Bookwella Privacy Policy

1. Information We Collect

The information we collect depends on how you interact with Bookwella and the Services.

A. Information You Provide to Us

We may collect information you provide directly to us, including when you:

• create an account
• complete business onboarding
• request a demo
• fill out a form
• contact us
• submit a support request
• subscribe to updates or newsletters
• book an appointment through a business using Bookwella
• respond to review requests or retention messages
• otherwise communicate with us

The types of information we may collect include:

• full name
• email address
• phone number
• business name
• business address
• business details and settings
• account login credentials
• services, staff, and availability details
• appointment or booking details
• customer contact details provided by business users
• billing and subscription information
• support messages and communication content
• any other information you choose to provide

B. Information We Collect Automatically

When you use our website or Services, we may automatically collect certain information, including:

• IP address
• browser type and version
• device type
• operating system
• referring website or source
• pages viewed
• dates and times of access
• clicks, navigation behavior, and usage patterns
• approximate location derived from IP address

We may collect this information using cookies, pixels, local storage, and similar technologies.

C. Information Processed on Behalf of Businesses

Businesses using Bookwella may input or sync information into the platform, including:

• customer names
• customer phone numbers
• customer email addresses
• appointment history
• booking status
• review request activity
• retention campaign activity
• staff information
• services and pricing
• business contact and location details

Where Bookwella processes this information for a business customer, we do so as a service provider or processor, subject to our agreement with that business.

D. Information from Third Parties

We may receive information from third parties such as:

• Stripe, our billing and payment processor
• Twilio, our SMS communications provider
• analytics and performance providers
• authentication and infrastructure providers
• advertising or marketing tools
• business partners and integrations
• public or lawful sources

We may combine information from different sources where permitted by law.

2. How We Use Information

We may use personal information to:

• provide, operate, maintain, and improve the Services
• create and manage user accounts
• onboard businesses
• manage appointments, confirmations, reminders, review requests, and retention campaigns
• process billing and subscription payments through Stripe
• send SMS communications through Twilio
• send transactional emails, alerts, updates, and support messages
• respond to demo requests, support inquiries, and other communications
• personalize user experiences
• analyze product usage and performance
• improve features, functionality, and reliability
• detect, investigate, and prevent fraud, abuse, security incidents, and unauthorized access
• comply with legal, regulatory, accounting, and contractual obligations
• enforce our Terms, policies, and agreements
• send marketing communications where permitted by law

We may also use aggregated or de-identified information for analytics, reporting, product development, and benchmarking.

3. How We Share Information

We do not sell personal information in the ordinary sense of the term. We may share personal information as follows:

A. Service Providers

We may share information with vendors, contractors, and service providers that perform services on our behalf, including providers of:

• cloud hosting and infrastructure
• analytics and monitoring
• customer support systems
• payment processing
• email delivery
• SMS delivery
• security and fraud prevention
• authentication and login services

This includes:

• Stripe, to process subscription and billing transactions
• Twilio, to send SMS confirmations, reminders, review requests, and retention messages

These service providers are permitted to access personal information only as needed to perform services for us and under appropriate contractual protections.

B. Business Customers

If you interact with a business that uses Bookwella, information related to your appointments, bookings, messages, reviews, and customer activity may be shared with that business as part of providing the Services.

C. Legal and Compliance Purposes

We may disclose information where reasonably necessary to:

• comply with applicable laws, regulations, or legal process
• respond to lawful requests from public authorities
• protect the rights, safety, property, and security of Bookwella, our users, businesses, or others
• investigate potential fraud, abuse, security incidents, or violations of our policies

D. Business Transfers

We may disclose personal information in connection with an actual or proposed merger, acquisition, financing, sale of assets, reorganization, or similar transaction.

E. With Your Consent or Direction

We may share information where you ask us to do so or otherwise consent.

We may also share aggregated or de-identified information that cannot reasonably be used to identify you.

4. Cookies, Analytics, and Similar Technologies

We use cookies and similar technologies to:

• keep users signed in
• remember settings and preferences
• understand how our website and Services are used
• improve functionality and performance
• measure the effectiveness of marketing efforts
• support diagnostics, troubleshooting, and analytics

You can usually manage cookie settings through your browser. In some jurisdictions, you may also have additional cookie choice rights.

5. SMS, Email, and Communications

Bookwella may send transactional and service-related communications, including:

• account notifications
• booking confirmations
• appointment reminders
• review requests
• retention or reactivation messages
• support communications
• operational notices

Where required by law, we will obtain appropriate consent before sending marketing or promotional communications.

You may opt out of marketing emails by using the unsubscribe link included in those emails. You may opt out of SMS communications where applicable by following the instructions in the message or by contacting the relevant business or Bookwella, depending on the context.

Message and data rates may apply for SMS communications.

SMS consent and phone numbers provided for messaging purposes are not shared with third parties for their own marketing purposes.

6. Data Retention

We retain personal information for as long as reasonably necessary to:

• provide the Services
• maintain business and legal records
• comply with tax, accounting, regulatory, and contractual obligations
• resolve disputes
• enforce our agreements
• support legitimate business operations

Retention periods may vary depending on the type of information and the context in which it was collected.

7. Your Choices and Rights

Depending on your location and applicable law, you may have rights regarding your personal information, including the right to:

• request access to personal information we hold about you
• request correction of inaccurate information
• request deletion of personal information
• withdraw consent where processing is based on consent
• opt out of certain marketing communications
• request more information about how your information is used

If Bookwella processes your information on behalf of a business customer, you may need to contact that business directly for requests relating to information they control.

To make a privacy-related request, contact us using the details in the Contact Us section below.

We may need to verify your identity before processing certain requests.

We aim to respond to privacy-related requests within 30 days, or sooner where required by applicable law.

8. International Transfers

Bookwella may process and store information in Canada, the United States, and other jurisdictions where we or our service providers operate.

As a result, your personal information may be transferred to and processed outside your province, state, or country of residence. Where required, we take reasonable steps to use appropriate safeguards for such transfers.

9. Children’s Privacy

Bookwella is not directed to children, and we do not knowingly collect personal information from children under 13, or under a higher age where required by applicable law, without appropriate authorization.

If you believe a child has provided personal information to us improperly, please contact us so we can take appropriate steps.