1. About this policy
This policy describes how VietVisaGo handles personal information provided through vietvisago.com and in connection with visa assistance, airport services and customer support. Contact details for privacy enquiries are provided below.
2. Information we collect
The information required depends on your request. It may include:
- Your name, date of birth, passport nationality, passport details and contact details.
- Passport bio-page images, portrait photographs, eVisa registration codes, application email addresses, receipts, visa documents and application status.
- Flight dates, departure and arrival times, airports, itineraries and information needed to arrange airport assistance.
- Booking references, selected services, payment references, transaction status and communications with our team.
- Technical records used to operate the website, including session information and server access or error logs.
You may provide information directly through our forms, uploads, email, telephone, SMS or WhatsApp. We may also receive service updates from the people or organisations assisting with your booking.
3. How we use information
We use relevant information to assess available options, create and manage bookings, prepare or review visa requests, coordinate assistance, communicate service updates, process payments and refunds, and respond to enquiries. We also use necessary records for accounting, security, fraud prevention and resolving complaints or disputes.
If you choose not to provide information required for a particular service, we may be unable to assess or complete that service. A flight-ticket upload is optional in the current new-eVisa application form; other services may require an itinerary.
4. Documents and other travellers
Provide accurate information and only the documents needed for your request. If you book for someone else, make sure you have authority to provide their information and share this policy with them. A parent, guardian or authorised representative should handle requests involving a child.
Use the upload channel or document-sharing method agreed with our team. Avoid sending unrelated identity records or payment-card details through a general enquiry.
6. Email, SMS and WhatsApp
We use the contact details you provide for booking confirmations, requests for documents, service updates and support. Email, SMS and WhatsApp providers process messages under their own terms and privacy policies. Following an external link or sending a WhatsApp message also involves the relevant platform.
Tell us if your contact details change or if you need to use a different communication channel.
7. Cookies and website technology
The website uses session cookies and similar necessary technology to keep forms and administrative functions working. You can manage cookies in your browser; blocking them may affect those functions.
Third-party content, such as a map opened on the Contact page, may receive technical information when loaded. Its provider’s privacy policy applies to that processing. This policy does not treat submission of a booking as consent to unrelated advertising.
8. Published stories and images
We publish selected case stories and service images through our public case library. Supporting images must be marked for public use and pass the privacy review used by our publishing process. A case may include the customer name, service package and service date.
Contact us with the case link if you have a concern about a published name, image or story, or want to request correction or removal. We will review the request and the relevant publication permissions.
9. Security and retention
We use access controls and operational measures to protect booking records and documents. No online transmission or storage method is completely secure.
We keep information for the service and related support, accounting, security or dispute-handling needs, and applicable record-keeping obligations. Retention depends on the record and its purpose. Contact us to request deletion or ask about a particular record; some records may need to be retained.
10. Access, correction and complaints
You can request access to your personal information, ask us to correct it, or raise a privacy complaint using the contact details below. Include your booking reference if available. We may verify your identity before releasing or changing traveller records; please do not send a full passport copy unless requested.
We will review your request and explain the response, including any reason we cannot fulfil it. If a privacy concern remains unresolved, you may contact the Office of the Australian Information Commissioner where applicable.
11. Policy updates
We may update this policy when our services or information-handling practices change. The date shown on this page identifies the latest version.
12. Contact us
For privacy enquiries, access or correction requests and privacy complaints, email info@vietvisago.com or use our Contact page. Include your VVG booking reference if available.
