Privacy Policy

This Privacy Policy explains how Bespoke Grand Synergy Ltd (“Plug”, “we”, “us” or “our”) handles personal data when you use the Plug mobile app and the website at plugng.io (together, the “Service”). Plug is a marketplace that connects people who need local services with the providers who offer them across Nigeria.

By using the Service you agree to the practices described here. If you do not agree, please do not use the Service.

1. Who we are

Bespoke Grand Synergy Ltd is the data controller responsible for your personal data. We are based in Abuja, Nigeria. For any privacy question or request, contact us at support@plugng.io.

2. Data we collect

We collect only the data we need to run the Service. What we collect depends on whether you use Plug as a customer, a provider, or both.

Data you give us

Category	Examples
Account	Email address and phone number (used to sign in with a one-time code), and your name.
Profile	Display name, bio, profile photo, and the cities and service radius a provider covers.
Provider verification (KYC)	For providers only: a government ID, a selfie, and where relevant proof of address and proof of business. Used to verify identity before a provider goes live.
Portfolio	Photos of work samples that providers choose to upload.
Payout details	For providers only: bank account number and bank, used to pay out earnings. The account holder name is confirmed with our payments partner.
Bookings & messages	Booking details, in-app chat messages, ratings and reviews you leave or receive.
Trust & safety	Reports you submit about another user, including any description and evidence images you attach.
Support	Messages you send us by email, in-app chat or WhatsApp.

Data we collect automatically

Category	Examples
Device & usage	Device type, operating system, app version, and basic diagnostic and crash information used to keep the app working.
Approximate location	The city or area you select or search in, so we can show nearby providers. We do not track your precise background location.
Push tokens	A notification token so we can send you booking and account alerts, if you allow notifications.

Payments

When you pay in-app, your card and payment details are collected and processed directly by our third-party payments partner on their own secure systems. Plug does not receive or store your full card number. We keep a record of the transaction (such as amount, status and a payment reference) to manage your booking.

3. How we use your data

We use personal data to:

• Create your account and sign you in securely with a one-time code;
• Let customers find, book and message providers, and let providers manage their services, availability and jobs;
• Verify provider identity and eligibility (KYC) to keep the marketplace safe;
• Process in-app payments and provider payouts;
• Send you booking updates, reminders and account notifications;
• Show ratings and reviews, and investigate reports, disputes and no-shows;
• Provide customer support and respond to your requests;
• Detect, prevent and address fraud, abuse and security issues;
• Comply with our legal obligations under Nigerian law.

We do not sell your personal data, and we do not use it for third-party advertising.

4. Legal basis for processing

Under the Nigeria Data Protection Act 2023 (NDPA), we rely on: the performance of a contract with you (to provide the Service you request); your consent (for example, push notifications, which you can withdraw at any time); our legitimate interests (to keep the marketplace safe, prevent fraud and improve the Service); and legal obligations (such as record-keeping and responding to lawful requests).

5. How we share data

We share personal data only where needed to run the Service:

• Between users of a booking. When you book, the customer and provider see the information needed to complete the job — such as your name, profile, messages, and the agreed booking details. Providers' public profiles, ratings and reviews are visible to customers.
• With the service providers we rely on to run Plug — such as our hosting, cloud database and storage, email delivery, payments and push-notification providers — who process data only on our behalf, under contract, and only as needed to provide their service to us.
• For legal and safety reasons — to comply with the law, enforce our terms, or protect the rights, property or safety of Plug, our users or the public.
• In a business transfer — if Plug is involved in a merger, acquisition or sale of assets, data may be transferred as part of that transaction.

6. How long we keep your data

We keep personal data for as long as your account is active and for as long as we need it for the purposes in this policy. After you delete your account, we remove or anonymise your data within a reasonable period, except where we must keep certain records longer — for example, transaction and KYC records we are required to retain for legal, tax or fraud-prevention reasons.

7. How we protect your data

We use technical and organisational measures to protect your data, including encryption in transit, encrypted storage of sensitive files, access controls, and one-time-code sign-in (we never store a reusable password). No system is perfectly secure, but we work to protect your information and to respond promptly to any incident.

8. Your rights

Subject to Nigerian data protection law, you have the right to:

• Access the personal data we hold about you;
• Correct data that is inaccurate or incomplete;
• Delete your data (see the next section);
• Object to or restrict certain processing;
• Withdraw consent you have given (such as push notifications);
• Request a copy of your data in a portable format;
• Lodge a complaint with the Nigeria Data Protection Commission (NDPC).

To exercise any of these rights, email support@plugng.io. We may need to verify your identity before acting on a request.

9. Deleting your account

You can ask us to delete your account and personal data at any time by emailing support@plugng.io from your registered email address (that's how we verify the request). We will delete or anonymise your data as described in section 6, subject to records we are legally required to keep. Full steps are on our account deletion page.

10. Changes to this policy

We may update this policy from time to time. When we make material changes, we will update the date at the top and, where appropriate, notify you in the app or by email. Your continued use of the Service after an update means you accept the revised policy.

11. Contact us

If you have any questions about this policy or how we handle your data, contact us:

Bespoke Grand Synergy Ltd
Abuja, Nigeria
Email: support@plugng.io