Privacy Policy

WHO IS THE DATA CONTROLLER

When this Policy mentions "Resilia", "we", "us", "our", it refers to the company Resilia Service LTD. with registered office located in Bank Studios, Unit 3.1 NW10 7LQ - London

CONTACT INFO

To contact the Data Controller or the Data Protection Officer (DPO) of Resilia, please send an email to dpo@resiliaservice.com

DEFINITIONS

Terms that are not defined in this Privacy Policy have the same meaning as described in the Terms of Service ("Terms").

PERSONAL INFORMATION THAT WE COLLECTS

4.1 Information necessary for the use of the Platform.

Resilia collects personal information when the Platform is used. Without this data, Resilia may not be able to provide all the services requested.

This information includes:

Contact Information, Account, Profile information such as first name, last name, phone number, postal address, email address, tax number, date of birth and profile photo, some of which will depend on the features used.
Identity verification and payment data, an image of your ID (if permitted by applicable law), your ID number or other verification information, bank account and/or payment account details.

Members may choose to provide Resilia with additional personal data.This information may include:

Additional profile information. Such as genre, preferred languages, city and a personal description. As stated in your Account settings, some of this data is part of your public profile page and will be visible to all Members.
Contact details of address book. Contacts of address book imported or entered manually.
Other information. For example, when you fill out a form, update or add information to your account, respond to surveys, post content in community forums, participate in promotions, communicate with Resilia’s Customer Service and other Members or you share your experience. This may include health information, if shared.

4.2 Information that we automatically collects from the use of the Platform and Payment Services.

When you use our Platform and Payment Services, we automatically collect your personal information. This information may include:

Information on the geolocation. Such as the precise or approximate location determined by the IP address or GPS of your mobile device, depending on your settings. Resilia can collect this information even when you are not using the app if allowed via your device settings or permissions.
Information on the use. Such as the pages or contents that are displayed, your advertisement searches, bookings made and other actions carried out on the Platform.
Log data and device information. Such as information on how to use the Platform. Resilia may collect this information even if you have not created a Resilia account or are not logged in.
Cookies and similar technologies as described in the Resilia Cookie Policy.
Payment transaction details. Such as the payment instruments used, the date and time, the amounts paid, the billing address, the email address linked to the Paypal account, IBAN, your address and other transaction details.

4.3 Personal information that Resilia collects from third parties.

Resilia collects personal information from other sources, such as:

Services of third parties. If you connect or access the Platform with a third party service (e.g. Google, Facebook), the Member is asking to that third party to send Resilia information such as, for example, registration data, list of friends and profile information or as authorized by the said Member through the privacy settings of that service.
Booking on behalf of third parties. If a person makes a booking on behalf of another person, the person who made the booking may send personal information on behalf of the other such as his email address or other contact information.
Other sources. To the extent permitted by applicable laws, Resilia may receive additional information concerning the Member, including, for example, demographic data or information that helps to detect fraud and security issues, by third-party service providers and/or partners and combine them with the information held by Resilia by that Member. For example, Resilia may receive results of a background check or anti-fraud warnings from identity verification service providers, to use them as part of its fraud prevention and risk assessment efforts. Resilia may receive information about the Member and its activities on or outside the Platform or about its experiences and interactions from partner Resilia. Resilia may receive health information, including, but not limited to, health information related to contagious diseases for the benefit and protection of other Members.

PROCESSING OF PAYMENT DATA

5.1 Information required for payment services

In order to comply with the applicable law (such as anti-laundering laws) and to perform properly the contractual duties, Resilia needs to collect the following information. Without them, you will not be able to use the payment services:

Payment details. When using payment services, we will require certain payment data (such as bank account details or credit card details) to process your payments in accordance with applicable law.
Identity verification and other information. Resilia may require an identity check (such as a photo of your national ID, passport, tax number or driver’s license) or other identification information, such as date of birth, address, email address, the telephone number and other data to verify the identity and allow Resilia to provide payment services, in accordance with applicable law.

5.2 How to use personal information

Resilia may use personal information within the framework of payment services in order to:

Allow or authorize the use of payment services by third parties.
Detect and prevent money laundering, fraud, abuse, security incidents.
Conduct safety investigations and risk assessments.
Fulfill legal obligations (such as anti-money laundering obligations).
Ensure the application of payment deadlines and other payment rules.
Subject to consent, send promotional messages, marketing communications, advertising and other information that may be of interest according to preferences.
Provide and improve the payment services.

