Privacy Policy

1. About this policy

This privacy policy explains how Pampa Beauty & Wellness ("Pampa", "we", "us", "our") collects, uses, stores, shares and protects your personal information when you use the Pampa mobile application and related services.

Pampa is a two-sided marketplace that connects customers with independent beauty and wellness professionals who travel to customers' homes and other locations. We operate in Sydney and surrounding areas in New South Wales, Australia.

We are bound by the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). We have written this policy in plain English so you can understand what happens with your information.

2. What information we collect

The information we collect depends on whether you use Pampa as a customer, a professional, or both.

2.1 Information from all users

When you create a Pampa account using Google sign-in, we receive:

• Your name
• Your email address
• Your Google profile photo

We also collect:

• Push notification tokens (so we can send you notifications)
• Basic device and operating system information

2.2 Information from customers

If you use Pampa as a customer, we may also collect:

• Your phone number
• Your home address and map coordinates
• A service address for each booking (which may differ from your home address)
• Allergies or sensitivities (see Section 3 — this is health information and handled with extra care)
• Special instructions for your booking
• Photos taken before, during and after your service
• Star ratings and written reviews of professionals

2.3 Information from professionals

If you use Pampa as a professional, we may also collect:

• Your name or business name
• Your email address and phone number
• A short bio describing your services
• Your base location and the radius you are willing to travel
• Your weekly availability schedule
• The services you offer, including prices and durations
• Credentials, including your Australian Business Number (ABN), insurance details, certifications, products used, and your chaperone or staff safety policy
• Bank details for receiving payouts: BSB number, account number, account holder name and bank name
• Photos taken during bookings
• For salon accounts: phone numbers and labels for staff members

2.4 Information collected during service delivery

When a professional marks their status as "on the way" to a booking, we track the professional's live location and show it to the customer on a map. Location tracking stops once the professional arrives.

2.5 Payment information

We do not collect or store your credit card or debit card details. Card payments are processed by Stripe, a third-party payment processor. Pampa only receives and stores a reference ID from Stripe to link payments to bookings. Stripe's own privacy policy governs how they handle your card data.

2.6 Identity verification information

Both customers and professionals must complete identity verification before transacting on Pampa. Verification confirms that you are the person whose name appears on your account.

Identity verification is performed either by Pampa staff (manual review) or by a third-party identity verification provider (Persona, Inc.). When the third-party provider is used, the data collected from you for verification includes:

• A photograph of a government-issued photo ID (driver's licence, passport, or similar);
• A selfie photograph or short selfie video;
• Information extracted from your ID by the provider (your name as it appears on the ID, your date of birth, document type and document number, expiry date, issuing state or country).

SENSITIVE AND BIOMETRIC INFORMATION: The selfie and the provider's face-match between your selfie and your photo ID involve biometric information, which is "sensitive information" under the Privacy Act 1988 (Cth). We collect and use this information for the sole purpose of verifying your identity to keep the Pampa community safe. By starting verification, you consent to Pampa and its third-party provider collecting and processing your government ID and biometric (facial) information for this purpose. Verification is required to transact on Pampa; if you do not wish to provide this information, you can choose not to verify, but you will not be able to book or accept bookings.

The selfie, ID image, and biometric face-match are processed by the provider (Persona). Persona is located in the United States, so this information is disclosed to and processed overseas (see Section 5).

We receive a verification result (passed, declined, or further review needed) and a reference ID from the provider. The provider's authenticity checks (document tampering detection, face match against the ID) are performed by the provider and are not visible to Pampa beyond the pass/fail outcome.

We retain the verification result, reference ID, the redacted metadata returned by the provider, and the timestamp of verification on your Pampa account. We do NOT retain the photo ID image or the selfie image on our own systems — those are held by the third-party provider in accordance with their privacy policy. You can request deletion of your verification data as described in Sections 7 and 9, subject to the fraud-prevention retention period in Section 6.

