Privacy policy

1. About this policy

HomeRelay is a platform that helps customers describe home-service work, receive a structured Work Order and quotes, and communicate with independent service providers. HomeRelay Pro is the app for providers. HomeRelay is operated in Australia by JEON, SOON KI trading as HomeRelay.

This policy explains what personal information we handle, why, who may receive it, and the choices you have. It describes what the product actually does at launch. Where the law gives you rights that cannot be excluded, nothing here reduces them.

2. What we collect

Depending on how you use HomeRelay, we may collect:

• Account details: your name, email address, phone number and a user ID.
• Addresses and job locations you provide, and access notes you choose to add.
• Job descriptions, Work Orders, quotes, scope changes, bookings and the job’s event trail.
• Photos you choose to attach to a request or as job evidence.
• Messages between you and a provider inside an accepted job.
• Ratings and reviews you give and receive.
• Support and dispute records: when you report an issue with a job or ask for a return visit, the reason you choose and the description you write, kept with that job and reviewed by HomeRelay support.
• Routing-quality signals: when you correct how we read a request, structured codes recording which part was corrected and to what, linked to your user ID. Never your sentence.
• Language preferences you set yourself. We never infer a language from a name or background.
• For providers, in HomeRelay Pro: business details, service areas, availability, and licence and insurance documents you upload for verification.

We do not collect payment card details. HomeRelay does not process customer payments at launch: customers pay providers directly, outside the platform. The customer app does not read your device location; addresses are typed. In HomeRelay Pro, if the provider allows it, the provider’s location is rounded on their phone to about 100 m and shared with that job’s customer only while the assigned job screen is open and the provider is on the way; it is deleted when they arrive or the trip is called off. There is no background location tracking.

3. Voice and speech

Voice input is optional. The microphone is used only when you tap to describe a request by voice, and typing is always available. Your device’s operating-system speech service (Apple or Google) converts speech to text; depending on the language and your device settings, that service may process audio on its own servers under its own terms. HomeRelay does not record, store or upload raw audio. We keep the resulting transcript and a small number of alternative readings with the Work Order, and you can correct the transcript before anything is submitted.

Unconfirmed voice input never books work, accepts a quote, approves a scope change or commits you to anything. Those steps always need an explicit confirmation on screen.

4. How we use information

• To create and secure your account and sign you in.
• To turn your description into a Work Order, ask clarifying questions and match eligible providers.
• To support quoting, booking, scheduling, job progress, evidence, completion and ratings.
• To show an accepted job’s address and contact details to the provider who needs them, and only then.
• To keep trust, safety, audit and dispute records, and to run support and administration tools.
• To evaluate and improve how requests are read and routed. The routing-quality signals above are structured codes, never your sentence, and are not used to train AI models without a separate review.

We do not sell personal information and do not use it for third-party advertising. Requests are structured by deterministic software; no AI model is used as the default at launch.

5. Who receives information

• Providers: before you accept a quote, a matched provider sees only the suburb, postcode and the job details needed to price it. After you accept, the assigned provider receives the address and contact details needed to do the work.
• Customers: a provider’s business name, verification status, quotes and ratings are shown to the customers they are matched with.
• HomeRelay administration: for verification, support, moderation and dispute handling, under role-based access.
• Service providers we use to run the platform: Google Firebase (authentication, database, file storage and backend functions) hosted in the australia-southeast1 (Sydney) region, and the Apple or Google speech service on your device when you use voice input.
• Where the law requires it, or to protect the safety of users.

Provider licence and insurance documents are visible only to that provider and to HomeRelay administrators who verify them.

6. Where information is stored

HomeRelay’s production database and file storage are hosted by Google in the australia-southeast1 (Sydney) region. Some Firebase services, such as authentication, may be operated from Google infrastructure outside Australia. On-device speech services may send audio to Apple or Google servers in other countries under those companies’ terms.

7. Security

We use role-based access controls, server-authoritative job lifecycle and pricing, default-deny database and storage rules, authenticated backend functions and restricted job-media access. No security control removes all risk. Please protect your sign-in details and your device.

8. Retention and deletion

We keep account and job information for as long as it is reasonably needed to operate the service, resolve disputes, keep legitimate business records and meet legal requirements, and then delete it. HomeRelay does not currently set a single fixed retention period for every record type; if one is adopted, it will be stated here.

Both apps let you request account deletion from inside the app (HomeRelay: Profile, then Delete account. HomeRelay Pro: Account, then Delete account). When you do, your account is marked for deletion and you are signed out; a provider immediately stops being offered new work. A job you have already accepted is not cancelled, because a customer is still waiting on it. Some records tied to completed jobs, invoices, verification, safety or disputes may be kept where reasonably required. See Delete your account for the steps.

9. Access, correction and complaints

You can correct your profile details in the app. You can ask us for access to, or correction of, the personal information we hold about you, or raise a privacy concern, through the support page. We aim to respond within a reasonable time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

10. Automated processing

HomeRelay uses deterministic software to structure requests and to apply eligibility and matching rules, such as licence and insurance requirements for regulated work in your state. It does not make decisions about you using an AI model at launch. We will review this section against the automated decision-making disclosure requirements that apply from December 2026.

11. Changes to this policy

We will update this policy when HomeRelay’s information handling changes. The current version is always available free of charge on this page and shows its effective date at the top.