Privacy Policy & Terms — ServiceM8 Messenger

Last updated: September 2021

1. Overview

ServiceM8 Messenger is a communication app for consumers engaging with trade contractors and service businesses, to enable the business to provide you a great service and communication experience. 

ServiceM8 Messenger is made by ServiceM8 Pty Ltd, but is a separate app to the ServiceM8 job management solution. This Messenger app is designed for use by clients engaging with trade and service businesses which use ServiceM8 i.e. the Messenger app is for use by the client in the transaction, not the business.

ServiceM8 is committed to maintaining the privacy of your personal information.

The primary purpose of this policy is to communicate to you how ServiceM8 deals with your personal information. It explains how we collect, use and disclose your personal information, as well as other information or data associated with you and your use of our services. It also explains your obligations in using ServiceM8 Messenger.

Please read this page carefully, to help you make an informed decision about using the Service.

By accessing or using our software, you consent to the below terms in full.

Defined terms

  • “You” & “Your”: “You” may be a visitor to one of our websites, or a new or existing user of our Service.
  • “ServiceM8”, “we”, “us”, “our”: ServiceM8 Pty Ltd & its affiliates.
  • “Service”: the ‘ServiceM8 Messenger’ communication app, available on the App Store and Google Play, as well as all subsidiary or additional services offered and controlled by ServiceM8 in connection to your use of the Service.

This policy does not apply to third-party websites, products, or services even if they link to our Service, and You should consider the privacy practices and policies of those third parties carefully.


If You disagree with the practices described here, You should (a) take the necessary steps to remove cookies from Your computer after leaving our website, and (b) discontinue Your use of our Service. Note ServiceM8's Cookie Policy describes how we use cookies and similar technologies.

2. Information We Collect

ServiceM8 collects personal and non-identifiable information about You. This privacy policy is primarily concerned with how we deal with Your personal information.

Personal information is information that can be used to identify an individual person, in particular by reference to an identifier such as a name, contact information or address.

Personal information

We may collect personal information, and other information, when You:

  • First begin to use the Service
  • Use the Service, on any device
  • Communicate with us
  • Visit our website
  • Post to our blog
  • Like or interact with us on social media

When you use ServiceM8 Messenger, we may ask for and collect personal information, such as Your:

  • Phone number

You may choose not to provide some of Your personal information, however this may prevent or severely constrain our ability to provide You with the Service and/or Your ability to use the Service.

Personal information disclosed to ServiceM8 users

When using the ServiceM8 Messenger service to communicate with a business using the separate ServiceM8 job management solution, the business will likely need to collect information about you, or may have already done so prior. For example, if you initiate or continue a dealing with a business through ServiceM8 Messenger & their use of ServiceM8, such as booking a job, the business may collect information about you, such as your name, address, phone number/s, email, as well as other information you provide for the purpose of the dealing/transaction.

When it comes to a ServiceM8 user which has entered your personal information into their ServiceM8 account, separately or via ServiceM8 Messenger, you will need to contact that ServiceM8 user directly regarding any questions or requests you have around the storage, use and retention of your information.

Other information

We may also automatically collect non-personal information that Your device provides to us in connection with Your visit to our website, communication with us, or use of the Service, such as:

  • Type of device
  • Device operating system
  • Device identifier
  • IP Address

We may also store usage data such as the date and time the application on your device accesses our servers, and what information and files have been downloaded to the application.

Special categories of data 

ServiceM8 does not knowingly attempt to solicit, facilitate the exchange of, or receive special categories of data, such as personal information relating to race, ethnic origin, political association, trade union membership, religious beliefs, criminal records or health information.


3. How Information May Be Used

ServiceM8 collects Your personal information so that we can provide You with the Service and any related services You request. In doing so, ServiceM8 may use the personal information we have collected from You for purposes related to the Service, including to:

  • Provide the Service to You, including any additional features, or connections You activate as part of your use of the Service
  • Respond to Your enquiries and requests
  • Administer our provision of the Service to You
  • Identify You as a user in our system
  • Verify Your identity
  • Communicate with You in provision of technical support and any other issues You might experience in using the Service
  • Send You marketing or promotional communications, related to the Service
  • Send You information important to Your use of the Service, such as changes to our terms, conditions and policies
  • Seek feedback from You in the interest of improving our services, including for the purpose of seeking a testimonial or completing a user survey
  • Aggregate personal and other information into non-identifiable, anonymous data to help improve our services
  • Enforce our Terms of Service & policies
  • Facilitate our internal business operations, including the fulfilment of any legal requirements
  • Prosecute or defend in a court, arbitration, or similar legal proceeding

Your use of the Service means You consent to the collection, holding and usage of personal and other information for these purposes, and any other purpose for which you have provided express permission.

