Privacy Policy

1. Who we are

OnMyWay is a tool for service providers — plumbers, electricians, cleaners, handymen and other trades — to send clients live ETA updates and request Google reviews. For the purposes of data protection law, OnMyWay is the data controller for your account data and our websites. For the details of your clients that you enter into the app, you are the controller and we act as your processor.

You can contact us about anything in this policy at support@sendonmyway.com.

2. What we collect, and why

You don't have to give us any of this, but without your account details we can't run OnMyWay for you.

Your account

Your email address and password (stored only as a hash by our sign-in provider), your name, your business name, your mobile number, your service category, the country you work in and your time zone. We need these to run your account, to sign your messages to clients and to show times the way you read them. Your email is used for sign-in, password resets and messages about the service itself. We don't send marketing emails; if that ever changes you will be asked first, and every such email will carry an unsubscribe link.

Your clients' details

When you add a job you enter your client's name, phone number and the address of the visit, sometimes a note, and you confirm that the client has agreed to receive messages from you. We store these so we can send your “on my way” update and review request, show the client their live tracking page, and keep your job history. You are responsible for having your client's permission to message them. We never use your clients' details for our own marketing.

Your client's tracking page shows your business name, your name, your Google rating, your arrival estimate and the visit address, with a button to call you. Anyone with the link can open it, so share it only with your client.

Messages

We keep a record of every message sent on your behalf — the text, the number it went to, and whether it was delivered — so you can see what your client received and we can investigate failures.

Your WhatsApp link

Messages are sent from your own WhatsApp number through a server we operate. Linking it stores the session credentials WhatsApp issues to that server, in the same way WhatsApp Web does; you can unlink at any time from Settings, and unlinking (or deleting your account) removes them. While linked, we log incoming WhatsApp calls to your number — the caller's number and name and when they called — so we can suggest them when you add a job; call records are deleted after 90 days. Your recent chats and contacts can be fetched on demand to suggest a client's name and number: they are shown to you and never stored.

Voice dictation

If you dictate a job, the recording is sent to our speech-to-text provider (listed in section 5) to be turned into the job's details. We don't keep the recording, and it isn't used to train AI models; the provider may hold it for up to 30 days to check for misuse, then deletes it. Dictation is optional: you can always type, and you review the result before anything is saved.

Your location

When you tap “On My Way” we ask your phone for its location once, at that moment, to estimate your arrival time, and we store that starting point with the job. We never track you continuously and never in the background. Your client sees your arrival estimate, never your location.

Notifications

If you turn on notifications, your browser gives us an address for that device and two keys that let only us send to it; we store those, along with the browser type, so we can notify you — for example when a client opens your ETA link, when a job is left unfinished, or if your WhatsApp link drops. The messages themselves go through your phone maker's push service (Apple, Google or Mozilla). We keep a record of what we sent you for 90 days. Turn notifications off for a device in Settings, or sign out on it, and its address is deleted.

Your Google listing

If you connect your Google Business listing we store its identifier and periodically fetch its public rating and review count from Google to show your progress. We also keep a history of those numbers for 366 days so you can see the trend.

Billing

Subscriptions are handled by Polar, our merchant of record. Your card details go directly to Polar and never reach our servers; we receive your subscription status, a customer reference, and for each payment or refund its date, amount and invoice number.

Consent records

When you accept our terms, accept the WhatsApp connection terms, or confirm that a client agreed to receive updates about a job, we keep a record of the exact wording you agreed to, the time, your IP address and a description of your device and browser. This is our evidence that the agreement was given, and it is kept for as long as you have an account.

Technical and usage information

When you sign in, our sign-in provider records your IP address and device type for security — spotting unusual sign-ins and limiting repeated failed attempts. When something goes wrong in the app, an error report (the page, the error, the steps just before it — with names, numbers and addresses scrubbed) goes to our error-monitoring service; we do not record sessions or screens. We record product events against your account — a job created, an update sent, a tracking page opened, a review link tapped — to understand what is working. During signup we record which step you reached, linked to a temporary anonymous session, and while you connect WhatsApp which step of that setup you reached, linked to your account, so we can improve both flows.

How you found us

If you say yes to analytics cookies — here or on www.sendonmyway.com — we record each visit: the address of the page you arrived on, with its campaign tags (which ad, post or link brought you), the site that sent you, whether you were on a phone, tablet or computer, and whether you were inside an app's browser, such as Instagram's. A cookie (omw_vid) recognises your browser when you come back. If you sign up, those visits are kept with your account; visits that never lead to an account are deleted after 6 months. We never share them with advertisers. Turn analytics off with Your privacy choices and the visits recorded from that browser are deleted.

Whatever you choose, when you create an account we keep the campaign tags in the address of the sign-up page you used — for example “utm_source=facebook”. Nothing is read from or stored on your device for this. If you arrive through one of our links with campaign tags, such as an ad, a post or an email, our website passes those tags on to the sign-up page, even without cookies.

After you sign up we ask how you first heard about OnMyWay. Answering is optional — if you skip it, we note that so we don't ask again — and your answer is kept with your account.

Support

If you email us we keep the correspondence for as long as we need it to help you.

