PRIVACY POLICY

Introduction

This Privacy Policy explains how Bali Pickleball ("we", "us") collects, uses, and protects information when you use our website or services at balipickleball.com. We operate in Amed, Bali, Indonesia, and serve customers from Indonesia and internationally. By using our services, you agree to the practices described below.

Information We Collect

We collect only what we need to provide our services.

• Booking details — Your name, email, phone number, and booking preferences. Required to confirm bookings and send you confirmations.
• Account information — If you create an account, we also store a password (hashed, never readable by us) and any account settings you provide.
• Player agreement — When you sign our player agreement: your full name, email, WhatsApp number, your signature (drawn or typed), the names and birth years of any children you add, the language and version you agreed to, and the time you signed. We also keep a one-way hash of your IP address and your browser type, to protect the form from abuse.
• Identification photo — If you add a photo when you sign the player agreement, we keep it so our staff can recognise you at the desk. Only staff see it; it is never published.
• Messages — When you message us on WhatsApp, Instagram, Facebook Messenger or Reclub, comment on or mention us in a post, write in a Reclub group or session chat we host, or leave us a Google review: your name or handle as the app shows it, your phone number or account ID, and what you send (text, photos, files, shared locations and contact cards). We keep these in one inbox so our staff can see the conversation and answer you, and we link a conversation to your booking and membership records when we can tell it is you.
• Cookies — We use cookies to keep you logged in, remember your preferences, and understand how people use our site. See the Cookies section below.
• Usage data — Standard analytics data such as pages visited, referrer, device type, approximate location (country/region), and interaction patterns such as how far you scroll and which parts of a page are on screen. Collected through Google Analytics and Microsoft Clarity. Clarity also records how visitors move through a page, as heatmaps and session replays. It hides what you type into forms, but a replay can show other text on the page.
• Error logs — If something breaks, we capture limited technical details (not your personal data) to fix it.

How We Use Your Information

• Booking management — To confirm and manage your bookings.
• Booking notifications — To send you booking confirmations, modifications, and cancellations by email.
• Customer support — To respond to inquiries, comments and reviews by WhatsApp, Instagram, Facebook, Reclub, Google or email.
• Player agreement records — To keep a record that you (and any children you added) accepted the player agreement, and to recognise you at the desk from your name and photo. Never for marketing.
• Product improvement — To improve our website and services based on how people use them.
• Advertising measurement — To measure advertising effectiveness, and to show our ads to people likely to be interested (see Google Ads and Meta below).
• Legal compliance — To comply with legal obligations.

Cookies

The cookies we use are essential (needed for the site to work), analytics (help us understand usage) or advertising (help us measure and show our ads). We respect your choices — EU visitors see a consent banner.

• bp_consent — Remembers your cookie consent choice (1 year).
• bp_just_booked — Lets the confirmation page report a new booking once, right after you make it (removed when that page opens, or after 10 minutes).
• bp_ref — Attributes your visit to a referring partner (30 days).
• bp_promo — Stores a promo code from a URL for staff to honor (7 days).
• bp_utm — Tracks which marketing campaign brought you here (7 days).
• bp_ad — Remembers that you arrived from one of our Google or Meta ads, and when, so we can count which ads bring players to the courts. If you book a court or sign the player agreement on the same device, which ad network and when are stored with your booking or form. Not set if you decline analytics cookies (EU visitors: only once you accept them); never shared with the ad networks (30 days).
• bp-waiver-lang — Remembers the language you chose for the player agreement (1 year).
• bp_booking_state — Preserves your booking selections if you log in mid-flow (5 minutes).
• _ga, _ga_XXXXX — Google Analytics session and visitor identifiers (up to 14 months).
• _clck, _clsk — Microsoft Clarity visitor and session identifiers (up to 1 year).
• _fbp — Meta Pixel visitor identifier, for measuring and showing our ads (up to 90 days).
• _fbc — Records that you came from a Meta ad, for measuring our ads (up to 90 days).
• _gcl_au, _gcl_aw — Record that you came from a Google ad, for measuring our ads (up to 90 days).
• Session cookies — Keep you logged in if you have an account (expires on logout).

