Privacy Policy

1. What Information We Collect

We collect three broad categories of information: information you provide, information collected automatically when you use the Platform, and information received from other sources. The information collected depends on whether you are a Customer or Professional and which features you use.

Information you provide

• Account and contact information: your name, email address, phone number, city, account credentials and other registration details. You may also provide a profile photograph and WhatsApp number.
• Professional profile information: service categories, experience, skills, qualifications, service area, business description, availability, prices or price information, languages, portfolio images, work examples and optional links or identifiers for Instagram, Facebook, X, LinkedIn or other social platforms.
• Identity and verification information: CNIC or another government-issued identity document, document images, identifying details, a selfie or profile image and, where relevant, professional certificates, licences or supporting credentials. Without required verification information, we may be unable to approve or display a Professional profile.
• User Content: profile content, photographs, ratings, reviews, reports, complaints, messages and other information you upload or submit through the Platform.
• Membership and payment information: plan selection, billing status, transaction reference, amount, date, payment method and limited payment details supplied by a payment provider. We do not need to store a complete payment-card number when payment is handled by an external provider.
• Support and incident information: emails, telephone details, attachments, screenshots, photographs, documents and other information you provide when requesting support, reporting misconduct, disputing a payment or asking us to exercise a privacy right.
• Promotions and feedback: information submitted through surveys, referrals, promotions, training, contests or feedback activities, where offered.

Information collected automatically

• Location information: approximate or precise device location, depending on your device permission, and location or service-area details you enter. We use this information to show nearby Professionals, support location-based search, display relevant results, prevent abuse and troubleshoot location features. You can control device-location permission through your operating-system settings.
• Usage and event information: dates and times of access, pages or screens viewed, search filters, feature interactions, navigation steps, referrals, app crashes, performance events and other activity on the Platform.
• Device and network information: IP address, device type, manufacturer and model, operating system and version, app version, browser type, language, time zone, mobile network, screen information, device or advertising identifiers and diagnostic data.
• Account and profile identifiers: internal identifiers assigned to your account, profile, support request, membership or transaction.
• Cookies and similar technologies: our website and service providers may use cookies, tags, local storage and similar technologies for essential functions, security, preferences, traffic measurement and analytics.

Information obtained from other sources

• identity-verification, hosting, analytics, communications, payment and fraud-prevention providers;
• app stores, social networks or authentication services you choose to connect with Pro92;
• other Users or third parties who submit a rating, review, complaint, safety report or referral involving you;
• publicly available professional registers or sources used to confirm credentials; and
• courts, law-enforcement bodies, regulators and other authorities where permitted or required by law.

2. How We Use Your Information

We use personal information for the following purposes:

Providing and operating the Platform

• creating, authenticating and maintaining accounts and profiles;
• reviewing Professional identity, CNIC and credential information;
• displaying Professional profiles, portfolios, ratings, reviews, contact options and service areas;
• helping Customers discover and contact relevant Professionals, including through location-based results;
• administering memberships, payments, refunds and transaction records;
• delivering account, verification, security, support and service notices; and
• maintaining Platform availability, performance and accessibility.

Safety, support and rule enforcement

• preventing and investigating fraud, fake profiles, misuse, security incidents and unlawful conduct;
• handling complaints, support requests, account appeals and disputes concerning Platform charges;
• protecting Users, Pro92 and the public and enforcing our Terms of Use; and
• verifying information and restricting, suspending or terminating accounts when appropriate.

Improving and developing Pro92

• analysing usage, search and performance trends;
• testing, diagnosing, researching and developing Platform features;
• measuring reliability and resolving technical problems; and
• collecting and acting on feedback.

Communications and promotion

• sending marketing messages, offers, surveys and information about Pro92 features where permitted;
• measuring campaign and referral performance; and
• personalising content or recommendations based on your account, service area and Platform activity.

Legal and business purposes

• complying with applicable law, tax and accounting requirements, court orders and lawful government requests;
• establishing, exercising or defending legal claims;
• conducting audits and maintaining appropriate business records; and
• supporting a merger, financing, restructuring or transfer of all or part of our business.

3. Our Reasons for Processing

Depending on the activity and applicable law, we process information because it is necessary to provide the Platform or perform our contract with you; to comply with legal obligations; with your consent; or for legitimate business interests such as operating and improving Pro92, preventing fraud, securing the Platform, supporting Users and promoting our services.

Where consent is required, you may withdraw it at any time, but withdrawal does not affect processing that was lawful before withdrawal. Some information is required to provide an account or feature; if you do not provide it, that service may not be available.

4. Automated Processing and Profile Ordering

The Platform may automatically filter, rank or recommend Professional profiles using factors such as location, service category, profile completeness, availability, relevance, ratings and Platform activity. Automated tools may also identify unusual activity, duplicate accounts, invalid documents or possible fraud for review.

We do not rely solely on automated processing to make decisions that produce legal or similarly significant effects where applicable law requires human involvement. If your document, profile or account is restricted following an automated flag, you may resubmit information or request review by contacting us.

5. How We Share Your Information

With other Users and the public

Professional profiles are designed to be discoverable. Depending on what a Professional publishes, we may display the Professional's name, profile image, service categories, description, skills, experience, qualifications, service area or approximate location, portfolio, ratings, reviews, availability, price information, phone number, email address, WhatsApp number and social-media links.

