Privacy Policy

1. Introduction

SaveSpot ("we", "us", "our") is an AI-powered customer service concierge platform operated in Greece and the European Union. This Privacy Policy explains how we collect, use, store, and protect your personal data when you use our services. We are committed to full compliance with the General Data Protection Regulation (GDPR) and all applicable EU and Greek data protection laws.

2. Data We Collect

We collect the following categories of data:

• Business Account Information: name, email address, business name, phone number, billing address, and business details provided during registration.
• Chat Conversations: messages exchanged between end customers and the AI concierge, including booking requests, menu inquiries, and preferences.
• Customer Contact Data: phone numbers and names provided by end customers for booking confirmations and communications.
• Usage Analytics: page views, feature usage, session duration, and performance metrics to improve our service.
• Technical Data: IP address and technical request and device information used to operate and protect the service, including security-provider checks. Optional browsing analytics are described separately below.

3. How We Use Your Data

• To provide and operate the AI concierge service for your business.
• To process bookings, manage reservations, and handle customer inquiries.
• To improve service quality using anonymized, aggregated data.
• To send transactional communications (booking confirmations, account notifications).
• To process payments and manage your subscription.
• To comply with legal obligations and resolve disputes.

Optional feedback after your visit

The restaurant may use SaveSpot to invite you to share feedback about your visit and your experience with its digital concierge. SMS or email invitations use the channel you have agreed to. The choice is optional: declining does not affect your booking or your access to the concierge, and agreeing does not subscribe you to promotional messages.

For an SMS invitation, we record your choice for that booking, the time, language and version of the notice you saw. Permission for email does not authorize SMS. The invitation identifies the restaurant and includes a link to stop further feedback messages. Survey answers are optional and are linked to your visit; the survey explains any additional choices about saving profile details or publishing a review separately.

Last updated: 21 September 2026

4. Legal Basis for Processing

We process your data under the following GDPR legal bases: (a) performance of a contract (providing our service), (b) legitimate interest (improving our service, preventing fraud), (c) legal obligation (tax and regulatory compliance), and (d) consent (where specifically requested).

5. Data Hosting & Transfers

The production application is configured to run in Frankfurt, Germany. This does not mean all personal data remains in the EU/EEA: authentication, AI, messaging and other providers may process data in other locations. Where a transfer outside the EU/EEA takes place, applicable data-protection requirements and appropriate safeguards must be addressed.

6. Third-Party Services

We use the following third-party services to operate our platform:

• Vercel — Application hosting and edge network (production region Frankfurt), automated-traffic checks on the chat endpoint, and file storage (Vercel Blob) for uploaded menus, documents and images.
• Neon — PostgreSQL database hosting in the EU (Frankfurt region).
• Clerk — Sign-in and user management for restaurant staff.
• Twilio — SMS and WhatsApp messages: phone verification codes, booking confirmations and reminders.
• OpenAI — AI language models that draft the concierge's replies and translate menus; speech-to-text for guest voice messages; spoken replies for Hebrew and whenever ElevenLabs is unavailable. Chat data is sent for processing and is not used to train their models.
• Anthropic — Alternative AI language model for the concierge's replies, for restaurants SaveSpot has configured to use it. Chat data is sent for processing and is not used to train their models.
• ElevenLabs — Text-to-speech: turns the concierge's written replies into speech when a guest uses voice mode.
• Resend — Transactional email delivery (confirmations, notifications and replies to enquiries).
• Upstash — Redis store for rate limiting, short-lived verification codes and caches.
• Inngest — Background job processing (reminders, follow-ups, document processing, scheduled clean-up); job payloads can include booking and guest details.
• Sentry — Error monitoring, ingested in Sentry's EU region. On our server it records errors from any part of the service, including the chat and booking endpoints, together with the technical details of the failed request. In the browser it loads only on our sign-in, dashboard and admin screens, never on this page, on any other public page, on the guest chat widget or on the booking links we send to guests.
• i-host — For restaurants that use the i-host reservation system, booking details (name, phone number, party size, date and time, any note the guest adds to the booking and the time the guest gave consent) are passed to i-host on the restaurant's instruction to place the reservation in its own book.
• Google Maps Platform — Address lookup when a restaurant enters its venue address in the console; loads in the staff member's browser only.

