WhaleLO Privacy Policy

Version 1.1 — last updated 29 August 2026

This Privacy Policy explains how WhaleLO ("WhaleLO", "we", "us", "our") collects, uses, and protects personal data when you use the WhaleLO website at whalelo.net, our related applications, and our services (collectively, the "Platform"). It should be read together with the WhaleLO Platform Terms of Use and the WhaleLO Customer Terms & Conditions. Capitalised terms not defined here have the meaning given in those documents.

1. Who we are

1.1 WhaleLO operates a technology marketplace that connects travellers ("Customers") with independent luggage storage providers ("Stations"). WhaleLO acts solely as an intermediary technology platform and does not itself provide luggage storage services.

1.2 The Platform is operated by the WhaleLO group: WhaleLO LLC (WhaleLO Limited Liability Company), 30 N Gould St Ste R, Sheridan, WY 82801, United States; and Hoang Vu Quan Company Limited (trading as WhaleLO Vietnam), enterprise code 0108256310, Số 37, Ngõ 35 Phố An Dương, Phường Hồng Hà, Hà Nội, Vietnam. WhaleLO LLC is responsible for your data; Hoang Vu Quan Company Limited becomes responsible for data relating to Bookings processed in Vietnam from the date published on the Platform. Both apply the standards set out in this Policy.

1.3 For any privacy question or request, contact us through whalelo.net/support.

2. Data we collect

2.1 Information you provide when booking. Your email address, name, phone number, and booking details (drop-off and pick-up date and time, number of items, and the selected Station). Under our Terms, a Customer account may be created automatically using the email address used for a booking so that you can track your bookings.

2.2 Payment information. Payments are processed through our payment providers. We receive confirmation of payment and limited transaction details; full card details are handled by the payment provider, not stored by WhaleLO.

2.3 Verification data. A booking verification code or PIN used to confirm drop-off, and records relating to a booking.

2.4 Support and claims data. Information you provide when you contact support or make a WhaleLO Protection claim, including proof of ownership or value where relevant.

2.5 Technical and usage data. Device, browser, and usage information collected through analytics tools, and approximate location (country) used to determine which regional notices apply. See our Cookie Policy for detail and for how consent is handled.

The analytics tools we currently use are Google Analytics and Microsoft Clarity. Microsoft Clarity records how visitors interact with our pages — for example clicks, scrolling and mouse movement — so that we can see where the booking process is difficult to use. We do not use it to identify individual visitors, and we do not sell this data. You can find how each tool is used, and how to opt out, in our Cookie Policy.

2.6 Station premises. Storage areas at Stations may be monitored by staff and covered by CCTV in accordance with WhaleLO operational standards; such footage is controlled by the relevant Station.

3. How we use your data

We use personal data to: (a) create and manage your account and process and confirm your bookings; (b) facilitate the storage service with the selected Station, acting as the Station's commercial agent for bookings and payments; (c) process payments; (d) provide customer support and administer WhaleLO Protection claims; (e) prevent and investigate fraudulent, abusive, or suspicious bookings; (f) operate, secure, and improve the Platform; and (g) comply with legal obligations.

4. When we share data

4.1 With the selected Station, to the extent necessary to fulfil your booking (for example your name, booking reference, and pick-up details).

4.2 With payment providers to process payments, and with other service providers who help us operate the Platform (such as hosting and analytics providers), under appropriate confidentiality obligations.

4.3 Where required by law, or to protect the rights, safety, and property of Customers, Stations, or WhaleLO.

4.4 We do not sell your personal data.

5. Cookies and analytics

We use cookies and similar technologies, including Google Analytics and Microsoft Clarity. For visitors in the EU, UK, and EEA, analytics are disabled by default and run only after you accept via our cookie banner. Full detail is in our Cookie Policy.

6. International transfers

WhaleLO operates in the United States and Vietnam, and uses service providers that may process data in other countries. Where personal data is transferred internationally, we take steps to ensure an appropriate level of protection consistent with applicable law.

7. How long we keep data

We keep personal data for as long as needed to provide the Platform, maintain booking and account records, resolve disputes and claims, and meet legal obligations. Where luggage remains uncollected, related records may be kept in line with the disposal timeframe set out in the Customer Terms & Conditions.

8. Your rights

8.1 Depending on your location, you may have rights to access, correct, delete, or restrict the use of your personal data, to object to certain processing, and to data portability. Visitors in the EU, UK, and EEA have these rights under the GDPR and UK GDPR.

8.2 To exercise any right, contact us through whalelo.net/support. You may also withdraw cookie consent at any time as described in the Cookie Policy.

9. Security

We use reasonable technical and organisational measures to protect personal data against unauthorised access, loss, or misuse. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

10. Children

The Platform is intended for users who are at least 18 years old, or the age of legal majority in their jurisdiction. We do not knowingly collect data from children.

11. Changes to this Policy

We may update this Policy from time to time. The "last updated" date shows when it was last revised. Material changes will be reflected on this page.

12. Contact

For any question about this Policy or your personal data, contact WhaleLO through whalelo.net/support.