Customers should assume that information submitted in ratings or reviews may be visible to the Professional and other Platform Users. We do not publicly display CNIC images, complete government identification numbers, private support correspondence, payment credentials or verification records.

With vendors and service providers

We may provide information to companies that process it for us or help us provide:

• cloud hosting, storage, databases and content delivery;
• identity and credential verification;
• payment processing and transaction support;
• email, SMS, push notifications and user support;
• security, fraud prevention and technical monitoring;
• analytics, research, surveys and marketing measurement; and
• legal, accounting, audit, insurance and professional advice.

These providers receive only information reasonably necessary for their functions and are expected to protect it under contractual or legal obligations.

Other disclosures

• Legal and safety reasons: we may disclose information where reasonably necessary to comply with law or lawful process, investigate fraud or safety issues, enforce agreements, or protect rights and safety.
• Business transfers: information may be disclosed to advisers, potential buyers, investors or successors in connection with a financing, merger, restructuring, sale or transfer, subject to appropriate confidentiality measures.
• At your direction or with consent: we may share information when you ask us to, connect an external service or otherwise provide valid consent.
• Aggregated information: we may use and share statistics or information that has been aggregated or anonymised so that it no longer reasonably identifies you.

6. Cross-Border Data Transfers

Pro92 is based in Pakistan, but some hosting, analytics, communications, app-distribution, payment or support providers may process information in other countries. Those countries may have privacy laws different from the laws where you live.

Where applicable law requires it, we use reasonable contractual, organisational or technical safeguards for international transfers and require service providers to protect information consistently with their obligations to Pro92. Contact us if you would like more information about a material transfer involving your data.

7. Your Rights and Choices

Subject to applicable law and appropriate identity verification, you may ask to:

• access or receive a copy of personal information we hold about you;
• correct or update inaccurate or incomplete information;
• delete your account or specified personal information;
• withdraw consent where processing depends on consent;
• object to or request restriction of certain processing; or
• request review of an account or verification decision.

You can update certain information in your account, control location and push-notification permissions in your device settings, unsubscribe using a link in a marketing email, or contact us to opt out of marketing calls or messages. Browser settings can be used to manage cookies and local storage.

You may request account deletion through the app where available, through our account deletion page, or by contacting us. We may ask you to verify your identity. We may delay deletion of particular information where an unresolved payment, complaint, fraud review or legal obligation requires retention.

These rights may be limited where an exception applies, including where information is needed to protect another person's rights, comply with law, prevent fraud, maintain security or establish or defend legal claims. You may also have the right to complain to a competent authority under applicable law.

8. How Long We Keep Information

We keep personal information only for as long as reasonably necessary for the purposes described in this Policy. In deciding the retention period, we consider whether your account remains active, the type and sensitivity of the information, membership and transaction requirements, fraud and safety risks, limitation periods, and legal, tax, accounting and regulatory obligations.

• Account and profile information is generally retained while your account is active and for a reasonable period after deletion to complete the request and maintain secure backups.
• Public Professional profile content is removed from public display when the profile or account is deleted, subject to technical processing time and lawful retention.
• Membership, payment and business records are retained for the period required for accounting, tax, audit, refund and dispute purposes.
• Verification, complaint, security and fraud-prevention records may be retained after account deletion where needed to protect Users, prevent repeat abuse, resolve disputes or comply with law.
• When information is no longer required, we take reasonable steps to delete, de-identify or securely dispose of it.

9. How We Protect Information

We use reasonable technical, organisational and administrative safeguards designed to protect personal information from unauthorised access, loss, misuse, alteration or disclosure. Measures may include access controls, authentication, encrypted transmission where appropriate, restricted verification-document access, backups, monitoring and service-provider controls.

No internet transmission, storage system or security measure is completely secure. You are responsible for keeping your device, password and authentication codes confidential and for notifying us promptly if you suspect unauthorised account access.

10. Children

The Platform is intended for people who are at least 18 years old and is not directed to children. We do not knowingly allow a child to create an account or knowingly collect a child's personal information through the Platform. If you believe a child has provided us with personal information, contact us so that we can investigate and take appropriate action.

11. General Disclosures

Support communications

Calls or messages with Pro92 support may be monitored, retained or reviewed for support, quality, training, fraud prevention and safety where permitted by law. We will provide any notice required for call recording.

Do Not Track

Some browsers send "Do Not Track" signals. Because there is no universally accepted technical standard for these signals, our website may not respond to them. You can still manage cookies and permissions through your browser and device settings.

Third-party collection

Mobile operating systems, app stores, networks, device manufacturers, browsers, payment providers, linked social platforms and external websites may collect information under their own policies. Pro92 does not control their independent processing. Review the privacy information of a third party before using its service or following an external link.

12. Changes to This Policy

We may update this Policy to reflect changes in law, technology, the Platform or our practices. We will post the updated Policy and revise the "Last updated" date above. Where required by law or appropriate for a material change, we will provide an additional notice through the Platform or your registered contact details.

13. Contact Us

Contact us with privacy questions or requests. We will respond in accordance with applicable law and may first ask for information needed to verify your identity and account.