Subzero Stays GK, trading as Subzero Hakuba (“Subzero Hakuba”, “we”, “us” or “our”), respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and disclose personal information when you visit our website, make an enquiry, request a quote, make a booking or use our accommodation, transport, rental or guest services.
1. Information We Collect
We may collect the following types of personal information:
- Your name, email address, telephone number, residential address and country of residence.
- Booking and travel information, including arrival and departure dates, accommodation preferences, transport requirements and flight details.
- Information about other guests included in your booking, including their names, ages and accommodation requirements.
- Identification information when required by Japanese law, including passport details for overseas guests.
- Payment and transaction information, including the payment amount, date, status and booking reference. Complete payment card details are securely collected and processed by Square and are not directly received or stored by us.
- Information contained in enquiries, feedback, reviews or other communications you send to us.
- Information relating to rental vehicles, including driver’s licence details and driving eligibility.
- Technical information such as your IP address, browser type, device information, pages visited and website usage data.
- Any other information you voluntarily provide to us.
If you provide personal information about another person, you confirm that you have their permission to provide it and that they understand how it may be handled under this Privacy Policy.
2. How We Collect Information
We may collect personal information:
- Directly from you through our website, enquiry forms, email, telephone, messaging services or in person.
- When you make a booking through our website or a third-party booking platform.
- From travel agents, booking partners, property owners or other businesses involved in arranging your stay.
- Through cookies and similar website technologies.
- When you interact with our social media pages or online advertising.
- When reasonably necessary to provide a service requested by you.
3. FormSubmit Enquiry Forms
Our website uses FormSubmit, a third-party form-processing service, to receive and deliver website enquiries to our email inbox.
When you submit an enquiry form, the information entered into the form—including your name, email address, telephone number, travel dates, booking preferences and message—is transmitted through FormSubmit and then forwarded to us by email.
FormSubmit processes this information for the purpose of delivering your enquiry. According to FormSubmit, form submissions may be retained for up to 30 days. FormSubmit may also collect limited technical information and use cookies or security features to operate its service and prevent spam.
FormSubmit may use Google reCAPTCHA or similar security technology to identify and prevent spam, bots and malicious submissions. These services may collect technical information about your browser, device and interaction with the website.
Information submitted through FormSubmit may be processed or stored outside Japan.
For more information, please review the FormSubmit Privacy Policy.
4. Payment Processing Through Square
We use Square and Square Pay, operated in Japan by Square K.K., to securely process payments for bookings and services.
When you make a payment, Square may collect and process information including your:
- Name and contact details.
- Payment card or other payment-method information.
- Billing information.
- Transaction amount, date and booking reference.
- Device, browser and security information.
Your complete payment card details are processed securely by Square and are not directly received or stored by Subzero Hakuba.
We may receive limited transaction information from Square, such as your name, payment amount, payment status and partial card details, to confirm and manage your booking, issue receipts, process refunds and maintain our financial records.
Square processes information under its own privacy practices and may process or store information outside Japan where permitted by applicable law.
For more information, please review Square’s Privacy Notice for Customers. If you choose to save your payment information using Square Pay, Square’s additional Square Pay Privacy Notice may also apply.
5. How We Use Your Information
We may use your personal information to:
- Respond to enquiries and prepare quotes.
- Process and manage accommodation, transfer, tour, ski package and rental vehicle bookings.
- Confirm reservations and communicate important information about your stay.
- Coordinate check-in, transportation, equipment hire and other guest services.
- Process payments, refunds, deposits and invoices.
- Verify guest identity and comply with accommodation, immigration, taxation and other legal requirements.
- Manage rental vehicle agreements, insurance matters and driver eligibility.
- Provide customer support and respond to complaints.
- Maintain the safety and security of our guests, staff, properties and vehicles.
- Improve our website, services and customer experience.
- Maintain business, accounting and taxation records.
- Prevent fraud, misuse and unlawful activity.
- Send promotional information where you have consented to receive it or where otherwise permitted by law.
- Comply with our legal obligations and protect our legal rights.
We will not use personal information for purposes unrelated to those described above without notifying you or obtaining consent where required.
6. Legal Grounds for Processing
Depending on the circumstances, we process personal information because:
- It is necessary to respond to your request or perform a booking or service agreement.
- You have provided your consent.
- Processing is necessary to comply with a legal obligation.
- Processing is necessary for our legitimate business interests, provided those interests do not unfairly override your privacy rights.
- Processing is necessary to protect the safety or vital interests of a guest or another person.
