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FLANE · NANO TRAVEL

Privacy policy

By registering, accessing or using the Flane application, you acknowledge that you have read, understood and agreed to this Privacy Policy.

Updated: September 12, 2026

1. Introduce

This policy applies to the Flane application and related services operated by Nano Travel Company Limited. The policy explains how Flane collects, uses, stores, shares and protects personal data when you use the app, search for products, book tickets, pay, receive tickets or contact support.

Flane is committed to processing personal data in accordance with Vietnamese law and relevant regulations.

2. Scope and source of data collection

Flane can collect data:
• Directly from you when registering an account, logging in, booking tickets, making payments or contacting support.
• From a partner or service provider related to your transaction.
• From payment gateways, technology units and authorized suppliers.
• Automatically from device and app when you use Flane.
• From public sources to the extent permitted by law.

3. Types of information that may be collected

Account information: full name, phone number, email, authentication information, profile picture, profile and information from third-party login services.

Ticket booking information: user name, contact information, date of use, number of tickets, product, order code, reservation code, ticket code and required supplier information.

Payment information: payment method, transaction code, status, reconciliation information and necessary information processed by the payment gateway. Flane does not require you to provide your password, OTP or card security code to employees via unofficial channels.

Device and technical information: device type, operating system, application version, language, time zone, IP address, network information, identifiers, error logs, and diagnostic data.

Usage information: search content, viewing history, service selection and booking, feature interactions, reviews, feedback, complaints and support requests.

Location: Flane is only accessible when the feature requires it and you have granted permission. You can manage permissions in your device settings.

4. Method of collection

Data may be collected when you register or log in; search, select or book tickets; make payments or request support; contact Flane; use application features, third-party login services, or services provided by Flane partners.

5. Purpose of using data

Flane uses data to:
• Create and manage accounts.
• Handle ticket bookings, e-ticket issuance, payments, reconciliations and refunds when applicable.
• Send order confirmations, tickets and transaction statuses.
• Customer support and complaint handling.
• Authenticate users, protect accounts, detect and prevent fraud.
• Maintain, fix bugs, analyze performance and improve applications.
• Develop new features, products and services.
• Send service announcements, security, transactional and promotional information when there is an appropriate legal basis.
• Fulfill legal obligations and legal requests of competent authorities.

7. Share data

Flane can share necessary data with travel service providers; banks, gateways and payment processors; cloud hosting, email, SMS, push notification, analytics, error monitoring, performance and customer support providers; state agencies when required by law; the transferee in an appropriate corporate transaction.

The parties may only process data to the extent necessary and in accordance with the agreement or applicable legal requirements.

8. Do not sell personal data

Flane does not sell, rent or trade customer personal data to third parties for independent marketing purposes, except with your express consent or otherwise permitted by law.

9. Store and delete data

Flane stores data for as long as necessary to provide services, maintain transaction records, fulfill legal, accounting and tax obligations, resolve disputes and complaints, prevent fraud, and protect legitimate rights and interests.

When no longer needed, the data will be deleted, anonymized or otherwise processed in accordance with the law. Some data may need to be retained longer to comply with legal requirements or to resolve disputes, investigate and protect legal rights.

10. Cross-border data transfer

Some technology providers or partners of Flane may process data in Vietnam or other countries. Flane will take appropriate measures in accordance with applicable laws for cross-border data transfers or processing.

11. SDK, analytics and similar technologies

Apps may use SDK or similar technology for authentication, login, payment processing, usage analytics, error handling, notification delivery, security and fraud prevention. Third-party suppliers of SDK may process technical data according to their own policies. You can manage some permissions in your device settings.

12. Data security

Flane applies appropriate technical and organizational measures, including encryption of data transmission, access control, internal authorization, backup, system protection, anomaly monitoring and payment data protection.

No Internet system is absolutely secure. You need to protect your password, OTP, device, and credentials.

13. Security incident

If an incident involving personal data is detected, Flane will evaluate and implement remedial, remedial and notification measures as required by applicable law.

14. Marketing and announcements

Flane may send order notifications, tickets, payments, security alerts and promotional information where there is an appropriate legal basis or you have chosen to receive it. You can opt out of marketing communications according to the instructions. Turning off marketing does not affect notifications required for trading and security.

15. Customer rights

To the extent permitted by law, you have the right to know; consent or withdrawal of consent; access; request correction or deletion of data; request restriction of processing; object to certain processing operations; Complain, denounce or request competent authorities to protect rights; and other rights under the law.

Some rights may be limited to satisfy legal obligations, carry out transactions or protect legal rights.

16. How to exercise rights

Send inquiry to support@nanotravel.vn, +84 (0)236 3769479 or 39 Đô Đốc Lộc, Da Nang, Vietnam.

The request should include full name, contact information, request content and information necessary to verify identity and scope of request. Flane may request additional information to verify identity.

17. Delete account

You can request to delete your account via the feature on Flane or contact support. Deleting an account does not necessarily cause all data to be deleted immediately. Some data may continue to be saved when required by law or needed for transactions, reconciliations, disputes, fraud prevention or protecting legal rights.

18. Children

If the user is not old enough to make the transaction themselves, the use of Flane requires the consent or supervision of a parent or legal guardian according to applicable regulations. If you believe that a child has provided personal data without appropriate consent, please contact Flane.

