Privacy Policy

Last updated: July 19, 2026

This Privacy Policy explains how UrbanHelper (operated by 1001681804 ONTARIO INC., a corporation incorporated in Ontario, Canada, “we”, “us”) collects, uses, and shares your personal information when you use our apps and website (the “Services”). We are committed to handling your information in accordance with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial laws.

1. Information we collect

• Account & profile: name, email, phone number, profile photo, and the role(s) you use (Customer and/or Helper).
• Location & addresses: service addresses you enter and approximate device location used to match jobs and show availability in your area.
• Helper verification: for Helpers, identity and credential information (e.g., government ID, certifications), and the result of a criminal background check, required to verify eligibility and maintain trust and safety. The Helper consents to the background check before it is run.
• Payments: payment is processed by Stripe. We do not store full card numbers; Stripe handles payment details and Helper payout/onboarding information.
• Bookings & communications: details of jobs, messages, ratings, and reviews.
• Usage & device: app interactions, device identifiers, push notification tokens, and diagnostics.

2. How we use your information

• To operate the marketplace: create accounts, match Customers and Helpers, schedule and complete jobs.
• To process payments, payouts, refunds, and taxes.
• To verify Helper identity and eligibility, and to maintain trust and safety.
• To send service communications and notifications (with your consent where required).
• To improve the Services, analyze usage, prevent fraud, and comply with legal obligations.

3. How we share your information

We share information only as needed to provide the Services:

• Between users: limited details necessary to complete a job (e.g., first name, service address, and contact for an accepted booking) are shared between the matched Customer and Helper.
• Service providers: we use trusted processors that handle backend hosting and databases, transactional email, criminal-record and identity screening for Helpers, error diagnostics, and product analytics. They process data on our behalf, only on our instructions, under appropriate safeguards. The ones you deal with directly are named: Stripe processes payments and payouts, including the identity check it runs before it will pay a Helper, and Google provides address search and, through Firebase Cloud Messaging, carries push notifications; Apple makes the final delivery of push notifications to iPhones. You can ask us at any time which providers we use for a given purpose.
• Address search: when you type an address, the text you enter is sent to Google's Places service to return suggestions. This request is made by our servers rather than your device, so Google receives the address text but not your IP address or device identifiers.
• Signing in: if you choose to sign in with Google or Apple, that provider handles the sign-in and tells us your name and email. Signing in with an email and password involves neither.
• Error diagnostics: when something fails on our servers we send the error to our diagnostics provider to fix it. Those reports carry the failing operation and error type, and are scrubbed of personal information before they leave our systems.
• Legal & safety: where required by law, to enforce our Terms, or to protect the rights and safety of users.

We do not sell your personal information.

4. Cookies & analytics

This website sets no cookies and loads nothing from third-party servers, so browsing it does not announce you to anyone. There is nothing here for you to opt out of.

The apps store what is needed to keep you signed in on your own device, and use a product-analytics provider to understand how the apps are used so we can improve them. You can control notification permissions through your device settings.

5. Data retention

We retain personal information for as long as your account is active and as needed to provide the Services, comply with legal, tax, and accounting obligations, resolve disputes, and enforce our agreements. We delete or anonymize information when it is no longer required.

You can delete your account at any time from the app (Account, then Delete account). Deletion does not happen right away: your account first enters a 90-day grace period, during which signing back in cancels the deletion and restores your account. If you do not sign in within 90 days, we permanently remove or anonymize your personal details and you will no longer be able to sign in. Some records, such as past bookings and completed jobs, are kept in anonymized form where we need them to meet legal, tax, accounting, or dispute-resolution obligations.

6. Your rights

Subject to applicable law, you may request access to, correction of, or deletion of your personal information, and you may withdraw consent for certain processing. You can delete your account yourself from the app (see Data retention above), or contact us at hello@urbanhelper.ca to make a request. We will respond within the timeframes required by law.

7. Security

We use technical and organizational safeguards designed to protect your information, including encryption in transit and restricted access. No system is perfectly secure, but we work to protect your data and to notify you and regulators of incidents as required.

8. International data transfers

Some of our service providers may store or process data outside Canada (for example, in the United States). Where this occurs, we take steps to ensure your information receives appropriate protection.

9. Children

The Services are not directed to individuals under 18, and we do not knowingly collect their personal information.

10. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version with a new “Last updated” date and, where appropriate, notify you in-app or by email.

11. Contact

For privacy questions or requests, contact our privacy team at hello@urbanhelper.ca.