Bali Family Finds · Your information

Privacy Policy

Version 2.0

BALI FAMILY FINDS – PRIVACY POLICY

Effective 8 September 2026 | Version 2.0

1. ABOUT THIS POLICY

Bali Family Finds (BFF, we, us or our) is operated by Creative Digital Holdings PTE LTD, a company registered in Singapore with UEN 202537118K. Our business address is 160 Robinson Road, #14-04 Singapore Business Federation Center, Singapore 068914. This Policy explains how we collect, use, disclose, store and delete personal information through the BFF app, website, support channels and related services.

Privacy contact / Data Protection Officer: team@balifamilyfinds.com

We aim to follow the Singapore Personal Data Protection Act 2012 and, where applicable, the Australian Privacy Act 1988 and Australian Privacy Principles. Additional mandatory rights may apply based on where you live.

2. INFORMATION WE COLLECT

Depending on the features you use, we may collect:

account and contact information, such as name, email, phone number, profile image, sign-in and account status
family and trip information, such as travel dates, itinerary items, passenger numbers, children's ages, preferences, saved places and booking notes
sensitive or health-related information you choose to enter, such as allergies and Allergy Card content
transaction information, such as product, amount, currency, payment status, Stripe payment reference, pass, redemption, eSIM and booking records; BFF does not receive or store complete card numbers
driver-request information, such as passenger and contact details, pickup, drop-off, flight, luggage, child-seat requests and messages
eSIM and device information, such as device model and compatibility result, plan, activation and installation status, ICCID or provider identifiers, data usage and support history
community and support content, such as posts, comments, likes, reports, chat messages, uploaded images and account-deletion feedback
location information, when you choose to use nearby search, maps, directions or location-verified redemption features
device, app and communications information, such as app version, operating system, device or push-notification identifiers, notification preferences, email delivery events, IP address, security logs and crash or diagnostic information
usage and analytics information, such as screens viewed, searches, feature interactions, approximate region, referral source and aggregated performance events
partner, affiliate or business contact information where a person uses a BFF business portal or applies to work with us.

Please do not provide personal information that is not reasonably needed for a feature.

3. HOW WE COLLECT INFORMATION

We collect information directly from you when you register, complete a profile, plan a trip, make a purchase or request, post or chat, upload an image, contact support, manage preferences or use a location-enabled feature.

We also receive information automatically from the app, browser and integrated providers, and from payment, telecommunications, driver, venue, referral and migration systems where needed to supply a service or match a prior BFF account.

If you provide information about another adult or a child, you confirm that you are authorised to do so and that the information is appropriate for the feature.

4. WHY WE USE INFORMATION

We use personal information to:

create, secure and support accounts
provide trip planning, listings, passes, offers, redemptions, eSIMs, driver bookings, community and support
process and reconcile payments, refunds, fraud checks and financial records
send transactional messages about sign-in, purchases, bookings, service status and account changes
provide requested notifications and marketing where you have a choice or consent
personalise relevant app content and remember settings
moderate community content, investigate reports, prevent misuse and protect users
answer support requests, including through the BFF Assistant and human support team
measure reliability and feature use, diagnose faults and improve the Services
comply with law, resolve disputes and enforce our Terms.

Where consent is required, you may withdraw it through the relevant app setting or by contacting us. Withdrawal does not affect prior lawful processing and may mean a feature that needs the information can no longer operate.

5. SENSITIVE INFORMATION AND CHILDREN

Allergy details can be health information. We use them only to create and store the Allergy Card, sync it to your account, support the feature, protect safety and meet legal obligations. Do not include unrelated medical history.

BFF is designed for adults planning family travel and is not directed to children to create their own accounts. An adult may enter limited information about a child, such as age or allergy details, when reasonably needed for a family service. The adult must have parental or legal authority. Do not post a child's full name, school, live location or other unnecessary identifying information in the community.

6. WHO WE SHARE INFORMATION WITH

We share information where reasonably necessary to operate Bali Family Finds and provide the services you request. Recipients include:

Service providers supporting hosting, account security, data storage, communications, analytics and app reliability.
Payment processors and financial providers handling payments, refunds and fraud prevention.
Mapping providers, telecommunications suppliers, assigned drivers and participating businesses helping fulfil your requests.
AI service providers processing information submitted through AI-assisted features, including support and custom allergy translation.
Professional advisers and authorities where legally required or reasonably necessary to protect our rights and users.

We do not sell personal information or use it for third-party cross-app behavioural advertising.

Where providers process information on our behalf, we require appropriate privacy and security protections. Independent providers may also handle information under their own privacy notices.