19. Third Party Services and Links

Flane may integrate or link with third party services. These parties may have their own privacy policies and Flane does not control their overall data processing activities. You should read the third party's policy before providing information directly.

20. Prohibited conduct

You may not gain unauthorized access to the system or account; interfere with or overcome security measures; Use bots, scrapers or unauthorized automated tools to collect data; unauthorized use of other people's data; fraudulent transactions; or use Flane for purposes of violating the law.

Flane has the right to lock accounts, limit services, cancel transactions showing signs of fraud and/or transfer information to competent authorities when necessary.

21. Policy changes

Flane may update the Privacy Policy to reflect changes in services, technology, data processing practices or the law. The new version will be announced on the official application or channel. Important changes can be communicated by appropriate means.

22. Applicable law and dispute resolution

This policy is governed and interpreted according to Vietnamese law. The parties prioritize exchanges and negotiations in good faith. If it cannot be resolved by negotiation, the dispute will be resolved by a competent authority according to Vietnamese law.

23. Contact

Nano Travel LLC
Brand: Flane
Address: 39 Đô Đốc Lộc, Da Nang, Vietnam
Email: support@nanotravel.vn
Hotline: +84 (0)236 3769479

Support hours:
Monday - Saturday: 7:00 - 22:00
Sunday: 7:00 - 20:00
(Vietnam time)

Contact support

NANO TRAVEL COMPANY LIMITED
39 Do Doc Loc, Da Nang, Vietnam

booking@nanotravel.vn+84 (0)236 3769479
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Where can I find and view my tickets?

Once your booking is confirmed and tickets are issued, sign in to the Flane account used for the booking and open Orders to view the details and electronic tickets. You may save or download tickets where that option is available; email may also be sent as an additional convenience, so check your spam folder if needed. Include your booking reference when contacting support so the team can find your order quickly.

Do I need to print my tickets?

Many services accept a QR code or electronic ticket displayed on your phone. Some products require ticket exchange, identification or a separate check-in procedure, so read the instructions in your order and on the ticket carefully. Open your ticket before the trip and make sure the QR code is clearly visible.

Which languages does Flane support?

Flane supports Vietnamese, English, Korean, Chinese and Russian. Change the language on the website or in the app to view supported content in your preferred language. Some place names, supplier information and text on tickets may remain in their original language.

How do I book a service on Flane?

Find your destination or service, choose the date, package and number of guests, then check your contact and traveller details. Before paying, read the inclusions, exclusions, age or height conditions and product policy. After completing your booking, follow its processing status and find your tickets in Orders in the app.

When will I receive tickets after payment?

Ticket issuance depends on the product and the supplier confirmation process. A successful payment does not always mean tickets have already been issued, so check Orders and the timeframe stated for your selected service. If that timeframe has passed without tickets, email booking@nanotravel.vn with your booking reference for assistance.

Which payment methods are available?

Available methods are shown at checkout for each booking and may include supported bank transfers, cards or digital wallets. Check the total amount, any applicable fees and payment instructions before confirming. For bank transfers, use the exact account information and payment reference provided to help the team reconcile your payment.

My account was charged but the booking still shows unpaid. What should I do?

Open your order again and check the status once the payment provider or bank has finished processing it. If it has not updated, email booking@nanotravel.vn with your booking reference, payment time and receipt or transaction reference for reconciliation. Avoid paying again until the result is clear, and never email an OTP, password or full card details.

How can I correct my email, phone number or traveller details?

Contact booking@nanotravel.vn as soon as possible with your booking reference and the details that need correcting. Changes depend on whether tickets have been issued and on supplier rules; not every ticket allows a name, date or information change after issuance. Always check your details before confirming payment.

Can I change the date, cancel or get a refund?

Changes, cancellations and refunds follow the policy for the selected product shown before payment. Issued tickets generally cannot be changed, cancelled or refunded unless the product policy, supplier rules or applicable law provide otherwise. Missing the service at the specified time may also be treated as a non-refundable no-show; send your booking reference so support can check your exact conditions.

Can I use my ticket on a different date or give it to someone else?

Use your ticket on the date, time and for the guest category stated on the ticket or booking confirmation. Tickets linked to a name, identification document, age, height or specific guest group may not be transferable. Ask support before changing the traveller or service time rather than assuming the ticket will still be accepted.

Can Flane issue an invoice?

Yes. Nano Travel Company Limited supports electronic invoices for service transactions in accordance with applicable requirements and the actual booking records. Request one when booking or email booking@nanotravel.vn with the booking reference, company or purchaser name, tax identification number if applicable, address and invoice email. The team will verify the information and advise on the appropriate issuance time; accurate details help avoid invoice corrections.

How do FP points and Flane offers work?

Eligible accounts and transactions can view offers, FP balances and points history in the app. Estimated points are not necessarily credited as soon as an order is created; credit timing, expiry and redemption limits follow the programme rules that apply. Check voucher or points conditions and the final payable amount at checkout before using them.

Do I need to confirm the pick-up point for a tour or transfer?

Yes. Check the pick-up location and time, guest count, luggage allowance and what your package includes. For airport transfers, provide accurate flight and contact details; for scheduled tours or transfers, read the meeting instructions and arrive on time. Contact support before your service date if the location is unclear or your plans change, so the team can confirm arrangements for your booking.

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