Privacy Policy

NEMAPP FINANCIAL ULC, doing business as Servio, 700 W Georgia St, Suite 2200, Vancouver, BC V7Y 1K8, Canada, operates Servio Business and Servio Restaurant. This policy explains what we collect, why, who we share it with, and what you can ask us to do about it.

1. Two roles, and why the difference matters

Servio handles personal information in two distinct capacities, and your rights depend on which one applies.

As a controller, for people who sign up for Servio: business owners, managers and staff with a Servio login. We decide what to collect and why. This policy governs that information.

As a processor, for information our customers put into Servio about their customers, guests, diners and employees. A restaurant’s guest list belongs to the restaurant, not to us. We process it on that business’s instructions, we do not use it for our own purposes, and we do not sell it. If you are a diner or client and want your information corrected or deleted, contact the business you dealt with. If you contact us, we will pass the request on.

2. What we collect about Servio account holders

Account and identity: name, email, phone, password hash, business name, address, time zone, and the role each person holds.

Billing: subscription plan, billing status, invoices and the last four digits and brand of the card on file. Full card numbers are held by Stripe, never by us.

Usage and device: pages viewed, features used, IP address, browser and device type, approximate location derived from IP, timestamps, and error diagnostics. We use this to keep the service working, investigate abuse, and decide what to build.

Support: the content of messages you send us.

Cookies and similar technologies: a session cookie that keeps you signed in, and preference storage in your browser. See section 9.

3. What our customers store in Servio about other people

Depending on the product and how it is configured, this can include: customer and guest names, contact details, addresses, booking and reservation history, order and dining history, spend, dietary preferences and allergy notes a guest has disclosed, loyalty balances, free-text notes written by staff, marketing consent status, and employee records such as roles, shifts, clock-in times and tip allocations.

We hold this on behalf of the business. Our customers decide what to collect and are responsible for having a lawful basis and for telling the people concerned.

We never receive full payment card numbers, expiry dates or security codes — in either product, on any device, including card terminals and Tap to Pay. Those go directly to Stripe.

4. Why we use it

To provide the service and the features you turn on; to authenticate you and keep accounts secure; to take payment for your subscription; to send transactional messages about your account; to provide support; to detect, investigate and prevent fraud and abuse; to produce aggregated, de-identified statistics about how the service is used; to meet legal, tax and accounting obligations; and, where you have not opted out, to send occasional product news.

Where the GDPR or UK GDPR applies, our lawful bases are: performance of a contract; our legitimate interests in securing, supporting and improving the service; consent where we ask for it; and compliance with legal obligations.

5. AI features

Some features use AI models to draft text, summarise your own data, or suggest an answer. Where a third-party model provider is used, content is sent for processing under agreements that prohibit using it to train their models.

We do not use your customers’ or guests’ personal information to train models. AI output is a draft for you to review; it can be wrong, and allergen and nutrition information is never generated.

6. Who we share it with

We share personal information only with service providers who need it to make Servio work, under contracts that limit what they may do with it.

Connected payment accounts. When you switch card payments on, a Stripe connected account is created in your business’s name. The identity details Stripe needs to open it — your legal name, date of birth, government identifiers, identity documents and bank account details — are collected by Stripe’s own form, embedded in our page. They go from your browser to Stripe. Servio does not see, receive or store them. What we do hold is what we need to run the account on your behalf: the account identifier, whether charges and payouts are enabled, what Stripe still needs from you, and the transactions, refunds, disputes and balances that belong to your restaurant. We also keep a record of your acceptance of the payment terms — the version, the wording shown, the name typed, the time and the address it came from — because that is what makes the agreement provable. Stripe processes your information as an independent controller under its own privacy policy. Nothing in this policy changes who is responsible for refunds, chargebacks or negative balances; that is in the Terms.

Stripe — payment processing, connected accounts, card terminals and payouts. Vercel — application hosting. DigitalOcean — managed database hosting for Servio Restaurant. Email and SMS providers — delivering messages you and we send. Anthropic — AI features. Delivery marketplaces such as Uber Eats and DoorDash, where you connect them, receiving the menu and order data required to operate that channel. Reservation and accounting platforms you choose to connect.

We also disclose information where required by law, to respond to a valid legal request, to enforce our terms, or to protect the rights and safety of users and the public. If Servio is involved in a merger, acquisition or sale of assets, information may transfer as part of that transaction; we will give notice before it becomes subject to a different policy.

We do not sell personal information, and we do not share it for cross-context behavioural advertising.

7. International transfers

Servio is operated from Canada and uses providers in Canada, the United States and the European Union. Where personal information moves out of your region, we rely on recognised safeguards such as the European Commission’s Standard Contractual Clauses, the UK Addendum, or an adequacy decision.

8. How long we keep it

Account and business records are kept while your account is active. After you cancel, you can export for 30 days, after which we delete or de-identify on our normal schedule. Financial and tax records are kept for the period the law requires, generally seven years. Security and audit logs are kept for up to 24 months. Backups age out on their own cycle, normally within 35 days. Support messages are kept for up to three years.

9. Cookies and local storage

We use a strictly necessary session cookie to keep you signed in, and browser storage for interface preferences such as a remembered tab or a collapsed panel. We do not run third-party advertising trackers or sell data to ad networks. Blocking the session cookie will stop you being able to sign in.

10. Security

Data is encrypted in transit with TLS and at rest by our hosting and database providers. Passwords are stored hashed, never in plain text. Access to production data is limited to people who need it, over authenticated connections, against databases that require certificate verification. Each business’s data is isolated, and every request is checked against the account that made it before any record is returned.

No system is perfectly secure. If a breach affects your personal information we will notify you and the relevant regulator as required by law and without undue delay.

11. Your rights

Depending on where you live, you may have the right to access the personal information we hold about you; to correct it; to delete it; to object to or restrict processing; to receive it in a portable format; to withdraw consent at any time; and not to be discriminated against for exercising a right.

In the EU and UK these come from the GDPR. In California, the CCPA and CPRA give rights to know, delete, correct, and opt out of sale or sharing — and, as stated above, we do not sell or share. In Canada, PIPEDA gives rights of access and correction. In Quebec, Law 25 adds rights to portability and to be informed of automated decisions.

To exercise a right, email privacy@servio.app. We will verify your identity and respond within the period the law allows — 30 days in most cases. If you are a diner, client or employee of a business that uses Servio, send your request to that business; we act on their instructions.

If you are unhappy with our response you may complain to your data protection authority, including the Office of the Privacy Commissioner of Canada, the UK Information Commissioner’s Office, or your EU supervisory authority.

12. Children

Servio is a tool for businesses and is not directed at children. We do not knowingly collect personal information from anyone under 16. If you believe a child has given us information, contact us and we will delete it.

13. Automated decision-making

We do not make decisions producing legal or similarly significant effects about you solely by automated means. AI features in Servio produce drafts and suggestions that a person reviews.

14. Changes to this policy

We may update this policy. For material changes we will give notice by email or in the product before they take effect, and we will update the date at the top.

15. Contact

Privacy questions: privacy@servio.app. Anything else: support@servio.app. Post: NEMAPP FINANCIAL ULC, 700 W Georgia St, Suite 2200, Vancouver, BC V7Y 1K8, Canada.