1. Introduction

This Privacy Policy explains how Bestimate Solutions L.L.C-FZ ("Bestimate", "we", "us", or "our") collects, uses, shares, stores, protects, and otherwise processes personal data through the Bestimate Platform. It is drafted for Bestimate's role as a marketplace and technology intermediary connecting Customers and independent Professionals.

This Policy covers websites, mobile applications, request flows, professional dashboards, chat, calls, SMS, WhatsApp, push notifications, Credits, payment metadata, Community Features including Neighbors, marketplace listings, verification workflows, location-based features, support, moderation, and AI-Assisted Tools.

2. Controller and Contact

Controller: Bestimate Solutions L.L.C-FZ.
Address: Meydan Free Zone, Dubai, United Arab Emirates.
Privacy contact: privacy@bestimate.ae.
Customer support: support@bestimate.ae.

3. Information We Collect

3.1 Information You Provide

Account details: name, nickname, phone number, email, dialing code, OTP status, referral information, language, account type, and preferences.
Professional details: business name, representative name, trade licence, permits, insurance, certificates, services, areas, portfolio, photos, videos, pricing, availability, payment methods, and verification submissions.
Customer request details: categories, answers, budgets, timing, emirate, area, community, address-level details if provided, photos, videos, audio, documents, notes, access instructions, and requested Service details.
Community Feature details: Neighbors posts, groups, marketplace listings, pet posts, comments, reactions, reports, community verification answers, region scope, and local preferences.
Communications: in-app messages, support messages, emails, SMS, WhatsApp, call metadata, call recordings where applicable after notice, transcripts, attachments, and other user-to-user or user-to-Bestimate communications.

3.2 Automatically Collected Information

Device, browser, operating system, app version, IP address, identifiers, logs, diagnostics, crash data, analytics events, session data, referrers, UTM parameters, and security events.
General location and approximate location signals, including IP-derived location, device settings, service-area selections, emirate, community, region scope, and verification signals.
Cookie, local storage, SDK, pixel, attribution, advertising, analytics, and preference data where used and permitted.
Notification tokens, delivery data, engagement data, consent records, unsubscribe records, and suppression logs.

3.3 Information From Other Sources

We may receive information from payment processors, app stores, communication providers, verification providers, analytics tools, support tools, public sources, business partners, authorities, other users, or service providers where permitted by law and relevant to Platform purposes such as payment verification, fraud prevention, support, user reports, verification, or legal compliance.

3.4 AI-Assisted Tool Data

If you use AI-Assisted Tools, we may process audio, transcripts, images, request text, generated drafts, detected categories, confidence signals, prompts, outputs, moderation signals, and technical logs. AI output must be reviewed by users and does not replace professional advice.

For Bestimate QuoteCheck specifically, we may process and store submitted quote files, extracted text, service details, AI outputs, anonymous session identifiers, file hashes, model and token usage, and related operational logs to provide the review, troubleshoot errors, audit quality, and manage cost and cache performance.

3.5 Biometric or Document-Matching Data

If Bestimate uses selfie, liveness, document matching, or face comparison to verify identity, we process biometric or biometric-derived data only with explicit consent where required and for verification, fraud prevention, and safety purposes. Where practicable, biometric templates are deleted after verification, retaining only a result indicator and limited metadata unless longer retention is legally or operationally required.

4. Sensitive, Regulated, and Children's Information

Some requests may include information about health, children, domestic work, disability access, medical equipment, property access, security, emergencies, legal disputes, identity documents, payment issues, or other sensitive circumstances. Users should avoid uploading unnecessary sensitive information.

We process sensitive or regulated information only with your explicit consent where required, where strictly necessary to perform a Service or request you initiated, to comply with a legal obligation, to protect vital interests, to establish or defend legal claims, or where another lawful basis under UAE Federal Decree-Law No. 45 of 2021 applies.

The Platform is intended for users aged 18 and above. We do not knowingly create accounts for minors. Information about children, for example in a tutoring, babysitting, family, pet, school, or community request, may be submitted only by a parent or legal guardian, who is responsible for ensuring that sharing is lawful and appropriate. We will review removal requests from a verified parent or guardian.

