1. Who we are and scope
ProNearMe is a Canadian local-services marketplace operating under Business Number 772051959. This policy applies to our websites and marketplace features, provider and seeker accounts, support, subscriptions, notifications, reviews, and related administration. It does not govern a provider's independent handling of information after you share it directly with them.
2. Information we collect
- Account and identity: name, email, phone number, authentication provider, verification status, account role, and security events.
- Profile and location: address or service area, cities, profile photo, business description, skills, availability, pricing, portfolio links or photos, certificates, and provider documents you submit.
- Jobs and marketplace activity: job descriptions, locations, dates, budgets, photos, interests, hire and completion status, contact-sharing preferences, reviews, reports, complaints, and moderation history.
- Communications: account, job, hire, subscription, and safety notifications within the product; historical in-product messages where retained; support email, text-message content, delivery data, call metadata, and voicemail recordings.
- Subscription and transaction data: Stripe customer and subscription identifiers, plan, status, billing dates, invoice/payment status, and limited payment-method details such as brand and last four digits. ProNearMe does not receive or store your full card number or security code.
- Technical and device-security data: browser/device information, a random app-installation or device-grant identifier, platform, app version, integrity status, sign-in and last-active timestamps, session or revocation events, error records, local/session storage, and information needed to prevent fraud and operate Firebase App Check.
- Provider selfie identity checks: when the provider mobile app requests an identity check, a front-camera JPEG selfie, a restricted reference selfie after first approval, the challenge reason, timestamps, outcome, retry state, and manual-review or appeal decision.
Face ID, Touch ID, fingerprint, face unlock, and device-passcode checks are performed by your device operating system. ProNearMe receives only whether the operating-system check succeeded and does not receive or store that biometric image or template. A provider selfie identity check is a separate process and is described in section 9.
We collect information from you, other users interacting with you, authentication and payment providers, and automatically when you use the service. Please do not submit sensitive information that is not needed for a clearly identified feature.
3. Why we use information
We use personal information to create and verify accounts; provide seeker and provider features; match jobs and profiles by category and location; process subscriptions; display information according to visibility settings; deliver account, job, hire, payment, and safety notices; provide support; investigate abuse or complaints; prevent account or subscription sharing; secure and debug the service; enforce agreements; maintain records; and comply with law. Device-grant, app-integrity, selfie-review, and related security records may be used to limit active provider devices, prompt re-verification, revoke sessions, temporarily restrict protected provider actions, or refer suspicious activity for human review.
Where consent is required, we seek it in a form appropriate to the sensitivity and context. Non-essential marketing consent is separate from account creation. You may withdraw consent subject to legal or contractual restrictions, but doing so may make a feature unavailable.
4. Information visible to other users or the public
Provider display names, photos, service categories, service areas, descriptions, skills, ratings, completed-job counts, verification labels, portfolio content, and provider-supplied public business contact details may be visible in public or logged-in profile and matching surfaces. Public business contact details can include the provider's phone number, WhatsApp number, official email address, and website. Providers should supply business contact information they are authorized to publish and keep it current. Job details and photos may be visible to eligible providers. A service seeker's contact details remain subject to product access rules and privacy choices, such as release after a hire. Reviews may identify the reviewed profile and limited reviewer information. Do not publish information you do not want displayed in the indicated audience.
5. Automated matching and moderation
ProNearMe uses rules and automated signals to match jobs with providers and help identify spam, unsafe content, subscription abuse, or suspicious activity. These tools may consider category, job location, account and subscription status, profile completeness, ratings, marketplace activity, the approved provider-device grant, app-integrity status, and failed, expired, or rejected identity checks. They support marketplace operation and moderation; they do not guarantee suitability. A rejected or expired selfie review will not by itself create a permanent ban. Affected providers may request human review and appeal a decision through support.
6. When we disclose information
We disclose only what is reasonably necessary:
- to seekers and providers as part of profile discovery, job matching, hiring, reviews, and contact-sharing features;
- to vendors acting for us, including Google/Firebase for authentication, hosting, private storage, and app integrity; Google Maps for location features; Stripe for subscription checkout and billing; Twilio for calls and text messages; and Google Workspace for business email;
- to professional advisers or authorities when reasonably necessary to protect rights or safety, investigate fraud, meet a legal requirement, or establish or defend a legal claim; and
- as part of a proposed or completed business transaction, subject to confidentiality and applicable law.
We do not sell or rent personal information. We do not share SMS opt-in information or consent records with third parties for their own marketing.
7. Processing outside Canada
Our vendors may process or store personal information in Canada, the United States, or other countries where they or their service providers operate. Information processed in another country may be accessible to courts, law enforcement, or national-security authorities under that country's laws. ProNearMe remains accountable for personal information transferred to vendors for processing and uses contractual and other measures appropriate to the sensitivity of the information.
8. Device security, browser storage, and similar technologies
We use secure device storage, browser local storage, session storage, authentication tokens, and similar technologies to keep you signed in, remember theme and form choices, preserve drafts, manage device grants, protect the service, and operate core features. When enabled or available by default, the mobile app may ask the operating system to confirm Face ID, Touch ID, fingerprint, face unlock, or a device credential before reopening a signed-in session. The biometric template remains under the operating system's control. Users who cannot use biometrics may sign out and use normal account authentication or contact support for an appropriate recovery path. Disabling required storage or security controls may prevent protected provider features from working. If we introduce non-essential advertising or analytics technologies, we will update this policy and provide choices where required.
