Privacy Policy

Urban Works by Raimy ("Urban Works", "we", "us") is committed to protecting your personal data under Malaysia's Personal Data Protection Act 2010 (PDPA). This policy explains what we collect, why, who we share it with, how long we keep it and the choices you have. It applies to customers and cleaners who use the Urban Works app, and to people who apply to work with us as cleaners through urbanworks.my/cleaners.

1. Personal Data We Collect

• Account details: your full name, email address and password (the password is handled by our sign-in provider and never visible to us).
• Contact details: your mobile phone number, with its country code.
• Service addresses: the addresses you save (label, unit and street, postcode, city) and, if you choose to set one, a map pin location.
• Bookings and payments: services booked, dates, times, add-ons, prices, invoices, receipts and payment or transfer references.
• Messages and feedback: in-app chat messages between you and your cleaner, ratings and reviews, and messages you send to our support team.
• If you work with us as a cleaner: your payout details (bank name, account number and holder name, or Touch 'n Go eWallet number and name), jobs accepted and completed, earnings and payouts, and reliability records such as late arrivals or cancelled jobs.
• If you apply to become a cleaner: your name, WhatsApp number, the area you live in, whether you hold a MyKad or a work permit, your cleaning experience, the days and times you can work, your transport, the languages you speak, whether you are interested in deep cleaning, who referred you and how you heard about us. We also give your application a score based on these answers to help us decide who to contact first. To stop spam, we keep a scrambled (one-way hashed) code made from your internet address for up to one day; it cannot be turned back into the address.

2. Why We Use Your Data

• To create and secure your account and let you sign in.
• To take bookings, offer jobs to cleaners and send a cleaner to your address.
• To let you and your cleaner contact each other about a booking (call or in-app chat).
• To issue invoices and receipts, take payments and pay cleaners.
• To send booking updates by in-app notice, email or WhatsApp (for example, when a cleaner accepts your booking).
• To handle complaints, claims and support requests, and to keep the service safe and reliable.
• To review cleaner applications, contact applicants on WhatsApp about their application, arrange interviews and trial jobs, and pay referral bonuses.
• To meet our legal, tax and accounting obligations in Malaysia.

We do not use your data for third-party advertising and we do not sell it.

3. Who We Share It With

• Your cleaner: before a job is accepted, cleaners only see the area (postcode and city), date, time and service. Once a cleaner accepts your booking, they receive your name, phone number and service address so they can reach you and do the job.
• Customers (for cleaners): a customer sees the name and phone number of the cleaner assigned to their booking.
• Service providers who run the app for us:
  • Google Firebase and Google Cloud (sign-in, database and server functions). Your data is stored on Google Cloud servers in Singapore.
  • Google Maps Platform (address search and the map pin).
  • Our WhatsApp messaging provider, which delivers booking notifications to your phone number.
  • Our payment provider (such as Stripe), once in-app card and FPX payments are available. We never see or store your full card number.
  These providers only process data on our instructions and to provide their service to us.
• Authorities: when required by Malaysian law, a court order or law enforcement.

Because our providers store or process data outside Malaysia (for example in Singapore), your data may be transferred outside Malaysia. We only use providers that protect personal data to a standard comparable to the PDPA.

4. How We Protect It

Data is encrypted in transit and at rest by our cloud provider. Access inside the app is restricted by role: customers only see their own bookings, cleaners only see the bookings they have accepted, and only authorised Urban Works staff can see payout details. We review these controls as the app changes.

5. How Long We Keep It

• Your account, profile and saved addresses are kept until you delete your account.
• Booking, invoice and payout records are kept for as long as Malaysian tax and accounting law requires (generally 7 years). If you delete your account, these records are kept without your name, phone number or exact address.
• Chat messages are kept while the related booking record exists.
• Cleaner applications are deleted 12 months after your last application, unless you become an Urban Works cleaner (your details then move to your cleaner account). You can ask us to delete your application sooner.

6. Your Rights and Choices

• Access and correction: you can view and update your name, phone number and addresses in the app (Profile > Edit Profile).
• Delete your account: you can delete your account at any time in the app (Profile > Edit Profile > Delete my account). This removes your sign-in, profile and saved addresses, and for cleaners, your payout details. Records we must keep by law are kept without your personal details, as described above. If you have an upcoming booking or, as a cleaner, an unpaid payout, the app will ask you to settle it first.
• Withdraw consent / limit processing: you can contact us to withdraw consent or ask us to limit how we use your data. We may not be able to provide the service without the data we need to run a booking.
• Request a copy: you can ask us for a copy of the personal data we hold about you.
• Applicants: to correct, withdraw or delete your cleaner application, email support@urbanworks.my or reply to our WhatsApp message. Applying again with the same WhatsApp number updates your existing application.

7. Children

The Urban Works app and cleaner applications are meant for people aged 18 and over. We do not knowingly collect data from children.

8. Changes to This Policy

We may update this policy as the service changes. We will show the new date at the top and, for important changes, let you know in the app.

9. Contact Us

For questions, requests or complaints about your personal data, contact: