Privacy Policy

This policy explains how HollerApp Limited (“Holler”, “we”, “us”) collects and uses personal data when you use the HollerApp mobile app or this website. We are the data controller for that data under the UK GDPR and the Data Protection Act 2018.

Contact: 120 Moorgate, London EC2M 6UR, United Kingdom · privacy@hollerapp.co.uk

1. What we collect

Everyone

• Account details — name, email address, phone number, password (stored hashed), profile photo.
• Verification data — one-time passcodes sent by SMS or email to confirm your identity.
• Device & usage data — device identifiers, push notification tokens, app version, IP address, and logs of errors and activity.

Customers

• Location data — the address you set for a booking and, where you allow it, your device location so we can show nearby providers and let you track a provider on their way to you.
• Booking history — services booked, dates, times, prices and status.
• Payment data — card payments are processed by Stripe. We never see or store your full card number; we hold a Stripe reference, the last four digits and card type.
• Messages and calls — in-app chat messages and records of in-app calls (time, duration and participants) between you and a provider.
• Ratings and reviews you leave.
• Support tickets — the content of any ticket you raise, including any file you attach.

Businesses and service providers

• Business details — trading name, business type, description, images, service listings and pricing.
• Payout details — bank or card payout information collected and held by Stripe under their Connect onboarding. We hold only a Stripe account reference.
• Availability and location — working areas and, during an active job, live location so the customer can track arrival.

2. Why we use it, and our legal basis

3. Who we share it with

We do not sell your personal data. We share it with the following processors so the service can work:

When you make a booking we also share the details each side needs to complete it — a provider sees your name, booking address, contact details and any notes; you see the provider’s business details. We may share data with professional advisers, insurers or law enforcement where we are legally required to.

4. International transfers

Some of our processors are based outside the UK, including in the United States. Where data leaves the UK we rely on UK adequacy regulations or the International Data Transfer Agreement / UK Addendum to the EU Standard Contractual Clauses.

5. How long we keep it

• Account data — while your account is open, then up to 12 months after closure.
• Booking, payment and invoice records — 6 years, to meet UK tax and accounting requirements.
• Chat messages and call records — 12 months, or longer if needed for an open dispute.
• Support tickets — 24 months after the ticket is closed.
• Marketing and waitlist contacts — until you unsubscribe.

6. Your rights

Under UK data protection law you have the right to:

• access a copy of your personal data;
• have inaccurate data corrected;
• have your data erased, where the law allows;
• restrict or object to how we use it, including objecting to direct marketing at any time;
• data portability;
• withdraw consent at any time, where we rely on consent.

To exercise any of these, email privacy@hollerapp.co.uk. We’ll respond within one month. You can also delete your account from within the app.

If you’re unhappy with how we’ve handled your data you can complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

7. Cookies

This website uses strictly necessary cookies to function. Analytics and marketing cookies are only set if you agree via our cookie banner. You can change your choice at any time using the Cookie Preferences link in the footer.

8. Children

HollerApp is not intended for anyone under 18 and we do not knowingly collect data from children. If you believe a child has given us personal data, contact us and we will delete it.

9. Security

We protect your data with encryption in transit (HTTPS), hashed passwords, access controls on our admin systems, and by leaving card and bank details with Stripe rather than storing them ourselves. We will notify you and the ICO of a qualifying breach as the law requires.

No method of transmission or storage is completely secure. While we take the measures described above, we cannot guarantee absolute security, and we do not accept responsibility for unauthorised access resulting from your own device, network, or failure to keep your login details confidential. Keeping your password secure is your responsibility.

10. What you share with other users

When you make or accept a booking, the details each side needs are shared directly between you and the other party — including your name, contact details, booking address and any notes or messages you send. Once that information has been shared, the other party controls it. Holler is not responsible for what a Customer or Provider does with information you give them, in the app or in person. Share only what a booking genuinely requires, and never share payment card details directly with another user.

11. Other people’s services

The Platform links to and relies on third-party services (see section 3). Those organisations are independent controllers or processors with their own privacy notices, and this policy does not cover their practices.

12. Scope of this policy

This policy explains how we handle personal data. It does not govern our liability to you, which is dealt with in our Terms of Service — in particular section 11 of those terms, and section 3, which explains that Providers are independent and are not vetted by us.

13. Changes

We’ll update this page when our practices change and revise the “last updated” date above. Significant changes will be notified in the app or by email.