Política de privacidade

Como o letbloom lida com as informações.

O texto jurídico abaixo está disponível apenas em inglês no momento.

Privacy Policy

This privacy policy applies to the letbloom.io website and how letbloom.io ("we", "us" or "our") collects, uses, shares and protects personal data when you:

  • visit letbloom.io;
  • create or use a letbloom.io account;
  • contact us;
  • use a guest concierge powered by letbloom.io; or
  • interact with content we embed on our website.

1. Who we are

letbloom.io is operated by Calanur Limited.

For account holders and website visitors, letbloom.io is the controller of the personal data described in this Privacy Policy.

If you are a guest or tenant using a concierge for a particular property, the relevant property manager, host or operator will usually be the primary controller for stay-related communications. letbloom.io processes that data on their behalf to provide the service. We may also process limited related data for our own purposes, such as security, fraud prevention, service reliability and legal compliance.

2. Personal data we collect

Depending on how you use the Service, we may collect the following categories of personal data:

  • Account and identity data, such as name, email address, password hash, phone number, verification status, locale and notification preferences.
  • Property and customer data, such as property names, property addresses, property access passkeys, knowledge-base content, uploaded guides, documents and related revision history.
  • Guest or tenant communication data, such as phone or WhatsApp number, web chat session identifier, language or locale, message content, attachments, delivery metadata, escalation details and conversation history.
  • Support and enquiry data, such as your name, email address, help topic and message when you contact us.
  • Technical and security data, such as IP address, user agent, session identifiers, authentication activity, timestamps, request metadata, and error or abuse-prevention logs.
  • Browser storage and preference data, such as language or locale preferences, theme preference, active property selection, and a remembered guest concierge passkey if it is stored on your device.
  • Embedded content data, such as information sent to a video provider if you choose to play an embedded video on our site.

We may infer language or locale from information such as your browser language settings, phone number region, or the language used in messages.

Please avoid sending unnecessary sensitive personal data through the Service unless it is needed for your request.

In some cases, providing personal data is necessary for us to create your account, verify you, deliver a concierge response, or reply to your enquiry. If you do not provide required data, we may not be able to provide the relevant feature or service.

3. How we collect personal data

We collect personal data:

  • directly from you;
  • automatically from your browser or device when you use the Service;
  • from our customers when they configure letbloom.io for their properties; and
  • from communications providers and integrations, for example when a message is delivered to us via WhatsApp or a similar channel.

4. How we use personal data

We use personal data to:

  • provide, operate and maintain the Service;
  • create and manage accounts, authenticate users, verify contact details and keep accounts secure;
  • provide the guest concierge, including answering questions, generating or assisting with replies, detecting likely language, retrieving relevant property information, and escalating issues to property staff;
  • send service, security and administrative communications;
  • receive, validate, store and serve attachments, and protect the Service against abuse or malicious uploads;
  • respond to enquiries and support requests;
  • monitor, debug and improve the Service;
  • investigate fraud, abuse, incidents or violations of our terms; and
  • comply with legal obligations and protect our legal rights.

We may also use aggregated or de-identified information to understand product performance and improve the Service.

5. Artificial intelligence

letbloom.io uses AI features to help deliver the guest concierge. Depending on the feature, AI systems may process:

  • guest messages and recent conversation history;
  • relevant property knowledge-base content; and
  • message metadata needed to route or summarise a request.

We use AI, for example, to help draft or generate replies, detect likely message language, and summarise issues for escalation to property staff.

AI outputs can be inaccurate or incomplete. Where appropriate, conversations can be reviewed, paused or escalated to a human. We do not use letbloom.io to make solely automated decisions that produce legal or similarly significant effects about individuals.

6. Our legal bases

Where UK GDPR, EU GDPR or similar laws apply, we rely on one or more of the following legal bases:

  • Contract: to provide the Service, create and manage accounts, and deliver guest concierge functionality requested by our customers.
  • Legitimate interests: to secure, monitor, improve and administer the Service; prevent fraud and misuse; respond to support requests; and protect our business and users.
  • Legal obligation: to comply with applicable laws, regulations, court orders and lawful requests.
  • Consent: where required, for example for non-essential cookies or similar technologies, or direct marketing where consent is legally required.

