This Privacy Policy explains how Stay Guide (“Stay Guide,” “we,” “us,” or “our”) collects, uses, discloses and protects personal information when you use Stay Guide websites, knowledge-base services, AI-powered chat experiences, travel recommendations, personalized itineraries, plan purchases, accounts and related services (collectively, the “Service”).

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Stay Guide is an unincorporated trade name used by its California-based individual proprietor (the “Operator”). In this Privacy Policy, “Stay Guide,” “we,” “us” and “our” mean the Operator doing business under the Stay Guide name. Stay Guide researches, builds and maintains property and destination knowledge and provides conversational guides for hotel marketing and guest experience.

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This Privacy Policy applies whether you access Stay Guide directly or through a participating hotel, lodging property, destination, travel organization or other partner.

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This policy covers website visitors, guests using a guide, and hotel or other business contacts and purchasers. A participating property may also provide its own privacy notice. Where we process information for a property under its instructions, the applicable agreement and law determine our respective responsibilities.

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When you use a Stay Guide conversational guide, replies are generated by an artificial intelligence-powered system. Human research and curation support the guide; direct communications with Stay Guide personnel or a participating property are separate from automated chat replies.

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This Privacy Policy describes practices and choices and is not intended to create contractual rights beyond those provided by applicable law or a separately signed agreement.

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1. Information We Collect

The information we collect depends on how you use Stay Guide and the features available to you.

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Information You Provide

We may collect information that you choose to provide, including:

• questions and messages submitted through Stay Guide;

• travel plans, interests, preferences and requests;

• names;

• email addresses;

• telephone numbers;

• location or destination information;

• feedback and support communications;

• account or profile information where account features are offered;

• business name, property details, business contact role and billing contact information;

• selected plans, purchases, invoices, payment status, subscription records and related support requests; and

• other information you voluntarily provide through the Service.

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We may infer travel preferences and interests from your conversations in order to personalize recommendations.

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The conversational guide and ordinary support messages are not intended for passwords, payment card numbers, bank account information, government identification numbers or medical records. Please do not submit this information in chat or ordinary support messages. Use the designated checkout or account interface when payment or sign-in information is required.

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If you voluntarily include sensitive information in a conversation, that information may become part of the stored conversation.

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Purchases and Payment Information

When a hotel or other customer purchases a Stay Guide plan, build or additional-conversation pack through our website, Wix and Wix Payments, together with the banks, card networks and payment-method providers supporting the checkout, collect and process information needed to complete and administer the purchase. We may receive billing contact details, the items purchased, transaction amount and date, payment or invoice status, subscription details, fraud or verification information and payment-method information made available through the applicable configuration.

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Payment credentials are submitted through the Wix Payments checkout and the payment-method providers used for the transaction. The information handled by Wix Payments, another provider and Stay Guide depends on the payment method, provider terms and checkout configuration. We generally receive transaction and limited payment-method details, but the exact information available to us may vary. Do not submit payment credentials in a guest conversation or ordinary support message.

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Information Collected Automatically

When you use Stay Guide, we and our service providers may automatically collect certain technical and usage information, including:

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• IP address;

• browser type;

• device type and operating system;

• language and general geographic information;

• identifiers associated with a browser, device or session;

• referring website, participating property and the access source, such as a website, marketing link, booking communication or QR code;

• access times;

• pages, screens or features used;

• session and conversation activity, including visit times, first or returning visits and links between sessions where a browser or user identifier permits;

• interaction and usage information;

• error, performance and diagnostic information; and

• cookies, local storage or similar technologies used to operate, secure and understand use of the Service.

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2. Conversations

Stay Guide conversations may be stored.

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Stay Guide personnel and authorized service providers may have access to conversations when reasonably necessary to operate, maintain, troubleshoot, secure, analyze and improve the Service.

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If you access Stay Guide through or in connection with a participating hotel, lodging property or other partner, that property or partner may also have access to your conversation and related usage information.

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This may include your questions, the AI responses, travel preferences, requests, feedback and other information contained in the conversation.

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Participating properties may use this information to understand guest interests and needs, improve guest service, understand use of Stay Guide and improve their destination or property experience, subject to applicable law and their own obligations.

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You should not enter information into Stay Guide that you do not want Stay Guide or the relevant participating property to receive.

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The relevant participating property is the property associated with the guide you are using. The fact that a guide is independent of a property’s CRM or PMS does not mean a conversation is anonymous or that no information is collected or disclosed.

