Privacy Policy
PeloServe is a trading name of Pelo Group Limited, a company registered in England and Wales under company number 13268133. In this policy, “PeloServe”, “we”, “us” and “our” refer to Pelo Group Limited trading as PeloServe. This policy applies to peloserve.co.uk and its subdomains, including app.peloserve.co.uk, and to the PeloServe mobile app for iOS and Android.
Last updated: 6 October 2026
1. Who this policy applies to
This Privacy Policy applies to everyone who uses peloserve.co.uk, app.peloserve.co.uk or the PeloServe mobile app. This includes visitors to the website and public business profile pages; customers who submit quote requests or create accounts; businesses that subscribe to the PeloServe platform; and staff members invited by a business to use PeloServe on its behalf.
2. Our role
We act as a data controller for the personal data described in this policy, including account details, quote requests, and business profile and marketplace data. When a subscribing business uses PeloServe to manage its own customers, staff, invoices and visit records, we act as a data processor on that business’s behalf. We process that data only as needed to provide the platform and in accordance with the business’s instructions.
3. What we collect
Depending on how you use PeloServe, we may collect the following information:
Customers: your name, email address and phone number; account login details; service address; quote request details, such as the service you need, location, preferred date and any messages you send to a business; and any reviews you submit.
Businesses: business name and login email address; postal address, including address lines, town, region and postcode; public contact email address and phone number, if you choose to publish them on your profile; business description, service area, logo and cover images; service names, descriptions and prices; posts; and payment-related information processed on our behalf by our payment providers. We do not store full card numbers.
Staff: if a business invites you to use PeloServe as a staff member, we collect your name, email address and phone number; account login details; your device’s location when you clock in or out of a visit, collected only at that time and never in the background; and visit, schedule and payslip records that the business maintains about you, where it uses PeloServe for payroll. The business controls this data; see “Our role” above.
Everyone: IP address, browser and device information, and usage data collected automatically for security, fraud prevention and service improvement. The mobile app also uses a push-notification token solely to deliver in-app notifications to your device.
Reports and blocking: if you report a post, review, message or business profile, we store your report, including its reason, your description and, if you are not signed in, the email address you provide. We use this information to review the report and take action. We may also keep a record when a business blocks a customer. We keep this information for as long as needed to handle the report and protect users and PeloServe from abuse.
SMS messages sent by businesses: when a business sends an SMS through PeloServe, we process the recipient’s name and phone number, the message content, the time it was sent and its delivery status. We also keep a log of messages sent and credits used. This is part of the business’s customer data, which we process on the business’s behalf; see “Our role” above.
4. Business profile visibility
Subscribing businesses control how much of their profile is public using two separate settings:
Public or Private: a Public profile shows the business’s full description, address, public contact details, services, posts and reviews to anyone visiting peloserve.co.uk. A Private profile hides those details from the public. Only a signed-in customer who has received a service from that business can view its full profile. Other visitors see only a basic listing—business name, town and logo—in search and directory results.
Show or hide prices: separately, a business can choose whether to show the price of each service on its public profile. Prices are hidden by default.
Each business is responsible for the accuracy of the address and contact details it publishes and for choosing the visibility settings appropriate to its business.
5. Cookies and analytics
We use cookies and similar technologies for the following purposes:
Strictly necessary: to keep you signed in and remember essential preferences. These cookies cannot be switched off without affecting core functionality.
Analytics: Google Tag Manager and Google Analytics help us understand how visitors use the site and improve it.
Security: Google reCAPTCHA is used on our contact, registration and guest quote request forms to help prevent spam and abuse.
Payments: our payment providers, Stripe and GoCardless, may set their own cookies when you use an embedded payment form. Please see their privacy policies for more information.
You can control or disable cookies through your browser settings, although this may affect some site functionality. For more information, visit cookiesandyou.com. You can also opt out of Google Analytics using the Google Analytics opt-out add-on.
6. How we use your data
We use your data to operate your account; connect customers with businesses through our quote request system; publish business profiles according to the visibility settings chosen by each business; process payments and subscriptions; respond to support requests; and improve PeloServe.
We also use contact details to send service-related emails and, where applicable, SMS messages. These may include visit reminders and payment notices sent by a business to its customers. We send marketing emails only where the recipient has opted in. Recipients can unsubscribe at any time using the link in the email.
7. Sharing your data
When you submit a quote request, we share the details you provide with the business that claims the request so it can respond to you. If a business has a Public profile, the address, contact and service information it chooses to publish is visible to anyone who visits the profile. If the profile is Private, that information is available only to a customer who has received a service from the business.
We also share data with service providers that help us operate PeloServe. These providers have their own data protection obligations:
Stripe and GoCardless process payments; Twilio delivers SMS messages; our email provider delivers transactional emails and marketing emails where the recipient has opted in; and Google reCAPTCHA and Google Analytics support spam prevention and site analytics. Visit photos are stored on our hosting infrastructure. For accounts on plans that include cloud backup, Amazon Web Services is used only for secondary encrypted backups.
Business-plan subscribers may choose to configure their own outgoing email server (SMTP) in their dashboard. This allows invoices, quotes and other business communications to be sent from their own domain. SMTP credentials are stored securely, used only to send communications initiated through PeloServe, and are not shared with others.
We do not sell personal data. If any of the providers listed above transfer data outside the UK, appropriate safeguards, such as Standard Contractual Clauses, are used.
8. Data retention
We keep personal data while your account is active, or for as long as needed to provide our services. When you delete your account, you are signed out immediately and your account is closed. We retain your data for 30 days in case you ask us to restore your account. After that period, we anonymise or delete the data as described below.
Businesses: your subscription stops renewing, and no further payments are taken. Any time you have already paid for is not refunded. We keep your account data until 30 days after the later of your account deletion date and the end of your paid subscription period. We then anonymise the account data and delete its photos, posts, reviews, messages, support tickets and staff personal details. If you did not have a paid subscription, this period is 30 days from account deletion.
Staff and customers: your login is closed immediately, and your personal data is anonymised 30 days after account deletion. For staff, the business retains its own records, such as visit and payslip records.
We retain financial records, including invoices, payments, payslips and subscription records, for six years plus the current year to meet accounting and tax obligations. We remove personal details from related customer and property records. We keep quote requests and support messages for as long as needed to resolve the matter, then delete or anonymise them. Reviews remain visible on a business’s public profile unless removed on request. Visit photos are deleted according to the photo-retention setting for your plan.
9. Your rights
Under the UK GDPR and the Data Protection Act 2018, you may have the right to access, correct or delete your personal data; object to or restrict certain processing; and request data portability.
Deleting your account
Businesses, staff and customers can delete their own account at any time in the app or web dashboard. Sign in, go to Profile → Delete Account, enter your password and confirm. You will be signed out immediately. We will anonymise your personal data after the retention period described in “Data retention”. Until then, you can ask us to restore your account by contacting us. We retain records we are legally required to keep, including financial records kept for six years plus the current year for tax purposes. To ask us to delete data or exercise another privacy right, contact us using the details below. You can also contact us if you want us to consider deleting your data sooner than the periods described above.
You can complain to the UK Information Commissioner’s Office (ICO) at ico.org.uk.
10. Children’s privacy
PeloServe is not intended for people under 18, and we do not knowingly collect personal data from anyone under 18.
11. Changes to this policy
We may update this policy from time to time. The latest version will be available on this page.
12. Contact us
If you have questions about this policy or how we handle your data, email us at privacy@peloserve.co.uk.