5. How We Use Information

Operate the marketplace, accounts, service requests, Leads, Estimates, chat, calls, notifications, Community Features, AI-Assisted Tools, Credits, payment metadata, support, and moderation.
Display Professional profiles, service areas, badges, rankings, sponsored placements, portfolio content, reviews, response metrics, and marketplace signals.
Share request details with relevant Professionals and share Estimate, contact, chat, or Service interaction details with relevant Customers as directed by the Platform flow.
Monitor, record, transcribe, analyze, route, and retain Bestimate-mediated communications where permitted for safety, support, fraud prevention, fee verification, dispute handling, compliance, internal training, quality assurance, and product improvement.
Verify or review identity, trade licences, permits, insurance, certificates, portfolio authenticity, and account integrity.
Prevent fraud, spam, fake leads, fake reviews, misuse, prohibited listings, unlawful conduct, security incidents, regulatory risk, and abuse.
Improve products, run analytics, debug, test, create aggregated or de-identified insights, and operate internal quality processes.
Send operational communications and, where consented to or otherwise permitted, marketing communications.
Comply with legal, tax, accounting, consumer protection, payment, app store, free zone, municipal, health, labour, transport, or regulatory obligations.

6. Legal Bases

Contract or pre-contract steps: account creation, request submission, matching, chat, Credits, payments to Bestimate, support, and requested features.
Consent or explicit consent: optional marketing, optional location-based Community Features, non-essential cookies/tracking, sensitive data where required, biometric processing where required, and other processing for which consent is required by law.
Legal obligations: tax, accounting, payment, consumer, e-commerce, app store, health, municipal, law enforcement, regulatory, and court requirements.
Vital interests, public interest, legal claims, fraud prevention, security, and controller or user interests where these are recognized by and processed in accordance with applicable UAE data protection law.

7. Automated Assistance and Human Review

Matching, ranking, Lead pricing, eligibility for Community Features, verification queues, trust and safety actions, and certain moderation signals may be partly automated. You may request human review of a decision that significantly affects you by contacting privacy@bestimate.ae.

We do not use the content of your individual requests, chats, or AI-Assisted Tool inputs to train third-party foundation models. Where we use these inputs to improve Bestimate's own models or features, we apply de-identification or aggregation where practicable, and you may object by contacting privacy@bestimate.ae.

8. How We Share Information

With Customers and Professionals as needed for requests, Leads, Estimates, chats, calls, bookings, reviews, support, disputes, and Service interactions.
With Community Feature participants where you post, comment, list, join, report, or otherwise interact in Neighbors, groups, marketplace, pets, or local features.
With service providers such as hosting, storage, CDN, analytics, AI, support, moderation, SMS, WhatsApp, email, push, Twilio or similar communications providers, payment gateways, app stores, verification providers, security tools, and professional advisers.
With authorities, regulators, courts, law enforcement, municipalities, health authorities, economic departments, free zones, payment processors, app stores, or other parties where required by law, in response to a lawful and properly scoped request, or where needed for safety or legal protection.
With business transferees or potential transferees in a merger, acquisition, financing, restructuring, sale, or transfer of assets, subject to confidentiality commitments and proportionate due diligence.

Before a Customer accepts an Estimate or invites a Professional to attend a site, Bestimate generally shares only the general area, service details, and request information needed to evaluate the Lead. Detailed address and access instructions are shared after the Customer chooses to engage, unless the Customer voluntarily includes detailed information earlier in the request or attachments.

We do not sell personal data to third-party marketers. We may use aggregated or de-identified data for research, analytics, business, safety, or marketing insights where it no longer reasonably identifies a user.

9. Public and User-to-User Information

Some information may be visible to other users or the public, including names, profile details, business names, service areas, portfolio content, reviews, ratings, sponsored labels, community posts, marketplace listings, comments, and general area labels. Users should not post personal or sensitive information they do not want others to see.

10. Location and Neighbors

For Neighbors and other Community Features, we may process approximate location-related information such as emirate, community, area, district, region scope, user-provided residence information, IP-derived location, device setting signals, and verification signals. We use this to determine eligibility, show local content, restrict visibility, prevent misuse, support trust, and moderate local interactions.

