Privacy and Security

Last updated: [05/Nov/2026]

1. Who we are

Travel Sense Asia Company Limited (“Travel Sense Asia”, “we”, “us”, “our”) is a tour operator registered in Vietnam under Registration No. 0104143940, issued by the Hanoi Department of Finance. Our head office is at Block 8, 25A Le Van Luong, Thanh Xuan Ward, Hanoi, Vietnam. We also operate offices in Da Nang and Ho Chi Minh City, and work with teams in Siem Reap, Bangkok and Luang Prabang.

We are responsible for the personal data described in this policy. If you have any question about it, contact us at privacy@travelsense.asia.

2. Scope of this policy

This policy explains how we collect, use, share and protect personal data when you:

  • visit en.travelsense.asia and our other websites;
  • contact us by WhatsApp, email, phone, website forms, live chat or social media;
  • request a quotation, book or take a tour with us;
  • receive our newsletters or marketing messages.

It also explains your rights and how to exercise them. This policy does not cover third-party websites we link to; please read their own privacy policies.

3. Information we collect

Information you give us

  • Contact details: name, email address, phone and WhatsApp number, country of residence.
  • Trip details: destinations, travel dates, number and age range of travellers, budget, preferences and special requests.
  • Booking details for each traveller: full name as in passport, date of birth, nationality, passport number and expiry date, flight details, and visa information when we arrange visas.
  • Dietary requirements, accessibility needs and relevant health information, only when you choose to share them so we can arrange suitable services.
  • Payment information: we record payment amounts and references. Card payments are processed by our payment providers; we do not store full card numbers.
  • Messages, files and photos you send us, and feedback or reviews about your trip.

Information collected automatically

  • Device and usage data from our websites: IP address, browser type, pages visited, time on site and referring source, collected through cookies and similar technologies (see section 9).
  • WhatsApp message metadata, such as timestamps and delivery and read status.

Information from others

  • From travel partners, agents and online travel platforms when you book through them.
  • From a friend or family member who refers you to us or books a trip that includes you.
  • From advertising platforms when you respond to our ads, for example a lead form or a click-to-WhatsApp ad.

4. How we use your information

  • To answer your enquiries, design itineraries and send quotations.
  • To book and manage your tour, flights, hotels, guides, transport and visas, and to contact you before and during your trip.
  • To keep a complete record of our communication with you in our customer relationship management (CRM) system, so any member of our team can continue to help you.
  • To monitor and improve service quality, including how quickly and how well our travel consultants respond.
  • To send newsletters, offers and trip ideas, where you have agreed or where the law allows; you can opt out at any time.
  • To understand how our websites and ads perform and to improve them.
  • To meet legal, tax and accounting obligations, prevent fraud and handle complaints or disputes.

We do not sell your personal data.

We process your personal data on one or more of these grounds:

  • Contract: to prepare and perform your booking, including steps you ask for before booking, such as a quotation.
  • Consent: for marketing messages, non-essential cookies, and health or other sensitive information you choose to share. You can withdraw consent at any time.
  • Legitimate interests: to run and improve our business, supervise service quality and keep records of our communication, in a way that does not override your rights.
  • Legal obligation: to comply with tax, accounting, tourism and immigration requirements.

6. WhatsApp communications and CRM

Our travel consultants communicate with you on WhatsApp using company WhatsApp Business numbers connected to the WhatsApp Business Platform (Cloud API) provided by Meta.

  • Messages you send to us and our replies, including text, photos, documents, voice notes, timestamps and delivery status, are received through the WhatsApp Business Platform and stored in our CRM system, hosted on servers controlled by Travel Sense Asia.
  • When a consultant’s number is connected to our CRM, earlier one-to-one conversations with that number (up to the previous six months) may be imported so that your history with us is complete.
  • Access is limited by role: a consultant sees their own conversations, and team leaders and managers see their team’s conversations for supervision and quality purposes.
  • We use conversation records to serve you, to measure response times and service quality, and to resolve complaints.
  • We do not use WhatsApp conversations for advertising, and we do not write message content to system logs.

You can stop receiving WhatsApp messages from us at any time by replying “STOP” or by blocking our number. Meta processes messages as the provider of WhatsApp under its own terms and privacy policy: https://www.whatsapp.com/legal/privacy-policy

7. Who we share your information with

We share personal data only when needed, and only the minimum required:

  • Travel service providers that deliver your trip: hotels, local guides, transport companies, airlines, cruise and activity operators, and visa services.
  • Technology providers that operate on our behalf: Meta (WhatsApp Business Platform), Google (website analytics and advertising), our hosting, email and payment providers. They may use the data only to provide their services to us.
  • Partners and agents through which you booked, so they can support your booking.
  • Authorities, courts or advisers when required by law, or to protect our rights, our customers or our staff.
  • A buyer or successor if our business is reorganised or sold, under equivalent protection.

