Rakuten Travel Privacy Policy

This Privacy Policy (“Policy”) describes how Rakuten, Inc. (collectively, “Rakuten”, “we”, “our” or “us”) collect, use, and disclose personal information about you through Rakuten Travel (the “Services”); how we use and protect this information; and your rights in relation to this information.
Personal information is information that identifies, relates to, is capable of being associated with, or could reasonably be linked, directly or indirectly, with you or your household.
1. PERSONAL INFORMATION ABOUT YOU
Information we collect from you
The categories of information that we collect directly from you include the following:
  1. Identifiers, such as your name, postal address, email address, account name, or other similar identifiers;
  2. Protected characteristics, such as your gender, age, or other protected classifications under applicable law;
  3. Commercial information, such as information of reservation, or other consumption histories or tendencies;
  4. Financial, medical, or health insurance information, such as bank or credit card numbers;
Information we automatically collect about you
We collect information about you automatically through the use of cookies and similar technologies. You may be able to limit our ability to automatically collect certain types of information by adjusting the cookie settings on your web browsers. These categories of information include:
  1. Identifiers, such as IP addresses, or other persistent identifiers;
  2. Internet or other electronic network activity information, such as browsing history or information regarding your interaction with any websites, applications, or devices associated with the Services.
2. HOW AND WHY WE USE YOUR PERSONAL INFORMATION
All the above categories of your personal data will be used and retained for the following purposes:

  1. book your reservation
  2. improve our services to provide you with better products
  3. deal with your enquiries and requests
  4. process your bookings and refunds
  5. comply with legal obligations to which we are subject and cooperate with regulators and law enforcement bodies and for fraud prevention and security purposes.
  6. contact you with marketing and offers relating to products and services offered by us and/or other members of the Rakuten Group (unless you have opted out of marketing, or we are otherwise prevented by law from doing so)
In the European Union, we must have a legal basis to process your personal information. In most cases the legal basis will be one of the following:

  1. • to fulfil our contractual obligations to you, for example to provide the services, to ensure that invoices are paid correctly. Failure to provide this information may prevent or delay the fulfilment of these contractual obligations
  2. • to comply with our legal obligations, for example obtaining proof of your identity.
  3. • to meet our legitimate interests, for example to understand how you use our products and services and to enable us to derive knowledge from that, which allows us to develop new products and services. When we process personal information to meet our legitimate interests, we put in place robust safeguards to ensure that your privacy is protected and to ensure that our legitimate interests are not overridden by your interests or fundamental rights and freedoms.
We may obtain your consent to collect and use certain types of personal information when we are required to do so by law (for example, in relation to our direct marketing activities, Cookies and Tracking Technologies or when we process location data [and sensitive personal information]). If we ask for your consent to process your personal information, you may withdraw your consent at any time by contacting us using the details at the end of this privacy notice.
3. PERSONAL INFORMATION WE SHARE WITH OTHER PARTIES
Information we disclose
In order to achieve our own business purposes, we may disclose your personal information to the following parties:

  1. Service providers and business partners: We engage service providers and business partners (including hotel providers) to assist us with operating and providing you access to the Services. For example, to manage your booking, we need to share your data with the hotel owners. These service providers or business partners may perform marketing services, process secure payments, fulfill orders, optimize services, serve online behavioral advertising, send newsletters and marketing messages, support email and messaging services, and analyze information. Some of our service providers or business partners may engage their own service providers or business partners to further assist us. Unless otherwise specified, these companies will only use your personal information in the ways described in this Policy.
  2. Rakuten group companies: Rakuten has affiliates around the world. Our affiliates work closely with each other to provide you access to the Services and other Rakuten products and services from country to country. We may share your personal information among Rakuten group companies for marketing purposes, security, fraud prevention, optimization of products and services, and internal reporting. Unless otherwise specified, the Rakuten group companies will only use your information in the ways described in this Policy.
  3. Where required by law: We may share your personal information with law enforcement agencies, courts, other government authorities or other third parties where we believe necessary to comply with a legal or regulatory obligation, or otherwise to protect our rights or the rights of any third party.
  4. In the context of a transaction: We may share your personal information with potential transaction partners, service providers, advisors, and other third parties in connection with the consideration, negotiation, or completion of a corporate transaction in which we are acquired by or merged with another company or we sell or transfer all or a portion of our assets or business.
The following categories of your personal information may be shared with these parties:
  1. Identifiers;
  2. Protected characteristics;
  3. Commercial information;
  4. Financial, medical, or health insurance information;
  5. Internet or other electronic network activity information.
4. YOUR RIGHTS OVER YOUR PERSONAL INFORMATION
You may have rights in relation to your personal information under local law. Below is a general description of the rights some consumers may hold. In the event you reside in such a jurisdiction and would like to exercise one of your rights, please contact us at inquiry form or at inquiry email. Once we receive the contact, we will verify your identity based on your personal information we already have at that time and any additional information we may require from you for that purpose. Please note that we may also require additional information from you in order to respond your request appropriately and decline your request as permitted under applicable law. Subject to the local law, you may have the following rights:
  1. Right to access personal information: Users exercising this right may request access to the categories and specific pieces of their personal information we hold;
  2. Right to data portability: Users exercising this right may receive their personal information, when provided electronically, in a readily-useable format;
  3. Right to deletion: Users exercising this right can ask us to delete their personal information we have collected;
  4. Right to disclosure: Users exercising this right can receive additional information regarding the sources from which we collect information, the purposes for which we collect and share personal information, the information of theirs we hold, and the categories of parties with whom we share their information;
  5. Some rights applicable to certain territories:

    (1) Under EU law
    If you are visiting from the EU, you may have certain rights, in accordance with the applicable local law and limitations,
    including:
    Right to access your Personal Information;
    Right to rectify the information We hold about you;
    Right to erase your Personal Information;
    Right to restrict our use of your Personal Information;
    Right to object to our use of your Personal Information;
    and
    Right to receive your Personal Information in a usable electronic format and transmit it to a third party (right to data portability).
    If contacting Us does not resolve your complaint, you have the right to make a complaint to your data protection authority.

    (2) For California residents
Information we “sell”
California law requires that we describe certain disclosures of personal information that involve monetary or other valuable consideration. California law treats such disclosures as “sales” even if no money is exchanged.
However, in situations where you intentionally direct us to do so, where we share data for a business purpose as described above, or any other circumstances permitted by California law exist, such disclosures may not be considered as a “sale.”
We do not exchange your personal information for money unless you give us an affirmative authorization.
We do not “sell” personal information of minors under 16 years of age without affirmative authorization.
If you are California residents, you may have certain rights including:
Right to access personal information;
Right to data portability;
Right to deletion;
Right to disclosure;
Right to opt out of certain disclosures of personal information that California law defines as “sales” even if no money is exchanged the sale of your information (you may exercise that right here: Do Not Sell My Personal Information);
We may “sell” your personal information to the following parties:
  1. Service providers and business partners;
  2. Rakuten group companies.
The following categories of your personal information may be sold to these parties:
  1. Identifiers;
  2. Protected characteristics;
  3. Commercial information;
  4. Financial, medical, or health insurance information;
  5. Internet or other electronic network activity information.
We do not sell data of minors.
Do Not Sell My Personal Information
According to the above “sell” in California law, we may “sell” your personal information as permitted by applicable law. Users exercising the right to opt-out of sales may direct us to stop selling your personal information. You can exercise your right to opt-out here: inquiry form or at inquiry email
If you use an authorized agent to exercise your rights, please also provide us the written permission to do so.
exercise rights without fear of being denied goods or services;
Right to learn about certain disclosures;
Right to be free from discrimination;
and
Right to erasure (for users under the age of 18).
5. INFORMATION SECURITY
We implement reasonable security measures designed to safeguard the personal information we process through the Services. These measures are aimed at providing ongoing integrity and confidentiality for your personal information. However, no information system can be 100% secure, so we cannot guarantee the absolute security of your information.
6. RETENTION
Your personal data Rakuten holds will be retained for 10 years after your reservation has been completed. We will only retain your personal information after this time if we are required to do so to comply with the law, or if there are outstanding claims or complaints that will reasonably require your personal information to be retained.
7. INTERNATIONAL DATA TRANSFERS
Your personal information may be transferred to, stored, and processed in a country that is not regarded as ensuring an adequate level of protection for personal information. We have put in place appropriate safeguards (such as contractual commitments) in accordance with applicable legal requirements to ensure that your data is adequately protected. For more information on the appropriate safeguards in place, please contact us at the details below. Rakuten, as a data controller, always adhere to our Binding Corporate Rules (BCRs) for processings and transfers of personal data and you can lodge a complaint to the Global Privacy Manager of Rakuten or a data protection authority in accordance with Rakuten’s BCRs (https://corp.rakuten.co.jp/privacy/en/bcr.html).
8. CONTACT US (Call Center)
Rakuten, Inc. will respond to your requests which the applicable laws grant to you the right to make and questions about your personal data, including objecting to processings of personal data in the way.
  1. • Customer Service (Call Center)
  2. Business Hours: 9:00 to 21:00 (Japan Standard Time)
    https://rakuten-travel-en.custhelp.com/app/bot
  3. Inquiry form
  4. Email address,
We are committed to working with you to obtain a fair resolution of any complaint or concern about privacy. If, however, you believe that we have not been able to assist with your complaint or concern, you have the right to make a complaint to your data protection authority if one exists in your country.
9. CHANGES TO THE POLICY
We may modify or update this Policy from time to time. We encourage you to visit this Policy at least once per year to learn about any changes to the way we collect, use, or disclose your personal information. If we make a material change to this Policy, we will take reasonable steps to notify you, for example by posting a banner on the Services. We encourage you to visit this Policy at least once per year to learn about any changes to the way we collect, use, or disclose your personal information.
Effective Date: 2019.12.23