Privacy Policy
Trouble Adviser (the "Company") establishes this Privacy Policy (the "Policy") as set out below with respect to the handling of Users' personal information in the services provided on this website (the "Service").
Article 1 (Personal Information)
"Personal information" refers to "personal information" as defined in the Act on the Protection of Personal Information. It means information about a living individual that can identify a specific individual by the name, date of birth, address, telephone number, contact information or other descriptions contained in that information, as well as information that can identify a specific individual from that information alone, such as data on facial appearance, fingerprints or voiceprints, and the insurer number of a health insurance card (personal identification information).
Article 2 (Personal Information We Collect)
To keep the personal information it handles to a minimum, the Company collects only the following.
- At registration: the User's user ID, email address, country and password (the password is stored only in a hashed form that the Company cannot read), and the date on which the User agreed to the Terms of Service and this Policy.
- In the course of providing the Service: order records (plan, start date, amount, reference number and cancellation status), and the contents of chat messages.
- Login records: the date and time, type (such as login, failed login, logout or password reset), IP address and browser information of access to the User's account. These are kept for up to 180 days for security purposes.
- Through the Inquiries page: the category, subject and contents of the User's messages and of the Company's replies (linked to the User's account).
Payment card details are collected and processed by the payment service provider (Stripe) and are not received or stored by the Company. The Company does not ask for the User's address, telephone number, date of birth, bank account number or identification document numbers.
Article 3 (Purposes of Collecting and Using Personal Information)
The purposes for which the Company collects and uses personal information are as follows:
- To provide and operate the Company's services
- To respond to inquiries from Users (including identity verification)
- To contact Users as necessary, such as for email address verification, password reset, maintenance and important notices
- To identify Users who have violated the Terms of Service or who attempt to use the service for fraudulent or improper purposes, and to refuse them use of the service
- To keep Users' accounts secure, such as by detecting unauthorized access using login records, and to look into the Service use history when responding to a User's inquiry or request for support
- To enable Users to view, change and delete their own registered information and to view their usage status
- To charge Users usage fees for paid services
- Purposes incidental to the above purposes of use
Article 4 (Changes to Purposes of Use)
- The Company shall change the purposes of use of personal information only where it is reasonably recognized that the changed purposes are related to those before the change.
- If the purposes of use are changed, the Company shall notify the User of the changed purposes by the method prescribed by the Company, or announce them on this website.
Article 5 (Provision of Personal Information to Third Parties)
- The Company shall not provide personal information to a third party without obtaining the User's consent in advance, except in the following cases. However, this excludes cases permitted by the Act on the Protection of Personal Information and other laws and regulations.
- Where it is necessary for the protection of a person's life, body or property and it is difficult to obtain the consent of the person
- Where it is especially necessary for improving public health or promoting the sound development of children and it is difficult to obtain the consent of the person
- Where it is necessary to cooperate with a national government organization, a local public entity or a person entrusted by them in performing affairs prescribed by laws and regulations, and obtaining the consent of the person would likely impede the performance of those affairs
- Where the following matters have been notified or announced in advance and the Company has made a notification to the Personal Information Protection Commission
- That the purposes of use include provision to a third party
- The items of data to be provided to a third party
- The means or method of provision to a third party
- That provision of personal information to a third party will be stopped at the request of the person
- The method of accepting requests from the person
- Notwithstanding the provision of the preceding paragraph, in the following cases, the recipient of the information does not fall under the category of a third party.
- Where the Company entrusts all or part of the handling of personal information within the scope necessary to achieve the purposes of use
- Where personal information is provided in connection with succession of business due to a merger or other reason
- Where personal information is jointly used with specific persons, and the Company has notified the person in advance, or has placed in a state easily known to the person, that fact, the items of personal information to be jointly used, the scope of the joint users, the purposes of use of the joint users, and the name of the person responsible for the management of the personal information
Article 6 (Disclosure of Personal Information)
- When requested by the person to disclose personal information, the Company shall disclose it to the person without delay. However, if disclosure would fall under any of the following, the Company may decline to disclose all or part of it, and if it decides not to disclose, it shall notify the person to that effect without delay. A fee of 1,000 yen per request will be charged for the disclosure of personal information.
- Where there is a risk of harming the life, body, property or other rights and interests of the person or a third party
- Where there is a risk of significantly impeding the proper conduct of the Company's business
- Where it would otherwise violate laws and regulations
- Notwithstanding the provision of the preceding paragraph, in principle the Company will not disclose information other than personal information, such as history information and characteristic information.
Article 7 (Correction and Deletion of Personal Information)
- If the User's personal information held by the Company is incorrect, the User may request the Company to correct, add to or delete (hereinafter, "correction, etc.") the personal information, in accordance with the procedure prescribed by the Company.
- If the Company receives a request under the preceding paragraph and determines that it needs to comply, the Company shall carry out the correction, etc. of the personal information without delay.
- If the Company has carried out correction, etc. under the preceding paragraph, or has decided not to carry out correction, etc., it shall notify the User to that effect without delay.
Article 8 (Suspension of Use of Personal Information, etc.)
- If the Company is requested by the person to suspend the use of, or delete (hereinafter, "suspension of use, etc."), personal information on the ground that it is being handled beyond the scope of the purposes of use or that it was acquired by improper means, the Company shall conduct the necessary investigation without delay.
- If, based on the results of the investigation under the preceding paragraph, the Company determines that it needs to comply with the request, it shall carry out the suspension of use, etc. of the personal information without delay.
- If the Company has carried out suspension of use, etc. under the preceding paragraph, or has decided not to carry out suspension of use, etc., it shall notify the person to that effect without delay.
- Notwithstanding the preceding two paragraphs, where suspension of use, etc. would require a large expenditure or is otherwise difficult, and alternative measures necessary to protect the rights and interests of the User can be taken, those alternative measures shall be taken.
Article 9 (Changes to the Privacy Policy)
- Except as otherwise provided by laws and regulations and other matters provided for in this Policy, the content of this Policy may be changed without notifying Users.
- Unless the Company separately provides otherwise, the changed Privacy Policy shall take effect from the time it is posted on this website.
Article 10 (Contact for Inquiries)
For inquiries regarding this Policy, please use the Inquiries page of your account.
Supplementary Provisions: Entrusted Processing and Overseas Transfer
- Payment. Payments are processed by Stripe, Inc. and its affiliates (a payment service provider). The Company does not store card numbers.
- Translation. To provide chat support in multiple languages, the contents of chat messages and inquiry messages are sent to an AI-based translation service provider, entrusted by the Company, for translation. Such provider may be located outside Japan, including in the United States. The contents are used for translation and are handled by the Company within the scope of the purposes of use set out in this Policy.
- Deleting your account. You can delete your account yourself from your account page, provided you have no plan that is upcoming or in progress. When an account is deleted, your account details, your login records, your chat messages and your inquiry threads are deleted. Order records are kept without your email address and without any link to your account, as needed for accounting and legal purposes.
- Chat contents. Please be careful about including information you do not wish to share, such as passport numbers, in the chat. Chat messages and inquiry threads are stored by the Company in order to provide the Service. The Company communicates about inquiries on the website; for the User's privacy, emails sent by the Company only confirm receipt or notify the User that a reply is waiting on the website, and do not contain the reply itself.