Privacy Policy
HavenJapan K.K. · Last revised: 14 October 2026
HavenJapan K.K. (HavenJapan株式会社, "HavenJapan", "we") designs and guides private tours and journeys in Japan. To do that we need to know who you are, how to reach you, and some things about your trip. This policy explains what we collect, why, who we share it with, how long we keep it, and what you can ask of us. It is written to meet Japan's Act on the Protection of Personal Information (個人情報の保護に関する法律, "APPI"). If you are in the European Economic Area, the United Kingdom or Switzerland, our Privacy Policy for the EEA, UK and Switzerland (https://havenjapan.com/privacy-policy-eu/) also applies to you.
1. Who we are
| Business | HavenJapan K.K. (HavenJapan株式会社) |
| Representative | Elie Corbex, Representative Director (代表取締役) |
| Address | 5-9-15 Kamiuma, Setagaya-ku, Tokyo 154-0011, Building C, Japan (〒154-0011 東京都世田谷区上馬5丁目9番15号 C棟) |
| Corporate number | 3010901057564 |
| Contact for privacy | [email protected] · +81 3 6821 5356 |
2. What we collect
When you enquire or book: your name and the names of everyone in your party; e-mail address, telephone and WhatsApp number; country of residence; travel dates, hotels, pick-up and drop-off places, flight or train details; the ages of children (so the right child seats are fitted); your preferences and what you tell us about the trip you want; our correspondence with you.
Information you choose to give us so we can look after you: dietary needs and allergies, medical conditions, mobility, pregnancy, and anything else that affects what you can safely do. This is sensitive information (要配慮個人情報). We collect it only when you give it to us, and only to plan and run your trip safely; by giving it, you consent to that use.
For particular tours: for a motorcycle day, your driving licence and international driving permit details, which our rental partner needs; your travel insurer's name and policy number, if we ask for it.
Payment: the amount, date and status of each payment and the name of the payer. Card payments are processed by Stripe; we never see or store your full card number. For bank transfers we see the sender's name and the amount.
Through booking platforms: if you book through Viator, GetYourGuide, Airbnb or another platform, the platform sends us the booking details we need to run the tour. The platform is responsible for what it collects from you under its own privacy policy.
Photographs: photographs your guide takes of you during the tour, and, if you allow it, photographs we may use in our own promotion (see section 4).
On our website: what you type into our contact form or account; technical information such as your IP address, browser and pages visited; and cookies (see section 9).
3. Why we use it (purposes of use, 利用目的)
- To answer your enquiry and prepare proposals and itineraries.
- To take and manage your booking: reservations, guides, drivers, vehicles, tickets and the people who provide the services you book.
- To run your tour or journey safely, and to contact you before and during it.
- To take payments, issue invoices and receipts, and handle refunds.
- To handle complaints, claims, insurance matters and payment disputes, and to protect our rights.
- To meet our legal obligations, including accounting and tax records.
- To improve our tours and our website, using information that does not identify you wherever possible.
- To send you news and offers about our journeys, only where you have agreed or have booked with us before; you can stop them at any time.
- With your consent, to use photographs of you in our promotion.
We do not use your information for any other purpose without telling you and, where the law requires it, asking for your consent. We do not sell personal information.
4. Photographs
Your guide may take photographs of you, with your camera or ours; they are yours. We may take photographs during a tour for our own promotional use. If you prefer not to appear, tell us at booking or at any time, and we will not use images in which you can be identified. Images of children are used only with a parent's consent.
5. Who we share it with
People who provide the services you book. To run your trip, we give the relevant details to the hotels, ryokan, restaurants, experience providers, rail and transport companies, vehicle and motorcycle rental partners, and the guides and drivers who work with us. They receive only what they need, such as names, dates, numbers of guests and dietary or access needs. By booking, you consent to this sharing.
