Privacy Policy

01Our approach and scope

The operator of THE QUEEN (“we”, “us” or “our”) handles personal information in accordance with Japan’s Act on the Protection of Personal Information and other applicable laws. This policy covers our official website, enquiries, reservation requests and related assistance with your visit.

Personal information includes information that identifies an individual, information that can readily be combined with other information to identify someone, and personal identification codes defined by law. If a particular service requires additional privacy terms, we will explain those terms separately.

02Information we collect

We collect information by appropriate means and only to the extent needed for the service you use. This may include:

• Enquiry information: your name, email address, phone number, enquiry type, message and correspondence with us, when you provide these by phone, a form or our official social media account.
• Reservation and visit information: your preferred date and time, party size, event and any requests you choose to share with us.
• Website information: an IP address, visit time, requested pages, browser type and device information that may be recorded by servers used to deliver and maintain the website.

Providing information is voluntary. If information needed to respond or arrange a reservation is missing, we may be unable to complete your request.

03How we use information

• To respond to enquiries, requests, feedback and complaints, and contact you about them.
• To discuss VIP and other reservations, confirm or change arrangements, and provide information needed for your visit.
• To communicate changes, cancellations or other important notices about a reservation or event you plan to attend.
• To check age and identity at admission, prevent misuse and address incidents.
• To operate and improve the website and services, investigate faults and address unauthorised access.
• To meet legal obligations and establish or fulfil rights and obligations relating to our customers.

We do not use enquiry or reservation details for promotional emails without separate consent. If you opt in to such messages, we will explain how to opt out. We will notify you of or publish changes to these purposes within the limits permitted by law, and obtain fresh consent in advance where required.

04Age checks and sensitive information

Admission is restricted to guests aged 20 or over. Please present a valid photo ID at entry so we can verify your age and identity. If we need to collect a copy or other information from an ID separately, we will explain the purpose and handling of that information.

Please do not send My Number identification numbers, payment card numbers or images of identity documents in enquiry messages or social media messages. We do not collect sensitive personal information, such as medical history, without consent unless permitted by law.

05Protecting your information

We apply safeguards appropriate to the information and the risks involved to help prevent disclosure, loss, alteration and unauthorised access. Our approach includes:

• Limiting access to people who need the information for their work and managing their accounts and permissions.
• Providing guidance and training to staff, and supervising their handling of personal information.
• Protecting documents, devices and storage media, and disposing of information securely when it is no longer needed.
• Using measures suited to the relevant systems to protect communications and prevent unauthorised access.

If an incident occurs, we will investigate, work to limit harm and prevent recurrence, and notify the relevant authorities and affected individuals where the law requires.

06Retention and deletion

We keep personal information only for as long as needed for its purpose, taking account of outstanding enquiries or reservations, legal retention duties and the resolution of disputes. We aim to keep it accurate and up to date, and delete or dispose of it within a reasonable time once it is no longer needed.

Some information cannot be deleted immediately following a request, for example where we must retain it by law. We will explain our response and the reason in accordance with applicable law.

07Sharing and service providers

We do not disclose personal data to third parties without consent unless permitted by law. Legal exceptions may include protecting life, physical safety or property when consent is difficult to obtain, or assisting public authorities under the conditions prescribed by law.

If we engage providers to maintain the website or assist with enquiries and reservations, their handling of information is limited to what the relevant purpose requires. We will select and supervise providers appropriately and establish confidentiality and data protection requirements.

If we introduce joint use of personal data with another business, we will first notify you of or publish the required details, including the data, participating businesses, purposes and party responsible for its management.

08International handling

External services may process information outside Japan. If we transfer personal data to a third party in another country, we will check the recipient and relevant legal framework and provide information, obtain consent or take other steps as required by applicable law.

For information you provide directly to an external service, please also read that service’s privacy policy, as explained below.

09Browser storage and external services

If we introduce analytics or advertising services, we will explain the information involved, purposes, providers and available settings on this page or through an appropriate notice, and obtain consent where required by law.

10Your requests and rights

You or an authorised representative may make the following requests concerning personal data we hold, subject to the conditions set by applicable law:

• Notification of purposes, access to retained personal data and disclosure of records of third-party provision.
• Correction, addition or deletion where information is inaccurate.
• Suspension of use, erasure or cessation of third-party provision where the legal conditions are met.

Please contact the privacy enquiry desk below with your request and preferred contact method. We may ask when you used our services or which contact details you provided to locate the relevant information and verify your identity. Representatives will need to establish their authority. We will explain the verification process and avoid requesting more information than is reasonably necessary.

After the necessary checks and investigation, we will respond without undue delay as required by law. We will take account of your preferred disclosure method within the options provided by law. If we cannot fulfil all or part of a request, we will explain our decision and the reason.

11Changes to this policy

We may revise this policy as laws or our services change. We will publish the revised policy and update date on this page and provide an appropriate notice of material changes to how we handle your information. Where a change requires consent by law, we will obtain it in advance.