Each provider receives only what its purpose requires. Where a provider processes data outside the EU/EEA, section 5 applies.

7. Cookies

Essential cookies and storage support authentication, language preferences and security. Optional first-party activity analytics use browser storage only when you allow them, as explained below. We do not use advertising cookies or third-party analytics cookies in the concierge.

Anonymous counts for everyone

We keep anonymous counts of how often the chat is opened, how often each menu section, each dish and each feature is opened, and of which ones nobody opens. We also count which of the 16 chat languages is in use when the chat first opens on a page, and how long three things take, in coarse bands only (under 30 seconds, 30–60 seconds, 1–2 minutes, 2–5 minutes, over 5 minutes): a table booking, from opening the booking to its confirmation; the guest details, from the phone step to the booking summary; and the after-visit survey, from opening the survey page to sending it. That last count is taken on the survey page, for every guest who sends the survey, and is kept apart from the answers. A stored count is a number for one restaurant, one day, one surface and one thing counted — there is no guest identifier, no visit reference, no IP address and no device identifier in it, and no column that could hold one. Nothing is written to or read from your device to produce it. Because these counts are not personal data, they are not based on consent: they are kept for every guest, including a guest who chose to continue without activity analytics, and a guest who later withdraws that choice still counts in them, because no count was ever theirs to withdraw. Counts are held for 40 days in full detail and for 24 months as daily totals. Restaurants see these totals as exact numbers: an anonymous total for one restaurant, one day and one thing counted, with no name and no visit code behind it. SaveSpot sees the same totals to run the service.

Optional activity analytics

Optional activity analytics help the restaurant improve its menu and concierge service. They run only after you choose to allow them. Accepting the chat notice alone does not enable them, and declining does not restrict the service.

With your permission we record visible menu items, opened features and dishes, action results and time spent in visible screens. These records exclude message, search and form contents and are stored under a per-visit reference instead of a name. That reference is pseudonymous, not identity-free: when a guest arrives through a QR code at a table, the activity can be linked to that table session and through it to a booking or to the guest details held for that visit. Collection lasts up to 4 hours and activity records expire after 30 days; these are current product settings, and a scheduled deletion removes expired records. When you allow activity analytics, SaveSpot’s team is also notified that someone opened the concierge: the restaurant, the time, the surface (website widget, chat page or table QR), the language, phone or computer and, for the website widget, the page’s path — never anything that identifies you. The restaurant does not receive this notice. Use Activity privacy in the chat to change your choice, withdraw and delete retained activity, or download it. This tab stores your choice for up to 4 hours and an access reference until the retained data expires; the reference does not restart tracking. Bookings and other service records are kept for their own purpose under this policy.

8. Data Retention

Chat conversation data is retained for the duration of your active subscription plus 30 days after cancellation, after which it is permanently deleted. Business account information is retained for as long as your account is active. Payment records are retained as required by Greek tax law (typically 5 years). You may request earlier deletion of non-legally-required data at any time.

9. Your Rights (GDPR)

Under the GDPR, you have the following rights:

• Right of Access: Request a copy of all personal data we hold about you.
• Right to Rectification: Request correction of inaccurate data.
• Right to Erasure: Request deletion of your personal data ("right to be forgotten").
• Right to Data Portability: Receive your data in a structured, machine-readable format.
• Right to Restrict Processing: Request that we limit how we use your data.
• Right to Object: Object to processing based on legitimate interest.
• Right to Withdraw Consent: Where processing is based on consent, withdraw it at any time.

To exercise any of these rights, contact us at hello@savespot.ai. We will respond without undue delay and within one month of receiving your request, as required by GDPR.

10. Data Security

We use technical and organizational safeguards including HTTPS/TLS for data in transit, access checks and application queries scoped to each restaurant.

11. Children's Privacy

Our service is designed for businesses and is not directed at individuals under the age of 16. We do not knowingly collect personal data from children.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any material changes by email or through a notice on our platform at least 30 days before the changes take effect.

13. Contact & Supervisory Authority

For any privacy-related questions or concerns, contact us at hello@savespot.ai.

You also have the right to lodge a complaint with the Hellenic Data Protection Authority (HDPA) at www.dpa.gr.