Privacy notice

Who is responsible for your data

Eurvella Ltd, which operates URVO, is the data controller. The address, company number and contact details are at the bottom of this page. For anything about your data, write to us and say what you are asking for.

This notice covers the URVO website, the two mobile apps and the web portal. It does not cover what an independent professional does with information you give them directly — for that part of the work they are their own controller.

What we collect

Not all of it applies to everyone: a customer never uploads an insurance policy, and a professional's location is only recorded while a job is running.

Account

Name, email address, phone number, the language and country you chose, and a profile photo if you add one.

Addresses

The addresses you save, stored as a point on the map rather than as text you typed.

Jobs and requests

What you asked for, any photos you attached, who attended, the times the work started, paused and ended, any extras requested during the job with their receipt photos, and what it all came to.

Ask URVO

If you use it: the description you write and up to three photos. Nothing that identifies you goes with them.

Reviews

The ratings and comments you give and receive. A customer's rating from professionals is shown to the professionals they send a request to, with the number of reviews it rests on.

Payments

The amount, the currency, the status and the last four digits and expiry of a card. The card number itself goes to Stripe and never reaches us.

Company details

Only if you ask for invoices in a company's name: its name, address and VAT number. We check the VAT number against the EU's VIES register.

Verification documents

For professionals only: identity, tax number, insurance and any trade registration.

Location

For professionals only, and only during a job. See the section on location below.

Messages and calls

Calls placed between a customer and a professional through the app are connected by a third party and are not recorded by us. Support conversations are kept.

Device and use

Which app version you are on, a push notification token, and technical logs. Error reports are collected so that a crash can be fixed.

Measurement on the website

Only if you allow measurement: the pages you visit, where you came from, your type of device and browser, your approximate area worked out from your IP address, and a random identifier stored in a cookie. We look at it as statistics, not person by person. The cookie page has the details.

Advertising on the website

Only if you allow advertising cookies: the Google Ads identifiers stored in those cookies, whether your visit came from one of our ads, the pages you visit, your IP address and browser details. If you then sign up as a professional on the portal, also that the sign-up was completed. The cookie page has the details.

Why we hold it, and on what legal basis

Every purpose below has a lawful basis under Article 6 GDPR. We do not use "legitimate interests" as a catch-all for things that actually need your consent.

Running the service

Taking a request, matching it, recording the work, taking payment. Performance of a contract.

Ask URVO

Suggesting a trade from your description and photos, only when you ask it to. Performance of a contract.

Verifying professionals

Checking documents before someone can be booked. Legal obligation and legitimate interests — a platform that connects consumers with traders must know who those traders are.

Payments and accounting

Charging, refunding, paying out, invoicing, keeping books. Contract and legal obligation.

Tax reporting

Reporting professionals' earnings under DAC7. Legal obligation.

Safety and fraud

Investigating no-shows, abuse, chargebacks and accounts that are not what they claim to be. Legitimate interests.

Support and complaints

Answering you, and being able to look at the same record you are. Contract and legitimate interests.

Measurement

Understanding how the site is used, with Google Analytics. Consent, asked on your first visit: nothing loads before you give it, and you can withdraw it from “Cookie preferences” at the foot of every page.

Advertising

Measuring which of our ads bring people to URVO, and showing our ads to people who have visited the site. Consent, asked on your first visit: nothing loads before you give it, and you can withdraw it from “Cookie preferences” at the foot of every page.

Marketing

See the marketing section below.

Special category data

We do not ask for health data, and we do not want it. Please do not describe a medical condition when you describe a job; it does not help us find a plumber and it creates a record neither of us needs.

An identity document can reveal more than identity — a place of birth, for instance. We look at what we need to confirm you are who you say you are, and nothing else.

How a professional is chosen, and what is automated

Matching is automatic and its rule is simple: professionals who are verified, available, inside their working hours and not already on a job, work in the trade you asked for and whose travel radius covers your address, ordered by distance. You choose from that list. It does not score you, and position cannot be bought.

• Nothing about you as a person feeds into which professional you are offered.
• Suspending a professional after three no-shows in thirty days is automatic, and it has a real effect on their livelihood — so a person reviews it when asked, and the reasons are always given.
• We do not profile you to decide prices. A rate depends on the trade and the market, not on who is asking.
• Ask URVO only suggests a trade. It doesn't choose or rank professionals, doesn't set prices and doesn't send anything: you decide, and you can always choose the trade yourself.

Location, which deserves its own section

Location is the most revealing thing this service handles, so it is the most tightly bounded. A professional's position is shared only from the moment they accept a job until they finish it: on the way to the customer, which is what lets the customer follow their arrival, and while they work. Never between jobs, never when off duty, and never for a customer.

• The live position that the customer sees on the map is held for ninety seconds and then it is gone.
• A sampled trace of the route is kept for thirty days so that a dispute about arrival or timing can be settled, and is then deleted automatically.
• The point recorded is a sample, not every reading the phone produces.
• A customer's address is a saved address, placed on the map once. We do not track customers.

Thirty days is not a number we picked to be generous to ourselves: it is about how long it takes for a dispute to surface, and after that the trace has no purpose that would justify keeping it.

