Last updated: September 7, 2026
This notice explains what personal data Lux Services ("Lux", "we") collects when you use the Lux platform and app, why, who we share it with, and the rights you have. It is issued under Mexico's Federal Law on the Protection of Personal Data Held by Private Parties. Lux Services, based in Mexico City, is responsible for your data. You can reach us at support@lux.mx.
1. What we collect
Everyone
- Account details: name, email, phone number, password (stored encrypted), profile photo if you add one, and your language.
- If you sign in with Google: your name, email and profile photo from your Google account.
- Device and usage data: device type, browser, IP address, pages visited, actions in the app, and error reports.
Customers
- The address where the service takes place and, if you allow it, your device's location to suggest nearby providers.
- Booking details: service, date, time, home size, extras, notes, photos you attach, and whether there are pets in the home.
- Payment data: card brand, last four digits and expiry, and a token from Stripe. Stripe collects your full card details directly; Lux never sees or stores them.
- Reviews you write, and messages you send through the Platform.
Providers
- Identity documents: INE or driver's licence (front and back) or passport photo page, and a selfie holding the document. These are used only for verification.
- Base address, service areas, schedule, rates, services offered, profile text and photos, and business name if you have one.
- Payout account data, collected by Stripe under Stripe's privacy policy. Lux receives confirmation that the account is active and a partial identifier, not your bank details.
- Job records: bookings accepted, completed and cancelled, weights and hours recorded, earnings and payouts, and ratings received.
We do not collect data on health, religion, political opinions, sexual orientation or other sensitive categories, and we ask you not to include them in notes or messages.
2. Why we use it
Purposes needed to provide the service:
- Create and manage your account, and sign you in.
- Show customers available providers, and show providers the jobs they are asked to do.
- Place holds, charge payments, issue receipts and refunds, and pay providers.
- Send booking confirmations, reminders, price change approvals and other transactional messages by email, SMS, WhatsApp and in-app notification.
- Verify providers' identity and approve or reject them.
- Answer support requests and resolve disputes.
- Prevent fraud and abuse, keep the Platform secure, and meet legal and tax obligations.
Other purposes (you can opt out at any time by writing to support@lux.mx, without affecting the service):
- Measure how the Platform is used, to improve it.
- Send you news about Lux services and offers.
3. Who we share it with
- Between customers and providers. A provider who accepts a job sees the customer's name, address, phone number, notes, photos and pets information, for that job only; after the job, the exact address and phone number are hidden. Customers see the provider's first name and last initial, photo, profile, reviews, service areas and rates. Neither side receives the other's email.
- Service providers that process data for us, under contracts that limit them to our instructions: Stripe (payments and payouts), Supabase (database and file storage), Vercel (hosting), Google (sign-in, maps and address lookup), SendGrid (email), Twilio (SMS), Meta (WhatsApp support messages), Sentry (error reporting) and Statsig (usage analytics).
- Authorities, when the law requires it or to protect the rights and safety of users.
- A buyer or successor, if Lux is sold or merged, under this same notice.
We do not sell personal data. Outside these cases, we do not transfer your data to third parties without your consent.
4. International transfers
Some of these providers store data outside Mexico, mainly in the United States. We only use providers that commit to protecting the data at a level consistent with Mexican law, and we transfer only what each service needs.
5. How long we keep it
- Account data: while your account is open, and up to 12 months after you close it, unless a dispute or a legal obligation requires longer.
- Booking, payment and payout records: 5 years, for tax and accounting obligations.
- Identity documents and selfies: until verification is complete plus 12 months, after which they are deleted; a record that verification was completed is kept.
- Usage and error data: 13 months.
6. Your rights
You can ask us at any time to:
- Access the personal data we hold about you.
- Correct data that is inaccurate or incomplete.
- Delete data when it is no longer needed for the purposes above or you withdraw consent, unless we must keep it by law.
- Object to a specific use of your data.
- Withdraw consent for the optional purposes, or for all processing (which means closing your account).
- Limit the use or disclosure of your data.
Write to support@lux.mx with your name, the email on your account, what you are asking for, and a copy of an identity document so that we can confirm it is you. We reply within 20 business days and, when we agree, act within 15 business days after that. To close your account, write to the same address. If you are not satisfied with our answer, you may file a complaint with the federal data protection authority.
7. Security
Data is transmitted over encrypted connections and stored on infrastructure with access controls, encryption at rest and activity logs. Access inside Lux is limited to the people who need it for their work. No system is completely secure; if a breach affects your data, we tell you and the authorities as the law requires.
8. Cookies and analytics
The Platform uses cookies and similar technologies to keep you signed in, remember your language and preferences, and measure usage. You can block cookies in your browser; the Platform may then not work correctly. We do not use advertising cookies from third parties.
9. Minors
The Platform is for people aged 18 and over. We do not knowingly collect data from minors; if we learn that we have, we delete it.
10. Changes to this notice
We may update this notice. The current version is always at lux-services.com/privacy-policy, with the date at the top. If a change affects how we use your data in a significant way, we tell you by email or in the app.
11. Contact
Lux Services, Mexico City. Email support@lux.mx.