Legal

Privacy Policy

This Privacy Policy explains how ELUZA ("ELUZA," "we," "us," or "our") collects, uses, shares, retains, and protects personal information.

It applies when you visit the ELUZA website, submit a form, request or attend a Fit Call, purchase or use a service, access a Private Travel File, provide feedback, or otherwise communicate with ELUZA.

1. Who is responsible for your information

ELUZA
design@eluza.co
legal@eluza.co

ELUZA is the business responsible for deciding how and why personal information is used for the activities described in this Policy.

2. Information we collect

The information we collect depends on how you interact with ELUZA.

Contact information

This may include your name, email address, telephone or WhatsApp number, country, time zone, preferred contact method, and language.

Trip and service-fit information

This may include destination or region, dates or approximate window, duration, number of travelers, booking stage, working budget range, trip priorities, existing commitments, constraints, and the planning question you want to resolve.

Client briefing and design information

If you purchase or enter an engagement, we may collect the information reasonably needed to perform it, including traveler composition, preferences, pace, accommodation-area needs, transport comfort, confirmed bookings, decision priorities, feedback, and clarification requests.

Transaction information

This may include the service purchased, amount, currency, payment status, billing country, invoice details, and limited transaction identifiers. Stripe processes payment credentials. ELUZA does not collect or store full payment-card numbers through its general forms, email, or planning systems.

Communications and permissions

This includes emails, form submissions, call notes, service communications, feedback, complaints, and any testimonial or case-study permission you choose to provide.

Website and technical information

Depending on the tools active at launch, this may include IP address, browser and device type, referring page, pages viewed, language preference, timestamps, security logs, cookie identifiers, and campaign parameters.

3. Information you should not send

Do not send the following through a general website form, ordinary email, messaging service, or planning document:

passport or government-ID numbers or scans;
Social Security, CPF, or similar identification numbers;
full payment-card or bank-account details;
medical records or detailed diagnoses;
account credentials or supplier passwords;
loyalty-program passwords;
reservation confirmation numbers unless specifically requested through an approved channel; or
an exact home address.

If restricted information is submitted without being requested, ELUZA may delete, redact, or isolate it and retain only the minimum record needed to document the issue.

4. How we use information

ELUZA may use personal information to:

respond to an inquiry;
evaluate service fit;
schedule and conduct a Fit Call;
administer checkout and payment;
review a briefing and accept or decline an order for production;
research, design, and deliver the purchased service;
operate the Private Travel File;
communicate about payment, intake, delivery, clarification, or support;
maintain security, prevent misuse, and resolve technical issues;
comply with tax, accounting, contractual, and legal obligations;
respond to privacy requests, complaints, or disputes;
improve ELUZA's methods using minimized, aggregated, or anonymized information; and
send optional marketing communications where permitted, with the appropriate choice or opt-out.

Where applicable law requires a legal basis, processing may be based on steps you request before a contract, performance of a contract, legal obligations, consent, or ELUZA's legitimate interests in operating and protecting the business. Where consent is required, you may withdraw it for future processing.

5. Payments

Payments are processed by Stripe. Stripe handles payment credentials under its own terms and privacy practices. ELUZA generally receives the transaction status, amount, currency, billing details, and a limited payment reference rather than full card information.

6. Service providers and disclosures

ELUZA may use approved service providers for website hosting, forms, email, scheduling, secure file delivery, storage, payments, analytics, security, and business operations. They receive only the information reasonably needed for their role and process it under their own obligations and the arrangements applicable to ELUZA.

Authorized ELUZA personnel or contractors may access information when necessary for an accepted engagement and subject to confidentiality and access controls. The number or internal structure of the ELUZA team is not disclosed through this Policy.

ELUZA does not send your information to travel suppliers merely because you requested a Blueprint. Information may be shared with a supplier only when a separately scoped service requires it and the disclosure is authorized or necessary to perform that engagement.

