Policy

Locale Homestays (“Locale Homestays”, “we”, “our”, “us”) is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, store, process, and safeguard your information when you:

  • Visit our website
  • Make a booking
  • Submit an enquiry
  • Interact with our chatbot services (including Lyra)

By using our services, you consent to the practices described in this Policy.

1. Information We Collect

1.1 Personal Information

We may collect:

  • Full name
  • Email address
  • Phone number
  • Booking details
  • Any information voluntarily shared during enquiries or chat interactions

1.2 Conversation & Usage Data

When interacting with our website or chatbot, we may collect:

  • Chat messages and responses
  • Interaction timestamps
  • IP address
  • Browser and device metadata
  • Basic website usage analytics

2. Purpose of Data Collection

We use collected information to:

  • Facilitate reservations
  • Coordinate with Property Owners
  • Provide customer support
  • Operate and improve chatbot services
  • Respond to enquiries
  • Enhance user experience
  • Maintain security and prevent misuse
  • Comply with legal and regulatory obligations

3. Chatbot Policy (Including Lyra)

When you interact with our chatbot or messaging services:

3.1 Use of AI & Automated Systems

Our chatbot uses automated systems to generate responses.

Conversations may be reviewed in anonymised and aggregated formats to improve response quality, safety, and accuracy.

Locale Homestays does not use chatbot conversations to train public or third-party AI models.

3.2 Data Storage & Security

We implement reasonable technical and organisational safeguards, including:

  • Encryption mechanisms
  • Access controls
  • Secure hosting infrastructure
  • Monitoring via system logs and alerts

While no system is completely immune to risk, we take appropriate measures to protect your information.

3.3 Data Retention

Personal and conversation data are retained only for a limited period based on:

  • Operational needs
  • Service improvement
  • Compliance requirements

Users may request earlier deletion by contacting us through our official contact details.

4. Cancellation & Refund Policy

Locale Homestays operates as a hospitality platform connecting guests with independently owned properties (“Property Owners”). Cancellation terms vary by property and are clearly displayed at the time of booking.

By confirming a reservation, you agree to the cancellation policy applicable to your selected property.

4.1 Policy Categories

Properties listed on our platform may follow one of the following cancellation structures:

Flexible

  • Full Refund: Cancellation made at least 1 day prior to check-in.
  • Partial Refund: Cancellation made within 1 day of check-in.

Moderate

  • Full Refund: Cancellation made at least 5 days prior to check-in.
  • Partial Refund: Cancellation made within 5 days of check-in.

Limited

  • Full Refund: Cancellation made at least 14 days prior to check-in.
  • Partial Refund: Cancellation made between 7–14 days prior to check-in.

Cancellations made beyond the stated full or partial refund windows may be non-refundable unless otherwise specified.

4.2 Property-Specific Application

Each property determines its applicable cancellation category in coordination with Locale Homestays. The cancellation policy shown on the property listing and booking confirmation shall prevail in case of any ambiguity.

4.3 Payments & Refund Processing

  • Refund eligibility is determined based on the applicable cancellation category.
  • Refund processing is executed by the Property Owner.
  • Processing timelines may vary depending on banking partners and payment providers.
  • Transaction or gateway charges may be deducted where applicable.

Locale Homestays acts as a booking facilitator and shall not be held liable for delays, deductions, or disputes arising from payment processing handled by Property Owners.

4.4 Date Modifications

  • Property availability
  • Pricing adjustments
  • Property Owner approval

Modification requests made within restricted cancellation windows may be treated as cancellations under the applicable policy.

4.5 Exceptional Circumstances

In rare cases involving force majeure events, natural disasters, government restrictions, or other unforeseeable circumstances, cancellation requests may be reviewed at the discretion of the respective Property Owner in coordination with Locale Homestays. Approval of exceptions is not guaranteed.

4.6 Dispute Resolution

Any disputes relating to cancellations or refunds must first be addressed directly with the Property Owner. Locale Homestays may assist in communication but does not assume financial liability for owner-issued refunds.

5. Data Sharing

Locale Homestays does not sell, rent, or trade personal information.

Information may be shared:

  • With relevant Property Owners for booking coordination
  • With trusted service providers under confidentiality obligations
  • If required by law or legal process
  • To protect legal rights or prevent fraud or misuse

6. Cookies & Tracking Technologies

We may use limited cookies or similar technologies to:

  • Maintain session continuity
  • Improve website functionality
  • Collect basic analytics

Users may adjust browser settings to manage cookie preferences.

7. Age Restriction

Our services are intended for individuals 18 years of age or older. We do not knowingly collect personal information from minors.

8. Your Rights

Subject to applicable law, you may:

  • Request access to your personal data
  • Request correction of inaccurate information
  • Request deletion of your data
  • Request restriction of processing

Requests may be submitted via the contact details provided on our website.

9. Policy Updates

Locale Homestays reserves the right to update this Privacy Policy periodically. Any changes will be reflected on this page with an updated “Last Updated” date.

Last Updated: February 2026