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3 How We Use Information

We may use personal information to:

• provide and operate Stay Guide;

• answer questions, generate travel recommendations and create personalized itineraries;

• personalize recommendations based on your interests and requests;

• maintain conversation context;

• provide account and sign-in functionality where offered;

• process purchases and administer billing, renewals, cancellations, payment disputes, any credits or refunds required by law or express agreement, and subscription access;

• communicate with you;

• provide customer support;

• analyze usage and understand which information or recommendations are useful;

• provide reporting and insights to participating hotels and partners;

• research, build and maintain a property’s guide and manage its reviews and approvals;

• troubleshoot errors and improve performance;

• develop, test and improve Stay Guide;

• protect the security and integrity of the Service;

• detect fraud, abuse or unauthorized activity;

• enforce our Terms of Use;

• comply with legal obligations;

• establish, exercise or defend legal claims; and

• create aggregated or de-identified analytics and insights.

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Where you request updates or promotional offers, or where otherwise permitted by applicable law, we may also use business contact or signup information for the communications described in Section 18.

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We may use automated systems to analyze conversations and infer travel interests and preferences for personalization and analytics.

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We do not use Stay Guide to make decisions that produce legal or similarly significant effects concerning you.

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4. Technology and Service Providers

Stay Guide uses third-party technology providers to operate the Service.

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These may include:

• Botpress and its related hosting, integration, infrastructure and model services used to operate the conversational experience;

• Wix website, hosting, account, commerce and related site services;

• Wix Payments and the banks, card networks, payment processors and payment-method providers used in the designated checkout;

• artificial intelligence and large-language-model providers selected by Stay Guide, Botpress or another service provider;

• cloud hosting and data infrastructure providers;

• analytics and performance providers;

• security and monitoring providers; and

• communications and support providers, including email and business-support tools.

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These providers may collect, receive, host, store, transmit, analyze, generate outputs from, retain and otherwise process personal information, including conversation content, prompts, outputs, account information, technical and usage data, and transaction information. The information and processing involved depend on the provider’s role, the features and settings used, and the provider terms, privacy notice, contract and law that apply.

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Botpress and artificial intelligence or model providers may process prompts, messages, outputs and technical or session information to provide, monitor, secure, evaluate, support or improve their technologies. Depending on the provider, service and configuration, information may be processed in the United States or other countries and may be retained or used for service improvement, evaluation, model development or model training where permitted by the applicable terms, contract and law. Unless Stay Guide expressly states otherwise for a specific feature, we do not promise that a provider will process information only in a particular country, retain it for a fixed period or exclude it from all model or service improvement.

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The providers, subprocessors, processing locations, services and configurations used by Stay Guide may change as the Service develops. Subject to applicable law and any binding commitments, we may select, replace and configure providers based on operational, security, legal and business needs.

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Some providers act on our behalf, while others, including Wix Payments and certain payment, analytics, platform or artificial intelligence providers, may process information for their own fraud-prevention, security, compliance, service-improvement or other purposes under their own terms and privacy notices. We do not control the independent practices of those providers. Questions about providers relevant to your use of Stay Guide can be sent to contact@stayguide.travel.

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5. Participating Hotels and Partners

Stay Guide may be made available by a participating hotel, lodging property, destination organization or other partner.

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When you use Stay Guide through such a partner, we may disclose information associated with your use of Stay Guide to that partner.

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Depending on the implementation, this information may include:

• conversation content;

• questions and AI responses;

• travel interests and preferences;

• requested recommendations;

• feedback;

• usage and engagement information; and

• aggregated or de-identified analytics.

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A participating hotel or partner may have its own privacy practices governing information it receives or separately collects from you.

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Stay Guide is not responsible for information that a third party independently collects outside of the Stay Guide Service.

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The standard guide does not require a direct connection to a hotel’s CRM or PMS. A hotel may distribute a guide link through its website, CRM, booking email or other communications without giving Stay Guide access to the rest of that system.

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Selecting a booking, email or other contact link does not by itself send your full Stay Guide conversation to the recipient. The destination may receive ordinary technical or referral information, and you may choose to provide information directly. If a feature expressly offers to send a request or conversation details, information is shared as described for that feature and with any required authorization. This is separate from the conversation access already described above.

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6 Other Ways We May Disclose Information

We may also disclose information:

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Service Providers

To vendors and contractors that perform services for us, including website hosting, commerce, payment processing, artificial intelligence, analytics, security, communications and support.

