Privacy Policy

1. Introduction

This Privacy Policy explains how Superforward, Inc. d/b/a Marco ("Marco," "HelloMarco," "we," "us," or "our") collects, uses, discloses, and protects personal information when you use our websites, applications, communications infrastructure, payment features, relocation features, reservation tools, provider operations tools, SMS programs, and related services (collectively, the "Platform").

This Privacy Policy applies to Marco's Platform. It does not apply to the separate privacy practices of independent third-party service providers, properties, agents, employers, payment processors, wireless carriers, app stores, or other third parties that may interact with you outside the Platform.

2. Marketplace Platform And Provider Services

Marco operates a digital marketplace, software platform, communications infrastructure, and payment technology that enables users to submit requests, review available Provider responses, communicate about, pay for, and manage moving, delivery, relocation, home services, and related services offered and performed by independent third-party service providers ("Providers").

Providers may independently review and accept Reservation Requests through Marco's Platform, including through provider-facing tools or loadboard-style workflows. When a Provider accepts, evaluates, confirms, performs, supports, or documents a requested service, Marco may share information reasonably needed for that Provider to perform those functions.

Marco may also provide apartment, building, property, employer, relocation, payment, communication, support, and AI-assisted concierge tools. These tools help operate the Platform and do not make Marco the provider of the underlying moving, delivery, transportation, real estate, or other third-party services
unless Marco is expressly identified as the service provider.

3. Information We Collect

We may collect the following categories of information.

Information You Provide

We collect information you provide directly, including:

• name
• email address
• phone number
• pickup, delivery, service, billing, and mailing addresses
• move dates, service windows, inventory, photos, videos, notes, access instructions, elevator details, parking details, COI information, building rules, property information, and relocation preferences
• account login, profile, authentication, and communication-preference information
• payment method details processed by our payment processors
• communications with Marco, Providers, support teams, agents, properties, employers, relocation partners, or other parties through the Platform
• ratings, reviews, feedback, property or building information, support requests, claims-support information, and dispute information
• SMS opt-in, opt-out, START, HELP, STOP, consent, and message-event records
• information you provide to AI-assisted support, concierge, or automation features

For Providers, we may also collect business, onboarding, compliance, license, insurance, vehicle, equipment, personnel, payment, tax, background-check, identity-verification, service-area, pricing, availability, and service performance information.

Information Collected Automatically

When you use the Platform, we may collect:

• IP address
• device identifiers
• browser, operating system, app, and device information
• pages viewed, buttons clicked, referring URLs, search queries, and usage events
• approximate location from IP address
• precise location if you enable location permissions
• cookie, pixel, SDK, analytics, advertising, and similar tracking data
• message metadata, call metadata, delivery status, timestamps, consent logs, and support logs
• fraud-prevention, payment-risk, and security signals

Information From Third Parties

We may receive information from:

• Providers
• payment processors
• identity-verification, fraud-prevention, and background-check vendors
• communications, telecommunications, messaging, call, and email providers
• analytics, attribution, and advertising partners
• public sources, property websites, and third-party property-data providers
• property managers, leasing offices, agents, employers, relocation partners, sponsors, and corporate-relocation administrators
• customers, authorized representatives, support contacts, and other users

4. How We Use Information

We use information to:

• operate, maintain, secure, and improve the Platform
• receive, validate, display, route, and support Reservation Requests and other customer service requests
• enable Providers to independently evaluate, accept, confirm, communicate about, perform, document, and support services
• calculate, display, process, route, refund, reconcile, and audit payments, Provider Charges, Marco Fees, credits, and sponsor-funded benefits
• administer cancellations, deposits, refunds, rescheduling requests, and related reservation changes in accordance with Terms of Service, Cancellation Policy, and applicable Provider policies
• provide reservation, move, delivery, pickup, payment, support, safety, verification, claims-support, and relocation updates
• facilitate communications among customers, Marco, Providers, agents, properties, employers, relocation partners, and support teams
• verify identity, eligibility, accounts, payments, Provider credentials, licenses, insurance, service quality, and compliance information
• detect, prevent, investigate, and respond to fraud, misuse, safety issues, chargebacks, payment disputes, unauthorized transactions, legal claims, and policy violations
• provide customer-support, claims-routing support, quality assurance, marketplace participation standards, and voluntary support programs
• provide apartment, building, property, relocation, employer, and move-readiness information
• operate AI-assisted support, concierge, automation, analytics, and internal workflow tools
• send transactional, informational, and customer-care communications by email, phone, SMS, MMS, push notification, app message, or other channels
• send marketing communications where permitted by law and your choices
• measure advertising, understand Platform usage, and improve marketing
• create aggregated, de-identified, or anonymized insights
• comply with legal, tax, accounting, regulatory, safety, dispute-resolution, and contractual obligations

5. How We Share Information

We may share information as described below.

Providers

When a Provider accepts, evaluates, confirms, performs, supports, or documents a requested service, we may share information reasonably needed for that service, including customer name, service addresses, access instructions, inventory, photos, service details, building information, communication history, payment status, support information, and claims-support information.

Providers may use this information only as permitted by their agreements with Marco, their own customer agreements, and applicable law.

Service Providers And Vendors

We may share information with vendors that help us operate the Platform, such as payment processors, cloud hosting providers, fraud-prevention vendors, identity-verification vendors, customer-support tools,
communications providers, telecommunications providers, messaging platforms, email providers, transcription providers, AI-service providers, data-security vendors, and professional advisors.

