Privacy

eServUK Marketplace privacy notice

Last updated: 20 October 2026

Account-journey notice reference: 2026-10-13-application-source. Optional application-source notice reference: 2026-10-15-application-source. The optional source purpose is chosen separately in Cookie settings; an account acknowledgement does not grant it.

Who we are

This service is operated by ESERVUK LIMITED, company number 14070501, registered in England and Wales. Registered office: 96 Lower Street, Kettering, England, NN16 8DN.

Privacy requests can be sent in writing to the registered office above, marked for the attention of the privacy contact.

What this notice covers

This notice covers the eServUK Marketplace website and mobile account journeys as well as the separate historical Get Help enquiry service. Marketplace jobs, full customer details, uploaded media, offers, conversations and payment records are private by default. They are not public listings.

Marketplace account information

Customer accounts can include name, email address, telephone number, a default postcode, authentication information and account-security records. Professional accounts can also include business or trading name, repair experience, selected services, coverage area, approval status and review history.

When an account is created, eServUK records the current Marketplace Terms version and Privacy Notice version acknowledged at registration, the registration channel and the acknowledgement time. This record is operational evidence of the documents presented at registration. A privacy-notice acknowledgement is not consent to unrelated marketing.

Repair jobs, offers and conversations

A customer repair job can include its reference, service category, title, description, postcode, preferred timing, photographs, offers, selected professional, private messages, status history, completion information, support requests and an eligible completed-job review.

Before selection, suitable approved professionals receive only the information the Marketplace makes available for assessing an opportunity, including the outward postcode rather than an exact private address. Selected participants receive the information needed for the controlled job workflow. Exact home addresses and personal contact details are not published on public pages.

Professional onboarding and trust information

eServUK processes professional profile, service and coverage information so authorised Operations users can review, approve, reject or suspend Marketplace access. Approval status and review events are kept separately from any claim that a specific identity, qualification, insurance policy or trade registration has been checked. Private evidence must not be published merely because it was supplied for operational review.

A professional may optionally provide a work-vehicle registration so eServUK can request limited vehicle details from DVLA's Vehicle Enquiry Service. The registration is treated as private, stored encrypted after confirmation, and is not used to claim vehicle ownership, insurance, identity or professional approval. Stored vehicle details are removed with the professional account-deletion process. eServUK does not use a missing or failed lookup to block ordinary account or job activity.

For Academy certification, we use the confirmed work vehicle’s category, recorded fuel and Euro emissions standard, relevant weight and registration dates, or a separate no-motor-vehicle work-travel declaration. We retain the evidence source, exact vehicle association, decision and check time so the requirement can be reviewed when work travel changes. Authorised Operations staff may verify emissions evidence; this is eServ’s own requirement, not an official TfL verdict. Private assessment content is erased through account deletion; minimal decision identity, policy and timing remain with certificate audit records. These details are not sent to advertising or analytics services and are not added to repair-impact calculations.

Payments and Stripe

When Marketplace payment functionality is available, Stripe is used for customer payment processing on the eServUK company account. eServUK records payment and provider-share amounts, currency, payment status, reconciliation references, provider amounts owed and externally recorded provider-payment details needed to operate and audit the transaction. eServUK does not store payment-card numbers, card security codes or provider bank details.

Stripe-hosted customer payment pages process information under Stripe's own privacy terms. Payment success is reconciled from verified Stripe events rather than from a browser or app redirect. Provider payments are completed through the owners’ separate secure banking process and only then recorded in the internal Operations ledger.

Mobile, device and security information

The mobile Marketplace uses expiring authentication tokens stored in the device's secure credential storage. The server processes a device name and a one-way marker derived from the app installation identifier so tokens can be scoped and rotated without storing the raw installation UUID. Security controls can also process IP-based rate-limit information, request metadata, session information, audit events and safe operational logs.

Why we use this information

Marketplace information is used to create and secure accounts, provide repair-job and professional workflows, assess professional eligibility, present published opportunities to approved professionals, support offers and conversations, process and reconcile payments where enabled, record completion and reviews, handle support cases, prevent abuse and maintain an auditable service.

The separate Get Help enquiry service uses the minimum enquiry information needed for manual review, service and safety boundaries, contact, internal follow-up and abuse prevention. A Get Help enquiry does not itself create a Marketplace job or select a professional.

Optional analytics and advertising measurement

With an explicitly reviewed Advertising choice, eServUK may retain a recognised Meta campaign key, version and channel with your initial completed application. With an explicitly reviewed Analytics choice, we may retain a recognised search/referral label instead. This consent-based internal evidence is separate from analytics channel totals or platform attribution. A search referral cannot distinguish paid from organic traffic. No contact details, click identifiers, raw URLs, search terms or arbitrary query strings are retained. Older tracking preferences do not automatically authorise a new source purpose.

New source evidence is due for daily erasure about 29 days after completion, leaving a normal daily sweep within the 30-day maximum. Existing issued records retain their original disclosed deadline; we do not extend or rewrite them. A short-lived encrypted browser cookie can carry a consented, recognised source from public landing to application for ten minutes, bound to that browser session. Withdrawal of the relevant choice while signed in erases linked evidence sooner; you may also request erasure through Support. Only a reason such as expired or withdrawn remains while the profile exists. Account deletion erases source evidence even where financial records require retention. A service outage can delay erasure; stale or failed cleanup blocks new capture and requires recovery.