2.7 Calendar information (professionals only)

If you are a professional, you can choose to connect an outside calendar (such as Google Calendar, Apple Calendar, or your other booking software) to Pampa. We access it only to see when you are already busy, so we can warn you before you double-book yourself.

• We only ever READ your calendar. We never create, change, or delete anything in it.
• You choose which calendars to connect, and you can disconnect at any time.
• By default we store only the dates and times you are busy, labelled simply "Busy". Event titles are stored only if you turn that option on yourself.
• These busy times are private to you. Customers never see them, and they never block a booking — they only give you a heads-up that something overlaps.
• When you disconnect a calendar, the information we imported from it is deleted.

Pampa's use of information received from Google APIs will follow the Google API Services User Data Policy, including the Limited Use requirements.

3. Health and sensitive information

The allergies and sensitivities field in your booking is classified as health information under Australian privacy law. We treat it with additional care.

We collect this information only when you choose to provide it. At the point of entry, we ask for your specific consent with the following notice:

"By entering allergy information here, you consent to Pampa storing it and sharing it with the professional attending your booking."

We use allergy information solely to inform the professional servicing your booking so they can take appropriate precautions. We do not use this information for marketing or any other purpose.

If you delete your account, allergy information is removed from your booking records (not just anonymised — actually deleted), because health information has a higher privacy standard than other personal data.

4. How we use your information

We use the information we collect to:

• Create and manage your Pampa account
• Match customers with professionals and facilitate bookings
• Show professionals' profiles, services, availability and reviews to customers
• Process and coordinate bookings between customers and professionals
• Process payout requests to professionals' bank accounts
• Send push notifications about booking updates and other relevant activity
• Show a professional's live location to customers during the "on the way" phase of a booking
• Display reviews, ratings and transformation photos on professional profiles
• Share allergy and sensitivity information with the professional attending your booking
• Respond to support requests and feedback
• Comply with legal obligations, including tax record-keeping
• Improve and maintain the app

5. Who we share your information with

5.1 Between customers and professionals

We share relevant information between the customer and the professional to enable the service. Contact phone numbers are shared only once the professional accepts the booking — before acceptance, neither party can call the other through the app. This includes:

Shared with the professional (on acceptance): The customer's name, phone number, service address, allergy or sensitivity information (if provided), special instructions, and booking details.

Shared with the customer (on acceptance): The professional's contact phone number, along with their name or business name, profile photo, bio, services, pricing, ratings, reviews, declared credentials, and live location during the "on the way" phase.

Before the professional accepts, the customer sees only the professional's public profile (name, photo, services, pricing, ratings) — not their phone number.

5.2 Third-party service providers

We use the following third-party services to operate Pampa:

Supabase (hosted on AWS Sydney) — Database hosting, user authentication, file storage. Australia (Sydney data centre).

Stripe — Payment processing. United States (headquarters).

Google — Sign-in authentication and Maps services. United States (headquarters).

Expo — Push notifications and over-the-air app updates. United States (headquarters).

Apple Push Notification Service — Push notification delivery to iOS devices. United States.

Firebase Cloud Messaging — Push notification delivery to Android devices. United States.

Persona (Persona Identities, Inc.) — Identity verification for customers and professionals. United States. Persona collects your government-issued photo ID and a selfie (biometric information) to verify your identity, and returns a pass/fail result and reference ID to Pampa. See Section 2.6.

These providers access only the information necessary to perform their specific function.

5.3 Overseas disclosure

Your core account and booking data is stored in Australia (see Section 6). However, some specific functions involve overseas providers:

• Payment processing is handled by Stripe (United States). When you pay through Pampa, your card details are sent directly to Stripe — Pampa does not see or store your card information.
• Identity verification is handled by Persona (United States). When you verify, your government-issued photo ID and selfie (biometric information) are sent to and processed by Persona. This is sensitive information; see Section 2.6 for what we collect and your consent.
• Google sign-in authenticates you using Google's servers (United States).
• Push notifications are routed through Expo, Apple Push Notification Service, and Firebase Cloud Messaging (all United States) to deliver alerts to your device.

