Privacy Policy

Last updated: July 2026

This Privacy Policy explains how The Upgrade ("we", "us", "our") collects, uses, and protects information when you contact us or when we arrange travel on your behalf. By messaging us or using our services, you agree to the practices described here.

The Upgrade runs its travel service on the Agent Rate Desk platform — the software we use to manage client conversations, quotes, and bookings, including our WhatsApp Business messaging. References to "Agent Rate Desk" and to The Upgrade in our apps and integrations refer to the same service operated by us.

Information we collect

Contact details — your name, phone number (including WhatsApp), and email address.
Trip details — destinations, travel dates, number of guests, budget, preferences, and requests you share with us.
Messages — the content of conversations you have with us over WhatsApp, email, or other channels.
Booking & billing — hotel, itinerary, and payment information needed to arrange and pay for your travel.
Documents you send us — e.g. passport or ID details, only when you provide them to complete a booking.

How we use your information

To respond to your enquiries and provide travel quotes and recommendations.
To arrange, book, and manage your reservations and payments.
To communicate with you about your trips, including follow-ups and reminders.
To keep records for accounting, legal, and customer-service purposes.
To improve our service quality.

WhatsApp and Meta

We use the WhatsApp Business Platform (provided by Meta) to communicate with clients. Messages you send us are processed to deliver our service. Your use of WhatsApp is also governed by WhatsApp's and Meta's own privacy policies. A real member of our team reviews and sends replies — we do not send automated marketing messages without your consent.

Service providers we share data with

We share information only as needed to deliver our service, with providers such as:

Hotels, airlines, and travel suppliers — to make your bookings.
Meta / WhatsApp — to send and receive messages.
Google — for email and calendar, where you've asked us to email you or schedule a meeting.
Stripe — to process payments securely (we do not store your full card details).
AI providers (e.g. Anthropic, OpenAI) — to help our team draft replies and organise trip details. These are used as processing tools and are not used to sell your data.

We do not sell your personal information.

Data retention

We keep your information for as long as needed to provide our service and to meet legal, accounting, and record-keeping requirements. You can ask us to delete your data at any time (subject to records we must keep by law).

Data deletion

You can request deletion of your personal data — including your WhatsApp messages and contact details — at any time. Email us at hello@theupgradeconcierge.com with the phone number or email you contacted us from, and we will remove your data (other than records we are required to keep by law) and confirm once done. You can check the status of a request at our data-deletion status page. If you reached us through WhatsApp, deletion also removes the conversation from our systems; WhatsApp's own copy is governed by Meta's policies.

Security

We take reasonable measures to protect your information. Sensitive credentials are encrypted, and access is limited to authorised team members. No method of transmission or storage is 100% secure, but we work to protect your data against unauthorised access.

Your rights

You may request access to, correction of, or deletion of your personal information, and you may opt out of non-essential communications at any time. To exercise any of these rights, contact us using the details below.

Children

Our services are intended for adults. We do not knowingly collect information from children under 16.

Changes to this policy

We may update this policy from time to time. The "last updated" date above reflects the latest version.

Contact us

The Upgrade
Email: hello@theupgradeconcierge.com
780 Park Ave, Lakewood, NJ 08701, USA