5.3 Legal Grounds: Processing of payment data

The Data Controller shall process the information provided on the basis of a legitimate interest in improving payment services and the experience of its users, and where necessary to ensure proper performance of the contract with the user and to comply with applicable laws.

PROCESSING OF PERSONAL DATA: HOW WE USE THE INFORMATION WE COLLECT

6.1 Providing, improving and developing the Platform.

Resilia uses personal information in order to:

Allow access to the Resilia Platform and make and receive payments.
Allow communication between Members.
Perform analysis, debugging and conducting searches.
Provide customer service.
Send messages, updates, security alerts and account notifications.
Process third party information supplied by a Member: (i) to facilitate sending invitations to other users, (ii) to share booking details, (iii) for the detection and prevention of fraud and (iv) to facilitate the sending of their requests or for any other authorized purpose.
Customize and create a tailor-made experience, based on your interactions with the Resilia Platform, your search and booking history, profile information and preferences, and other content sent to Resilia.
Allow the use of Resilia company products.

6.2 Create and maintain safe and sure the environment.

Resilia uses personal information in order to:

Detect and prevent fraud, spam, abuse, security and security incidents and other harmful activities.
Prevent discrimination.
Conduct safety investigations and risk assessments.
Verify or authenticate the information provided.
Cross-check with databases and other sources of information, including background checks or police checks.
Comply with our legal obligations, protect the health and well-being of our Members and the general public.
Solve disputes with our Members.
Enforce Resilia agreements with third parties.
Comply with the law, meet requests from public authorities, prevent damage and protect the rights of Resilia.
Enforce our Terms and other policies.

In connection with the activities described above, Resilia may perform profiling based on interactions with the Platform, your profile data, other content sent to Resilia and information obtained from third parties. In limited cases, automatic processes may restrict or suspend access to the Resilia Platform if such processes detect activities that are potentially hazardous to the security of Resilia, its Members or third parties. If you wish to contest a decision based on the automated process, please contact Resilia via the "Contact Information" section.

6.3 Provide, customize, measure and improve our advertising and marketing.

Resilia uses personal information in order to:

Send promotional messages, marketing information, advertising and other information that may be of interest according to personal preferences, and social media advertising via social media platforms.
Customize, measure and improve Resilia advertising, measure and improve our advertising.
Administer invitation programs, awards, polls, lotteries, contests or other promotional activities or events sponsored or managed by Resilia or its third-party partners.
Analyze features and preferences to send promotional messages, marketing information, advertising and other information that Resilia believes may be of interest to its Members.
Invite Members to relevant events and opportunities.

6.4 Providing payment services.

Personal information is used to allow or authorize third parties to use the Payment Services:

Detect and prevent money laundering, fraud, abuse, security incidents.
Conduct safety investigations and risk assessments.
Comply with legal obligations (such as anti-laundering laws).
Ensure the application of payment deadlines and other payment policies.
Subject to consent, send promotional messages, marketing information, advertising and other information that may be of interest according to personal preferences.
Provide and improve the payment services.

6.5 Legal grounds: processing of personal data

Undersection	legal Grounds
Provide, improve and develop Resilia.	Resilia processes the personal information provided for these purposes on the basis of legitimate interest in improving the Platform and the experience of its users, and where it is necessary to ensure the proper performance of the contract concluded with the user.
Create and maintain a reliable and safer environment.	Resilia processes personal information for such purposes on the basis of legitimate interest in protecting Resilia and its users, to verify the proper execution of the contract with the user, to comply with applicable laws, to protect the vital interests of users or others and for reasons of general interest in the field of public health, such as protection against serious cross-border threats to health.
Provide, customize, measure and improve advertising and Marketing of Resilia.	Resilia processes this personal information, subject to consent, or on the basis of a legitimate interest in undertaking marketing activities to offer products or services that may be of interest to users.

SHARING AND DISCLOSURE

7.1 Sharing according with your consent or according with your instructions.

Where the Members have given their consent, Resilia will share the data as described when Resilia has obtained the consent of the data subject, such as when the individual Member authorizes a third-party application or website to access his/her Resilia account or when participating in promotional activities conducted by Resilia partners or third parties. Where permitted under applicable law, Resilia may use certain personal information, such as email address, make it anonymous and share it with social media platforms, to generate leads, drive traffic to Resilia or otherwise promote Resilia products and services.

