ONZO Privacy Policy
Effective Date: 19 May 2026
Last Updated: 19 May 2026
ONZO Services Limited ("ONZO", "we", "our", or "us") is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, disclose, store and protect information when you use ONZO mobile applications, websites and services.
This policy applies to:
- ONZO customer applications
- ONZO cleaner applications
- ONZO driver applications
- Website bookings
- Cleaning services
- Deep cleaning services
- Hourly cleaning services
- Ride booking and taxi services
- Vehicle hire services
- Future ONZO marketplace services
By accessing or using ONZO services, you agree to this Privacy Policy.
1. Information We Collect
Information You Provide
We may collect:
- Full name
- Email address
- Phone number
- Date of birth
- Home and service addresses
- Profile photos
- Identity documents where required
- Payment information
- Messages and support requests
- Reviews and ratings
Booking Information
We collect:
- Service type
- Booking details
- Cleaner preferences
- Pickup and destination details
- Trip history
- Schedule history
Photos and Uploaded Content
Users may upload:
- Property photos
- Before and after service images
- Complaint evidence
- Profile images
- Support documentation
You retain ownership of your content but grant ONZO a limited licence to process and use content for service delivery, support, fraud prevention and quality control.
2. Location Information
ONZO uses precise and approximate location data.
This may include:
- Customer location
- Pickup locations
- Destination locations
- Cleaner locations
- Driver locations
- Route information
- Live tracking
Location data may be collected when:
- App is open
- Active booking exists
- Cleaner or driver is providing service
- Background tracking is enabled
Location information helps:
- Match nearby providers
- Improve ETAs
- Enable live tracking
- Improve safety
- Prevent fraud
Users can disable permissions through device settings.
3. Cleaner and Driver App Information
For ONZO staff and service providers we may collect:
- Attendance information
- GPS activity during work
- Schedule activity
- Earnings information
- Performance data
- Customer ratings
- Incentive information
- Work history
Tracking occurs only for operational purposes.
4. Device Information
We may automatically collect:
- Device identifiers
- Device type
- Browser type
- Operating system
- App version
- IP address
- Mobile network
- Usage activity
- Crash reports
- Analytics data
5. App Permissions
ONZO may request:
Location
Booking, tracking and nearby services.
Camera
Profile photos, evidence uploads and support.
Photos
Upload content and booking documentation.
Notifications
Booking alerts and updates.
Contacts
Referral and invite functionality.
Microphone
Voice support functionality.
Permissions may be disabled at any time.
6. How Information Is Used
We use information to:
- Create accounts
- Process bookings
- Match cleaners and drivers
- Improve services
- Process payments
- Provide customer support
- Personalize experience
- Improve security
- Prevent fraud
- Meet legal requirements
- Analyze performance
7. Automated Systems and AI
ONZO may use automated systems and algorithms for:
- Service matching
- ETA calculations
- Dynamic pricing
- Fraud detection
- Personalized recommendations
- Operational optimization
Automated processing may support decisions but does not replace legally required human review where applicable.
8. Payments
ONZO does not store full card information.
Payments may be processed using:
- Apple Pay
- Google Pay
- Stripe
- Banking partners
- Third-party payment providers
Third parties maintain independent privacy policies.
9. Analytics, Cookies and SDKs
We may use:
- Google Analytics
- Firebase
- Google Maps
- Push notification services
- Performance monitoring tools
- Customer support tools
- Advertising tools
These technologies improve functionality and user experience.
10. Information Sharing
We may share information with:
Service Providers
Drivers, cleaners and staff.
Technology Providers
Cloud hosting, analytics and communications services.
Authorities
When legally required.
Corporate Transactions
Mergers, acquisitions or restructuring.
ONZO does not sell personal information.
11. International Transfers
Information may be transferred to and processed in:
- United Kingdom
- United Arab Emirates
- European Economic Area
- Countries where ONZO partners operate
Safeguards will be implemented where legally required.
12. Data Security
ONZO uses:
- Encryption
- Access controls
- Authentication systems
- Monitoring systems
- Secure infrastructure
No method of transmission guarantees absolute security.
13. Data Retention
Information may be retained for:
- Service delivery
- Tax requirements
- Legal obligations
- Fraud prevention
- Dispute handling
Data may later be anonymized or deleted.
14. Account Deletion
Users may request account deletion directly through app settings or by contacting support.
Following deletion:
- Personal information may be deleted
- Certain records may remain for legal obligations
- Transaction records may be retained
- Fraud and security records may be preserved
Deletion requests may require identity verification.
15. Your Privacy Rights
Users may have rights to:
- Access data
- Correct data
- Delete data
- Restrict processing
- Request portability
- Withdraw consent
- Object to processing
Rights may vary by jurisdiction.
16. Children's Privacy
ONZO is not intended for users below legal age requirements.
We do not knowingly collect information from children.
17. Third Party Links
ONZO services may contain external links.
