Privacy Policy

Tongo Inc. ("Tongo," "we," "us," or "our") provides conversational AI, digital concierge, guest engagement, messaging, and related software services for hotels, hospitality companies, and their guests.

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit our website, use our products or services, communicate with our AI concierge or support channels, or otherwise interact with Tongo.

This Privacy Policy is designed to provide notice about the categories of personal information we collect, how we use and share it, and the privacy rights that may apply depending on your location. Privacy notice requirements may vary under laws such as the California Consumer Privacy Act ("CCPA"), the EU and UK General Data Protection Regulation ("GDPR"), and Canada's Personal Information Protection and Electronic Documents Act ("PIPEDA").

Our role: when Tongo is a controller and when Tongo is a processor

Tongo plays two different roles depending on the data and the activity, and this affects who is responsible and whom you contact to exercise your rights.

When Tongo acts as a processor (on behalf of a hotel). For most guest information processed through the services, the hotel or hospitality customer is the controller and Tongo is the processor (or "service provider" under the CCPA). The hotel decides which guests are engaged and for what purpose, and Tongo processes that information under the hotel's instructions and a data processing agreement. In these cases, the hotel's own privacy notice governs and the hotel is your primary point of contact; Tongo will assist the hotel in responding to your requests.

When Tongo acts as a controller (on its own behalf). Tongo acts as a controller (or "business" under the CCPA) when it decides the purposes and means of processing — for example, operating and securing the services and underlying models, running our website and marketing, managing relationships with customers and prospects, and meeting our own legal obligations.

1. Information we collect

We may collect personal information directly from you, from our hotel or business customers, from your interactions with our services, and from third-party systems integrated with our platform.

Information you provide to us

• Name
• Email address
• Phone number
• Hotel stay details or reservation-related information
• Travel preferences
• Dining, activity, transportation, or service requests
• Messages, prompts, questions, and responses exchanged with Tongo-powered AI assistants
• Feedback, support requests, or communications with us

Information collected from hotel or business customers

When Tongo is used by a hotel or hospitality partner, that partner may provide us with information necessary to deliver the service, such as:

• Guest name
• Arrival and departure dates
• Booking or reservation details
• Room or stay information
• Guest preferences or requests
• Loyalty, CRM, PMS, or messaging data made available through approved integrations

Information collected automatically

When you use our website or services, we may collect:

• IP address
• Device information
• Browser type
• Operating system
• Pages viewed
• Referring URLs
• Usage data
• Interaction data
• Cookies and similar technologies
• Approximate location derived from device or network information

AI conversation data

When you interact with a Tongo-powered conversational AI experience, we may process the content of your messages, including questions, preferences, requests, and responses. This information is used to provide the service, improve accuracy, respond to guest requests, support hotel operations, maintain safety, and improve our products.

You should not submit sensitive personal information unless necessary for your request. Because conversations are open-ended, authorized hotel staff or Tongo personnel may view or take over a conversation to fulfill a request, provide support, or address a safety or misuse concern.

2. How we use information

We may use personal information to:

• Provide, operate, and improve Tongo's services
• Power conversational AI responses and digital concierge experiences
• Help hotels respond to guest questions, requests, and service needs
• Personalize recommendations, content, and guest experiences
• Facilitate reservations, bookings, service requests, or referrals
• Communicate with guests, customers, prospects, and users
• Send marketing communications where permitted, as described in Section 6
• Provide customer support
• Analyze usage and improve product performance
• Train, evaluate, or improve AI systems where permitted by law and contract
• Monitor for abuse, fraud, security incidents, or misuse
• Comply with legal obligations
• Enforce our agreements and policies
• Protect the rights, safety, and property of Tongo, our customers, users, and others

Where Tongo acts as a processor for a hotel, it does not use that hotel's guest data for its own purposes beyond what the applicable agreement permits, and it uses de-identified or aggregated data where practicable when improving the services.

3. How we share information

We may share personal information with:

Hotel and hospitality partners

If you use Tongo through a hotel or hospitality partner, we may share your messages, preferences, requests, service needs, and related information with that partner so they can serve you.

Service providers and vendors

We may share information with companies that help us operate our business, such as cloud hosting providers, analytics providers, messaging providers, AI infrastructure providers, customer support tools, security providers, payment processors, and other business vendors. These providers are bound by contract to protect personal information and use it only to provide services to us.

Integration partners

If a hotel enables integrations with systems such as property management systems, messaging platforms, service request systems, reservation platforms, or CRM tools, we may exchange information with those systems as needed to provide the service.

Business transfers

We may disclose information in connection with a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar transaction.

Legal and safety reasons

We may disclose information if we believe it is necessary to comply with law, legal process, governmental requests, enforce our agreements, detect fraud or security issues, or protect rights, property, or safety.

