DropGo Privacy Policy
Last updated: [Date]
DropGo respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how [T&M Holdings Japan Co., Ltd. / DropGo legal entity to be confirmed] (“DropGo,” “we,” “us,” or “our”) collects, uses, shares, stores, and protects personal information when you use the DropGo website, booking platform, customer support services, and related services.
By using DropGo, you acknowledge that we will handle your personal information as described in this Privacy Policy.
1. Scope of This Privacy Policy
This Privacy Policy applies to personal information collected through:
● The DropGo website and booking platform;
● DropGo account creation and account management features, where offered;
● Luggage forwarding bookings made through DropGo;
● Customer support inquiries and service communications;
● Marketing emails or promotional communications where you have opted in or where otherwise permitted by law;
● Surveys, feedback forms, and customer research activities; and
● Other interactions with DropGo that reference this Privacy Policy.
This Privacy Policy does not govern the independent privacy practices of Yamato Transport, payment processors, hotels, lodging facilities, or other third parties that may separately collect or process personal information under their own privacy policies. Yamato Transport’s privacy policy is as follows. Please check with the hotel or other accommodation where you will be receiving your package regarding their privacy policy.
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2. Personal Information We Collect
The personal information we collect depends on how you use DropGo. We may collect the following categories of information.
2.1 Contact and Account Information
We may collect:
● Name;
● Email address;
● Phone number;
● Country or region of residence, where requested;
● Preferred language;
● Account login credentials or authentication details, where accounts are offered; and
● Other information you provide when creating or managing a DropGo account.
2.2 Booking and Shipment Information
To arrange a luggage forwarding booking, we may collect:
● Sender name and contact information;
● Recipient name and contact information;
● Origin and destination details;
● Planned itinerary for your stay in Japan;
● Geolocation, where permitted;
● Hotel, lodging, sales office, convenience store, airport counter, or other service-point information;
● Hotel reservation name, reservation dates, or other lodging-related details where needed to coordinate delivery;
● Requested shipment date, delivery date, or delivery time preferences where available;
● Luggage category, size, weight, quantity, and other booking details;
● Booking number, reservation ID, QR code, shipment identifiers, tracking numbers, and related order information;
● Special instructions or notes submitted by the customer; and
● Information needed to address delivery, routing, handoff, or support issues.
2.3 Payment and Transaction Information
We may collect or receive information related to payments and transactions, such as:
● Payment status;
● Transaction amount;
● Currency;
● Billing contact details, where applicable;
● Payment confirmation records;
● Refund, cancellation, or charge dispute information; and
● Limited payment-related identifiers provided by our payment processor.
DropGo does not intend to store full payment card numbers or full card security codes. Payment card processing is handled by authorized third-party payment processors.
2.4 Customer Support and Communications
If you contact DropGo, we may collect:
● The content of your inquiry or support request;
● Email correspondence, chat messages, support forms, or other communications;
● Booking details relevant to the inquiry;
● Photographs, screenshots, labels, baggage-condition images, or other documentation you voluntarily provide;
● Information needed to investigate delayed, missing, damaged, failed-delivery, or other service-related matters; and
● Records of actions taken to review or respond to your request.
2.5 Device, Website, and Usage Information
When you visit or use DropGo’s website or platform, we may automatically collect certain information, such as:
● IP address;
● Browser type and version;
● Device type and operating system;
● Language settings;
● Referring URLs;
● Pages viewed and interactions with the website;
● Approximate location inferred from IP address, where permitted;
● Date and time of access;
● Error logs, diagnostics, and security event information; and
● Cookie identifiers, analytics identifiers, and similar technology data.
2.6 Marketing and Feedback Information
Where you sign up for marketing communications, complete a survey, or provide feedback, we may collect:
● Email marketing preferences;
● Survey responses;
● Feedback, comments, and product suggestions;
● Promotional campaign interactions; and
● Information you voluntarily provide in connection with customer research or testimonials.
3. How We Collect Personal Information
We may collect personal information:
● Directly from you when you create a booking, create an account, contact support, complete a form, or otherwise provide information to DropGo;
● Automatically when you use our website or platform, through cookies, analytics tools, logs, and similar technologies;
● From payment processors or payment service providers in connection with completed, failed, refunded, or disputed transactions;
● From Yamato Transport or another carrier partner where needed to display shipment status, investigate a service issue, or coordinate support;
● From hotels, lodging facilities, service points, or other third parties where relevant to resolving a booking or delivery issue; and
● From business partners or marketing partners where legally permitted and consistent with this Privacy Policy.
4. How We Use Personal Information
DropGo may use personal information for the following purposes.