ELUZA may also disclose information when reasonably necessary to comply with law, respond to valid legal process, investigate fraud or a security issue, enforce an agreement, obtain professional advice, or protect legal rights.

ELUZA does not sell personal information for money.

7. Technology-assisted work

ELUZA may use technology to assist with administrative work, research organization, drafting, language review, or quality control. Professional judgment and responsibility remain with ELUZA.

Restricted information must not be entered into general-purpose artificial-intelligence tools. Client information used with technology-assisted tools should be minimized, anonymized, or abstracted where reasonably possible and reviewed by a person before it informs client-facing work.

ELUZA does not use solely automated processing to accept or reject a client, assign a service, or make another decision that produces legal or similarly significant effects about a person.

8. Cookies and analytics

The website may use essential technologies for security, language preference, form operation, and payment handoff. ELUZA may also use privacy-conscious analytics to understand aggregate website performance and improve the site.

If ELUZA activates non-essential analytics, advertising, retargeting, or similar technology, the website will provide the notice, consent, and opt-out controls required for the markets in which that technology is used.

Analytics, if used, are intended to evaluate website usage rather than to sell personal information. ELUZA does not use personal information for profiling that produces legal or similarly significant effects.

9. International processing

ELUZA is based in the United States and serves clients remotely. Personal information may therefore be processed in the United States or in another country where an approved provider operates.

Where applicable law requires a transfer safeguard, ELUZA will use an appropriate contractual or legally recognized mechanism for the relevant transfer.

10. Retention

ELUZA keeps personal information only for as long as reasonably necessary for the purpose, the engagement, legal obligations, and the establishment or defense of claims.

Unconverted inquiries: up to 12 months after the last substantive contact, then deleted or minimized unless a legal issue or requested communication requires longer retention.
Client briefing, project, and delivery records: up to 12 months after the planned final travel date, then deleted, minimized, or anonymized unless law, contract, an unresolved issue, or an expressly requested follow-on service requires otherwise.
Sensitive contextual notes and specific health-adjacent mentions: deleted no later than 60 days after trip completion unless retention is legally required or necessary for an active issue. Any longer-lived record should be reduced to the minimum non-sensitive summary.
Transaction, tax, contract, and legal records: retained for the period required by applicable law and reasonably necessary for audits, disputes, or enforcement.
Identifiable feedback: retained while needed for service quality or a permissioned use; minimized or anonymized when identity is no longer needed.
Case-study or testimonial permissions: retained while the approved use continues and as needed to document that permission.
Security and technical records: retained according to their purpose and the verified configuration of the active provider.

Deletion from active systems may not immediately remove information from encrypted backups. Backup copies are protected and removed through the ordinary backup cycle unless they must be restored for legitimate recovery.

11. Security

ELUZA uses reasonable administrative, technical, and physical measures appropriate to the nature of the studio and the information handled. These may include data minimization, restricted access, secure payment handling, controlled client links, provider review, and incident-response procedures.

No system is completely secure. Tell ELUZA promptly if you believe a private link, message, or document has been accessed by someone who should not have access.

12. Your privacy rights

Depending on where you live, you may have rights to request access, correction, deletion, restriction, portability, information about use or disclosure, withdrawal of consent, or review of a privacy decision.

To make a request, contact legal@eluza.co. ELUZA may ask for enough information to verify your identity and locate the relevant records. We will respond within the period required by applicable law.

You may opt out of optional marketing communications using the method in the message or by contacting ELUZA. Service communications necessary to administer a purchase or engagement are not marketing subscriptions.

13. Children's privacy

The website and ELUZA services are intended for adults. ELUZA does not knowingly invite a child to submit personal information directly. An adult organizing a family trip should provide only the minimum child-related context necessary for the service.

14. Changes to this Policy

ELUZA may update this Policy when its services, technology, or legal obligations change. The current version and effective date will appear on this page. If a change materially affects how information is handled, ELUZA will provide any additional notice required by applicable law.

15. Contact

For privacy questions or requests: