Privacy Policy

Pure Touches LLC ("Pure Touches," "we," "us") operates a marketplace that connects customers with independent cleaning professionals ("Cleaners"). This Privacy Policy describes what information we collect through our website and mobile app (the "Platform"), how we use and share it, how long we keep it, and the choices you have.

We do not sell your personal data.

Contact & identity information

• Name, email address, and phone number
• Account details (role, sign-in method, profile preferences)
• Emergency contact name and phone (Cleaners, for safety purposes)

Booking details & property access

• Service address (street, apartment/unit, city, state, ZIP code)
• Property details used for pricing and service scope (square footage, bedrooms, bathrooms)
• Pet information (whether you have pets, types, and behavior notes)
• Special instructions and property access details you provide (e.g., gate codes, key locations, parking notes)
• Appointment dates, times, frequency, and booking history

Messages

Messages exchanged between customers and Cleaners through the Platform, for coordinating bookings and service details.

Reviews, reports, and uploaded files

• Reviews and star ratings (in both directions — customers review Cleaners, Cleaners review customers)
• Dispute reports: issue descriptions, supporting evidence you upload (photos, screenshots, PDFs), and evidence notes
• Support tickets and any attachments you send us
• Cleaner profile photos (headshots), equipment photos, and certifications

Payment & payout information

Payments are processed by Stripe. We do not store full card numbers. We retain Stripe customer and payment-method identifiers, the card's brand and last four digits, expiration, transaction amounts (deposits, balances, membership fees, subscriptions, tips), and for Cleaners, Stripe Connect account identifiers used to send payouts.

Cleaner insurance & background-check information

• Insurance provider, policy number, expiration date, and the Certificate of Insurance (COI) document you upload
• Identity and screening information submitted to our third-party background-check provider (Mitratech AssureHire) — with your signed consent — which may include identity verification, criminal history, and address history
• Background-check status (e.g., cleared / pending) on your Cleaner record
• Professional references you provide

Device & technical information

• IP address, device identifiers, browser/device type and user agent
• Push-notification tokens (only if you enable notifications)
• Analytics events (pages viewed, features used) and crash logs, collected through our hosting platform and analytics services and generally maintained in aggregate or de-identified form
• Security records such as rate-limit and legal-acceptance logs (which include IP address and timestamps)

Location information

• Cleaner GPS check-in coordinates and accuracy, stored on the booking to verify arrival at the service address
• Your device location, used on your device only to calculate an arrival ETA (not stored)
• Cleaner home-base coordinates and coverage radius, used to match Cleaners with nearby jobs

Address text you type is also sent to the OpenStreetMap (Nominatim) service to offer address suggestions and geocoding.

• Operating the marketplace: creating accounts, matching and assigning Cleaners, and delivering booked services
• Processing deposits, balances, refunds, tips, membership fees, subscriptions, and Cleaner payouts via Stripe and Stripe Connect
• Sending booking confirmations, appointment reminders (email and, where available, SMS), arrival ETAs, and support messages
• Safety and fraud prevention: Cleaner background screening (with consent), GPS check-in verification, and account security
• Handling disputes, refund requests, and support tickets
• Running loyalty points, referral, and membership programs
• Improving the Platform: analyzing usage in aggregate or de-identified form, debugging crashes
• Complying with legal obligations and enforcing our Terms of Service

We use this information on the basis of providing the service you request, your consent (e.g., background checks, marketing emails, optional permissions), our legitimate interests in safety, security, and fraud prevention, and legal obligations.

The Platform only requests a device permission in the context of the feature you are using, after explaining why:

Before activation, Cleaners sign a Background Check Consent Form and we may submit screening information to Mitratech AssureHire, which conducts checks that may include identity verification, criminal history, and address history. Screening is conducted in compliance with the Fair Credit Reporting Act (FCRA). Results may affect eligibility to access the Platform, and Cleaners may be re-screened periodically.

Cleaners have the right to request a copy of their background-check report and to dispute inaccurate or incomplete information directly with the provider. A "cleared" status on a Cleaner record reflects the result of provider screening at the time of the check; we do not warrant the accuracy or completeness of any screening result.

• Between customers and Cleaners — to deliver a booked service, the assigned Cleaner sees the customer's name, service address, property access details, phone number, booking details, pet information, and messages for that job; the customer sees the Cleaner's name, profile photo, service types, service area, and ratings.
• Service providers — Stripe and Stripe Connect (payments, deposits, refunds, payouts, subscriptions), Mitratech AssureHire (background checks, Cleaners only, with consent), Google/Apple/Microsoft sign-in providers (authentication), email and SMS delivery providers (transactional messages), OpenStreetMap/Nominatim (address search and geocoding), and our hosting and analytics platform (Base44).
• Legal requirements — we may disclose information to respond to subpoenas, court orders, or other lawful requests, to enforce our Terms, or to protect the rights, property, or safety of users or others.

Each provider receives only the information necessary for its function and processes it under its own privacy policy. We do not sell personal data, and we do not share it for cross-context behavioral advertising.

• Account & profile data — kept while your account is active. When you delete your account, it is removed along with your messages, reviews, referrals, loyalty points, saved payment methods, support requests, content reports you filed, and Cleaner records (see Section 8).
• Transaction records (bookings, deposits, payments, tips, payouts) — retained for up to 7 years for tax and accounting purposes, with every direct identifier removed and replaced by a random placeholder that is not derived from your email (name, email, phone, address, notes, and GPS details deleted).
• Legal records (policy acceptances, disputes) — retained as required by law and for our legal defense. Policy acceptances are stripped of your user id, email, IP address, and device identifiers; dispute records retain the issue text you submitted, with identity fields and evidence removed.
• Uploaded files (photos, documents) — all file references and links are deleted with your records. The platform's file storage does not offer a deletion API, so stored copies are not attributable to or discoverable from any account once their records are deleted; we do not claim the stored bytes themselves are destroyed.
• Background-check data — retained by the screening provider as required by the FCRA and applicable law; we retain only a pass/fail status on your record.
• Analytics & crash logs — kept in aggregate or de-identified form.

• Access & correction — view and update your profile and booking information in the app, or contact us for help.
• Deletion — delete your account and personal data at any time (no sign-in required). Deletion is not deactivation: your account and personal data are removed; transaction and legal records are retained anonymized as described in Section 7.
• Marketing & communications — opt out of promotional messages at any time; transactional messages (bookings, reminders, security) are necessary for the service.
• Permissions — enable or deny camera, notification, and location permissions at any time in your device settings; each feature has a fallback as described in Section 4.
• Background-check rights (Cleaners) — request a copy of your report and dispute inaccuracies with the screening provider.
• Depending on your state of residence, you may have additional rights (e.g., to know, delete, or correct personal information, and to not be discriminated against for exercising them). Contact us to exercise any right.

We use reasonable safeguards appropriate to the information we hold, including encryption in transit, role-based access controls that limit each user to their own records, tokenized payments through Stripe (we never store full card numbers), signed single-purpose links for sensitive actions, abuse rate-limiting, and audit logging. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If we learn of a security breach affecting your information, we will notify you and applicable authorities as required by law.

For privacy questions, requests, or complaints, contact Pure Touches LLC at contact@puretouchesapp.com (Hampton Roads, Virginia). We aim to respond within 1–2 business days.