Legal

Privacy Policy

Last updated: May 5, 2026

1. Introduction

SuperNest, Inc. (“SuperNest,” “we,” “us,” or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our mobile application, website, and related services (collectively, the “Service”).

2. Information We Collect

2.1 Information You Provide

  • Account Information: Name, email address, phone number, and role (host, guest, cleaner, companion, superhost, or admin) when you create an account.
  • Property Information: Property address, photos, amenities, house rules, and operational details provided by hosts.
  • Stay Information: Reservation dates, guest count, and trip context shared by guests or synced from booking platforms.
  • Communications and proof: Messages, voice notes, task updates, issue escalations, proof photos, captions, and operational records exchanged through our Service.
  • Payment Information: Billing details processed securely through our payment provider (Stripe).
  • Partner Attribution: Clicks, referral tokens, and purchase metadata needed to attribute partner offers and commissions.

2.2 Information Collected Automatically

  • Usage Data: Pages viewed, features used, time spent, and interaction patterns.
  • Device Information: Device type, operating system, app version, and unique device identifiers.
  • Location Data: Approximate location based on IP address. Precise location only with your explicit consent for features like local discovery.

3. How We Use Your Information

  • Provide, maintain, and improve the Service
  • Power the AI concierge using property knowledge bases (your property data, never cross-property)
  • Deliver personalized recommendations and weather-based suggestions
  • Send transactional messages (booking confirmations, arrival details, checkout reminders)
  • Detect and prevent fraud, abuse, and security threats
  • Analyze usage patterns to improve product experience
  • Communicate about product updates, offers, and support
  • Measure partner attribution, guest request payments, refunds, and service quality suppression rules

4. AI and Data Processing

SuperNest uses artificial intelligence to power the concierge, classify messages, and generate recommendations. Important principles governing our AI use:

  • AI responses are generated using only the relevant property's knowledge base and conversation context
  • Guest data is never shared between properties or used to train general-purpose AI models
  • Hosts control their AI settings including tone, auto-send thresholds, and escalation rules
  • All AI actions are logged in an audit trail accessible to hosts and admins

5. Data Sharing

We do not sell your personal information. We share data only in these circumstances:

  • Between Hosts and Guests: Stay-related information necessary for the hospitality experience
  • Service Providers: Trusted third parties who help us operate (cloud hosting, payment processing, email delivery)
  • Partner Offers: Limited attribution data, such as referral tokens and offer identifiers, when you click or redeem a partner offer
  • Legal Requirements: When required by law, regulation, or legal process
  • Safety: To protect the rights, safety, or property of SuperNest, our users, or others

6. Data Retention

We retain your data for as long as your account is active or as needed to provide the Service. After account deletion, we retain data for 30 days for recovery purposes, then permanently delete it within 90 days except where retention is required by law. Guest preference, membership, payment, refund, and partner attribution records may be retained as needed for security, accounting, dispute resolution, and legal obligations.

7. Your Rights

Depending on your location, you may have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data
  • Object to or restrict certain processing
  • Data portability (receive your data in a structured format)
  • Withdraw consent at any time

To exercise these rights, contact us at privacy@supernest.com.

8. Security

We implement industry-standard security measures including encryption in transit (TLS 1.3) and at rest (AES-256), row-level security on our database, regular security audits, and access controls based on the principle of least privilege.

9. Children's Privacy

The Service is not directed to children under 16. We do not knowingly collect personal information from children under 16. If you become aware that a child has provided us with personal information, please contact us.

10. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by posting the new policy on this page and updating the “Last updated” date.

11. Contact Us

If you have questions about this Privacy Policy, please contact us at:

  • Email: privacy@supernest.com
  • Address: SuperNest, Inc., San Francisco, CA