Duably Privacy Policy
Who We Are
Duably, LLC ("Duably," "we," "us") is a Utah company that operates a software platform connecting homeowners with independent home service providers. This policy explains what we collect, why we collect it, who we share it with, and what you can ask us to do with it. It covers the Duably homeowner app, the Duably provider app, and duably.com.
Information You Give Us
Account information. Your name, phone number, and email address. Homeowners sign in with a phone number and a one-time code. Providers sign in with an email address and a password, which we store only as a one-way hash and never in readable form.
Property information. For homeowners: a nickname you choose for the property, its street address, city, state, and ZIP code, the year it was built if you tell us, plus any access notes you write for the technician (for example, gate codes or where the water shutoff is). Access notes are shown to the provider working your job from the moment they set out for your property until the job closes, never in the marketplace listing a provider sees before accepting, and they are deleted if you delete your account. Our own support staff can see them when they need to help with a job.
Job information. What you tell us about the problem, the trade and issue category, photos you attach, when you said you are available, provider findings and recommendations, quoted and final prices, and the status history of the job. Before your photos are stored, we remove hidden photo metadata such as GPS location, so a photo can never give away your address on its own.
Reviews. After a job you can rate the provider and write a comment. The provider sees their overall ratings, not your comment and not which rating was yours. Our staff can see both.
Provider business information. For providers: your business name and type, the trades you work, your service area, your trade license numbers and insurance details, the documents you upload to support them, your business address, and your EIN or Tax ID.
Payment information. Card details are entered directly into Stripe's secure payment sheet inside the app. Duably's servers do not receive or store your card number. What we keep is a reference from Stripe, plus the card brand, the last four digits, and the expiration date, so you can tell your cards apart. For providers, your bank details and the identity information needed for tax forms are collected by Stripe, not by us; we collect your business EIN or Tax ID directly.
Waitlist. If Duably is not open in your area yet, you can give us your email address and ZIP code to be told when we launch there. We do not create an account for you, and we send you exactly two emails: one confirming we have you, and one when we open in your area. Email support@duably.com any time to be taken off the list.
Information We Collect Automatically
Time zone. Your device's time zone, so arrival windows are scheduled in your local time.
Decision records. At the moments that matter, we record the time, your IP address, and your device's network identifier: when you create your account and accept these documents, when you authorize the service fee, when you approve or decline a quote, and when you confirm a job is complete. We also keep the exact wording you were shown, either stored with the record or as a permanent copy of the document version you accepted. These records exist so a payment dispute can be answered with what actually happened.
Push notification tokens. If you allow notifications, your device gives us a push token so we can tell you when a provider takes your job, when they are on the way, and when a quote is ready.
Voice dictation (providers). If you tap the microphone to dictate your findings, your speech is converted to text on the phone itself. It is not sent to a cloud speech service. On a device that cannot do this conversion locally, dictation is unavailable and you can type instead.
Error logs. When something goes wrong, our servers keep a brief operational log recording the request that failed and which account made it.
Approximate location. We do not track your location. We use the ZIP code of the property and of the provider's service area to decide which providers can see a job, we deliberately never show exact distances, and, as noted above, we strip location metadata out of photos.
We do not use analytics, advertising, or crash-reporting trackers in our apps or on our website.
Companies That Process Data For Us
We do not sell your personal information. We share only what a service needs to do its job.
| Company | What it handles | What it receives |
|---|---|---|
| Stripe | Payments and provider payouts | Card details you enter into its payment sheet, payment amounts, job references, and provider identity and bank details for payouts and tax forms |
| Anthropic | AI text assistance | What you type describing your problem, and what a provider writes or dictates as their on-site findings |
| Resend | Transactional email | Your email address and the contents of the message, which for receipts includes the service address and the job's charges |
| Amazon Web Services | Photo and document storage | Job photos, license and insurance documents, profile photos |
| Expo | Push notifications and app updates | Your device push token, the notification text, and a check for app updates when you open the app |
| Sentry | Server error monitoring | Automatic reports from our servers when something goes wrong on our end, including technical details of the failed request, which can include your IP address |
About the AI assistance. When you describe your problem in your own words, we send that text to Anthropic to suggest which issue category it matches. When a provider writes up what they found on site, we send that text to Anthropic to tidy the wording and to write the one-line summary shown above the quote. Please do not put anything into these boxes you would not want a service provider we work with to process.