4. How We Disclose Data

ServiceM8 is committed to the confidentiality of your information and data, and will only disclose Your personal and other information to third parties for limited purposes relating to provision of the Service to You, for the improvement of our Service, and under certain circumstances, as described below. We may disclose Your personal and other information with:

  • ServiceM8 affiliates: we may disclose Your information to entities that we control, for their internal business purposes and as part of our provision of the Service to You.
  • Third party service providers: we may disclose Your information or account data to third party service providers for the purpose of providing You with the Service, improving our Service, providing You with support, and other aforementioned purposes for how we use Your information, including services such as analytics, information technology, SMS/text delivery, phone communications, technical support and other similar services. These third parties include but are not limited to: Amazon Web Services, Google, LiveChat, Mixpanel, Slack, and Zendesk.
  • Businesses you engage with: a core purpose of the Service is to facilitate communication with contractors and service businesses. We will therefore disclose Your information to businesses which use the ServiceM8 service, which you have engaged with, or choose to engage with, as part of our provision and Your use of the Service.
  • People browsing the websites, social media accounts and/or online profiles of businesses you engage with, where you have submitted a testimonial, rating or review of a business through the Service e.g. when you submit feedback through the Service, the business you’re dealing with may share it on their website/social media.
  • Law enforcement agencies, legal systems and regulatory authorities: we may be required to disclose Your information, without Your consent, in order to comply with any court orders, subpoenas, or other legal processes or investigations, if such disclosure is required by law. Where possible and appropriate, we will notify You if we are required by law to disclose Your personal information.
  • Successors: we may disclose Your information in the case of a sale, merger, consolidation, liquidation, reorganisation, or acquisition. In that event, any acquirer will be subject to the obligations of these terms.
  • Any other entity for which You have provided express consent for disclosure of Your information.

5. Security

ServiceM8 takes physical, technical and administrative precautions to protect Your information from loss, theft, or unauthorised access, alteration or disclosure.

ServiceM8's servers are secured by SSL Certificates issued by Amazon, so all data transferred between You, businesses you engage with via the Service, and ServiceM8, is encrypted, including data transferred to iPhone and iPad devices.

Notification of breach

Should ServiceM8 become aware of any accidental, unauthorised or unlawful destruction, loss, alteration, disclosure, or breach of personal information, if such a breach represents a risk to your rights and freedoms as a natural person, ServiceM8 will notify You of the breach as soon as possible.

Service access security

It is your responsibility to protect the security of your access to the Service. Never share a ServiceM8 one-time verification code with anyone. ServiceM8 staff, and ServiceM8 affiliates and service providers, will never ask you to share a verification code.

6. Advertising & Choice

ServiceM8 will not sell or otherwise disclose Your information to marketers or promotional third parties without your consent.

ServiceM8 may use your information for the purpose of sending you training, marketing or promotional communications, related to the Service, or which we determine may be of interest to you.

You may opt out of these communications via ‘unsubscribe’ mechanisms. However, note that we may still send You communications important to Your use and our provision and administration of the Service to You.

7. Access to Your Information & Retention of Information

You may access your information via the ServiceM8 Messenger app.

You have the ability to access, alter or correct any personal information you have entered for the purpose of using the Service, and administering your use of the Service. It is Your responsibility to ensure the personal information You provide us is complete, accurate and up to date.

You can request all personal and other information we hold about you in writing at privacy@servicem8.com. Following an information request, if you believe any of the information we hold about you is unnecessary, inaccurate, out of date or incomplete, please contact us at privacy@servicem8.com.

We will process Your requests as soon as reasonably practicable. If it is not reasonable, practical, or appropriate for us to process Your request in the manner you have requested, or we determine it to be frivolous or vexatious, we will advise you accordingly.  

You may stop using the Service at any time. Note that any personal and other data you have exchanged with a businesses over the course of using the Service will be stored in the respective ServiceM8 accounts of those businesses. You will need to contact the ServiceM8 user/s directly regarding any questions or requests you have around the storage, use and retention of your information.

8. Use of Service by Minors

You may not use the Service if you are under 16 years of age, unless ServiceM8 is provided with the appropriate parental or legal guardian consent.


9. International Transfers

Our services are global and data (including Your personal and other information) may be stored and processed in any country where we have operations or where we engage service providers, and we may transfer Your information to countries outside of Your country of residence, which may have data protection rules that are different to those of Your country. In these cases we will take measures to ensure that any such transfers, and Your information and account data, remain protected.

If You are located within the European Economic Area (EEA), your account data will be housed in data centres within the EEA. Note that certain personal information and account data may still be transferred outside of the EEA for the purpose of provision of the Service to You. In these cases, ServiceM8 has taken measures to ensure such transfers are provided an adequate level of protection and remain in accordance with applicable data protection law. You can read about ServiceM8 & the EU's General Data Protection Regulation here.


10. Updates to Policy & Terms

ServiceM8 reserves the right to change this policy at any time, and any amended policy is effective upon the posting on this website. In the event of any significant update/s, ServiceM8 will communicate these changes to You via the relevant app store, notification via the ServiceM8 website, or notification through the ServiceM8 Messenger app.

You agree that electronic disclosures and notices have the same meaning and effect as if we had provided You with hard copy notices. Disclosures and notices in relation to this policy or Your information shall be considered to be received by You within 24 hours of the time they are posted to our website or made available to You through the Service.

