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Koala Data Privacy & Security Policy

Our Commitment to Protect Your Privacy


Koala Hotel Programs Limited and its affiliates, which includes Koala Hotel Management Consultancy (Shanghai) Limited, (collectively referred to herein as “we”, “us”, “our” and “Koala”) are committed to protect your personal information you give us.  Please read the following Privacy Policy to understand how we collect, use, disclose, transfer, store and process your information.


Collection and Use of Personal Information


In order to help us to provide you with our services, we may request information from you anytime you are in contact with us that may be used to personally identify you.  We may share this personal information with our subsidiaries, associated companies and/or third party service providers, and use it consistent with this Privacy Policy. They may also combine it with other information to provide and improve our products and services.


You are not required to provide the personal information that we have requested, however, certain personal information and contact information are required for specific services, and if you fail to supply such personal information as requested, we may not be able to deliver your desired services.

What personal information we collect


  • When you visit our website, use our products or services, download a mobile application or a software update, apply for a membership, request for making a reservation, purchase a product, contact us or participate in an online survey, we may collect a variety of information, including your name, gender, date of birth, address, phone number and email address.


  • When you share your content with family members and friends using Koala products and services, send gift vouchers and products, or invite others to participate in Koala services, Koala may collect the information you provide about those people such as name, gender, address, email address, and phone number.  Koala will use such information to fulfill your requests, provide the relevant product or service, or for anti-fraud purposes.


How we use your personal information


  • We use personal information to help us create, develop, operate, deliver, and improve our products, services, content and advertising, and for loss prevention and anti-fraud purposes.


  • We may use your personal information to verify identity, assist with identification of users, and to determine appropriate services.


  • We may use your personal information from time to time, to send important notices, such as communications about purchases and changes to our terms, conditions, and policies.

  • We may also use personal information for internal purposes such as auditing, data analysis, and research to improve Koala’s products, services, and customer communications.


  • If you enter into a membership program or promotion, including a third party’s membership program administered or managed by Koala, we may use the information you provide to administer those programs.


  • Your personal information may be used to facilitate the payment for products and services provided by us or by our subsidiaries, associated companies, and/or business associates including verification of credit card details with third parties.


  • We may also disclose your personal information to a third party to comply with any law, legal requirements, or Court order.



Collection and Use of Non-Personal Information


We also collect data in a form that does not, on its own, permit direct association with any specific individual. We may collect, use, transfer, and disclose non-personal information for any purpose.


The following are some examples of non-personal information that we collect and how we may use it:


  • We may collect information such as occupation, language, zip code, area code, unique device identifier, referrer URL, location, and the time zone where a Koala product is used so that we can better understand customer behavior and improve our products, services, and advertising.


  • We may collect information regarding customer activities on our website, mobile applications, services, and from our other products and services. This information is aggregated and used to help us provide more useful information to our customers and to understand which parts of our website, products, and services are of most interest. Aggregated data is considered non‑personal information for the purposes of this Privacy Policy.


  • We may collect and store details of how you use our services, including search queries. This information may be used to improve the relevancy of results provided by our services. Except in limited instances to ensure quality of our services over the Internet, such information will not be associated with your IP address.



  • With your explicit consent, we may collect data about how you use your device and applications in order to help Koala to improve our apps and services.


If we do combine non-personal information with personal information the combined information will be treated as personal information for as long as it remains combined.




Our websites, online services, email messages, and mobile applications may use “cookies” and other technologies such as pixel tags and web beacons. These technologies help us better understand user behavior, tell us which parts of our websites people have visited, and facilitate and measure the effectiveness of advertisements and web searches. We treat information collected by cookies and other technologies as non‑personal information.


However, to the extent that Internet Protocol (IP) addresses or similar identifiers are considered personal information by local law, we also treat these identifiers as personal information. Similarly, to the extent that non-personal information is combined with personal information, we treat the combined information as personal information for the purposes of this Privacy Policy.


If you want to disable cookies, check with your provider to find out how to disable cookies. Please note that certain features of the Koala website will not be available once cookies are disabled.

Disclosure to Third Parties


At times we may make certain personal information available to strategic partners (within or outside China) that work with us to provide products and services, or that help us market to customers. Personal information will only be shared by Koala to provide or improve our products, services and advertising, or to respond to your requests or enquiries; it will not be shared with third parties for their marketing purposes, unless otherwise notified to you or agreed by you.  For the food a beverage membership programmes for hotels, we may share your personal data with the relevant hotel and its management company in accordance with that membership programme’s terms of use.



Protection of Personal Information


We have implemented appropriate physical, technical, and administrative measures to safeguard and secure your personal information we collect. 

We use Secure Sockets Layer (SSL) protocol for encryption over Internet, to protect in transmission the Personal information we collect online.  When you type in sensitive information such as credit card details, it will be automatically converted into codes before being securely dispatched over the Internet. iCloud data is stored in encrypted form including when we utilize third-party storage.


All electronic personal information that we maintain is securely stored and is protected through our use of appropriate access controls.  When disposing of personal information, paper documents containing personal information are securely destroyed, and electronica files storing personal information are permanently deleted.


To make sure your personal information is secure, we communicate our privacy and security guidelines to our employees and strictly enforce privacy safeguards within the company.



Linked websites


Our websites, online services and mobile applications may contain hyperlinks to other websites operated by third parties.  These linked websites are not under our control and therefore we are not responsible for the contents of any such linked websites and/or hyperlink contained therein.  These hyperlinks are provided as a convenience only, and the inclusion of any hyperlink does not imply any endorsement of the linked website by us.  Linking to any such website is at your own risk.  We encourage you to learn about the privacy practices of those third parties.



Privacy Questions


If you have any questions or concerns about Koala’s Privacy Policy or data processing or if you would like to make a complaint about a possible breach of local privacy laws, please contact us at


We may update our Privacy Policy from time to time, simply by posting the updated Privacy Policy on our website at

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