Privacy Policy
Last updated 17 September 2026
This policy explains what personal information Shelter collects when you use shelterstays.app or the Shelter app, why we use it, who we share it with, and the choices you have. Shelter is the controller of this information. Contact us at hello@shelterstays.app.
What we collect
| Information | Where it comes from | Why we use it |
|---|---|---|
| Name, email address and/or phone number | You, when you sign in with Apple, Google or your phone number | To create and secure your account and contact you about bookings |
| Language and currency preference | You, or your device settings | To show Shelter in your language and estimate prices in your currency |
| Bookings: stay, dates, amount paid | Your bookings | To provide the stay, handle problems and refunds, pay hosts, and keep financial records |
| Payment details | You, entered on Stripe's secure page | To take payment. Card numbers go to Stripe and are never stored by Shelter |
| Listings: photos, description, price, town, approximate location, contact phone number | You, when you list a home | To publish your listing. The phone number, photos, description and town are shown publicly so buyers can contact you |
| Reports about listings | You, when you use Report | To keep Shelter safe |
| Messages to our chat assistant and emails to our team | You | To answer your questions and resolve problems |
| Basic technical data (browser type, IP address, security signals) | Your device, including Google reCAPTCHA during phone sign-in | To keep the service working and prevent fraud and abuse |
We don't use advertising cookies or sell your personal information. The website stores small pieces of information on your device (for example, your language choice and whether you're signed in) only so it works properly.
Our legal reasons (UK and EU)
- Contract: to run your account, bookings, payments and listings.
- Legitimate interests: to keep Shelter safe, prevent fraud, review listings and improve the service.
- Legal obligation: to keep financial records and respond to lawful requests.
- Consent: where we ask for it, such as your device location when you add it to a listing. You can withdraw consent at any time.
Who we share it with
We use trusted service providers who process information for us under contract:
- Google (Firebase, Google Cloud and Google Workspace) — sign-in, database, photo storage and email.
- Stripe — card payments and fraud prevention.
- Netlify — website hosting.
- Anthropic — the AI model that powers our chat assistant and helps our team answer emails and review listings.
- Apple — if you sign in with Apple.
When you book, the host receives what they need to host you (such as your name and stay dates). When you list a home, the details shown on the listing are public. We may also share information if the law requires it, or to protect someone's safety.
Some of these providers process information outside the UK and EU (for example, in the United States). Where they do, we rely on recognised safeguards such as the UK International Data Transfer Addendum and the EU Standard Contractual Clauses.
How long we keep it
- Account information: until you delete your account.
- Booking and payment records: 6 years after the booking, as tax and accounting law requires.
- Listings: until you or we remove them; hidden listings are kept for up to 12 months in case of disputes.
- Chat and email conversations and reports: up to 24 months.
Deleting your account
In the website or app, go to Account › Delete my account. This deletes your profile and sign-in and hides any homes you listed. You can also email hello@shelterstays.app from the email address on your account and ask us to delete it. We keep booking and payment records only as long as the law requires.
Your rights
Depending on where you live, you can ask to access, correct, delete or receive a copy of your information, object to or restrict how we use it, and withdraw consent. Email hello@shelterstays.app and we'll respond within one month. If you're unhappy with how we've handled your information, you can complain to the UK Information Commissioner's Office (ico.org.uk) or your local data protection authority.
Children
Shelter is for people aged 18 and over. We don't knowingly collect information from children.
Security
Information is encrypted in transit, access is limited to people and systems that need it, and card payments are handled by Stripe. No system is perfectly secure; if we become aware of a breach that affects you, we'll tell you as the law requires.
Changes
We'll update this page when our practices change and show the date at the top. If a change is significant, we'll let you know before it takes effect.