For customers of businesses on Basehand

This page is for people who book, pay, send a message or fill in a form on a website built with Basehand. It explains what Basehand does and does not do. It adds to the business’s own terms and privacy notice; it does not replace them.

1. Who you are dealing with

The business named on the website is the one you book with, buy from or contact. It decides its services, prices, availability, cancellation and refund rules, and how it uses your information. Any contract for a booking or purchase is between you and that business.

Electric Pass Labs, LLC d/b/a Basehand (“Basehand”) is not a party to that contract. We do not provide the business’s services, and we cannot change, cancel or refund a booking for you. For anything about a booking, order, price or refund, contact the business. Its contact details are on its website and in the messages you get about your booking.

Nothing on this page takes away rights you have under consumer law. Those rights apply against the business you deal with.

2. Payments

When a business takes payment online, you pay the business through its own account with Stripe, a payment provider. Stripe collects and processes your card details under its own privacy notice. Basehand never sees your full card number or security code. We keep the payment’s status, amount and reference, and the card’s type and last four digits, so you and the business can see what was paid.

If the business approves bookings before they are confirmed, Stripe saves your card and it is charged only once the business approves. If you choose, Stripe can also keep your card with the business for next time.

If a paid booking is canceled, the full amount is refunded automatically. Any other refund is up to the business.

3. Information about you

Depending on what you do on the website, Basehand stores the following for the business:

• Contact details, such as your name, email address and mobile number.
• Bookings, such as the service or class, date and time, the person you booked with, answers to the business’s questions, notes you add, and changes or cancellations.
• Forms, such as the answers and files you send, the page you sent the form from, and the website that linked you there.
• Messages you exchange with the business by email or social media.
• Payment records, as described in Section 2.
• Technical information, such as your IP address, browser, the pages you request and the time of each request.

Cookies. Booking pages use only the cookies needed for a booking you ask for, and none for advertising or tracking. One keeps your place while you book. If you tick “Remember me on this device,” an encrypted cookie lets that device book and see your bookings without a new code for 90 days.

For this information, the business is in charge of it (in privacy law, the “controller”), and Basehand handles it on the business’s behalf and under its instructions (the “processor” or “service provider”). The business can see it in its Basehand account and is responsible for telling you how it uses it.

4. What Basehand uses it for

We use your information to provide the business’s website, bookings, payments and messages as the business has set them up. We also use some of it for our own limited purposes, and for these Basehand is the controller:

• Keeping the service secure and working, including preventing spam, fraud and abuse, and fixing errors.
• Confirming your email or mobile number with a one-time code, as described in Section 5.
• Meeting legal obligations and dealing with legal claims.

Where UK or EU law applies, we do the first two because we have a legitimate interest in a secure service and in knowing who is booking, and the third because the law requires it.

AI. Unless the business turns it off, your messages and form answers are sent to our AI provider, Anthropic, so Basehand’s assistant, the Hand, can sort them and draft replies. Anthropic does not train its models on this data. A reply the Hand drafts goes out only when a person at the business sends it. Basehand does not use your bookings, forms, messages or contact details to train AI models.

5. Codes and messages

Codes. When you book, or ask to see your bookings, we send a one-time code to confirm your email or mobile number. An email address gets an email. A US or Canadian number gets a text, or a WhatsApp message if the text can’t be sent. Any other number gets a WhatsApp message. We send one message for each code you ask for. Asking for a code does not sign you up for marketing.

Booking messages. After you book, Basehand sends the business’s messages about your booking on its behalf, such as confirmations, reminders and changes. They go by email and, if you gave a mobile number, by text (US and Canada) or WhatsApp (elsewhere). Texts and WhatsApp messages come from Basehand’s number, not the business’s. Replies to them do not reach the business, except a reply that confirms your booking, so contact the business directly. The business may also email you after your visit to thank you or ask for a review.

Stopping messages. To stop texts, reply STOP. This stops all texts from Basehand’s number, including codes and messages from other businesses that use Basehand. To stop WhatsApp messages or emails, tell the business or email us. Message and data rates may apply.

6. Who else handles it

We use service providers to run Basehand. Each receives only what it needs for its job:

• Amazon Web Services, which hosts and stores the data and sends email.
• Stripe, for payments.
• Twilio, for text messages, and Meta, for WhatsApp messages.
• Anthropic, for the Hand’s AI features.
• Better Stack, for error reports and service logs.

The website itself may load fonts from Google, or videos and maps the business chose to show. Your browser then connects to those services directly.

Basehand stores and processes data in the United States. If you are in the UK or Europe, your information is transferred there, with the safeguards described in our Privacy Policy.

The business may also connect other services, such as a video meeting provider for online appointments. Those are the business’s choices and are covered by its notice.

7. How long it is kept

Information we hold for a business is kept while the business uses Basehand, until the business deletes it, or until the business stops using Basehand and the data is returned or deleted. Messages the business deletes can be restored for 30 days and are then deleted for good. Replies to our texts, and records of whether each text was delivered, are kept for 30 days. Service logs are kept for up to 30 days, and database backups for 14 days.

8. Your rights and contact

Depending on where you live, you may have the right to see, correct or delete your information, to object to some uses, or to take a copy with you. In the UK and Europe you can also complain to your data protection regulator; in the UK this is the Information Commissioner’s Office.

Contact the business first. It controls your booking, form and message records and can act on your request. If you contact us about those records, we will pass your request to the business and help it respond.

For Basehand’s own uses in Section 4, or if you cannot reach the business, email hello@basehand.com and say which website you used. Our full Privacy Policy has more detail. We may update this page; the date at the top shows when it last changed.