1. Information We Collect
To deliver our service, we collect:
- Contact information: Name, email, WhatsApp number, optional backup phone
- Booking details: Pickup/drop-off locations, dates, times, hotel reservation details
- Payment information: Credit card details (processed by Stripe — we do not store full card numbers)
- Service evidence: Photos and videos of luggage at pickup/transit/delivery, GPS coordinates, delivery signatures
- Communications: WhatsApp messages, emails, and support inquiries
2. How We Use Your Information
- To fulfill your delivery booking
- To communicate with you regarding your service (pickup confirmations, ETAs, delivery completion)
- To process payments and refunds
- To verify service quality and resolve any claims
- To comply with legal obligations under Japanese law
- To improve our service (anonymized analytics only)
3. Information Sharing
We share your information only with:
- Stripe (payment processor) for transaction handling
- Hotels and partner facilities at the destinations to coordinate delivery (only the minimum necessary to confirm reservation match)
- Our porter team for service execution (limited to delivery details)
- Authorities if legally required
We do not sell your data to third parties for marketing purposes.
4. Data Retention
- Booking records: Retained for 7 years (Japanese tax law requirement)
- Service evidence (photos/videos): Retained for 90 days after delivery, unless under active claim
- Communications: Retained for 2 years
- Account information: Retained until you request deletion
5. Your Rights
You have the right to:
- Access the personal information we hold about you
- Correct inaccurate information
- Request deletion of your information (subject to legal retention obligations)
- Object to certain uses of your information
- Withdraw consent for marketing communications
To exercise these rights, contact us via the Contact form.
6. Security
We protect your information through:
- HTTPS encryption for all website communications
- PCI-compliant payment processing via Stripe
- Restricted access to personal data on a need-to-know basis
- Regular security reviews
While no system is 100% secure, we take reasonable steps to protect your data.
7. International Data Transfers
Your data is primarily stored in Japan. Some service providers (Stripe, communication tools) may process data in other jurisdictions, which are bound by appropriate data protection agreements.
8. Cookies & Tracking
Our website uses minimal cookies for:
- Essential functionality (form state, session management)
- Anonymous analytics to improve user experience
We do not use third-party advertising trackers.
9. Children's Privacy
Our service is not directed to individuals under 18. We do not knowingly collect personal information from minors. Bookings made for minors must be authorized by a parent or guardian.
10. Compliance
This Privacy Policy is designed to comply with the Act on the Protection of Personal Information (APPI) of Japan. For users in other jurisdictions, additional rights may apply under local laws (e.g., GDPR, CCPA).
11. Changes to This Policy
We may update this Privacy Policy from time to time. Material changes will be communicated via email or WhatsApp. Continued use of the service after changes constitutes acceptance.
12. Contact
For privacy-related questions or to exercise your rights, contact us via the Contact form with subject "Privacy inquiry".