Our service providers. Businesses that handle information on our behalf, under contract, only for our purposes:
| Provider | What for | Where the information is held |
|---|---|---|
| Stripe | Card payments | United States and other countries |
| Wise | Bank transfers | United Kingdom, Belgium, United States and other countries |
| Google (Google Workspace) | E-mail, documents, spreadsheets | United States and other countries |
| Bókun | Booking management | Iceland (European Economic Area) |
| Meta (WhatsApp) | Messages with you, if you use WhatsApp | United States, Ireland |
| Canva | Preparing your proposal and itinerary documents | Australia, United States |
| Hostinger, Cloudflare | Hosting and protecting our website | European Union, United States and other countries |
| Our accountants and bookkeepers in Japan | Accounting and tax records | Japan |
Others, only when required. Public authorities, courts and the police when the law requires it; your card issuer, through Stripe, if you open a payment dispute; insurers and emergency services, when needed to protect your life, health or property.
6. Information sent outside Japan
Some of the providers above hold information outside Japan. Where a provider is in the European Economic Area or the United Kingdom, those countries are recognised by Japan's Personal Information Protection Commission as having a protection system equivalent to Japan's. For providers in other countries, including the United States and Australia, we use only providers bound by contract to protect personal information to a standard equivalent to the APPI, and we check that they do. On request, we will tell you what those measures are and how we check them. Information on the personal information protection systems of other countries is published by the Personal Information Protection Commission (https://www.ppc.go.jp/personalinfo/legal/kaiseihogohou/#gaikoku).
7. How we keep it safe (安全管理措置)
- Organisation: a person responsible for personal information is appointed (our Representative Director), and access to client information is limited to the staff and guides who need it.
- People: our staff and guides are bound to confidentiality and told how to handle client information.
- Physical: paper documents are kept at our office and disposed of securely.
- Technical: our systems use access controls, two-step sign-in and encrypted connections; card details are handled only by Stripe.
- Understanding where data is held: we know the countries named in section 5 and take their protection systems into account when choosing providers.
If a leak or loss of personal information occurs that the law requires us to report, we report it to the Personal Information Protection Commission and tell the people affected.
8. How long we keep it
| Information | How long |
|---|---|
| Booking, payment and invoice records | 7 years after the end of the financial year, as Japanese tax law requires (longer where the law requires it) |
| Correspondence, preferences and trip details | 3 years after your last trip with us, so we can look after you if you return; earlier deletion on request, except what we must keep by law |
| Health, dietary and access information | Deleted within 6 months of the end of your trip, unless needed for a claim |
| Driving licence details | Deleted within 6 months of the tour |
| Enquiries that do not lead to a booking | 2 years |
| Marketing preferences | Until you unsubscribe, then only the fact that you did |
9. Cookies and information sent from our website
Our website uses cookies that are needed for it to work, and, only if you agree in the cookie banner, cookies for statistics and for advertising. You can change your choice at any time through the cookie settings on our website or in your browser.
| Provider | Purpose | When |
|---|---|---|
| HavenJapan (WordPress, WooCommerce, Complianz) | Site operation, account sign-in, remembering your cookie choice | Always |
| Cloudflare | Security and performance | Always |
| Stripe | Secure payment and fraud prevention | When you pay |
| Google (Tag Manager, Analytics, Ads) | Measuring visits and advertising | Only with your consent |
| Meta | Measuring advertising | Only with your consent |
10. Your rights
You can ask us to:
- tell you what personal information we hold about you and give you a copy (in electronic form if you wish);
- correct, add to or delete information that is wrong;
- stop using or delete information that we hold in breach of the law or no longer need, or whose handling could harm your rights;
- stop sharing it with others, and show you our records of what we have shared.
Write to [email protected] from the e-mail address used for your booking, or tell us how to confirm that it is you. We answer without delay and free of charge, unless a request is clearly excessive. If we cannot do what you ask, we tell you why.
11. Children
Our tours are booked by adults. We collect information about children only from their parent or the adult booking for them, and only what the trip needs.
12. Questions and complaints
[email protected] · +81 3 6821 5356 (every day, 9:00–18:30 Japan time) · HavenJapan K.K., 5-9-15 Kamiuma, Setagaya-ku, Tokyo 154-0011, Building C, Japan.
13. Changes to this policy
We may update this policy. The date at the top shows when it was last changed. If a change affects how we use information you have already given us, we will tell you before it applies and, where the law requires it, ask for your consent.
14. Language
This policy is written in English. If it is translated, the English version prevails.
HavenJapan K.K. · 5-9-15 Kamiuma, Setagaya-ku, Tokyo 154-0011 · [email protected]