Privacy Policy

This Privacy Policy explains what information Pacific Luxe Stays collects, how we use it and how long we keep it. It is a separate document from our contractual Terms of Service and is linked wherever acceptance is requested. It does not create the contractual obligations that the Terms of Service create.

Account information such as your name, email address and, where you provide it, your phone number and profile details. Listing information hosts provide, including the exact property address, which is kept private and is not shown publicly; public maps show an approximate location only. Booking information, including dates, guest counts and messages between guests and hosts. Payment identifiers returned by Stripe, such as payment, charge, refund and connected-account references. We never store full payment card numbers.

We record the status of email verification, phone verification carried out through our SMS provider, Stripe identity and payout verification, address verification and permit verification, together with documents you submit for review and the outcome of that review.

When you accept a legal agreement, we record which document version you accepted, a fingerprint of that version's exact text, the wording of the checkbox shown to you, the action you were taking, the time of acceptance, the page it happened on, any typed electronic signature, and the related booking or property. We also record the IP address and browser user-agent associated with a booking or acceptance. This information is used to operate the Platform, to prevent fraud, to respond to payment disputes and chargebacks, and to meet legal and accounting obligations. It is not used for advertising.

Where you provide a mobile number and request verification, we send transactional one-time codes through our SMS provider. Message frequency depends on your verification requests, and message and data rates may apply. These messages are transactional, not marketing. We do not sell, rent or share mobile numbers or SMS consent information for marketing purposes. Reply STOP to stop applicable messages and HELP for help where supported.

To operate the marketplace, create and manage bookings, process payments and payouts, calculate and where authorized remit lodging taxes, verify identities and properties, prevent and investigate fraud and abuse, provide support, send transactional notices, respond to payment disputes, and comply with legal obligations.

We share information with service providers who act for us, including Stripe for payments and payout accounts, Twilio for SMS verification, email delivery providers, mapping and geocoding providers, cloud hosting, and analytics and security services. We share booking and acceptance evidence with our payment processor and card networks when responding to a payment dispute, limited to what is reasonably necessary. We share information with authorities where legally required. We do not sell your personal information.

We keep account information while your account exists. We keep booking, payment, tax, agreement-acceptance and dispute records for as long as required for legal, tax, accounting and dispute-defence purposes, even after an account is closed. When an account is deleted, personal profile data is removed or anonymized, while the financial and legal records that we are required to retain remain.

You can update your profile information, request account deletion, and decline to provide a phone number unless verification is required for a feature you want to use. Marketing consent, where offered, is optional and separate from any purchase. Depending on where you live, you may have rights to access, correct, delete or restrict certain information; contact support@pacificluxestays.com and we will respond as applicable law requires.

We use access controls, encryption in transit, database row-level security and server-side authorization to protect information. No system is perfectly secure, and we do not claim any security certification or compliance attestation that we do not hold.

The Platform is not intended for anyone under 18, and we do not knowingly collect information from children.

We publish updated versions of this policy with an effective date, and earlier versions remain available in the public archive. Questions: support@pacificluxestays.com.