Privacy Policy

This Privacy Policy explains how 11END LIMITED ("11END", "we", "us") collects, uses, shares and protects personal information when you use the 11END website at 11end.com and the 11END mobile apps for Android and iOS (together, the "Service"). 11END is a marketplace that connects Customers with independent service Providers for real-world services, supported by a network of Provider Managers and 11END staff.

We process personal information in line with the Nigeria Data Protection Act 2023 (NDPA) and other laws that apply to us. 11END LIMITED is the data controller for the information described here.

1. Who this policy covers

Customers: people who book services.
Providers: service professionals registered by an 11END Provider Manager.
Managers: Regional, State and area Provider Managers (RPM, SPM, PM).
Staff: 11END employees and officers, including Legal staff.
Visitors: anyone who browses 11end.com or contacts us.

2. Information we collect

Account and contact details

Full name, phone number and, where given, email address.
Usernames and passwords for Providers, managers and staff. Passwords are stored only in hashed form by our authentication service, and we cannot read them.
Records of when your phone number or email was verified. One-time codes are stored only as a secure hash.

Location

Customers: your device's GPS location, if you allow it, to show your area, find nearby Providers and set a booking address. You can also choose or type an address instead.
Providers: your device's GPS location while you use the Service and are available or on a job. It is used to match you with nearby jobs and to show the Customer live tracking during an accepted job.
We keep the latest location reported by your device and the addresses attached to bookings. To show a readable place name, GPS coordinates may be sent to a map lookup service (see section 5).
Providers also have a registered home location (State, LGA, area), which is kept separately from their live location.

Identity and verification (Providers, managers, staff)

The ID type you select (for example NIN slip, international passport, voter's card or driver's licence), its number, and uploaded document images and photos.
Other onboarding documents requested by 11END, and authorized approval or rejection records.
Acceptance records for the 11END rules and agreements, including the date and version accepted.
For staff: employment details such as job title, salary and appointment letters.

Bookings and communication

Service requests, descriptions, photos and videos you attach, the booking address and times, price offers and agreed prices, status history, cancellations (with reason and who cancelled), disputes, ratings and reviews.
Chat messages between a Customer and Provider after a job is accepted.
In-app call records (who called, when and the call status). Call audio is sent directly between devices or through a relay server, and 11END does not record calls.
Reports you send to 11END and messages from 11END to you.

Payments and wallets

Payment amounts, references, status, receipts, wallet balances and ledger entries, commissions and withdrawals.
Providers, managers and staff: the bank name, account number and account name used for payouts.
Card details are entered on Paystack's secure checkout. 11END does not receive or store full card numbers or CVV codes.

Device and technical information

Notification tokens for your browser or phone, if you turn on alerts.
Basic technical data such as IP address, used to limit code requests and prevent abuse, plus error and performance logs.
Small amounts of data stored on your device to keep you signed in and remember preferences. We do not use advertising cookies or sell data to advertisers.

3. Why we use your information

To provide the Service: create and secure accounts, match bookings with nearby available Providers, enable chat, calls, tracking, payments, receipts and reviews. Basis: performing our contract with you.
To verify and protect: confirm phone numbers and emails, verify the identity of Providers and managers, prevent fraud, duplicate accounts and misuse, and keep audit records. Basis: legitimate interests and legal obligations.
To handle money correctly: process payments, split commissions, pay out earnings, recover amounts owed and keep financial records. Basis: contract and legal obligations.
To communicate: send verification codes, booking and job alerts, account and appointment emails, and support replies. Basis: contract and legitimate interests.
To operate and improve: monitor reliability, fix errors and produce reports about coverage and performance. Basis: legitimate interests.
Location access and notifications are based on your consent through your device permission. You can withdraw it at any time in your device settings, though matching and tracking may then not work.

4. What other users can see

Customers see a Provider's name, photo, service, ratings and reviews and, during an accepted job, the Provider's live location.
Providers see the Customer's name, the service request (including attached photos and videos) and the booking location for jobs offered to or accepted by them.
Phone numbers are not shown openly between Customers and Providers. Contact is made through in-app chat and calls.
Managers see records of the Providers and managers within their assigned area. They do not have access to Customer records. Authorized personnel access data only as their role permits.

