Your data, in plain English.

Tickover is operated by Tickover App Ltd, a company registered in England and Wales (company no. 17256001) with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.

For the purposes of UK GDPR and the Data Protection Act 2018, we are the data controller for the personal data described in this policy. If you have questions about your data you can email us at hello@tickover.app (mark the subject "Data request" for the fastest route to the right person).

Tickover App Ltd (company number 17256001) is registered with the Information Commissioner’s Office under registration number ZC281508.

This policy applies to the Tickover marketing site at tickover.app, the four user-facing apps: home.tickover.app, tenant.tickover.app, landlord.tickover.app and trade.tickover.app, and to email and other communications we send to you.

It does not cover websites or services we link to but don’t run (for example a tradesperson’s own website, or Google Maps); those have their own privacy policies.

We collect the data we need to run Tickover and no more. The categories below summarise what we hold and where it comes from.

Most of this data comes from you, directly, when you sign up, add a property, store a document, run self-diagnose, or search Find someone. A small amount (your IP address, browser details, sign-in timestamps) is collected automatically when you use the apps.

UK GDPR requires us to identify a "lawful basis" for every use of your personal data. Ours are:

The day-to-day uses, expanded out:

• Running your account. Letting you sign in, store documents and items, see reminders, and manage household access.
• Find someone. Showing local trades for the category and area you search. We do not send the job to them.
• Vetting tradespeople. Verifying ID, insurance and qualifications when a trade applies to join, and on an ongoing basis.
• Communicating with you. Sign-in links, password resets, verification emails, reminder notifications, and replies to anything you send us.
• Optional new-trades email. If you opt in, we email you when new tradespeople cover your area. You can turn it off at any time.
• Keeping the platform safe. Detecting fraud, account takeover, abuse and policy violations; defending legal claims; meeting safeguarding obligations.
• Improving the service. Diagnosing bugs from error logs, measuring how features perform in aggregate, and planning what to build next. We use the minimum identifiable data needed for each task.
• Meeting legal obligations. Keeping accounting records, responding to lawful requests from HMRC, the ICO, courts and the police.

Identity documents. When you scan a passport, driving licence or similar, we process the photo only to extract the details you then confirm. For passports, licences, NI and GHIC we delete the photo after reading it. Wills and certificates can keep an encrypted file. We store the document number, name and dates, encrypted, so we can remind you to renew. Only you can open those details in the Tickover Home app. Tickover staff can access them only in exceptional cases, with a recorded reason, and we email you when that happens. You can delete a record from Documents. We remove a kept photo twelve months after the document expires, after a 30-day email. Scratch scans that you never save are deleted within a day.

During a scan the photo is sent once to Google Gemini through Cloudflare AI Gateway so we can read the details. We use Google’s paid API. Google does not train on that traffic. Prompt logging on our document gateway is off. We do not send identity numbers to TickAI, to a trade, or to the public website.

Other documents, photos and AI. Bills, policies, certificates, boiler and appliance data plates, self-diagnose photos, and tradesperson credential scans are sent to Cloudflare, our processor, through Cloudflare AI Gateway on Unified Billing. Cloudflare passes those reads to Google Gemini only, so Gemini can generate the result. Google Gemini processes a document read only to return the result and doesn’t use it for training. Car care tips, quote text and job briefs are written with OpenAI. If you send us a WhatsApp voice note, the audio is transcribed once by OpenAI Whisper and we keep the text, not the audio. Self-diagnose text steps use Google Gemini on the Heavy tier and OpenAI on the Mid and Low tiers. Help chat, in the app and on WhatsApp, uses Anthropic on the Heavy tier and OpenAI on the Mid and Low tiers. Summaries of a trade’s own website use Anthropic. Zero Data Retention is turned on for requests to Anthropic and OpenAI, so Anthropic and OpenAI don’t store them after returning the answer and don’t use them to train models.

TickAI. When you ask TickAI a question in the app or on WhatsApp, the request can include your address, account numbers, policy numbers, meter serials, and facts and summaries derived from your documents, including documents imported from Gmail or Outlook. The request goes to Cloudflare, our processor, through Cloudflare AI Gateway on Unified Billing. Cloudflare passes it to the model provider that runs the model, so that provider can generate the answer. On the default tier that provider is Anthropic. On the other tiers it is OpenAI. We do not hold a separate agreement or API key with Anthropic, OpenAI or Google. Zero Data Retention is turned on for these requests, so Anthropic and OpenAI don’t store them after returning the answer and don’t use them to train models.

