Privacy

eServUK Marketplace privacy notice

Last updated: 23 August 2026 · Marketplace privacy version 2026-08-23-deletion

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.

Payments and Stripe

When Marketplace payment functionality is available, Stripe is used for customer payment processing and professional Stripe Connect onboarding. eServUK records payment and provider-share amounts, currency, payment status, reconciliation references and provider-transfer status needed to operate and audit the transaction. eServUK does not store payment-card numbers or card security codes.

Stripe-hosted payment and onboarding 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.

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, match opportunities conservatively by service and coverage, 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.

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. If eServUK later relies on consent for a separate purpose, that consent must be requested separately.

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 Stripe payment and Connect functions. Postmark or another configured mail provider may process delivery information for operational emails.

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.