9. Provider selfie identity verification
This identity-assurance feature applies to provider accounts in the mobile app, including existing providers after rollout notice and any required consent. It is not a routine requirement for seekers. Before a capture, the app provides a just-in-time notice and requests permission or express consent where required.
After an approved check, the standard cadence is normally one selfie challenge per 48-hour period while the provider uses protected provider actions. The prompt may appear at the next protected action after that period rather than at an exact clock time. An earlier challenge may be required after a device-replacement approval, account recovery or identity reset, a failed, rejected, abandoned, or expired check, an app-integrity failure, or a documented safety or fraud concern.
The current verification workflow sends the submitted selfie and, after first enrollment, the restricted approved reference to an authorized human reviewer as part of a manual review. It does not perform automated facial recognition, face matching, or liveness analysis. ProNearMe will update the notice and consent flow before enabling a separate verification processor or automated biometric comparison. The approved reference remains restricted identity-verification data and is not displayed on the provider's public profile. We do not sell this information or use raw selfie media for advertising, marketing, or general-purpose artificial-intelligence training.
The ordinary admin list and ordinary logs omit raw selfie media and private storage locations. When a pending check requires manual review, an authorized reviewer may deliberately request a private, short-lived copy of the submitted capture and, where available, the approved comparison reference solely to decide that review. Temporary viewer access expires within five minutes and is removed from the page on close, decision, navigation, or expiry. Reviewers are instructed not to download, screenshot, copy, share, export, or place the media in notes.
A rejected, expired, or incomplete review may temporarily restrict protected provider actions while the provider retries or requests further review. Providers can contact support to appeal, explain a device change, request an accessibility accommodation, or use an appropriate account-recovery route. An alternative may require additional identity evidence and is not guaranteed where the check is necessary to prevent fraud or account sharing.
10. Retention
We retain information only as long as reasonably necessary for the purposes described above, including providing an active account, completing jobs and subscriptions, handling disputes, preventing account abuse, meeting tax/accounting or legal requirements, and maintaining security records. Retention depends on the record type, sensitivity, legal requirements, and whether an account or dispute remains active. When information is no longer required, we delete, anonymize, or securely dispose of it. Backup copies may remain for a limited period before cycling out.
A provider capture window expires after 30 minutes. Evidence from an abandoned capture becomes eligible for deletion at expiry and is targeted for removal during the next hourly cleanup cycle, ordinarily within one hour after expiry. A submitted manual-review challenge remains pending for no more than 24 hours; if no reviewer decides it, the hourly cleanup process expires the review, returns the provider to a verification-due state, and targets the submitted evidence for deletion within 25 hours of submission. An admin decision deletes the submitted evidence immediately.
On a provider's first approved enrollment, ProNearMe copies the approved submitted selfie into a restricted private reference before deleting the submitted review evidence. That reference is used only for later authorized identity reviews and remains until an authorized admin resets provider identity verification or the provider account is deleted; either event deletes the reference. A later approved check does not replace the original approved reference. Non-image verification metadata—such as the outcome, challenge reason, timestamps, device-grant event, and reviewer decision—may be retained for up to 24 months after the related event or final appeal to investigate repeated abuse and demonstrate review. We do not place raw selfie media in ordinary admin logs or support notes.
11. Security and privacy incidents
We use administrative, technical, and access safeguards designed for the sensitivity of the information, including managed authentication, operating-system biometric re-entry, role-based access, secure payment processing, app-integrity controls, provider device or session limits, monitoring, and restricted administration. These controls reduce but cannot eliminate unauthorized access or account sharing. No online system is risk-free. If a breach creates a real risk of significant harm, we will notify affected people and report it as required. We also keep legally required breach records.
12. Your privacy rights and choices
You may ask to access personal information we hold about you, learn how it has been used or disclosed, and correct inaccurate information. You may also ask us to close an account, delete eligible information, or withdraw consent. We may verify your identity, charge only where legally permitted, and refuse or limit a request where law requires or permits—for example, to protect another person's privacy, preserve fraud or transaction records, or comply with legal obligations. We will explain a refusal and available recourse.
Account/profile controls let you update many details and contact-sharing choices directly. A provider may ask support for human review of a selfie-verification or device-replacement decision and may raise a privacy complaint about that process. Reply STOP to end customer-care SMS. Use the unsubscribe mechanism in a commercial electronic message to stop that category of marketing.
13. Children and young people
ProNearMe is not intended for anyone under the age of majority in their province or territory. We do not knowingly create marketplace accounts for minors. If you believe a minor has provided personal information, contact us so we can investigate and take appropriate action.
14. Complaints and regulator contact
Send a privacy concern to support@pronearme.ca with enough detail for us to investigate. We will acknowledge and address the concern through our privacy-accountability process. If the matter is not resolved, you may contact the Office of the Privacy Commissioner of Canada or another regulator with jurisdiction.
15. Changes and contact
We may update this policy as our practices or legal requirements change. We will update the effective date and provide prominent notice or seek renewed consent for a material change where required.
Privacy and account requests: support@pronearme.ca · 1-844-828-2020. General inquiries: info@pronearme.ca.