Privacy Policy

1. Information We Collect

When you make a reservation or contact us, we may collect the following personal information:

• Full name
• Email address
• Phone number
• Mailing address
• Passport information (required by Japanese accommodation law)
• Payment information (processed securely via Stripe)

We also collect certain data automatically when you visit our website, including IP address, browser type, pages visited, and timestamps, through cookies and analytics tools.

2. How We Use Your Information

Your personal information is used for the following purposes:

• Processing and managing your accommodation reservation
• Communicating check-in instructions, property details, and stay-related information
• Processing payments and issuing refunds when applicable
• Responding to inquiries submitted through our contact form or AI concierge
• Improving our services, website, and guest experience
• Complying with Japanese accommodation laws and tax regulations

We do not sell, rent, or share your personal information with third parties for marketing purposes.

3. Third-Party Services

We use the following third-party services to operate our business. Each service may process certain personal data in accordance with their own privacy policies:

• Stripe — Payment processing. Card details are handled entirely by Stripe and are never stored on our servers.
• Beds24 — Reservation management and booking engine. Manages guest information for reservation purposes.
• Google Analytics (GA4) — Website analytics, implemented via Cloudflare Zaraz. Collects anonymized browsing data.
• Anthropic (Claude) — AI-powered concierge chat on our website. Conversation data may be processed to provide responses.

4. Cookies

Our website uses cookies through Google Analytics (delivered via Cloudflare Zaraz) to understand how visitors use our site. These cookies collect anonymized data about page views, session duration, and referral sources.

You can control cookie settings through your browser preferences. Disabling cookies will not affect your ability to browse our website, though some analytics features may be limited.

5. Your Rights

In accordance with Japan's Act on the Protection of Personal Information (個人情報保護法), you have the right to:

• Request disclosure of the personal information we hold about you
• Request correction of inaccurate personal information
• Request deletion of your personal information
• Request that we cease using your personal information

To exercise any of these rights, please contact us at the email address below. We will respond to your request within a reasonable timeframe.

6. Contact Us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact us:

pono LLC (pono合同会社)
Email: support@ponoand.com