Privacy & Personal Data Policy

Last Updated: 6 October 2026

Welcome to MyHomelyHub.

MyHomelyHub is an online marketplace designed to connect homeowners, tenants, landlords and other customers seeking home-related services with independent service providers, tradespeople, contractors and businesses able to provide those services.

We take the protection of your personal information seriously and are committed to respecting your privacy and protecting the personal data that we collect, use, store and share.

This Privacy & Personal Data Policy explains:

• what personal information we collect;
• why we collect and use it;
• how we use your information;
• when your information may be shared;
• how long we retain personal information;
• how we protect your information;
• your rights in relation to your personal information; and
• how you can contact us regarding privacy or data protection matters.

This Policy applies to anyone using the MyHomelyHub website, applications, portals, communications systems or related services, including homeowners, customers, service providers and visitors.

For the purposes of this Policy, references to "MyHomelyHub", "we", "us" or "our" mean the operator of the MyHomelyHub platform.

MyHomelyHub operates an online marketplace through which users can:

• search for home service providers;
• advertise or post jobs and projects;
• request quotations;
• communicate with service providers;
• receive applications or expressions of interest from service providers;
• arrange services;
• leave reviews and ratings;
• create homeowner or service provider profiles;
• search for services using location and mapping functionality;
• make or receive payments where payment functionality is provided;
• manage appointments, jobs and communications; and
• access other services made available through the MyHomelyHub platform.

MyHomelyHub generally acts as the operator of the marketplace and does not itself provide the individual trade or home services advertised by independent service providers unless expressly stated otherwise.

For data protection purposes, the organisation operating MyHomelyHub is normally the data controller of personal information collected directly through the MyHomelyHub platform.

The data controller determines how and why your personal information is processed.

Data Controller:

MyHomelyHub Ltd

Trading Name: MyHomelyHub

Registered Address:

71-75 Shelton Street, Covent Garden, London WC2H 9JQ

Company Registration Number:

16247573

Email:

privacy@myhomelyhub.com

Website:

www.myhomelyhub.com

Where an independent service provider receives personal information from a homeowner or customer through MyHomelyHub, that service provider may become an independent data controller for the information they receive and will be responsible for complying with their own data protection obligations.

The information we collect depends on how you interact with MyHomelyHub.

4.1 Account Information

When you create an account, we may collect:

• your full name;
• email address;
• telephone number;
• username;
• password or encrypted login credentials;
• profile photograph;
• account preferences;
• communication preferences;
• account type;
• date of registration; and
• account activity.

If you register as a homeowner, landlord, tenant or other customer, we may collect information including:

• your name;
• contact details;
• property address;
• postcode;
• service location;
• photographs of your property;
• videos;
• descriptions of work required;
• preferred appointment times;
• budget information;
• job specifications;
• communications with service providers;
• quotation requests;
• quotations received;
• booking information;
• payment information;
• reviews and ratings;
• complaints and dispute information; and
• previous jobs or service requests.

Please take care not to upload unnecessary personal information when posting photographs, videos or descriptions of your property.

If you register as a service provider, contractor, tradesperson or business, we may collect:

• your name;
• business name;
• trading name;
• company registration details;
• registered address;
• trading address;
• telephone number;
• email address;
• website address;
• service areas;
• geographical coverage;
• services and trades provided;
• profile photographs;
• company logos;
• portfolio photographs;
• qualifications;
• certifications;
• licences;
• trade memberships;
• accreditations;
• insurance information;
• public liability insurance documents;
• professional indemnity information;
• DBS information where relevant;
• identity verification information;
• proof of address;
• references;
• customer ratings;
• customer reviews;
• quotations submitted;
• jobs applied for;
• jobs completed;
• pricing information;
• bank or payment details;
• subscription information; and
• communications made through the platform.

We may also record whether a provider has completed verification checks offered through MyHomelyHub.

To help improve trust and safety on the platform, we may ask users, particularly service providers, to complete identity or business verification.

Depending upon the verification process used, this may include:

• proof of identity;
• passport information;
• driving licence information;
• proof of address;
• company information;
• director information;
• insurance documentation;
• trade qualifications;
• certificates;
• accreditation information; and
• other documentation reasonably required to verify identity, competency or business status.

Where a third-party identity verification provider is used, the provider may process information on our behalf or under its own privacy policy.

MyHomelyHub may display verification indicators or badges on a service provider's profile.

A verification badge does not constitute a guarantee of the quality, suitability or performance of a service provider.

MyHomelyHub may use location information to help users find relevant services or jobs.

This may include:

• postcode;
• town or city;
• approximate geographical location;
• IP-derived location;
• manually entered service location; and
• location information provided through mapping services.

Where device-based precise location functionality is offered, we will request any permissions required before accessing location information.