Bestimate does not guarantee that a Neighbors user is actually a resident or neighbor, and community labels may be self-declared, approximate, inferred, or operational. If you withdraw location consent or disable a location-based feature, Neighbors or related Community Features may stop working or become limited, while core marketplace features may remain available.

11. International Transfers

Where personal data is transferred outside the UAE, we rely on transfers to jurisdictions recognized as providing adequate protection, contractual safeguards with the recipient, your explicit consent where required, or another mechanism permitted under UAE Federal Decree-Law No. 45 of 2021 and applicable executive regulations. A list of principal service provider categories and locations is available on request where reasonably practicable.

12. Retention

Account records: active account period plus up to 7 years where needed for legal, accounting, support, safety, or dispute purposes, with financial and compliance records retained according to applicable legal periods.
Service requests, Leads, Estimates, chats, calls, files, reviews, reports, Community Feature content, and AI-assisted drafts: generally up to 3 years unless longer retention is needed for safety, disputes, compliance, or Platform integrity.
Transaction, Credit, payment, refund, app store, invoice, and reconciliation records: at least 5 years or longer where legally required.
Professional verification documents: original images are deleted or archived with restricted access within 90 days after review unless required for an ongoing investigation, legal obligation, dispute, fraud prevention, or regulatory reason; limited metadata may be retained for up to 5 years.
Marketing consent, unsubscribe, suppression, and communication compliance logs: as needed to prove consent, honor withdrawal, and comply with law. Suppression records may be retained indefinitely to honor opt-outs.
Security and diagnostic logs: normally 12 to 24 months unless needed for investigation, fraud prevention, legal defense, or regulatory reasons.

13. Security and Breach Response

We use technical and organizational measures designed to protect personal data, including access controls, encryption in transit, authentication controls, restricted access, logging, vendor controls, and operational security processes. No system is completely secure.

If we determine that a personal data breach is likely to result in a risk to your rights or privacy, we will notify the UAE Data Office and affected users without undue delay after becoming aware of it, where required by applicable law.

14. Your Rights

Subject to applicable law and identity verification, you may request access, correction, deletion, restriction, objection, portability, withdrawal of consent, and human review of significant automated decisions where applicable. You may object to direct marketing at any time.

We aim to respond to verified rights requests within 30 days, extendable where reasonably necessary or permitted by law. We may request information to verify your identity and may refuse or limit requests that are manifestly unfounded, excessive, conflict with another person's rights, or where retention is required by law.

15. Cookies, SDKs, and Marketing Tracking

We use cookies, local storage, SDKs, pixels, and similar technologies for essential operation, authentication, security, preferences, analytics, attribution, personalization, and marketing where permitted. Essential technologies may be used without consent where necessary. Non-essential analytics or marketing technologies are subject to consent controls where required.

On first visit or through available settings, users may be able to accept, reject, or manage non-essential cookies and similar technologies. Mobile app tracking that requires platform-level permission, such as Apple App Tracking Transparency, is enabled only if you grant that permission.

16. Communications and Marketing

Operational communications may include OTPs, security alerts, service request updates, Estimate and chat notifications, payment notices, support, moderation, safety notices, and legal notices. Marketing messages by email, SMS, WhatsApp, push, or voice are sent only where you have opted in or where another lawful basis is available and not prohibited by applicable marketing rules. Promotional messages identify Bestimate and offer a simple opt-out where technically available.

17. Payment Processing

Payments may be processed by third-party payment gateways, Apple App Store, Google Play, or other supported platforms. We do not intentionally store full card numbers or CVV codes. We may retain masked identifiers, tokens, transaction metadata, product IDs, receipts, refund records, and reconciliation data for fraud prevention, support, accounting, tax, and legal purposes.

18. Changes and Contact

We may update this Policy to reflect changes in law, services, vendors, technology, or operations. We will update the Last Updated date and may provide additional notice or request renewed consent where required.

Bestimate Solutions L.L.C-FZ, Meydan Free Zone, Dubai, United Arab Emirates.
Privacy Inquiries: privacy@bestimate.ae
Customer Support: support@bestimate.ae
Legal Inquiries: legal@bestimate.ae