Data processing terms

Your customers’ details: yours to decide, ours to look after.

When you put a customer on a TurnUp job, you decide what goes on it and why. That makes you the controller of those details and TurnUp your processor. UK GDPR says what has to be written down between the two (Article 28), and the ICO lists it (what needs to be in the contract). This page is that, in the same order, in plain English.

They apply from the day you start using TurnUp for your customers’ jobs, alongside the trade terms. Each version is dated; the one in force is the one on this page.

Last updated 26 October 2026. TurnUp is operated by its developer as a sole trader in the United Kingdom.

1. What is processed, and why

In short

Subject matter: Keeping your customers told where their job has got to: one link per job, and the card in Apple Wallet
Nature and purpose: Storing the job you enter, showing the customer the part of it you chose to tell them, sending the notifications and texts you switch on, and keeping the record of what was said when
Duration: For as long as you use TurnUp, and then until deleted: 12 months after the job is marked Job done, or at once if you delete the job or the account
Whose details: Your customers, and anyone at the house they tell you about. Your own staff, where you add them to the profile
What details: Name, address, phone number, the job, the hours, the stage and notes with their times, a map pin, photos of the house or door you add, what the customer answers (who will be in, door and access notes, a private note after the job), your own private note on a job (seen by you alone), No one home records with a photo and where your phone was, any “when are you coming?” call you log against the job, a problem the household reports to you (what is wrong, a fault code, make, model and age as they say them, up to three photos) with your reply, and what you write on a household’s Home Record (an item you checked or fitted, what you did), which carries your business name and the date and belongs to the household’s card, not to the job
Special category data: None is asked for. Do not put health or other special category details in a note, your private note included: a note is free text and TurnUp cannot tell what is in it

2. What TurnUp commits to

Only on your instructions. TurnUp does with your customers’ details only what you do on your dashboard, what you switch on, and what these terms describe. It does not use them for anything of its own: no marketing, no selling, no training anything, no sharing between trades.

Confidentiality. One person can read your jobs at TurnUp’s end: its developer and operator, who is bound by these terms. Nobody else at TurnUp has access, because there is nobody else.

Security. What is actually in place today:

A customer’s link is the only key to their page: 8 random characters, switchable off at any time, never in a search index
The page shows only what you told the customer, never what they told you, and a check in the code fails if that ever changes
Notifications and Wallet lock-screen messages carry your name and the stage, never the customer’s name, address or a note
Your dashboard is behind Face ID (passkeys) or a password, and every dashboard route checks it before doing anything
ServiceM8, Google and Gmail tokens and app secrets are sealed with AES-256-GCM before they are stored, and no route returns them
Everything travels over HTTPS

Sub-processors. You agree that TurnUp may use the services below. Before adding or replacing one, TurnUp will say so on this page and on your dashboard, so you can object; if you object and it cannot be avoided, you can stop and delete as in section 5. Each one is held to data protection terms of its own.

Vercel Inc.

Always

What for: Hosting: runs TurnUp and serves every page
Sees: Every request, and the job details as they pass through on the way to the trade or the customer
Where: Functions run in Washington DC, USA (Vercel region iad1); pages are served from Vercel’s worldwide network
Safeguard: Vercel’s data processing addendum. Vercel is certified under the EU-U.S. Data Privacy Framework and relies on the EU Standard Contractual Clauses with the UK Addendum

Neon (Databricks)

Always

What for: The database: where everything is stored
Sees: Every job and everything on it, at rest
Where: Neon’s region for this database is being confirmed and will be stated here
Safeguard: Neon’s data processing addendum

Apple, Google and Mozilla push services

When a customer or the trade switches notifications on, or adds a card to Apple Wallet

What for: Carry notifications to phones and browsers, and tell Apple Wallet a card has changed
Sees: An anonymous subscription and the notification: the trade’s name and the stage, nothing else. A Wallet push carries no words at all
Where: Their own networks
Safeguard: Each company’s own terms for its push service. The message is encrypted so the push service cannot read it (web push)

Google (Google Wallet)

Not switched on yet. Only once the Google Wallet issuer account exists and a customer adds the card

What for: Holds the Android version of the job’s card
Sees: What the card shows: the trade’s name, the customer’s name and the address (each shortened), the stage and the link
Where: Google’s network
Safeguard: Google’s terms for the Google Wallet API

Anthropic

Only when the trade uses the Ask box, or a household taps Read the badge

What for: Reads and answers what the trade types into the Ask box on the dashboard; reads a photo of a data badge on a household’s Home Record when the household taps Read the badge
Sees: That trade’s job list with every phone number taken out, and what was typed. For a badge: the photo and what kind of thing it is on, with no name, address or card code
Where: Anthropic’s network
Safeguard: Anthropic’s commercial terms

Cloudflare

Only where a household card uses email forwarding

What for: Receives email forwarded to a household card and passes it on
Sees: The forwarded email, in transit. Not a trade’s job list
Where: Cloudflare’s worldwide network
Safeguard: Cloudflare’s data processing addendum: EU Standard Contractual Clauses with the UK Addendum, or the UK extension to the Data Privacy Framework

postcodes.io and OpenStreetMap (live map)

