Privacy Policy

1. About This Policy

This Customer Privacy Policy explains how GlowHaat collects, uses, stores, shares and protects personal data when you use the GlowHaat customer app, customer-facing website, booking and payment features, customer support, reviews, rewards and related services.

GlowHaat is a sole proprietorship registered in Bangladesh. For personal data that GlowHaat determines how and why to process, GlowHaat acts as the data fiduciary. Marketplace vendors and other recipients may have separate responsibilities when they process data for their own lawful purposes.

The registration checkbox confirms that you have read this Policy. It is not blanket consent for optional activities. Where a separate permission, consent or customer choice is required, GlowHaat will provide a separate notice or control.

2. Personal Data We Collect

Depending on the features you use, GlowHaat may collect the following categories of personal data:

• Account data: full name, mobile number, email address, profile-photo thumbnail, login identifiers, language and preferences.
• Booking data: selected service, vendor or professional, appointment date and time, service location, booking status, instructions, rescheduling, cancellation, attendance and completion records.
• Payment and transaction data: payment route, amount, status, transaction reference, refunds, reversals, chargebacks, masked payment details and a secure token for a payment method you choose to save.
• Location data: precise device location used for nearby-provider discovery, manually selected area, and an exact address or related location data for a home-service booking.
• Communications: in-app chat, support tickets, emails, call metadata, complaints, screenshots and other evidence you submit.
• Public content: ratings, reviews, attached media, full name and profile photo displayed with a published review.
• Rewards and promotions: reward points, tier, offer or discount use, referrals and marketing preferences.
• Technical data: IP address, device type, operating system, app version, logs, security events, feature usage, diagnostics and crash information.
• Reliability data: booking completion, attendance, customer-responsible cancellations, no-shows, punctuality, corrections and approved exceptions.

Please do not place passwords, OTPs, payment PINs, complete payment credentials, unnecessary medical information or another person’s confidential data in booking notes, reviews or chats.

3. How We Collect Data

GlowHaat collects data directly from you, automatically from your device when you use relevant features, from vendors or professionals involved in a booking, from payment and technology service providers, and from customer-support or safety processes.

When you provide personal data about another person, you confirm that you have appropriate permission or lawful authority and will provide only the minimum data reasonably needed for the service.

4. Why We Use Personal Data

GlowHaat uses personal data to:

• Create, authenticate and protect customer accounts.
• Show relevant providers, services, prices, availability and search results.
• Create, confirm, manage and complete bookings and rebookings.
• Process payments, saved payment tokens, rewards, refunds and transaction reconciliation.
• Coordinate service delivery, home-service dispatch, arrival verification, check-in and check-out.
• Provide in-app communication, masked calling and customer support.
• Publish and moderate customer reviews.
• Prevent fraud, abuse, unauthorized access and safety incidents.
• Operate the Customer Reliability Score and any automated advance-payment requirement.
• Improve the app, measure service demand and produce aggregated business analytics.
• Send essential service communications and, where permitted, promotional offers.
• Comply with legal obligations and establish, exercise or defend legal claims.

5. Legal Bases

Depending on the activity and applicable Bangladesh law, GlowHaat processes personal data because it is necessary to provide a requested service or perform an agreement, because you have given consent or made an active choice, because GlowHaat must comply with a legal obligation, or because a legitimate interest is necessary, proportionate and consistent with your rights.

You may withdraw consent or object to eligible processing. This will not affect processing already carried out lawfully and may prevent a feature that depends on the relevant data from working.

6. Location Data

6.1 Nearby-provider discovery

GlowHaat requests location permission only when you first use location-based provider discovery. If permission is denied or withdrawn, you may manually select an area. GlowHaat may remind you about location access when you use the discovery feature again, subject to your device settings.

Precise location is processed only while reasonably necessary to provide nearby results. It is then deleted or converted into aggregated or anonymized statistics that cannot reasonably identify you. GlowHaat does not retain precise discovery coordinates merely because they may be useful later.

