Privacy Policy

1. Introduction

This Privacy Policy describes how Trailwise ("we", "us", "our") collects, uses, stores, and protects personal data provided by users of our website and customers who purchase our digital publications. Trailwise is committed to handling personal data responsibly and in compliance with the Personal Data Protection Act 2012 (PDPA) of Singapore and any other applicable data protection laws.

By using our website at any page within the trailwise.sg domain, or by submitting personal information through our order form, you consent to the collection and use of your personal data as described in this Privacy Policy. If you do not agree with this Privacy Policy, please do not use our website or submit personal data to us.

We operate a small, focused publishing business. We do not engage in mass marketing, behavioural advertising, or data brokerage. The personal data we collect is used for a narrow, specific set of operational purposes directly related to delivering the products and services our customers have requested. We believe transparency about how we handle personal data is both a legal obligation and an ethical commitment, and this policy is written with that principle in mind.

This Privacy Policy may be updated from time to time to reflect changes in our practices, our service offerings, or applicable law. When we make material changes, we will update the "last updated" date at the top of this page. We encourage you to review this Policy periodically to stay informed of how we protect your information.

2. Information We Collect

Trailwise collects personal data only to the extent necessary for the purposes described in this Privacy Policy. The personal data we collect falls into two categories: information you provide to us voluntarily, and information collected automatically when you use our website.

Information you provide to us voluntarily includes your full name, email address, guide selection, and optional planned visit month, all of which are submitted through our order form. You may also provide personal information if you contact us directly via email with a query, complaint, or feedback. We do not collect payment card details directly — payment processing is handled by our third-party payment processor, which operates under its own privacy and security standards.

Information collected automatically when you visit our website may include your IP address, browser type, operating system, pages visited, time spent on pages, and referring URL. This information is typically collected through standard web server logs and, where applicable, session cookies. We do not use this data to identify you individually. It is used in aggregate form to understand how visitors interact with our website and to improve its performance and usability.

We do not collect special categories of sensitive personal data such as health information, financial account details, racial or ethnic origin, political opinions, religious beliefs, or biometric identifiers. We also do not knowingly collect personal data from individuals under the age of 18 without verifiable parental consent.

3. How We Use Your Information

The personal data we collect is used exclusively for the following purposes, all of which are directly connected to the operation of our publishing business and the delivery of the products and services our customers have requested.

Order fulfilment is the primary purpose for which we collect personal data through our order form. Your name and email address are used to confirm your order, deliver your purchased digital guide, and communicate with you about any issues relating to your order. Your planned visit month, if provided, is used to ensure that any time-sensitive content in your guide is noted appropriately at the time of delivery.

Customer support is a secondary use of the personal data we hold. If you contact us with a question, complaint, or feedback, we will use the personal data you provide in that communication — and any information we already hold about your order — to respond to and resolve your enquiry. We may retain a record of customer support interactions for quality assurance and audit purposes for a reasonable period following resolution.

Service improvement is a further purpose for which we may use aggregated, non-identifiable data about user behaviour on our website. This analysis helps us understand which pages are most useful to visitors, where users encounter friction or confusion, and how we can improve the clarity and navigability of our website over time. This use does not involve the processing of personally identifiable information.

We do not use your personal data for marketing communications without your explicit consent. We do not sell, rent, or trade your personal data to any third party for any purpose.

4. Cookies

Cookies are small text files stored on your device when you visit a website. Our website uses a minimal number of cookies strictly necessary for the basic functioning of the site. These essential cookies do not collect personal information and are not used for tracking or advertising purposes. They may include session cookies that are deleted when you close your browser, and preference cookies that remember basic display settings to improve your experience.

We do not currently deploy third-party advertising cookies, analytics tracking pixels, or social media integration scripts on our website. We do not participate in behavioural advertising networks or retargeting programmes. Our approach to cookies is deliberately minimal and confined to what is technically necessary for the website to function correctly.

Most modern web browsers allow you to control cookie settings through your browser preferences, including the ability to block or delete cookies. Please note that disabling certain essential cookies may affect the functionality of the website. Refer to your browser's help documentation for instructions on managing cookie preferences specific to your browser and device. For further information about cookies in general, the Singapore Personal Data Protection Commission publishes guidance on its official website.

