Privacy Policy

Overview

This Privacy Policy explains how Balu collects, uses, discloses, and protects personal information when you visit our websites, use the client portal, communicate with us, or use our services.

Balu is designed for hospitality businesses. Our customers are responsible for having the right notices and permissions for guest data they send to Balu.

Information we collect

• Account and contact information, such as name, email address, business name, login details, and support communications.
• Business and property information, such as property details, approved knowledge entries, availability data, pricing rules, and operational settings.
• Guest conversation data that our customers choose to process through Balu, including messages, names, phone numbers, social media handles, reservation details, and lead information.
• Billing and transaction information processed through payment providers such as Stripe. Balu does not store full card numbers.
• Usage, device, and log information, such as IP address, browser, timestamps, pages viewed, error logs, and security events.
• Cookies and similar technologies needed to keep the site secure, remember preferences, and operate the portal.

How we use information

• Provide, secure, maintain, and improve the services.
• Generate AI drafts, replies, summaries, classifications, routing decisions, analytics, and operational context.
• Authenticate users and protect accounts from fraud, abuse, and unauthorized access.
• Process payments, invoices, subscription management, taxes, and billing support.
• Provide customer support and respond to questions.
• Comply with legal, tax, accounting, security, and regulatory obligations.

How we share information

We may share information with service providers that help us operate Balu, such as hosting providers, databases, security tools, AI infrastructure providers, communication providers, payment processors, and professional advisors.

If you pay through Stripe, information needed to process payment may be shared with Stripe. Stripe's privacy practices are described at stripe.com/privacy.

We may disclose information when required by law, legal process, or to protect rights, safety, security, and the integrity of our services.

AI processing

Balu may send relevant snippets of approved knowledge, property configuration, availability data, and conversation context to AI providers to generate or evaluate responses. Customers should avoid submitting sensitive personal information unless it is necessary for the service.

Retention

We keep information for as long as needed to provide the services, comply with legal obligations, resolve disputes, enforce agreements, maintain security, and support business records. Customers may request deletion of account data, subject to lawful retention needs.

Your choices and rights

Depending on where you live, you may have rights to access, correct, delete, restrict, or receive a copy of personal information. To make a privacy request, email privacy@balu.cx.

We do not sell personal information for money. If applicable privacy law treats certain advertising or analytics sharing as a sale or sharing, you may contact us to opt out.

Children

Balu is not directed to children under 13, and we do not knowingly collect personal information directly from children under 13.

Security

We use reasonable administrative, technical, and organizational safeguards designed to protect information. No system can be guaranteed to be completely secure.

Contact

Privacy questions can be sent to privacy@balu.cx.