Connected Gmail and Outlook. Connecting a mailbox is optional. A scan runs when you connect, while we work through older mail, and about once a day around 18:00 UK time. We only look in the inbox. On a Gmail scan we read each matching message in full: the headers, the body, and the attachment details (the file name and type). We do not download the attachment file during that scan. On an Outlook scan we read the sender, subject, date, and whether the message has attachments. The Outlook message body and the attachment files are not read until we file the message.

We download attachments when you file a match, and when the email comes from a sender you have already filed from. If there is no usable attachment, we turn the email body into a PDF instead. We store that file and create a document for you to review. We read it to pull out dates and details, but we never run it. Matches you skip are not filed.

After you have confirmed a sender twice, later documents from that sender are filed automatically, with no review step. We do not do this for a generic payment sender, or when the details clash with key information already on the home or with a car. Mail forwarded to the property’s Tickover address is never filed automatically.

You can stop this for one sender by removing that sender in Settings. You can stop it for the whole inbox by disconnecting Gmail or Outlook. Disconnecting deletes unfiled suggestions. Documents you have already filed stay in your home file.

Gmail data and Google’s Limited Use rules. Tickover’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. We use read-only Gmail access only to find bills, certificates and policies and to file them into your home. That includes a match you file, mail from a sender you have already filed from, and, after you have confirmed that sender twice, documents we file automatically. You can stop that by removing the sender in Settings or by disconnecting the inbox. Google Gemini reads those documents, including Gmail attachments. That read goes to Cloudflare, our processor, through Cloudflare AI Gateway on Unified Billing. Cloudflare passes it to Google Gemini, the model provider that runs document reading, to generate the result. Facts derived from that Gmail data may also be sent, the same way, to Anthropic or OpenAI, only to answer your TickAI questions. TickAI is a user-facing feature you ask for. We do not sell Gmail data. We do not use it for advertising. We do not use it to train generalised AI or machine learning models. We do not allow humans to read your Gmail data unless you agree we may view specific messages, it is needed for security, or the law requires it.

We share personal data only with the people and companies listed below, and only as much as they need to do their job. We do not sell, rent or trade your data for marketing.

Some of the service providers we use (notably Resend, Google, OpenAI, Anthropic, Meta, Expo, Cloudflare and Railway) are based in the United States or operate global infrastructure. When personal data leaves the UK we make sure it stays protected, using:

• the UK International Data Transfer Addendum to the EU Standard Contractual Clauses; or
• another lawful transfer mechanism approved under UK GDPR (for example an adequacy decision).

You can ask us for a copy of the safeguards in place for a specific transfer by emailing hello@tickover.app.

When you delete your account, we erase the account and the records that belong to it immediately. While the account is open, the periods below apply. You can delete a home account from Account in Tickover Home (the website or the app), and a trade account from the Tickover Trade app. If you cannot sign in, the app or site will not delete the account, or the account is blocked, email hello@tickover.app and ask us to delete it.

A few copies can outlive that deletion:

• Anonymised AI call records, with your user id removed and, for homes you owned, the home id removed. Our code does not set a date when those rows are purged.
• If a member of staff deletes the account, the admin audit note can include the email address of the deleted account.
• If you were invited to someone else’s home, that home keeps the share record. Your email is replaced with a deleted-user placeholder and your name is removed.
• A report you filed about a trade is kept so we can deal with it. Your user id is removed. The text you wrote stays.
• In-app TickAI chat is not stored as a transcript. WhatsApp messages we hold are deleted with the account. Push tokens are deleted with the account.
• Deleted account data is erased immediately from the live service. It may remain in encrypted database backups until they expire, and it is not restored or used. Production Postgres keeps daily backups for 6 days, weekly backups for 27 days, and monthly backups for 89 days, so a deleted account can remain in a rolling backup for at most about 89 days (three months). Point-in-time recovery is off. There is also one manual database backup, taken on 11 June 2026. It has no expiry. It holds data as it stood on that date, is kept securely, is not restored or used to rebuild deleted accounts, and is only kept for disaster recovery. Anyone whose account existed on 11 June 2026 can ask hello@tickover.app about it.
• Host server logs follow the host’s retention. We do not set a separate purge.
• Prompt logging on our document gateway is off. We do not run a separate gateway-log purge in this product.
• Resend sends email for us and we do not keep a Resend contact list. Resend may keep its own send logs under Resend’s policy.
• TestFlight feedback, if you left any, sits in a separate staff database and is not deleted with the product account. Email hello@tickover.app to ask for it to be removed.

