Privacy Policy
We don't sell data, we don't run advertising trackers, and we don't mine your customer list. Here is exactly what we hold, why we hold it, and who else touches it.
Who is the controller
The data controller is David Cooper, a UK sole trader trading as Extero. Privacy questions and data rights requests: support@extero.app. Business ownership is also listed on our legal information page.
The short version
There are two kinds of personal data here. Yours — your name, email, business details and billing records — where we decide how it's used and are the controller. And your customers' — the names, addresses, phone numbers and job photos you put into Extero — where you decide, you are the controller, and we only act on your instructions as your processor.
1 Who is responsible for what
We are the controller for the data about you as our customer: your account, your business profile, your subscription and billing history, your support emails, and technical records of how the app is used.
You are the controller for the personal data you enter about the people you clean for. We are your processor for that data: we store it, move it where you tell us to, and delete it when you tell us to. We do not decide what you collect, we don't use it for our own purposes, and we never sell it or share it with other Extero users.
That split matters in practice. If one of your customers asks to see or delete what's held about them, the request is yours to answer — and we'll help you do it.
2 What we collect about you
When you create an account
- Your email address and a password, stored only as a secure hash — we never see or store the password itself.
- Your business name, and later whatever you add to your business profile: trading name, phone number, address, logo, bank details for invoices.
- If you sign in with Apple or Google, the identifier and basic profile they pass us. We don't get your password.
When you subscribe
- Subscription status, plan, renewal dates and payment history. Card details go straight to Stripe and are never stored on our systems.
While you use the app
- Technical records needed to run and secure a service: IP address, device and browser type, app version, timestamps, and error logs.
- If you allow it, your device location while you use maps, weather, or fill in a risk assessment. We ask only while you are using the app — we do not track you in the background.
- Records of messages and emails sent through Extero — recipient, time, delivery status and content — so you have a history and so billing for message credits is accurate.
- Push notification tokens, if you allow notifications on a mobile device.
When you contact us
- Your emails to support and our replies, kept so we have the history when you write again.
We do not run advertising pixels, behavioural profiling or third-party ad trackers across our site or app. Our marketing pages (extero.app) may record a basic visit log for our own operations — page path, approximate time, IP address, browser/device type, and referrer — so we can understand traffic to the product site. This is not sold or used for advertising.
3 Data you enter about your customers
Depending on how you work, this typically includes names, addresses, phone numbers, email addresses, notes, job and cleaning history, prices and amounts owed, before and after photos, Direct Debit mandate references, and any leads you receive.
You are responsible for having a lawful basis to hold it, for telling your customers what you do with it, and for keeping it accurate. Please don't put anything in Extero that you don't need — particularly special category data such as health information. The notes field is not the place for it.
If you connect Facebook Lead Ads on the Growth plan, the contact details people submit in your lead form arrive in your leads inbox. Those people gave that information to you, and it is yours to handle accordingly.
4 Why we use it, and our lawful bases
5 Who else processes it
We use specialist companies to host the app, send messages, take payments and store files. Each is only allowed to use the data for that job. The names below are the ones you connect yourself or see in the product. Everything else is a category — email support@extero.app if you need the current list for a data request.
We will also disclose data where the law requires it — a valid court order or regulatory demand — and, if the business is ever sold or reorganised, to the buyer under equivalent obligations. We'll tell you if that happens.
6 Where data goes
We aim to keep data in the UK and the European Economic Area. Some of the providers above are based in, or have operations in, the United States and elsewhere, so some data is transferred outside the UK.
Where that happens we rely on the safeguards UK and EU law provides — the UK's International Data Transfer Agreement or Addendum, the EU Standard Contractual Clauses, or an adequacy decision covering the provider. You can ask us which applies to a particular provider.
7 How to delete your account
You can delete your Extero account in the app. This is the same control Apple requires for App Store listings, and it works on iPhone, Android and the office computer.
- Sign in as the business owner or admin. Staff cannot delete the business.
- Open Settings → Account.
- Under Data & Privacy, tap Delete account.
- Confirm twice, type the exact business name, type DELETE, and enter your password (or confirm with this signed-in session if you use Apple or Google).
That removes the workspace straight away: customers, jobs, invoices, quotes, photos, messages held in Extero, team logins, and the account itself. We also cancel the Extero subscription with Stripe where one exists.
Direct Debit mandates stay on your GoCardless account, because you are the creditor — disconnect Extero does not close your GoCardless account. Card details were never stored with us.
Deletion is not available on the shared App Review / demo workspaces. Create your own account and use the same screen, or email support@extero.app and we will delete it for you.
8 How long we keep it
- Your account and business data: for as long as the account is open.
- After you delete the account: workspace data is removed immediately. We do not keep a copy to restore later.
- Billing and tax records: six years, because UK tax law requires it (invoice references and payment history with Stripe, not your customer list).
- Trials that never became subscriptions: deleted after a period of inactivity.
- Message and email delivery logs: kept for a limited period for dispute resolution and credit accuracy, then deleted.
- Security and audit logs: kept for a limited period, then deleted or aggregated.
- Your customers' data: for as long as you keep it. Delete a customer in the app and it goes; there is no shadow copy we keep for ourselves. Deleting the whole account removes that data too.
9 How we protect it
- Everything travels over encrypted connections (TLS), and data is encrypted at rest by our hosting provider.
- Each business sits in its own workspace, enforced at the database level with row level security, so one account cannot read another's data.
- Passwords are stored as salted hashes. Sign-up, sign-in and password reset are protected by a bot check.
- Team permissions let you hide prices, round values and financials from staff who don't need them.
- Access to production systems is limited to those who need it for support or operations.
No system is perfectly secure. If a breach ever affects your data we will tell you and, where required, the ICO — within 72 hours of becoming aware of it.
10 Cookies and local storage
We use only what the service needs to work, which is why you don't get a cookie banner asking to track you:
- Your session — stored in your browser so you stay signed in, or in secure device storage on mobile.
- Your preferences — such as the theme you picked.
- The bot check — a short check on sign-up and password reset to confirm you're a person.
Clearing your browser storage signs you out. There are no advertising or cross-site tracking cookies to opt out of.
11 Your rights
Under UK and EU data protection law you can ask us to:
- tell you what personal data we hold about you, and give you a copy;
- correct anything inaccurate;
- delete your data, where we don't have to keep it — including by deleting the account in Settings → Account, as described above;
- restrict or object to a particular use, including any use based on legitimate interests;
- give you your data in a portable format, or send it to someone else;
- stop sending you marketing, at any time.
Email support@extero.app and we'll respond within one month. There's no charge unless a request is excessive or repetitive.
If one of your cleaning customers contacts us directly, we'll point them to you, because you're the controller of that data — and then help you deal with it.
If you're unhappy with how we've handled your data you can complain to the Information Commissioner's Office at ico.org.uk, or on 0303 123 1113. We'd appreciate the chance to put it right first.
12 Children
Extero is a tool for running a business and isn't intended for anyone under 18. We don't knowingly collect data from children. If you believe a child's data has ended up with us, tell us and we'll remove it.
13 Changes and contact
We'll update this policy as the product changes or we add a provider. The date at the top always reflects the current version, and if a change materially affects how we use your data we'll email you before it takes effect.
Questions, requests, or something here that doesn't match what you've experienced — email support@extero.app. Our Terms of Service sit alongside this policy.