6.2 Location-relevant offers

Location-relevant promotional offers may be enabled by default. GlowHaat may use the area you currently or manually select to show relevant offers during your use of the app. GlowHaat does not retain a customer-linked location profile solely for marketing. You can disable location-relevant offers immediately in Notification and Marketing Settings without losing provider discovery or other unrelated features.

6.3 Home-service location

When you make a home-service booking, GlowHaat processes the exact service address and related location information for booking delivery, dispatch, navigation, arrival verification, safety, support, complaint handling, fraud prevention and legal compliance.

The exact address becomes available after booking confirmation to relevant authorized vendor staff and the assigned professional. Access must be limited to booking-related purposes and may be restricted when no longer needed. The address must not be used for unrelated marketing, personal contact or off-platform solicitation.

7. Payments and Saved Payment Methods

Complete payment credentials are collected and stored by the relevant payment service provider. GlowHaat does not store complete card numbers, CVV or CVC codes, payment PINs, payment OTPs or complete mobile-financial-service credentials.

GlowHaat may receive a secure payment token, masked payment details, payment-method type, transaction reference, amount, date, status and refund or reversal information.

GlowHaat will save a payment method only when you actively select “Save this payment method.” When you remove it, GlowHaat will promptly disable the token and delete or revoke it as soon as technically processed. Previous transaction records may remain for lawful accounting, audit, fraud-prevention and dispute purposes.

8. Information Shared for a Confirmed Booking

After booking confirmation, GlowHaat may share the following information with the relevant vendor, relevant authorized vendor staff and the assigned professional:

• Your full name and profile-photo thumbnail.
• Booking reference, selected service, date, time, service location, instructions and payment status or route.
• The exact home-service address, where applicable.
• Access to booking-related in-app chat and masked calling.

Your actual phone number will not normally be disclosed. Vendors and professionals must use customer data only for the booking, support, safety, dispute handling, legal obligations or another properly disclosed lawful purpose. They are not authorized to use it for unrelated marketing or off-platform solicitation.

9. Reviews and Public Content

Before you submit a review, GlowHaat will clearly state that your full name, profile photograph, rating, review and attached media will be publicly visible. Submitting the review after that notice indicates your decision to publish that information.

Public content may be copied or shared by others outside GlowHaat’s control. Do not include contact details, addresses, payment information, identification documents, private messages, medical information or another person’s confidential data in a review.

You may request review editing or removal through available app controls or Customer Support. When your account is deleted, GlowHaat will anonymize your identity on any review that remains published. A restricted internal copy may be retained where needed for moderation, disputes, fraud prevention or legal claims.

10. Customer Reliability Score and Automated Advance Payment

GlowHaat maintains an internal Customer Reliability Score based only on eligible booking completion, attendance, customer-responsible cancellations, no-shows, cancellation timing and punctuality. It does not use spending, booking value, reward points, reward tier, location, device type, gender, discount use, social status or unrelated characteristics.

The active score uses eligible events from the preceding 12 months. Older events do not affect the current score or a new automated advance-payment requirement, although restricted audit records may be retained for up to five years where necessary for compliance, disputes, fraud prevention or legal claims.

A low score may automatically require advance payment of the ordinary booking amount. It does not add a penalty or fee and will not, by itself, cause automatic permanent exclusion.

You may request your score, classification, relevant underlying booking records, a meaningful explanation, correction of inaccurate data and human review. The advance-payment requirement normally remains active during review, but an authorized reviewer may remove it where records are inaccurate or credible evidence shows an emergency, approved exception or event outside your control.

11. Communications and Marketing

GlowHaat may send booking confirmations, reminders, payment notices, support replies, security alerts, policy notices and other essential communications. These cannot always be disabled while your account or an active booking exists.

GlowHaat may also send promotional communications where permitted by law. You may change marketing preferences in Notification and Marketing Settings. A submitted opt-out takes effect immediately for new promotional targeting, although a message already processed or delivered may remain visible.

