Privacy policy

This policy explains what personal information Nestay collects, why we collect it, who we share it with, and the choices you have. It covers guests, hosts, and anyone browsing the marketplace.

1. Information you give us

When you create an account we collect your name, email address, and password. Depending on how the marketplace is set up you may also be asked for a phone number, a profile photo, a short bio, your location, and other profile details.

Hosts additionally provide listing information and payout details. Guests provide payment details, which go directly to our payment provider.

We also keep the content you create on the platform: messages between guests and hosts, reviews, and support inquiries.

2. Information we collect automatically

We record how the service is used: pages viewed, searches run, listings saved, device and browser type, approximate location derived from your IP address, and the dates and times of your visits. This comes from cookies and similar technologies.

3. Why we use it

We use personal information to create and manage your account, show relevant listings, process bookings and payments, pass the necessary details between guests and hosts, send booking updates and the notifications you have opted into, detect and prevent fraud, respond to support requests, meet legal and tax obligations, and improve the product.

We do not sell your personal information.

4. Who we share it with

When a booking is confirmed, the host sees the guest's name, profile, and the information needed to provide it; the guest sees the host's details.

We also share information with service providers who work on our behalf, including our payment processor, hosting and infrastructure providers, email delivery, analytics, and customer support tooling. They may only use it to provide their service to us.

We may disclose information where the law requires it, to enforce our terms, or to protect the rights and safety of our users.

5. Public information

Your profile photo, display name, bio, and reviews are visible to other users. Listing pages, including their photographs, are public.

6. How long we keep it

We keep account information for as long as your account is open. After you close it we retain what we need for legal, tax, accounting, and fraud-prevention purposes, typically for up to seven years, then delete or anonymize the rest.

7. Your choices and rights

You can review and update most of your information from your profile at any time, and change which notifications you receive from your account settings.

Depending on where you live you may also have the right to request a copy of your data, correct it, ask us to delete it, object to certain processing, or withdraw consent. Contact us through the Help link and we will respond within the time the law allows.

8. Cookies

We use cookies that are necessary for the site to work, plus optional ones for analytics and preferences. You can manage optional cookies from your browser settings or the cookie controls on the site.

9. Security

We protect information in transit and at rest and restrict internal access, and use a third-party processor for card details so that we never store them. No system is completely secure, so please use a strong, unique password and tell us if you suspect a problem.

10. International transfers

Our providers may process information in countries other than your own. Where that happens we rely on appropriate safeguards for the transfer.

11. Children

Nestay is not intended for anyone under 18, and we do not knowingly collect information from children. If you believe a child has given us information, contact us and we will delete it.

12. Changes and contact

We will post any update to this policy here, and give notice if the change is significant. Questions can go to our support team through the Help link in your account.