By using Pampa, you acknowledge that information related to these specific functions may be transferred to and processed in the United States. We take reasonable steps to ensure these providers handle your information consistently with the Australian Privacy Principles.

5.4 Legal requirements

We may disclose your information if required to do so by law, regulation, legal process, or enforceable government request.

5.5 No sale of personal information

We do not sell your personal information to third parties.

6. How we store and protect your information

Your information is stored in Australia, in a database hosted by Supabase on Amazon Web Services (AWS) in the Sydney data centre (ap-southeast-2). Access to the database is restricted and requires authentication.

We take reasonable steps to protect your information from misuse, interference, loss, and unauthorised access, modification or disclosure. However, no system is completely secure, and we cannot guarantee the absolute security of your information.

Professional bank details (BSB, account number, account holder name, bank name) are stored in our database for the purpose of processing payout requests.

7. How long we keep your information

We retain your information for as long as your account is active and as needed to provide our services.

• Financial and tax records: We retain booking and payment records for up to 7 years to comply with Australian tax and financial record-keeping obligations.
• Anonymised booking history: Anonymised booking records (where your identity has been removed) may be kept indefinitely so that the other party to a booking retains their own records.
• Live location data: Location coordinates captured while a professional is travelling to a booking are retained on the booking record. When a professional's account is deleted, these coordinates are removed.
• Identity verification records: The verification result and reference ID are retained for the life of your account plus up to 7 years for fraud prevention and audit purposes. Photo ID and selfie images held by the third-party provider are subject to that provider's own retention policy.
• After account deletion: See Section 9 for details.

8. Your rights

Under the Australian Privacy Principles, you have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate, out of date, incomplete, irrelevant or misleading
• Request deletion of your account (see Section 9)
• Withdraw consent for specific uses of your information (such as allergy data), though this may affect the services we can provide
• Complain if you believe we have breached the Australian Privacy Principles

To exercise any of these rights, contact us at privacy@pampaapp.com.

If you are not satisfied with our response to a complaint, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

9. Account deletion

You can delete your Pampa account through the app at Profile > Legal > Delete My Account.

When you delete your account, we:

• Remove your personal details — name, email, phone number, address, profile photo, bio, safety profile credentials, and bank details — from your account record
• Remove allergy and sensitivity information from your booking records (actually deleted, not just anonymised)
• Remove location tracking coordinates from your bookings
• Anonymise your booking history — your name is replaced with "A Pampa Customer" or "A Pampa Professional" so that reviews and booking records remain available to the other party without identifying you
• Retain in anonymised form booking and financial records as required for the other party's records and for tax and legal compliance
• Retain transformation photos on professional galleries — these form part of the professional's portfolio and are not linked to your identity after deletion
• Disable your login — you will be signed out and will not be able to sign back in

If a transformation photo clearly shows your face and you would like it removed, contact us at privacy@pampaapp.com.

You cannot delete your account while you have active bookings (pending, confirmed, or in progress). Please complete or cancel them first.

10. Data breaches

If we become aware of a data breach that is likely to result in serious harm to any individual whose information is involved, we will:

• Take immediate steps to contain the breach and reduce any harm
• Notify affected individuals as soon as practicable
• Notify the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches scheme under Part IIIC of the Privacy Act 1988 (Cth)

11. Children's privacy

Pampa is not directed at children under the age of 18. We do not knowingly collect personal information from children. If we learn that we have collected information from a child under 18, we will take steps to delete that information.

12. Changes to this policy

We may update this privacy policy from time to time. If we make significant changes, we will notify you through the app. The "Last updated" date at the top of this policy indicates when it was most recently revised.

13. Contact us

If you have questions about this privacy policy or how we handle your personal information, contact us at:

Email: privacy@pampaapp.com

Pampa Beauty & Wellness

ABN 82 747 559 356

Phone: +61 424 188 928

Website: www.pampaapp.com