Privacy Policy

Romeo ("we", "us") is an AI travel companion. This Privacy Policy explains how we collect, use, store, and disclose your personal information when you use our website, mobile app, and chat experience (the "Service"). It applies to everyone who uses Romeo, regardless of where you live.

We've tried to write this in plain English. If anything's unclear, email privacy@withromeo.com and we'll explain.

1. Who we are

Romeo is operated by an Australian-based team. Our primary place of business is Brisbane, Queensland. For the purposes of the Australian Privacy Act 1988 (Cth), we treat ourselves as the entity responsible for your personal information. We comply with the Australian Privacy Principles ("APPs"). We also recognise the rights of users in the European Union and United Kingdom under the GDPR and UK GDPR, and California users under the CCPA.

2. What we collect

Information you give us directly

• Account information: name, email address, password (hashed), profile photo if you upload one.
• Trip preferences: destinations you ask about, budgets, travel dates, dietary restrictions, accessibility needs, names of travel companions if you mention them, and other preferences you share with Romeo in chat.
• Payment information: processed by Stripe, our payment provider. We never see or store your full credit card number. We receive a token, your billing email, the last 4 digits, and your billing country.
• Communications: when you email us, fill out a form, or contact support, we keep a copy of your message.

Information we collect automatically

• Usage data: pages visited, features used, time spent, error logs.
• Device data: browser type, operating system, screen size, IP address (truncated for privacy).
• Cookies and similar: see our Cookie Policy.

3. How we use your information

• To run the Service: respond to your chats, plan your trips, save your itineraries, remember your preferences.
• To improve the Service: we may use anonymised and aggregated data (data that cannot be linked back to you) to study usage patterns and improve Romeo's responses. We do not use your personal data to train AI models.
• To provide customer support and respond to your questions.
• To detect, prevent, and respond to fraud, abuse, or security incidents.
• To comply with our legal obligations, including under Australian law.
• With your consent, to send you product updates and marketing communications. You can unsubscribe at any time.

4. Service providers and sub-processors

Romeo's responses are generated by large language models operated by third-party AI providers. When you chat with Romeo, the contents of your messages are sent to these providers to generate a response. We choose providers that have committed contractually not to train their models on your data.

Our service providers fall into these categories:

• AI providers: generate chat responses and multimodal processing
• Database and authentication: stores your account, chat history, and trip plans
• Payment processing: handles your subscription securely
• Image and map services: provide photos and geocoding for trips
• Affiliate booking partners (Booking, Skyscanner, Viator, Get Your Guide, and others): only when you click through to make a booking

Each provider has its own privacy policy. We've selected providers that meet a high standard of security and data protection. We'll update this policy when this list materially changes.

5. Where your data is stored

Your data is stored on servers in regions chosen for performance and compliance. Some service providers may process your data outside Australia, including in the United States, the European Union, and other countries. We rely on standard contractual clauses or equivalent transfer mechanisms where required.

If you are in the European Union or United Kingdom, this transfer is necessary to provide the Service you've requested.

6. How long we keep your data

• Account data: for as long as your account is active.
• Chat history and trip plans: retained while your account is active so Romeo can remember you. You can delete individual trips at any time.
• Inactive accounts: if you don't use Romeo for 24 consecutive months, we may anonymise or delete your account data after sending you a notice.
• Deleted accounts: when you request deletion, we delete your personal data within 30 days. Some data may be retained in backups for up to 90 days but will not be used.
• Logs and security data: typically retained for 90 days.
• Financial records: retained for 7 years to comply with Australian taxation requirements.

7. Your rights

You have the right to:

• Access the personal information we hold about you
• Correct information that is inaccurate or out of date
• Delete your account and your personal information
• Export a copy of your data in a portable format
• Object to certain uses of your data, including marketing
• Withdraw consent for processing that relies on consent
• Lodge a complaint with the Office of the Australian Information Commissioner (OAIC), or with your local data protection authority if you are in the EU/UK

To exercise any of these rights, email privacy@withromeo.com. We aim to respond within 30 days.

8. Data breach notification

If we become aware of a data breach that is likely to result in serious harm to you, we will notify you within 72 hours of becoming aware of it, in line with the Notifiable Data Breaches scheme under the Australian Privacy Act 1988. We will also notify the OAIC where required.

9. Children

Romeo is not intended for children under 16. We do not knowingly collect personal information from anyone under 16. If you believe a child has provided us with information, email privacy@withromeo.com and we will delete it.

10. Security

We use industry-standard security measures including encryption in transit, encrypted storage, and access controls. No system is perfectly secure, but we work hard to protect your information.

11. Changes to this policy

We may update this policy as Romeo evolves. When we do, we'll update the "Last updated" date at the top of this page and, for material changes, notify you by email or in the app.

12. Contact us

For privacy questions, requests, or complaints:

Email: privacy@withromeo.com
Brisbane, Queensland, Australia

You can also lodge a complaint with the OAIC at oaic.gov.au.