Third-Party Services

We use these third parties to operate our service. Each has their own privacy policy.

• Google Analytics & Google Ads — Usage analytics and advertising measurement. We share hashed (one-way encrypted) email and phone with Google Ads for conversion measurement; Google cannot read these values in plain form.
• Google Tag Manager — Manages analytics and pixel tags.
• Microsoft Clarity — Heatmaps and session replays of how visitors use our pages, with form entries hidden. A replay can show other text on the page.
• Resend — Sends your booking confirmation emails.
• Vercel — Hosts our website and processes requests.
• Neon — Database provider (stores bookings, accounts and messages).
• Sentry — Error monitoring (does not receive your personal information).
• Google (OAuth) — If you log in with Google, Google provides us your name and email.
• Meta (WhatsApp, Instagram, Facebook) — Delivers the messages and comments you send us on those apps, and our replies. The Meta Pixel on our website also tells Meta about visits and actions, such as tapping a WhatsApp button or making a booking, so we can measure our ads and show them to people likely to be interested.
• Kapso — Connects our WhatsApp number to our inbox: every WhatsApp message and file between you and us passes through Kapso, which keeps its own copy.
• Reclub — Hosts our Reclub messages, group chats and session chats; we read them and post our replies through Reclub.
• Google Business Profile — Holds the Google reviews you leave us and our replies to them.
• Cloudflare R2 — Stores the photos and documents sent to us on WhatsApp.
• Anthropic (Claude) — Suggests replies to messages, comments and reviews, and translates messages written in another language. To do that it receives the recent conversation (up to 20 messages, ours included), your name as it appears in the app or on your record with us, a few facts from your record (such as whether you have signed the player agreement, your membership and your last visit) and your upcoming bookings. In messages and comments, phone, card and account numbers are blanked out first; photos and files are never sent (a document’s file name may be). No suggested reply is sent unless a member of our staff sends it. Under its commercial terms, Anthropic does not train its models on this data.

Your Rights

You have the right to:

To exercise any of these rights, email us at play@balipickleball.com.

• Access — Request access to the personal data we hold about you.
• Correction — Request correction of inaccurate data.
• Deletion — Request deletion of your account, the messages you sent us and associated data (subject to our need to keep booking records for business purposes).
• Export — Request an export of your data.
• Withdraw consent — Withdraw consent for analytics and advertising cookies at any time (clear your browser cookies or contact us).

Data Retention

Booking records are kept indefinitely as business records. Analytics data is retained for 14 months. Error logs are retained for 90 days. If you delete your account, we remove your personal profile but retain anonymized booking records.

Messages, comments and reviews, and the files sent with them, are kept so our staff can see your earlier conversations with us; we do not delete them on a schedule. Ask us and we will delete yours from our inbox; WhatsApp, Instagram, Facebook, Reclub and Google keep their own copies under their own policies.

Signed player agreements are kept for as long as a claim about your play at our courts could be brought, because they are the record of what you agreed to. An identification photo is deleted whenever you ask; the signed agreement itself stays.

Children

Our service is not directed at children under 13. Children under 17 require parental supervision to book. We do not knowingly collect personal information from children under 13. If you believe a child has submitted information, contact us and we will delete it.

Children under 18 are covered by the player agreement only through a parent or legal guardian, who adds them to their own form. For a child we keep only their name and birth year, on the parent’s record. We take no photo of a child.

International Transfers

Our service is operated from Bali, Indonesia. Some of our third-party providers (Google, Microsoft, Vercel, Neon, Meta, Kapso, Reclub, Cloudflare, Anthropic) process data in data centers around the world, including the United States and the European Union. We rely on their contractual commitments to protect your data. EU and EEA visitors are covered by Consent Mode v2 and appropriate data transfer mechanisms.

Indonesian Law (UU PDP) and GDPR

We comply with Indonesia’s Personal Data Protection Law (UU 27/2022) and, where applicable, the EU General Data Protection Regulation (GDPR). If you are in the EU/EEA, you have additional rights including the right to lodge a complaint with your local data protection authority.

Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be highlighted at the top of this page. The "Last updated" date reflects the most recent revision.

Contact

For privacy questions or to exercise your rights: play@balipickleball.com