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

Information You Provide

We may collect:

• Your name, email address, telephone number, and mailing address;

• Account login and profile information;

• Membership applications, waitlist information, and responses about your interest in Hilo;

• Date of birth, age-confirmation information, and the date and result of an identity or eligibility check (we review government-issued identification but do not keep a copy);

• Emergency-contact information;

• Reservation, day-pass, locker-rental, and event information;

• Billing address, transaction details, and limited payment-related information;

• Communications, requests, feedback, and support inquiries;

• Incident reports, rule-enforcement records, and information you provide concerning a safety, security, or conduct issue; and

• Other information you choose to provide.

Payment Information

Payments are processed through Stripe or another disclosed payment provider. The payment provider may collect payment-card, bank-account, authentication, billing, fraud-prevention, and transaction information directly from you.

Hilo generally receives transaction status, payment method type, limited account details, and related records rather than complete payment-card numbers. The payment provider’s privacy policy also applies to its handling of your information.

Website and Device Information

When you use our website or online Services, Squarespace and our other providers may automatically collect:

• Internet Protocol address;

• Browser, device, and operating-system information;

• Pages viewed, links selected, referring pages, and approximate location derived from an IP address;

• Visit dates, times, duration, traffic sources, unique-visitor information, and cart activity;

• Cookie identifiers and similar technical information; and

• Error, security, and diagnostic information.

Reservations and Digital Entry

Our reservation and phone-based digital-entry systems may collect:

• Reservation dates, times, tables, cancellations, check-ins, and no-shows;

• Credential issuance, activation, deactivation, and status;

• Door-entry attempts, dates, times, and access results;

• Device and application information needed to operate or secure the credential;

• Approximate device location, only if the access app uses it to confirm that you are at the club before unlocking a door and you allow it in your device settings; and

• Records of suspected credential sharing, unauthorized access, or system misuse.

Hilo does not currently use fingerprints, facial recognition, or other biometric recognition to verify members or day-pass holders. If that changes, we will update this policy and provide any separate notice or consent required by law before collecting biometric information.

Security Cameras and Club Records

Hilo uses video cameras in common areas of the club and near entrances for access control, safety, incident review, and protection of people and property. Cameras are not placed in restrooms or other areas where privacy is reasonably expected.

Camera recordings may capture a person’s image, movements, entry and exit, companions, and interactions in monitored areas. We may connect relevant footage with access logs, reservations, incident reports, or rule-enforcement records when investigating an event.

We may use personal information to:

• Operate, maintain, secure, and improve the Services and club;

• Process applications, waitlists, deposits, memberships, payments, refunds, day passes, reservations, locker rentals, and other transactions;

• Create and administer accounts;

• Verify identity, eligibility, and access authorization;

• Issue and manage digital credentials;

• Manage table availability and enforce reservation rules;

• Communicate about accounts, applications, billing, reservations, access, closures, maintenance, emergencies, policy changes, and support requests;

• Provide marketing communications when permitted by law and consistent with your choices;

• Detect, investigate, prevent, and respond to fraud, unauthorized entry, harassment, theft, property damage, safety incidents, and violations of Hilo’s agreements or rules;

• Protect Hilo, its members, visitors, personnel, systems, property, and legal rights;

• Maintain business, tax, accounting, insurance, and legal records;

• Comply with law, legal process, and lawful government requests;

• Establish, exercise, or defend legal claims; and

• Create aggregated or deidentified statistics that do not reasonably identify an individual.

We will not use personal information in a way that is materially inconsistent with this policy without providing appropriate notice and obtaining consent when required.

Our Squarespace website uses necessary cookies and similar technologies to operate features such as navigation, security, accounts, checkout, and shopping carts.

We also use Squarespace Analytics. Squarespace may use analytics and performance cookies to help us understand matters such as traffic sources, page visits, unique visitors, and cart activity.

Where available, you may use Hilo’s cookie banner to accept, reject, or manage nonessential cookies. You may also control cookies through your browser settings. Blocking certain cookies may affect website functionality.

Hilo does not currently use Google Analytics, the Meta/Facebook Pixel, or similar third-party advertising trackers. If we add materially different tracking or targeted-advertising technologies, we will update this policy and provide any choices required by law.

Browser “Do Not Track” settings are not standardized and may not be recognized by all of our providers. Because Hilo does not sell personal information or use targeted-advertising trackers, we do not currently treat a Do Not Track signal as a sale or targeted-advertising opt-out request.

We may disclose personal information in the following circumstances.

Service Providers

We may provide information to vendors that perform services for Hilo, including:

• Squarespace for website hosting, online-store features, forms, and analytics;

• Stripe for payment processing, fraud prevention, disputes, refunds, and related financial services;

• Reservation and member-management providers, currently Spacebring;

• Digital door-access and security-system providers, currently Kisi;

• Email, communications, cloud-storage, information-technology, and customer-support providers;

• Professional advisers, including attorneys, accountants, insurers, and auditors; and

• Contractors supporting maintenance, security, operations, or incident response.

These providers may process information under their own privacy terms and, where applicable, under contractual obligations to Hilo.

Safety, Security, and Legal Reasons

We may disclose information when we reasonably believe disclosure is necessary to:

• Comply with applicable law, legal process, or a lawful government request;

• Respond to an emergency or protect a person from a serious safety threat;

• Investigate or prevent fraud, unauthorized access, illegal activity, or violations of Hilo’s rules;

• Protect Hilo’s rights, property, systems, members, visitors, personnel, or the public; or

• Establish, exercise, or defend a legal or insurance claim.

