Privacy Policy
1. Who We Are
We Care Emergency Assistance Asia ("We Care", "we", "us") provides on-the-ground emergency assistance, coordination and support services to travellers, expatriates and their families in Thailand and Southeast Asia. We are the data controller responsible for the personal data described in this Privacy Policy.
Contact: hello@wecare-asia.com · WhatsApp / Phone: +66 96 204 0095 · Phuket, Thailand. See also our Imprint.
2. What Personal Data We Collect
Depending on how you interact with us (website visit, WhatsApp enquiry, or an active assistance case), we may collect:
- Identity data: full name, date of birth, nationality, passport number, photographs and video recordings taken for identification purposes.
- Contact data: phone number, email address, home address, emergency contact details.
- Health data: information about your medical condition, treatment, hospital and diagnosis, to the extent necessary to coordinate your assistance. This is "sensitive personal data" under Section 26 of the PDPA.
- Case data: reason for assistance, incident details, hospital / location, insurance and payment information.
- Communication data: messages exchanged via WhatsApp, phone or email.
- Technical data: if you visit our website, standard technical data such as IP address and cookies (see Section 8).
3. Why We Process Your Data (Legal Basis)
- Consent: for most of our services, we rely on your explicit consent, as recorded in our Client Authorization & Consent Form.
- Vital interest: in a genuine medical emergency, we may process necessary personal data, including health data, to protect your life or physical safety before formal consent can practically be obtained, in line with Section 24(2) and Section 26(1) of the PDPA.
- Performance of a contract: to deliver the assistance package you have booked.
- Legitimate interest: for basic administrative, invoicing and safety record-keeping purposes.
4. How We Use Your Data
- To assess your situation and provide emergency, medical-coordination, logistical and administrative assistance.
- To communicate with hospitals, clinics, treating physicians, insurance companies, embassies / consulates, airlines, hotels, transport providers, lawyers and authorities on your behalf, strictly as authorized by you.
- To keep your emergency contact and family informed, as authorized.
- To process payments and maintain necessary business records.
- To improve our services and, where relevant, for basic website analytics (see Section 8).
5. Who We Share Your Data With
We only share personal data with third parties where necessary to provide your assistance and where you have authorized us to do so (as set out in our Client Authorization Form), including: hospitals and medical staff, your travel / health insurance provider, your named emergency contact and relatives, embassies and consulates, airlines, hotels and transport providers, lawyers and interpreters, and government authorities (e.g. police, immigration) where legally required. We do not sell personal data to third parties, and we do not share it for marketing purposes without your separate consent.
6. International Data Transfers
Some tools we use may process data on servers located outside Thailand. For example, WhatsApp (Meta) and Google Analytics (see Section 8) may transfer data to servers outside Thailand, including in the United States. Where personal data is transferred outside Thailand, we take reasonable steps to ensure an adequate level of protection, consistent with Section 28 of the PDPA, and, where the GDPR applies, on the basis of appropriate safeguards such as the providers' Standard Contractual Clauses.
7. How Long We Keep Your Data
We retain case-related personal data for as long as necessary to provide our services, to comply with legal, accounting and insurance obligations, and to handle any potential disputes, generally for up to 10 years after a case is closed, unless a longer period is required by law. Data collected only for general enquiries that do not lead to a booking is retained for a shorter period, typically 12 months. Website analytics data is retained for up to 14 months.
8. Cookies and Website Analytics
Our website uses a minimal set of cookies and similar technologies:
| Category | Purpose | Consent required? |
|---|---|---|
| Strictly necessary | Remembers your cookie choice, stored locally in your browser. Enables the website to function. | No |
| Analytics (Google Analytics 4) | Helps us understand how visitors use the site so we can improve it. Only active if you accept. | Yes |
Google Analytics. If you accept analytics via our cookie banner, we use Google Analytics 4, a service provided by Google (Google Ireland Limited and Google LLC), to understand how visitors use our website. It sets cookies (such as _ga) and processes data including your IP address, the pages you view, approximate location, and device and browser information. This data is shared with Google as a recipient and may be transferred to servers in the United States (see Section 6). Google acts as our processor for this purpose. We apply Google Consent Mode and IP handling settings to limit the data collected; however, Google Analytics is not fully anonymous.
Your control. No analytics cookies are set, and no data is sent to Google, until you click "Accept" on our cookie banner. Strictly necessary storage does not require consent. You can decline at any time. To withdraw a previous choice, clear the site data for wecare-asia.com in your browser settings; the banner will then appear again on your next visit. You can also learn more at policies.google.com/privacy.
9. Data Security
We apply reasonable technical and organisational measures to protect your personal data against unauthorised access, loss, or misuse, appropriate to the sensitivity of the data we handle.
10. Children's Data
Where we assist a minor, we collect the minimum personal data necessary for their safety and coordinate with a parent, legal guardian, or accompanying adult. Consent for the processing of a minor's data is obtained from a parent or legal guardian in line with Section 20 of the PDPA.
11. Your Rights
Under the PDPA, you have the right to: be informed about how your data is processed; access and request a copy of your data; request correction of inaccurate data; request deletion or anonymisation of your data (subject to our legal retention obligations); withdraw consent at any time (this does not affect the lawfulness of processing carried out before withdrawal, and may limit our ability to continue assisting you in an active case); object to certain processing; and lodge a complaint with Thailand's Personal Data Protection Committee (PDPC) at pdpc.or.th.
To exercise any of these rights, please contact us at hello@wecare-asia.com.
12. Visitors in the EU / EEA
Many of our clients are based in the European Union. Where the EU General Data Protection Regulation (GDPR) applies to our processing of your data, you have equivalent rights to those set out above (access, rectification, erasure, restriction, objection, data portability and withdrawal of consent), and you may lodge a complaint with your local data protection supervisory authority. The legal bases in Section 3 correspond to Articles 6 and 9 GDPR (consent, vital interests, contract and legitimate interests).
13. Changes to This Policy
We may update this Privacy Policy from time to time. The current version will always be available on our website, with the effective date shown at the top.