Book With Haven LLC Privacy Policy

Book With Haven LLC ("Haven," "we," "us," or "our") provides software, websites, booking tools, guidebooks, guest portals, payment workflows, marketing tools, and related services for short-term rental hosts, property managers, and their guests.

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use our websites, platform, booking pages, guest portals, host dashboard, support channels, integrations, and related services (collectively, the "Services").

This Privacy Policy applies to:

• Hosts, property managers, and other users who create or manage Haven accounts.
• Guests and prospective guests who view, inquire about, book, pay for, or interact with a Haven-powered property site.
• Visitors to Haven websites and marketing pages.
• People who communicate with us by email, form, chat, phone, or other channels.

By using the Services, you agree to this Privacy Policy. If you do not agree, do not use the Services.

1. Who We Are

Book With Haven LLC provides software that helps Hosts create direct booking websites, manage guest-facing property information, accept bookings, connect payment and protection providers, and communicate with Guests.

For privacy questions or requests, contact us at:

Book With Haven LLC 34 Thurston Point Rd Gloucester, MA Email: hello@bookwithhaven.com

2. Important Roles

Haven processes personal information in different roles depending on the context.

For account, platform, billing, security, marketing, analytics, product improvement, and legal compliance purposes, Haven acts as an independent business or controller of personal information.

For certain Guest information processed on behalf of a Host in connection with a Host's property, booking, guest portal, or direct booking site, Haven may act as a service provider or processor for that Host. Hosts are independently responsible for their own privacy notices, legal compliance, guest communications, tax obligations, rental agreements, and use of Guest information they receive through the Services.

3. Personal Information We Collect

We collect personal information in the categories below.

3.1 Account and Contact Information

We may collect:

• Name.
• Email address.
• Phone number.
• Business name.
• Login and account credentials.
• Account settings and preferences.
• Role, permissions, and team member information.
• Communications with Haven.

3.2 Host, Property, and Listing Information

If you are a Host or property manager, we may collect:

• Property names, addresses, descriptions, photos, amenities, rules, pricing, availability, fees, taxes, cancellation policies, and booking settings.
• Guidebook content, local recommendations, check-in instructions, Wi-Fi details, house rules, and other guest-facing content.
• Custom domain, branding, logo, and website settings.
• Calendar, rate, availability, reservation, and channel-management information.
• Tax configuration and payout-related settings.
• Documents, records, images, invoices, or other materials submitted for support, disputes, screening, protection, or claims.

3.3 Guest and Booking Information

If you are a Guest or prospective Guest, we may collect:

• Name.
• Email address.
• Phone number.
• Booking dates.
• Number of guests.
• Property booked or viewed.
• Messages, inquiries, and support requests.
• Special requests or information you choose to provide.
• Booking status, payment status, refund status, cancellation status, and transaction metadata.
• Security deposit, damage, claim, dispute, or chargeback-related information.
• IP address, device information, and checkout acceptance records.

3.4 Payment, Billing, and Transaction Information

Payments are processed through third-party payment providers, including Stripe. Haven does not intentionally store full payment card numbers.

We may receive and store payment-related information such as:

• Stripe customer, account, payment, checkout, transfer, payout, refund, dispute, and chargeback identifiers.
• Billing name and billing contact information.
• Payment status.
• Subscription plan, invoices, receipts, and billing history.
• Last four digits, card brand, expiration month/year, or similar limited payment metadata where provided by our payment processor.
• Connected account, payout, balance, dispute, and recovery information for Hosts.

Payment providers process payment information under their own terms and privacy policies.

3.5 Screening, Protection, and Claims Information

If a Host enables screening or damage protection features, we may collect or receive information needed to operate those features, such as:

• Booking and Guest information needed to initiate screening or protection.
• Screening status, eligibility status, risk signals, or provider response metadata.
• Claim-related records, photos, invoices, descriptions, communications, and outcomes.
• Provider transaction, coverage, claim, or billing metadata.

Screening and protection may be provided by third-party providers such as Truvi. Those providers may collect additional information directly from Hosts or Guests under their own terms and privacy policies. Haven is not the insurer, underwriter, claims administrator, or guarantor of any screening, protection, or claim outcome.

3.6 Integration Information

If a Host connects Haven to a third-party platform or integration, we may collect and process information from that integration, including:

• Listings.
• Calendars.
• Rates.
• Availability.
• Reservations.
• Guest and booking information.
• Property details.
• Messages or message templates where supported.
• Integration tokens, account identifiers, sync logs, and connection status.

