Privacy Policy

HOLA GUIDES

PRIVACY POLICY

How we collect, use, and protect your personal information

Effective Date: August 14, 2026 | Version 2.0

1. Introduction

Hola Guides LLC ("Hola Guides", "we", "us", or "our") is committed to protecting the privacy of all users of its platform (the "Platform"), including travelers and guides. This Privacy Policy explains how we collect, use, disclose, and protect personal information when you use the Platform.

By using the Platform, you agree to the collection and use of your personal information as described in this Privacy Policy. If you do not agree with this Policy, please do not use the Platform.

This Privacy Policy applies to all users of the Platform, including travelers who book Tour Experiences and guides who offer Tour Experiences through the Platform.

2. Who We Are

Hola Guides LLC is the data controller responsible for the personal information collected through the Platform. We are a limited liability company incorporated in the State of Wyoming, United States of America.

For privacy-related inquiries, you may contact us at:

Hola Guides LLC — Privacy Officer · Email: hello@holaguides.com · Website: holaguides.com

3. Information We Collect

3.1 Information You Provide Directly

When you create an account, submit a booking request, offer tours as a guide, or otherwise interact with the Platform, we may collect the following personal information:

Account information: full name, email address, and password.

Contact information: country of residence, state or region, city, and phone number.

Booking information: tour preferences, party size, travel dates, meeting point, accessibility requirements, and any special requests.

Payment information (all users): billing name, billing address, and ZIP or postal code. We do not store your full card number, expiration date, or CVC; payment processing is handled by our third-party payment processor, subject to that processor's own privacy policy.

Guide payout and tax information (guides only): bank account details for receiving payouts, and the information provided on the W-8BEN tax form, which may include your legal name, country of citizenship, permanent residence address, date of birth, and foreign tax identifying number.

Guide balance and transaction records (guides only): tour prices earned, retained amounts, payout requests, and payout history.

Communications: messages exchanged through the Platform between travelers and guides, and any correspondence with Hola Guides support.

Guide profile information (guides only): professional background, languages spoken, tour descriptions, photographs, and other Listing content.

3.2 Information Collected Automatically

When you use the Platform, we automatically collect certain technical information, including:

Device information: device type, operating system, browser type and version.

Usage data: pages visited, features used, search queries, booking-flow interactions, and time spent on the Platform.

Log data: IP address, access times, referring URLs, and error logs.

Location data: general location inferred from your IP address. We do not collect precise GPS location without your explicit consent.

Meeting point: the location you provide as your tour meeting point, which is shared with your Guide upon Booking confirmation.

3.3 Cookies and Tracking Technologies

Hola Guides uses cookies and similar technologies to operate and improve the Platform. We use essential cookies (necessary for the Platform to function, including session management and booking-flow continuity), analytics cookies (to understand how users interact with the Platform, using tools such as Google Analytics), and preference cookies (to remember your settings). You may control non-essential cookies through your browser settings or our cookie preference center at holaguides.com/cookies. Disabling certain cookies may affect Platform functionality.

3.4 Information from Third Parties

If you sign in using a third-party service such as Google, we may receive certain account information from that service, including your name and email address, in accordance with that service's privacy policy and your account settings.

4. How We Use Your Information

Hola Guides uses the personal information we collect to:

operate the Platform: create and manage your account, process booking requests, facilitate communication between travelers and guides, and provide customer support;

process payments: transmit billing information to our payment processor to collect the Booking Total and to make payouts to guides. We do not process or store full payment card details;

process guide payouts and comply with tax obligations: manage guide balances, process payout requests, and collect and use W-8BEN information for tax reporting and withholding as required by United States law;

communicate with you: send booking confirmations, payment receipts, cancellation notices, tour-confirmation requests, platform updates, and responses to your inquiries;

improve the Platform: analyze usage patterns, identify technical issues, and develop new features and services;

ensure safety and compliance: verify guide identities, investigate reports of misconduct, enforce our Terms of Service and Guide Agreement, and comply with legal obligations;

send marketing communications: with your consent where required by law, send promotional emails about new guides, destinations, or platform features (you may opt out at any time); and

comply with legal obligations: respond to lawful requests from government authorities, courts, or law enforcement.

5. How We Share Your Information

5.1 With Guides

When a Guide accepts your booking request and you pay the Booking Total, we share with your Guide your name, contact information (email address and phone number), meeting point, party size, accessibility requirements, and any special requests, solely to enable the Guide to deliver your Tour Experience.

5.2 With Travelers (Guide Information)

Upon Booking confirmation, we share the Guide's contact details with the Traveler to facilitate coordination for the Tour Experience.

5.3 With Service Providers

We share personal information with trusted third-party service providers who assist us in operating the Platform, subject to confidentiality obligations, including:

Our payment processor: a third-party payment processor used to collect the Booking Total and make guide payouts, subject to its own privacy policy.

Vercel: platform hosting and infrastructure.

Google LLC: analytics (Google Analytics) and authentication (Google Sign-In).

Email service providers: for transactional and marketing communications.

5.4 For Legal Reasons

Hola Guides may disclose personal information if required by law, court order, or government authority, or if we believe in good faith that disclosure is necessary to protect the rights, property, or safety of Hola Guides, our users, or the public.

5.5 Business Transfers

In the event of a merger, acquisition, reorganization, or sale of all or part of our assets, personal information may be transferred to the acquiring entity, subject to the same privacy protections described in this Policy.

5.6 No Sale of Personal Information

Hola Guides does not sell, rent, or trade your personal information to third parties for their own marketing purposes.

6. Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this Policy, or as required by applicable law:

Account information is retained for as long as your account remains active and for a reasonable period thereafter.

Booking and transaction information is retained for a minimum of five years to comply with record-keeping and tax requirements.

Guide tax forms (W-8BEN) and payout records are retained as required by applicable United States tax law, generally for at least three years following the last payment or the expiration of the form, whichever is later.

Payment records are retained as required by our payment processor and applicable financial regulations.

Communications are retained for a period of three years or as required by law.

You may request deletion of your personal information at any time, subject to our legal obligations to retain certain records. See Section 8.

7. Data Security

We implement industry-standard technical and organizational measures to protect your personal information against unauthorized access, disclosure, alteration, or destruction, including encryption of data in transit using TLS; access controls limiting who within Hola Guides can access personal data; use of PCI-DSS compliant payment processing through our payment processor so that full card details are never stored on our servers; and regular review of our security practices.

No method of transmission over the internet or electronic storage is 100% secure. While we strive to protect your personal information, we cannot guarantee its absolute security. In the event of a data breach affecting your rights and freedoms, we will notify you and the applicable authorities as required by law.

8. Your Privacy Rights

8.1 General Rights

Depending on your location, you may have the right to access, correct, delete, and port your personal information; to object to processing for direct marketing; and to withdraw consent where processing is based on consent.

8.2 California Residents — CCPA Rights

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA), including the right to know, the right to delete, the right to correct, the right to opt out of sale (we do not sell personal information), the right to limit the use of sensitive personal information, and the right to non-discrimination. To exercise your CCPA rights, contact hello@holaguides.com. We will respond to verified requests within 45 days as required by law.

8.3 How to Exercise Your Rights

To exercise any of your rights, contact us at hello@holaguides.com with a description of your request. We may need to verify your identity before processing your request and will respond within the timeframe required by applicable law.

9. Children's Privacy

The Platform is not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. If you believe your child has provided us with personal information without your consent, please contact hello@holaguides.com and we will delete such information promptly. If a Tour Experience includes minors, the personal information of the minor is collected and managed through the account of the parent or legal guardian who made the Booking.

10. International Data Transfers

We are based in the United States. If you access the Platform from outside the United States, your personal information will be transferred to and processed in the United States, where data protection laws may differ from those in your country. By using the Platform, you consent to this transfer. We take appropriate safeguards to ensure your personal information remains protected in accordance with this Policy.

11. Third-Party Links and Services

The Platform may contain links to third-party websites or services not operated by Hola Guides. This Privacy Policy does not apply to those services, and we are not responsible for their privacy practices. We encourage you to review the privacy policies of any third-party services you access.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by email or through a prominent notice on the Platform prior to the changes taking effect. Your continued use of the Platform after the effective date of the updated Policy constitutes acceptance of the changes.

13. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

Hola Guides LLC — Privacy Officer · Email: hello@holaguides.com · Website: holaguides.com/privacy

We are committed to resolving privacy concerns promptly and transparently.