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Legal and Safety Purposes

If reasonably necessary to:

• comply with applicable law, regulation, subpoena or legal process;

• respond to lawful government requests;

• protect the rights, safety or property of Stay Guide, users or others;

• investigate fraud, abuse, security incidents or unlawful activity; or

• establish, exercise or defend legal claims.

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Business Transactions

In connection with a financing, investment, acquisition, merger, reorganization, sale of assets or similar business transaction involving Stay Guide.

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With Your Direction or Consent

When you request, authorize or consent to a disclosure.

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7. Sale and Advertising

Stay Guide does not currently sell personal information for money.

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Stay Guide does not currently share personal information for cross-context behavioral advertising.

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We may introduce advertising, marketing measurement, audience-building, personalization or related technologies in the future. Those practices may involve disclosing identifiers, device or browser information, activity information or inferred interests to advertising, social-media, analytics or measurement partners and may constitute a “sale,” “sharing” or targeted or cross-context behavioral advertising under some laws. If and when such practices are introduced, we will update our disclosures and provide the notices, consent mechanisms and opt-out choices required by applicable law.

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Nothing in this section restricts our use or disclosure of aggregated or de-identified information, or other information that applicable law does not treat as personal information.

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8. Aggregated and De-Identified Information

We may aggregate, anonymize or de-identify information so that it can no longer reasonably be associated with an identifiable individual.

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We may use and disclose this information for analytics, product development, reporting, research and business purposes, subject to applicable law.

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Where information is maintained as de-identified information, we take reasonable steps to keep it from being associated with an individual and do not attempt to re-identify it except where permitted by applicable law.

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9. Cookies and Similar Technologies

Stay Guide and its service providers may use cookies, browser storage and similar technologies to:

• operate the website, conversational guide, accounts and checkout;

• maintain sessions and, where supported, recognize a returning browser or user;

• remember preferences;

• protect security;

• understand usage;

• diagnose performance issues; and

• improve the Service.

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Your browser may allow you to block or delete cookies or local storage. Doing so may affect certain features of Stay Guide.

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Website and service providers may set, read or receive cookies, identifiers and technical information when their functions load or are used. Available controls vary by website, feature, device, browser, region and provider. You may be able to block or delete some technologies through browser or device settings, but doing so may affect the Service. An independent website reached through a link may collect information under its own notice.

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Some browsers transmit Do Not Track signals. Because there is no uniform standard for interpreting those signals, the Service may not respond to them. Legally recognized opt-out preference signals, such as Global Privacy Control, are separate and may apply when a covered business sells or shares personal information. Any obligation to recognize such a signal is governed by applicable law, and the available technical response may vary by implementation. You may contact contact@stayguide.travel about tracking technologies and privacy choices applicable to the Service.

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Some laws require consent before certain nonessential technologies are used. Where that requirement applies, consent must be obtained through the appropriate interface before the relevant processing; this Privacy Policy is a notice and does not itself constitute or replace legally required consent.

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10. Data Retention

We retain information for as long as reasonably necessary or permitted for the purposes described in this Privacy Policy, including providing and personalizing the Service, maintaining conversation history, administering property services and subscriptions, handling billing, accounting and tax records, analyzing, developing and improving Stay Guide, securing the Service, preventing fraud and abuse, enforcing agreements, resolving disputes, establishing or defending claims, and complying with legal obligations.

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Retention periods may vary based on the type and sensitivity of information, the purposes for which it is used, operational needs, applicable law, contractual obligations, legal holds, limitation periods, security and fraud-prevention needs, backup cycles, and the settings and practices of service providers and participating properties. Subject to applicable law and binding commitments, we may set and adjust retention schedules in our reasonable discretion.

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Ending a hotel subscription, closing an account or deleting browser storage does not automatically erase all conversation, support, usage or transaction records. Deletion requests are handled under Section 12 and applicable law. Residual information may remain in backups, logs, archives, de-identified datasets and systems maintained by Stay Guide, participating properties or service providers until deleted or overwritten through their ordinary processes, or longer where retention is permitted or required.

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We may retain and use aggregated or de-identified information indefinitely where permitted by law.

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11. Security

We use reasonable administrative, technical and organizational measures designed to protect personal information.

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No electronic transmission, online service or storage system can be guaranteed to be completely secure, and we cannot guarantee absolute security.

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12. Your Choices and Privacy Rights

Depending on where you live and the law that applies to you, you may have rights concerning your personal information.

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These may include rights to:

• request access to personal information we maintain about you;

• request correction of inaccurate information;

• request deletion of certain information;

• request a copy or portability of certain information;

• object to or restrict certain processing;

• withdraw consent where processing is based on consent; and

• appeal or complain to an applicable privacy authority.

