Privacy Policy

プライバシーポリシー

Last updated: [DATE — to be filled before launch]

株式会社ゼリオン (trade name: kikoemi) ("the Company", "we", "us") respects the privacy of users of the kikoemi service ("the Service"). This Privacy Policy explains how we collect, use, and protect personal information, in accordance with Japan's Act on the Protection of Personal Information (個人情報の保護に関する法律, APPI).

1. Personal information we collect

We collect the following personal information in the course of providing the Service:

• Identification information: name, messaging app display name and ID (Line ID, WeChat ID, WhatsApp number), email address, country of residence.
• Service request content: text messages, voice messages, and any information you provide describing your request (which may include third parties' names, phone numbers, addresses, medical information, or other sensitive information).
• Communication records: text message history with our operators; and — only when you explicitly request it — recordings or summaries of phone or video sessions.
• Payment information: payment transaction identifiers. We do not receive or store your credit card number; payment is processed by Stripe, Inc.
• Technical information: IP address, device type, browser type, access logs, cookie identifiers when you visit our website.

2. Purpose of use

We use personal information for the following purposes:

• To provide, operate, and deliver the Service you request.
• To communicate with you regarding quotes, payments, service progress, and follow-ups.
• To improve service quality, including internal training of our operators (using redacted / anonymized content where possible).
• To handle inquiries, complaints, and dispute resolution.
• To comply with legal and regulatory obligations.
• To prevent fraud, abuse, and illegal activity.
• To send operational notices about the Service. We do not send marketing emails without separate opt-in consent.

3. Legal basis for processing

We process personal information with your consent (given when you initiate contact with us and agree to our Terms of Service), and where necessary for the performance of the service you have requested.

4. Sharing with third parties

We do not sell personal information. We share personal information only with the following categories of third parties, and only to the minimum extent necessary:

• Stripe, Inc. — for payment processing. Stripe receives payment information directly and operates under its own privacy policy.
• Third parties you ask us to contact on your behalf — when you request us to call a restaurant, hospital, government office, etc., we disclose to that third party only the information necessary to complete your request.
• Japan-based hosting and infrastructure providers — data is stored on servers physically located in Japan.
• Legal and regulatory authorities — where required by Japanese law, court order, or valid government request.

5. Cross-border transfer

We do not transfer your personal information outside of Japan. All personal information is stored on infrastructure physically located in Japan.

6. Call recording

We do not record phone or video calls by default. We record calls only when you explicitly request a recording, typically for your own reference. When a call is recorded:

• We inform the other party at the start of the call that the call is being recorded.
• The recording is provided to you and retained by us for 30 days for quality assurance, then deleted unless you request a longer retention period.
• Recordings are stored on Japan-based infrastructure and are access-controlled.

7. Retention period

We retain personal information only as long as necessary to fulfill the purposes described in this Policy:

• Service request content and communication records: 2 years from the date of the last service.
• Payment and tax records: 7 years, in accordance with Japanese tax law.
• Call recordings: 30 days unless you request otherwise.
• Technical logs: 90 days.

After the retention period, data is deleted or anonymized.

8. Security measures

We implement reasonable organizational and technical measures to protect personal information, including:

• Encryption of personal information in transit (TLS) and at rest.
• Access controls limiting operator access to only the information required to fulfill a given request.
• Confidentiality agreements with all operators and staff.
• Regular security review of our infrastructure and vendors.
• Incident response procedures in the event of a data breach, including notification to affected users and the Personal Information Protection Commission (個人情報保護委員会) as required by law.

9. Your rights

You have the following rights regarding your personal information, as granted under APPI:

• Right of access: to request disclosure of the personal information we hold about you.
• Right of correction: to request correction of inaccurate information.
• Right of deletion: to request deletion of personal information, subject to our legal retention obligations.
• Right to withdraw consent: to withdraw consent for future processing at any time.
• Right to suspend use: to request that we stop using your personal information.

To exercise any of these rights, contact us at kei@zerion-jp.com. We will respond within 2 weeks. We may require identity verification before processing certain requests.

10. Cookies and tracking

Our website uses cookies and similar technologies for the following purposes:

• Essential cookies: required for site function, including language preference.
• Analytics cookies: to understand aggregate site usage. Analytics data is aggregated and does not identify individual users.
• Advertising cookies: to measure the effectiveness of our advertising.

You can disable non-essential cookies in your browser settings. Disabling essential cookies may prevent parts of the site from working correctly.

11. Minors

The Service is not directed at individuals under the age of 18. We do not knowingly collect personal information from minors without parental consent. If you believe we have collected information from a minor, please contact us and we will delete it.

12. Changes to this Policy

We may update this Privacy Policy from time to time. Material changes will be announced on our website at least 14 days before taking effect. Continued use of the Service after the effective date constitutes acceptance of the updated Policy.

13. Contact

Personal Information Protection Manager (個人情報保護管理者):

株式会社ゼリオン (trade name: kikoemi)
Blokhin Kei
Tomi-cho 2-18-20, Kita-ku, Okayama City, Okayama 700-0816, Japan
Email: kei@zerion-jp.com