Welcome to Serve, operated by Abracom Premier Services ("we", "us", or "our"). This Privacy Policy explains how our mobile applications (Customer App & Partner / Expert App) and online services collect, use, disclose, and protect your information when you access or use our platform.
Summary for Users: We only collect data necessary to provide home services, safely process escrow transactions, verify service professional identity (KYC), and facilitate communication. We never sell your personal information to third parties.
1. Information We Collect
We collect information you provide directly to us, as well as data gathered automatically when you use our services:
A. Information You Provide Directly
- Account Details: Full name, phone number, email address, password, and profile avatar during registration.
- Service Requests & Bookings: Booking addresses, service categories requested, schedules, notes, and service ratings/reviews.
- Escrow & Payment Information: Payment method selection, deposit/withdrawal transaction requests via mobile money (such as MTN MoMo and Airtel Money through licensed gateways), transaction references, and payment status.
- Professional Partner / Expert KYC Data: National Identity Card (NRC / National ID / Passport) front and back images, live facial selfie captures, trade certifications, skill details, and years of experience.
B. Automatically Collected Information
- Precise & Approximate Location: With your permission, we collect location data to show available service providers in your vicinity, display real-time partner transit status, and enable navigation to service locations.
- Camera & Storage Access: Used solely when you choose to take or upload a profile photo, upload KYC identification documents, or capture job completion photos.
- Device & Usage Data: Device model, operating system version, push notification tokens (Firebase Cloud Messaging), network connection state, and app performance diagnostics.
2. How We Use Your Information
We utilize the collected information for the following legitimate business and service purposes:
- To create and administer your user or service provider account.
- To connect customers with verified service professionals in their city and neighborhood.
- To process, secure, and release funds held in Escrow protection accounts.
- To verify the authenticity of service providers via KYC compliance checks before granting platform access.
- To send transactional push notifications and SMS alerts regarding booking updates, job assignments, and OTP verifications.
- To provide responsive customer support and resolve disputes.
- To detect, investigate, and prevent fraudulent, unauthorized, or illegal activities.
3. Information Sharing & Disclosure
We do not sell, rent, or trade your personal data. We only share information in the following limited situations:
- Between Customers and Service Providers: Necessary booking details (customer first name, service address, job specifications, and contact number) are shared with the assigned service professional solely to perform the booked service.
- Payment Processors & Escrow Gateways: Transaction amounts and payment identifiers are securely transmitted to licensed payment partners (such as pawaPay and Broadpay) to execute mobile money transfers.
- Legal & Regulatory Compliance: When required by applicable law, regulation, subpoena, or governmental request to protect the rights, property, or safety of our users or the public.
4. Data Security & Storage
We implement robust industry-standard technical and organizational security measures, including SSL/TLS encryption for data in transit and encrypted databases for data at rest. Access to sensitive KYC documents and personal identifiers is restricted to authorized compliance personnel.
5. Data Retention & Account Deletion
We retain your personal data for as long as your account remains active or as needed to provide our services. You have the right to request permanent deletion of your account and associated personal data at any time.
To request account deletion, you may:
- Navigate to Settings → Delete Account within the mobile app.
- Visit our dedicated online Account & Data Deletion Request Page.
- Email our data privacy officer directly at support@abracompremierservices.com.
6. Children's Privacy
Our platform is not directed to individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that a minor has provided us with personal data, we will take immediate steps to delete such information.
7. Updates to This Policy
We may update this Privacy Policy periodically to reflect changes in our practices or regulatory requirements. We will notify you of any material changes by updating the "Last Revised" date at the top of this page and via in-app notifications where appropriate.
8. Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or your personal information, please contact us:
- Company: Abracom Premier Services
- Email: support@abracompremierservices.com
- Support Phone / WhatsApp: +260771309793
- Address: plot no. 8 new chamber Valley ngwerere road