Privacy Policy

This policy explains what personal information we collect, why, and the choices you have. "We", "us" and "our" mean Luxury Japan Travel Pty Ltd. "You" means anyone who contacts us, uses our website, or travels with us.

Luxury Japan Travel Pty Ltd (ABN 46 164 972 758) is responsible for the personal information described in this policy. Wherever your information is handled, we remain accountable for it under Australian law. For any privacy question, request, or complaint, contact privacy@luxuryjapantravel.com.

• Contact and identity: your name, email, country, and any details you give us.
• Booking and travel: your enquiry and booking answers, travel preferences, and itinerary.
• Sensitive information: dietary requirements, allergies, and medical conditions relevant to your tour. We collect this only with your consent and only to plan and deliver your tour safely.
• Passport details: where needed for your travel arrangements. Each field is encrypted, the passport scan is deleted 90 days after your tour ends, and you can ask us to erase the record sooner.
• Payment information: the status of your payment. Your card details are handled by our payment provider; we do not collect or store your full card details.
• Calls: calls to our telephone numbers are answered by our voice platform, recorded and transcribed, with a notice at the start of the call. The recording and transcript are held by that provider on our instructions; a summary is added to your guest record and emailed to our team so they can follow up with you.
• Website and itinerary book activity: the pages you view, the documents you open, the questions you ask our online concierge, and, once we send you your itinerary book, the pages you read, the time you spend on each, any question you ask about it, and the links or enquiry options you open from it. We hold your IP address and browser type as part of this record, and connect it to you once you have written to us.
• Email activity: whether you open a marketing email from us or click a link in one, reported to us by our marketing email platform.
• Reviews and feedback: anything you choose to share with us.

We use your personal information to answer you; to plan, provide and improve your tour and our services; to take payment; for safety, security, and the prevention of fraud or misuse; to send you updates you have asked for or opted in to receive, including when you submit an enquiry or form; to comply with the law; and to establish, exercise or defend legal claims.

Where the EU or UK GDPR applies, we rely on: performance of our contract with you; our legitimate interests in operating, securing and improving our business; your consent (including for sensitive information and marketing where required); and compliance with our legal obligations. You can withdraw consent at any time.

We share personal information only as far as we need to, with service providers who help us operate, acting on our instructions. They include:

• hosting, our website's infrastructure and our stored documents (Cloudflare);
• our guest database (Neon);
• transactional email (Resend) and marketing email (Kit);
• our telephone voice platform (Vapi);
• payments (Stripe); and
• our own email and calendar (Google Workspace).

We also share personal information:

• with the suppliers involved in delivering your tour;
• with authorities or others where the law requires or permits it, or to protect our rights; and
• with a buyer or successor if our business is sold or restructured.

We do not sell your personal information, and we do not share it for cross-context behavioural advertising.

Because we arrange travel in Japan for guests around the world, your information may be handled outside your home country, including in Australia, Japan, Singapore, where our guest database is hosted, and other countries where our service providers operate. Where your information is handled overseas, we take reasonable steps to require it to be protected to a standard consistent with the Australian Privacy Principles, and we remain accountable for it under Australian law. Where the GDPR applies, we rely on recognised safeguards: transfers to Japan are covered by the European Commission's adequacy decision for Japan, and our service providers commit to standard contractual clauses or equivalent protections. You can ask us for details.

We keep personal information only for as long as we need it, and for the minimum periods the law requires:

• financial and booking records: up to 7 years, as required by Australian and Japanese law;
• passport scans: deleted 90 days after your travel ends; the encrypted record itself is deleted when you ask us to erase it;
• sensitive information: deleted when no longer needed for your tour;
• enquiries that do not lead to a booking: retained so we can respond to you and send you the updates and marketing described in section 8, until you unsubscribe or ask us to delete them;
• marketing contacts: until you unsubscribe.

When we no longer need information, we delete it or remove anything that identifies you.

We protect personal information with layered technical and organisational measures: encryption in transit and, for sensitive records such as passport details, encryption at rest; access controls that limit information to the people who need it to serve you, including two-factor sign-in for our team on top of a separate network-level check on every request to our systems; reputable, hardened infrastructure providers; monitoring and logging of access to our systems; and secure deletion at the end of the retention periods above. Our team is trained in the careful handling of guest information, and we review these measures regularly. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

When you submit an enquiry or form, or book or purchase with us, we collect your contact details and may send you updates and marketing about our tours and products, where the law allows. Every message includes a one-click unsubscribe, and you can opt out at any time by contacting us.

You can ask to access or correct the personal information we hold about you, and you can make a privacy complaint, by contacting privacy@luxuryjapantravel.com. We may need to confirm your identity first.

• Australia: you have the rights in the Australian Privacy Principles, including access and correction.
• EU and UK: where the GDPR applies, you have the rights to access, correct, erase, restrict or object to processing, to data portability, and to withdraw consent.
• California and other US states: we do not sell or share your personal information; you may contact us to exercise any rights your state gives you.

We give you the rights the law in your location requires.

We do not use cookies for advertising or cross-site tracking, and our website analytics (Plausible) do not identify you. Strictly necessary cookies keep the site working and secure. Your browser may also store, on your device only, a display preference, whether you have dismissed a prompt, and your form progress. A first-party visitor cookie (ljt_v, kept for up to two years) lets us recognise a returning visitor and connect the pages you looked at, and any itinerary book activity, to your enquiry once you have written to us. You can clear cookies and local storage in your browser at any time.

Our services are for adults. A guest under 18 may travel only with a parent or guardian, as set out in our Booking Conditions. We do not knowingly collect a child's personal information except as provided by their parent or guardian.

If a data breach occurs that is likely to result in serious harm, we will notify the Office of the Australian Information Commissioner and the people affected, as required by the Notifiable Data Breaches scheme, and meet any other notification obligations the law imposes.

Our website may link to other sites. We are not responsible for the privacy practices or content of any site we do not control.

To the maximum extent permitted by law, we are not liable for any indirect or consequential loss arising in connection with this policy or our handling of your information. Nothing in this policy excludes any right or remedy you have that cannot lawfully be excluded.

We may update this policy from time to time. Any change applies from the date we publish the updated version on our website.

If you are not satisfied with how we have handled your personal information, contact privacy@luxuryjapantravel.com. You may also complain to the Office of the Australian Information Commissioner (oaic.gov.au) or, where their law applies to you, to your local data-protection authority.