Privacy Policy

About this policy

This Privacy Policy explains what personal information the operator of the Lozeye app ("Lozeye," "we," "us" or "our") collects, why we use it, who we share it with, how long we keep it and the choices and rights you have. It applies to the Lozeye app and our related websites and services. It is part of the Terms of Use. Lozeye is offered only to adults in the United States.

The short version: we collect what we need to connect Clients with Spotters, run tasks and calls, take payments, keep people safe and settle disputes. We do not sell your personal information, we do not share it for targeted advertising, and we delete call recordings, chats and task location records on a fixed schedule.

1. Information you give us

Account: phone number, name, date of birth, language, profile photo and, if you add it, your email address.

Spotter profile: the categories you choose, your experience, your rates and your work area.

Tasks: the address or area of a task, the category, the description, the optional task photo, the time you choose for a scheduled task, your questions and answers before a task, and your ratings and reviews.

Messages and calls: chat messages, and the audio and video of calls, which are recorded.

Reports and support: reports, disputes, safety cancellations, and what you send us through "Contact us."

Choices and consents: your settings, your notification and marketing choices, and a record of every agreement and notice you accept.

2. Information we collect automatically

Location: when you use the map, the app uses your device's location to show nearby Spotters or requests. When a Spotter switches on Available, the app shares the Spotter's location in the background, and we keep only the latest location, which other users see only as an approximate area. From the moment a Spotter accepts a task until it ends, the Spotter's phone sends its position every few seconds: the Client of that task sees it live on a map, with the distance to the task place, and we keep one point about every minute as evidence for the task and for disputes. Spotters agree to this before they can accept tasks, and it stops by itself when the task ends. The task starts when the Spotter's position is within the distance of the task place shown in the app. You can control location access in your phone settings, but parts of the app will not work without it.

Device and usage: device type and model, operating system, app version, language, a device identifier the app creates, push notification token, IP address, time zone, crash and error reports, and how you use the app (for example screens opened and actions taken).

Calls: call start and end times and call length, which we use to measure task time and charges.

3. Information from others

Other users: what the other user in a task writes, says or shows about you, ratings and reviews of you, and reports about you.

Payment and payout providers: from Stripe we receive payment status, the card brand, the last four digits, the expiry date, a card fingerprint, and for Spotters, the status of their payout account. Stripe, not Lozeye, collects and keeps full card numbers, bank details and the identity and tax information that Spotters give to receive payouts.

Phone verification: from Twilio, the result of verifying your phone number, and in some cases the type of line and carrier.

Maps: from Google Maps, addresses and places that match what you type or where you are.

4. How we use information

To provide Lozeye: create and secure your account, show maps and requests, match Clients and Spotters, run chats and calls, measure task time, send notifications, and provide support.

Payments: place holds, charge what is owed, pay Spotters, give refunds, send receipts and statements, and keep financial and tax records.

Safety and integrity: verify phone numbers, prevent fraud and misuse, enforce the Terms and the Prohibited tasks list, detect and block banned users (using the device identifier, phone number, card fingerprint and IP address together), review safety cancellations, and respond to emergencies and to law enforcement where the law requires or allows.

Disputes and legal claims: review task records, chats, location records and recordings to decide disputes, answer chargebacks, and establish, exercise or defend legal claims.

Translation and automated checks: chat messages and requests are translated automatically and checked automatically for signs of prohibited activity. These tools only flag messages; a person on our team reviews any decision to suspend or close an account.

Improvement and communication: understand how the app is used, fix problems, develop features, and send service messages and, only with your consent, marketing messages.

Legal: comply with laws, regulations, legal process and app store rules.

We do not use your information to make decisions that produce legal or similarly significant effects about you based solely on automated processing.

5. Biometric information

We do not collect or use biometric identifiers. We do not use photos, call video or call audio to identify people by their face or voice, and we do not create face templates or voiceprints.

6. How we share information

With the other user in a task: what is needed for the task. For example, a Client sees the Spotter's name, photo, rating and approximate distance, and after acceptance the Spotter's live location until the task ends; the Spotter sees the task address and the Client's name; both see the chat and the call and the reference code. Before a Spotter accepts, other users see only an approximate area.

With service providers who work for us under contracts that limit their use of your information: Stripe (payments and payouts), Twilio (text messages and phone verification), Agora (calls and call recording), Railway (hosting, database and file storage), Expo, Apple and Google (push notifications and app distribution), Google Maps (maps and addresses), Anthropic (automatic translation and message checks) and Resend (email).

For legal reasons: to comply with law, a subpoena, court order or other legal process; to answer lawful requests from public authorities; to protect the rights, property and safety of Lozeye, our users and the public; and to enforce our agreements, including sharing task records with banks and Stripe to answer chargebacks.

In a business transfer: if Lozeye is involved in a merger, acquisition, financing, reorganization or sale of assets, or moves its operations to a company we form, information may be transferred as part of that deal, under this policy.

With your consent or at your direction: for example when you use Share my location from the safety button to send your location to someone you choose.