Business Transfers

We may disclose information in connection with a proposed or completed financing, merger, reorganization, sale, transfer, insolvency, or acquisition involving all or part of Hilo’s business or assets. A recipient may use the information only as permitted by applicable law and any notice provided in connection with the transaction.

At Your Direction

We may disclose information when you direct us to do so or give consent.

Hilo does not sell personal information for money or other valuable consideration.

Hilo also does not sell biometric identifier information. Hilo does not currently collect biometric identifiers for entry or identity verification.

Disclosing information to service providers that process it to operate Hilo’s Services is not treated by Hilo as a sale. If applicable law defines a particular future practice as a sale or sharing that requires an opt-out, Hilo will provide the required notice and choice before engaging in that practice.

Hilo may send operational or transactional messages concerning your application, account, membership, billing, reservations, passes, access, security, or changes to our terms. These messages are necessary to provide the Services and may continue even if you opt out of marketing.

We will send promotional email or text messages only as permitted by law and any consent you provide. You may unsubscribe from promotional email using the link in the message. You may withdraw text-message marketing consent using the instructions in the message.

We retain personal information only for as long as reasonably necessary for the purposes described in this policy, including providing Services, maintaining security, resolving disputes, enforcing agreements, meeting insurance needs, and complying with tax, accounting, legal, and recordkeeping obligations.

Retention periods vary by the type of information and may consider:

• Whether an account, membership, pass, reservation, or transaction remains active;

• The sensitivity and volume of the information;

• The need to investigate an incident, charge, complaint, or legal claim;

• Contractual, insurance, tax, accounting, and legal requirements;

• Applicable limitation periods; and

• Whether retention remains reasonably necessary for safety, security, or fraud prevention.

Routine security-camera footage is automatically overwritten after approximately 30 days. Footage, access logs, communications, or incident records associated with a safety, security, conduct, insurance, or legal matter may be preserved for longer while the matter remains relevant.

Door-entry and reservation logs are kept for up to 12 months after the related membership or pass ends. We do not keep copies of government-issued identification; we record only the date and result of the verification.

When information is no longer reasonably needed, we may delete, deidentify, or securely dispose of it, subject to technical and legal limitations.

Hilo uses administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. These measures may include access controls, account authentication, vendor management, secured systems, and limiting information access to people with a business need.

No method of transmission, storage, or security is completely reliable. Hilo cannot guarantee absolute security.

You are responsible for protecting your password, phone, account, digital key, and other credentials. Notify us promptly at hello@hilopoolroom.com if you suspect unauthorized account or credential use.

Depending on applicable law and the nature of your relationship with Hilo, you may ask us to:

• Confirm whether we maintain personal information about you;

• Provide access to certain information;

• Correct inaccurate account or contact information;

• Delete certain information;

• Stop promotional communications; or

• Explain or address a privacy concern.

Send requests to hello@hilopoolroom.com. We may need to verify your identity before responding. We may deny or limit a request when permitted or required by law, including when information must be retained for security, legal compliance, transactions, accounting, insurance, dispute resolution, or the rights of another person.

You may update certain information directly through your account when that feature is available.

The online Services are not directed to children under 13, and Hilo does not knowingly collect personal information online from a child under 13.

If you believe a child under 13 has provided personal information through the Services, contact hello@hilopoolroom.com so we can review and, where appropriate, delete it.

Eligibility for physical-club access is governed by Hilo’s then-current membership and day-pass policies and applicable law.

Third-party providers—including Squarespace, Stripe, the reservation provider, and the digital-access provider—may collect and process personal information under their own privacy policies. Hilo does not control the privacy practices of services it does not own.

The Services may contain links to third-party websites. This policy does not apply to information collected directly by those third parties.

Hilo may update this Privacy Policy to reflect changes in law, technology, providers, or business practices.

The “Last updated” date will identify the current version. Hilo will provide any notice of material changes required by law and may also notify account holders by email, through an account message, or through a prominent website notice.

Changes apply prospectively from their stated effective date.

Questions, concerns, and privacy requests may be sent to:

Hilo, Inc.
Doing business as Hilo
Email: hello@hilopoolroom.com

This section explains what the Hilo mobile app for iOS and Android collects and how Hilo uses it. The rest of this Privacy Policy also applies to the app.

What the App Collects

• Account details: your name and email address, received from Apple or Google when you sign in. If you use Apple’s Hide My Email, we receive the private relay address instead.

• Profile photo: optional, only if you add one.

• Push notification token: a device identifier that lets us send you notifications, such as when your table is ready. You can turn notifications off in your device settings.

• Queue and game history: when you join or leave the queue, the games you play, and your wins, losses, and streaks.

• Feedback and reports: anything you send us through the app, including reports about other members.

How We Use It

We use this information only to run the app: to sign you in, manage the table queue, send notifications, record game results, show the leaderboard, and review feedback and reports.

What Other Members Can See

Other app users can see your name, your profile photo if you add one, and your game history (wins, losses, and streaks) on the leaderboard. Reports are seen only by Hilo admins. We do not tell a reported member who reported them.

Services We Use

• Supabase hosts the app’s data and accounts.

• Expo delivers push notifications.

• Apple and Google provide sign-in.

These companies process data only to provide their services to Hilo.

No Analytics, Advertising, or Tracking

The app contains no analytics, no advertising, and no tracking. We do not track you across other apps or websites, and we do not sell your information or share it for advertising.

Deleting Your Account

You can delete your account at any time in the app under Settings > Delete Account, or by emailing hello@hilopoolroom.com. Deleting your account removes your profile, photo, notification token, and game history, and removes you from the leaderboard. We may keep reports you were involved in where needed to keep members safe or to meet legal obligations.

Age

The app is for people 21 and older and is not directed to children.

Questions about the app and your information: hello@hilopoolroom.com