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This Privacy Notice for TWLV Inc., operating as MaintainBee ("we", "us", or "our"), explains how we collect, use, disclose, store, and otherwise process personal information when you use MaintainBee and related services ("Services"), including when you:

  • Visit our website at https://maintainbee.com or another website that links to this Privacy Notice;
  • Download, access, or use the MaintainBee mobile application;
  • Create or use a Personal or Business account;
  • Add, manage, or maintain items, maintenance tasks, schedules, reminders, or related information;
  • Use our AI-powered maintenance recommendation features;
  • Create, manage, or publish a Business storefront;
  • Search for businesses or services using our map and discovery features;
  • View business storefronts;
  • Contact a business or communicate with another user through chat;
  • Send or receive messages, photographs, or other files through chat;
  • Submit ratings or reviews, or respond to reviews as a Business user;
  • Use business analytics and dashboard features;
  • Contact us or otherwise interact with us in connection with the Services.

Please read this Privacy Notice carefully. It explains what information we collect, why we collect it, how we use it, when we share it, and the choices and rights available to you. If you have questions about this Privacy Notice or our privacy practices, contact us at info@maintainbee.com.

1. What information do we collect?

Personal information you disclose to us

We collect personal information that you voluntarily provide when you create an account, use the Services, communicate with other users, publish content, or contact us.

Depending on how you use MaintainBee, this may include:

  • Name;
  • Email address;
  • Password and authentication-related information;
  • Display name;
  • Profile photo;
  • Account type, including Personal or Business;
  • Other optional profile information;
  • Maintenance items and information about those items;
  • Maintenance tasks, schedules, reminders, preferences, and related information;
  • Information and answers you provide when using our AI maintenance recommendation feature;
  • Business name and business profile information;
  • Business storefront descriptions and images;
  • Business address and telephone number;
  • Optional licence, credential, or similar information that a Business user chooses to provide;
  • Ratings and reviews;
  • Replies to reviews;
  • Messages and other communications sent through the Services;
  • Images, photographs, and other files uploaded through chat or other features;
  • Information provided in customer support requests, reports, complaints, or other communications with us;
  • Other information you voluntarily provide through the Services.

Business storefront information

Business users may create a storefront so that Personal users can discover and contact their business through MaintainBee.

A Business user may choose to publish information such as:

  • Business name;
  • Business description;
  • Storefront images;
  • Business address;
  • Telephone number;
  • Licence or credential information;
  • Ratings and reviews; and
  • Other information the Business user chooses to make available through its storefront.

Information a Business user intentionally publishes through its storefront may be visible to other MaintainBee users.

Business users should only publish information they are authorized and comfortable making available to other users.

Messages, conversations, and uploaded images

MaintainBee allows Personal users and Business users to communicate through chat.

When you participate in a conversation, we collect and store the information that you choose to send or receive through that feature. This may include:

  • Messages;
  • Images or photographs;
  • Other files or content you upload;
  • Information associated with the conversation; and
  • Information associated with the participating accounts.

Private conversations are not intended to be publicly displayed by default.

However, information you send to another user may be viewed, copied, saved, downloaded, or otherwise used by that recipient outside MaintainBee. We cannot control how another user handles information after receiving it.

Please do not send unnecessary sensitive, confidential, financial, authentication, or other highly private information through chat.

Ratings, reviews, and replies

Personal users may submit ratings and reviews about Business storefronts.

Business users may respond to reviews through the Services.

Reviews, ratings, and Business replies may be displayed on the applicable Business storefront and may be visible to other users.

Depending on how the feature is displayed, a review or reply may be associated with information such as the user's display name or profile information.

You should not include information in a review or public response that you do not want other users to see.

Map, search, and location information

MaintainBee allows Personal users to search for businesses and services through a map and related discovery functionality.

When you use these features, we may process information needed to perform the search and display relevant businesses, such as search terms, selected locations, map interactions, and other information associated with your request.