Photos

Photos of a job go with the request so that the professional knows what they are coming to. The professional you send it to can see them while the request is waiting for an answer and while the job is open — not after it is declined, expires or closes. A profile photo is different: it is re-encoded on our side and the original file is never stored. Receipt photos attached to an extra are re-encoded in the same way; the customer sees them with the request, and they stay with the record of the job. Photos you give Ask URVO are re-encoded in the same way, without the location a phone writes into them.

Re-encoding removes the metadata a phone writes into a photo, which on a picture taken at home includes the coordinates of that home. Keeping the original would mean keeping everyone's home address inside an image file, reachable by anyone who got hold of the link.

Who else sees your data

We do not sell personal data, and we never will. These are the companies that process data on our behalf so that the service can work:

Stripe

Card payments and payouts to professionals. Card numbers go to Stripe directly and we never hold them.

Amazon Web Services

Hosting and file storage, in the European Union.

Google

Resolving addresses, and delivering push notifications to Android and iOS.

Twilio

Text messages, including the code that verifies your phone number.

Agora

Connecting in-app calls between a customer and a professional.

Anthropic

The AI model behind Ask URVO. It receives the description and photos you give Ask URVO, never your name, contact details or address, and processes them in the United States.

Sentry

Error reports, so that a crash can be found and fixed.

Each of these is bound by a contract that limits them to what we instruct. Beyond them, data goes to the other party in a job — a professional sees your name, address and phone number once they have accepted — and to public authorities where the law requires it. If you allow measurement on the website, Google receives the measurement data described above and prepares the statistics for us. If you allow advertising cookies, it also receives the advertising data, to measure and personalise ads, and for that it acts as a controller in its own right. In both cases its own privacy policy applies as well.

Where your data is held

Data is held in the European Union. Some of the providers above are established outside the EEA or use support teams outside it; where data leaves the EEA it is covered by the European Commission's standard contractual clauses or an adequacy decision.

You can ask us which safeguard applies to a particular provider and we will tell you.

How long we keep things

Nothing is kept indefinitely because it might be useful one day.

Live position

Ninety seconds.

Route trace

Thirty days, then deleted automatically.

Ask URVO descriptions and photos

Twenty-four hours if they don't become a request. After that we keep only which trade was suggested and which one you chose, to measure how often it's right.

Account and profile

While the account exists.

Jobs, receipts and invoices

As long as Irish tax and company law requires, which is measured in years and applies even after an account is closed.

Verification documents

While you work through URVO, and for the period afterwards that the relevant obligation requires.

Support conversations

Long enough to handle the matter and any complaint that follows it.

Your consent choice

Until you change it.

Measurement cookies

Up to 2 years on your device, less if you withdraw consent or clear them. Data about individual visits stays in Google Analytics for 14 months at most.

Advertising cookies

Up to 90 days on your device, less if you withdraw consent or clear them. What Google keeps on its side is governed by Google's own policy.

Closing your account

You can close your account. We will tell you plainly what is deleted, what has to stay and why, before you confirm.

• Your profile and the details that identify you are removed, together with your photo, any Google or Apple sign-in linked to the account, and any codes.
• Records of payments stay, because tax law requires them, and the customer record at Stripe is anonymised.
• A job has two sides: the record of work you did for someone else does not disappear from their history.

Your rights

These are yours under the GDPR, they are free to use, and we answer within one month.

Access

A copy of what we hold about you.

Rectification

Correction of anything wrong.

Erasure

Deletion, where we do not have to keep it.

Restriction

Putting a use on hold while something is disputed.

Portability

Your data in a machine-readable form, to take elsewhere.

Objection

To anything we do on the basis of legitimate interests.

Withdrawing consent

At any time, and it is as easy as giving it was. It does not undo what was lawful before.

Human review

Of an automated decision that affects you significantly.

Write from the address your account uses, or tell us enough for us to be sure it is you. We are not trying to be difficult: handing someone else's data to whoever asks would be the worse failure.

Marketing

Messages about a job — a professional accepted, someone is on the way, a payment went through — are part of the service and cannot be switched off while you use it.

Anything that is marketing carries a way to stop it, in every message, and stopping takes one action. Where the law requires us to ask first, we ask first.

Security

Data travels encrypted, access inside the company is limited to people whose job needs it, and what they do with it is logged. Sessions use short-lived tokens that rotate. You can also add a second step to your sign-in.

If a breach ever puts you at risk, we will tell you and the Data Protection Commission, within the deadlines the law sets.

Children

URVO is for adults. You must be at least 18 to have an account. We do not knowingly collect data about children, and if we learn that we have, we delete it.

Changes to this notice

The date at the top changes whenever this notice does. If a change affects what we do with data you have already given us, we will tell you directly rather than leave it for you to notice.

Complaining

Come to us first — it is usually faster, and we can see the record. If our answer does not satisfy you, you can complain to the Data Protection Commission in Ireland, at dataprotection.ie.

If you live in another EU country you can also complain to your own supervisory authority. Complaints explains our side of the process.