We do not sell personal information. We share it only as needed to run the Service, with these service providers acting on our instructions:

Lovable Cloud and its hosting and database partners: website hosting, database, authentication and file storage.
Paystack: card and bank transfer payments, payment splits and payouts to bank accounts.
Termii: sending SMS (and, when enabled, WhatsApp) verification codes to your phone number.
Resend: sending emails such as verification codes, activation links and appointment letters.
Dojah: authorized identity number checks on Provider or manager identity details.
Google Firebase Cloud Messaging and Apple Push Notification service: delivering alerts to the mobile apps, and browser push services for web alerts.
BigDataCloud: turning GPS coordinates into a readable place name. OpenStreetMap: displaying maps.
Call relay servers: carrying in-app call audio when a direct connection between devices is not possible.

We may also disclose information when required by law, a court or a regulator, to protect people's safety, or to investigate fraud or disputes. If 11END is reorganised or sold, information may transfer to the successor under this policy. Some of these providers may process data outside Nigeria. Where that happens, we rely on the safeguards allowed by the NDPA.

6. How long we keep information

Verification codes expire after 10 minutes and cannot be reused.
Account details are kept while your account is active.
Live location: only the latest reported location is kept on your account. It is replaced as you move and removed when the account is deleted. Booking addresses stay with the booking record.
Booking, payment, wallet, commission and audit records are kept after a job ends and after account deletion, for the periods required by applicable tax, accounting, financial and other laws and regulations, and as needed for fraud prevention, dispute resolution and legal claims. We do not set a single fixed period, because the required period depends on the type of record and the law that applies to it. When a record is no longer needed for these purposes, it is deleted or kept only in de-identified form.
Identity and onboarding documents are kept while the Provider, manager or staff relationship lasts, and afterwards as needed for legal and audit purposes.
Notification tokens are removed when you turn alerts off, sign out of that device, when the token stops working, or when your account is deleted.

7. Deleting your account

Customers and Providers can delete their account in the app or on the website under Account → Delete my account. Full instructions, including how to ask without the app, are on our account deletion page.

In the app or website: once you confirm, deletion runs straight away. Sign-in is removed and your name, phone number, email, live location and alert registrations are removed from your profile.
Before you can delete: active jobs must be finished or cancelled. Providers must first withdraw earnings or clear amounts owed. Any Customer wallet balance is given up on deletion after you confirm.
By email request: if you cannot use the app, email admin@11end.com from your registered contact. We will confirm your identity and then process the request as quickly as we reasonably can and within any period the law requires.
What is kept: past booking, payment, wallet and audit records are kept in de-identified form for the legal and regulatory periods described in section 6. Provider and manager identity documents may also be kept where the law or an open dispute requires it.
Managers and staff can ask for their account to be closed by emailing us.

8. Your rights

Under the NDPA you may ask to:

Get a copy of the personal information we hold about you.
Correct inaccurate information. Many details can be changed in My details.
Delete your information, subject to the records we must keep.
Restrict or object to certain processing, or withdraw consent, such as location or notifications.
Receive your information in a portable format where applicable.
Complain to the Nigeria Data Protection Commission (NDPC) if you are not satisfied with our response.

Email admin@11end.com. We may need to confirm your identity first, and we aim to respond within the period the law requires.

9. How we protect information

All connections use encryption (HTTPS).
The database applies access rules for each role and account, so users and managers can only reach data their role permits.
Identity documents are kept in private storage. Identity numbers are shown masked.
Sensitive management actions are logged. Payment credentials and service keys are kept on our servers, never in the app.

No system is completely secure. Keep your password and verification codes private. 11END will never ask for your code by phone. If we learn of a personal data breach affecting you, we will notify you and the regulator as the law requires.

10. Age requirements and children

Browsing: anyone may browse the public services on 11end.com without an account. We do not collect personal information from visitors who do not sign up, apart from the basic technical data described in section 2.
Customer accounts: the Service is intended for adults. A person under 18 should only create an account or book a service with the knowledge and consent of a parent or guardian, who is responsible for the bookings made.
Providers, managers and staff must be 18 or older. Providers confirm their age when they activate their account.
Children's information: under the Nigeria Data Protection Act 2023, a child's personal information may only be processed with the consent of a parent or guardian. If a parent or guardian believes their child has used the Service without consent, they can email admin@11end.com and we will close the account and delete the information, subject to records the law requires us to keep.
11END is not designed for or directed at children, and we do not knowingly target children with any marketing.

11. Changes to this policy

We may update this policy as the Service changes. The date at the top shows the latest version. Where changes are significant, we will tell you in the app or by email.

12. Contact us

11END LIMITED
Privacy contact: admin@11end.com
General support: contact@11end.com · WhatsApp +234 916 607 7650