MaintainBee uses the device's platform map (Apple Maps on iOS, Google Maps on Android). It requests your location only while you are using a map feature (finding nearby providers, or pinning your store), and only as a when-in-use permission. You can still use search and the map if you decline location access.

If you grant permission, we may process your device location to provide location-related search and map functionality.

You can deny or withdraw location permission through your device settings.

Business analytics

Business users receive analytics relating to activity associated with their Business storefront.

Depending on the features available, these analytics may include:

  • Number of storefront views;
  • Number of ratings or reviews;
  • Number of conversations involving the Business;
  • Number of unique users who have communicated with the Business;
  • Other related storefront activity metrics.

The analytics dashboard provides Business users with activity metrics concerning their own storefront. It does not provide access to other users' private maintenance records or private conversation contents.

Application and device data

When you use the MaintainBee mobile application, we and the service providers supporting the application may process certain technical and usage information needed to operate, secure, troubleshoot, and maintain the Services.

Depending on the circumstances, this information may include:

  • Mobile device model, manufacturer, and hardware information;
  • Mobile operating system and version;
  • MaintainBee application version and related configuration information;
  • Device or application identifiers, where generated or made available to us;
  • Mobile network or carrier information;
  • Information about features of the application that you access or use;
  • Technical information associated with requests, errors, or application activity; and
  • Push-notification tokens and related information when you enable push notifications.

We use applicable technical information to operate the application, authenticate and maintain accounts, deliver notifications, troubleshoot issues, maintain security, and improve the reliability of the Services.

Our cloud infrastructure service providers may also process certain technical information as part of providing their infrastructure and security services, including information such as IP addresses and user-agent information.

Website data

When you visit our website, we may automatically receive certain information through cookies and similar technologies.

This may include:

  • IP address;
  • Browser type and version;
  • Device and technical information;
  • Pages or content viewed;
  • Referring or exit pages; and
  • Approximate usage information.

We use website analytics to understand how visitors use the website, improve functionality, and measure website performance.

Sensitive information

MaintainBee does not intentionally require users to provide sensitive personal information for the ordinary use of its Services.

However, information submitted through features such as chat, image uploads, Business profiles, reviews, maintenance records, or AI interactions could contain personal or sensitive information depending on what a user chooses to provide.

Users are responsible for exercising appropriate judgment about what information they submit through these features.

Information received from other users or service providers

We may receive information that another user voluntarily provides through the Services, including information contained in messages, reviews, ratings, reports, or other user-generated content.

We also receive or process information through service providers that support the Services, including authentication, cloud infrastructure, storage, push notifications, website analytics, and AI functionality.

2. How do we use your information?

We use personal information for purposes reasonably necessary to provide, operate, secure, maintain, and improve the Services.

Depending on how you use MaintainBee, we may use information to:

Create and manage accounts

We use information to:

  • Create and maintain Personal and Business accounts;
  • Authenticate users;
  • Manage account access;
  • Maintain account security; and
  • Provide account-related communications.

Provide maintenance functionality

We use information you provide to:

  • Store your maintenance items;
  • Store maintenance tasks and schedules;
  • Deliver reminders and notifications;
  • Maintain maintenance history and related information; and
  • Provide other maintenance functionality.

Provide AI-powered maintenance recommendations

We process information you provide to our AI feature to generate maintenance-related questions, suggestions, tasks, and recommendations.

The AI feature may use information about the item you are maintaining and answers you provide during the AI interaction.

Provide business discovery and map functionality

We process information necessary to:

  • Search for businesses and services;
  • Display Business storefronts;
  • Display businesses on a map;
  • Provide location-related functionality when you grant permission; and
  • Help users discover and contact Business users.

Facilitate communications

We process messages, images, files, and related information so that Personal and Business users can communicate through MaintainBee.

Display user-generated content

We process and display information users choose to publish, including:

  • Business storefronts;
  • Storefront images;
  • Ratings and reviews;
  • Business replies; and
  • Other content submitted for publication through the Services.

Provide Business analytics

We process activity information to generate analytics available to Business users, including storefront views, review and rating counts, conversation counts, and unique users who have communicated with a Business.

