Introduction & Commitment to Privacy

Tokyo Spark ("we," "our," or "us") is deeply committed to protecting your privacy and ensuring the security of your personal information. This comprehensive Privacy Policy explains in detail how we collect, use, disclose, and safeguard your information when you use our urban cleaning services, visit our website, or interact with our mobile applications and customer service systems.

We understand that trust is fundamental to our service relationship, and protecting your personal information is not just a legal obligation—it's a core value that guides every aspect of our data handling practices. This policy reflects our commitment to transparency and your right to understand exactly how your information is managed.

By using our services, visiting our website, or engaging with our customer service team, you consent to the data practices described in this policy. If you do not agree with any aspect of these practices, please discontinue use of our services and contact us to discuss your concerns.

Information We Collect

Personal Information You Provide

We collect personal information that you voluntarily provide to us through various interactions with our services. This information is essential for delivering our cleaning services and maintaining our service relationship with you.

Service Booking Information:

• Full name and preferred contact methods
• Phone number for service coordination and crew communication
• Email address for booking confirmations and service updates
• Service address and detailed location information
• Specific cleaning requirements and special instructions
• Preferred service times and scheduling preferences
• Access instructions and security information

Account and Profile Information:

• Account credentials and authentication information
• Service history and booking preferences
• Communication preferences and notification settings
• Feedback, reviews, and service ratings
• Customer service interaction records

Payment and Billing Information:

• Billing address and contact information
• Payment method details (processed securely through certified third-party providers)
• Transaction history and invoice records
• Promotional code usage and discount applications

Automatically Collected Information

When you interact with our services, we automatically collect certain technical and usage information to improve service delivery and ensure optimal performance.

Device and Technical Information:

• IP address and general geographic location
• Device type, operating system, and browser information
• Screen resolution and device capabilities
• Network connection type and service provider
• Unique device identifiers for service optimization

Usage and Interaction Data:

• Pages visited and time spent on our website
• Click patterns and navigation behavior
• Search queries and service browsing history
• Feature usage and interaction patterns
• Error logs and performance metrics

Location Information:

• Precise location data when you enable location services for crew tracking
• General area information for service availability determination
• Route optimization data for efficient crew dispatch
• Service completion location verification

Information from Third Parties

We may receive information about you from trusted third-party sources to enhance our service delivery and ensure security.

• Identity verification services for account security
• Payment processors for transaction verification
• Background check services for crew verification
• Analytics providers for service improvement insights
• Customer service platforms for support optimization

How We Use Your Information

We use the information we collect for specific, legitimate business purposes that directly support our service delivery and enhance your experience with Tokyo Spark.

Core Service Delivery

• Service Provision: Scheduling, dispatching, and coordinating cleaning services according to your specifications
• Crew Coordination: Providing crews with necessary information to access and clean your space effectively
• Real-time Tracking: Enabling live crew tracking and providing accurate ETAs
• Quality Assurance: Monitoring service delivery and ensuring consistent quality standards
• Service Customization: Tailoring services to your specific preferences and requirements

Communication and Customer Support

• Service Communications: Sending booking confirmations, crew arrival notifications, and service completion updates
• Customer Support: Responding to inquiries, resolving issues, and providing assistance
• Service Updates: Informing you about service changes, new offerings, or important announcements
• Feedback Collection: Gathering your input to improve our services and address concerns

Payment Processing and Financial Management

• Transaction Processing: Securely processing payments and managing billing
• Fraud Prevention: Detecting and preventing fraudulent transactions and unauthorized access
• Financial Reporting: Maintaining accurate financial records for business operations
• Refund Processing: Handling refunds and billing adjustments when necessary

Service Improvement and Analytics

• Performance Analysis: Analyzing usage patterns to optimize service delivery
• Quality Enhancement: Identifying areas for improvement in our cleaning processes
• Technology Development: Enhancing our platforms and developing new features
• Market Research: Understanding customer needs and market trends

Legal Compliance and Security

• Regulatory Compliance: Meeting legal obligations and industry standards
• Security Monitoring: Protecting against unauthorized access and security threats
• Legal Proceedings: Responding to legal requests and protecting our rights
• Risk Management: Identifying and mitigating potential risks to our operations

Information Sharing and Disclosure

We do not sell, trade, or otherwise transfer your personal information to third parties for their marketing purposes. We only share your information in specific circumstances that directly support our service delivery or are required by law.

Essential Service Providers

We share information with carefully selected third-party service providers who assist us in delivering our services. These providers are contractually bound to protect your information and use it only for specified purposes.

• Payment Processing: Secure payment processors for transaction handling and fraud prevention
• Background Verification: Professional screening services for crew member verification
• Communication Services: SMS, email, and notification services for service coordination
• Technology Infrastructure: Cloud hosting, data storage, and security services
• Analytics and Optimization: Performance monitoring and service improvement tools
• Customer Support: Help desk and customer service platform providers

Legal and Regulatory Requirements

We may disclose your information when required by law or when we believe disclosure is necessary to:

• Comply with legal obligations, court orders, or government requests
• Protect our rights, property, or safety, or that of our customers or crew members
• Investigate potential violations of our terms of service
• Respond to claims of illegal activity or rights infringement
• Cooperate with law enforcement investigations

Business Transfers and Corporate Changes

In the event of a merger, acquisition, sale of assets, or other business transfer, your information may be transferred as part of the business transaction. We will provide notice of any such transfer and any changes to this privacy policy.

Consent-Based Sharing

We may share your information with your explicit consent for specific purposes, such as:

• Participating in customer testimonials or case studies
• Connecting you with partner services you've requested
• Sharing feedback with relevant service improvement teams

Data Security and Protection

We implement comprehensive technical, administrative, and physical security measures to protect your personal information against unauthorized access, alteration, disclosure, or destruction. Our security approach is multi-layered and continuously updated to address emerging threats.

