Support & Data Rights
Version 1.0.0 · Last updated July 22, 2026
We’re here to help hosts and guests get the most out of Moche-AI. This page explains how to reach us, our response targets, and how to exercise your data rights.
Getting help
Hosts can reach support from the dashboard or by email. Guests should contact their host directly for property-specific matters (check-in, access, on-site issues); the AI concierge can also escalate a question to the host for you.
Response targets
| Request type | Target first response |
|---|---|
| General support | Within 2 business days |
| Billing issues | Within 1 business day |
| Security reports | Within 24 hours |
| Data-rights requests | Acknowledged promptly; fulfilled within statutory timeframes (e.g., 30 days under GDPR) |
Targets are goals, not contractual guarantees, unless stated in an enterprise agreement.
Exercising your data rights
Hosts can export or delete their data directly from Dashboard → Profile:
- Export (portability): download a JSON copy of your account, properties, and content. Payment card data is not included (held by Stripe).
- Deletion (erasure): a two-step request → confirm flow removes personal and property data. Billing, legal-acceptance, and audit records are retained where required by tax and compliance law.
Guests, or anyone who cannot access the dashboard, can submit a data-rights request through our support channel and we will verify and action it.
Security contact
To report a vulnerability or suspected incident, contact our security channel; we aim to acknowledge within 24 hours. As a processor we notify affected controllers of qualifying breaches within 72 hours (see the DPA).