This policy explains how communication with your host works on Sync and which contact details can be shared in a booking's messages.
Policy
All communication between guests and hosts happens through Sync messages, either in the app or by replying to message emails. Sharing contact details for off-platform communication is not allowed. When a message contains such details, they are automatically removed before delivery.
What is automatically removed from messages
Phone numbers, written in digits or spelled out
Email addresses, including disguised forms
Links to websites and services outside Sync
Usernames on social media and messaging apps, as well as prompts like "find me on WhatsApp"
Removal applies equally to guests and hosts, in both directions.
When phone numbers can be exchanged
From 3 hours before the scheduled pickup time until the end of the trip, phone numbers pass through messages normally. This lets you coordinate the vehicle pickup with your host by phone.
If the booking's pickup time changes, the 3-hour window is calculated from the new time.
For bookings made less than 3 hours before pickup, phone numbers are allowed from the start.
The exception covers phone numbers only. Emails, external links and usernames are not allowed at any stage of the booking.
What happens when a contact detail is removed
The message is delivered normally and a neutral indicator appears in place of the contact detail. If you see this indicator in a message you received, it means Sync removed a contact detail. The rest of the message is unchanged and the conversation continues normally. A short note from the Sync AI assistant explains what happened each time.
Why this policy exists
Our support team can only see conversations inside Sync. If something goes wrong with your booking, the message history is the record that lets us protect you and act on your behalf.
Payments and agreements made outside Sync are not covered by the platform's protection program and guarantees. If someone asks you to arrange or pay outside Sync, see the article Preventing and reporting fraud.
Your host receives a push, email and SMS notification when you message them on Sync. You do not need their phone number to be sure they will see it.
Note: This policy changes nothing about how you talk with your host. All conversations about the booking, the vehicle, the meeting point and times continue normally inside Sync messages. See also the article Messaging your host.