Privacy Policy

1. Who we are and how to contact us

Smoove is a platform that connects people who are moving home with vetted removal companies so they can get quotes, compare options, and book their move.

If you have any questions about this Privacy Policy or how we handle your data, you can contact us at:

• Email: hello@smoove.to

If you are in the UK or EU, we act as the data controller of your personal data for the purposes described in this notice.

2. Information we collect

We collect information in three main ways: (a) information you provide, (b) information we collect automatically, and (c) information from third parties.

2.1 Information you provide

• Account details: your name, email address, phone number, and login details (if applicable).
• Job and move details: current and destination addresses or general locations, property type and size, access details (e.g. stairs, parking, lifts), inventory of items, preferred dates and times, and any notes or special requirements.
• Business / Partner information: for removal companies, this may include company name, contact details, service areas, and pricing preferences.
• Communication content: messages you send via Smoove (for example to our team or to Partners), reviews, and survey responses.
• Payment-related information: if you make payments through Smoove, we may collect limited billing details and transaction identifiers. Payment processing is generally handled by third-party providers, and we do not store full card details on our systems.

2.2 Information we collect automatically

When you use Smoove, we may automatically collect certain information, such as your IP address, device and browser type, approximate location (based on IP), pages visited, links clicked, and time spent on the platform. We typically collect this using cookies and similar technologies (see Section 7).

2.3 Information from third parties

We may receive information from authentication providers (if you sign in using a third-party service) and analytics or marketing partners that help us understand how Smoove is used and how we can improve it.

3. How we use your information

We use your information for the following purposes:

• To provide and operate Smoove: creating and managing your account, allowing you to submit move details, and enabling Partners to provide quotes and manage bookings.
• To share job information with Partners so they can give you quotes (core functionality): we share your job and move details, and the contact information required for Partners to review your job, provide accurate quotes, ask follow-up questions, and deliver the removal service if you decide to proceed.
• To process payments and bookings: handling transactions and billing (where applicable), and sending related confirmations.
• To improve and secure our service: monitoring usage, troubleshooting issues, preventing fraud and abuse, and developing new features.
• To communicate with you: sending service-related emails (such as quote updates, booking confirmations, and account notifications), responding to support requests, and asking for feedback or survey responses where appropriate.
• For legal and compliance purposes: complying with applicable law and enforcing our terms, as well as protecting our rights, our users, and our Partners.

4. Legal bases for processing (UK/EU users)

If you are in the UK or EU, we rely on the following legal bases to process your personal data:

• Performance of a contract: to provide the Smoove service, including sharing your job details with Partners so that they can provide quotes and complete bookings.
• Legitimate interests: to operate, improve, and secure Smoove; to prevent fraud and misuse; and to share necessary job information with Partners in a way that users would reasonably expect when requesting quotes.
• Consent: for certain optional cookies or marketing communications where consent is required by law. You may withdraw consent at any time.
• Legal obligations: to comply with laws, regulations, and legal requests.

5. How we share your information

5.1 Sharing with Partner companies

To obtain quotes and manage your move, we must share certain information with selected Partner removal companies. This typically includes:

• Your name and contact details (such as email address and/or phone number).
• Job and move details (addresses or areas, property information, access details, inventory, preferred dates/times, and any notes or special requirements you provide).

Partners use this information to assess your job, provide quotes, ask follow-up questions, and carry out the removal work if you accept their quote.

We ask Partners to only use your information for these purposes and to protect it appropriately. However, Partners are independent businesses and will usually be separate data controllers with their own privacy policies and legal obligations. You should review their privacy terms before engaging them directly.

5.2 Service providers

We may share your information with trusted third-party service providers who help us operate Smoove. These providers act as data processors and may only process your data on our instructions. Our key service providers include:

• Supabase (database and authentication hosting)
• Stripe (payment processing)
• Google (Google Places API for address lookup, Google OAuth for sign-in)
• OpenAI (powers our customer support chat — see Section 5.4 below)
• Resend (email delivery)
• Netlify / Vercel (website hosting)

5.3 Legal, protection, and business transfers

We may also disclose information:

• To comply with applicable law, regulation, or a legal request.
• To protect the rights, property, or safety of Smoove, our users, our Partners, or the public.
• In connection with a merger, acquisition, or sale of assets, in which case your data may be transferred as part of the transaction.