11. Privacy Contact

If You have any questions or concerns about this privacy policy or how your personal information is handled, please contact our Privacy Officer at privacy@servicem8.com.

If you are dissatisfied with our handling of a query or request raised under this privacy policy, you may consider submitting a complaint to your country's data protection authority.

12. General Obligations

You must only use the Service for Your own lawful and legitimate purposes, consistent with its intent, in accordance with these terms and any notice sent by ServiceM8 or condition posted on the ServiceM8 website, the relevant app store, and applicable laws. 

You may use the Service on behalf of others but if You do so You must ensure that You are authorised to do so and that all persons involved comply with and accept all terms of this agreement that apply to You.

Access conditions

When accessing and using the Service, You must:

  • Ensure all Your contact information provided in connection with the administration and use of the Service is always current, true and correct;
  • Not attempt to undermine the security or integrity of ServiceM8's computing systems or networks or, where the Service is hosted by a third party, that third party's computing systems and networks;
  • Not use, or misuse, the Service in any way which may impair the functionality of the Service, or other systems used to deliver the Service or impair the ability of any other user to use the Service, or the separate ServiceM8 application;
  • Not attempt to gain unauthorised access to any materials other than those to which You have been given express permission to access or to the computer system on which the Service is hosted;
  • Not transmit, or input, any: files that may damage any other person's computing devices or software, content that may be offensive, or material or data in violation of any law (including data or other material protected by copyright or trade secrets which You do not have the right to use); and
  • Not attempt to modify, copy, adapt, reproduce, disassemble, decompile or reverse engineer any computer programs used to deliver the Service.

Communication conditions

As a condition of using the Service, You agree only to use it for lawful and legitimate purposes. You must not use the Service in a manner that:

  • Is illegal, fraudulent, harassing or abusive in nature; 
  • Is in violation of laws or regulations relating to the transmission of data or recording of phone calls and other communications; spamming; unsolicited advertising and marketing, or transmission of communications; 
  • Generates inquiries from a law enforcement, government, or regulatory agency or triggers such an agency to request the suspension of the Service to You; 
  • May damage any other person's computing devices or software; 
  • Involves transmission of material in violation of any law (including material that is protected by copyright or trade secrets which You do not have the right to use).

ServiceM8 is under no obligation to ensure that your use of the Service, and communications through the Service, are legitimate or that they are related only to the use of the Service. You must exercise caution when using the Service’s communication tools. ServiceM8 reserves the right to remove any communication at any time, at its sole discretion.

13. Acknowledgement

You acknowledge that:

  • The provision of, access to, and use of the Service is on an "as is" basis and at Your own risk.
  • ServiceM8 does not warrant that the use of the Service will be uninterrupted or error free.
  • Among other things, the operation and availability of the systems used for accessing the Service, including telecommunication networks, computer networks and the Internet, can be unpredictable and may from time to time interfere with or prevent access to the Service. ServiceM8 is not in any way responsible for any such interference or prevention of Your access or use of the Service.
  • Use of the Service is optional, and it is Your choice to to use the Service.

14. Intellectual Property

Title to, and all intellectual property rights in the Service, and any documentation relating to the Service, remain the property of ServiceM8.

15. No Warranties

ServiceM8 gives no warranty about the Service. Without limiting the foregoing, ServiceM8 does not warrant that the Service will meet Your requirements or that it will be suitable for any particular purpose. To avoid doubt, all implied conditions or warranties are excluded in so far as is permitted by law, including (without limitation) warranties of merchantability, fitness for purpose, title and non-infringement.

ServiceM8 adheres to its best practice policies and procedures to prevent data loss, including a daily system data back-up regime, but does not make any guarantees that there will be no loss of data. ServiceM8 expressly excludes liability for any loss of data no matter how caused.

16. Limitation of Liability

To the maximum extent permitted by law, ServiceM8 excludes all liability and responsibility to You (or any other person) in contract, tort (including negligence), or otherwise, for any loss (including loss of information, data, profits or savings) or damage resulting, directly or indirectly, from any use of, or reliance on, the Service.

17. No-fault Termination

If You are not satisfied with the Service, Your sole and exclusive remedy is to stop using it.

ServiceM8 reserves the right to suspend or terminate your use and access to the Service, without notice or explanation, at its sole discretion.

18. Indemnity

You indemnify ServiceM8 against: all claims, costs, damage and loss arising from Your breach of any of these terms, or a breach of any obligation You may have to ServiceM8.

19. Governing Law & Jurisdiction

You submit to the exclusive jurisdiction of the courts of Australia for all disputes arising out of or in connection with this agreement.

20. Severability

If any part or provision of these terms is invalid, unenforceable or in conflict with the law, that part or provision is replaced with a provision which, as far as possible, accomplishes the original purpose of that part or provision.

21. Notices

Any notice given under these terms will be deemed to have been given on transmission. Notices to ServiceM8 must be sent to support@servicem8.com or to any other email address notified by email to You by ServiceM8. Notices to You will be made via the ServiceM8 Messenger app, the ServiceM8 website, or the relevant app store, and shall be considered to be received by You within 24 hours of the time they are posted to our website or made available to You through the Service.