Privacy Policy

Last updated: April 8, 2026

This Privacy Policy explains how Tidecraft Co. Pty Ltd (ABN 31 787 550 075) ("we", "us", "our", "Tidecraft") collects, uses, stores, and protects information through the Pearla platform ("Pearla", "the Platform"). This policy applies to charter and experience operators who use the Platform ("Operators") and to the customers of those operators ("Customers") whose data is processed through the Platform.

1. Who This Policy Applies To

Pearla serves two types of users:

• Operators: Charter boat and experience operators who sign up for and use the Pearla platform to manage their customer communications, bookings, and payments.
• Customers: The end customers of those operators who interact with Pearla via SMS, email, or the operator's online booking page. Customers may not be aware that they are communicating with the Pearla platform, as Pearla operates on behalf of the operator.

2. Information We Collect

From Operators:

• Account information: name, email address, password, business name, business address, and phone number.
• Business information: boat details, trip types, pricing, policies, seasonal notes, FAQ answers, and any other information provided during onboarding or through the dashboard.
• Payment information: Stripe account connection details for receiving customer payments. Pearla does not store operator credit card numbers or bank account details directly. Subscription billing is handled through Stripe.

From Customers (on behalf of Operators):

• Contact information: name, email address, and phone number.
• Booking information: trip dates, party size, trip type, payment status, and booking history.
• Communication content: the full content of all conversations between the customer and Pearla, including messages sent via SMS, email, and the online booking page.
• Preference information: any details shared during conversations such as dietary requirements, experience level, mobility needs, or special requests.

Automatically collected:

• Usage data: how operators interact with the dashboard, including pages visited, features used, and login times.
• Device and browser information: IP address, browser type, and device type when accessing the dashboard or booking pages.

3. How We Use Information

We use the information we collect to:

• Provide the Platform's core functionality: handling customer enquiries, processing bookings, collecting payments, sending reminders, and managing post-booking communications on behalf of operators.
• Build and maintain each operator's knowledge base through the self-learning system, where operator-approved answers are stored for use in future customer conversations.
• Send automated messages on behalf of operators, including booking confirmations, trip reminders, review requests, and rebooking communications.
• Provide operators with customer analytics, booking insights, and business intelligence through the dashboard.
• Process subscription payments and manage operator billing.
• Provide technical support and troubleshoot issues.
• Improve the Platform's functionality, reliability, and communication quality.

4. Conversation Monitoring and Storage

All customer conversations conducted through the Pearla platform are monitored, stored, and logged. This includes messages sent and received via SMS, email, and the online booking page.

Conversations are stored for the following purposes:

• To provide operators with a complete record of customer interactions, accessible through the dashboard.
• To enable the Platform's self-learning functionality, where operator-approved answers improve future responses.
• For quality assurance and service improvement.
• To detect and prevent misuse of the Platform.

Operators can view all conversations associated with their account through the Pearla dashboard. Customers can request access to their conversation history by contacting us at the email address listed in Section 12.

5. Platform Administration and Account Access

Authorized Pearla platform administrators may access operator accounts and associated data for the following purposes:

• Providing technical support and troubleshooting.
• Assisting with account setup and configuration.
• Monitoring service quality and platform reliability.
• Investigating potential misuse or violations of our Terms of Service.

Administrative access is limited to authorized Tidecraft personnel. We will not modify operator business information, pricing, or trip details without the operator's knowledge, except where required to correct a technical error or comply with legal requirements.

6. Data Isolation

Each operator's data is logically isolated within the Platform. Operators cannot access, view, or interact with another operator's data, customer information, or conversations. Administrative access is subject to the restrictions described in Section 5.

7. Third-Party Services

Pearla uses established third-party service providers to deliver core platform functionality, including payment processing, SMS messaging, email delivery, conversation processing, and cloud infrastructure hosting. These providers process data in accordance with their own privacy policies and data protection obligations.

Customer booking payments are processed through Stripe Connect using direct charges. Payment data is handled by Stripe in accordance with PCI-DSS standards. Pearla does not store credit card numbers or full payment details.

We select third-party providers that maintain appropriate security standards and data protection practices. However, we are not responsible for the privacy practices of third-party service providers. We encourage you to review their respective privacy policies.

8. Data Security

We take reasonable measures to protect the information we store, including:

• Encrypted databases for storing customer and operator data.
• Secure, authenticated access to the operator dashboard.
• Logical data isolation between operator accounts.
• Secure connections (HTTPS/TLS) for all data transmission.

No method of electronic storage or transmission is 100% secure. While we strive to protect your information, we cannot guarantee absolute security.

9. Data Retention

We retain operator account data and associated customer data for as long as the operator's subscription is active. After an operator cancels their subscription and their account is deactivated, we will retain data for a reasonable period to allow for account reactivation, after which data will be deleted or anonymized.

If an operator or customer requests data deletion (see Section 11), we will process the request within a reasonable timeframe, subject to any legal obligations that require us to retain certain records.

10. Cookies and Tracking

The Pearla dashboard and booking pages may use essential cookies required for the Platform to function, such as session cookies for login authentication. We do not use advertising cookies or tracking pixels on the Platform. We may use basic analytics to understand how the dashboard is used in order to improve the service.

11. Your Rights and Data Deletion

For Operators: You can access, update, or correct your business information at any time through the Pearla dashboard. You can request a complete export or deletion of your account data by contacting us at the email address listed in Section 12.

For Customers: If you are a customer of an operator using Pearla and you wish to access, correct, or delete your personal information, you can contact us directly at the email address listed in Section 12, or contact the operator directly. We will process data access and deletion requests within 30 days.

Please note that some data may need to be retained for legal, accounting, or dispute resolution purposes even after a deletion request.

For users in the European Economic Area (EEA), United Kingdom, or other jurisdictions with data protection laws: You may have additional rights including the right to access, rectification, erasure, restriction of processing, data portability, and the right to object to processing. To exercise these rights, contact us at the email address listed in Section 12.

12. Contact

If you have questions about this Privacy Policy or wish to make a data access or deletion request, please contact us:

Tidecraft Co. Pty Ltd
ABN 31 787 550 075
Email: hello@getpearla.co
Website: getpearla.co

13. Changes to This Policy

We may update this Privacy Policy from time to time. Updated versions will be posted on this page with a revised "Last updated" date. Your continued use of the Platform after any changes constitutes acceptance of the updated policy.