Bookingwell privacy
Privacy at Bookingwell
Last updated 13 August 2026.
1Who this is about
Two kinds of people appear here. An owner is the person who signed their business up and runs it on Bookingwell. A customer is one of that business's own customers, whose booking, contact details and receipts the business keeps in Bookingwell so it can serve them.
If you are a customer of a business that uses Bookingwell, that business is the one that decided to collect your information and is your first point of contact about it. This notice explains what the software does with it on their behalf. If you cannot reach the business, you can reach us at the address in the last section.
2Whose data it is, and our two roles
Bookingwell is one piece of software serving many businesses at once. Each business's records are kept apart from every other business's and are only ever reachable through that business's own account.
For a business's customer records, the business is the organization that decides what to collect and why, and Synura runs the software that holds it. For the account details of the owner who signed up, Synura is the organization collecting it, in order to provide and support the product. Under Alberta law we do not get to call ourselves only a processor and step back: we owe our own duties for how we secure, retain and dispose of everything on the platform, and we take them.
3What we collect, and why
From a business's customers
Only what a booking needs: a name, an email address, a phone number, and where relevant a service or home address. Alongside it: the appointments that were booked and what became of them, receipts and payment records, answers to any non-clinical intake or consent questions the business asks, and the typed name and timestamp of any signature. A business can also write a short scheduling note or a short note on a customer's record. None of this is used for anything except operating that business's bookings. We do not sell it, and we do not use it to advertise.
From an owner
The details needed to run the account: business name and contact details, hours, services and prices, staff names and any professional registration numbers, an uploaded logo and staff photos, and, if the owner connects one, a token that lets Bookingwell use their own Google account for calendar and sending on their behalf. If the owner connects Stripe, we store the identifier of their Stripe account and never a credential that can move money on its own.
4The law that applies
Alberta's Personal Information Protection Act (PIPA) governs the core of the product, because it applies to every organization in respect of the personal information it handles in Alberta. Where information crosses the border to a service provider outside Canada, the federal PIPEDA applies to that leg as well, and, as the section on storage explains, that leg exists.
What lets us handle the information is the business's decision to use Bookingwell to serve its customers, and the customer's own act of booking, together with the reasonable purpose of operating the service they asked for. We ask for nothing beyond what that needs.
Bookingwell is not yet sold to physiotherapy or other clinics that are health-information custodians under Alberta's Health Information Act. That path is coming, and until the agreements it requires are in place we do not take those clients and this notice does not claim to meet that Act. Counsellors, salons, cleaners, tutors and trades are under PIPA, which is what this notice is written for.
5Who else touches the data
Bookingwell relies on a small, named set of service providers, and no others. This is the list a Canadian buyer asks for, and it is the list every business using Bookingwell can give its own customers. For each one: what it does, and exactly what personal information it sees.
| Provider | What it does | What it sees | Where |
|---|---|---|---|
| Cloudflare | Runs the software, the database and the file storage. | Everything on the platform: the whole database and every uploaded logo and photo. | North America. No Canadian option (see below). |
| Brevo | Delivers confirmation, reminder, cancellation and receipt email. | The recipient's name and email, the reply-to address, the subject, and the full contents of each message. It also adds tracking we cannot switch off on the shared sender (see the email section). | France and Belgium, with onward transfers to the United States and India. |
| Stripe | Takes card payments, on each business's own Stripe account. | The customer's email, the line item, the amount and currency. Card numbers are typed on Stripe's own page and never reach Bookingwell. | United States. |
| Calendar, Drive and Gmail, only for a business that connects its own Google account. | Calendar: the appointment summary, time, location and the attendee's email and name. Drive: any consent document the business chooses to store there. Gmail: the message, when the business sends from its own account. | United States or Europe. |
That is the whole list. Bookingwell does not use fal.ai or any other AI vendor, and none of your data is sent to one. An adapter for a second email provider, Resend, exists in the code but is switched off and sees nothing today; if it is ever turned on, this list will name it first.