We do not use a mapping or address lookup service. You type your address yourself, and the only geography we hold is a local table of ZIP code centers used to decide which providers cover your area. When a provider taps Directions, the address is handed to the map app on their own phone, and from that point it is governed by that app's privacy policy.
SMS text messaging is planned but is not live at the time of this version. When it launches, the phone number you gave us and the message text will be processed by our SMS provider, and this policy will be updated before the first message is sent.
We also share information between the people involved in a job, which is the point of the platform. Before a provider accepts your job, they can see the trade, your city and state, how you described the problem, the issue category, when you said you are available, roughly what the work is expected to cost, and, for providers who are fully eligible to take the job, the photos you attached. They do not see your street address, your ZIP code, your phone number, or your name. Once a provider accepts your job, they see your name, your phone number, the property address, and, once they are on the way, your access notes. Duably's own staff can see job information when operating and supporting the platform.
Why We Use Your Information
- To create and secure your account.
- To route your request to providers who work your trade in your area.
- To coordinate scheduling, diagnosis, your approval, the repair, and payment.
- To take payment and to pay providers.
- To suggest issue categories and tidy job write-ups, using the AI assistance described in Section 4.
- To send you job updates by push notification and email.
- To keep records of who agreed to what, so disputes can be resolved honestly.
- To detect and stop fraud and abuse.
- To meet our tax and legal obligations.
How Long We Keep It
- Job records, receipts, payment records, and consent records: at least seven years. These are financial and dispute records.
- Photos and uploaded documents: as long as the job or credential record they belong to.
- Account profile information: while your account is open, then as described in Section 7.
- Message delivery records and error logs: kept as operational records of what we sent and what went wrong.
Deleting Your Account
You can delete your account from inside either app, under Account. You can also email support@duably.com and we will do it for you.
Homeowners. If you have never booked a job, deleting removes your account and everything in it, including your photos from our storage. If you have booked jobs, we remove you as a person and keep the records: your name, email, phone number, profile photo, access notes, and sign-in ability are all removed, while the job records, receipts, payment records, and the consent records described in Section 3 are kept for the retention period in Section 6, no longer connected to a reachable identity. You cannot delete while a job is in progress, because a provider is mid-work and a payment is open.
Providers. Deleting closes your account and ends your access. Because you were paid through the platform, the money and tax records tied to your completed jobs survive deletion, your submitted credential documents are retained as part of the compliance record, and the payout account Stripe holds for tax reporting remains with Stripe. We block deletion while you have a job in flight, earnings that have not been paid out, a cash-out on its way to your bank, money still in your payout account, or other active members on your company account, and we tell you which one is blocking you.
What remains after any deletion. We keep a small operational record: our log of the messages we sent you, and our internal record of the deletion itself. Stripe also keeps its own records under its own privacy policy.
Your Choices
- Notifications. Turn push notifications off in your device settings. Providers can also turn job alerts off inside the app. Job-critical email still goes out.
- Contact details. Change your name and phone number in the app. Homeowners can also change their email address in the app. Providers sign in with their email address, so to change it, email support@duably.com.
- Access and correction. Email support@duably.com to ask what we hold about you or to have it corrected.
Security
Traffic between the apps and our servers is encrypted. Passwords are stored as one-way hashes. Photos and documents are held in a private storage bucket and served only through short-lived links to people entitled to see them. Access to production data is limited to the people who operate the platform.
No system is perfectly secure, and we do not promise that ours is. If a security breach affects your information, we will notify you as required by law.
Children
Duably is not for anyone under 18. You must be 18 or older to hold an account. We do not knowingly collect information from children.
Changes To This Policy
We may update this policy. Every version is kept with its own version number and effective date, and the version you accepted is recorded with the date. If we change this policy in a way that matters, we will post the new version and let you know before it takes effect.
Contact Us
Questions about privacy, or a request about your information:
Duably, LLC
Mailing address: [MAILING ADDRESS, published before launch]