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Privacy Policy

Effective date: November 9, 2026

Contents

  1. Who this policy covers
  2. Information we collect
  3. How we use information
  4. Guest information we process for hotels
  5. Service providers
  6. Cookies and similar technologies
  7. SMS account notifications
  8. Retention and deletion
  9. International processing
  10. Your choices and requests
  11. Security
  12. Children
  13. Changes to this policy
  14. Contact

Ripple PMS is operated by ExperienceX LLC, located at 5709 Gorham Glen Lane, Austin, Texas 78739, United States. This Privacy Policy explains how we handle personal information in connection with our website, platform and communications. For privacy questions or requests, contact [email protected].

1. Who this policy covers

Ripple PMS is property management software used by hotels and other accommodation businesses ("hotel customers"). This policy covers people who visit our website, ask for a demo, sign up, or use Ripple PMS as an owner, administrator or authorised member of staff of a hotel customer.

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© 2026 ExperienceX LLC. Ripple PMS is operated by ExperienceX LLC.
Privacy PolicyTerms of ServiceSMS notifications

Hotel customers also use Ripple PMS to manage information about their own guests. For that guest information, the hotel decides what is collected and why, and we process it on the hotel's behalf to provide the service. Guests should direct privacy questions and requests about their stay to the hotel. See "Guest information we process for hotels" below.

2. Information we collect

  • Account information: your name, email address and password (stored in hashed form, never in plain text), passkeys you register (we store the public credential, not your device secret), your role and permissions, and the organisation and properties you belong to.
  • Contact information: your work email address and, if you choose to receive SMS alerts, your mobile number and country. If you ask for a demo, the name, email address, company, phone number and message you enter.
  • Property and business information: details of your organisation and properties, such as names, addresses, contact details, rooms, rates, availability, policies, website content and settings.
  • Reservation and guest information that hotel customers enter or receive through Ripple PMS, such as guest names, contact details, stay details, payment status, messages and, where a hotel uses the feature, identity documents.
  • Support information: what you tell us when you contact support, and records of authorised support access to your workspace.
  • Billing information: your plan, quantities, purchase and renewal terms you accepted, invoices and payment status. Card details are entered directly into forms provided by Stripe; Ripple PMS does not receive or store full card numbers.
  • Technical information: the IP address and browser user agent recorded with your sign-in sessions, security and audit records of actions taken in your workspace, and server logs.
  • SMS information: see "SMS account notifications" below.

3. How we use information

  • Account and technical information: to create and secure your account, sign you in, enforce permissions, keep audit records, detect and prevent misuse, and diagnose problems.
  • Contact information: to send account emails (for example, email verification and password reset), to respond to demo requests, and, only if you opt in, to send the SMS alerts you selected.
  • Property, reservation and guest information: to provide the features the hotel customer uses, such as reservations, front desk, housekeeping, rates, the booking engine, websites, guest communications and integrations the hotel connects.
  • Support information: to answer your requests and to provide support you authorise.
  • Billing information: to set up and manage subscriptions, take payments you authorise, handle failed payments and keep financial records.
  • All categories: to comply with legal obligations, to enforce our terms and to protect the security of Ripple PMS, our customers and their guests.

4. Guest information we process for hotels

When a hotel customer uses Ripple PMS to manage reservations and guest relationships, the hotel is responsible for that guest information, including telling guests how it is used and having a lawful reason to use it. We use guest information to provide Ripple PMS to that hotel and as described in this policy for security, legal and support purposes. We do not use one hotel's guest information to market to those guests for ourselves or for other hotels.

Payments that guests make to a hotel through the Ripple PMS booking engine are processed by Stripe through the hotel's own connected Stripe account. Identity documents a hotel stores in Ripple PMS are encrypted using encryption keys managed in Amazon Web Services Key Management Service.

5. Service providers

We share information with service providers only as needed for the purposes below. They process it on our behalf or, for integrations a hotel chooses to connect, to provide that integration.

  • Railway: hosting of the Ripple PMS application and its databases.
  • Cloudflare: storage of uploaded files and website media.
  • Email delivery provider: sending account and service emails.
  • Stripe: subscription payments to Ripple PMS, and guest payments to hotels through Stripe Connect.
  • Amazon Web Services: encryption key management for guest identity documents.
  • Google: address and place lookup (Google Places) when you enter property locations; and, on hotel websites hosted on Ripple PMS, web fonts (Google Fonts) and embedded maps (Google Maps).
  • OpenAI: AI-assisted setup and website content features, when you use them. The content you submit to those features is sent to OpenAI to produce a result.
  • Channex: channel distribution, when a hotel connects it.
  • PriceLabs: revenue management, when a hotel connects it.
  • Twilio: delivery of SMS alerts and handling of STOP and HELP replies, once our SMS programme is active.