4.1 To Provide and Operate the DropGo Service
We use personal information to:
● Create and process bookings;
● Generate booking confirmations, QR codes, reservation IDs, shipment instructions, and related records;
● Transmit information needed for carrier-side shipment handling;
● Display booking and tracking information;
● Manage booking changes, cancellations, or refund requests where available;
● Provide customer support; and
● Operate, maintain, and improve the DropGo platform.
4.2 To Coordinate With Carriers and Service Partners
We may use personal information to:
● Share booking and shipment information with Yamato Transport or another applicable carrier partner;
● Confirm shipment details, route information, or service status;
● Investigate delivery issues, delayed shipments, missing luggage, damage reports, or failed handoffs;
● Coordinate with hotels, lodging facilities, or service points where needed to support fulfillment or resolve a booking-related issue; and
● Communicate carrier-provided updates or next steps to the customer.
4.3 To Process Payments and Prevent Fraud
We may use personal information to:
● Process payments, refunds, adjustments, and related transactions;
● Confirm payment status;
● Prevent, detect, and investigate fraud, abuse, unauthorized transactions, chargeback misuse, and other harmful activity;
● Enforce applicable payment and service rules; and
● Maintain records required for accounting, tax, and audit purposes.
4.4 To Communicate With You
We may use personal information to:
● Send booking confirmations and service-related notices;
● Provide support responses and case updates;
● Request additional information needed to complete or review a booking;
● Notify you of significant changes to our services, policies, or terms where appropriate; and
● Send marketing communications where you have opted in or where otherwise permitted by law.
We may send you emails regarding DropGo or our promotional materials to the email addresses we have collected, and by using the Service, you agree to this. You may unsubscribe from marketing emails at any time using the unsubscribe link in the message or by contacting us.
4.5 To Improve, Secure, and Analyze Our Services
We may use personal information and usage data to:
● Analyze website and platform performance;
● Understand how customers use DropGo;
● Improve booking flows, service design, language support, and customer experience;
● Diagnose technical issues;
● Monitor platform stability and security;
● Prevent unauthorized access or misuse; and
● Develop aggregated or de-identified insights about service performance and customer needs.
4.6 To Comply With Legal Obligations and Protect Rights
We may use personal information to:
● Comply with applicable laws, regulations, court orders, and lawful requests;
● Maintain records required by law;
● Respond to legal claims or disputes;
● Enforce our Terms & Conditions and other policies;
● Protect the rights, safety, and property of DropGo, our customers, our partners, and others; and
● Support internal compliance, risk management, and corporate governance.
5. How We Share Personal Information
DropGo may share personal information as described below.
5.1 With Yamato Transport and Other Carrier Partners
We may share personal information necessary to arrange, support, and manage luggage forwarding services, including booking details, sender and recipient information, origin and destination details, shipment identifiers, requested delivery information, and issue-resolution information where needed.
Carrier partners may process personal information under their own privacy policies and applicable transportation rules. Yamato Transport’s privacy policy is as follows. Please check with the hotel or other accommodation where you will be receiving your package regarding their privacy policy.
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5.2 With Payment Processors
We may share information with payment processors and related financial service providers to process payments, refunds, transaction verification, fraud checks, and payment disputes.
5.3 With Hotels, Lodging Facilities, and Service Points
Where relevant to fulfilling or supporting a booking, we may share limited information with hotels, lodging facilities, sales offices, convenience stores, airport counters, or other service points. This may include information needed to confirm a reservation, identify the customer, coordinate acceptance or release of luggage, or resolve delivery issues.
5.4 With Service Providers
We may share personal information with vendors and service providers that help us operate DropGo, such as:
● Cloud hosting and infrastructure providers;
● Customer support providers;
● Communications and email service providers;
● Analytics and website measurement providers;
● Security, fraud-prevention, and monitoring providers;
● Development, maintenance, and technical support providers;
● Professional advisers, including legal, accounting, and compliance advisers; and
● Other operational vendors acting on our behalf.
These service providers may process personal information only as needed to provide services to DropGo or as otherwise permitted by applicable law and contractual terms.
5.5 For Legal, Safety, and Protection Purposes
We may disclose personal information where we believe it is reasonably necessary to:
● Comply with law, regulation, legal process, or governmental request;
● Enforce our Terms & Conditions or other agreements;
● Detect, prevent, or address fraud, security, or technical issues;
● Protect the rights, property, safety, or operations of DropGo, customers, partners, or others; or
● Establish, exercise, or defend legal claims.
5.6 In Connection With a Business Transaction
If DropGo is involved in a merger, acquisition, financing, restructuring, sale of assets, bankruptcy, or similar transaction, personal information may be disclosed or transferred as part of that transaction, subject to applicable law.