Send notifications

When you enable push notifications, we process the information necessary to send notifications to your device, including your push-notification token.

Provide customer support

We may use information you provide to respond to questions, requests, complaints, reports, technical issues, and other communications.

Maintain security and prevent abuse

We may process information to:

  • Detect and investigate unauthorized access;
  • Prevent fraud, abuse, spam, or malicious activity;
  • Protect accounts and Services;
  • Investigate security incidents;
  • Enforce applicable policies; and
  • Protect the rights, property, and safety of MaintainBee, our users, and others.

Improve the Services

We may analyze information about use of the Services to improve:

  • Functionality;
  • Reliability;
  • Security;
  • Performance;
  • User experience; and
  • Features and products.

Comply with legal obligations

We may process or disclose information where necessary to:

  • Comply with applicable laws and legal obligations;
  • Respond to valid legal requests;
  • Establish, exercise, or defend legal rights;
  • Resolve disputes; or
  • Protect against legal or regulatory risk.

No in-app transactions between Personal and Business users

MaintainBee does not currently process payments, contracts, service agreements, or other commercial transactions between Personal users and Business users through the application.

MaintainBee provides a platform through which users may discover and communicate with Business users.

Any services, prices, payments, contracts, arrangements, warranties, or other transactions between users that occur outside MaintainBee are between the relevant parties and are not processed by MaintainBee.

3. How do we obtain consent and otherwise process information lawfully?

We obtain consent and otherwise process personal information as permitted by applicable privacy laws.

Depending on the circumstances, consent may be provided when you:

  • Create and use a MaintainBee account;
  • Provide information for a requested feature;
  • Publish Business storefront information;
  • Submit a rating or review;
  • Reply to a review as a Business user;
  • Initiate or participate in a conversation;
  • Send images or other content;
  • Grant location permission;
  • Enable push notifications; or
  • Otherwise choose to provide information for a particular purpose.

Where applicable law requires express consent, we will seek express consent.

We may also collect, use, or disclose information without consent where permitted or required by applicable law, including for purposes such as security, fraud prevention, legal compliance, legal proceedings, or other purposes authorized by law.

Where consent is required and the processing relies on consent, you may withdraw your consent, subject to applicable legal or contractual restrictions and reasonable notice. Withdrawal may affect features that require the relevant information.

4. When and with whom do we share personal information?

We do not sell personal information.

We may disclose or provide access to personal information where reasonably necessary to provide the Services, operate our business, support interactions you request, maintain security, or comply with law.

With other MaintainBee users

Certain information is intentionally shared through the Services.

For example:

  • Business storefront information may be visible to users searching for businesses;
  • Reviews and ratings may be displayed on a Business storefront;
  • Business replies may be displayed with reviews;
  • Information you choose to send through a conversation is provided to the other participants in that conversation; and
  • Information in your profile may be visible to other users where required for a feature you use.

You control what information you choose to provide to another user, subject to the normal operation of the Services.

Business users are independent users of MaintainBee and are not employees, agents, or representatives of MaintainBee merely because they use the platform.

When you voluntarily provide information to a Business user, that Business user may process the information it receives independently. MaintainBee cannot control how another user handles information after receiving it.

With service providers

We use third-party service providers to support the operation of MaintainBee.

Depending on the feature, these providers may include services for:

  • Authentication, databases, storage, and backend infrastructure;
  • Cloud hosting and related infrastructure services;
  • AI services used to provide maintenance recommendations;
  • Push notification delivery; and
  • Other services reasonably necessary to operate, maintain, secure, or support the Services.

These providers may process personal information on our behalf or as otherwise described in their applicable terms and privacy practices.

Some service providers may process or store information outside Canada.

Legal and safety purposes

We may disclose personal information where reasonably necessary to:

  • Comply with applicable laws, regulations, court orders, subpoenas, warrants, or other lawful requests;
  • Detect, investigate, or prevent fraud, abuse, or security incidents;
  • Protect the safety, rights, property, or security of MaintainBee, our users, or others; or
  • Establish, exercise, or defend legal claims.

