Privacy Policy
Last updated: December 8, 2025
LostSOS Concierge (Representative: Natsuki Nedachi) ("we", "us", "our") sets forth this Privacy Policy (the "Policy") regarding information (including personal data) collected in connection with our lost-item rescue concierge service (the "Service").
If there is any inconsistency between the Japanese and English versions, the Japanese version shall prevail.
1. Business Information / Contact
- •Operator: LostSOS Concierge
- •Representative: Natsuki Nedachi
- •Address: N&E BLD. 6F, 1-12-4 Ginza, Chuo-ku, Tokyo 104-0061, Japan
- •Phone: 090-6819-9163
- •Email: aonekoapp01@gmail.com
- •Support hours: 10:00–18:00 JST (Weekdays only; excluding Japanese national holidays)
2. Scope
- •This Policy applies to information we collect and use in connection with the Service, including via our website/forms, email, WhatsApp, LINE, WeChat, Kakao, and phone calls (including AI/automation).
3. Information We Collect
We collect information necessary to provide the Service.
(1) Information you provide
- •Contact information (name, email, phone number, language, etc.)
- •Lost-item details (date/time/place, transportation/facility names, descriptions, photos, identifiers such as IMEI/serial numbers)
- •Identity/authority verification materials as needed (e.g., ID images, selfie, proof of purchase, power of attorney with signature)
- •Shipping/customs information (recipient name, address, phone, declared value/item description, etc.)
- •Inquiry content, chat/email/call content and service logs (Calls may be recorded for quality, evidence, and fraud prevention.)
(2) Information received from third parties (as necessary for your case)
- •Information from railways, hotels, police, facilities, carriers, etc. (e.g., item characteristics, storage location, release conditions, tracking number)
(3) Automatically collected information (when using our website)
- •Access logs (IP address, device/browser information, referrer, etc.)
- •Cookies/identifiers and usage data (We may use Google Analytics (GA4), Google Ads conversion tracking, and PostHog. See Section 8.)
4. Purposes of Use
We use collected information to:
- •Provide the Service (intake, case management, contacting organizations, arranging recovery/storage/shipping, sharing tracking updates)
- •Verify identity/authority, prevent fraud, and maintain security
- •Process payments, billing, refunds, and related communications
- •Provide support and improve quality (including call recordings)
- •Improve the Service, analyze usage, and measure advertising effectiveness
- •Comply with laws and handle disputes (including chargebacks)
5. Use of AI / Machine Translation / Automation
- •We may use AI/machine translation and other automation tools on full text for operational purposes (e.g., multilingual support, summarization, routing).
- •We do not use your personal data to train our own AI models.
- •When using external AI/translation services, we limit use to what is necessary and seek appropriate safeguards and contractual protections.
6. Sharing / Outsourcing
We do not provide personal data to third parties except where:
- •you have consented,
- •required by law,
- •necessary to protect life, body, or property, etc.
We may outsource processing to service providers as necessary (e.g., payment processing, cloud/hosting, communications, translation/AI, recovery partners, shipping/customs-related services, analytics tools). We supervise vendors to ensure handling within our purposes.
7. Cross-border Transfers
- •Due to international shipping and use of certain service providers (carriers, cloud/AI services, etc.), we may transfer personal data to recipients located outside Japan.
- •We will comply with applicable Japanese law (APPI), including obtaining consent where required and providing information such as destination country, relevant regulatory information, and safeguards implemented by the recipient, as required.
9. Retention
We retain information only as long as necessary and delete or anonymize it when no longer needed. Typical retention periods:
- •Case logs (communications and billing-related records): 2 years after case completion
- •ID/POA/selfie (verification documents): 90 days after completion
- •Call recordings: 90 days from recording
- •Access logs/analytics: as needed under tool settings and operational requirements (periodically reviewed)
We may retain information longer where necessary for legal compliance or dispute resolution.
10. Security Measures
- •We implement reasonable security measures to protect personal data (e.g., least-privilege access controls, two-factor authentication, device/data protection, vendor management, logging).
11. Your Requests (Disclosure/Correction/Deletion, etc.)
- •You may request disclosure, correction, suspension of use, deletion, or cessation of third-party provision of retained personal data.
- •Please contact us at the email/phone in Section 1. We may request additional information to verify your identity. Requests are generally free of charge.
12. Data Breach Response
- •If a data breach occurs, we will take actions required by law, including reporting to authorities and notifying affected individuals where necessary.
13. Changes to this Policy
- •We may update this Policy due to changes in laws or the Service. We will post updates on our website and display the latest revision date. For material changes, we will provide notice via appropriate means.