We do not sell your personal data.

5.4 Customer support and AI processing

Our customer support chat uses technology powered by OpenAI to help answer your questions quickly. When you use our support chat:

• Your messages are sent to OpenAI's API to generate helpful responses.
• If you are logged in, we may share limited account context (such as your name and whether you have active bookings) to provide more relevant assistance.
• Conversations may be stored to improve our service and for support ticket management.
• You can request to speak with a human specialist at any time, and complex issues will be escalated to our support team.

OpenAI processes data in accordance with their privacy policy and data processing terms. We have appropriate agreements in place to protect your data.

6. International transfers

Your information may be stored and processed in countries other than your own. Where we transfer personal data outside the UK or EU, we will put in place appropriate safeguards (such as standard contractual clauses or equivalent measures) to protect your information as required by data protection law.

7. Cookies and similar technologies

We use cookies and similar technologies to keep you logged in, remember your preferences, understand how Smoove is used, and improve performance. In some cases, cookies may also be used for analytics or marketing purposes.

You can manage cookies through your browser settings, and in some cases via a separate cookie banner or preferences tool. If you disable certain cookies, parts of Smoove may not function properly.

8. Data retention

We keep your personal data only for as long as necessary for the purposes described in this Privacy Policy, including:

• For as long as your account is active.
• For the time needed to manage quotes, bookings, disputes, and support enquiries, and to maintain accurate records.
• For as long as required by law, regulation, or to protect our legal position (for example, within applicable limitation periods).

When data is no longer needed, we will delete it or anonymise it.

8.1 Media files (photos and videos)

Photos and videos you upload to help movers quote for your job are stored securely. We retain these files:

• During the quoting process: so Partners can review your property details.
• After booking: for up to 90 days after your move is completed, in case of disputes or claims.
• If no booking is made: for up to 30 days after your last activity, after which they are automatically deleted.

You can request deletion of your media files at any time by contacting us.

8.2 Support conversations

Support chat conversations and tickets are retained for up to 2 years to help us improve our service, train our support systems, and resolve any ongoing issues. You can request deletion of your support history by contacting us.

9. Your rights (UK/EU and similar jurisdictions)

Depending on your location, you may have some or all of the following rights in relation to your personal data:

• Access: to request a copy of the personal data we hold about you.
• Rectification: to ask us to correct inaccurate or incomplete data.
• Erasure: to request that we delete your data in certain circumstances.
• Restriction: to ask us to restrict the processing of your data in certain cases.
• Objection: to object to processing based on our legitimate interests.
• Data portability: to request that we transfer your data to you or another provider in a structured, commonly used and machine-readable format, where technically feasible.
• Withdraw consent: where we rely on consent, you can withdraw it at any time.

To exercise these rights, please contact us using the details in Section 1. We may need to verify your identity before responding.

If you are in the UK or EU, you also have the right to lodge a complaint with your local data protection authority (for example, the Information Commissioner's Office in the UK).

10. Children

Smoove is not intended for children under 18, and we do not knowingly collect personal data from them. If you believe a child has provided us with personal data, please contact us so we can delete it where appropriate.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated version on this page and update the "Last updated" date at the top. If the changes are material, we may provide additional notice (for example, by email or in-app notification).

Your continued use of Smoove after changes take effect means you accept the updated Privacy Policy.

12. Contacting us about privacy

If you have any questions about this Privacy Policy or our data practices, or if you want to exercise your rights, you can contact us at:

• Email: hello@smoove.to

This Privacy Policy is provided for general information and does not constitute legal advice. You should consider seeking your own legal advice to ensure your use of Smoove complies with applicable laws.