Privacy Policy
Servme DMCC ("Servme", "we", "us" and our affiliates) is committed to protecting your privacy. This Privacy Policy applies to our website (servmeco.com), Enterprise Subscription Service, and the tablet and mobile applications we own and operate, along with any other associated products and websites.
This Privacy Policy describes how we collect, process, and use data, and your choices regarding access to and correction of your personal information. If you do not agree with the practices described here, you should not use our websites or services.
We will post any changes to this Policy on this page. If you are subscribed to the Enterprise service, we will also notify you through the Notification app in your Servme portal. For questions, contact us at legal@servmeco.com.
By using our site or services, you agree to the terms of this Policy.
1. Use of the Enterprise Subscription Service
Servme's customers — standalone or multi-venue restaurants, event organizers, and hotel F&B ("Operators") — subscribe to Servme's reservation and CRM system to manage guest reservations ("CRM Services"). Servme provides Operators with a secure platform to input and manage reservations and guest details ("Platform") and enables them to communicate with guests through defined channels.
Operators may grant authorized employees ("Designated Users") access to the CRM Services through unique user credentials. Guests do not have access to the CRM service. All terms of this Policy apply equally to Guest and Registered User information, except where provisions are specific to one group. Operators are responsible for ensuring their employees, officers, representatives, subcontractors, and Designated Users comply with this Agreement.
Where an Operator subscribes to payment services and charges Guests in advance for reservations, events, or experiences, credit card details are not stored by Servme. Payments are processed through a third-party payment processor, subject to that processor's own policies.
2. Information We Collect
Personal Data
Personal Data refers to any information you voluntarily submit to an Operator to create or manage a reservation. This includes contact information such as your name, email address, company name, address, and phone number, as well as any preferences or profile details related to your reservation.
Where Operators use the Platform and CRM Services, the following information may be collected:
- Guest first and last name, gender, email address, and other personal details recorded in the guest profile ("Guest Profile"). Only Designated Users of an Operator may create a Guest Profile.
- Payment information, if the Operator has activated the payment service and requires the Guest to secure a reservation in advance. Payment information is not stored on Servme's servers and may be shared with Operators and third parties as set out in this Policy.
- Room booking history, linked to the Platform via the Operator's Property Management System.
- Telephone log history, linked to the Platform via the Operator's telephone network service provider.
- Purchase history, linked to the Platform via the Operator's point-of-sale system.
- Guest feedback submitted to the Operator via email or SMS.
Servme will only share the information above with the Operator at which a Guest has made a reservation. Operators cannot access guest information from other Operators, except where Operators share common corporate ownership and have elected to share such data.
Operators using the tablet and mobile app with the call log service activated should be aware that Servme will have access to all calls received and made from the device. When a call is received, Servme displays the caller's guest profile information, if available. All calls are logged in the Platform with the call duration, guest name (if available), call status (answered or missed), and whether the call resulted in a reservation. This information is never shared with other Operators or third parties.
Children's Data
Our websites are not directed at children under 13, and we do not knowingly collect information about children under 13. If you believe we have collected information about a child under 13, contact us at legal@servmeco.com and we will delete the information in compliance with applicable rules and regulations.
3. How Information Is Used
By Operators
Operators use the Platform and CRM Services to manage reservations and, with Guest permission, to communicate with Guests in accordance with the Operator's own policies. Operators may use the Platform to record purchases via POS integration and to note special requests, dietary requirements, occasions, or other relevant details that help them serve the Guest. This data belongs to the Operator, not to Servme.
Operators may send Guests an email notifying them they are in the Operator's database, with the option to unsubscribe from all promotional communications at any time. Operators subscribed to the Marketing Services may send promotional campaigns related to their events and services. Any Guest with a European telephone number is automatically opted out of all email and SMS communications by default. With Servme's updated marketing tools, Guests can choose to opt back in.
Servme regularly encourages Operators to comply with applicable data protection requirements. However, Servme is not responsible for an Operator's failure to comply with laws governing the use of Personal Data. Complaints or inquiries about how an Operator uses your information should be directed to the Operator. For further questions, contact legal@servmeco.com.
By Servme
Servme uses Personal Data to provide its services and respond to inquiries, including:
- Creating and managing Designated and Registered User accounts.
- Responding to support inquiries.
- Sending Guests confirmations, cancellations, waitlist notifications, and other communications related to their reservation.
- Sending account maintenance emails, including password resets.
- Improving the quality of our site and services.
- Sending newsletters, surveys, offers, and other promotional materials related to our services.
- Communicating changes to our Terms of Service, Privacy Policy, or other legal agreements.
- Meeting legal and regulatory requirements.
Data Anonymization
Data anonymization is the process of removing or encrypting personally identifiable information from data sets so that individuals cannot be identified. Anonymous Data refers to data that is not linked to Personal Data.
Servme may aggregate and anonymize data about Guests and Registered Users by removing identifying information. This is used solely to analyze usage patterns and improve our services and website navigation. Servme reserves the right to use Anonymous Data for any purpose and to share it with third parties at its sole discretion.
5. Compliance with This Privacy Policy
We use the information we collect only in compliance with this Privacy Policy. Customers subscribed to our CRM Services are contractually required to comply with this Privacy Policy.
We never sell Personal Information. Servme's commitment is to allow Operators to own their guest data without reselling or compromising it. Your Personal Information will never be sold to any third party.
If a Guest wishes to have Servme disclose, amend, or delete any Personal Data we hold, we will process that request in compliance with all applicable privacy laws.
6. How We Protect Your Information
Servme implements a range of security measures to protect the personal information of Operators, Designated Users, and Registered Users. Personal Data is stored on secured servers in a controlled environment, protected from unauthorized access, use, or disclosure. All transactions are processed through a certified gateway provider and are not stored on Servme's servers.
Our websites are regularly scanned for security vulnerabilities. Personal Data is held behind secured networks and is only accessible to a limited number of authorized personnel who are required to maintain its confidentiality. All sensitive information is encrypted via SSL technology. We continually monitor developments in electronic data security and implement improvements as they become available.
7. Changes to This Policy
Any changes to this Policy will comply with applicable rules and regulations. We will communicate updates periodically via email and in-platform notifications for subscribed Operators and Guests. This page will always reflect the current version of the Policy, including its effective date.
We are committed to improving our privacy practices. If you have any questions, contact us at legal@servmeco.com.
By continuing to use Servme, you acknowledge and agree to the current Terms of Service and this Privacy Policy.
To report a question, concern, or security issue, contact us at legal@servmeco.com.