4. AI and automated systems

Tongo uses artificial intelligence and automated systems to generate responses, recommendations, summaries, routing suggestions, and other outputs, and may rely on third-party model and infrastructure providers to do so.

AI-generated responses may not always be accurate, complete, or appropriate. Users and hotel staff should review important information before relying on it, especially for time-sensitive, safety-related, financial, medical, legal, or emergency matters.

Tongo does not provide medical, legal, financial, or emergency advice. If you have an emergency, contact local emergency services immediately.

The services are intended to inform and assist, not to make decisions that produce legal or similarly significant effects about an individual without human involvement.

5. Cookies and tracking technologies

We may use cookies, pixels, SDKs, and similar technologies on our website and within the web-based guest experience to:

• Operate our website and services
• Remember preferences
• Analyze traffic and usage
• Improve performance
• Understand marketing effectiveness
• Prevent fraud and abuse

You may be able to control cookies through your browser settings. Some features may not function properly if cookies are disabled. Where required by law, we ask for your consent before placing non-essential cookies and honor recognized opt-out preference signals such as Global Privacy Control.

6. Marketing communications

We may send marketing or promotional communications — such as newsletters, product updates, offers, and event invitations — to individuals who have agreed to receive them or where we are otherwise permitted to do so under applicable law.

Where the law requires your consent before we send marketing communications, we will obtain that consent at the time we collect your information, and you may decline without affecting your use of the services. In some jurisdictions, including the United States, we may send marketing communications about our own similar products and services to existing customers and contacts unless and until you opt out.

You can opt out of marketing communications at any time by using the unsubscribe link in any marketing email, adjusting your communication preferences where available, or contacting us at hello@letstongo.com. Even if you opt out of marketing communications, we may still send you non-promotional messages, such as transactional, service, security, or account-related communications.

If you interact with Tongo through a hotel or hospitality partner, any marketing communications from that hotel are governed by the hotel's own privacy notice and consent practices, not this Section 6.

7. Data retention

We retain personal information for as long as reasonably necessary to provide our services, comply with legal obligations, resolve disputes, enforce agreements, support legitimate business purposes, and meet contractual obligations with our customers.

Retention periods may vary depending on the type of information, the customer relationship, legal requirements, and the nature of the service. Where Tongo acts as a processor, it deletes or returns guest information under the hotel's instructions and the applicable agreement.

8. Data security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information. However, no system is completely secure, and we cannot guarantee that information will be protected from unauthorized access, loss, misuse, or disclosure.

9. Your privacy rights

Depending on where you live, you may have certain privacy rights, including the right to:

• Access personal information we hold about you
• Request correction of inaccurate information
• Request deletion of personal information
• Request a copy of your information
• Object to or restrict certain processing
• Opt out of certain sharing, sales, or targeted advertising, where applicable
• Withdraw consent where processing is based on consent

EEA, UK, and Switzerland (GDPR)

Under the GDPR, processing of personal data must rely on a lawful basis, such as consent, contract necessity, legal obligation, legitimate interests, or other recognized bases. You also have the right to lodge a complaint with your local supervisory authority.

Canada (PIPEDA)

If you are in Canada, you may request access to and correction of your personal information and may withdraw consent, subject to legal and contractual limits. You may also contact the Office of the Privacy Commissioner of Canada.

How to exercise your rights

To exercise privacy rights, contact us at hello@letstongo.com or Tongo Inc., 1401 S Lamar Blvd #1556, Austin, TX 78704. We may need to verify your identity before responding to your request. If your request concerns a specific stay where a hotel is the controller, please also contact that hotel.

10. California privacy notice

If you are a California resident, you may have additional rights under the California Consumer Privacy Act, as amended. In the preceding 12 months, we may have collected the following categories of personal information:

We collect and use this information for the purposes described in this Privacy Policy. Tongo does not knowingly sell personal information in the traditional sense. If our use of analytics, advertising, or similar technologies is considered a "sale" or "sharing" under California law, we will provide applicable rights and mechanisms as required, including notice at collection and a "Do Not Sell or Share" mechanism where applicable.

11. International users

Tongo is based in the United States. If you access our services from outside the United States, your information may be processed in the United States or other countries where we or our service providers operate, which may have different data protection laws.

Where required, we use appropriate safeguards for cross-border transfers of personal information, such as the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, or another lawful transfer mechanism.

12. Children's privacy

Our services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If we learn that we have collected such information, we will take appropriate steps to delete it.

13. Third-party links and services

Our services may link to third-party websites, booking platforms, restaurants, activity providers, transportation providers, hotel systems, or other external services. We are not responsible for the privacy practices of those third parties.

14. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on our website with a revised "Last Updated" date. Your continued use of our services after an update means you acknowledge the updated Privacy Policy.

15. Contact us

For questions about this Privacy Policy or our privacy practices, contact us at:

Tongo Inc.
Email: hello@letstongo.com
Address: 1401 S Lamar Blvd #1556, Austin, TX 78704