Marketing-site analytics is not linked to your account.

Under UK GDPR you have the right to:

• Be informed about how we use your data. This policy is part of how we do that.
• Access the personal data we hold on you.
• Rectify inaccurate data, or have incomplete data completed.
• Erase your data ("right to be forgotten") where we no longer need it or where you withdraw consent we were relying on.
• Restrict processing in certain circumstances (for example while we resolve a complaint about accuracy).
• Portability: receive the data you gave us in a structured, commonly-used, machine-readable format.
• Object to processing we rely on legitimate interests for, and to direct marketing. The optional new-trades email goes only to people who opt in, and you can turn it off at any time.
• Rights related to automated decisions: we don’t currently make automated decisions about you that have a legal or similarly significant effect.

To exercise any of these rights, email hello@tickover.app with the subject "Data request". We’ll reply within one calendar month, and let you know if we need longer for a complex request. We may ask you to verify your identity before we hand data over. To delete an account you cannot open, or one the app will not delete (a dispute, a live, completed or disputed job, an invoice, a home shared with someone else, or an account with admin history), email the same address and ask us to delete it.

If you think we’ve got something wrong, please tell us first so we can fix it. You also always have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113.

We take security seriously and use commercially reasonable measures to protect your data, including:

• TLS for all traffic between your device and Tickover.
• Bcrypt password hashing: we never store your password in readable form.
• JWT session cookies with the httpOnly and Secure flags, so the session token is not readable by JavaScript and is only sent over HTTPS.
• Least-privilege access internally: only the people who need access to data to do their job have it.
• Regular dependency updates and code review.
• Identity numbers encrypted with envelope encryption. Staff cannot open them from the admin app. Access under a logged break-glass grant is emailed to you.

No system is 100% secure. If we ever have a personal data breach that’s likely to risk your rights and freedoms, we’ll notify the ICO within 72 hours and tell you directly without undue delay.

For full detail on the small number of cookies we use, see our cookie policy. Short version: we use strictly-necessary cookies to keep you signed in and protect against forgery, and optional Google Analytics cookies on the marketing site that are set only if you opt in via the cookie banner. Google Analytics only runs if you choose "Accept analytics". Our website is hosted on Cloudflare. We use Cloudflare Web Analytics to count visits and check page speed. It does not set cookies, does not use local storage or similar technologies, and does not track you across sites or build a profile of you. It records basic, aggregated information: the page you visited, the referring site, your browser and device type, your approximate country, and page load times. Your IP address is not stored for this purpose. Because it runs without cookies, it is not controlled by the analytics setting in our cookie banner. The apps themselves run no analytics cookies. No advertising or marketing cookies of any kind.

The apps keep the first-party usage signals described in the “What we collect” table above. They involve no cookie and no third party, are kept for 90 days (or deleted immediately if you delete the account first), and can be switched off under Account, Notifications.

Tickover is intended for adults. You must be 18 or over to create an account. A parent may file a child’s passport or similar in their own home file; that record is filer-only, like any other identity document. If you believe a child has given us personal data without a parent, email hello@tickover.app and we’ll delete it.

We’ll update this page when our practices change. The version number and "Last updated" date at the top of the page always reflect the current text. For material changes, we’ll also email you (using the address on your account) and/or display a notice in the app the next time you sign in.

For any privacy or data-protection question, including subject access requests, please email hello@tickover.app (or trade@tickover.app if you’re a tradesperson contacting us about your trade account specifically). To report content posted by another user, or to make a copyright complaint, email abuse@tickover.app. You can also write to us at the registered office below.

If we can’t resolve your concern, you have the right to complain to the ICO at ico.org.uk.