Privacy Policy

Information we collect

• Account, login, and device information. Customer, provider, and admin account records may include name, email address, phone number, password hash, role, account identifiers, session and token metadata, account status, an app-installation identifier, push-notification registration data, IP address, and browser or device user-agent information. Emergi stores a one-way digest rather than the raw native push token in its application database.
• Profile information. Customers may provide name, phone number, address details, vehicles, and avatar images. Providers may provide display name, service coverage, presence status, and profile imagery.
• Service request information. When a customer creates a request, the platform may store service code, issue code, pickup location, request notes, request status, matched provider state, ETA, and request event history.
• Location and live operations data. Depending on the permission and location method a user chooses, the platform may receive an approximate or precise customer pickup location. It uses customer pickup coordinates and provider live-location updates for matching, route progress, ETA updates, live-map display, stale-request cleanup, and provider presence monitoring. In the native provider app, precise location may be collected in the background only during an accepted active job, including when the app is not visible or in use.
• Messages, communications, and notifications. The platform may store customer/provider/admin conversation content, messaging metadata, support communications, notification preferences, notification-delivery events, and related operational events. Native push registration tokens are sent to the configured push provider.
• Provider onboarding and compliance information. Provider onboarding may include uploaded compliance or identity documents, review status, and related document workflow history.
• Payment and billing data. Card details entered in Stripe's secure payment field are sent directly to Stripe. Emergi receives and may store the resulting Stripe customer and payment-method references plus limited card descriptors such as brand, last four digits, expiration, and wallet type. The platform also stores payment, purchase, invoice, refund, dispute, payout, provider-earnings, ledger, webhook-event, and billing-policy records needed to authorize, capture, refund, dispute, pay, or reconcile platform transactions.
• Photos, documents, ratings, and dispute submissions. Users may choose or be required by a provider workflow to submit profile images, service or compliance documents, request evidence, provider ratings, tags, comments, and completion-dispute reports.
• Operational, interaction, diagnostic, and security data. The platform may generate request and job lifecycle events, feature and account actions, audit logs, client error reports, system error records, metrics, webhook records, and monitoring data used to operate the service, diagnose failures, prevent fraud, and protect accounts.

Provider background location

Provider background location is core to showing the assigned customer route progress and updated arrival information. The native app asks for foreground access first and shows an in-app explanation before requesting background access. Collection starts only for a provider whose job is accepted and in an active state, such as matched, on the way, arrived, or in progress. The device displays the operating system location indicator or an Android foreground-service notification while this sharing is active.

Background sharing stops when the job ends, becomes inactive, is rejected by the server, or the provider successfully signs out after active-job duties are complete. Precise provider coordinates are shared with the assigned customer and authorized platform operations or infrastructure providers as needed to run and protect the service. Emergi does not use precise job-location data for advertising.

How we use information

• Authenticate accounts and maintain sessions for customers, providers, and administrators.
• Create, resume, track, match, reassign, cancel, and complete service requests.
• Show live request state, ETA, provider progress, and relevant request history in the customer and provider experience.
• Support provider onboarding, document review, approval, and operational eligibility.
• Enable in-app messaging and communication status tracking.
• Process charges, refunds, payouts, payment events, disputes, and operational billing review.
• Record ratings, reviews, completion issues, and customer-support context.
• Detect abuse, fraud, duplicate activity, stale requests, policy violations, and operational anomalies.
• Generate logs, metrics, health signals, and system alerts for platform reliability and incident response.

How information is shared

Emergi shares information only to the extent needed to operate the service. For example, a matched provider may receive the customer request details needed to perform the job, and a customer may receive provider identity, ETA, and request-progress information relevant to that job. The platform may also share necessary data with payment processors, communications vendors, storage and infrastructure providers, analytics or monitoring services, and legal authorities where required.

Retention

Information is kept only as long as reasonably necessary to provide the service, resolve disputes, operate billing and payout flows, investigate fraud or safety issues, preserve required audit records, satisfy accounting needs, and comply with legal obligations. Retention may differ by record type and legal requirement.

Customer account deletion

Customers can open Delete your account from Settings in the app or use that same public web page. The customer must be signed in and complete the displayed verification step. To avoid interrupting dispatch, deletion is blocked while a roadside request is searching, offered, matched, en route, arrived, or in progress.

When verified deletion completes, Emergi removes the customer account credentials, active sessions, profile, preferences, saved vehicles, ratings, customer assistant history, ordinary conversation content, reusable payment-method references, and precise customer pickup and destination coordinates from retained completed-request records. When present, the linked Supabase sign-in identity, stored customer avatar, and Stripe Customer record are also deleted. If an external service is temporarily unavailable, that external cleanup is durably queued for automatic retry while the deleted account remains unable to sign in.

Emergi may retain redacted transaction amounts and payment-processor references; request status, timestamps, and provider-service facts; safety, evidence, dispute, refund, and chargeback records; and pseudonymous fraud-prevention restrictions or legally required audit events. These records are retained only for applicable accounting, legal, dispute, fraud-prevention, safety, or security purposes and are no longer available as a customer account. Payment processors and other service providers may separately retain records when required by law or their own legal obligations.

Provider account deletion

Providers can open Delete provider account from the app or use that same public entry page and sign in to verify ownership. A deletion request cannot be submitted during an active roadside job. The request remains visible and cancellable in the provider app while it is pending, and Emergi normally completes processing within 30 days. Emergi sends an email receipt and emails the provider again when processing is complete or if more information is required.

When provider deletion is completed, Emergi removes provider sign-in access, active sessions, reusable device and push access, profile and contact information, stored compliance documents, live-location data, and other provider records that are no longer required. Payment, payout, tax, completed-service, safety, evidence, dispute, fraud-prevention, and audit records may be retained when required for accounting, legal, contractual, safety, security, or dispute obligations. Payment processors, identity services, and other service providers may separately retain records when required by law or their own legal obligations.

Security and monitoring

Emergi uses application logging, health checks, metrics, and error monitoring to operate the platform and investigate failures. Uploaded files, account activity, and request events may be stored in the systems used to run and secure the service.

Your choices

Customers and providers may download a copy of their account data from Settings. Customers may permanently delete an account through the verified customer deletion page, and providers may start deletion through the verified provider deletion page. You may request access or correction through Support. If you cannot sign in or a deletion flow cannot complete, email support@emergi.app for help.

Privacy contact

Emergi is the app and service described by this policy. For privacy questions, access or correction requests, or account-deletion help, contact support@emergi.app. The legal publisher name shown in the app stores must be reviewed against this policy before submission so users can identify the responsible developer without ambiguity.