We do not sell personal information and we do not share it for cross-context behavioral advertising, as those terms are defined by US state privacy laws, and we have not done so in the past 12 months. We do not allow third-party advertising networks in the app.

7. Text messages

We send one-time sign-in codes and service messages by text message. Message and data rates may apply, and message frequency varies. No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging opt-in data and consent will not be shared with any third parties. This does not stop us from sharing information with the providers that deliver our text messages.

8. How long we keep information

Task photo: deleted when the task ends.

Call recordings: 30 days after the task.

Chat messages: 30 days after the task.

Spotter location recorded during a task: 30 days after the task. The Spotter's live position is shown only while the task runs and is cleared within hours after it ends.

Latest location of an Available Spotter: replaced by each new location; it is not shown to anyone while the Spotter is not Available, and it is deleted with the account.

Agreements and consents log: for the life of the account and up to 7 years after it is closed, so that we can show what was accepted if a claim is made.

Payment, payout and tax records: as long as tax, accounting and financial laws require, usually up to 7 years.

Account and profile: until you delete your account. After deletion we remove or de-identify your profile within 30 days, except for information we must or may keep under this section.

Any of these periods may be extended while a dispute, chargeback, report, safety review, legal claim or legal hold is open, or where the law requires us to keep information longer.

9. Your choices

Location: change location access in your phone settings. A Spotter can switch off Available at any time to stop background location.

Notifications: turn off push notifications in your phone settings; manage marketing choices in Settings. Sign-in codes cannot be turned off because they are needed to use your account.

Account: edit your profile in the app, and delete your account in Settings, Delete account.

Global Privacy Control: where the law requires, we treat a Global Privacy Control signal as a request to opt out of sale and sharing; since we do not sell or share personal information, the signal does not change how we handle it.

10. Your privacy rights

Depending on where you live, laws such as those of California, Colorado, Connecticut, Delaware, Indiana, Iowa, Kentucky, Maryland, Minnesota, Montana, Nebraska, New Hampshire, New Jersey, Oregon, Rhode Island, Tennessee, Texas, Utah, Virginia and other states may give you the right to: know and access the personal information we hold about you and get a portable copy; correct inaccurate information; delete your information; opt out of the sale or sharing of personal information, targeted advertising and certain profiling; and limit the use of sensitive personal information. We extend these rights to all of our users in the United States, subject to the exceptions the law allows, for example when we must keep information to complete a task, prevent fraud, resolve a dispute, defend a legal claim or comply with the law.

Precise location, account sign-in details and the contents of messages can be sensitive personal information under some state laws. We use them only to provide the services you request, keep the service safe and secure, and for the other purposes the law permits without a right to limit.

How to make a request: use "Contact us" in Settings, under Help and legal, or delete your account in Settings. To protect you, we verify the request through your signed-in account or your phone number before acting on it. You may use an authorized agent, and we may ask for proof of the agent's authority and verify your identity directly. We respond within 45 days, or within any extended period the law allows, and we will tell you if we need more time.

Appeals: if we decline your request, you may appeal by replying to our decision through "Contact us." We will answer your appeal within the time the law requires. If you are not satisfied with the result, you may contact your state attorney general.

No discrimination: we will not deny you service, charge you a different price or give you a different quality of service because you used your privacy rights.

California: in the past 12 months we collected the categories described in sections 1 to 3: identifiers; customer records; commercial information; internet and device activity; geolocation; audio and visual information; professional information that Spotters provide; inferences limited to ratings and fraud signals; and sensitive personal information (precise location, account sign-in details and message contents). We collected them from the sources and for the purposes in sections 1 to 4, disclosed them to the categories of recipients in section 6, and keep them for the periods in section 8. We do not sell or share personal information, including that of people under 16. California residents may also ask once a year for information about disclosures for direct marketing; we do not make such disclosures.

11. People who appear in calls

Calls may show sellers, landlords or other people who are present. Spotters must tell them the call is recorded before showing them. If you appeared in a Lozeye call and want to ask about or delete a recording, contact us through the app, or ask the Spotter or Client to contact us. Recordings are deleted after 30 days unless a dispute or legal hold requires keeping them longer.

12. Children

Lozeye is only for people 18 and older. We do not knowingly collect personal information from anyone under 18. If we learn that a user is under 18, we will close the account and delete the information, except what the law requires us to keep. Tasks may not involve minors.

13. Security

We protect information with measures such as encryption in transit, encrypted storage, access controls, signed short-lived access tokens, and a design in which only our servers reach the database. Payment card data is handled by Stripe. No method of storage or transmission is completely secure, so we cannot guarantee absolute security. If a security incident affects your personal information, we will notify you and the authorities as the law requires. Keep your phone and sign-in codes safe and tell us right away if you think your account was misused.

14. Where information is processed

Lozeye is offered in the United States, and we and our service providers store and process information in the United States. Some providers may process limited information in other countries under contracts that protect it.

15. Changes to this policy

We may update this policy. If we make material changes, we will tell you in the app and ask you to accept the new version before you continue. The date and version of the policy in force are shown in the app.

16. Contact

For questions, requests or complaints about privacy, use "Contact us" in Settings, under Help and legal, in the app.