Google Analytics is loaded only after that browser has affirmatively accepted analytics. It is limited to approved, token-free public pages and receives a sanitised page location, title and event context. Google advertising storage, advertising user data, advertising personalisation, Google Signals and user-provided data collection remain off. eServUK does not describe Analytics data as anonymous: Google can independently receive technical browser, device and network information when the tag is loaded.

With Analytics consent, an exact recognised homepage campaign can be measured separately from your application source. A session-bound encrypted visit cookie holds only a registered campaign key, version and channel with single-use controls for at most ten minutes from that visit. Before consent, sealed context stays in the page and only opaque controls are held on the server. It is consumed once on the immediate clean homepage, or cleared on rejection, withdrawal or incompatible navigation. It never changes your initial application-source evidence and does not transfer consent between browsers. Functional query values, click identifiers and raw referrers are not sent as campaign context.

Meta Pixel is loaded only in a browser that has affirmatively accepted advertising measurement and only on approved, token-free professional-registration pages. Consented events use fixed journey labels and an opaque event identifier. eServUK does not put names, email addresses, telephone numbers, postcodes, application answers, uploaded evidence or secure-link tokens in event parameters. Meta can independently receive technical browser, device and network information when its Pixel is loaded. Meta Conversions API and server-to-Meta transmission are disabled.

Analytics and advertising measurement are separate optional choices and are not part of the Marketplace Terms or Privacy Notice acknowledgement. Rejecting or withdrawing either choice does not prevent registration. Choices belong to the browser in which they were made; opening an email link in another browser does not transfer them. Withdrawing analytics prevents subsequent collection in that browser, and eServUK does not retrospectively send a registration that completed without analytics consent.

Lawful bases

Depending on the activity, eServUK processes information because it is necessary to take steps requested before a contract or to provide the Marketplace service under a contract, because eServUK has legitimate interests in operating, securing, improving and defending the service, or because a legal obligation applies. Legitimate-interest processing is limited to what is reasonably necessary and must be balanced against user rights.

Account registration or privacy-notice acknowledgement is not treated as consent for unrelated advertising or marketing. Google Analytics and Meta advertising measurement each require their own affirmative browser choice and can be withdrawn for that browser without preventing registration or account use.

Who receives information

Access is limited according to role and operational need. Relevant Marketplace information can be shared with the customer, eligible or selected professional, authorised eServUK Operations personnel and service providers required to host, secure, communicate or process the service. Stripe receives information required for customer payment processing. Historical provider Stripe account identifiers may be retained for transaction and audit integrity, but provider Stripe onboarding is not used by the current external-settlement model. Postmark or another configured mail provider may process delivery information for operational emails. Where the relevant optional choice is accepted and enabled, Google receives the limited public-website Analytics information and Meta receives the limited Pixel information described in the cookie notice under their respective privacy terms.

How long we keep information

eServUK keeps personal information only for as long as reasonably necessary for the purpose for which it was collected, including account and job operation, payment reconciliation, support, dispute handling, fraud and security controls, legal obligations and the establishment or defence of claims. Different records may require different retention periods. Identifiable information should be deleted or anonymised when it is no longer required, subject to applicable legal and operational requirements.

Deleting your Marketplace account

You can initiate permanent Marketplace account deletion from Account settings in the website or mobile app. eServUK also provides a public account deletion page so a deletion request can be initiated without the app. External requests use a time-limited confirmation sent to the account email address, and the public form does not reveal whether an account exists.

When deletion completes, eServUK revokes active Marketplace sessions and mobile access tokens, removes or anonymises account identity and contact details, removes private uploaded job media, removes or anonymises private job descriptions, postcodes, messages and other user-entered free text, removes completed-job review content, and prevents a deleted professional profile from receiving future opportunities.

Deletion does not automatically erase every record where continued retention is reasonably necessary for legal obligations, payment and transaction reconciliation, fraud or security controls, support or dispute handling, or the establishment or defence of claims. Where such records need to remain, eServUK limits them to the information required for that purpose, separates them from active login credentials and removes or anonymises unnecessary personal or user-generated content. Retained records are reviewed under the retention principles above rather than kept indefinitely merely because an account once existed.

Security

eServUK uses proportionate technical and organisational controls including server-side authorisation, private file storage, validation, rate limiting, secure transport, audit records and restricted operational access. No internet service can guarantee absolute security. Do not send passwords, card details, medical information or unnecessary sensitive information in job descriptions or messages.

Your rights

Depending on the circumstances, you may have rights to access, correct, erase, restrict or object to use of personal information and to data portability. These rights are not absolute and can depend on the lawful basis and legal obligations that apply. Contact eServUK using the privacy contact method above and provide enough information to identify the relevant account, job or enquiry without sending passwords or payment-card data.

You can also raise a data-protection complaint with the Information Commissioner's Office.

Cookies and device storage

See the cookie notice for website session and browser technology. The native mobile app stores Marketplace authentication credentials in secure device storage rather than browser cookies.

Changes to this notice

eServUK will update this notice when material Marketplace processing changes and will identify the current version. A new material account or transaction purpose may require an updated acknowledgement or another appropriate notice before the new processing begins.