If you are a guest or tenant using a concierge for a property, the relevant property manager, host or operator may rely on its own legal bases for stay-related communications.

7. Cookies and similar technologies

We use cookies and similar technologies, including local storage and session storage, to operate the Service and remember settings.

These technologies may be used for purposes such as:

  • keeping you signed in and securing sessions;
  • protecting forms and APIs against abuse;
  • remembering your language or locale;
  • maintaining a web chat session;
  • remembering interface preferences such as theme;
  • remembering an active property in the dashboard; and
  • remembering a guest concierge passkey on the device used to access the concierge.

Some of these technologies are strictly necessary for the Service to work. Others may be optional and, where required by law, we will ask for consent before using them.

Our marketing pages may include embedded YouTube videos in privacy-enhanced mode. Even in privacy-enhanced mode, YouTube may receive information about your interaction and may set cookies or similar technologies if you play a video.

8. Who we share personal data with

We may share personal data with:

  • the relevant property manager, host or operator, and their authorised staff, if you are using a guest concierge for a property;
  • service providers that help us operate the Service, such as hosting, database, storage, email delivery, messaging or telephony, AI, file-security, and error-monitoring providers;
  • professional advisers, auditors, insurers or potential buyers or investors in connection with a business transaction; and
  • law enforcement, regulators, courts or other third parties where required by law or necessary to protect rights, safety or the Service.

Examples of providers we use or may use include OpenAI, Twilio, Sentry, YouTube and our current cloud, storage and email providers.

We do not sell personal data or share it for cross-context behavioural advertising.

9. International data transfers

We and our service providers may process personal data in countries outside your home country, including outside the UK, EEA or Switzerland. Where required, we use appropriate safeguards for international transfers, such as adequacy regulations or standard contractual clauses.

10. Data retention

We keep personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide the Service, comply with customer instructions, maintain security, resolve disputes, enforce agreements and meet legal obligations.

In general:

  • account and profile data are kept while your account is active and for a reasonable period afterwards;
  • authentication, session and security records are kept for as long as needed to secure accounts and investigate incidents;
  • property knowledge, conversation history and attachments are kept while the relevant customer uses the Service and until they are deleted, the account is closed, or we no longer need them for the purposes above;
  • support and contact enquiries are kept for as long as needed to handle the enquiry and keep an appropriate record of the interaction; and
  • backup and system logs may remain in rolling backups for a limited period after deletion.

11. Your rights

Depending on your location and the applicable law, you may have the right to:

  • access personal data we hold about you;
  • correct inaccurate or incomplete personal data;
  • request deletion of personal data;
  • restrict or object to certain processing;
  • receive a portable copy of certain personal data; and
  • withdraw consent where processing relies on consent.

To exercise a privacy right, contact us at info@letbloom.io. We may need to verify your identity before responding.

If you are a guest or tenant using a concierge for a property, you may also need to contact the relevant property manager, host or operator, as they may be the primary controller for your stay-related communications. If you contact us, we will help route the request where appropriate.

You also have the right to complain to your local data protection authority. If you are in the UK, you can complain to the Information Commissioner's Office (ICO).

12. Security

We use reasonable technical and organisational measures designed to protect personal data. These measures may include access controls, logging and monitoring, secure transmission, validation of uploads, and protections intended to limit unauthorised access, alteration or misuse.

No system is completely secure, and we cannot guarantee absolute security.

13. Children's privacy

The Service is not directed to children, and we do not knowingly collect personal data from children without appropriate authorisation where required by law. If you believe a child has provided us with personal data, please contact us at info@letbloom.io so we can take appropriate steps.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. If we make a material change, we will post the updated version on this page and, where appropriate, notify affected users by email or through the Service.

15. Contact us

If you have questions about this Privacy Policy or our privacy practices, contact: info@letbloom.io