Privacy Policy

Celestia Experience LLC (“Celestia”, “we”, “us”) operates the Celestia Hub platform at celestiahub.io and related subdomains (support.celestiahub.io, report.celestiahub.io). This policy explains what information we collect, how we use it, and the choices you have.

1. Information we collect

We collect only the information needed to operate our internal operations platform and support our touring crew. Categories:

• Account information. When a Celestia administrator invites a user, we store their email address, full name (if provided), profile photo (if uploaded), and mobile phone number (if provided).
• Support ticket information. When a venue technician submits a support ticket through our public form, we capture the venue name, market, technician name and phone number, problem description, and any attached screenshots or files.
• Show report information.When a duty manager files a show report, we capture the report contents (performances, notes, staffing) plus the submitter’s name and email.
• Voice and SMS records. Calls placed to and SMS messages sent or received via our toll-free number are recorded, transcribed, and logged for incident response, audit, and quality purposes.
• Usage logs. Standard server logs (IP address, timestamp, page path, user agent) for security monitoring, rate limiting, and debugging.

2. How we use information

We use the information we collect to:

• Operate the Hub and its public ticket / report submission forms;
• Route incoming support requests to the on-call engineer for the appropriate market;
• Send transactional emails (sign-in links, ticket confirmations, show-report PDF deliveries) and operational SMS (incident alerts to internal staff);
• Maintain an audit trail of operational events for compliance and incident review;
• Detect and prevent abuse (rate limiting, anti-spam filtering).

We do not sell personal information, run ad targeting, or share data with third-party marketers.

3. Third-party service providers

To operate the Hub we use the following service providers, each of which processes data under its own published policy:

• Supabase — database, authentication
• Vercel — application hosting + analytics
• Resend — transactional email delivery
• Twilio — voice + SMS routing
• Anthropic Claude — AI-assisted text extraction (quotes, transcripts) — no data is used for model training
• Cloudflare — DNS + inbound mail routing + DDoS protection
• Wrike — internal project / ticket management

4. Data retention

We retain operational records for the duration needed to fulfil their purpose plus a limited additional period for audit:

• Account information: retained while the account is active, plus 24 months after deactivation.
• Support tickets and show reports: retained for the duration of the touring engagement plus 36 months.
• Voice recordings and transcripts: retained for 24 months.
• SMS logs: retained for 24 months.
• Email logs and server logs: retained for 12 months.

5. Security

We use industry-standard practices to protect data: TLS in transit for all network traffic, encrypted-at-rest storage at Supabase and Vercel, row-level security policies on every table that contains user data, and per-category permissions gating both read and write access. Auth tokens are HttpOnly and rotated periodically.

6. Your rights

You may request access to, correction of, or deletion of your personal data at any time by emailing support@celestiahub.io. Internal staff may also manage most of their information directly through the Hub user settings.

7. Children

The Hub is an internal operations tool for adult employees and contractors. It is not directed at children under 13, and we do not knowingly collect data from minors.

8. Changes to this policy

We may update this policy when the underlying service or regulatory requirements change. Updates take effect when posted; the “last updated” date above will reflect the most recent revision. Material changes will be communicated to active users by email.

9. Contact

Questions about privacy?

Celestia Experience LLC
c/o Paquin Entertainment Group USA
Email: support@celestiahub.io