Privacy Policy

This Privacy Policy explains how the HeroGuide platform (“HeroGuide”, “we” or “us”) collects, uses, stores and protects your personal information. By using our services you agree to this policy.

1. Information we collect and why

Account information — name, phone number, social login (e.g. Google), and email (optional). Used for registration, identity verification, order management and support.

Order information — travel dates, destination, service type (guide, interpreter, charter, etc.), party size and special requests. Used to match you with a suitable guide and complete settlement.

Payment information — transaction records (amount, time, status) via our payment providers. We do not store full card numbers or other sensitive payment data.

Reviews & feedback — your ratings, written reviews and any uploaded photos. Used to improve service quality (sensitive information is anonymized).

Device & log information — IP address, device model, OS version and usage logs. Used for security, troubleshooting and improving the experience.

2. How we use information

Lawfulness: we use your information only to provide the service, perform our obligations or comply with the law.

Minimization: we do not collect personal information unrelated to the service.

Third-party sharing is limited to:

Guides — only order-necessary information (name, contact, requirements), under confidentiality obligations.
Partners — payment processors or insurers, with prior notice and authorization.
Legal requirements — where required by law (e.g. judicial investigation, anti-fraud).

3. Storage & protection

We apply technical safeguards (encrypted transport / HTTPS, data masking, firewalls), restrict staff access, run regular security audits, and have an incident-response plan for data breaches.

4. Your rights

Access & correction: you can view and edit your information and orders in your account.

Account deletion: email contact@hero-guide.com to request deletion; we will process it within 15 business days.
Data deletion: if the service has ended with no pending disputes, you may request deletion of non-essential retained information.

5. Minors

We do not allow children under 14 to register independently. A guardian must act on their behalf and bear full responsibility, and may contact us to review or delete a minor’s information at any time.