Business transactions

We may disclose or transfer information in connection with an actual or proposed merger, acquisition, financing, reorganization, restructuring, sale of assets, corporate transaction, or similar event, subject to applicable law.

No sale and no targeted advertising through the mobile app

MaintainBee does not sell personal information.

MaintainBee does not use your personal information for cross-context behavioural advertising or targeted advertising through the MaintainBee mobile application.

5. Do we use cookies and other tracking technologies?

Website

Our website may use cookies and similar technologies to:

  • Understand how visitors use the website;
  • Measure website performance;
  • Improve functionality and user experience; and
  • Maintain website security.

You can manage or block cookies through your browser settings.

Mobile application

The MaintainBee mobile application does not use browser cookies or advertising trackers for targeted advertising purposes.

The application and its supporting backend infrastructure may process technical and usage information necessary to operate the Services and provide the Business analytics described in this Privacy Notice.

6. Do we use artificial intelligence?

MaintainBee uses artificial intelligence to provide maintenance-related recommendations.

The AI feature may ask questions to better understand the item you want to maintain and the circumstances surrounding its maintenance needs. It may then generate maintenance suggestions, tasks, or related recommendations.

AI-generated information is intended to assist users and may not always be accurate, complete, current, or appropriate for a particular situation. Users should use their own judgment when deciding whether and how to act on an AI-generated recommendation.

Information provided to AI services

The AI functionality may receive information that you directly provide for the purpose of generating maintenance recommendations, including:

  • Information about the item you want to maintain;
  • Answers to questions asked by the AI feature; and
  • Other information you intentionally provide as part of that AI interaction.

We do not intentionally submit unrelated private MaintainBee information to the AI service for a maintenance recommendation.

For example, we do not intentionally provide unrelated private conversations, Business analytics, or unrelated account information to the AI service merely because that information exists within MaintainBee.

You should avoid including unnecessary personal, confidential, financial, authentication, or other sensitive information in information submitted to the AI feature.

7. How long do we keep your information?

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Notice, including to:

  • Provide and maintain the Services;
  • Maintain account and business records;
  • Provide requested functionality;
  • Maintain security;
  • Prevent fraud and abuse;
  • Resolve disputes;
  • Comply with legal obligations; and
  • Establish, exercise, or defend legal rights.

Different categories of information may be retained for different periods.

For example, account information, maintenance information, Business storefronts, conversations, reviews, uploaded images, and security or technical records may have different retention requirements.

When information is no longer reasonably required and there is no legal or other permitted reason to retain it, we will delete it, anonymize it, or otherwise securely dispose of it as appropriate.

Information may remain temporarily in backups or other systems after deletion from active systems.

8. How do we protect your information?

We use reasonable technical, administrative, and organizational safeguards appropriate to the nature of the information we process.

These measures are intended to protect personal information against unauthorized access, use, disclosure, alteration, loss, or destruction.

Our infrastructure providers may also maintain their own security controls, including encryption in transit and at rest, access controls, and other security measures.

However, no electronic system, transmission, or storage method is completely secure. We cannot guarantee that personal information will never be accessed, disclosed, altered, lost, or destroyed as a result of circumstances beyond our reasonable control.

Where we become aware of a privacy or security breach, we will assess it and take the steps required by applicable law, including notification or reporting where legally required.

9. Do we collect information from minors?

MaintainBee is not directed to children.

We do not knowingly collect personal information from children under 13 years of age.

If we become aware that we have collected personal information from a child under 13 without appropriate authorization, we will take reasonable steps to delete the information and terminate the associated account where appropriate.

If you believe that a child may have provided personal information to MaintainBee, please contact us at info@maintainbee.com.

10. What are your privacy rights?

Depending on your location and the privacy laws that apply to you, you may have rights regarding your personal information, including the right to:

  • Request access to personal information we hold about you;
  • Request correction of inaccurate or incomplete information;
  • Request deletion of personal information, subject to applicable exceptions;
  • Withdraw consent where processing relies on consent;
  • Request information about how personal information is collected, used, or disclosed;
  • Object to or restrict certain processing where provided by applicable law;
  • Request portability of information where applicable; and
  • Make a complaint regarding our privacy practices.

