Privacy Policy

1. Who we are

Butlr ("we", "us", "our") operates the Butlr guest application and the Butlr venue portal, available to guests at every venue that joins our network worldwide. We are the data controller for personal information processed through Butlr. Privacy questions: info@onebutlr.com.

2. Information we collect

• Account details: name, email, phone number, and your Butlr ID.
• Stay and booking details: venue, room or unit number, check-in/check-out dates, service requests and orders.
• Device data: device model, OS version, app version, push notification token, and crash logs (via Firebase).
• Location, only when you use a location feature such as GPS-pinned beach orders or the SOS button.
• Messages you send to venue staff and to the AI concierge.

3. How we use your information

We use your information to deliver the services you request (orders, bookings, housekeeping, concierge), route requests to the right venue team, send you status notifications, keep you safe (SOS escalation), prevent fraud and abuse, and improve the product. We do not sell your personal information, and we do not use it for third-party advertising.

4. Payments · MyFatoorah and Apple

Card and payment processing is handled by our licensed payment processor, MyFatoorah, and · for in-app purchases where applicable · by Apple. Butlr never stores your full card number, CVV, or banking credentials on its own servers. MyFatoorah processes your payment data under its own privacy policy and PCI-DSS certification. We retain only transaction references, amounts, and payment status needed for receipts, refunds, and accounting.

5. AI concierge and chat logs

Messages sent to the AI concierge are processed by our AI providers to generate responses and are logged so venue staff can take over the conversation when you ask for a human. Chat logs are linked to your stay, retained per Section 9, and never used to train third-party AI models without your consent.

6. Location and notifications

Location is collected only with your permission and only while you use a feature that needs it · pinning a sunbed order, sharing your position during an SOS alert. Push notifications are delivered via Firebase Cloud Messaging; you can disable them in your device settings at any time.

7. Sharing your information

• With the venue you are staying at or visiting · only the data needed to fulfil your requests. Venues cannot see your data from other venues.
• With service providers: Google Firebase (hosting, database, notifications, analytics), MyFatoorah (payments), AI providers (concierge responses), Sentry (error monitoring).
• With authorities when required by law or to protect life and safety (e.g., SOS emergencies).

8. Your rights

Under the Saudi Personal Data Protection Law (PDPL), GDPR (EEA), the UK Data Protection Act, CCPA (California), and similar laws in the GCC and other regions, you may access, correct, delete, or export your data, object to processing, and withdraw consent at any time. Email info@onebutlr.com and we will respond within 30 days. You can also delete your account directly in the app: Me tab → Sign out → Delete account.

9. Data retention

• Account data: kept while your account is active; deleted within 30 days of account deletion.
• Service requests and chat logs: up to 24 months, for dispute resolution and service quality.
• Financial records (orders, payments, invoices): up to 10 years where required by commercial, tax, and anti-money-laundering laws in the jurisdictions where Butlr and its partner venues operate.

10. Children

Butlr is a hospitality app for a general audience (rated 4+). Accounts and bookings are made by an adult, and family features — such as kids’ club bookings — are arranged through a parent or guardian’s account. We don’t knowingly collect personal data directly from a child; when a booking includes a child, the responsible adult provides those details.

11. International transfers

Butlr uses cloud infrastructure in the GCC, European Union, and United States. Your data may be processed in these regions and in the country of your current partner venue, to fulfil your requests. We apply standard contractual clauses, encryption in transit and at rest, and other safeguards regardless of where data is processed.

12. Security

We protect your data with encryption in transit (TLS) and at rest, venue-level data isolation, role-based staff access, audit logging, and regular security reviews. No system is 100% secure, but we treat guest data with hotel-grade discretion.

13. Service availability

Butlr may be temporarily unavailable for maintenance, updates, or reasons outside our control. We don't guarantee uninterrupted access, and neither Butlr nor the venue is responsible for downtime or unavailability. Fuller service terms are in our Terms of Service.

14. Changes to this policy

We may update this policy as Butlr evolves. Material changes will be announced in the app or by email before they take effect. The "Last updated" date above always reflects the current version.

15. Contact and governing law

This policy is governed by the laws of the Kingdom of Saudi Arabia, without prejudice to mandatory data-protection rights you hold in your own country. Contact: info@onebutlr.com.