The full detail is in the ServiceHQ Reviews privacy policy. The short version:
You’re in charge of your customers’ data. You decide who’s asked, so in data protection terms you’re the controller and we’re your processor. We only use it to run the add-on for you.
What it keeps. Who was asked, on which job, by which mobile or email, when each message went, whether they opened the link or replied, and whether you ticked them as reviewed. With Google connected, your reviews and the drafted replies. Opening a review link records the time and nothing else about the person.
Who else is involved. ServiceM8 (the jobs, and sending the texts and emails), Google (your reviews and posting replies), Anthropic (the AI that drafts replies, which doesn’t receive customers’ phone numbers or emails), Stripe (your subscription), and Meta if you send by WhatsApp through ServiceHQ Chat.
Where it’s stored. On servers in the UK and the EU, with encrypted backups in the EU.
How long. While you use the add-on, because the record of who was asked is what stops the same customer being asked over and over. Opt-outs are kept for as long as we hold anything for you, so nobody who said no is asked again. Disconnecting Google deletes the stored reviews and drafts straight away.
Deleting everything. When you stop using Reviews, email support@servicehq.co.uk from the address connected to your account and we’ll delete what we hold within 30 days.
Your customers. A customer who wants their details removed, or to stop being asked, can ask you or us. Put the No Review badge on their client card and let us know if they want their record deleted.