3. Cookies and what we store on your device

Most of what we store is needed to keep you signed in, or is something you asked for — a card you dismissed, the appearance you chose, details you entered while signing up. None of that needs your consent, and it is listed below.

On our website and on the app's pages for providers (signing up, signing in and the app itself) we ask whether we, Google and Meta may set cookies to measure how our pages are used, how you found us and how our ads perform. They are off until you say yes, and everything works the same if you say no. One answer covers both, wherever you give it, so you are asked once. Change it any time with Your privacy choices at the bottom of Settings, the sign-in page, the sign-up page or any page of our website, or on our cookies page, which also lists what our website stores. If your browser sends a Global Privacy Control signal, advertising cookies stay off. We don't respond to the older “Do Not Track” signal.

The tracking page and review link a provider sends to their clients never ask and never set any of these, whatever anyone has chosen. (Polar's checkout and billing portal are Polar's own pages, with their own cookies and their own policy.)

You can clear all of it at any time from your browser's site-data settings; you will simply be signed out and asked your preferences again.

4. Our lawful bases

• Contract — running your account, sending the messages you ask us to send, showing tracking pages, and billing.
• Legitimate interests — keeping records of messages sent, monitoring errors, understanding how the app is used, suggesting recent callers as clients, keeping the campaign tags of the page you signed up on and your answer to how you first heard about us, and keeping the service secure. You can object to any of these (section 10).
• Consent — voice dictation (you choose to record) and your phone's location (you grant it when you tap “On My Way”). You can withdraw either at any time by not using the feature or changing your phone's permission. Also analytics and advertising cookies (section 3), and the record of how you found us that they allow (section 2), only on our website and the app's pages for providers — withdraw with “Your privacy choices”.
• Legal obligation — keeping billing and invoice records for tax purposes.
• Your clients' details — here we act for you, so the lawful basis is yours as the controller: usually that your client booked the job with you.

5. Who we share data with

We never sell your data or your clients' data. We share it only with the services that make OnMyWay work.

If you say yes to cookies (section 3), Google (Analytics and Ads) and Meta also receive how you use our website and the app's pages for providers — pages visited, your device and browser, IP address, and a few milestones: the sign-up steps you complete, your first job, your first review request and whether you subscribed. With advertising on, they use it under their own privacy policies — see how Google uses information from sites that use its services and Meta's privacy policy. We never send them your name, email or phone number, or anything about your clients.

Working for us. These services handle data only on our instructions, under a data processing agreement:

Under their own terms. These services receive data to do their own part, and handle it under their own terms and privacy policies:

We may also disclose data where the law requires it, to our professional advisers under confidentiality, and — if the business is ever sold or merged — to the new owner, who would be bound by this policy.

6. International transfers

Some of the services above process data in other countries, including the United States. Where the law requires a safeguard for this, we rely on adequacy decisions or on the standard contractual clauses in each provider's data processing agreement. Email us for a copy of the safeguards that apply.

7. How long we keep it

When you delete your account (Settings → Delete account) your profile, jobs, clients' details, message records, consent records, the record of how you found us and your WhatsApp link are deleted immediately, and backup copies are overwritten within 30 days. Billing records stay with Polar for as long as tax law requires. We keep one anonymous note that an account was deleted — when it was created and deleted, whether it had paid, and how many jobs it ran — which contains nothing that identifies you.

8. Security

Everything travels over encrypted connections and is stored encrypted at rest by our database provider. Each provider's data is isolated from every other provider's at the database level, so a bug in the app cannot show one business another's clients. Access to production systems is limited to the people who run OnMyWay, and secrets are never stored in the app's code. No system is perfectly secure; if a breach ever affected you, we would tell you and the regulator, as the law requires.

9. Clients: the messages and tracking page you receive

If a service provider sends you an “on my way” message, the provider entered your name, number and address, and confirmed you had agreed to hear from them. The provider is responsible for your details and for telling you how they use them. Their tracking page shows their business name, their name, their Google rating, their estimated arrival and the address of the visit, with a button to call them. We count that the page was opened and whether the review link was tapped, so the provider knows their message arrived. We collect nothing else from you, and we do not use the page to identify or follow you.

The provider is responsible for your details; if you would like them removed, contact the provider first — they can delete the job. If that doesn't work, email us and we will help.

(For the details a provider enters about their clients, we act for the provider under the data processing terms in our Terms of Service.)

10. Your rights

You can ask us to:

• give you a copy of the personal data we hold about you;
• correct anything that is wrong;
• delete it — you can do this yourself at any time from Settings → Delete account;
• restrict or object to how we use it, including anything based on our legitimate interests;
• give you your data in a portable format;
• withdraw a consent you have given.

Email support@sendonmyway.com. We will reply within one month, and we may ask you to confirm it is really you. If you're unhappy with how we handle your data, email us with “Complaint” in the subject — we'll acknowledge it within 30 days. You can also complain to the data protection regulator where you live or work.

11. Children

OnMyWay is a tool for businesses and is not intended for anyone under 18. We do not knowingly collect data from children.

12. Automated decisions

We make no decisions about you by automated means that would have a legal or similarly significant effect.

13. Changes

If this policy changes in a way that matters, we will show a notice in the app. The date at the top is always the current version.

14. Contact

Questions about this policy or your data: support@sendonmyway.com.