Privacy Policy

1. Information We Collect

We collect: (a) account information you provide directly — name, email, business details, payment/payout details, listing content, portfolio samples, and messages exchanged on the Platform; (b) transaction information — bookings, proposals, job posts, escrow status, and dispute records; (c) verification information for Providers seeking Verified status, such as business documentation and identity checks; and (d) information collected automatically, including device/browser data, IP address, pages viewed, and cookies.

2. How We Use Information

We use your information to operate and improve ZEM; create and secure accounts; process listings, bookings, subscriptions, and job proposals; calculate and collect the 6% marketplace commission and Pro subscription fees; hold and release escrowed payments; run identity/business verification for the Verified by ZEM badge; detect fraud and enforce our Terms of Service; resolve disputes between Customers and Providers; and communicate with you about your account, transactions, and policy updates.

3. Payment Data & Financial Processing

ZEM does not store full payment card numbers. All card, Apple Pay, and Google Pay transactions are processed by our payment processor, Stripe, which receives the information necessary to process payments, hold funds in escrow per milestone, calculate the 6% commission deducted from every transaction, and issue Provider payouts and Customer refunds. When a Provider creates a milestone-based contract (project price, milestone descriptions, percentages, and dates) and a Customer accepts it, we store that contract and its milestone schedule to process each milestone's billing and escrow release on schedule. Stripe's use of your data is governed by Stripe's own privacy policy. We retain transaction metadata (amounts, dates, commission taken, dispute outcomes) for accounting, tax, and legal-compliance purposes.

4. Sharing of Information

We share information: with the other party to a transaction (e.g., a Customer's project brief is shared with the Provider they hire, and vice versa); with Stripe and other payment/fraud-prevention partners; with service providers who help us operate the Platform (hosting, analytics, customer support tooling); when required by law, subpoena, or to protect the rights and safety of ZEM, our users, or the public; and in connection with a merger, acquisition, or sale of assets. We do not sell your personal information to third parties for their own marketing purposes.

5. Cookies & Tracking

We use cookies and similar technologies to keep you signed in, remember search/filter preferences, and understand how the Platform is used so we can improve it. You can control cookies through your browser settings; disabling them may limit some Platform functionality.

6. Data Retention

We retain account and transaction data for as long as your account is active and for a period afterward as required for tax, accounting, dispute, and legal-compliance purposes (typically up to 7 years for financial transaction records). Messages related to an open dispute are retained until the dispute is resolved and the applicable retention period has passed.

7. Data Security

We use industry-standard technical and organizational safeguards — including encryption in transit, access controls, and reliance on PCI-compliant payment processing via Stripe — to protect your data. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

8. Your Rights & Choices

You may access, correct, export, or request deletion of your account information at any time by contacting us, subject to our right to retain transaction and financial records as required by law. Providers may deactivate listings at any time; deactivation does not delete historical transaction records tied to completed jobs.

9. International Users

ZEM serves Customers and Providers globally. By using the Platform, you consent to your information being processed and stored in countries other than your own, which may have different data protection laws than your jurisdiction.

10. Children's Privacy

ZEM is not directed to individuals under 18, and we do not knowingly collect personal information from them. If we learn a minor has created an account, we will terminate it.

11. Changes to This Policy

We may update this Privacy Policy periodically to reflect changes to our practices or for legal reasons. We will post the updated policy with a new "Last updated" date; continued use of ZEM after changes take effect constitutes acceptance.

12. Contact

Privacy questions or data requests can be sent to support@zemmarketplace.com.