These integrations may include property-management systems, channel managers, booking platforms, calendar providers, payment providers, email providers, analytics providers, and other tools selected or authorized by the Host.

3.7 Communications and Support Information

We may collect information when you communicate with us, including:

• Emails.
• Form submissions.
• Chat messages.
• Support tickets.
• Feedback.
• Call notes or recordings, if disclosed.
• Attachments, screenshots, and documents you provide.

3.8 Device, Usage, and Log Information

When you use the Services, we may automatically collect:

• IP address.
• Device type.
• Browser type.
• Operating system.
• Referring and exit pages.
• Pages viewed.
• Clicks, scrolls, and usage events.
• Session data.
• Approximate location inferred from IP address.
• Error logs.
• Security logs.
• Cookies, pixels, and similar identifiers.

3.9 Cookies, Pixels, and Similar Technologies

We and our service providers may use cookies, pixels, tags, local storage, SDKs, and similar technologies to:

• Keep the Services secure.
• Remember preferences.
• Keep users logged in.
• Understand usage and performance.
• Measure marketing campaigns.
• Retarget visitors with ads.
• Improve the Services.

Some of these technologies are essential. Others are used for analytics, advertising, or personalization.

3.10 AI-Assisted Feature Information

Haven may offer AI-assisted features, such as listing suggestions, property descriptions, guidebook content, local recommendations, tax-rule suggestions, SEO content, support assistance, or other product workflows.

When you use these features, we may process the prompts, inputs, outputs, property data, booking context, and related content needed to provide the feature. You are responsible for reviewing AI-generated content before relying on it or publishing it.

We do not intentionally use Guests' full payment card information for AI-assisted content generation.

3.11 Sensitive Information

We do not intentionally request sensitive personal information unless it is necessary for a specific feature, legal obligation, security purpose, support request, screening/protection workflow, or claim process.

Depending on how you use the Services, sensitive information may include government identification information, precise property addresses, financial account-related metadata, claim evidence, or other information you choose to provide.

Do not submit sensitive personal information unless it is necessary for the specific purpose for which you are providing it.

4. How We Collect Personal Information

We collect personal information from:

• You directly.
• Hosts.
• Guests.
• Team members or authorized account users.
• Stripe and other payment providers.
• Truvi and other screening or protection providers.
• PMS, channel, calendar, and booking integrations.
• Analytics, advertising, and marketing providers.
• Support, communication, and email providers.
• Security, fraud prevention, and infrastructure providers.
• Public sources or business partners where permitted by law.

5. How We Use Personal Information

We use personal information to:

• Provide, operate, maintain, and improve the Services.
• Create and manage accounts.
• Build and operate Host websites, guidebooks, guest portals, and booking pages.
• Process inquiries, bookings, payments, refunds, deposits, payouts, invoices, subscriptions, and disputes.
• Enable Hosts and Guests to communicate and complete bookings.
• Connect, sync, and maintain third-party integrations.
• Provide screening, damage protection, claim, and related workflows.
• Provide customer support.
• Send transactional communications, including account, booking, billing, support, legal, and security messages.
• Send marketing communications where permitted by law.
• Measure, analyze, and improve website, product, and marketing performance.
• Retarget visitors and measure advertising effectiveness.
• Detect, prevent, and respond to fraud, abuse, security incidents, chargebacks, disputes, and unlawful activity.
• Enforce our Terms of Service, Host terms, Guest terms, rental-related policies, and other agreements.
• Comply with legal, tax, accounting, regulatory, and law-enforcement obligations.
• Develop new products, features, and services.
• Generate, test, and improve AI-assisted features.
• Create aggregated, anonymized, or de-identified information.

6. How We Disclose Personal Information

We may disclose personal information as described below.

6.1 Between Hosts and Guests

We may disclose Guest information to the Host responsible for the property or booking. This may include name, contact information, booking details, messages, payment status, cancellation status, security deposit information, screening/protection status, and other information needed to manage the booking or stay.

We may disclose Host information to Guests, including property information, contact information, house rules, check-in information, guidebook content, cancellation policies, and other information needed for the booking or stay.

6.2 Payment Providers

We disclose information to Stripe and other payment providers to process payments, subscriptions, payouts, refunds, disputes, chargebacks, account onboarding, fraud prevention, tax reporting, and compliance.

