This policy explains what personal data HeyKoala collects when you use the Kamra website and our services, why we collect it, and the choices and rights you have. It also explains an important distinction: the guest and staff data inside a hotel's Kamra system belongs to and is controlled by that hotel, and we do not use it for our own purposes.

1. Two roles 2. What we collect 3. How we use it 4. Legal bases 5. Who we share with 6. International transfers 7. Retention 8. Security 9. Your rights 10. Cookies and analytics 11. Children 12. Changes 13. Contact

1. Our role, and the hotel's role

We handle personal data in two different capacities:

As a controller. For our own website visitors, enquiries and the accounts of the businesses that buy our services, we decide how and why data is used. This policy governs that data.
As a service provider to hotels. The guest, booking and staff records inside a hotel's Kamra system belong to and are controlled by that hotel. Our role is to provide the Kamra Cloud infrastructure it runs on and, where engaged, to set it up during implementation. We do not access, view, use or retain those guest records for our own purposes. How that data is used is governed by the hotel's own privacy notice, not by this policy.

On Kamra Cloud, a hotel's data sits on infrastructure we operate for it, but it stays the hotel's data. Our staff access guest records only if a hotel specifically asks us to help with something that requires it, and only to the extent needed to do so. If you self-host Kamra, we are not involved with your data at all.

2. What we collect

When you visit the website or contact us: your name, email, phone number, country, and the details you choose to share about your property when you submit an enquiry, along with basic technical data such as your IP address, browser and pages viewed.

When you become a customer: the contact and billing details needed to provide and invoice a service, and records of our support correspondence with you.

When we provide Kamra Cloud or implementation to a hotel: the hotel's own guest, booking and staff records live inside its Kamra system. We provide the infrastructure it runs on and, during implementation, help migrate data the hotel gives us. We do not access or use those guest records for our own purposes; we only access them if the hotel asks us to help with something that requires it.

3. How we use it

to respond to your enquiries and provide the services you ask for;
to operate, secure, maintain and improve the website and services;
to invoice, take payment and keep tax and accounting records;
to send service and security notices, and, where you agree, occasional product updates you can opt out of at any time; and
to meet our legal obligations and protect our rights.

We do not sell your personal data.

4. Legal bases

Where data-protection law such as the EU or UK GDPR or India's Digital Personal Data Protection Act applies, we rely on: performing our contract with you; our legitimate interests in running and improving our business; your consent, where we ask for it; and compliance with legal obligations. You can withdraw consent at any time.

We share personal data only with service providers who help us run our business, under agreements that limit them to that purpose. These include hosting and infrastructure providers, payment processors, email and messaging providers (including the Meta / WhatsApp Cloud API where used), and analytics tools. We may also disclose data where required by law, or to protect our rights, or as part of a business transfer. We do not otherwise share your data.

6. International transfers

We and our providers may process data in countries other than yours. Where we transfer personal data across borders, we use appropriate safeguards, such as standard contractual clauses, so that it stays protected.

7. Retention

We keep personal data only as long as we need it for the purposes above, or as long as the law requires (for example, tax records). When we host a hotel's Kamra system, guest-data retention follows the hotel's settings and our agreement with it; after a hosted service ends we make data available for export for a reasonable period and then delete it.

8. Security

We use technical and organisational measures appropriate to the risk, including encryption in transit, access controls, and monitored backups for hosted services. No system is perfectly secure, but we work to protect your data and to tell you and any affected controller promptly if something goes wrong.

9. Your rights

Depending on where you live, you may have the right to access, correct, delete, or receive a copy of your personal data, to object to or restrict certain uses, and to complain to your data-protection authority. To exercise a right, write to [email protected]. If your request concerns data held inside a hotel's Kamra system, please contact that hotel, since it is the controller; we will help it respond.

10. Cookies and analytics

The website uses a small number of cookies and privacy-conscious analytics to understand how the site is used and to keep it working. You can control cookies through your browser settings. We do not use advertising trackers.

11. Children

Our website and services are meant for businesses and are not directed at children. We do not knowingly collect personal data from children through the website.

12. Changes

We may update this policy from time to time. When we do, we will change the "last updated" date above, and for significant changes we will give notice through the website or by email.

13. Contact

For any privacy question or request, contact HeyKoala (Koala AI Solutions Private Limited) at [email protected], or by post at 588, 3rd Stage, 4th Block, 10th Main Road, Near CBI, Basaveshwaranagar, Bangalore North, Karnataka 560079, India.