Privacy Policy

H2O Needs (“H2O Needs”, “we”, “us”, or “our”) operates an on-demand marketplace for home and water services. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use the H2ONeeds customer app, the H2ONeeds Partnerapp, and our related websites and services (together, the “Services”).

By creating an account or using the Services, you agree to the collection and use of information in accordance with this policy. If you do not agree, please discontinue use of the Services.

We collect the following categories of information:

• Account & contact information — your name, mobile phone number, and email address. We verify your phone number using a one-time password (OTP) sent via SMS.
• Location information — with your permission, we collect precise or approximate device location to show nearby services, match you with service partners, enable on-the-way tracking, and confirm service addresses.
• Booking & service details — the services you browse, book, and complete, your service address, scheduled time slots, and ratings or reviews you submit.
• Payment information — when you pay online, payment is processed by our third-party payment processor. We do not store your full card or banking details on our servers; we retain only transaction references and status needed to fulfil and account for your order. Cash-on-delivery (COD) orders record only the amount and settlement status.
• Partner information — for service partners, we additionally collect onboarding and verification details, earnings, settlement records, and completion proof (such as photos and OTP confirmations) submitted during a job.
• Device & usage data — device model, operating system, app version, unique identifiers, and usage logs used to operate, secure, and improve the Services.

We use your information to:

• Create and manage your account and authenticate you via OTP.
• Process bookings, match customers with verified service partners, and enable real-time job tracking and communication.
• Process payments, refunds, and partner settlements.
• Provide customer support and respond to your requests and disputes.
• Send service-related notifications (booking status, OTPs, receipts) and, where permitted, promotional messages you can opt out of.
• Maintain the safety, security, and integrity of the Services and prevent fraud and abuse.
• Comply with legal obligations and enforce our terms.

We do not sell your personal information. We share information only as described below:

• Service partners and customers— to fulfil a booking, we share the information necessary to complete the service, such as the customer’s name, service address, contact number, and booking details with the assigned partner, and the partner’s name and contact details with the customer.
• Payment processors — we share transaction information with our payment provider to process online payments securely.
• Communication providers — we use SMS providers to deliver OTPs and notifications.
• Service providers — we engage vendors for hosting, analytics, and infrastructure who process data on our behalf under confidentiality obligations.
• Legal & safety — we may disclose information to comply with applicable law, legal process, or to protect the rights, property, or safety of H2O Needs, our users, or the public.

The apps may request the following device permissions:

• Location — to show nearby services, set service addresses, match partners, and enable on-the-way tracking.
• Notifications — to send booking updates, OTPs, and important account alerts.
• Camera & photos (partner app) — to capture completion proof and verification documents.

You can change or revoke permissions at any time in your device settings. Disabling certain permissions may limit features of the Services.

We retain your information for as long as your account is active or as needed to provide the Services, and thereafter as required to comply with our legal obligations, resolve disputes, complete settlements, and enforce our agreements. When data is no longer required, we delete or anonymise it.

We use industry-standard administrative, technical, and physical safeguards to protect your information, including encryption in transit and access controls. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.

Subject to applicable law, you may:

• Access, correct, or update your account information.
• Request deletion of your account and associated personal data.
• Opt out of promotional communications.
• Manage device permissions through your device settings.

To exercise these rights, contact us at privacy@h2oneeds.com. We will respond within a reasonable timeframe.

The Services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.

We may update this Privacy Policy from time to time. We will post the revised version with an updated “Last updated” date, and, where appropriate, notify you within the Services. Your continued use after changes take effect constitutes acceptance of the updated policy.

If you have questions or concerns about this Privacy Policy or our data practices, contact us at privacy@h2oneeds.com.