Privacy Policy

Doyo Innovative Solutions Inc. (“Doyo”, “we”, “us”) runs a marketplace that connects people who need work done at home with independent service providers in Ontario, Canada, through the Doyo and Doyo Pro apps and doyo.ca. This policy explains what personal information we collect, why, who helps us handle it, and the choices you have. We follow Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA).

In short: we collect what it takes to book and do a job, we do not sell personal information, we do not track you across other apps or websites, and there is no advertising in Doyo.

What we collect from customers

• Account details — your name and email address; your phone number if you add one. If you sign in with Apple or Google, we receive your name and email from them (or Apple’s private relay address, if you choose to hide yours).
• Addresses — the service addresses you enter or save, so a pro can get to the job.
• Location — your device’s location while the app is open, if you allow it, to show pros nearby and fill in your address. We never collect location in the background.
• What you tell the Doyo agent — your messages describing a job, and any photos or screenshots you attach.
• Voice — when you speak to the Doyo agent, the app records what you say and sends the recording to OpenAI, which turns it into text. We do not keep the recording: we keep the text, like a typed message. If the agent answers out loud, the reply text is turned into speech by OpenAI or, for Persian, Microsoft Azure. You can always type instead.
• Orders and messages — your bookings, receipts, the chat with your pro, tips, ratings and reviews, and support conversations with us.
• Payments — card payments are handled by Stripe. You enter your card with Stripe, and your card number never reaches Doyo. We keep a payment reference and its status.
• Doyo credit — the credit you have been given or earned, and what it was spent on.
• Device information — a notification token, if you allow notifications, so we can send order updates to your phone.
• Sign-in records — when you create an account or sign in: the IP address and rough country it came from, whether it was the iOS app, the Android app or the website, and the device type (for example “Android 14, Samsung Galaxy S23” or “Chrome on macOS”). We use these to understand how people join Doyo, to help you with support, and to spot accounts being misused.

What we collect from service providers

Everything above that applies, plus what we need to verify a pro before they work in someone’s home:

• Government photo identification and a matching selfie.
• A police record check and, for regulated trades, trade licences and certificates.
• Business details, service area, rates and trades, work photos you choose to publish, and payout details.
• Your location while you are online in Doyo Pro, to offer you nearby jobs and show customers when you are on the way. It is not collected while you are offline.

Verification documents are kept in private storage that is not publicly accessible, and are seen only by Doyo staff who review them.

Every pro’s identity and police record are checked by an accredited Canadian background-check company, ordered through the Doyo Pro app and renewed each year. (Until that check is available in the app, pros upload their own police check and photo ID, and Doyo staff review them.) Before the check starts, that company confirms the pro’s identity — by checking the details they give against a credit bureau’s identity records, by comparing a selfie with their photo ID, or by a Canada Post identity check — and asks for their consent. It sends Doyo the result only with that consent. Doyo uses the result only to decide whether the pro can work on Doyo, and never shares it with customers or Area Partners.

How we use it

• To run your account and the bookings you make or accept.
• To understand a job and match it with a suitable, verified pro nearby.
• To take, hold, capture and refund payments, and to pay providers.
• To send order updates, receipts, reward and credit notices, and replies to support — by in-app message, push notification, email or text.
• To keep the marketplace safe: verifying providers, investigating reports, and preventing fraud and abuse.
• To meet our legal obligations, including tax and record-keeping.

We do not sell or rent personal information, we do not use it for advertising, and we do not use it to build profiles for anyone else.

What a pro sees about a customer, and the other way round

The pro assigned to your job sees your first name, the service address, the job details and photos you attached, and — only while the job is booked or under way — your phone number. Verified pros who are offered a job see its details and photos so they can decide whether to take it. Customers see a pro’s public profile: name, photo, trades, rating, reviews and published work. Phone numbers are hidden again once a job ends.

Area Partners

In some areas Doyo works with local businesses called Area Partners, who help recruit pros and respond first to complaints. A partner sees the jobs in their area by service, date, postal area and rating — never your name, phone number, email or street address. If a partner is helping with a complaint about your job, Doyo shares the address and job details they need, through Doyo’s support thread, only for that complaint.

If you are a pro who joined Doyo through a partner’s link, that partner sees your name, trades, rating, jobs and how far your onboarding has got — never your contact details, ID, police check, bank details or earnings.

Partners are bound by contract to use this only for Doyo’s purposes, never to contact you for their own business, and every time they open partner data it is logged.

Who helps us run Doyo

We use a small number of service providers, each only for the purpose listed and under contract to protect the information:

Some of these providers store or process information outside Canada, including in the United States and the European Union, where it may be accessible to authorities under local law. We may also disclose information where the law requires it, or to protect someone’s safety.

Cookies on doyo.ca

The website uses cookies to keep you signed in and to remember a referral code you arrived with.

The public pages — the home page, services, areas, blog and the like — also use Google Analytics to count visits: which pages are read, roughly where visitors are, what device they use, and how they found us (a search engine, an AI assistant, a link). It sets its own cookies (named _ga) that recognise a returning browser, not a person, and we never send it your name, email, phone number or address. We have turned off Google’s advertising features, Google signals and ad personalisation, so this data is not used to show you ads. Google Analytics does not run in the signed-in web app, on sign-in or on payment pages.

You can block these cookies in your browser’s settings, or install Google’s opt-out add-on (tools.google.com/dlpage/gaoptout). The site works the same without them. There are no advertising cookies on doyo.ca.

How long we keep it

• Account, order and payment records: while your account is open, and afterwards as long as tax, accounting and dispute obligations require — generally up to seven years for financial records.
• Job photos: until the account is deleted, or sooner if you remove them.
• Provider verification documents: while the provider is active, and for a limited period after.
• Sign-in records: 13 months, then deleted.

Deleting your account

You can delete your account in the app (Profile → Delete account) or as described at doyo.ca/delete-account. Deletion removes your name, email, phone, saved addresses, job photos, notification tokens and sign-in records, and signs you out everywhere. Records tied to completed payments are kept in a form that no longer identifies you, where the law requires us to keep them.

Your rights

You can ask to see the personal information we hold about you, have it corrected, or withdraw your consent (which may mean we can no longer provide the service). Write to [email protected]; we reply within 30 days. If you are not satisfied with our answer, you can contact the Office of the Privacy Commissioner of Canada.

Security

Information is encrypted in transit, passwords are stored only as secure hashes, verification documents sit in private storage, and access inside Doyo is limited to the people who need it. No system is perfectly secure; if a breach creates a real risk of significant harm, we will tell you and the Privacy Commissioner as the law requires.

Children

Doyo is for people 18 and over. We do not knowingly collect information from anyone younger.

Changes

If we change this policy in a way that matters, we will tell you in the app or by email before it takes effect. The date at the top shows when it last changed.

Contact

Privacy questions: [email protected]. Everything else: [email protected].
Doyo Innovative Solutions Inc., Toronto, Ontario, Canada.