We are not responsible for third-party privacy practices.
18. Policy Updates
We may update this policy periodically.
Continued use after updates constitutes acceptance.
19. Contact Information
ONZO Services Limited
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: privacy@onzo.app Website: www.onzo.app
APPENDIX A — Terms and Conditions Summary
Users agree:
- To provide accurate account information
- To use ONZO lawfully
- Not to misuse the platform
- Not to harass staff, cleaners, drivers or customers
- That pricing may vary depending on service type and availability
- ONZO may suspend or terminate accounts for misuse, fraud or policy violations
- ONZO acts as a booking platform and service provider where applicable
Users remain responsible for information submitted through the platform.
APPENDIX B — Account Deletion Policy
Users may delete accounts through:
Profile → Settings → Account → Delete Account
Deletion requests may also be sent to support.
Deletion effects:
- Account access removed
- Personal information deleted where legally permitted
- Certain records retained for tax, legal and fraud purposes
- Booking history may remain anonymized
Deletion processing time may vary.
APPENDIX C — End User License Agreement (EULA)
ONZO grants users a limited, non-exclusive, revocable and non-transferable licence to use ONZO applications.
Users may not:
- Reverse engineer software
- Copy source code
- Use automated scraping tools
- Resell applications
- Interfere with platform security
All software and branding rights remain property of ONZO.
APPENDIX D — Google Play Data Safety Summary
Data collected may include:
- Name
- Phone number
- Location
- Booking activity
- Payment activity
- App interactions
- Device identifiers
- Uploaded content
Data uses:
- App functionality
- Security
- Analytics
- Personalization
- Fraud prevention
Data may be encrypted in transit.
Users may request deletion.
APPENDIX E — Apple App Privacy Summary
Potential data categories:
- Contact information
- Location
- Identifiers
- Diagnostics
- User content
- Usage data
- Search history
Some information may be linked to users for core functionality.
Actual declarations must match final app SDK implementation.
APPENDIX F — Cleaner and Driver Terms
Cleaners and drivers using ONZO provider applications agree:
- GPS monitoring may occur during active work periods
- Attendance and scheduling information may be collected
- Performance metrics and ratings may be monitored
- Incentives and earnings data may be processed
- Fraud prevention measures may apply
Provider users agree to comply with operational policies and applicable laws.
APPENDIX G — Refund and Cancellation Policy
Cleaning, ride and service bookings may be cancelled according to service-specific cancellation windows.
Refund eligibility may depend upon:
- Cancellation timing
- Cleaner or driver assignment status
- Service completion status
- Promotional use
- Payment processing status
ONZO reserves the right to investigate disputes and determine fair outcomes.
Partial refunds may apply where services have been partially completed.
Refund processing times may vary depending on payment providers and banking institutions.
APPENDIX H — Cookie Policy
ONZO and associated services may use cookies, pixels and similar technologies.
These may include:
- Essential cookies
- Authentication cookies
- Analytics cookies
- Performance cookies
- Marketing technologies
- Session tracking technologies
Purposes include:
- Keeping users logged in
- Improving performance
- Understanding app behaviour
- Security monitoring
- Fraud prevention
- Personalization
Users may manage cookie settings through browser or device settings where available.
APPENDIX I — Community Guidelines
Users agree not to:
- Abuse or threaten staff
- Harass cleaners or drivers
- Upload illegal or offensive content
- Create fraudulent bookings
- Attempt payment abuse
- Circumvent ONZO systems
- Use fake identities
- Interfere with platform operation
Violations may result in warnings, suspension or permanent account removal.
APPENDIX J — Safety and Safeguarding
ONZO prioritizes customer and service-provider safety.
Safety measures may include:
- Identity verification
- Background checks where applicable
- Trip and booking records
- GPS activity monitoring
- Fraud monitoring systems
- Emergency support tools
- Customer reporting systems
ONZO may cooperate with law enforcement or regulators where legally required.
APPENDIX K — Complaints Procedure
Users may submit complaints relating to:
- Service quality
- Staff conduct
- Payments
- Technical issues
- Safety incidents
- Account concerns
Complaints may be submitted through the app, website or support channels.
ONZO aims to investigate and respond within reasonable timeframes.
APPENDIX L — Intellectual Property
All ONZO trademarks, logos, software, graphics, interfaces, branding and technology remain exclusive property of ONZO Services Limited.
Users may not reproduce, distribute, modify or exploit ONZO intellectual property without written permission.
APPENDIX M — Limitation of Liability
To the maximum extent permitted by law, ONZO shall not be liable for indirect, incidental, special or consequential losses arising from use of the platform.
Nothing in this policy limits liability where such limitation is prohibited by law.
APPENDIX N — Governing Law
This Privacy Policy and related ONZO policies shall be governed by applicable laws of England and Wales, except where local mandatory laws apply.
Users accessing ONZO in additional jurisdictions may also have protections under local laws.