7. OVERSEAS PROCESSING

BFF operates from Singapore and supports services in Indonesia and customers in Australia and elsewhere. Our providers may process information in Singapore, Indonesia, Australia, Japan, South Korea, the United States, the European Union and other locations disclosed by them. Privacy protections and government-access rules can differ between countries.

Where required, we take reasonable steps through provider selection, contracts, security controls and data minimisation to require protection comparable to applicable privacy obligations.

8. ANALYTICS, COOKIES AND DEVICE IDENTIFIERS

The website may use cookies or similar storage needed for security, sign-in, settings and analytics. The app may use an app installation or account identifier for analytics, redemptions and notifications. Product analytics is configured to avoid sending message text, allergy details, full names, email addresses, phone numbers, precise coordinates, payment-card details and other fields blocked by our analytics controls.

You can control cookies through your browser and notifications through the app and device settings. Blocking required storage may affect sign-in or saved settings. Where law requires consent for optional analytics or similar technology, we will request it before use.

9. MARKETING AND SERVICE MESSAGES

Transactional messages are sent when needed to operate your account or a requested service. Marketing email is optional and may be stopped using the unsubscribe link or account preference. Push notifications can be declined or disabled in device settings. We may still send essential security, purchase, booking or legal notices where permitted.

10. RETENTION AND ACCOUNT DELETION

We keep personal information only while it is reasonably needed for the purposes above, an active account or service, dispute resolution, fraud prevention and tax, accounting, telecommunications and legal obligations. We periodically review retained information and delete it or remove the means of linking it to an individual when its purpose has ended and there is no further legal or business need.

You can permanently delete your account in the app from More > Profile & security. After confirmation, the deletion process removes the sign-in account, personal profile, private plans and cards, allergy information, device registrations, support conversations, account-linked community content and owned profile, chat and community images. We also request removal of the linked push-notification profile.

Purchase, payment, eSIM, redemption and booking ledger records may be retained after account deletion and detached from the deleted account where practicable. Financial transaction, accounting and source records that form part of our Singapore tax records are kept for at least five years from the relevant Year of Assessment, and longer only where another legal, audit, dispute, fraud or chargeback need applies.

When you delete your account, some booking contact details may be retained temporarily to support an existing service. Depending on the booking type and status, these details are either removed during account deletion or scheduled for removal after a 90-day retention period. This period runs from the later of the recorded service date and the date your account deletion is processed. Where no service date is available, an available booking-record date is used instead. Scheduled removals are processed by our daily cleanup routine.

A record of the transaction or booking may remain where needed for accounting, disputes or legal obligations.

Support, fraud-prevention, moderation, complaint and security records are kept only while reasonably needed to investigate or resolve the matter, protect users, enforce our Terms or meet legal obligations, then deleted or de-identified. Providers may retain their own records under law or their policies. De-identified or aggregated analytics may be retained where it can no longer reasonably identify you.

Backups and deletion requests may take a reasonable period to cycle through protected systems. We may retain limited evidence of a deletion, complaint, safety report or legal hold.

11. SECURITY AND DATA BREACHES

We use access controls, encryption in transit, restricted administrative access, environment separation, logging and other reasonable safeguards appropriate to the information. No online system is completely secure. Keep your sign-in code and device protected and contact us if you suspect misuse.

We assess suspected data breaches and notify regulators or affected people when required by applicable law.

12. YOUR CHOICES AND RIGHTS

Depending on applicable law, you may ask us to:

explain whether we hold personal information about you
provide access to or correct it
withdraw consent or object to certain uses
stop direct marketing
delete your account and associated information
provide information about a privacy complaint.

Some records cannot be deleted immediately where they are required for an active service, security, a dispute or law. We will explain a refusal or limitation where required.

To make a request, email team@balifamilyfinds.com from the account address where possible. We may verify identity before disclosing or changing information. We aim to acknowledge privacy complaints promptly and respond within a reasonable period. You may also complain to the Singapore Personal Data Protection Commission, the Office of the Australian Information Commissioner, or another regulator available to you.

13. THIRD-PARTY LINKS

The Services link to independent businesses, maps, social platforms, app stores and other sites. Their privacy practices are governed by their own notices. Review them before providing personal information.

14. CHANGES TO THIS POLICY

We may update this Policy when our practices, providers or legal obligations change. We will publish the current version and effective date and give additional notice of material changes where appropriate.

15. CONTACT

Privacy contact / Data Protection Officer Creative Digital Holdings PTE LTD (UEN 202537118K) 160 Robinson Road, #14-04 Singapore Business Federation Center Singapore 068914 team@balifamilyfinds.com