Privacy policy

Who we are

Bella Home is a mobile pet grooming service based in Doha, Qatar. We decide how the personal information described on this page is used, and we are responsible for it.

For any question about your information, or to make a request, message us on WhatsApp or call us on +974 5154 4434.

What we collect when you book on our website

Your name, phone number and email address, the address where you want the visit, and the area it is in.

About your pet and the visit: the type of pet, its size, its name if you give it, the service you chose, your preferred date and time window, any notes you add, and whether you used the site in English or Arabic.

If you have booked with us before, your latest details replace the old ones on your customer record. Your phone number is what links your bookings together.

We do not take payment details on the website, and our booking system does not save your IP address or information about your device. Your IP address is used briefly to limit how often our booking features (booking, finding or changing a booking, and checking available times) can be used, so they cannot be flooded with requests.

What we collect on WhatsApp

If you message us on WhatsApp, we keep your phone number, your WhatsApp profile name, the messages you send us and the replies we send you, along with the technical details WhatsApp attaches to each message, such as when it was sent. Our team uses this to see the whole conversation.

Our WhatsApp assistant asks for the same details as the website: your pet's type and size, the service, your area and address, a date and time, and any notes. It uses your WhatsApp profile name as the name on your booking, which you can change before you confirm, and asks for your name only if WhatsApp does not provide one. Each new message you send updates the name on your customer record to your current WhatsApp profile name. If you share a location pin, we keep its coordinates and the address it points to.

If you send a photo, voice note, video, sticker, document or contact card, we do not download the file or keep what is in it, including any caption, the file name or the details on a shared contact card. We only note what kind of message arrived and when.

If you ask to talk to a person, or the assistant cannot understand your replies, a member of our team takes over the chat.

When you call us

If you call us, we use the details you give us to arrange your visit and to answer your questions.

Why we use your information

To arrange your visit: to book a time and send a groomer to the right address, ready for your pet.

To keep you informed: to email you a confirmation with a private link to your booking, and to let you know when we confirm or cancel it, or when you change it yourself.

To reply to you on WhatsApp or by email, and to alert our team when a new booking or change comes in.

To keep the service working: to block spam, and to make sure the same message or booking is not handled twice.

We only contact you about your bookings and your questions. We do not sell or rent your personal information, and we do not use it for advertising.

We use your information because you asked us to arrange a visit or to answer a question, and we cannot do either without it. Where we rely on your consent instead, you can withdraw it at any time, as explained under "Your rights".

Your private booking link

Your confirmation email contains a private link where you can view your booking, move it to another time or cancel it. Anyone who has the link can do the same, so please do not forward it.

If you lose the link, the "Find my booking" page will email the links for your upcoming bookings to the address you booked with. It gives the same answer whether or not an address has bookings, so it cannot be used to find out who our customers are.

Who helps us handle your information

We use a small number of service providers to run Bella Home. They handle your information for us, to provide their service.

Supabase stores our booking records, customer details and message history.

Cloudflare hosts this website and our WhatsApp assistant and protects them from abuse. It keeps logs of the requests handled by our website's server functions, such as booking and booking-lookup requests, and of any errors in them. These logs include the web addresses requested, which include your private booking link when you open it. Like any network, it processes technical data such as IP addresses to deliver the pages.

Resend sends our emails, so it receives your email address, your name and the booking details in each email we send you.

The company that hosts our team mailbox receives an alert for each new booking or change, with your name, phone number, email address, visit address and notes, and any reply you send to one of our emails.

Meta carries WhatsApp messages between you and us. Your use of WhatsApp is also covered by WhatsApp's own privacy policy.

Anthropic provides an AI model that helps our WhatsApp assistant understand typed replies. At some steps, such as choosing a pet size, service, area, date or time, or confirming a booking, if you type an answer instead of tapping a button, the text of that message is sent to Anthropic to work out which option you meant. Only that message is sent. Your phone number and booking details are not sent with it, and the answers you type for your name, address and notes are never sent.

