Privacy Policy

1. Who this policy covers

• Property users: owners, managers, front desk and other staff, and partners who use the platform to run a property.
• Guests: people who book with, stay at, or message a property that uses HeyFrontDesk.
• Visitors: people browsing our website.

For the account data of property users and website visitors, HeyFrontDesk decides how and why the data is processed. For guest information entered into the platform by a property or its guests ("Guest Data"), the property controls the data and we process it on the property's instructions in order to provide the service.

2. Information we collect

• Account data: your name, email address, phone number, role, and authentication details such as password hashes, one-time code verification status, and two-factor settings.
• Property data: property profiles, room and rate configuration, staff assignments, tasks, and operational records.
• Guest Data: guest names, contact details, booking and stay details, preferences, messages exchanged with the property, and, where a property requires it, identity verification records.
• Payments: online payments are processed by Cashfree, a third-party payment processor. Payment instrument details such as card numbers and UPI credentials go directly to the processor. We receive transaction status, amounts, and reference identifiers.
• Channel data: reservations, rates, and availability synchronized with the channel managers and online travel agencies a property connects.
• Technical data: device and browser information, IP addresses, log records, and the session identifiers needed to keep you signed in and to secure the service.

3. How we use information

We use this information to:

• create and secure accounts, including delivering one-time codes by SMS or WhatsApp and supporting two-factor authentication;
• run the property's operations: bookings, check-ins, guest messaging, tasks, invoicing, and reporting;
• synchronize availability, rates, and reservations with connected channels;
• send service communications such as booking confirmations, one-time codes, and operational alerts;
• provide support and respond to requests;
• monitor for fraud, abuse, and security incidents;
• analyze usage in aggregated or de-identified form to improve the service; and
• comply with legal obligations.

4. AI-assisted features

Some features of the platform use AI models to draft replies, summarize activity, and answer questions for property teams and guests. Content submitted to these features is processed in order to generate the response and is handled under the same confidentiality and security commitments as the rest of the data we process.

5. How we share information

We share personal data only as needed to run the service:

• with service providers that help us operate, such as hosting infrastructure, the payment processor (Cashfree), and SMS, WhatsApp, and email delivery providers, in each case bound to use the data only to provide their service to us;
• with the channels a property chooses to connect, at the property's instruction;
• within a property workspace, according to the roles and permissions the property's administrators configure;
• when required by law, regulation, or valid legal process; and
• as part of a merger, acquisition, or asset sale, in which case we will notify affected users.

We do not sell personal data.

6. Guest Data and your property

Properties are responsible for having a lawful basis to collect and use their guests' data and for their own privacy commitments. If you are a guest, the property you booked with or stayed at is your first point of contact for questions about your data. We support properties in responding to access, correction, and deletion requests for the Guest Data we process on their behalf.

7. Security

We protect personal data with measures that include encryption of personally identifiable information at rest, encryption in transit, role-based access controls, and audit logging. No system can be guaranteed to be completely secure, but we work to protect your data against unauthorized access, alteration, and loss, and we will act promptly if we become aware of a security incident affecting your data.

8. Data retention

We keep personal data for as long as the relevant account is active and as needed to provide the service. Booking, invoicing, and other financial records may be kept longer where tax, accounting, or other laws require it. Technical logs are kept for a limited period for security and troubleshooting. When an account is closed, we delete or anonymize the associated data after a reasonable winding-down period, except for records we are legally required to keep.

9. Your rights

Depending on the law that applies to you, including India's Digital Personal Data Protection Act, 2023, you may have rights to access, correct, or delete your personal data, to withdraw consent, to nominate another person to exercise your rights, and to raise a grievance about how your data is handled.

Property users and website visitors can exercise these rights by contacting us through the options described below. Guests should contact their property first for Guest Data we process on the property's behalf, and we will support the property in responding.

10. Cookies and sessions

The platform uses cookies and similar technologies that are necessary for it to work: session tokens that keep you signed in, security protections, and preferences such as your theme choice. We do not use third-party advertising cookies on the platform.

11. Children

The platform is a business tool and is not directed at children. Properties may record limited details about minors as part of a booking, for example a family stay. Such records are part of Guest Data and are processed on the property's instructions.

12. Where data is processed

HeyFrontDesk is operated from India. Our infrastructure and service providers may process data in other locations. Where they do, we take steps designed to keep your data protected consistent with this policy and applicable law.

13. Changes to this policy

We may update this policy from time to time. The effective date at the top of this page shows when the current version took effect. If a change is material, we will notify you through the platform or by other means before it takes effect.

14. Contact

For privacy questions, requests, or grievances, contact the HeyFrontDesk team through the contact options published on our website, or from within your HeyFrontDesk workspace if you have an account. We respond to privacy requests and grievances in line with applicable law.