we keep your information

We keep information only as long as we have a reason to. When that reason no longer applies, we review whether the information should be deleted, anonymised, or retained where the law or an unresolved matter requires it. In practice:
- Booking, payment and service records are kept while the booking is active and afterwards for as long as needed for accounting, tax and regulatory requirements and for any dispute or claim that could still be raised.
- Support and chat records are kept while your concern is open and for a reasonable period afterwards as a record of the help we gave.
- A review may remain publicly displayed while your display permission remains in place. If you withdraw that permission, QAYA can remove it from public display without automatically deleting the stored review record. A request to delete the stored record is handled separately under section 10.
- Approved marketing material is kept while permission remains in place and while it remains in use, subject to section 7.
- Records we are required by law to keep are retained for the period the law sets.

We have not fixed a single number of days or years for every record type. If you want to know how long a specific record about you will be kept, email support@qayahomeservices.com and we will tell you.

9. How we protect your information

We use access controls so that customer records are reachable only by authorised QAYA staff and by our systems, we transmit information over encrypted connections, and we restrict sensitive fields such as contact details and booking numbers from public pages. If online payment is enabled in the future, card and e-wallet details will be entered on PayMongo's hosted payment page rather than stored by QAYA. No website or system can be completely secure, so we cannot promise absolute security, but we take reasonable and appropriate measures and we will act promptly if a problem arises.

10. Your rights

Under the Data Privacy Act you have the right to be informed about how your information is used, to object to certain processing, to access a copy of your information, to have inaccurate information corrected, to have information erased or blocked in the circumstances the law allows, to be indemnified for damage caused by unlawful processing, to receive a copy of your data in a portable format where that right applies, and to lodge a complaint.

To exercise any of these, email support@qayahomeservices.com. Requests are handled manually by the QAYA support team through our normal support process. So that we do not disclose your information to someone else, we may need to reasonably verify your identity, for example by matching the booking details and the contact information on record.

Some requests have limits. We may not be able to delete records we are legally required to keep, records needed to complete or defend a booking, or information that no longer identifies you. Where that happens, we will tell you and explain why. We will respond as promptly as we reasonably can.

If you are not satisfied with how we handle your concern, you may raise it with the National Privacy Commission, 5th Floor, Delegation Building, PICC Complex, Roxas Boulevard, Pasay City, or through its published contact channels.

11. Children

Our services are intended for adults. We do not knowingly collect information from children for their own account. If a child's information reaches us as part of a household booking, it is treated with the same care as any other personal information.

12. Changes to this policy

If we change this policy, we will post the updated version on this page. Where a change materially affects how we use your information, we will make it clear on the website and, where appropriate, tell you by email before it takes effect. Please check this page from time to time.

13. Contact us

For any privacy question, request or concern, contact the QAYA support team:
support@qayahomeservices.com
QAYA Home Services, Inc., 35th Floor, Eco Tower Building, 32nd Street, 9th Avenue, Fort Bonifacio, Taguig City, Philippines