You may withdraw your consent at any time where processing is based on consent. Withdrawal will not affect processing already undertaken lawfully.
7. Sharing Your Information
We may share relevant personal information with trusted third parties when necessary to provide your requested services, including:
- Accommodation owners, property managers and cleaning or maintenance providers.
- Booking platforms and channel-management providers.
- FormSubmit for processing and delivering website enquiries.
- Square for processing payments, refunds and transactions.
- Banks, accountants and other financial service providers.
- Transport operators, rental vehicle providers, ski schools, equipment rental businesses and activity providers.
- Website hosting, email, communications, data-storage and technology providers.
- Insurance companies and professional advisers.
- Government agencies, police, courts or regulatory authorities when required by law.
- Emergency services where necessary to protect a person’s health or safety.
- A purchaser or successor if our business or assets are sold, transferred or reorganised.
We do not sell personal information.
We require service providers to use personal information only for the services they provide and to take appropriate measures to protect it.
8. International Data Transfers
Some booking platforms, payment processors, enquiry-form services, email providers, analytics services and other technology providers may store or process information outside Japan.
Where personal information is transferred internationally, we take reasonable steps to ensure that it is handled securely and in accordance with applicable privacy laws.
By using our services and providing your information, you acknowledge that international processing may occur where necessary to provide those services.
9. Cookies and Website Technologies
Our website may use cookies and similar technologies to:
- Enable essential website functions.
- Remember visitor preferences.
- Secure and protect enquiry forms.
- Understand how visitors use our website.
- Measure website performance and advertising effectiveness.
- Improve our services and marketing.
Some cookies may be placed by third-party services embedded in or connected to our website, including FormSubmit, Google reCAPTCHA, Square or other service providers.
You can restrict or disable cookies through your browser settings. Disabling certain cookies may affect how the website or its forms and payment functions operate.
10. Marketing Communications
We may send you news, offers or promotional information where you have agreed to receive it or where permitted by applicable law.
You may unsubscribe at any time by following the unsubscribe instructions in the communication or contacting us at admin@subzerohakuba.com.
Administrative messages relating to an existing enquiry, booking, payment or service are not marketing communications and may still be sent when necessary.
11. Information About Children
Our services may involve bookings for families and children. We only collect information about children when reasonably necessary to manage accommodation, travel, safety or guest services.
A parent, guardian or responsible adult should provide this information. Children should not submit personal information directly through our website without appropriate adult permission.
12. Data Security
We use reasonable administrative, technical and physical safeguards to protect personal information against loss, misuse, unauthorised access, disclosure, alteration and destruction.
However, no internet transmission or electronic storage system is completely secure, and we cannot guarantee absolute security.
If we become aware of a data breach, we will investigate it and notify affected individuals and the relevant authorities where required by law.
13. Data Retention
We retain personal information only for as long as reasonably necessary to:
- Complete and administer your booking or requested service.
- Maintain required business, accounting and taxation records.
- Resolve disputes or complaints.
- Enforce agreements.
- Meet legal and regulatory requirements.
FormSubmit may retain enquiry-form submissions for up to 30 days under its own retention practices. Square retains payment and transaction information according to its legal obligations and privacy policies.
When information held by us is no longer required, we will take reasonable steps to delete, destroy or anonymise it.
14. Your Rights
Subject to applicable law, you may request:
- Confirmation of whether we hold your personal information.
- Access to the personal information we hold about you.
- Correction of inaccurate or incomplete information.
- Deletion or cessation of use of your information in certain circumstances.
- Information about how your personal information has been used or disclosed.
- Withdrawal of consent where processing is based on consent.
We may need to verify your identity before processing a request. In some circumstances, the law may permit or require us to refuse or limit a request.
Requests relating specifically to information held independently by FormSubmit, Square or another third-party provider may also need to be directed to that provider.
15. Third-Party Websites
Our website may contain links to booking platforms, payment services, social media pages and other third-party websites.
Those services operate under their own terms and privacy policies. We are not responsible for the privacy practices, security or content of third-party websites, and we recommend reviewing their privacy policies before providing personal information.
16. Changes to This Policy
We may update this Privacy Policy to reflect changes to our services, technology, service providers or legal obligations.
The current version will be published on our website with its updated effective date. Material changes may also be communicated through our website or directly to affected customers where appropriate.
17. Contact Us
For questions, concerns or requests concerning your personal information, please contact:
Subzero Stays GK
Trading as Subzero Hakuba
2937-283 Hokujo
Hakuba, Kitaazumi District
Nagano 399-9301, Japan
Email: admin@subzerohakuba.com