Pier World, Inc. ("Pier," "we," "us," or "our") operates the Pier platform, a personal concierge service that helps you manage travel, reservations, subscriptions, loyalty programs, and other aspects of your personal and professional life.
This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you use our website, mobile application, and services (collectively, the "Services").By using our Services, you agree to the collection and use of information in accordance with this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access or use our Services.
2. Information We Collect
2.1 Information You Provide Directly
We collect information you provide when you create an account, use our Services, or communicate with us. This includes:
- Account Information: Name, email address, phone number, billing address, and payment information.
- Profile and Preferences: Travel preferences (seat preferences, airline and hotel loyalty numbers, dietary restrictions), personal preferences, scheduling constraints, and any other information you choose to share to help us serve you better.
- Communication Records: Messages, emails, chat transcripts, call recordings, and voicemails exchanged with our team or AI assistant, including requests you make and feedback you provide.
- Booking and Transaction Information: Details about reservations, purchases, and other transactions we facilitate on your behalf, including confirmation numbers, itineraries, and receipts.
- Connected Account Data: If you choose to connect third-party accounts (such as email, calendar, loyalty programs, or financial accounts via Plaid), we collect information from those services to provide our Services.
2.2 Information Collected Automatically
When you access our Services, we automatically collect certain information, including:
- Device and Usage Information: IP address, browser type, operating system, device identifiers, pages visited, features used, and the dates and times of your visits.
- Cookies and Similar Technologies: We use cookies, pixels, and similar tracking technologies to collect information about your interactions with our Services. See Section 7 for more details.
- Analytics Data: We use third-party analytics services, including Google Analytics and Mixpanel, to help us understand how users interact with our Services.
2.3 Information from Third Parties
We may receive information about you from third parties, including service providers who help us verify your identity, payment processors, and partners whose services you access through Pier.
3. How We Use Your Information
We use the information we collect for the following purposes:
- To Provide and Improve Our Services: We use your information to fulfill your requests, make bookings on your behalf, manage your subscriptions and loyalty programs, provide personalized recommendations, and continuously improve our platform.
- To Personalize Your Experience: We use your preferences, history, and feedback to tailor our Services to your needs and anticipate future requests.
- To Communicate with You: We use your contact information to send you service-related communications, respond to your inquiries, and provide customer support.
- To Process Payments: We use your payment information to process subscription fees and any transactions you authorize.
- To Ensure Security and Prevent Fraud: We use information to protect our Services, detect and prevent fraudulent activity, and enforce our terms.
- To Comply with Legal Obligations: We may use your information as necessary to comply with applicable laws, regulations, and legal processes.
- For Analytics and Research: We analyze usage patterns to understand how our Services are used and to develop new features and improvements.
4. How We Share Your Information
We do not sell your personal information. We share your information only in the circumstances described below.
4.1 With Service Providers to Fulfill Your Requests
When you ask us to make a booking or reservation, we share the information necessary to complete that request with the relevant service provider. For example, we may share your name, contact information, and preferences with hotels when booking accommodations, or dietary restrictions with restaurants when making dining reservations. We share only the information necessary to fulfill your specific request.
4.2 With Third-Party Service Providers
We work with trusted third-party companies that help us operate our Services, including, but not limited to:
- Payment Processing: Stripe processes payments on our behalf and is subject to its own privacy policy.
- Cloud Infrastructure: Supabase provides secure database and hosting services for our platform.
- Analytics: Google Analytics and Mixpanel help us understand how our Services are used.
- These service providers are contractually obligated to protect your information and use it only for the purposes we specify.
4.3 With Our Team Members
Our human specialists may access your information to fulfill complex requests, provide personalized service, and ensure quality. All team members and individuals who engage with user data are bound by strict confidentiality agreements.
4.4 For Legal Reasons
We may disclose your information if required by law, subpoena, or other legal process, or if we believe in good faith that disclosure is necessary to protect our rights, your safety, or the safety of others, investigate fraud, or respond to a government request.
4.5 Business Transfers
If Pier is involved in a merger, acquisition, or sale of assets, your information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have regarding your information.
We retain your personal information for as long as your account is active and as needed to provide you with our Services. We retain your data until you request its deletion, at which point we will delete or anonymize your information within 30 days, except where we are required to retain certain information for legal, tax, or regulatory purposes.
Communication records, including call recordings and chat transcripts, are retained to improve our Services and maintain a record of your preferences and requests. You may request deletion of these records at any time.
We implement appropriate technical and organizational measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. These measures include encryption of data in transit and at rest, access controls, regular security assessments, and secure hosting infrastructure through Supabase.
While we strive to protect your information, no method of transmission over the Internet or electronic storage is completely secure. We cannot guarantee absolute security, but we are committed to maintaining industry-standard protections.
7. Cookies and Tracking Technologies
We use cookies and similar tracking technologies to collect and store information about your interactions with our Services. These technologies help us:
- Remember your preferences and settings
- Keep you logged in to your account
- Understand how you use our Services
- Measure the effectiveness of our communications
- Provide personalized content and recommendations
- Essential Cookies: Required for the operation of our Services. You cannot opt out of these cookies.
Analytics Cookies: Help us understand how visitors interact with our Services. We use Google Analytics and Mixpanel for this purpose.
Functional Cookies: Enable enhanced functionality and personalization.
You can control cookies through your browser settings. Note that disabling certain cookies may affect the functionality of our Services.
8. Your Rights and Choices
Depending on your location, you may have certain rights regarding your personal information:
8.1 All Users
- Access: You may request a copy of the personal information we hold about you.
- Correction: You may request that we correct inaccurate or incomplete information.
- Deletion: You may request that we delete your personal information, subject to certain legal exceptions, though this may hinder functionality of our Services..
- Account Closure: You may close your account at any time by contacting us.
- Communication Preferences: You may opt out of promotional communications by following the unsubscribe instructions in our emails or contacting us directly.
8.2 California Residents (CCPA)
If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), including the right to know what personal information we collect, the right to request deletion, and the right to opt out of the sale of personal information. We do not sell personal information.
8.3 European Economic Area and UK Residents (GDPR)
If you are located in the European Economic Area (EEA) or United Kingdom, you have rights under the General Data Protection Regulation (GDPR), including:
- Right to Access: Obtain confirmation of whether we process your data and access to that data.
- Right to Rectification: Request correction of inaccurate personal data.
- Right to Erasure: Request deletion of your personal data in certain circumstances.
- Right to Restriction: Request restriction of processing in certain circumstances.
- Right to Data Portability: Receive your personal data in a structured, commonly used format.
- Right to Object: Object to processing based on legitimate interests or for direct marketing.
- Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent.
Our legal bases for processing your information include: performance of our contract with you, your consent, our legitimate interests in operating and improving our Services, and compliance with legal obligations.
For international data transfers from the EEA or UK, we rely on Standard Contractual Clauses approved by the European Commission and other appropriate safeguards.
8.4 Exercising Your Rights
To exercise any of these rights, please contact us at hello@joinpier.com. We will respond to your request within 30 days (or sooner if required by applicable law). We may need to verify your identity before processing your request.
Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we learn that we have collected personal information from a child under 18, we will take steps to delete that information promptly. If you believe we have collected information from a child under 18, please contact us at hello@joinpier.com.
10. Third-Party Links and Services
Our Services may contain links to third-party websites or services. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of any third-party sites you visit.
11. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of material changes by posting the updated policy on our website and updating the "Last Updated" date. For significant changes, we may also notify you by email. Your continued use of our Services after any changes indicates your acceptance of the updated Privacy Policy.
If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us at:
Pier World, Inc.
Email: hello@joinpier.com