Each provider is bound by its own data-processing agreement, and the certifications a buyer usually asks about are held by the providers themselves: Cloudflare holds ISO 27001, SOC 2 Type II and PCI DSS; Stripe is a PCI DSS Level 1 provider with SOC 1 and SOC 2 Type II; Brevo holds ISO 27001. Synura does not hold a SOC 2 report of its own, and this notice does not claim one.
6Where it is stored, and whether it is in Canada
We cannot say your data stays in Canada, and we will not say it. Cloudflare stores the database and the files in North America, and its location controls are continental rather than national. There is no Canada-only option on this platform, and Cloudflare states plainly that its location hint does not guarantee where the data runs. In practice the data sits in the United States or Canada, in North America, and the email, payment and calendar providers above are reached in the countries named beside them.
This matters to every business using Bookingwell, including salons and cleaners, not only clinics. PIPA requires a business that uses a service provider outside Canada to tell its customers which countries are involved and why, and to name someone who can answer questions about it. This section, and this list, is written so a business can give its customers exactly that. Data is encrypted while it is stored and while it moves, and the credentials that would open a connected Google account are encrypted again with a key held outside the database.
7How long we keep it
A business's own records are kept for as long as the business keeps them, because they are the business's records and Canadian law requires a business to keep what it invoiced for six years. Everything else runs on a schedule the software enforces every night, not on a promise. These are the actual figures.
| What | Kept for |
|---|---|
| Bookings, customers, receipts, forms, services, hours, settings | Until the business removes them or closes the account. |
| A sign-in link | Until it is used or expires, then cleared the same night. Only a hash of it is ever stored. |
| A sign-up nobody completed | 30 days. |
| An abandoned, unpaid, cancelled hold | 90 days. Anything with a payment or a receipt is never touched. |
| Payment provider event records | 90 days. They hold an identifier and a time, nothing about a person. |
| The activity log | 2 years. It carries no personal detail by design. |
| Dispatch offers to staff | 1 year. |
| Rate counters | 2 days. |
| A record that a deletion happened | Kept. It holds counts and no personal information. |
| Backups | The most recent 14, rolling. Older ones are overwritten. |
8What we never store
- Clinical notes, or any record of what was said or done in an appointment. The software refuses to store them. When a business keeps such a document, it goes to the business's own Google Drive and Bookingwell keeps only a link and a fingerprint of it, which a database rule enforces rather than a policy someone has to remember.
- Card details. Not the number, the expiry or the security code. Payment happens on Stripe's own page.
- Full IP addresses. The activity log keeps only a coarse prefix, enough to recognise a burst of activity and not enough to follow a person.
9Email, and a tracker we cannot switch off
Confirmations, reminders, cancellations and receipts are sent through Brevo unless a business has connected its own Google account, in which case they send from the business's own address and nothing below applies to them.
When Brevo sends, it rewrites every link in the message through its own address and adds an invisible pixel that records when the message is opened. We have tried every setting Brevo offers and cannot turn this off on the shared sender. So a customer who opens a Bookingwell email through this route is recorded by Brevo as having opened it, and a link they click passes through Brevo first. We would rather disclose this plainly than leave it to be discovered, and it is the strongest reason a business should connect its own Google account, which removes it entirely.
10Seeing your data, and having it deleted
You can ask to see the personal information a business holds about you in Bookingwell, and you can ask to have it removed. Both are built into the product, so a business can answer without waiting on us.
- A copy. A business can export everything Bookingwell holds about one person, in full, and send it to them.
- Deletion. A business can erase a person's name, contact details, addresses and form answers. The appointment and receipt records survive without a name attached, because a business is required by law to keep what it invoiced, and nothing that remains identifies the person.
- Closing an account. When a business leaves, its whole account is removed, including the uploaded files. One record survives proving the deletion happened, and it carries counts and no customer details.
To make either request, start with the business you booked with. If you cannot reach them, or you are an owner asking about your own account, write to us at the address below and we will help.
11Changes, and how to reach us
If this notice changes in a way that affects you, the date at the top changes with it. For any question about privacy, about where your data is, or to exercise a right above, write to Synura AI Solutions at hello@synura.ai, and a person responsible for privacy at Synura will answer.
See also our security page for how the product is built and protected, and our terms for what a business gets and is responsible for.