This policy explains what personal information Brother Tours collects when you visit our website, plan a trip with us or travel with us - and how we use and protect it.
Contents
| Section | Topic | Section | Topic |
|---|---|---|---|
| 01 | Who we are | 08 | How long we keep it |
| 02 | Scope | 09 | Your rights |
| 03 | Information we collect | 10 | Marketing |
| 04 | How we use your information | 11 | Children |
| 05 | Who we share it with | 12 | Links to other websites |
| 06 | Cookies | 13 | Changes to this policy |
| 07 | How we protect your information | 14 | Contact us |
01. Who We Are
Brother Tours designs private and small-group journeys across Laos and Southeast Asia. The data controller is Brother Tours Sole Co., Ltd. (Enterprise Registration No. 0199), Vientiane, Lao PDR, part of Brother Group. You can reach us at enquiry@brothertours.com.
02. Scope
This policy covers our website and every page on brothertours.com, trip enquiries through Build My Trip and Request Availability, bookings, payments, travel documents, on-trip services, email, WhatsApp, phone, and social media contact with our team, as well as marketing emails if you choose to receive them.
It does not cover third-party websites we link to, such as hotels, airlines or review platforms. Those sites have their own policies.
We handle personal data in line with the Lao Law on Electronic Data Protection (No. 25/NA, 2017). Where you are in the European Union, United Kingdom or another region with its own data protection law, we also respect the rights that law gives you.
03. Information We Collect
We collect only what we need to plan, book and run your journey safely.
| Category | Examples | When We Collect It |
|---|---|---|
| Contact details | Name, email, phone or WhatsApp number, country of residence | Enquiry, booking, newsletter sign-up |
| Trip preferences | Travel dates, group size, interests, budget range, pace, room preferences | Build My Trip, Request Availability, conversations with your host |
| Travel documents | Passport name, number, nationality, date of birth, expiry date, visa details | After booking, where hotels, airlines, border or park authorities require it |
| Health and dietary needs | Allergies, dietary requirements, mobility needs, relevant medical conditions | Only if you choose to tell us, so we can plan safely |
| Emergency contact | Name and phone number of a person to contact | Before departure |
| Payment information | Amount paid, payment method type, transaction reference | Deposits and balance payments |
| Communications | Emails, WhatsApp messages, call notes, feedback | Whenever you contact us |
| Website and device data | IP address, browser, device type, pages viewed, referring site, approximate location | Automatically, through cookies and server logs |
| Photos and reviews | Photos taken on tour, testimonials | Only with your permission |
Important Notes: Card details: We do not see or store your full card number. Card payments are handled by Stripe, a certified payment processor.
Health information: Health and dietary details are used only to keep you safe and comfortable on your trip. We share them only with the guide, driver, hotel or restaurant that needs to know.
Other travellers: If you book for a group or family, please make sure the people you include are happy for you to share their details with us.
04. How We Use Your Information
We use your information for the purposes below, and for no unrelated purpose without telling you first.
| Purpose | What It Involves | Legal Basis (GDPR / UK GDPR) |
|---|---|---|
| Answer your enquiry | Reply to Build My Trip and Request Availability, prepare itineraries and quotes | Steps before a contract, at your request |
| Book and run your journey | Reserve hotels, transport, guides, permits and activities; issue vouchers and invoices | Performance of a contract |
| Keep you safe | Share dietary, health and emergency details with the people delivering your trip | Contract; vital interests in an emergency; your explicit consent for health data |
| Take payment | Process deposits, balances and refunds | Performance of a contract |
| Stay in touch during travel | Updates, changes and on-trip support by email, WhatsApp or phone | Performance of a contract |
| Meet legal duties | Tourism, tax and accounting records; guest registration where Lao law requires it | Legal obligation |
| Improve our website and service | Measure site performance, fix problems, understand which pages help travellers | Legitimate interests; consent for non-essential cookies |
| Send news and offers | Occasional emails about new journeys and departures | Your consent - unsubscribe any time |
| Handle feedback and disputes | Respond to reviews, complaints and claims | Legitimate interests; legal obligation |
We do not sell your personal information. We do not use it for automated decisions that have legal or similarly significant effects on you.
