Privacy Policy

Orana Software Inc. (Wyoming, USA) and Orana Software Pty Ltd (Australia), trading as Orana Stay ("we", "us", "our"), are committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard information when you use our platform at oranastay.com and any associated services (the "Service").

By using the Service, you agree to the collection and use of information as described in this policy.

1. Information We Collect

Information you provide directly

• Account registration details, name, email address, company name, property details
• Billing information, processed and stored by Stripe; we do not store card details
• Communications, emails, support requests, and demo bookings sent to us
• Property content, website URLs, uploaded files, photos, and text you provide during onboarding

Information collected automatically

• Usage data, pages visited, features accessed, time spent, clicks and interactions
• Device and browser information, IP address, browser type, operating system
• Cookies and tracking technologies, see Section 6 (Cookies) for full details
• Log data, server logs including access times, error reports, and referring URLs

Information from third parties

• PMS and channel manager data, booking records, guest names, contact details, and stay information synced via your connected integrations
• OTA data, booking and guest information from Airbnb, Booking.com, and other connected platforms
• Experience booking data, transaction data from Viator and FareHarbor via the guest guide

2. How We Use Your Information

We use the information we collect to:

• Provide, operate, and maintain the Service
• Generate and publish AI-powered guest guidebooks on your behalf
• Process payments and manage your subscription via Stripe
• Sync booking and guest data from your connected PMS and OTA integrations
• Send transactional and informational communications relating to your account, service updates, and platform changes, we do not send unsolicited marketing emails
• Analyse usage patterns to improve the Service
• Respond to support requests and enquiries
• Comply with legal obligations

3. Data Storage and Security

All data collected and processed by Orana Stay is securely stored on Microsoft Azure cloud infrastructure. Azure maintains industry-standard security certifications including ISO 27001, SOC 2, and compliance with GDPR, the Australian Privacy Act, and other applicable regulations.

We implement appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure, or destruction. These include encryption in transit (TLS), encryption at rest, access controls, and regular security reviews.

While we take all reasonable precautions, no method of electronic transmission or storage is 100% secure. We cannot guarantee absolute security.

4. Data Sharing and Disclosure

We do not sell your personal data. We may share information with:

Service providers

• Microsoft Azure, cloud infrastructure and data storage
• Stripe, payment processing
• Google Analytics, website usage analytics
• Meta (Facebook Pixel), advertising and conversion tracking
• Viator / FareHarbor, experience booking fulfilment
• Twilio / MailGun, SMS and email delivery (paid plans)
• ElevenLabs, AI Concierge voice and chat functionality (paid plans)

Legal requirements

We may disclose your information if required to do so by law, court order, or government authority, or if we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

Business transfers

In the event of a merger, acquisition, or sale of all or part of our business, your data may be transferred as part of that transaction. We will notify you of any such change.

5. Data Retention

We retain your personal data for as long as your account is active or as necessary to provide the Service. If you cancel your account, we will delete or anonymise your personal data within 90 days, unless we are required to retain it for legal, regulatory, or legitimate business purposes.

Aggregated, anonymised analytics data may be retained indefinitely.

6. Cookies

We use cookies and similar tracking technologies on our website. For full details on the cookies we use and how to manage them, please see our Cookie Policy.

7. Your Rights

Depending on your location, you may have the following rights regarding your personal data:

• Access, request a copy of the personal data we hold about you
• Correction, request correction of inaccurate or incomplete data
• Deletion, request deletion of your personal data, subject to legal retention requirements
• Portability, request your data in a structured, machine-readable format
• Objection, object to processing of your data for certain purposes
• Restriction, request that we restrict processing of your data

To exercise any of these rights, contact us at info@oranasoftware.com. We will respond within 30 days.

8. Australian Privacy Act

For users in Australia, Orana Software Pty Ltd complies with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). If you are an Australian resident and believe we have not handled your personal information in accordance with the APPs, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

9. GDPR (European Users)

If you are located in the European Economic Area, our legal basis for processing your personal data is:

• Contract performance, to provide the Service you have subscribed to
• Legitimate interests, to improve the Service, prevent fraud, and ensure security
• Legal obligation, where required by applicable law
• Consent, where you have given explicit consent (e.g. optional cookies)

You may have the right to lodge a complaint with your local data protection authority.

10. Children's Privacy

The Service is intended for business use only and is not directed at individuals under the age of 18. We do not knowingly collect personal data from minors. If you believe a minor has provided us with personal data, please contact us and we will delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by updating the "Last updated" date at the top of this page. Continued use of the Service after any changes constitutes acceptance of the updated policy.