How we use your data

Who is responsible

Nakoagency is the brand under which NAKO AGENCY SRL (IDNO 1020600005334, str. Mălina Mică 14, Chișinău, Republic of Moldova) operates the Nakobook platform. For the waiting list and for your account on the platform, we are the controller. For the data of a booking, the controller is whoever you book with — see “Who is responsible for what when you book” below. For anything about your data, write to contact@nakoagency.com — we answer within 30 days at most.

Who is responsible for what when you book

There are two of us, with different roles. Whoever you book with decides what they need in order to see you, and what they do with it afterwards — they are the controller. Nakobook keeps the schedule, sends the emails and stores the rows in the database on their instructions — we are the processor. In practice: a request to delete or correct appointment data is decided by whoever you booked with and carried out by us. If you are not sure who to ask, write to contact@nakoagency.com and we will put you in touch with them.

The waiting list

When you sign up we keep (in the database on the Hetzner server): your email address, the industry you selected, the language you browsed in, and a fingerprint of your IP address (SHA-256 with a secret key, so it cannot be turned back into the real address). The purpose: to tell you when we launch; the IP fingerprint only limits automated sign-ups. The basis: your consent, given by submitting the form.

When you have an appointment

We keep exactly what you filled in: your name, phone number and/or email address (at least one of them, so the business you are booking with can contact you), the service, the location, the staff member and the time. Plus the proof of your consent — when you gave it and which version of this page you agreed to. The box for invitations to book again is separate and optional; if you leave it unticked you only get messages about your own appointment: the confirmation and any change, by email, if you left your address. The free-text field “Anything they should know” reaches the business you booked with exactly as you wrote it: please do NOT put diagnoses, treatments or other health data there — that is sensitive data (art. 9 GDPR), we do not ask for it and we build nothing on it. At the end you get a management link that lets you move or cancel the appointment without an account: that link is a key, so do not pass it on. We do not store the link itself, only a fingerprint of it, and it expires after 60 days. Legal basis: preparing and carrying out the appointment you asked for. On your own device, the browser remembers your form choices for 24 hours so you do not start over; your contact details are kept for 90 days ONLY if you tick that box yourself, and the button on the page deletes them.

Estimating the risk of a no-show

When you make a booking, we automatically calculate, on behalf of the business you are booking with, an estimate (a score) of the risk that you will not show up. We use only two things: your history with the same business (how many bookings you have had and how many you missed; with no history, we start from a base value) and whether you are booking less than 24 hours in advance. We do not use your history with other businesses or any other data about you. The estimate is kept for as long as the booking is kept; in the app, only the owner of the business sees it, as a mark in the calendar; you do not see it. No booking is refused automatically on the basis of it. It could be used to ask for a deposit, under the business's rules, but today automatic deposit requests are switched off everywhere, and before we switch them on we will rewrite this section. Legal basis: the business's legitimate interest in protecting its schedule from no-shows (Art. 6(1)(f) GDPR). You have the right to object to this estimate and to have it reviewed by a person: write to the business or to contact@nakoagency.com.

How long we keep it

Waiting list: until launch plus at most 12 months, or until you ask us to delete it — whichever comes first. Appointment data is kept by whoever you book with for as long as they need it, and we delete it at their request or at yours through them; the management link expires after 60 days in any case. Free-text notes have fixed periods, which we apply ourselves, whoever you book with through Nakobook: the note you leave on an appointment is deleted 30 days after the appointment ends, and the notes kept about you by whoever you book with (for example, an allergy or a colour formula) are deleted 24 months after your last visit or after you last made an appointment, even if you later cancelled it — whichever is more recent. An upcoming appointment pauses the count, and if you have never made an appointment, the 24 months run from the date you were added to the records. If whoever you booked with closes their account with us, we delete their data, including your appointments there, 30 days after the account closes. We keep the account’s security log (sign-ins, changes of email and of authentication factors) for 12 months from the event, including after the account is deleted, for the security of the platform. After the account is deleted, for 3 years we keep only a note that we deleted the account and when, with no name, email or IP address, as proof that we fulfilled the request. Once deleted, data remains only in our backups, which we keep for at most 90 days; if we ever restore one, we redo the deletions before the data is used again. To do that, for 90 days we keep only an encoded form of your email and phone number (not the email or phone number in plain text), used solely to redo the deletion. We send nothing beyond what is described above and we give your address to nobody.