Under applicable Canadian privacy legislation, individuals may have rights to access personal information held about them and to challenge its accuracy and completeness.

Some rights may be limited by applicable law. For example, we may retain information where required or permitted by law, for security or fraud prevention, to resolve disputes, or to establish, exercise, or defend legal rights.

We will respond to privacy requests in accordance with applicable law.

11. Controls for Do-Not-Track features

Some web browsers provide a Do-Not-Track ("DNT") setting.

There is currently no universally accepted technical standard governing responses to DNT signals across websites.

Accordingly, our website may not respond to DNT signals unless and until a legally applicable standard requires us to do so.

12. Do we make updates to this Notice?

Yes.

We may update this Privacy Notice from time to time to reflect changes to:

  • Our Services;
  • Features and functionality;
  • Technology;
  • Privacy practices; or
  • Applicable legal requirements.

When we make changes, we will update the Last updated date at the top of this Privacy Notice.

Where required by applicable law, we may provide additional notice of material changes through the Services, by email, or by another appropriate method.

13. How can you contact us about privacy?

If you have questions, concerns, complaints, or requests relating to this Privacy Notice or our handling of personal information, please contact:

TWLV Inc. / MaintainBee

Email: info@maintainbee.com

We will review and respond to privacy inquiries in accordance with applicable law.

Depending on your location, you may also have the right to contact the privacy regulator responsible for your jurisdiction.

For individuals in Canada, this may include the Office of the Privacy Commissioner of Canada or an applicable provincial privacy regulator.

14. How can you review, update, or delete your information?

You may be able to view, change, or delete certain information directly through the MaintainBee application.

You may also contact us at info@maintainbee.com to request access to, correction of, or deletion of personal information, subject to applicable law.

When you request account deletion, we will delete or otherwise dispose of personal information associated with your account from active systems, subject to information that we are required or permitted to retain for purposes such as:

  • Legal compliance;
  • Security;
  • Fraud prevention;
  • Dispute resolution;
  • Establishing, exercising, or defending legal rights; or
  • Other purposes permitted by law.

Information may remain temporarily in backup systems or may be retained in de-identified or anonymized form where appropriate.

User-generated content may also be subject to the operation of the applicable feature and applicable legal or security requirements.

15. Additional Information for U.S. Residents

If you are a resident of a U.S. state with applicable privacy legislation, you may have additional privacy rights depending on the law applicable to you.

These rights may include, where applicable:

  • Accessing personal information;
  • Correcting personal information;
  • Requesting deletion;
  • Requesting a copy of certain personal information;
  • Opting out of certain forms of processing; and
  • Appealing certain privacy decisions.

MaintainBee does not sell personal information and does not use personal information for cross-context behavioural advertising through the MaintainBee mobile application.

To exercise an applicable privacy right, contact us at info@maintainbee.com.

We may need to verify your identity before completing certain requests and will respond as required by applicable law.

16. Additional information about Business providers

MaintainBee provides a platform that allows Personal users to discover and communicate with Business users.

Before starting a conversation with a Business user, MaintainBee may provide an in-app notice encouraging users to review the Business profile, consider credentials and other information provided by the Business, and conduct their own research.

Business users are independent providers and are responsible for information they choose to publish through their storefronts, including descriptions, images, addresses, telephone numbers, licences, credentials, and other representations.

MaintainBee does not independently guarantee that information supplied by Business users is complete, accurate, current, or suitable for a particular service.

Any service arrangement, price, payment, contract, warranty, agreement, or other transaction between a Personal user and a Business user is between those parties unless MaintainBee expressly states otherwise.

MaintainBee does not currently process payments, contracts, or service agreements between Personal and Business users through the application.

Nothing in this Privacy Notice creates a contractual relationship between you and any Business user.

Contact information

Email: info@maintainbee.com

Website: https://maintainbee.com