7.2 Sharing between members.

To facilitate bookings or other interactions between Members, Resilia may share certain information such as:

When a booking request is made or a dispute is sent, some information may be shared between the User and the Merchant, such as profile, name, names of any additional Users, history of cancellations, information on reviews, age of the User (if not prohibited by applicable law), outcome of the dispute (if applicable) and other information that you have chosen to share and send. When a booking is confirmed, additional information may be disclosed to facilitate coordination, among these: the phone number and the profile photo.

7.3 Information you post in Profiles, Advertisements and other publicly available information.

Members may make certain information publicly available, such as:

The page of their public profile, which includes their own profile photo, name, description and city.
Advertisement pages that include information such as approximate location description, calendar availability, profile photo, aggregate demand information (e.g. number of views in a given period) and any additional information that they have chosen to share.
Reviews, ratings and other public feedback.
Content in a community or discussion forum, blog or social media post.

Resilia can show parts of the Member’s public profile and others Content that is made available to the public, such as ad details on third-party sites, platforms and apps.

Data shared publicly by the user on the Resilia Platform can be indexed by third-party search engines. In some cases, you can disable (opt-out) from this feature in your Account settings.

7.4 Service Providers of the Merchant.

Merchants may use third-party services to assist them in the management or execution of their Services, such as, for example, cleaning service providers. Merchants may use the features available on the Resilia Platform to share information about the User with such third-party service providers.

7.5 Compliance with the law, requests from a competent authorities, damage prevention and protection of our rights.

Resilia may disclose personal information in its possession with courts, law enforcement or governmental or public authorities, tax authorities, or authorized third parties, if and to the extent that Resilia is required or authorized to do so by law/order or if such disclosure is reasonably necessary: (i) to fulfil Resilia’s legal obligations, (ii) to comply with a valid legal request or to respond to claims made against Resilia, (iii) to follow up a valid legal request relating to a criminal investigation or to an alleged or alleged illegal activity or to any other activity likely to expose Resilia, Members or any other Resilia user to liability under laws or regulations, (iv) to manage and enforce our agreements with Members, (v) to protect the rights, property or personal security of Resilia, its employees, its Members or the general public. For example, if permitted by previous circumstances, the Member’s tax information may be shared with tax authorities or other government agencies.

Where appropriate, Resilia may inform Members about requests from law enforcement, unless: (i) providing such information is prohibited by the applicable law, or (ii) Resilia believes that the notice is useless or ineffective, creates a risk of injury or physical harm to an individual or a group of individuals or creates or increases a risk of fraud against Resilia, its Members, or exposes Resilia to accusations of obstruction to justice.

7.6 Services providers.

Resilia shares personal information with affiliated and non-affiliated service providers to help manage its business, including service providers that help Resilia to: (i) verify your identity or identity documents, (ii) verify the information by comparing it with public databases, (iii) conduct checks on criminal records (if permitted by law), for fraud prevention and risk assessment (iv) provide product development, maintenance and technical assistance services, (v) allow the provision of the Resilia Services through third-party platforms and software (for example through integration with the Resilia API), or (vi) provide customer support, advertising or payment services or (vii) process, manage or estimate requests compensation or other similar claims, or (viii) facilitate non-profit and charitable activities consistent with the mission of Resilia. These providers are contractually or legally bound to protect personal information, to which they have access to perform these activities.

7.7 Business transfers.

If Resilia undertakes or is involved in any merger, acquisition, reorganization, sale of a company or bankruptcy or insolvency proceedings, it may sell, transfer or share some or all of its assets, including personal data in his possession, in relation to or as a result of such transaction (e.g. due diligence). In this case, Resilia will notify you before personal information is transferred and becomes subject to a different privacy policy.

7.8 Intra-Company transfers.

To enable or assist Resilia in providing, integrating, promoting and improving the Platform, payment services and affiliate services, Resilia may share personal information within its corporate group and with companies that are linked by common ownership or control of Resilia.

7.9 Legal Grounds: Sharing and disclosure

Compliance with the law, response to requests from public authorities, damage prevention and protection of our rights

Undersection

legal Grounds

Compliance with the law, response to requests from public authorities, damage prevention and protection of the rights of Resilia.

Disclosure of such information may be necessary to fulfil Resilia’s legal obligations, for the protection of an individual’s vital interests, for protection of the public interest in the field of public health, such as protection against serious cross-border threats to health, or for the legitimate interest of Resilia or a third party in keeping Resilia safe, preventing law violations, damage or crimes, enforcing or defending rights, actions or obligations, facilitate the collection of taxes and prevent tax fraud or damage.