5.7 With Your Consent or Direction
We may share personal information where you specifically request, authorize, or consent to the sharing.
6. Cross-Border Transfers
DropGo may operate through teams, service providers, and technical infrastructure located in Japan and the United States. If you use DropGo, you agree to store the data there and/or transfer to date between Japan and the United States. As a result, personal information may be transferred to, accessed from, or processed in jurisdictions outside the country where you are located.[CY: The rules governing the cross-border transfer of personal information are complex. While it is generally a good idea to establish such rules, in practice, you should avoid storing data overseas whenever possible.][1] [MH2]
Where required by applicable law, DropGo will take appropriate steps in connection with cross-border transfers of personal information, which may include providing required notices, obtaining consent where required, using contractual protections, or relying on other legally recognized transfer mechanisms.
7. Cookies and Similar Technologies
DropGo may use cookies, pixels, local storage, analytics tools, and similar technologies to:
● Operate the website and booking platform;
● Remember user preferences;
● Maintain session functionality;
● Understand website traffic and usage patterns;
● Measure marketing effectiveness;
● Improve platform performance; and
● Support security and fraud prevention.
Some cookies or similar technologies may be necessary for the website to function. Others may be used for analytics, personalization, or marketing where permitted by law and, where required, with your consent.
Where applicable, DropGo may provide a separate cookie notice or consent tool that explains available choices.
8. Retention of Personal Information
DropGo retains personal information for as long as reasonably necessary to:
● Provide the services requested by customers;
● Maintain booking, support, and transaction records;
● Resolve disputes and investigate service issues;
● Comply with legal, accounting, tax, and regulatory obligations;
● Enforce our agreements and policies; and
● Protect against fraud, abuse, and security risks.
Retention periods may vary depending on the category of information, the purpose of processing, contractual requirements, legal obligations, and operational needs.
When personal information is no longer needed for a legitimate business or legal purpose, DropGo will take reasonable steps to delete, anonymize, or securely dispose of it, subject to applicable law and record-retention obligations.
9. Security of Personal Information
DropGo uses reasonable administrative, technical, and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure.
These safeguards may include access controls, account security measures, encryption or secure transmission where appropriate, vendor oversight, internal confidentiality practices, system monitoring, and other measures suitable to the nature of the information and the risks involved.
No method of transmission over the internet or electronic storage is completely secure. For that reason, DropGo cannot guarantee absolute security, but we take reasonable steps to protect the information we handle.
10. Your Choices and Rights
Depending on your location and applicable law, you may have rights concerning your personal information. These may include the right to:
● Request access to personal information we hold about you;
● Request correction of inaccurate or incomplete personal information;
● Request deletion or suspension of use where applicable;
● Request cessation of third-party provision where applicable;
● Withdraw consent where processing is based on consent and withdrawal is legally available;
● Object to or opt out of certain marketing communications; and
● Request information about how we handle personal information.
To exercise a request concerning your personal information, please contact DropGo using the information in the “Contact Us” section below. We may need to verify your identity before responding and may decline or limit requests where permitted by law.
11. Marketing Communications
Where permitted by law, DropGo may send promotional emails, product updates, travel-related service information, surveys, or other marketing communications.
You may opt out of marketing emails at any time by using the unsubscribe link included in the message or by contacting DropGo. Even if you opt out of marketing communications, we may still send service-related communications necessary to manage bookings, respond to support requests, or provide legally required notices.
12. Children’s Privacy
DropGo is not intended for use by children acting independently. Customers using DropGo should be legally able to enter into a binding agreement or should use the service with the involvement and authorization of a parent, guardian, or other responsible adult where required.
DropGo does not knowingly collect personal information from children in a manner prohibited by applicable law. If you believe a child has provided personal information to DropGo improperly, please contact us so we can review the matter.
13. Sensitive Personal Information
DropGo does not seek to collect sensitive personal information unless it is necessary for a specific lawful purpose and handled in accordance with applicable law. Customers should avoid submitting sensitive personal information through booking notes, support messages, or uploaded materials unless it is specifically requested and necessary to address the matter.
14. Links to Third-Party Websites
The DropGo website or communications may contain links to third-party websites, services, or policies, including those of carriers, payment processors, or travel-related partners. DropGo is not responsible for the privacy practices of third parties, and we encourage users to review their privacy policies separately.
15. Changes to This Privacy Policy
DropGo may update this Privacy Policy from time to time to reflect changes in our services, data practices, legal requirements, or operational needs. When we update this Privacy Policy, we will revise the “Last updated” date above and provide additional notice where required by law.
The version of this Privacy Policy posted on the DropGo website at the time of access will apply to your use of the website, unless otherwise required by law.