Location information may be used to:

• show local service providers;
• show jobs available in a particular area;
• calculate approximate distances;
• prioritise search results;
• operate map-based search features; and
• improve the relevance of the services shown to you.

We may limit the amount of address information displayed publicly for security and privacy reasons.

When you post a job on MyHomelyHub, certain information may be made available to suitable service providers.

This could include:

• type of work required;
• description of the problem or project;
• approximate location;
• photographs;
• requested dates;
• budget range; and
• other information you choose to provide.

We may initially restrict the disclosure of your exact address or direct contact details until an appropriate stage of the enquiry or booking process.

You should avoid including sensitive or unnecessary personal information in publicly visible job descriptions.

Where MyHomelyHub provides messaging, enquiry or communications functionality, we may process communications between users.

This may include:

• messages;
• attachments;
• photographs;
• job enquiries;
• quotations;
• booking discussions;
• support conversations; and
• dispute communications.

We may retain and, where reasonably necessary, review communications for purposes including:

• providing customer support;
• investigating complaints;
• preventing fraud;
• enforcing our Terms and Conditions;
• protecting users;
• resolving disputes;
• improving our services; and
• complying with legal obligations.

Users should not use MyHomelyHub messaging systems to send unlawful, abusive, threatening, discriminatory, fraudulent or otherwise prohibited content.

Where payments are available through MyHomelyHub, payments may be processed by a specialist third-party payment provider.

Depending on the payment system used, information may include:

• payer name;
• billing address;
• transaction value;
• payment status;
• transaction reference;
• refund information;
• bank account details;
• payout information; and
• limited payment card information.

MyHomelyHub will normally avoid directly storing complete payment card details where payments are handled by an authorised payment processing provider.

Payment providers may process your information in accordance with their own privacy notices.

Following a transaction or interaction, users may be able to leave reviews and ratings.

Reviews may include:

• username or profile name;
• rating;
• comments;
• photographs;
• service details; and
• service provider responses.

Reviews may be visible publicly.

We reserve the right to investigate, moderate, restrict or remove reviews where we reasonably believe they:

• breach our Terms;
• contain personal information that should not be published;
• are defamatory;
• are fraudulent;
• are misleading;
• contain abusive or discriminatory material; or
• otherwise breach platform rules.

When you use our website or applications, we may automatically collect technical information such as:

• IP address;
• browser type;
• operating system;
• device type;
• device identifier;
• referring website;
• pages viewed;
• session information;
• login information;
• approximate location;
• website activity;
• error logs;
• security logs;
• cookie information; and
• timestamps.

We use this information to operate, secure, maintain and improve the MyHomelyHub platform.

We may use your information to:

Operate MyHomelyHub

Including to:

• create and manage accounts;
• authenticate users;
• maintain profiles;
• display provider listings;
• publish jobs;
• match customers with service providers;
• facilitate quotations;
• facilitate bookings;
• enable communications;
• provide map and location search functionality; and
• process platform transactions.

Provide Customer Support

Including to:

• respond to enquiries;
• resolve technical problems;
• investigate complaints;
• manage refunds;
• resolve disputes; and
• communicate important information about your account.

Improve Our Services

We may analyse how MyHomelyHub is used to:

• improve functionality;
• develop new features;
• identify popular services;
• improve search results;
• understand user behaviour;
• improve marketplace matching; and
• improve the overall user experience.

Maintain Security

We may process information to:

• prevent fraud;
• identify suspicious activity;
• prevent misuse;
• detect fake accounts;
• protect accounts;
• investigate prohibited activity;
• maintain system security; and
• protect MyHomelyHub, its users and third parties.

Meet Legal Requirements

We may process information where necessary to:

• comply with applicable law;
• respond to lawful requests from authorities;
• establish or defend legal claims;
• comply with taxation or accounting obligations; or
• enforce our contractual rights.

Under applicable UK data protection law, we must have a lawful basis for processing personal information.

Depending on the circumstances, we may rely on:

Contract

Processing may be necessary to provide the MyHomelyHub service you have requested or to take steps at your request before entering into a contract.

For example:

• creating your account;
• processing a subscription;
• facilitating a booking;
• providing platform functionality; or
• administering a transaction.

Legitimate Interests

We may process personal information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

These interests may include:

• operating the marketplace;
• protecting users;
• preventing fraud;
• improving the platform;
• managing complaints;
• securing our systems;
• analysing platform performance; and
• protecting our legal rights.

Legal Obligation

We may process information where required to comply with legal or regulatory obligations.

Consent

Where required, we may rely on your consent.

For example, consent may be used for:

• certain direct marketing communications;
• optional cookies;
• advertising technologies; and
• specific optional functionality.

Where processing is based on consent, you may withdraw your consent at any time.

Withdrawal of consent will not affect processing that occurred before consent was withdrawn.

An essential function of MyHomelyHub is enabling homeowners and service providers to communicate and transact.