The tools we use

Sentry (Functional Software, Inc., United States) — error monitoring. It receives the page address, the browser type and the stack trace. Your IP address reaches Sentry with the request but is not stored. The address of the management page contains your key, so we strip it out of the event before it leaves — Sentry gets the path, without the key. So that nobody can fill a booking diary with a script, we cap requests at our cache provider (Upstash). For this we keep a cryptographic fingerprint of your IP address and, when you sign in, of your email address — not the addresses themselves — for at most three hours; for account recovery requests we keep a fingerprint of the account identifier for at most 15 days. Resend sends the emails about your appointment and sees their address and content. The application is hosted by Hetzner Online GmbH (Germany, EU) and Vercel Inc. (USA); Hetzner Online GmbH (Germany, EU) hosts the database and authentication; Supabase Inc. (data in the EU, Frankfurt) keeps a copy until the move is complete. Technical server logs (including the IP address) are overwritten automatically as they fill up, at most 30 MB, and are deleted at every update. The authentication log in the database keeps the IP address; we delete it on request. All of them are suppliers processing on our behalf.

Anti-bot check at sign-in

Business owners and their staff sign in to the Nakobook dashboard through Nako ID, the shared account for NAKO AGENCY SRL products (booking online as a client does not require signing in). On the sign-in page we use Cloudflare Turnstile (Cloudflare, Inc.) to tell people apart from automated programs. Turnstile processes your IP address and technical browser signals (for example, the browser type); it has no access to what you type in the form. The legal basis is our legitimate interest in protecting accounts against automated attacks (Art. 6(1)(f) GDPR). On our side the check is momentary: we do not keep its result. Cloudflare processes the data in the USA under the EU-U.S. Data Privacy Framework (Art. 45 GDPR), and its data processing agreement also includes the standard contractual clauses (Art. 46 GDPR).

cf.turnstile.u — local browser storage (localStorage, not a cookie), written by Cloudflare Turnstile on the sign-in page, within the challenges.cloudflare.com domain space. It has no expiry of its own: it stays until you clear it in your browser. Purpose: telling people apart from automated programs at sign-in. It is strictly necessary for the security of the sign-in you request, which is why we do not ask for your consent to it.

Usage analytics

To understand which pages are used and where people get stuck, we use Google Analytics, a Google service. We only turn it on if you agree — until then it is not loaded and nothing is sent to Google. If you accept, we collect: pages visited, time, device and browser type, your IP address (shortened by Google) and a cookie identifier. Google Analytics keeps the data about your visit for 2 months; after that only aggregated statistics remain, which do not identify you. The basis is your consent (Art. 6(1)(a) GDPR), and you can withdraw it at any time, from the same dialog — withdrawing is as easy as agreeing. Google may process the data outside the European Union; such transfers rely on the safeguards Google declares in our contract with it — a recognised protection framework or, failing that, the Standard Contractual Clauses approved by the European Commission. If you decline, the product works exactly the same — you lose nothing.

PostHog receives: pages visited, the events we explicitly mark ourselves, page load performance measurements, and a pseudonymous identifier. With PostHog we do not record the screen, we do not automatically capture clicks or form content, and we do not send the console log.

Microsoft Clarity — public website only, and only if you accept. Clarity records your browsing session (what is shown on screen, cursor movement, clicks, scrolling) and builds heatmaps, so we can see where people get stuck. What you type into fields and dropdowns is not captured — Microsoft masks it in all modes, and we cannot change that. The data goes to Microsoft Corporation (United States), which also uses it for its own purposes, including advertising; it does not act solely on our instructions. Recordings are kept for 30 days, and some of them (those marked as favourites and a randomly selected sample) for up to 9 months. Details: Microsoft Privacy Statement. You can decline in the banner at any time, and the refusal is honoured.

No analytics tool runs inside the application where you manage your business.

What you can ask for

To see what we hold about you, to correct it, to have it deleted, or to withdraw your consent. One address for all of it: contact@nakoagency.com. You may also complain to your data protection authority. These rights also cover the cryptographic fingerprints of your IP address: keeping them as a fingerprint rather than in the clear makes them harder to tie back to you, but does not take them out of the personal-data category.