Only while a job is On my way and the trade has switched the live map on

What for: Find the middle of the job’s postcode, and draw the map squares on the customer’s card
Sees: The job’s postcode, looked up once by the server; the customer’s browser fetches the map squares round the van and the house
Where: Their own servers; not confirmed from here, so not stated
Safeguard: Public services with no account; no name, address or job reference is sent to either

openrouteservice (HeiGIT) or GraphHopper

Only where the trade has pasted a routing key and a job is On my way

What for: Work out the drive time the card quotes, in the routing service’s own name
Sees: The van’s position and the house’s, and nothing else
Where: The provider’s own servers; not confirmed from here, so not stated
Safeguard: The provider’s own terms; asked at most once every two minutes per job, and the answer is not kept beyond that

ServiceM8 is not on that list. ServiceM8 is your own system, under your own contract with ServiceM8. Where you connect it, TurnUp reads your bookings and writes texts, emails and diary lines into it with your own key or authorisation, because you asked it to. That makes it your tool, not ours: TurnUp does not send your customers’ details to ServiceM8 that ServiceM8 did not already hold.

Outside the UK. Some of those services run outside the UK, chiefly in the United States. Each transfer relies on the safeguard in the last column.

Helping you with your customers’ rights. If a customer asks you for a copy of what you hold, or for it to be deleted:

A copy: Setup and settings, Your data, Download everything. It holds every job and everything on it
Delete: switch the job’s link off, then Delete for good. It removes the job, its timeline, the customer’s answers and any photo
Stop the page being seen: switch the link off. It stops working at once, wherever it was forwarded

Anything those cannot do, ask TurnUp and it will help.

Helping you with your own duties. TurnUp will give you what it knows to help with security, a breach, a data protection impact assessment, or a question from the ICO.

Information and audits. TurnUp will answer your questions about how your customers’ details are handled and show you the evidence, and will co-operate with an audit you reasonably ask for. Most of the evidence is written into the product’s own code and checks.

3. If something goes wrong

If TurnUp becomes aware of a breach affecting your customers’ details, it will tell you without undue delay (Article 33(2)), by email and on your dashboard, with what it knows at the time and more as it learns it:

What happened, and when
Which jobs and which details
What it is likely to mean for the people affected
What TurnUp has done and is doing about it, and who to talk to

That is so you can meet your own duty, where one applies, to tell the ICO within 72 hours of becoming aware (Article 33(1)), and to tell the customers affected where the risk to them is high (Article 34).

4. How long things are kept

Deleted automatically 12 months after the job is marked Job done, with its timeline, the customer’s answers and any No one home record. A job reopened and finished again starts the 12 months again. A job never marked Job done is kept until you delete it.
Apple Wallet registrations for a deleted job are kept up to 30 days, so the phone can be told to remove the card. They hold no name or address.
A sweep runs once a day and deletes whatever has come due.
Copies in the database provider’s restore history age out on its own schedule: no more than 30 days on any Neon plan.

5. When you stop

Either of us can stop at any time (trade terms). When you do, it is your choice whether TurnUp returns your customers’ details or deletes them:

Return. Download everything gives you one file with:

Every job: the customer’s name, address, phone and job, every stage and note with its time, the hours and who agreed them, and everything the customer answered
No one home records, with their photos
Your private note on each job (the one only you see)
TurnUp’s own job number (TU-0042) on each job that has one
Problems households reported to you: the message, owner says, the photos and your replies
Your profile: name, photo, van, booking terms, review link and settings
Which jobs follow ServiceM8, and the emails sent to customers when no notification landed
Your trade’s own rows on household cards, and the lines you wrote on households’ Home Records (items you checked or fitted, what you logged)
The “when are you coming?” calls you logged, with their time and job
Your phones and Face ID by name and date, and your roadmap votes

Delete. Delete account, under Setup and settings, Your data, removes straight away:

Every job and everything on it: timeline, the customer’s answers, your private notes, TurnUp’s job numbers, No one home records and photos, the van’s last position and the arrival record
Every customer link, switched off at once (a forwarded link stops working)
Every Wallet card for those jobs: Apple Wallet is told the card is dead and removes it; a Google card is expired
Your profile, photo, van, booking terms and settings, the live map switch and your routing key
Your phones registered for nudges
Your ServiceM8 authorisation, the job links and the email record
Your trade’s rows on household cards, the calls you logged, and your roadmap votes
Every problem reported to you, with its photos and your replies

Copies in the database provider’s restore history then age out as section 4 says. If you stop without deleting, the retention timetable in section 4 still runs, and you can ask TurnUp to delete everything at any time.

Contact

privacy@getturnup.com

Sources for the law on this page: UK GDPR Article 28, Article 33, Article 34, and the ICO’s guide to controller-processor contracts.