05. Who We Share It With
We share personal information only with those who need it to deliver your trip or run our business. This includes travel suppliers like hotels, guides, drivers, boat operators, airlines, rail and bus operators, restaurants and activity providers in Laos and other countries on your itinerary. We also share data with authorities such as immigration, police guest registration, national parks or protected areas, where the law or a permit requires it.
We share data with Brother Group companies like TourFlows (our booking and operations system) and LaoVisaGateway if you ask us to help with a visa, with each handling your data under the same standards.
Service providers who process data for us include website hosting and security providers, Stripe for card payment processing, Banque pour le Commerce Extérieur Lao (BCEL) for bank transfers, email delivery providers, Google for website measurement and advertising with your consent, and WhatsApp/Meta for messaging.
We may also share information with professional advisers like lawyers, accountants, or insurers, as well as courts or regulators when required. In the event of a business change such as a merger or transfer, your data may move to the new owner under this policy.
International Transfers: Travel is international, so your data crosses borders. Some providers store data outside Laos, including in the United States and the European Union. Where we transfer data from the EU or UK, we rely on safeguards such as the European Commission’s Standard Contractual Clauses offered by those providers. Suppliers in Cambodia, Thailand and Vietnam receive only the details needed for your bookings there.
06. Cookies
We use a small number of cookies. Non-essential cookies are set only after you accept them in our cookie banner, and you can change your choice at any time.
| Type | Purpose | Can You Turn It Off? |
|---|---|---|
| Essential | Security, load balancing, remembering your cookie choice, form submission | No - the site needs them to work |
| Analytics | Understanding how visitors use the site so we can improve it | Yes |
| Advertising | Measuring our ads and showing relevant ads on other sites | Yes |
You can also block or delete cookies in your browser settings. Blocking essential cookies may stop parts of the site, such as enquiry forms, from working.
07. How We Protect Your Information
All pages are served over encrypted HTTPS connections. Card payments are processed by Stripe; we never store full card numbers. Booking and operations data is stored in access-controlled systems where team members and suppliers see only the information their role needs. Passport copies are shared only with suppliers or authorities that require them, and deleted when no longer needed.
No system is completely secure. If we learn of a breach that puts your information at risk, we will tell you promptly and explain what we are doing about it.
08. How Long We Keep It
| Information Type | Retention Period |
|---|---|
| Enquiries that did not become a booking | 24 months from last contact |
| Booking, invoice and payment records | As long as Lao tax and accounting law requires |
| Passport and visa details | Deleted within 6 months after your trip ends |
| Health and dietary details | Deleted within 6 months after your trip ends |
| Marketing list | Until you unsubscribe |
| Website analytics | Up to 14 months |
We may keep information longer where needed for an open complaint, legal claim or insurance case.
09. Your Rights
You can ask us to access the personal information we hold about you, correct anything inaccurate or incomplete, delete your information where we no longer need it or have no legal duty to keep it, restrict or object to certain uses including marketing and legitimate-interest processing, withdraw consent at any time without affecting what we did before, or receive a copy of the data you gave us in a common format.
To make a request, email enquiry@brothertours.com with the subject "Privacy request". We may ask you to confirm your identity, and we will reply within 30 days.
If you are in the EU or UK and are unhappy with our reply, you may complain to your local data protection authority. In Laos, data protection is overseen by the Ministry of Technology and Communications.
10. Marketing
We send marketing emails only if you opt in. Every email includes an unsubscribe link, or you can write to enquiry@brothertours.com. We never sell or rent our mailing list.
11. Children
Our website is not aimed at children under 16, and we do not knowingly collect their data online. When children travel with us, we collect their details from a parent or guardian, only as needed for bookings and safety.
12. Links to Other Websites
Our site links to Google, TripAdvisor, social media and supplier websites. We are not responsible for their privacy practices. Please read their policies before sharing information with them.
13. Changes to This Policy
We may update this policy when our services, systems or the law change. The "Last updated" date at the top shows the latest version. If a change significantly affects how we use your data, we will tell you by email or a notice on the website.
14. Contact Us
Questions about this policy or your data:
Brother Tours Sole Co., Ltd.
Vientiane, Lao PDR
Email: enquiry@brothertours.com
Phone / WhatsApp: +856 20 55989894
Website: www.brothertours.com