6.3 Screening, Protection, and Claim Providers

If screening or damage protection is enabled, we may disclose relevant booking, Guest, Host, property, claim, and transaction information to providers such as Truvi.

6.4 Integrations Authorized by Hosts

If a Host connects a third-party integration, we may disclose information to or receive information from that integration as needed to provide the requested functionality.

6.5 Service Providers

We may disclose personal information to vendors and service providers that help us operate the Services, including providers of:

• Cloud hosting and infrastructure.
• Databases and storage.
• Payment and billing.
• Email and communication tools.
• Customer support.
• Analytics.
• Advertising and retargeting.
• Security and fraud prevention.
• Error monitoring.
• Product analytics.
• AI-assisted functionality.
• Document storage.
• Legal, tax, accounting, and professional services.

These service providers are authorized to use personal information only as needed to provide services to us, comply with law, or as otherwise permitted by their agreements with us.

6.6 Advertising and Analytics Partners

We may disclose device, usage, cookie, pixel, and similar information to analytics and advertising partners to measure website traffic, understand user behavior, improve marketing, and show relevant ads.

We do not sell personal information for money. However, some privacy laws define "sale," "sharing," or "targeted advertising" broadly enough to include certain advertising, retargeting, analytics, or cookie-based disclosures. Where required by law, you may opt out as described in this Privacy Policy.

6.7 Legal, Safety, and Compliance

We may disclose personal information if we believe it is necessary or appropriate to:

• Comply with law, subpoena, court order, legal process, or government request.
• Enforce our agreements and policies.
• Protect the rights, property, safety, or security of Haven, Hosts, Guests, users, or others.
• Detect, investigate, or prevent fraud, abuse, disputes, chargebacks, security incidents, or unlawful activity.
• Respond to claims, audits, investigations, or regulatory requests.

6.8 Business Transfers

If we are involved in a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, or similar transaction, personal information may be disclosed or transferred as part of that transaction.

6.9 Aggregated, Anonymized, or De-Identified Information

We may use and disclose aggregated, anonymized, or de-identified information that does not reasonably identify you.

7. Cookies, Advertising, and Tracking Choices

You can control cookies through your browser settings. If you disable cookies, some features of the Services may not work properly.

Where available, you may also use our cookie settings or privacy preference tools to manage non-essential cookies.

You may opt out of marketing emails by using the unsubscribe link in the email. Even if you opt out of marketing emails, we may still send transactional, legal, security, billing, support, and booking-related messages.

Some browsers or extensions allow you to send a Global Privacy Control or similar opt-out signal. Where required by applicable law, we will treat recognized opt-out preference signals as a request to opt out of sale, sharing, or targeted advertising for the browser or device that sends the signal.

We currently do not respond to browser "Do Not Track" signals unless required by law.

8. Legal Bases and Business Purposes

Where a legal basis is required, we process personal information based on one or more of the following:

• To perform a contract with you or take steps at your request.
• To provide the Services.
• With your consent.
• To comply with legal obligations.
• To protect rights, safety, and security.
• For our legitimate business interests, such as operating, improving, securing, and marketing the Services.
• As otherwise permitted by law.

9. Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to:

• Provide the Services.
• Maintain accounts.
• Process bookings, payments, payouts, refunds, disputes, chargebacks, taxes, and accounting records.
• Support Hosts and Guests.
• Maintain security, audit, and fraud-prevention records.
• Comply with legal, regulatory, tax, accounting, and reporting obligations.
• Resolve disputes and enforce agreements.
• Improve and operate the Services.

Retention periods vary depending on the type of information, the context in which it was collected, legal requirements, and business needs.

When personal information is no longer needed, we will delete, anonymize, de-identify, or securely retain it as required or permitted by law.

10. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. These safeguards may include access controls, encryption, monitoring, logging, vendor review, and other security measures appropriate to the nature of the information we process.

No method of transmission or storage is completely secure. We cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your account credentials and for promptly notifying us of any unauthorized account access or suspected security issue.

11. Your Privacy Rights

Depending on where you live and which laws apply, you may have the right to:

• Confirm whether we process your personal information.
• Access the personal information we maintain about you.
• Receive a copy of your personal information in a portable format.
• Correct inaccurate personal information.
• Delete personal information.
• Opt out of sale, sharing, targeted advertising, or certain profiling.
• Limit or revoke consent for certain sensitive personal information processing.
• Appeal a decision we make about your privacy request.
• Be free from unlawful discrimination for exercising privacy rights.

