Privacy Policy

LOXhome (“LOXhome”, “we”, “our” or “us”) is a technology-driven home and personal services marketplace operated by Loxhome Ltd, a company registered in Nigeria.

LOXhome connects customers seeking home and personal services with independent service providers. This Privacy Policy explains how we collect, use, store, disclose and protect personal information belonging to customers, service providers, prospective users and other individuals who interact with LOXhome.

This Policy applies to our website, application, communication channels and related services. Where consent is the appropriate legal basis for a particular activity, we will request it separately.

The organisation responsible for determining the purposes and means of processing personal data under this Policy is:

Legal entity

Loxhome Ltd

Registration number

RC 9922436

Address

Lagos State, Nigeria

Email

team@loxhome.app

Telephone

+234 903 984 1373 | +234 907 366 1856

Depending on how you interact with LOXhome, we may collect the following categories of information.

A. Customer Information

• Full name, telephone number and email address.
• Service address and general location.
• Booking details and service preferences.
• Descriptions of requested work and photographs or videos voluntarily provided to explain a service request.
• Booking, payment and transaction records.
• Customer feedback, ratings, complaints and communications with LOXhome or service providers.
• Messages, photos, voice notes and shared locations sent in the app’s chat, and records of in-app calls.

B. Service Provider Information

• Full name and contact details; residential or business location, where required.
• Service categories, skills, experience, work samples, portfolio materials and relevant qualifications.
• Equipment and tools information, availability and service coverage.
• Provider account and onboarding information; relevant identity or verification information, where lawfully collected.
• Job history, ratings, performance records and complaints.
• Payment and payout details.
• Precise location while online or on a job, including when the app is closed or not in use, as described in E below.

C. Technical and Usage Information

• Device type, operating system, IP address and browser information.
• Application activity, interaction logs, login information and account activity.
• Cookies or similar technologies.
• Approximate or precise location information, where enabled and authorised.
• Crash reports and diagnostic information, such as the app version, device model and the error that occurred, used to find and fix faults.
• Notification tokens that allow us to send notifications to your device.

D. Payment Information

Payments may be processed through authorised payment service providers, including Paystack or other payment partners we may engage. We may receive transaction references, payment status, amount, date and other information required for reconciliation and customer support. Unless expressly disclosed and appropriately secured, LOXhome does not intend to store customers’ full payment card details. Sensitive payment information is handled by the relevant payment processor under its own security and privacy obligations.

E. Location Information

Service providers: while a service provider is online or on a job, the LOXhome provider app collects the device’s precise location, including when the app is closed or not in use. We use it to match the provider with nearby requests, guide them to the customer and show the customer their progress. The app explains this and asks for permission before collecting it. Collection stops when the provider goes offline, and permission can be withdrawn at any time in the device settings; a provider without location access is matched only on the service areas on their profile.

Customers: the LOXhome customer app uses the device’s location only while the app is in use and only when the customer chooses to, for example to set a service address or share their location in a chat. It does not collect a customer’s location in the background.

During a booking, the customer can see the assigned provider’s location on a map until the provider arrives, and authorised LOXhome staff can see it while coordinating or supporting that booking.

F. Messages, Voice Notes and Calls

Customers, service providers and LOXhome support can exchange messages, photos, videos, voice notes and in-app calls about a booking. Messages and attachments are kept with the booking so it can be completed and any complaint or dispute resolved. For calls, we keep who called whom, when and for how long; we do not record what is said. The apps ask for microphone access only to record a voice note or to make or take a call, and for camera or photo access only when you choose to add a photo or video.

• Creating and managing customer and provider accounts.
• Matching customers with suitable service providers.
• Processing bookings, quotations and service requests.
• Communicating booking confirmations, updates and delays.
• Facilitating payments, refunds, commissions and provider payouts.
• Verifying provider information and supporting marketplace safety.
• Investigating complaints, disputes, suspected fraud and misconduct.
• Improving our services, technology and customer experience.
• Providing customer support and responding to enquiries.
• Meeting applicable legal, regulatory, tax and accounting obligations.
• Sending service-related notifications and, where permitted, marketing communications.
• Protecting the rights, property, safety and legitimate interests of LOXhome and its users.

LOXhome will process personal information only where a lawful basis exists under the Nigeria Data Protection Act 2023. Depending on the activity, these bases may include:

• Contract: processing necessary to create or perform a booking, provider relationship or other agreement.
• Legal obligation: processing required by applicable laws or regulatory requirements.
• Legitimate interests: processing necessary for legitimate business purposes, provided those interests do not override individual rights and freedoms.
• Consent: where an individual has freely and specifically agreed to a particular use of their information.
• Vital interests or public interest: where applicable under law.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

LOXhome does not sell personal information to third parties. We may share relevant information in the following circumstances:

• Customers and service providers: information reasonably necessary to communicate and complete a booking. An assigned provider may receive the customer’s name, service address, contact details and job description; a customer may receive relevant provider profile details.
• Payment service providers: transaction information to facilitate payments, refunds, reconciliation and payouts.
• Technology and operational service providers: hosting, communication (including SMS, WhatsApp, voice calling and push notifications), mapping, crash reporting, analytics and software vendors, subject to appropriate contractual and security safeguards.
• Professional advisers and authorities: legal advisers, auditors, regulators, law enforcement agencies or courts where reasonably necessary or legally required.
• Business transfers: in a merger, restructuring, acquisition or transfer of business assets, subject to applicable privacy laws and appropriate safeguards.