We may also disclose information when required by law, to protect rights, safety and security, or as part of a merger, acquisition or sale of assets, subject to this policy.

We do not sell personal information.

6. Cookies and similar technologies

  • Sign-in cookies set by our authentication system, which keep you signed in and protect your session.
  • Hotel guest cookies that keep a guest's booking-access and guest-portal session, and a cookie for authorised support sessions.
  • Browser storage for display preferences in the application and, if you select SMS alerts while signing up, to keep those choices (including the mobile number you entered) on your device until they are recorded on your new account, for at most 7 days.
  • Stripe's payment forms, where they are shown, may set their own cookies for fraud prevention, under Stripe's privacy policy.

Ripple PMS does not use advertising cookies or third-party analytics on its own website or application, and the fonts on its own website and application are served from our own site.

Hotel websites hosted on Ripple PMS load their fonts from Google Fonts and may show an embedded Google Maps map of the property. When a visitor opens such a page, Google receives the visitor's IP address and browser information and, for maps, may set its own cookies, under Google's privacy policy.

7. SMS account notifications

SMS is optional and limited to two alert categories you can select separately: security alerts and critical billing alerts. You can choose them on our company signup form, beside your mobile number, or later in Account › Notifications. Nothing is sent until your account and mobile number are verified.

When you opt in to Ripple PMS SMS account notifications, we collect your mobile number, the alert categories you select and a record of your consent (including when and where you gave it and the wording you were shown). We use this information to send the notifications you requested, manage delivery and honour opt-out requests.

We do not sell or share your SMS opt-in data or personal information with third parties for marketing purposes. SMS consent is not transferred to hotel customers, affiliates or other businesses for their own marketing.

We may disclose information necessary to provide messaging to contracted service providers that process it on our behalf, subject to appropriate restrictions. You can withdraw SMS consent through your notification settings or by replying STOP. Contact [email protected] for assistance.

See the SMS Terms for programme details.

8. Retention and deletion

We keep account, property and billing information while your account is active and afterwards for as long as needed for the purposes in this policy, including accounting and tax records, security, fraud prevention, audit trails, resolving disputes and meeting legal obligations.

Some records are kept deliberately because they prove that something happened, such as audit records, financial records and records of SMS consent, withdrawal and opt-out. When you ask us to delete information, we delete or de-identify what we are not required or entitled to keep, and tell you what we must retain.

Hotel customers control the retention of some guest information they manage in Ripple PMS, such as stored identity documents. Guests should contact the hotel about that information.

9. International processing

ExperienceX LLC is based in the United States. Information may be processed in the United States and in other countries where we or our service providers operate, which may have data protection laws different from those where you live. For information about how your information is protected when it is transferred, contact [email protected].

10. Your choices and requests

  • Access, correction and deletion: you can update your name in Account settings, and you can ask us to access, correct or delete your personal information by emailing [email protected]. We may need to verify your identity, and some requests are limited by the retention needs described above.
  • SMS: you can change or withdraw each SMS alert category in Account › Notifications, or reply STOP to any message.
  • Email: account emails such as verification and password reset are part of operating your account. You can ask us at any time to stop any marketing communications.
  • Guests: requests about a stay should go to the hotel. If a guest contacts us, we will refer the request to the hotel where we can.

11. Security

We protect information with measures that include encrypted connections to our service, hashed passwords and passkey support, role-based permissions, audit records of workspace actions, encryption of stored guest identity documents, and restricted access to production systems. No system is perfectly secure, and we cannot guarantee absolute security.

Report a security concern to [email protected].

12. Children

Ripple PMS is a business service and is not directed to children.

13. Changes to this policy

We may update this policy. The effective date at the top shows when it last changed. If a change materially affects how we use personal information, we will let account holders know before it takes effect where we reasonably can.

14. Contact

ExperienceX LLC, 5709 Gorham Glen Lane, Austin, Texas 78739, United States. Privacy and customer support: [email protected]. Security reports: [email protected].

See also our Terms of Service.