Privacy Policy

Information we collect

• Account & contact details — name, email address, phone number, and authentication details needed to identify your account or manage your booking. We do not store full plaintext passwords in this application.
• Booking information — the services you book, preferred staff, scheduled date and time, service location or address, special requests, and booking history.
• Concierge messages — messages you send to our AI concierge or staff, along with associated metadata (timestamps, conversation identifiers).
• Payment information — payments are processed by Stripe. We receive payment status, identifiers, amounts, and related metadata needed to reconcile bookings and refunds, but do not store full card numbers on our servers.
• Feedback — ratings, reviews, and comments you submit after a service.
• Technical data — IP address, browser type, device information, cookies, and session identifiers used to keep you signed in and to operate the site securely.

How we use your information

• To create your account and authenticate you.
• To schedule, confirm, modify, cancel, and deliver the services you book.
• To send transactional communications such as booking confirmations, reminders, receipts, and feedback requests.
• To answer questions through the concierge experience and improve the quality of those responses.
• To process payments, prevent fraud, and resolve chargebacks or disputes.
• To maintain security, prevent abuse, and comply with our legal obligations.
• To analyze service performance and improve our offerings, using aggregated or de-identified data where possible.

Legal bases for processing

Where applicable law (such as the GDPR or UK GDPR) requires a legal basis, we rely on: (i) performance of the booking contract with you; (ii) our legitimate interests in operating, securing, and improving our services; (iii) compliance with legal obligations; and (iv) your consent, where we ask for it (for example, for certain marketing communications).

How we share information

We do not sell your personal information. We share it only with:

• Accelara, our platform provider, which hosts the booking system, concierge, and admin tools on our behalf.
• Stripe, our payment processor, which handles card authorization, capture, refunds, and related fraud prevention.
• AI service providers used by the concierge to generate replies. Concierge messages may be transmitted to these providers to produce a response and are handled according to the provider terms and settings that apply to the service.
• Email, SMS, and messaging providers that deliver confirmations, reminders, and receipts on our behalf.
• Cloud hosting and infrastructure providers that store data and run the application.
• Professional advisors and authorities when required by law, court order, or to protect our rights.
• Business successors in connection with a merger, acquisition, or sale of assets, subject to this Policy.

Cookies and similar technologies

We use cookies and similar technologies to keep you signed in, remember your preferences, secure the site, and understand usage. You can control cookies through your browser settings. Disabling essential cookies may prevent core features (such as signing in or completing a booking) from working.

Data retention

We retain personal information for as long as needed to provide the services and for legitimate business or legal purposes, including tax, accounting, dispute resolution, and fraud prevention. Booking and payment records are typically retained for at least the period required by applicable financial and tax law. You may request deletion of information that is no longer required for these purposes (see “Your rights” below).

Security

We use technical and organizational measures designed to protect your information, including encryption in transit, encrypted databases at rest where supported by our providers, access controls, and regular review of permissions. No system can be guaranteed to be perfectly secure; we work continually to improve our safeguards.

International transfers

Your information may be processed in countries other than the one where you live. When we transfer information internationally, we rely on appropriate safeguards (such as Standard Contractual Clauses or equivalent mechanisms) where required by law.

Your rights

Depending on where you live, you may have the right to access, correct, update, port, restrict, or delete your personal information, to object to certain processing, and to withdraw consent where we rely on it. California residents have additional rights under the CCPA/CPRA, including the right to know, delete, correct, and limit the use of sensitive personal information. We do not sell or “share” personal information for cross-context behavioral advertising.

To exercise these rights, contact us using the details below. We may need to verify your identity before acting on a request. If you believe we have not addressed your concern, you may have the right to lodge a complaint with your local data protection authority.

Children

Our services are not directed to children under 16, and we do not knowingly collect personal information from children. If you believe a child has provided us information, please contact us so we can delete it.

Changes to this Policy

We may update this Policy from time to time. When we make material changes, we will update the effective date above and, where appropriate, notify you through the site or by email.

Contact us

For privacy questions or to exercise your rights, contact White Label Home at concierge@whitelabelhome.local.