Technical Security Measures

• Encryption: All sensitive data is encrypted both in transit and at rest using industry-standard encryption protocols
• Secure Communications: All data transmission uses secure HTTPS connections with TLS encryption
• Access Controls: Multi-factor authentication and role-based access controls limit data access to authorized personnel only
• Network Security: Firewalls, intrusion detection systems, and network monitoring protect against unauthorized access
• Data Backup: Regular, encrypted backups ensure data availability and recovery capabilities

Administrative Security Measures

• Employee Training: Regular security awareness training for all staff members
• Access Management: Strict policies governing who can access personal information and under what circumstances
• Incident Response: Comprehensive procedures for detecting, responding to, and recovering from security incidents
• Vendor Management: Rigorous security requirements for all third-party service providers
• Regular Audits: Periodic security assessments and compliance audits

Physical Security Measures

• Secure Facilities: Physical access controls and monitoring at all data storage locations
• Equipment Security: Secure disposal of hardware and storage devices
• Environmental Controls: Protection against environmental threats to data integrity

Security Limitations: While we implement robust security measures, no method of transmission over the internet or electronic storage is 100% secure. We continuously work to improve our security practices, but we cannot guarantee absolute security. We encourage you to take steps to protect your own information, such as using strong passwords and keeping your account information confidential.

Data Retention and Deletion

We retain your personal information only for as long as necessary to fulfill the purposes outlined in this Privacy Policy, comply with legal obligations, resolve disputes, and enforce our agreements. Our retention periods are based on the type of information and the purpose for which it was collected.

Account and Profile Information

• Active Accounts: Retained while your account remains active and for a reasonable period thereafter
• Inactive Accounts: Automatically deleted after 3 years of inactivity, with prior notification
• Profile Preferences: Retained to maintain service customization until account deletion

Service and Transaction Records

• Service History: Retained for up to 5 years for quality assurance and legal compliance
• Payment Records: Retained according to financial regulations and tax requirements (typically 7 years)
• Communication Records: Retained for up to 3 years for customer service and dispute resolution
• Feedback and Reviews: Retained indefinitely unless you request deletion

Technical and Usage Data

• Website Analytics: Aggregated and anonymized after 2 years
• Location Data: Deleted immediately after service completion unless required for dispute resolution
• Device Information: Retained for up to 1 year for security and optimization purposes
• Error Logs: Retained for up to 6 months for technical support and improvement

Legal and Compliance Records

• Legal Documentation: Retained as required by applicable laws and regulations
• Compliance Records: Retained according to industry standards and regulatory requirements
• Dispute Records: Retained until resolution and any applicable appeal periods expire

Your Privacy Rights and Choices

You have significant rights regarding your personal information. We are committed to honoring these rights and providing you with meaningful control over your data.

Access and Information Rights

• Right to Access: Request a copy of all personal information we hold about you
• Right to Information: Understand how your information is being used and who it's shared with
• Data Portability: Receive your data in a structured, machine-readable format
• Processing Details: Learn about the legal basis for processing your information

Correction and Update Rights

• Right to Correction: Request correction of inaccurate or incomplete information
• Profile Updates: Modify your account information and preferences at any time
• Service Preferences: Update your communication and service preferences

Deletion and Restriction Rights

• Right to Deletion: Request deletion of your personal information (subject to legal requirements)
• Right to Restriction: Limit how we process your information in certain circumstances
• Account Closure: Close your account and request deletion of associated data

Communication and Marketing Rights

• Opt-out Rights: Unsubscribe from marketing communications at any time
• Communication Preferences: Choose how and when we contact you
• Notification Settings: Control which service notifications you receive

Exercising Your Rights

To exercise any of these rights, please contact us using the information provided below. We will respond to your request within 30 days and may require identity verification to protect your information. Some rights may be limited by legal obligations or legitimate business interests, which we will explain if applicable.

International Data Transfers

As a service operating in Japan, we primarily store and process your information within Japan. However, some of our service providers may process information in other countries. When we transfer information internationally, we ensure appropriate safeguards are in place.

Transfer Safeguards

• Adequacy Decisions: Transfers to countries with adequate data protection laws
• Standard Contractual Clauses: Legal agreements ensuring data protection standards
• Certification Programs: Providers certified under recognized privacy frameworks
• Binding Corporate Rules: Internal policies ensuring consistent data protection

Children's Privacy Protection

Our services are not intended for individuals under the age of 18, and we do not knowingly collect personal information from children. If we become aware that we have collected information from a child under 18, we will take immediate steps to delete that information.

If you are a parent or guardian and believe your child has provided us with personal information, please contact us immediately so we can address the situation appropriately.

Contact Information

If you have any questions about this Privacy Policy, want to exercise your privacy rights, or have concerns about our data practices, please contact us through any of the following methods:

We are committed to addressing your privacy concerns promptly and thoroughly. We will acknowledge receipt of your inquiry within 2 business days and provide a complete response within 30 days of receipt.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other operational factors. We are committed to providing you with clear notice of any material changes.

Notification Methods

We will notify you of any material changes through:

• Website Notice: Posting the updated policy prominently on our website
• Email Notification: Sending notice to your registered email address
• Service Notification: Providing notice through our service interface
• Direct Communication: Contacting you directly for significant changes

Effective Date and Acceptance

Any changes to this Privacy Policy will become effective on the date specified in the updated policy. Your continued use of our services after the effective date constitutes acceptance of the updated Privacy Policy. If you do not agree with any changes, you may discontinue use of our services and contact us to discuss your options.