Other important information

Undersection	legal Grounds
Analysis of communications.	These activities are carried out on the basis of Resilia’s legitimate interest to ensure full compliance with applicable laws and the Terms, prevent fraud, promote security, improve and ensure the adequate provision of its services.
Linking third-party accounts, third-party partners and third-party integrations	Resilia processes personal information from linked accounts of third-party sites, third-party partners and third-party integrations to the extent necessary to ensure proper performance of the contract with Members, to ensure compliance with applicable laws, or with your consent.

RIGHTS

The law recognizes a number of rights. While some of these rights apply in general, others apply only in certain specific cases. We remind you that Resilia may ask to verify the identity of one of its Members and your request before taking further actions.

8.1 Data access and portability

Members have the right to request copies of their personal information held by Reslia. In addition, in some cases you may be entitled to request copies of personal information that has been provided to Resilia in a structured, commonly used and electronically readable format, and/or require us to transmit that information to another service provider (where technically feasible).

8.2 Rectification

Members have the right to ask Resilia to correct inaccurate or incomplete personal data concerning them (and that cannot be updated personally from their Account).

8.3 Cancellation

In general, Resilia retains personal information for the time necessary to perform the contract with its Members and to comply with any legal obligations, as well as to the extent permitted by applicable law.

Members have the right to request the deletion of their personal information, subject to certain limitations and restrictions. We remind you that if you decide to request the cancellation of your personal information:

Resilia may retain the information as it is necessary for legitimate commercial interests, such as the prevention of money laundering, the detection of fraud and the improvement of security. For example, if Resilia suspects an Account for fraud or security reasons, Resilia may then retain all or some information from that account to prevent the same User and/or Merchant from opening a new Account in the future.
Resilia may retain and use personal information to the extent necessary to comply with legal obligations. For example, Resilia may retain information for tax, legal reporting and inspection requirements.
Information that has been shared with others (such as Advertisement reviews, forum posts) will continue to be publicly visible on Resilia, even after the cancellation of your Account. However, all elements allowing such information to be attributed to the person will be removed.
Some copies of the information (such as logs) will remain in Resilia’s database, but are dissociated from data that allows personal identification. These remaining copies of the information may not be removed from Resilia’s backup systems for a limited period of time, as Resilia keeps these backups to protect other data from accidental or intentional data loss or destruction.

8.4 Revocation of consent

Where the processing of personal data is based on consent, you can revoke it at any time by changing your Account settings or by sending to Resilia a communication specifying which consent you revoke. We remind you that the revocation of consent does not affect the legitimacy of any processing activity carried out before the revocation notice was received by Resilia.

8.5 Restriction of processing

Members have the right to restrict the manner in which Resilia uses their personal data, specifically if (i) it disputes the inaccuracy of its personal information; (ii) the processing is unlawful and/or opposes the deletion of personal information; or (iii) Resilia did not need it for the purposes of processing, but the Member needed his personal information for the purpose of ascertaining, the exercise or defence of a right in court.

8.6 Object to processing

Members have the right to object to the processing of their personal information for reasons related to their particular situation if such processing has a direct marketing purpose or based on a legitimate or public interest. If you object to such processing on the basis of legitimate or public interests, Resilia will no longer process the disputed personal information for these purposes, unless Resilia demonstrates the existence of compelling legitimate grounds for such processing or if the processing is otherwise necessary for the establishment, exercise or defence of a right in court.

Where personal data are processed for direct marketing purposes, you can at any time ask Resilia to cease processing its data for direct marketing purposes by sending an email to info@resiliaservice.com

8.7 Filing of complaints

Members have the right file a complaint regarding the data processing activities by contacting the Resilia Data Protection Officer, using the address provided in the "Contact Us" section, or by submitting a complaint to a Supervisory Authority.

CONSERVATION

Resilia will retain your personal information for as long as necessary or permitted purposes for which it was obtained and consistent with applicable law. The criteria used to determine the retention periods will include:

The duration of the relationship with the Members and the provision of the services performed by Resilia (for example, for as long as you have an account with Resilia or continue to use Resilia);
The possible existence of a legal obligation to which Resilia is subject (for example, some laws requires us to keep track of transactions for a certain period of time before we can delete them); and/or;
If conservation is advisable in order to comply with any of our legal obligation or for the protection of our rights (for example as regards the applicable prescription terms, disputes or investigations conducted by regulatory authorities).