OpenStreetMap turns a location pin you share on WhatsApp into a street address. Only the coordinates are sent. When our team opens a shared location in Google Maps to plan the drive, the coordinates are sent to Google.

Some of these providers may store data outside Qatar. We may also share information when the law requires us to.

Cookies and storage on your device

We do not set cookies on the public pages of this website, and we do not use Google Analytics, advertising pixels or other tracking tools. The only cookies we use keep our staff signed in to the team login area.

We use Cloudflare Web Analytics to count visits and measure how fast pages load. Cloudflare describes it as working without cookies.

While you fill in the booking form, your answers are kept in your browser's session storage so you do not lose them if the page reloads. They stay on your device, are removed once your booking goes through, and are cleared when you close the tab.

If we show a notice about a holiday closure, your browser remembers that you closed it until you close the tab. No personal information is stored for this.

The WhatsApp buttons are ordinary links. Tapping one opens WhatsApp. The page itself loads nothing from Meta.

How long we keep it

We keep your customer details, bookings and message history so we can look after repeat visits and answer questions about past bookings. We do not currently delete them automatically after a set time. You can ask us to delete them at any time, as explained below.

If you cancel a WhatsApp booking at the final confirmation step, we clear the unfinished booking details straight away. Your messages are kept.

Booking alerts and email replies also stay in our team mailbox, and our team may keep spreadsheet exports of customer and booking lists. Resend keeps a record of the emails it sends for us, and Cloudflare keeps the logs described above, each under its own retention rules.

How we protect it

Only our team can see booking details, and only after signing in to the team login area. Our database does not allow public access. Our database stores your private booking link only in a scrambled form; the full link is in the confirmation email we send you, and also appears in our email and hosting providers' delivery and request logs. This website is served over an encrypted HTTPS connection.

Your rights

Under Qatar's Law No. 13 of 2016 on the protection of personal data privacy, you can ask us to tell you what personal information we hold about you and how we use it, to give you a copy, to correct it if it is wrong, and to delete it. You can also ask us to tell you if we have shared inaccurate information about you with anyone else, and object to how we use your information.

You can withdraw your consent at any time. From then on we stop any use of your information that relied on it, but we cannot arrange a visit for you without your contact details and address.

To use any of these rights, message us on WhatsApp from the number you used with us, or call +974 5154 4434. To protect your information, we act on a request only when it comes from the WhatsApp number it is about, or once we have confirmed it with a message to that WhatsApp number or to the email address on your booking.

You can change or cancel an upcoming booking yourself with the private link in your confirmation email.

If you are not happy with how we have handled your information, you can also complain to the authority responsible for personal data protection in Qatar, currently the National Data Privacy Office at the National Cyber Security Agency.

Delete your data

You can ask us to delete the personal information we hold about you at any time. This covers bookings made on our website and conversations with us on WhatsApp.

1. Message us on WhatsApp at +974 5154 4434 from the number you booked or messaged us with. If you booked on our website and would rather not use WhatsApp, call that number instead.

2. Say that you want your data deleted. If you called us, or wrote from a different number, we first confirm the request with a message to your WhatsApp number or to the email address on your booking.

3. We tell you that we are about to delete your data, then delete everything linked to that phone number in our booking system: your customer details, your bookings and your message history, including our last message to you. We also delete your booking emails from our team mailbox and remove you from any spreadsheet exports we have made.

If you message us again after that, your new message starts a new record, as it would for any new customer.

Some copies are outside our direct control: Resend's record of the emails it sent you and Cloudflare's request logs are deleted by those companies under their own retention rules. Deleting your data also deletes any upcoming bookings, so we will not be able to come to those visits. Messages stay in the WhatsApp chat on your own phone; you can delete them there.

Children

Our visits are booked by adults. We do not knowingly collect personal information from children. If you think a child has sent us their details, contact us and we will delete them.

Changes to this policy

If we change how we handle your information, we will update this page and the date at the top of it.