These vendors may use information only to provide services to Marco or as otherwise permitted by law and contract. They are not permitted to use mobile information, text messaging originator opt-in data, or SMS consent records for their own marketing or promotional purposes.

Properties, Agents, Employers, Sponsors, And Relocation Partners

If you interact with a property, agent, employer, relocation partner, sponsor, corporate-relocation administrator, or similar third party through the Platform, or if a third party funds or supports a benefit, credit, relocation program, or service request, we may share information reasonably needed to verify eligibility, provide the requested benefit, support the relocation, coordinate service, administer the program, prevent fraud, or comply with applicable law.

Marco does not share SMS opt-in consent records or text messaging originator opt-in data with these parties for their own marketing or promotional purposes.

Legal, Safety, Compliance, And Business Transfers

We may share information when we believe it is necessary to comply with law, respond to legal process, enforce our Terms, protect rights, safety, security, or property, investigate fraud or misuse, resolve disputes, support insurance or claims processes, or complete a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar business transaction.

6. SMS, Mobile Information, And Messaging Consent

Marco may send transactional, informational, customer-care, and verification text messages related to your account, identity verification, Reservation Requests, Provider acceptance, scheduling, pickup, delivery, service coordination, payments, receipts, support, safety, claims support, and related Platform activity. Where permitted and only with appropriate separate consent, Marco may also send marketing or promotional text messages.

Message frequency varies based on your interactions with Marco, your account, your active requests or reservations, Provider acceptance, service status, support activity, verification activity, and your communication preferences. Standard message and data rates may apply.

You can opt out of text messages by replying STOP. You can request help by replying HELP. Additional SMS terms are available at:

https://hellomarco.com/sms-terms-privacy

Marco does not sell, rent, loan, trade, lease, or otherwise transfer for profit mobile numbers, text messaging originator opt-in data, or SMS consent records.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes.

The categories above exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties for marketing or promotional purposes.

Marco may use telecommunications providers, messaging platforms, cloud hosting providers, security vendors, customer-support vendors, and related service providers to send, receive, route, store, secure, audit, maintain, and manage text messages. Those service providers may process mobile information solely to provide and operate messaging services for Marco and not for their own marketing or promotional purposes.

Text messages and related metadata sent through Marco may be collected, stored, reviewed, transcribed, and used for Platform operations, safety, fraud prevention, quality assurance, customer support, claims support, dispute resolution, policy enforcement, and legal or regulatory compliance.

Communications data is retained only as long as reasonably necessary for these purposes and may thereafter be deleted, aggregated, or anonymized in accordance with Marco's data-retention practices and applicable law.

7. Cookies, Analytics, Advertising, And Tracking

We may use cookies, pixels, SDKs, local storage, analytics tools, advertising tools, attribution tools, and similar technologies to operate the Platform, remember preferences, understand usage, improve services, prevent fraud, measure campaigns, and show or measure advertising.

Some analytics or advertising activities may be considered "sharing" or "selling" personal information under certain state privacy laws. Where required, you may opt out of targeted advertising, sharing, or sale by using the controls provided on the Platform or by contacting us.

We honor legally required opt-out preference signals, such as Global Privacy Control, where required by applicable law.

8. Your Privacy Rights

Depending on your location, you may have rights to:

• access personal information we maintain about you
• correct inaccurate personal information
• delete personal information
• receive a copy of certain personal information
• opt out of targeted advertising, sale, or sharing
• limit use or disclosure of sensitive personal information where applicable
• withdraw consent where processing is based on consent
• appeal a denied privacy request
• use an authorized agent where required by law

To exercise privacy rights, contact us at [email protected]. We may verify your identity before processing your request. We will not discriminate against you for exercising privacy rights, but some Platform features may require certain information to operate.

You may opt out of marketing emails by using the unsubscribe link in the email.

You may opt out of marketing text messages by replying STOP.

9. Data Retention

We retain personal information for as long as reasonably necessary to operate the Platform, provide services, maintain accounts, process transactions, manage Provider and customer records, resolve disputes, support claims, comply with legal, tax, accounting, transportation, SMS, and regulatory obligations, enforce agreements, prevent fraud, maintain security, and protect legal rights.

Retention periods vary based on the type of information, the reason it was collected, legal requirements, and operational needs. We may anonymize, aggregate, or de-identify information and use it in a form that does not reasonably identify you.

Certain information may be retained longer where required by law, dispute resolution needs, fraud prevention, safety obligations, or legitimate business purposes.

10. Security

We use administrative, technical, and physical safeguards designed to protect personal information. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

You are responsible for keeping account credentials secure and for using secure devices and networks when accessing the Platform.

11. Children

The Platform is intended for users who are at least 18 years old. We do not knowingly collect personal information from children under 13. If we learn that we collected information from a child under 13, we will take reasonable steps to delete it.

12. International Processing

Marco is based in the United States. We and our vendors may process, transfer, and store information in the United States and other locations where privacy laws may differ from the laws where you live.

13. Changes To This Policy

We may update this Privacy Policy from time to time. The updated version will be posted with a new "Last Updated" date. Continued use of the Platform after the updated version becomes effective constitutes acceptance of the updated Privacy Policy to the extent permitted by law.

14. Contact Us

Questions about this Privacy Policy may be sent to:

[email protected]
Superforward, Inc. d/b/a Marco
1111B S Governors Ave #34923
Dover, DE 19904