We require service providers to protect your data to a standard equivalent to this policy.

8. International transfers

We are based in Vietnam, and our team and travel suppliers operate across Southeast Asia, including Vietnam, Cambodia, Laos, Thailand and other destinations you travel to. Some technology providers, such as Meta and Google, may process data in other countries. When we transfer your data abroad, we take reasonable steps, including contractual safeguards where required, to ensure it remains protected as described in this policy.

9. Cookies and tracking technologies

Cookies are small files stored on your device. We use:

  • Essential cookies to run the website, remember your choices and keep forms secure.
  • Analytics cookies, through Google Tag Manager and Google Analytics, to understand how visitors use our websites.
  • Advertising cookies and pixels [such as Google Ads and Meta Pixel] to measure our ads and show relevant ads on other platforms.

You can block or delete cookies in your browser settings [or through our cookie banner]. Blocking essential cookies may affect how the website works.

10. Marketing communications

We send newsletters and offers only where you have agreed or where the law allows, for example to past customers about similar trips. Every email has an unsubscribe link. On WhatsApp, reply “STOP” to stop receiving promotional messages. Opting out of marketing does not affect messages about an enquiry or booking you have with us.

11. Data retention

We keep personal data only as long as needed for the purposes in this policy:

Data How long we keep it
Enquiries and conversations that did not lead to a booking 3 years after our last contact
Booking records, invoices and related communication As required by Vietnamese tax and accounting law, at least 3 years after the trip
Passport, visa and health information Until the trip and any related claims are completed, then deleted or anonymised
Marketing preferences Until you unsubscribe, plus a suppression record so we do not contact you again
Website analytics data According to the retention settings of the analytics provider, up to 26 months

After these periods, we delete or anonymise the data.

12. How we protect your information

  • Personal data is stored on servers with restricted access, protected by encrypted connections (HTTPS) and access controls.
  • Staff can access only the data they need for their role, and are trained on confidentiality. Breaches of our rules lead to disciplinary action.
  • Passport, visa and health information is visible only to staff handling your booking and is never written to system logs.
  • We require our suppliers and technology providers to apply equivalent safeguards.

No system is completely secure. If a data breach affects you, we will notify you and the relevant authorities as required by law.

13. Your rights

Subject to applicable law, you have the right to:

  • know what personal data we hold about you and receive a copy;
  • correct inaccurate or incomplete data;
  • request deletion of your data;
  • withdraw consent at any time, without affecting processing already carried out;
  • object to or restrict certain processing, including direct marketing;
  • receive your data in a portable format where applicable;
  • complain to the competent data protection authority.

To exercise these rights, email privacy@travelsense.asia.. We may ask you to confirm your identity, and we will respond within 30 days.

14. How to request deletion of your data

To delete your personal data, including WhatsApp conversations stored in our CRM:

  1. Email privacy@travelsense.asia with the subject “Data deletion request”.
  2. Include your full name, the email address and/or WhatsApp number you used to contact us, and any booking reference.
  3. We will verify your request, delete or anonymise your data within 30 days, and confirm by email.

We may keep records we are legally required to retain, such as invoices, for the period required by law. Messages remaining on your own device and in WhatsApp are controlled by you and by WhatsApp.

15. Children’s information

Our website is not directed at children, and we do not knowingly collect personal data directly from children under 16. When a family books a trip, a parent or guardian provides the details of travelling children, such as name, date of birth and passport information. We use this data only to arrange the trip and protect it in the same way as all traveller data. If you believe a child has sent us personal data without consent, contact us and we will delete it.

Our websites link to third-party sites such as TripAdvisor, Trustpilot, Facebook and Instagram. Their privacy practices are their own, and we encourage you to read their policies.

17. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top shows the latest version. If we make significant changes, we will highlight them on this page and, where appropriate, notify you. We will not use data already collected in a way that is materially different from this policy without your consent.

18. Contact us

Travel Sense Asia Company Limited
Registration No. 0104143940
Block 8, 25A Le Van Luong, Thanh Xuan Ward, Hanoi, Vietnam
Privacy enquiries: privacy@travelsense.asia.
General enquiries: sales@travelsense.asia · +84 838 998 988
Website: https://en.travelsense.asia