Privacy Policy

Effective date: October 18, 2026

Kaila is an appointment-booking service operated by Nostos, LLC ("Kaila," "we," "us"). This policy describes what information we collect when you use Kaila — as a customer booking an appointment with a business that uses Kaila, or as a business using Kaila to manage bookings — and how we use and protect it.

Information we collect

Booking information you provide: your name, mobile phone number, email address, and the details of your appointment (the business, service, date and time).
Business account information: if you run a business on Kaila — your business name, contact details, services, and schedule, and the names and mobile numbers of the owners, managers and staff you add.
Text consent records: when you agree to texts, a record of how and when you agreed. If you agree at a business's front desk, in person or by phone, the record also shows which staff member recorded your yes, when, and the phone number.
Message and delivery records: when we send a text or email about your booking, we keep a record of the message and its delivery status.
Basic technical information: standard server logs (such as IP address and browser type) used to operate and secure the service.
Shop photos: photos a business uploads for its booking website. We remove location and camera details from each photo when it is uploaded. The photos appear on the business's public booking website.
App notification tokens: if you use the Kaila app and allow notifications, a token from Apple (iPhone and iPad) or Google (Android) that lets us send notifications to your device. We delete it when you sign out.
Error reports: when something goes wrong on our servers, a technical report of the error. We remove personal information from these reports before they are stored.
Sign-in information: the session that keeps you signed in, and the one-time codes we send. Codes expire within minutes.
Billing information: if your business pays Kaila — the billing name and address for your receipts; the kind of card or bank account, its last four digits and, for a card, its expiry date; and a record of each payment, refund, and charge for texts. Stripe takes the full card or bank account number in its own secure form. It never reaches Kaila, and we never see or keep it.

How we use it

To provide the booking service — creating, changing, and managing appointments.
To send transactional appointment notifications: verification codes, booking confirmations, reminders, and notices when an appointment is moved, cancelled or missed, and — when a business turns these on — notices that a booking request was received, accepted or declined, and that a time you asked about has opened up, by text message (SMS) and/or email.
To send texts for Kaila business accounts, at the person's own number: codes to sign up, sign in, confirm a new sign-in number or confirm a sensitive change such as a new payment method; one notice to the old number when the sign-in number is changed; and notices about the account, such as a problem with a payment to Kaila. When staff invites are turned on, a new staff member gets one sign-in code and a link to the app. These come from a separate Kaila number with its own STOP.
To show notifications in the Kaila app about bookings at your business — for example a new, moved or cancelled appointment. A notification can show the client's name and the appointment time.
To translate your business's booking-website text between Chinese and English, only when you tap 翻译 (Translate). See "AI translation" below.
To bill businesses for Kaila (the plan and texts) and to give them receipts.
To respond to support requests and keep the service secure. Authorized Kaila staff may access a business's Kaila account and the data in it to provide support, fix problems and keep the service secure.

We do not send marketing text messages.

The Kaila text-message (SMS) program

What you receive: texts about appointments you make with businesses that use Kaila: a verification code (some businesses ask for one), booking confirmations, reminders, and notices when an appointment changes, is cancelled or is missed. No marketing texts. When a business turns them on, you may also get a notice that your booking request was received, accepted or declined, and a notice that a time you asked about has opened up. For a group booking, only the person who made the booking gets texts.
How you ask for texts: online, by entering your mobile number on a business's Kaila booking page — the line under the field says what you will get. You can reply STOP at any time. Or in person or by phone: when you tell the business yes, its staff record your yes in Kaila. A business may not add a number you did not give it.
Message frequency varies (usually 2 to 5 texts per booking). Msg & data rates may apply.
Opt out any time: reply STOP (or STOPALL, END, CANCEL, UNSUBSCRIBE, QUIT, OPTOUT, REVOKE). Reply HELP for help, or write to support@hikaila.com. A STOP reply never cancels a booking.
One STOP list for all of Kaila: when you reply STOP, Kaila adds your phone number to one list for the whole Kaila service. Kaila keeps the list; businesses cannot see it. While your number is on it, Kaila sends it no appointment texts from any business. If you book with a number on the list, your booking page tells you so. To get texts again, text START from that phone to +1 (360) 800-3355.
Business-account texts: owners, managers and staff get codes and account notices at their own number, as described above. These come from a separate Kaila number with its own STOP.

Mobile information is never sold or shared for marketing

Mobile opt-in information and consent — your phone number and your agreement to receive text messages — are never shared with, or sold to, third parties, affiliates, or lead generators for marketing or promotional purposes. No exceptions. Only the business you booked with and the providers that deliver the texts see your number, and only to serve your appointment.

When we share information

The business you book with receives your booking details — your name, contact information, and the appointment specifics — because that is what a booking is: the business needs them to provide your appointment. The business is responsible for its own handling of that information.
Our service providers receive only what they need to run the service, and each may use it only for that. They are listed below.
We also share information if required by law, or at your direction.

Our service providers:

Supabase — database and photo storage
Vercel — hosting
Twilio — text messages and phone-number checks
Resend — email
Apple and Google — app notifications
Google — address suggestions when a business enters its address, the business's time zone, and the map on a business's booking website
Anthropic — AI translation, only when a business taps 翻译 (see "AI translation")
Sentry — error reports, with personal information removed
GitHub — storage for our encrypted backups
Stripe — payments that businesses make to Kaila

AI translation

When a business taps 翻译 (Translate), we send the text being translated — such as service names and descriptions, the business's description, and staff bios — to Anthropic, an AI provider, which returns the translation. We send only that text, and only when you tap the button. We do not send clients' information for translation.

How long we keep it

We keep personal information only as long as it serves the purpose it was collected for, then delete or anonymize it. Two categories are kept longer where the law expects it: records of SMS consent and opt-out (so we can always prove we respected your choices) and billing/transaction records (tax and accounting requirements).

Backups. We keep encrypted backups of our database and of shop photos for up to 90 days, so we can recover from a failure. Deleted information leaves the backups when they expire.

Closing a shop. When a business closes its shop in Kaila, we keep the shop's records for as long as we need them for legal, tax and dispute reasons. The business can ask us to delete them: email support@hikaila.com.

Deleting your Kaila account

A shop owner can delete their Kaila account in the app, after closing each shop they own. You can also ask us to delete your account without the app: email support@hikaila.com.

For 30 days you can undo it by signing in again. After that, we remove your name, phone number and email. Appointments you were part of stay in the business's records. A closed shop's records are kept as described in "Closing a shop".

Your choices and rights

Opt out of texts at any time (reply STOP).
Ask us what information we hold about you, ask us to correct it, or ask us to delete it: email support@hikaila.com. We honor deletion requests within the timeframes required by applicable law, keeping only what the law requires us to retain.

Our website

On hikaila.com we use Google Analytics and Vercel Web Analytics to understand how visitors use the site. Google Analytics sets cookies. The Kaila app and the businesses' booking pages do not use these tools.

Children

Kaila is not directed to children under 13, and we do not knowingly collect their information.

Changes

If this policy changes, we will post the new version here with a new effective date.

Contact

Nostos, LLC · support@hikaila.com