Information may therefore be shared between users where necessary to facilitate a job.

For example, service providers may receive:

• your name;
• approximate or exact job location;
• contact information;
• job description;
• photographs;
• preferred appointment times; and
• communications relating to the job.

Homeowners may receive information about service providers including:

• business name;
• profile details;
• contact information;
• ratings;
• reviews;
• qualifications;
• insurance information;
• accreditations;
• verification status;
• quotations; and
• portfolio information.

Once personal information has legitimately been provided to another user, that user may have their own legal responsibilities regarding how that information is used and protected.

Users must only use information received through MyHomelyHub for legitimate purposes associated with the relevant job or service.

Personal information obtained through MyHomelyHub must not be harvested, sold, distributed or used for unsolicited marketing without an appropriate lawful basis.

We may share personal information with trusted organisations that assist us in operating MyHomelyHub.

These may include:

• website hosting providers;
• cloud storage providers;
• payment processors;
• email providers;
• SMS providers;
• customer support platforms;
• analytics providers;
• mapping providers;
• identity verification companies;
• fraud prevention services;
• accountants;
• auditors;
• insurers;
• professional advisers;
• IT and cybersecurity providers; and
• regulatory or law enforcement authorities where legally required.

Where third parties process personal information on our behalf, we expect appropriate contractual and data protection arrangements to be in place.

We may use personal information to detect and prevent:

• fraud;
• scams;
• payment abuse;
• fake profiles;
• duplicate accounts;
• identity misuse;
• misuse of the marketplace;
• abusive behaviour;
• prohibited transactions; and
• other activity that could harm MyHomelyHub or its users.

This may include comparing account information, analysing account activity and, where appropriate, restricting or suspending accounts.

Where permitted by law, we may contact you about:

• new services;
• platform features;
• relevant service providers;
• job opportunities;
• promotions;
• competitions;
• marketplace updates; and
• other MyHomelyHub services.

Where consent is required, we will request it before sending relevant marketing.

You can unsubscribe from marketing emails by using the unsubscribe option contained within our communications or by contacting us.

Service-related communications, such as security alerts, booking confirmations or important changes to your account, are not marketing communications and may still be sent where necessary.

MyHomelyHub may use cookies and similar technologies to:

• operate the website;
• keep users logged in;
• maintain security;
• remember preferences;
• understand website usage;
• measure performance;
• personalise content;
• provide map functionality; and
• support advertising or marketing functionality where applicable.

Where required, non-essential cookies will not be activated until the appropriate consent has been provided.

Further information should be provided within our separate Cookie Policy and cookie preference centre.

MyHomelyHub may use third-party mapping and location services to provide:

• map search;
• location suggestions;
• address lookup;
• postcode search;
• route information; and
• distance calculations.

Information submitted to these services may be processed by the relevant mapping provider according to its own terms and privacy policy.

Where MyHomelyHub allows users to register or sign in using third-party services such as Google, Apple or social media platforms, we may receive information authorised by you from that provider.

This may include:

• your name;
• email address;
• profile photograph; and
• account identifier.

The information available to us depends upon your settings with the third-party provider.

Certain information uploaded to MyHomelyHub may be intentionally public.

For service providers, this may include:

• business name;
• profile photograph;
• logo;
• service description;
• service area;
• photographs;
• reviews;
• ratings;
• qualifications;
• verification status; and
• business contact information.

You should not publish information that you do not want publicly accessible.

Search engines may index publicly accessible profile pages.

We do not generally require users to provide sensitive or special category personal data.

Users should avoid posting information relating to matters such as:

• health;
• ethnicity;
• religion;
• political opinions;
• sexual orientation; or
• other particularly sensitive personal information

unless it is genuinely necessary.

If sensitive information is required for a legitimate reason, it will be processed in accordance with applicable data protection legislation.

MyHomelyHub is not intended to be used independently by children.

Users must be at least 18 years old to create a homeowner or service provider account unless expressly permitted otherwise by our Terms and Conditions.

We do not knowingly seek to collect personal information directly from children for the purpose of creating marketplace accounts.

If you believe a child has provided personal information to MyHomelyHub without appropriate authority, please contact us.

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

Retention periods may depend upon:

• the nature of the information;
• the duration of your account;
• legal requirements;
• taxation requirements;
• accounting obligations;
• contractual requirements;
• dispute resolution;
• fraud prevention; and
• potential legal claims.

Some information may therefore be retained after an account has been closed where this is necessary for legal, regulatory, security or legitimate business purposes.

Where information is no longer required, we will take reasonable steps to securely delete, anonymise or otherwise dispose of it.

You may request closure of your MyHomelyHub account.

Closing an account does not necessarily mean that all information will immediately be deleted.