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You may submit a privacy request to:  contact@stayguide.travel

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If you used a guide without identifying yourself, include the relevant property or guide and any conversation or session details you have so that we can try to locate the information. Do not send sensitive identity documents unless we specifically request an appropriate verification method. Where a property independently holds your information, you may also need to contact that property.

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We may need to verify your identity before completing certain requests.

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Some information may be exempt from a request where retention or processing is permitted or required by law.

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We will not unlawfully discriminate against you for exercising applicable privacy rights.

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13. California Users

California residents may have additional privacy rights under applicable California law.

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Depending on whether a particular California privacy law applies to Stay Guide at the relevant time, these may include rights concerning access, correction, deletion, disclosure and certain uses or transfers of personal information.

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Requests may be submitted to:  contact@stayguide.travel

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Stay Guide does not currently sell personal information for money or share personal information for cross-context behavioral advertising. If those practices change, the disclosures and choices described in Section 7 will apply as required by law.

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14. International Users

Stay Guide may be accessed by users around the world.

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Stay Guide is operated from the United States, and our service providers may process information in the United States and other countries.

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As a result, information may be transferred to or processed in countries whose privacy laws differ from those of your home country.

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Processing locations and transfer routes may change with provider infrastructure and Service configuration. We do not promise that information will remain in a particular country or that a particular transfer mechanism applies in every context. International transfers are subject to the legal requirements applicable to the relevant processing and provider.

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If privacy laws in your jurisdiction give you specific rights regarding access, correction, deletion, restriction, portability, objection or withdrawal of consent, you may contact us at contact@stayguide.travel.

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15. Legal Bases Where Required

Where applicable law requires us to identify a legal basis for processing personal information, we process information as appropriate based on:

• performing a contract with you or taking steps at your request before entering into a contract;

• our legitimate interests in operating, securing, understanding and improving Stay Guide;

• your consent, where consent is requested;

• compliance with legal obligations; and

• protection of our rights and the rights of others.

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Where processing is based on consent, you may withdraw that consent as permitted by applicable law.

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16. Children

Stay Guide is intended only for adults age 18 and older.

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We do not knowingly solicit personal information from children or knowingly provide the Service to individuals under 18.

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If you believe a minor has provided personal information to Stay Guide, contact us at contact@stayguide.travel.

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17. Third Party Links and Services

Stay Guide may provide links or references to websites, businesses, booking services, maps, restaurants, attractions and other third-party services.

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Their privacy practices are governed by their own policies, not this Privacy Policy.

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We encourage you to review the privacy practices of third parties before providing personal information to them.

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A request, booking or purchase completed with an independent hotel, restaurant, activity operator or other provider is governed by that provider’s privacy notice and terms. Purchases of Stay Guide’s own business services are covered by the purchasing disclosures in this policy.

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18. Hotel Business Contacts and Marketing Communications

If you communicate with or purchase from Stay Guide on behalf of a hotel, property, destination organization, vendor or prospective business partner, we may collect business contact information such as your name, title, organization, email address, telephone number, account information, purchase and subscription details, and communications with us.

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We may use this information to manage the business relationship, research and build a property’s knowledge base, obtain reviews and approvals, maintain the guide, administer purchases and subscriptions, provide support and communicate regarding current or potential business activities.

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If you sign up for Stay Guide news, product information or a promotional or discount offer, we may use the contact details and signup information you provide to send the requested communications and administer the offer. Any discount or promotion is subject to the eligibility, availability, value, expiration, redemption, transfer and other terms presented at signup or with the offer, and may be modified or ended prospectively as those terms and applicable law permit. Your signup authorizes the requested communications to the extent permitted by law. Where separate consent is legally required, it must be obtained through the signup process; this Privacy Policy is not a substitute for that consent. Joining a mailing list does not require you to purchase a plan.

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You may unsubscribe from promotional emails using the unsubscribe link or by contacting contact@stayguide.travel. Unsubscribing from marketing does not stop necessary account, billing, security, service or privacy communications. A guest’s use of a guide does not by itself constitute consent to receive promotional emails from Stay Guide or a participating property.

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19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time as Stay Guide develops or our practices or legal obligations change.

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When we update the policy, we will revise the Effective Date above.

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If changes are material, we will provide additional notice through the Service, email or other appropriate means, and obtain any consent required by applicable law.

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20. Contact Us

For questions, privacy requests or concerns about this Privacy Policy or Stay Guide’s privacy practices, contact Stay Guide at contact@stayguide.travel.

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