5. Third-Party Disclosure

Trailwise does not sell, rent, trade, or otherwise transfer your personally identifiable information to outside parties for commercial purposes. We may, however, share personal data with carefully selected third-party service providers who assist us in operating our website and delivering our services, subject to strict contractual obligations that require those parties to keep your data confidential and use it only for the purposes we specify.

These third-party service providers may include our email delivery service provider, which is used to send guide files and order confirmations to customers; our web hosting provider, which stores the server-side data associated with website operation; and our payment processing provider, which handles the secure processing of payment card transactions. Each of these providers operates under its own privacy and security policies and is selected on the basis of their ability to meet appropriate data protection standards.

We may also disclose personal data if required to do so by law, by a court order, or by a regulatory authority with jurisdiction over our activities. We will inform affected individuals of any such disclosure where we are legally permitted to do so. We may also share data where we believe disclosure is necessary to protect the rights, property, or safety of Trailwise, our customers, or the public, or to prevent fraud or other illegal activity.

Trailwise does not disclose personal data to theme park operators, tourism boards, advertising networks, or any other commercial third parties as part of our standard business operations. Our data sharing is limited to the service delivery context described above.

6. Data Security

Trailwise takes the security of personal data seriously and implements reasonable technical and organisational measures designed to protect personal data against unauthorised access, disclosure, alteration, or destruction. These measures include the use of encrypted communications (HTTPS) on our website, access controls that limit who within our organisation can access personal data, and regular review of our security practices and procedures.

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, or as required by applicable law. Order data — including names, email addresses, and guide selections — is typically retained for a period of 24 months following the date of the order, to support customer service enquiries and to comply with financial record-keeping obligations. After this retention period, personal data is securely deleted or anonymised.

While we take all reasonable steps to protect your personal data, no method of electronic transmission or digital storage is completely secure. We cannot guarantee the absolute security of data transmitted over the internet, and any transmission of personal data to our website is done at your own risk. If you have reason to believe that your interaction with us is no longer secure, please contact us immediately at hello@trailwise.sg so that we can investigate and take appropriate action.

7. Your Rights

Under the Personal Data Protection Act 2012 (PDPA) of Singapore, you have certain rights in relation to personal data that we hold about you. These rights include the right to access personal data we hold about you, the right to request correction of any personal data that is inaccurate or incomplete, and the right to withdraw consent to the collection, use, or disclosure of your personal data at any time, subject to any legal or contractual restrictions and reasonable notice.

To exercise any of these rights, please contact our data protection officer at hello@trailwise.sg with a clear description of your request. We will respond to all verified requests within a reasonable time and in accordance with our obligations under the PDPA. Please note that we may need to verify your identity before processing a request to access or correct personal data, to ensure that we are responding to the correct individual.

If you withdraw consent to our use of your personal data and we are no longer able to fulfil a pending order as a result, any available remedies will be handled in accordance with our refund policy as set out in our Terms of Use. Withdrawal of consent does not affect the lawfulness of any processing carried out prior to the withdrawal, and does not automatically entitle you to a refund for digital content that has already been delivered.

We are committed to handling all data subject requests fairly, transparently, and within the timeframes required by applicable law. If you believe that we have not handled a request appropriately, or that we have not complied with our obligations under applicable data protection law, you may contact the Personal Data Protection Commission of Singapore to lodge a complaint.

8. Contact Us

If you have any questions, concerns, or requests relating to this Privacy Policy or our handling of your personal data, please contact us using the details below. We take all privacy enquiries seriously and will aim to respond to your communication within five business days of receipt.

You can reach us by email at hello@trailwise.sg, by telephone at +65 6821 4390, or by post at: Trailwise, #08-12, Pacific Tower, 20 Cecil Street, Singapore 049705.

When contacting us about a data-related matter, please provide as much detail as possible about the nature of your enquiry, including the email address associated with any order you may have placed, and a clear description of your request or concern. This helps us respond more efficiently and direct your enquiry to the most appropriate member of our team. We treat all privacy communications with the same seriousness as our other customer communications and are committed to resolving any concerns thoroughly and fairly.