We may retain certain information where reasonably required for:

• legal compliance;
• financial records;
• fraud prevention;
• dispute resolution;
• contractual enforcement;
• safeguarding users;
• legal claims; or
• other legitimate purposes permitted by law.

Information retained for these purposes will not normally be used for unrelated purposes.

We take reasonable technical and organisational measures to protect personal information.

Depending on the systems used, these measures may include:

• encrypted communications;
• password protection;
• access controls;
• authentication controls;
• secure cloud infrastructure;
• monitoring;
• backups;
• logging;
• vulnerability management;
• staff access restrictions; and
• security procedures.

However, no internet-based service can guarantee complete security.

Users are responsible for maintaining the confidentiality of their passwords and account credentials.

You should notify us immediately if you believe your account has been compromised.

Some organisations that provide technology or support services to MyHomelyHub may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that suitable safeguards are used where required by applicable data protection legislation.

These safeguards may include:

• UK adequacy regulations;
• approved contractual safeguards;
• the UK International Data Transfer Agreement;
• approved UK Addendum arrangements; or
• other legally permitted transfer mechanisms.

Depending on the circumstances, UK data protection legislation provides individuals with various rights concerning their personal information.

These may include:

Right of Access

You may request confirmation of whether we process your personal information and request a copy of information we hold about you.

Right to Rectification

You may ask us to correct inaccurate or incomplete personal information.

Right to Erasure

In certain circumstances, you may ask us to delete your personal information.

This right is not absolute, and we may need to retain information where legally permitted or required.

Right to Restrict Processing

In certain circumstances, you may request that we restrict how your information is processed.

Right to Object

You may have the right to object to processing based on legitimate interests or to processing for direct marketing purposes.

Right to Data Portability

Where applicable, you may request certain information in a structured, commonly used and machine-readable format.

Right to Withdraw Consent

Where we rely upon your consent, you may withdraw that consent at any time.

Rights Relating to Automated Decision-Making

Where applicable, you may have rights relating to decisions made solely using automated processing that produce legal or similarly significant effects.

If you wish to exercise a data protection right, please contact:

Email: privacy@myhomelyhub.com

Please clearly explain:

• your name;
• the email address associated with your account;
• the nature of your request; and
• any information reasonably required to identify the relevant account.

We may request reasonable proof of identity before processing certain requests.

We aim to respond within the time periods required by applicable data protection law.

MyHomelyHub may use automated systems to help:

• identify suitable service providers;
• rank search results;
• recommend services;
• recommend jobs to service providers;
• detect suspicious activity; and
• personalise platform functionality.

For example, recommendations may consider:

• location;
• service category;
• availability;
• ratings;
• profile completeness;
• previous activity; and
• other relevant marketplace factors.

Where automated processing amounts to automated decision-making regulated under data protection law, we will provide any additional information or rights required.

Users are responsible for ensuring that information provided to MyHomelyHub is accurate and kept up to date.

Service providers should promptly update:

• insurance details;
• qualifications;
• contact details;
• business details;
• service areas;
• certifications; and
• other information displayed within their profiles.

MyHomelyHub may request updated documentation from time to time.

We may receive personal information from third parties including:

• other users;
• identity verification providers;
• payment providers;
• fraud prevention services;
• business directories;
• publicly available sources;
• social login providers;
• professional or trade organisations; and
• referral partners.

Where appropriate, we will process such information in accordance with applicable data protection legislation.

If you have concerns about how we process your personal information, please contact us first so that we can investigate the matter.

Privacy Contact:

Data Protection Team

Email:

privacy@myhomelyhub.com

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Further information can be obtained through the ICO's official website.

MyHomelyHub may contain links to third-party websites or services.

We are not responsible for the privacy practices of websites or services operated by third parties.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

If MyHomelyHub or its operating company is sold, merged, reorganised or transferred, personal information may be transferred as part of that transaction.

Any recipient will be required to handle personal information in accordance with applicable data protection requirements.

We may update this Privacy & Personal Data Policy from time to time.

Changes may be required due to:

• changes in law;
• new platform functionality;
• changes to our services;
• changes to our suppliers; or
• changes to the way information is processed.

The latest version will be published on the MyHomelyHub website with an updated revision date.

Where changes are significant, we may provide additional notification through the website, account portal or email.

If you have questions about this Privacy & Personal Data Policy or how MyHomelyHub handles personal information, please contact:

MyHomelyHub

MyHomelyHub Ltd

71-75 Shelton Street, Covent Garden, London WC2H 9JQ

Email: privacy@myhomelyhub.com

Website: www.myhomelyhub.com

MyHomelyHub is committed to treating personal information responsibly and transparently.

Our objective is to collect only the information reasonably required to operate a safe, effective marketplace that allows homeowners to find reliable service providers and enables professional service providers to connect with customers looking for their services.

We will continue to review our data protection practices as MyHomelyHub develops and introduce appropriate safeguards as new features and services are added.