1. Introduction
This Privacy Policy explains how Lovetravo ("we," "us," "our") collects, uses, and shares your personal information when you use the Lovetravo platform. By using Lovetravo, you agree to this Policy.
2. Information we collect
Information you give us:
- Account information: email address, name (optional), password, and any profile details you add.
- Content you submit: reviews, ratings, reactions, and photos you upload (which may contain image metadata).
- Messages and bookings: the content of messages you exchange with businesses, and booking/reservation request details (such as dates, times, party size, number of guests, and contact details you provide).
- Business/partner information: if you claim a business, the details and verification documents you submit, and the payment QR/information you configure (note: we display your payment QR but do not process payments).
Information collected automatically:
- Usage data: how you interact with the app (pages viewed, searches, concierge queries, check-ins, points activity).
- Device and technical data: device type, browser, IP address, and similar identifiers.
- Location data: approximate or precise location only if you enable it (for example, for check-ins or nearby recommendations). You can control this through your device settings.
Information from third parties:
- If you sign in with a third-party provider (e.g. Google), we receive basic profile information from them as permitted.
3. How we use your information
- Create and manage your account and provide the platform.
- Enable messaging and booking requests between you and businesses, and deliver the content of those communications to the relevant business.
- Power the AI assistant (your queries and relevant context are processed to generate responses — see "AI processing" below).
- Operate the loyalty points and rewards program (track points earned and redeemed).
- Display reviews, photos, and reactions you choose to submit.
- Personalize recommendations and improve the platform.
- Communicate with you (e.g. booking updates, notifications, service messages).
- Detect, prevent, and address fraud, abuse, and security issues.
- Comply with legal obligations.
4. AI processing
Lovetravo's AI features process your queries and certain context (such as listing information and, for booking help, details you provide) to generate responses. To do this, your queries may be sent to third-party AI service providers that process data on our behalf. We do not use your private message content to train third-party public models where we can prevent it, and we work to limit what is shared to what is needed to provide the feature.
5. How we share information
- With businesses you interact with: when you message a business or submit a booking request, we share the relevant details (your message, name, and booking details) with that business so they can respond and serve you. Businesses are independent and use your information under their own responsibilities.
- With service providers: hosting, AI providers, and similar vendors that process data on our behalf under appropriate safeguards.
- For legal reasons: to comply with law, enforce our Terms, or protect rights, safety, and security.
- In a business transfer: if Lovetravo is involved in a merger, acquisition, or asset sale, subject to this Policy.
We do not sell your personal information. We do not process payments, so we do not collect or store your card or bank details; payments are made directly to businesses via their own payment methods.
6. Your choices and rights
Depending on where you live, you may have rights to:
- Access the personal information we hold about you.
- Correct inaccurate information.
- Delete your account and personal information (you can delete your account in-app).
- Object to or restrict certain processing.
- Withdraw consent (e.g. turn off location).
- Port your data.
To exercise these rights, contact us at privacy@lovetravo.com. We will respond as required by applicable law. You can control location and notification permissions through your device settings.
7. Public content
Reviews, ratings, reactions, and photos you submit and that are approved may be publicly visible in Lovetravo, along with your display name. Do not include information in public content that you want to keep private.
8. Data retention
We keep personal information for as long as your account is active and as needed to provide the service, then delete or de-identify it, except where we must retain it to comply with legal, tax, accounting, or dispute-resolution obligations. Messages and booking records may be retained for a reasonable period to support both parties and resolve disputes.
9. Security
We use reasonable technical and organizational measures (including access controls and database-level permissions) to protect your information. No system is perfectly secure, but we work to safeguard your data, and verification documents and other sensitive uploads are stored with restricted access.
10. Children
Lovetravo is not intended for anyone under 18. We do not knowingly collect personal information from children. If you believe a child has provided us information, contact us and we will delete it.
11. International users and transfers
Lovetravo operates from Vietnam and your information may be processed in countries other than your own, including where our service providers operate. We take steps to protect your information consistent with this Policy and applicable law.
12. Vietnam-specific note
If you are in Vietnam, we process your personal data in accordance with applicable Vietnamese personal data protection requirements.
13. Changes to this Policy
We may update this Policy. We will post the updated version with a new effective date and, for material changes, provide reasonable notice.
14. Contact
Questions or requests about your privacy: privacy@lovetravo.com