To exercise these rights, contact us at hello@bookwithhaven.com.

We may need to verify your identity before fulfilling a request. We may deny or limit a request where permitted by law, including when fulfilling the request would interfere with legal obligations, security, fraud prevention, dispute resolution, transaction records, tax records, contractual obligations, or the rights of others.

If we deny your request, you may appeal by replying to our decision or contacting us at hello@bookwithhaven.com with the subject line "Privacy Appeal."

12. U.S. State Privacy Notices

Certain U.S. state privacy laws may require additional disclosures.

Categories of Personal Information Collected

In the past 12 months, we may have collected the following categories of personal information:

• Identifiers, such as name, email address, phone number, account ID, IP address, and online identifiers.
• Customer records, such as billing contact information and transaction records.
• Commercial information, such as bookings, payments, subscriptions, refunds, disputes, and services purchased or considered.
• Internet or network activity, such as website usage, device data, log data, cookie data, and interaction data.
• Geolocation information, such as approximate location inferred from IP address.
• Professional or business information, such as Host business name, property-management information, and team member roles.
• User-generated content, such as property descriptions, photos, guidebook content, messages, support submissions, and documents.
• Sensitive personal information, where necessary for specific features, security, claims, or legal obligations.
• Inferences, such as product usage trends, marketing segments, or preferences.

Sources of Personal Information

We collect personal information from the sources described in Section 4.

Purposes for Collection, Use, and Disclosure

We collect, use, and disclose personal information for the purposes described in Sections 5 and 6.

Categories of Third Parties to Whom We Disclose Personal Information

We may disclose personal information to the categories of recipients described in Section 6, including Hosts, Guests, payment providers, screening/protection providers, integrations, service providers, analytics providers, advertising partners, professional advisors, legal authorities, and business transfer recipients.

Sale, Sharing, and Targeted Advertising

We do not sell personal information for money.

We may use advertising, retargeting, analytics, pixels, and similar technologies that may be considered a "sale," "sharing," or "targeted advertising" under certain privacy laws. You may opt out by contacting us at hello@bookwithhaven.com, using any available cookie or privacy preference tool, or using a recognized browser-based opt-out signal where required by law.

Sensitive Personal Information

We do not use or disclose sensitive personal information for purposes that would require a right to limit use under applicable law unless we provide the required notice and choice.

Children and Teens

The Services are not directed to children under 18. We do not knowingly sell or share the personal information of anyone under 18 or use it for targeted advertising.

13. Host Responsibilities for Guest Data

Hosts may receive Guest personal information through the Services. Hosts are independently responsible for:

• Using Guest information only for lawful booking, stay, support, tax, safety, and property-management purposes.
• Providing any privacy notices required by law.
• Complying with applicable privacy, data-protection, marketing, tax, lodging, and short-term-rental laws.
• Protecting Guest information they access or export.
• Handling Guest requests that are directed to the Host.
• Ensuring their own service providers, team members, and integrations handle Guest information lawfully.

Hosts may not use Guest information for unrelated marketing, resale, profiling, discrimination, harassment, or unlawful purposes.

14. Third-Party Services

The Services may link to, integrate with, or rely on third-party services, including payment providers, screening/protection providers, PMS tools, channel managers, booking platforms, analytics tools, advertising platforms, AI providers, and communication tools.

This Privacy Policy does not apply to third-party websites, services, or privacy practices. You should review the privacy policies of any third-party services you use or authorize.

15. International Users

Haven is based in the United States. If you use the Services from outside the United States, your personal information may be processed and stored in the United States or other countries where we or our service providers operate. Privacy laws in those countries may differ from the laws where you live.

16. Children

The Services are intended for users who are at least 18 years old. We do not knowingly collect personal information from children under 13. If you believe a child has provided personal information to us, contact us at hello@bookwithhaven.com, and we will take appropriate steps to delete it.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the effective date above. If changes are material, we may provide additional notice, such as through the Services or by email.

Your continued use of the Services after an updated Privacy Policy becomes effective means you accept the updated Privacy Policy.

18. Contact Us

For questions, requests, appeals, or concerns about this Privacy Policy or our privacy practices, contact us at:

Book With Haven LLC 34 Thurston Point Rd Gloucester, MA Email: hello@bookwithhaven.com