Privacy Policy

When you create and use an account, we may collect and process the following information, where applicable:

• Name;
• Email address;
• Phone number;
• Account role (for example customer, provider or administrator);
• Profile photo;
• Location and service area preferences; and
• Platform preferences you choose to provide.

For provider applicants and approved providers, we may also process:

• Identity documents and identity details (for example ID type and number);
• Trade certificates and qualification documents;
• Provider details, skills, service categories, experience and service areas;
• Portfolio and work-gallery content; and
• Verification status and administrative verification information.

Private identity and verification documents are stored privately and are not publicly exposed. Access to these documents is restricted to authorised administrators through secure, signed access mechanisms.

Certain approved provider profile information may be publicly visible on the Platform so that customers can discover and evaluate providers, for example display/business name, category, location/service area, bio, skills, hourly rate, work gallery and aggregate review ratings. You should not include sensitive personal information in public profile fields.

To operate bookings we process information about service requests and jobs, including:

• Customer and provider identifiers;
• Requested service and job description;
• Service location or address;
• Preferred dates and times;
• Booking status;
• Price or quoted amount;
• Booking or job photos; and
• Cancellation and dispute information.

Booking and job photos attached by a customer remain private unless separately authorised for public use.

TrustLink processes booking-related communications sent through the Platform's messaging functionality, including message content, sender information and read status, in order to operate and support bookings and to investigate disputes where necessary.

You should not send the following through Platform messaging:

• Passwords;
• Mobile-money PINs;
• OTPs;
• Financial credentials; or
• Unnecessary sensitive documents.

During Early Access, chat image attachments use the Platform's existing upload design. You should avoid uploading highly sensitive information through chat during Early Access.

To support payment verification we process:

• Booking reference;
• Payment network (for example Orange Money or Afrimoney);
• Amount and currency;
• Transaction reference;
• Limited payer-number information, where collected (only the last four digits are stored);
• Receipt or screenshot evidence;
• Verification status; and
• Refund records, where applicable.

Payment receipts that are stored privately remain private and are accessed only through secure mechanisms.

Eligible reviews and ratings associated with completed bookings may become publicly visible alongside the relevant provider profile. Review content, reviewer name and rating may be processed and displayed for this purpose.

To investigate disputes, TrustLink may review relevant booking, communication, payment and supporting evidence. This may include messages, booking details, payment records and any evidence submitted by the parties, accessed only as necessary and by authorised personnel.

We collect technical information necessary to operate and secure the Platform, such as authentication tokens, session information and limited access logs. We do not claim that analytics or advertising tracking technologies are present unless they are actually in use.

We use personal information for legitimate Platform purposes, including:

• Account management and authentication;
• Operating the marketplace and matching customers with providers;
• Provider verification and approval;
• Booking management and scheduling;
• Communications between users;
• Payment verification;
• Reviews and ratings;
• Dispute resolution and complaints handling;
• Fraud prevention and security;
• Customer support; and
• Compliance with applicable legal and regulatory obligations.

We may share information where necessary for the operation of the Platform, including with:

• Relevant customers and providers, as part of bookings, messaging and reviews;
• Technical service providers that support Platform infrastructure;
• Payment and financial service providers, where applicable; and
• Authorised legal or regulatory authorities, where required by law.

TrustLink does not intend to sell users' personal information.

We apply protections appropriate to the information we handle, including authentication, role-based access controls, server-side authorisation, private file storage for sensitive documents, restricted administrative access and secure file-access mechanisms (such as signed access). However, no system can be guaranteed to be completely secure, and we do not guarantee absolute security.

We do not fix a single retention period for all information. We retain personal information for as long as reasonably necessary for legitimate operational, accounting, dispute-resolution, fraud-prevention, safety, compliance and legal purposes, and thereafter in accordance with applicable law.

For Early Access privacy and support requests, including account closure requests, contact us at admin@trust-link-sl.com. We will review and respond to requests in accordance with applicable law and our operational capabilities.

We process location and service-area information that you provide (for example your city or operating area). We do not claim to perform precise GPS tracking unless the Platform actually uses it.

Service providers must be at least 18 years old. We do not knowingly collect information from children who are not permitted to use the Platform. Where a specific minimum customer age has not been separately approved, customers must otherwise be legally capable of entering into the relevant transactions under applicable law.

Some technology providers that support the Platform may process or store information outside Sierra Leone. By using TrustLink you acknowledge that your information may be transferred to and processed in such locations, subject to appropriate safeguards.

Privacy and security functionality may continue to improve during Early Access. This does not reduce our responsibility to handle your personal information in accordance with this Policy and applicable law. See also our Early Access Terms.

We may update this Privacy Policy from time to time. Material changes will be communicated appropriately, and the effective date above will be revised accordingly.