Privacy policy

What this policy covers

This policy describes information handled through the Affid Serve marketing website, client portal, service coordination, support and independent contractor introductions. Affid Serve is a brand and subdivision of Twelva Technologies Inc. References to Affid, we or our mean that company operating under the Affid brand.

A service request can include information about people other than the person placing it. Provide information you are authorized to share and that is relevant to the assignment. This policy also explains how to ask about information associated with a matter or account.

Information we receive

The information involved depends on what you use and what the assignment requires. It can come from you, a person authorized to coordinate a matter, service personnel or the providers that operate our systems.

• Contact and account details, such as a name, email address, business, account identifier and the information needed to establish access.
• Request and matter details, including recipient information, service locations, court or case references, deadlines, instructions and documents supplied for the work.
• Service records, such as attempt notes, visit observations, photographs, delivery records, reports and other materials produced for the assignment.
• Billing records, including estimates, amounts, transaction references and payment status. Payment information entered at checkout is also processed by the payment provider.
• Support and Case Chat messages, including text, emoji and attachment details, together with contractor introductions and the background, coverage, experience or contact information you choose to provide.
• Technical information associated with using the websites and support tools, such as browser and device information, IP address, page context, session information and diagnostic records.

How information is used

We use relevant information to understand a request, estimate and confirm the work, coordinate an assignment, communicate with the people involved and provide the resulting records. Account information helps establish sign-in and access to the appropriate matters. Billing information supports payment processing, reconciliation and questions about charges.

We also use information to answer support requests, assess contractor introductions, maintain and troubleshoot the service, investigate misuse or errors, and keep records needed for business administration, disputes and applicable obligations.

Who may receive information

Information may be made available to the Affid personnel and assigned service providers who need it for the work. An assignment may require disclosure to a court, a recipient, a pickup or delivery contact, or another person identified in the service instructions. Share any special handling restrictions before the assignment is arranged.

We use providers for website hosting, account authentication, storage, communications, customer support and payment processing. These include Clerk for client authentication, Stripe for eligible online checkout and Intercom for support and Case Chat conversations. Providers process information needed for their services under the applicable arrangements and their own notices; using Affid does not mean information is never shared with a provider.

Information may also be disclosed to address legal process, protect rights, investigate misuse or resolve a dispute when appropriate. Such circumstances are evaluated in relation to the information and request involved.

Support, Case Chat and Intercom

You can begin website support without signing in. Intercom may process the message, information you choose to provide, page context and technical information needed to operate the Messenger. A conversation started without an account can still contain identifying information if you provide it.

For support from a signed-in client session, Affid verifies the account before associating support with a system-generated identifier. That identifier is not a public matter reference. General support is not the document-delivery channel for your case: keep sensitive matter documents in the client portal or another channel specifically arranged with the team.

Case Chat is a matter-specific conversation inside the client portal. Sending a message shares its text, including any emoji, your display name and details of attached files with Intercom. Those details include the file name, size and a file fingerprint used to match the attachment. Actual attachment contents are stored and served through the portal’s separate attachment system; the Case Chat integration sends their details to Intercom rather than uploading the files themselves to Intercom. Uploading documents for a service request or case is a separate action from sending a Case Chat message.

Intercom processes support and Case Chat information as a service provider and uses cookies and browser storage to operate its Messenger. Its Product Privacy Notice explains these technologies and provider processing in more detail.

Location checks, email drafts and browser storage

The marketing location checker uses ZIP data on this site. A full street address is sent to the U.S. Census Geocoder to estimate its urban or rural location. The resulting classification is an estimate and remains subject to confirmation for the assignment.

Where a form explicitly prepares an email draft, reviewing the draft does not send it to Affid. You send it through your email service. Once sent, the message is also handled by the email providers involved. Other tools, such as the client portal and Intercom Messenger, transmit information through their own submission actions.

Affid uses browser storage to limit proactive support prompts to one per session and record when a prompt is dismissed, so further prompts can be suppressed for seven days. The dismissal record remains in browser storage until it is replaced or cleared. Sign-in and support providers use cookies or browser storage for their functionality. Browser controls can restrict or remove stored information, but doing so may interrupt sign-in, session continuity or support features. For questions about a particular browser feature or provider, contact us before sharing sensitive information.

Retention and deletion

Retention depends on the kind of record and the purpose it serves. Relevant purposes include completing and documenting the assignment, maintaining account access, billing, resolving questions or disputes, and meeting applicable recordkeeping or legal-hold obligations. The same retention period does not necessarily apply to a support message, a service record and a financial transaction.

You may request deletion of information associated with you or your account. We review the request against the records involved, your authority to request removal and any continuing retention purpose. Some information may need to be retained or restricted rather than deleted. A request to close an account does not itself erase every matter, financial record or record concerning another person. Ask us to explain the outcome and any information that remains necessary.

Questions and privacy requests

Contact Affid to ask about access to, correction of, a copy of or deletion of information relating to you. Describe the information and the account or matter concerned using a non-confidential reference where possible. We may need to verify identity and authority before providing records or making changes, particularly where a matter contains information about other people.

The rights and exceptions that apply can depend on your location and the circumstances. Explain what you are requesting so the team can assess it. Do not send a password, full payment-card number or identity document in an initial support message. We will explain any additional information needed through an appropriate channel.

The Last updated date identifies the current version of this notice. Please review it when your use of the service changes, and contact us if you need clarification about a particular practice.