GLOBAL OPERATIONS AND INTERNATIONAL TRANSFERS

To facilitate global transactions, Resilia may transfer, retain and process personal information of Members within the Resilia corporate group or of partners and service providers established in the European Economic Area, United Kingdom, India, Asia, North America and South America. Laws in these countries may differ from the laws applicable in the Member’s country of residence. In certain circumstances, courts, law enforcement, regulatory agencies or security authorities of these other countries may have the right to access personal information.

Some of these countries are subject to an adequacy decision of the European Commission. For other countries, measures have been taken to protect these personal data under applicable data protection law, such as standard contractual clauses within Resilia or with the third party concerned.

10.1 Other measures to ensure an adequate level of data protection

Before sharing information with third-party companies and service providers, Resilia has established the necessary measures to ensure an adequate level of data protection. These may include an adequacy decision by the European Commission confirming an adequate level of data protection in the non-EEA countries concerned, or an agreement based on the EU Standard Contractual Clauses (a series of model clauses issued by the European Commission). On request, Resilia will provide further information on the means to ensure an adequate level of data protection such as a copy of the EU Standard Contractual Clauses, if required.

OTHER IMPORTANT INFORMATION

11.1 Analysis of your communications.

Resilia may examine, scan or analyze any communication on the Resilia Platform for the reasons described in the section "How we use the data collected by Resilia" of this information, including for fraud prevention purposes, risk assessment, compliance with current legislation, investigation, product development, research, analysis, the application of the Terms. For example, as part of our fraud prevention activities, Resilia can scan and analyze messages to hide contact information and references to other sites. In some cases, Resilia may also scan, review or analyze messages to debug, improve and expand the product and/or service offering. Resilia will use automated methods when reasonably possible. However, occasionally Resilia will have to manually check some communications, including, for example, for fraud investigations and customer support or to evaluate and improve the functionality of such automated tools. Resilia will not examine, observe or analyze messaging communications to send third-party marketing messages and will not sell reviews or analysis of such communications.

11.2 Connecting with Third Party Accounts.

Members may link their Resilia account to certain third-party services such as social networks. Your contacts on such third-party services are referred to as "Friends". When you request data sharing by creating this link:

some of the information that has been provided to Resilia through the connection of their Accounts may be published on their public profile;
your activities on the Platform may be displayed by your Friends on the Platform and/or on that third party site;
a link to your public profile on this third-party service may be included in your public profile in Resilia;
other Resilia users may be able to view any Friends that are common, where applicable;
other users of Resilia may be able to view schools, the city of origin or other groups that are common with them as reported in their social networking related services;
the information that has been provided to Resilia through the connection of their accounts can be stored, processed and transmitted for the purposes of fraud prevention and risk assessment;
the publication and display of the information provided to the Resilia Platform through this link is subject to any of its settings and permissions on the Resilia Platform and third-party service.

11.3 Third party partners and integrations.

Part of the Resilia Platform can be connected to third-party services, not owned or controlled by Resilia, such as Google Maps/Earth. Your use of these services is subject to the privacy policy of such providers, such as the Google Maps/Earth Additional Terms of Use and the Google Privacy Policy. Resilia does not own or control such third parties and when a Resilia Member interacts with them it is providing them with its own information.

DATA MANAGEMENT

Members can access and update certain personal information from their Account settings. If you have connected your Resilia Account to a third-party application, such as Facebook or Google, you can change your settings and disconnect that service from your Account settings. Each Member is responsible for updating their personal information.

SAFETY

Although no one can guarantee absolute security, Resilia continuously improves and updates administrative, technical and physical security measures to protect information from unauthorized access, loss, cancellation or alteration.

CHANGES TO THIS PRIVACY POLICY

Resilia reserves the right to amend this Privacy Policy at any time, also in accordance with any changes in the applicable law. In that case, the new Privacy Policy will be published and the date "Last update" will be updated on top of it. In case of substantial changes, Resilia will also give notice of the changes made by email at least thirty (30) days before the date of entry into force of the same. If you do not agree with the updated Privacy Policy, you may delete your Account. If you do not cancel your Account before the date of entry into force of the updated Privacy Policy, your continued access to or use of the Resilia Platform by the Member will be subject to the Privacy Policy.