12. Service Providers and International Processing

GlowHaat may use service providers for hosting, databases, backups, payment processing, OTP delivery, notifications, maps, communications, chat, masked calling, analytics, monitoring, cybersecurity and customer support. GlowHaat provides only the data reasonably necessary for the relevant service and requires appropriate confidentiality, security and purpose restrictions.

The countries or server regions used by service providers may change. Where personal data is stored, accessed or processed outside Bangladesh, GlowHaat will apply the safeguards, notices, consents, approvals or other steps required by applicable law.

13. Retention

GlowHaat keeps identifiable personal data only for as long as necessary for the purpose for which it was processed, unless a longer period is required by law, an active transaction, complaint, investigation, dispute, legal claim or lawful preservation request.

14. Security and Personal Data Breaches

GlowHaat uses reasonable technical and organizational safeguards designed to protect personal data, including access controls, authentication, encryption where appropriate, logging, monitoring, protected backups and role-based access. No system can be guaranteed completely secure.

If a personal data breach requires customer notification under applicable law, GlowHaat will notify affected customers within the legally required period through all reasonably available direct channels, which may include in-app notice, push notification, email, SMS, telephone or customer-support communication. GlowHaat may also notify competent authorities where required.

Keep passwords and OTPs confidential and report suspected unauthorized account activity promptly.

15. Your Rights

Subject to applicable law, identity verification and lawful limitations, you may:

• Ask whether GlowHaat processes personal data about you and request access to eligible data.
• Request a copy in a reasonably accessible or machine-readable format selected by GlowHaat according to the data and security needs.
• Request correction, completion, updating, deletion or anonymization of eligible data.
• Withdraw consent or object to eligible processing, including promotional use and automated decisions.
• Request your Customer Reliability Score, classification, underlying records and human review.
• Request account deletion.
• Complain to GlowHaat and, where entitled, to the competent Bangladesh authority.

GlowHaat may redact or withhold information where disclosure would violate another person’s rights, reveal confidential security or fraud controls, prejudice an investigation or legal claim, disclose legally privileged information, or otherwise be restricted by law.

GlowHaat will acknowledge a privacy request or complaint within three business days. For ordinary verified requests, GlowHaat aims to provide a substantive response within 30 calendar days and will comply with any shorter or different legal deadline.

GlowHaat may deliver a data copy through a secure in-app download or the verified email address associated with your account. The format and delivery method will be selected based on security, sensitivity, volume and technical feasibility.

16. Account Deletion

You may request account deletion through the app, by emailing support@glowhaat.com, or through an available Customer Support channel. GlowHaat may verify your identity before acting on the request.

After verification, GlowHaat will close or deactivate the account and delete or anonymize data that is no longer required. Limited records may remain for legal, accounting, transaction, safety, fraud-prevention, dispute, compliance or legal-claim purposes. Retained data will not be used for ordinary promotional targeting.

Account deletion may remove access to booking history, rewards, saved preferences, saved payment methods, chats and support history. It does not automatically erase data already lawfully received by an independent recipient, although GlowHaat will take legally required and technically reasonable steps regarding such data.

17. Changes to This Policy

GlowHaat may update this Policy to reflect product, operational, security, service-provider or legal changes. GlowHaat will update the “Last updated” date and notify affected customers of material changes through an appropriate channel.

Existing customers will not ordinarily be required to acknowledge the Policy again merely to continue using the app. However, a policy notice does not replace separate consent where a new or materially changed processing activity legally requires consent.

18. Contact and Governing Law

Privacy requests, complaints and questions may be sent to:

Email: support@glowhaat.com

Customer Support will coordinate privacy requests and escalate matters to authorized management where necessary. Do not send passwords, OTPs, complete payment credentials or unnecessary identity documents by email.

This Policy and GlowHaat’s processing of personal data are governed by the applicable laws of Bangladesh.