Legal
MatchNBook Privacy Policy
Last updated: October 28, 2026
This Privacy Policy explains how MatchNBook Inc. collects, uses, discloses, and protects personal information when you use the MatchNBook marketplace. It is incorporated by reference into the MatchNBook Expert Terms & Conditions.
1. Scope
This Policy applies to personal information MatchNBook collects through the MatchNBook mobile apps (Customer app and Expert app), our website, and any related services. It applies to Customers, Experts, and, where relevant, workers assigned by a company-type Expert.
2.1 Account and Profile Information
We collect your name, phone number, and email address; your profile photo; and address and service-location information necessary to arrange and perform Services — for example, your address so an Expert can be directed to the job site. Company-type Experts also provide a business name and business number.
2.2 Identity and Verification Documents
For Experts, this includes government-issued photo identification (front and back), a selfie used to match against your government ID, professional licences, certifications, permits, registrations, and insurance documents required for certain Service categories, and background check results, obtained either through our third-party background check provider or uploaded by you as proof of an existing check. Certain information we collect — including government identification, selfie/verification photos, background-check information, precise location information, and information contained in professional credentials — is highly sensitive and may receive enhanced protection under applicable privacy laws. We apply safeguards appropriate to the nature and sensitivity of such information and obtain express consent where required by applicable law for its collection, use, or disclosure.
2.3 Payment Information
Payment method details are collected and stored directly by our third-party payment processor (Stripe) — MatchNBook does not store your full card number. We do retain transaction history, amounts charged, refunds, and payout records.
2.4 Location Information
Geocoded coordinates derived from addresses or service-location information you provide, where necessary to operate the platform and facilitate Services. Device location, where you have granted the app permission, is used while the app is open to show distance to nearby Experts or tasks and to fill in addresses. For Experts: while you are Online and sharing your live location, we collect your device's precise location, including in the background when the app is closed or your phone is locked. We share it with Customers so they can see how far away you are, and use it to measure distances to tasks. A notification is shown on your phone while this is on, and sharing stops when you go Offline. We ask for your agreement in the app before requesting this permission, and you can turn location off at any time in your phone settings.
2.5 Communications and Content
Messages exchanged between Customers and Experts through in-app chat; reviews, ratings, and comments you submit or receive; photos attached to a task; and customer support communications.
2.7 Acceptance Records
Records of your acceptance of the Terms & Conditions, category-specific legal notices, hire acknowledgements, and schedule acknowledgements, including the version accepted, a hash of the content shown, and the date and time of acceptance.
3. How We Use Personal Information
We use personal information to create and manage your account; operate the marketplace, including matching Customers with Experts and facilitating bookings, communication, and payment; verify identity and, where a Service category or MatchNBook policy requires it, collect and review licences, certifications, permits, registrations, insurance documents, and other credentials relevant to an Expert's eligibility to offer or perform the Service; conduct or process background checks for categories that require them; process payments and payouts through our third-party payment processor; send transactional notifications and, where you have opted in, marketing communications; investigate disputes, complaints, fraud, and violations of our Terms; maintain records of Terms and notice acceptances as evidence of consent; comply with legal obligations, including tax reporting and responding to lawful requests from authorities; prevent, detect, and investigate fraud, abuse, unauthorized activity, security incidents, payment disputes, chargebacks, and other misuse of the platform; and improve and troubleshoot the platform.
5. Data Retention
MatchNBook retains personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected, operate the platform, resolve disputes, prevent fraud and abuse, comply with legal, tax, accounting, regulatory, and payment obligations, and establish, exercise, or defend legal claims. Different categories of information may be retained for different periods — for example, identity verification and background check documents may be retained for the period required by applicable law. When personal information is no longer required, we securely delete, destroy, or anonymize it. Experts are separately required, under the Expert Terms, to securely delete or dispose of any Customer information they access once it is no longer necessary for the applicable Service, subject to the same retention exceptions described here.
5.1 Customer Information Received by Experts
Experts may receive personal information about Customers that is reasonably necessary to arrange or perform a Service, such as a name, service address, contact information, task details, photographs, messages, or access instructions. Experts may use this information only for purposes reasonably necessary to communicate with the Customer, arrange, perform, document, or complete the applicable Service, respond to legitimate MatchNBook support or dispute matters, or comply with legal obligations. Experts must not sell, disclose, copy, retain, reuse, or otherwise process Customer personal information for unrelated purposes without the Customer's consent or as permitted or required by law. Experts must take reasonable measures to protect Customer information from unauthorized access, disclosure, loss, or misuse and must securely delete or dispose of it when it is no longer necessary, subject to applicable legal, tax, insurance, dispute, or other lawful retention requirements.
6. Your Rights and Choices
Depending on applicable law, you may have the right to access the personal information we hold about you; correct inaccurate or outdated information (most profile information can be corrected directly in the app); withdraw consent for optional uses of your information, such as marketing communications; delete your account directly in the app (Settings → Delete Account) or request deletion of your account and associated personal information, subject to our legal retention obligations for purposes such as fraud prevention, security, payment disputes, legal claims, and tax or accounting requirements; and file a complaint with the Office of the Privacy Commissioner of Canada or another privacy regulator with jurisdiction over your personal information, including an applicable provincial privacy regulator where applicable.
You can also request deletion from the web, without opening the app, at matchnbook.ca/delete-account.
We encourage you to first contact us using the information in Section 10 so we can investigate and attempt to resolve your concern directly.
7. Security
We use administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, disclosure, alteration, or destruction. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. MatchNBook maintains reasonable procedures for assessing, responding to, documenting, and addressing privacy and security incidents. Where required by applicable law, including where a breach creates a real risk of significant harm, MatchNBook will report the breach to the applicable privacy regulator and notify affected individuals as required by law. MatchNBook will maintain records of privacy breaches involving personal information for the period required by applicable law. If you believe your account has been compromised, contact us immediately.
8. International Data Transfers
Personal information may be processed or stored outside Canada, including in the United States and other jurisdictions where MatchNBook or its service providers operate. Personal information processed outside Canada may be subject to the laws of those jurisdictions, including lawful access by courts, law enforcement agencies, or governmental authorities in that jurisdiction.
9. Changes to This Policy
We may update this Policy from time to time. If changes are material, we will provide notice through the app, by email, or by another reasonable method. Where required by applicable law, we will obtain any required consent before implementing a new use or disclosure of personal information. The updated Policy will identify its effective date.
10. Contact Us
MatchNBook Inc. has designated a Privacy Officer responsible for privacy matters and compliance with applicable privacy legislation. Privacy inquiries, access requests, correction requests, and privacy complaints may be submitted to info@matchnbook.ca. If you have concerns about how MatchNBook has handled your personal information and we have not resolved your concern to your satisfaction, you may contact the Office of the Privacy Commissioner of Canada or the applicable provincial privacy regulator.
See also our Terms of Service.