1. Who handles your information

The CollarPass team operates this independent planning service from China and is responsible for the personal information we process to run it. Contact support@collarpass.com about privacy or data requests.

This policy explains how CollarPass handles personal information when you visit our website, use an account or buy a planning product. It does not cover the separate practices of government websites, airlines or other sites you visit through our links.

2. Information we collect

  • Account information: email address, display name, account identifiers, verification status and sign-in information. When you use Google or GitHub sign-in, we receive the profile information authorized for that sign-in. We do not receive your Google or GitHub password.
  • Trip information: origin, destination, departure date, selected airline, entry port, transit choices, traveler count, pet types and preparation details you enter, and step-completion records needed to produce your plan.
  • Order information: product, price, currency, transaction reference, payment status and refund-related records. Waffo handles payment details under its own policy and checkout terms. We do not receive or store your full card number or card security code.
  • Communications: support emails, coverage requests and saved notification preferences. CollarPass does not currently send account or travel-planning emails.
  • Historical questions and answers: route Q&A is no longer offered. Any previously stored conversations remain subject to the retention and account-deletion practices below; no new route questions are sent to an AI provider.
  • Technical information: information such as IP address, device/browser information, request logs and security events needed to operate and protect the service.
  • Optional analytics information: where enabled with your consent, Google Analytics and Microsoft Clarity collect usage and interaction data described below and in the Cookie policy.

3. Passport numbers and PDF filling

Passport numbers entered in the dedicated PDF-filling interface are processed in your browser. They are not sent to our server or stored by us. Files you save to your own device remain under your control.

This browser-only handling does not apply to details you voluntarily include in a support email. Keep sensitive identifiers out of those channels. General trip and account information still needs to be processed to provide your pack.

4. Why we use information

We use information to create and secure accounts, confirm payments, provide paid access, calculate plans, save preparation progress, display relevant rule updates, respond to support and coverage requests, and prevent misuse. Route Q&A and outbound email delivery are not currently offered.

Where data-protection law requires a legal basis, we rely as applicable on performing our contract with you, consent for optional analytics and subscriptions, legitimate interests in maintaining a secure and reliable service, and legal obligations such as required transaction records. You can withdraw optional consent without affecting earlier lawful processing.

5. Providers and sharing

We use the following providers to operate CollarPass:

  • Cloudflare: website hosting, the database that stores account and planning records, and routing for our support mailbox.
  • Google and GitHub: account sign-in. They provide the profile information you authorize when signing in. Our support mailbox also receives email through Google.
  • Waffo: checkout, payment processing, transaction records and payment-provider receipts. Card details are entered on Waffo's checkout, not stored by CollarPass.
  • Google Analytics and Microsoft Clarity: optional visit and interaction analytics after consent, as described below.
  • Sentry: sanitized technical error reports, such as error type, stack, application release and runtime context. Our integration removes user identity, request bodies, authentication headers and cookies from these reports. Sentry performance tracing and session replay are not enabled.

We share information needed for each provider's task. Route Q&A is no longer offered and no new route-question content is sent to an AI provider.

We may disclose information where required by law or reasonably needed to protect the service and users from fraud or misuse. We do not sell personal information. We do not publish private packs or conversations as testimonials or examples without permission.

Providers process information under their own applicable terms and privacy policies. Their processing locations and retention practices may differ from ours.

6. Email choices

CollarPass outbound email delivery is not currently enabled. Email/password sign-up, password-recovery emails, new email-alert subscriptions and trip-email controls are unavailable. You can still use supported social sign-in, read Rule updates, download your trip calendar and contact our support mailbox. Payment-provider receipts are handled separately by Waffo.

Previously saved notification preferences may remain in your account records, but they do not cause CollarPass to send emails while delivery is disabled. You can contact support about those records or delete your account as described below.

7. Cookies, Google Analytics and Microsoft Clarity

Essential cookies or similar storage support sign-in, security and your saved consent choice. Optional analytics helps us understand how visitors use the site. Microsoft Clarity is loaded only on public marketing pages after consent; it is not loaded on sign-in, account, trip or administration pages.

When enabled with consent, Google Analytics measures visits and usage events. Microsoft Clarity provides interaction analytics, such as heatmaps and session-replay information, to help identify usability problems. These services may use cookies or similar technologies and process device, page and interaction data.

You can accept or reject optional analytics and change your choice through “Cookie settings.” Optional analytics scripts load only after you accept. Microsoft Clarity is excluded from account, checkout, private pack, PDF-filling and administration pages. We do not use analytics to collect passwords, passport numbers, full payment details or private support-message text.

See Google's privacy information, Microsoft's privacy statement and our Cookie policy.

8. Retention and deletion

We keep account and trip information for as long as needed to operate your account and provide the service, then delete or de-identify it when no longer required. A pack's 12-month validity controls paid access; it is not a promise that all related records are automatically erased at that moment.

AI conversations, support messages, logs and backups are kept only for the operational, support, security and legal purposes that apply to them. We may need to keep limited payment or legal records after account deletion. Backup removal and records held by payment providers may follow separate retention cycles.

You can delete your account yourself in Settings → Profile (Delete account), or ask us at support@collarpass.com from your account email. Deleting an account immediately removes your sign-in, trip packs, plans, pets, reminders, AI conversations and support threads. Orders and subscriptions are kept for accounting, tax and chargeback records, with the account anonymised (name, email and marketing fields cleared); they are no longer linked to a usable account. The email address recorded on an order or subscription is kept as part of that financial record. Deleting an account does not automatically create a refund entitlement. We will explain any other information we must retain and why. Copies held in backups and records held by payment providers may follow separate retention cycles.

9. Your choices and rights

Depending on the law that applies to you, you may have rights to access, correct, delete, restrict, object to or obtain a copy of your information, and to withdraw consent. You may also complain to the relevant data-protection authority. Contact support@collarpass.com to make a request. We may need to verify your identity and assess lawful exceptions before responding.

We reply to support messages within 3 business days. Completion of a data request may take longer and remains subject to applicable legal deadlines.

10. International processing, security and children

Our team is based in China. Providers may process information in other countries. Hosting, sign-in, support, payment and analytics providers may process information outside your country. Contact us with questions about the providers involved in your use of the service.

We use reasonable measures designed to protect information, but no service is perfectly secure. Keep credentials private and avoid sending sensitive information through open-text fields.

The service is intended for people legally able to manage an account and purchase planning products. It is not directed at children. If you believe a child has provided personal information without appropriate authorization, contact us.

11. Changes and contact

We update this policy when our practices or obligations change. The page shows its updated date. Material changes will be communicated where required.

Privacy contact: support@collarpass.com.