Privacy Policy

eSerbisyo ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our platform, eSerbisyo.com, and related services (collectively, the "Services").

We comply with the Philippine Data Privacy Act of 2012 (Republic Act No. 10173) and its Implementing Rules and Regulations, as well as applicable international standards. By using our Services, you agree to the collection and use of information in accordance with this policy.

We collect the following categories of personal information:

• Account & Identity Data: Name, email address, phone number, barangay, city/municipality, province/region, role (Admin/Staff/Super Admin), MFA status.
• Document Request Data: Applicant name, email, form responses, uploaded verification files (selfie, valid ID), tracking numbers, status, timestamps, PDF download tokens.
• Resident Directory Data (Grow/Scale plans): Household composition, resident demographics, contact details, emergency contacts, photos.
• Ambulance Booking Data (Grow/Scale plans): Pickup/drop-off locations, patient details, medical category, dispatch logs, unit assignments, completion status.
• Technical & Usage Data: IP address, browser/user agent, device info, access timestamps, feature usage, error logs, audit trail events.
• Communication Data: Contact form submissions, inquiry type, messages, email correspondence, newsletter opt-in status.

We process personal data for the following lawful purposes:

• Service Delivery: Process document requests, generate QR-coded PDFs, manage approval workflows, send email notifications, enable walk-in mode, provide QR verification.
• Account Management: Authenticate users, enforce MFA, manage roles/permissions, maintain tenant isolation.
• Security & Fraud Prevention: Turnstile bot protection, MFA enforcement, audit logging, anomaly detection, rate limiting.
• Service Improvement: Analytics (KPI dashboards), feature usage tracking, bug fixing, performance monitoring.
• Communication: Transactional emails (approval, rejection, download links, ambulance status), inquiry responses, optional newsletter (opt-in only).
• Legal Compliance: Audit trails for DILG/local government requirements, data retention policies, lawful basis documentation.

We do not sell your personal data. We share data only with the following categories of recipients, each bound by contractual data processing agreements:

• Appwrite Cloud (Primary Infrastructure): Hosts all databases, authentication, storage, functions, and real-time APIs. Data resides in Appwrite's SOC 2 Type II certified infrastructure. Appwrite Security
• Brevo (Transactional Email): Sends approval, rejection, download, and ambulance notification emails. We share only sender/recipient email, name, and email content. No document content or resident data is shared with Brevo. Brevo Privacy Policy
• Cloudflare Turnstile (Bot Protection): Verifies human interaction on forms (submit, download, track, login, contact). Only the challenge token and IP are processed; no personal data is stored by Cloudflare beyond the verification session. Cloudflare Privacy Policy
• Custom PDF Conversion Service (Azure VM): PDF generation uses a self-hosted conversion service running on a dedicated Microsoft Azure virtual machine owned and controlled by us. No third-party SaaS (e.g., CloudConvert) processes document content. The VM is isolated, encrypted, and accessed only via private network from our Appwrite Functions. Document content never leaves our controlled infrastructure.

We do not share data with advertising networks, data brokers, or analytics platforms beyond what is listed above.

We retain personal data only as long as necessary for the purposes described in this policy, or as required by law.

• Document Requests: 7 years from approval/rejection (configurable per barangay policy), then anonymized or deleted.
• Verification Files (Selfie/ID): Deleted immediately after PDF download, or 90 days after request completion if never downloaded.
• Ambulance Requests: 7 years from completion/cancellation.
• Resident Directory: Retained while barangay subscription is active; deleted within 90 days of contract termination.
• Audit Logs: 7 years (configurable).
• Account Data: Retained while account is active; deleted within 90 days of deletion request.
• Backups: Encrypted backups retained for 30 days; purged thereafter.

You may request deletion of your data at any time (see "Your Rights" below). The cleanup-pdfs Appwrite Function runs hourly to enforce retention policies automatically.

We implement appropriate technical and organizational measures to protect personal data:

• Encryption: TLS 1.2+ in transit; AES-256 at rest (Appwrite-managed). PDF downloads served over HTTPS with one-time tokens.
• Access Control: Role-based access (Super Admin / Barangay Admin / Staff / Citizen), tenant isolation at database level, MFA enforced for all staff actions.
• Authentication: Appwrite Account with email/password + optional TOTP MFA. Session cookies are HttpOnly, Secure, SameSite=Lax.
• Bot Protection: Cloudflare Turnstile on all public forms (submit, download, track, login, contact).
• Audit Logging: All admin actions logged with actor, timestamp, entity, and metadata. Immutable append-only store.
• Vulnerability Management: Dependencies scanned via npm audit; Appwrite handles infrastructure patching.
• Incident Response: Breach notification within 72 hours per NPC Circular 16-03; coordinated with Appwrite and affected tenants.

Under the Data Privacy Act of 2012, you have the following rights:

• Access: Request a copy of your personal data.
• Rectification: Correct inaccurate or incomplete data.
• Erasure: Request deletion (subject to legal retention).
• Restriction: Limit processing in certain circumstances.
• Portability: Receive your data in a structured, machine-readable format.
• Objection: Object to processing for direct marketing or legitimate interests.
• Complaint: Lodge a complaint with the National Privacy Commission (NPC).

To exercise these rights, email privacy@eserbisyo.com or use the contact form. We respond within 15 business days per NPC guidelines. Identity verification may be required.

Our Services are not directed to children under 13 (or the applicable age of digital consent in the Philippines). We do not knowingly collect personal information from children. If you believe we have collected data from a child without parental consent, contact us immediately.

Appwrite Cloud may process data in regions outside the Philippines (e.g., Singapore, US, EU) depending on the project region selected. Appwrite ensures adequate safeguards via Standard Contractual Clauses (SCCs) and/or adequacy decisions. Our custom Azure VM for PDF conversion is deployed in a region you select (default: Southeast Asia).

We may update this Privacy Policy to reflect changes in our practices or legal requirements. Material changes will be communicated via email and a prominent notice on our website. The "Last Updated" date at the top indicates the most recent revision.

For questions, concerns, or to exercise your rights:

• Email: privacy@eserbisyo.com
• General inquiries: support@eserbisyo.com
• Contact form: /contact

Data Protection Officer (DPO): Rodney Dela Cruz — dpo@eserbisyo.com