Privacy Policy

Who we are

AgodaHelpCare is a customer assistance desk that helps travellers resolve booking, cancellation, refund, payment, property and account issues.

You can reach us at agodahelpcare@outook.com or +447853169761.

Data we collect

When you submit a support request we collect your full name, email address, phone number, and the details of your issue: category, subject, description, and optionally your booking ID, accommodation details and file attachments.

We also record technical data required to operate the service securely, such as submission timestamps and a hashed fingerprint of your request used solely to detect duplicate submissions.

How we use your data

Your data is used to identify you, investigate your case, communicate with you, and where you ask us to, to escalate the matter to the relevant accommodation provider or platform.

We do not sell your data, and we do not use it for advertising or profiling.

Legal basis

We process your data on the basis of your consent, given when you submit a request, and on our legitimate interest in operating a secure, abuse-resistant support desk.

Storage and security

Requests and attachments are held on encrypted infrastructure. Attachments are stored in a private area that is not publicly reachable; support staff open them through short-lived, signed links.

Access is restricted to authorised support staff using individual accounts with role-based permissions.

Retention

Case records and attachments are deleted 24 months after the case is closed, unless a longer period is required to resolve a dispute or to meet a legal obligation.

Sharing with third parties

We share only what is necessary: with the accommodation provider or booking platform when escalating your case on your behalf, and with the infrastructure and form-relay providers that operate our systems under contract.

Your rights

You may request access to, correction of, or deletion of your data, object to processing, or withdraw consent at any time. Email us with your case reference and we will respond within 30 days.

What we never ask for

We will never ask for your full card number, CVV, online banking credentials or account password. Treat any message that does as fraudulent and report it to us.