We will not disclose personal information to unrelated third parties for their independent marketing purposes without an appropriate lawful basis.

LOXhome operates a marketplace that requires limited information exchange between customers and service providers. Users must use another person’s contact information only for the relevant service or booking; must not misuse, distribute, publish or sell another person’s personal information; and must not use customer or provider information for harassment, unsolicited marketing or unrelated commercial activities.

Service providers must not retain or use customer information beyond what is reasonably necessary to fulfil the service, meet lawful obligations or resolve a legitimate dispute.

LOXhome will retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, including contractual, operational, legal, accounting and dispute-resolution requirements.

Retention periods may vary depending on the type of information, the nature of the relationship, applicable legal and regulatory obligations, ongoing disputes or investigations, and legitimate business and security requirements.

When information is no longer required, LOXhome will take reasonable steps to securely delete, anonymise or otherwise dispose of it, subject to applicable law.

When you delete your account, we erase or de-identify the personal information that identifies you within 30 days, as section 11 explains. Records we are required to keep for accounting, tax, dispute-resolution, safety or legal reasons, such as booking, payment, refund and payout records, are kept without your name, phone number or email address, only for as long as those obligations require.

LOXhome will implement reasonable technical and organisational measures designed to protect personal information against unauthorised access, disclosure, alteration, loss or destruction. These may include access restrictions, role-based permissions, password and account security controls, secure storage and transmission practices, staff confidentiality obligations, vendor safeguards and incident-response procedures.

No electronic system or method of transmission can be guaranteed to be completely secure. LOXhome will take reasonable steps to identify, prevent and respond to data security incidents in accordance with applicable law.

Where personal information is transferred outside Nigeria, LOXhome will ensure that the transfer complies with applicable Nigerian data protection requirements and that appropriate safeguards or other lawful transfer mechanisms are in place.

Subject to applicable law, individuals may have the right to:

• Be informed about the processing of their personal information.
• Request access to personal information held about them.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information in appropriate circumstances.
• Object to certain forms of processing.
• Request restriction of processing in applicable circumstances.
• Request portability of personal information where legally applicable.
• Withdraw consent where processing is based on consent.
• Object to or challenge qualifying automated decision-making.
• Lodge a complaint with the Nigeria Data Protection Commission (NDPC).

To exercise these rights, contact team@loxhome.app with the subject line “Data Privacy Request”. We may need to verify your identity before acting on a request. Some information may be retained where required by law or where another lawful basis applies. You may also lodge a complaint with the NDPC.

Deleting your account: you can delete your account at any time in the app, under Login and security in your account settings, or at loxhome.app/delete-account, which also works if you can no longer sign in. Your account is locked immediately, and we erase the personal information that identifies you within 30 days, once any booking in progress, wallet balance, payout or open complaint has been settled. Some records are kept in de-identified form, as section 8 explains.

Where our website or application uses cookies or similar technologies, they may be used to keep services functioning, remember user preferences, improve platform performance, understand usage patterns and support security and fraud prevention. Where required by law, we will obtain consent before using non-essential cookies or similar technologies. Users may manage available cookie preferences through their browser or platform settings.

LOXhome may send service-related messages, including booking updates, payment notifications and important account information. Where required, we will obtain consent before sending promotional or direct marketing communications.

You may opt out of marketing communications using the available unsubscribe option or by contacting us. Opting out of marketing will not prevent essential service-related communications.

LOXhome is not intended for independent use by children under the age of 18. We do not knowingly seek to collect children’s personal information without the required legal basis and appropriate authorisation. If we become aware that such information has been collected unlawfully, we will take reasonable steps to address the situation.

Our platform or communications may contain links to third-party websites, payment services or applications. Those services operate under their own privacy policies. LOXhome is not responsible for the independent privacy practices of third-party platforms, although we will take reasonable care when selecting service providers that process personal information on our behalf.

LOXhome may update this Privacy Policy from time to time to reflect changes in our operations, technology, legal obligations or business practices. Material changes will be communicated through appropriate channels. The updated version will state its effective date.

For questions, requests or complaints concerning this Privacy Policy, contact:

LOXHOME LTD | RC 9922436 Lagos State, Nigeria Email: team@loxhome.app Telephone: +234 903 984 1373 / +234 907 366 1856