Privacy Policy

Updated: 4 November 2026 · Version: 2026-11-04

1. Who we are and how to contact us

icekem is operated by EXPLIT SOFTWARE COMPANY LIMITED, Vietnam, tax identification number 0317748612. Contact address: 15 Nguyen Luong Bang, Golden King Building, 15th Floor, District 7, Ho Chi Minh City, Vietnam. This policy covers icekem.com and the icekem mobile applications, which provide property discovery in Vietnam, rental requests and community discussions.

For privacy questions, access, correction, deletion or other rights requests, write to info@icekem.com or use Support. You do not need to sign in to contact us. We act as the controller of the personal data we determine how and why to process.

2. Information we collect

Account and profile: account identifiers, name, email, optional phone number, avatar, language, authentication and account-security records. Sign in with Apple provides an Apple identifier and the name or email Apple makes available, which may be a private relay address. We process the relevant credentials for sign-in and revocation.
Content and activity: listings, addresses and map coordinates, photos, videos, questions, answers, rental requests, reviews, ratings, messages and attachments, saved items, reports and support correspondence, together with dates, ownership and moderation records.
Purchases: store product and transaction identifiers, verification results, subscription status, validity dates, promotion credits and their use. Apple or Google handles store payment details; icekem does not receive your full payment-card number from these purchases.
Technical and usage information: IP address, approximate location derived from IP, browser/device and operating-system information, language, time zone, screen/viewport size, pages and items viewed, URLs/referrers, random visitor/session identifiers, request times, errors and security logs. Activity may be associated with your account when signed in; it is not necessarily anonymous.
Notifications: device push tokens linked to your account, notification content, delivery-related records and read/unread status.

Please do not upload identity documents, bank-card details, passwords or other sensitive information in listings, community posts or messages. Only provide someone else's information when you have the necessary permission or other lawful authority.

3. Permissions, cookies and device storage

We use access to selected photos, the camera and microphone when you choose to upload media or record video. Device location is used for features such as nearby listings when you request it and allow the relevant permission; the current app does not track your location in the background. You may refuse or revoke permissions in system settings; the corresponding feature may then be unavailable. Selecting media is not permission to publish your entire photo library.

Cookies and local or secure storage support authentication, security, language, preferences and usage measurement. The website's first-party vtid visitor cookie has a 365-day lifetime, and session storage holds a session identifier. The mobile app stores a random visitor identifier for view statistics. These identifiers do not make account-linked activity anonymous. You can manage website cookies through your browser; blocking necessary cookies may prevent sign-in or other functions. Where non-essential storage requires consent, it must be subject to that consent. We do not use the mobile advertising identifier in the current app.

4. Why we use information

We use information to create and secure accounts; display and search listings; publish community content; match rental requests with agents by city; deliver messages, replies and notifications; verify purchases and provide paid features; respond to support and rights requests; measure service usage; and detect fraud, investigate reports and enforce our rules. We also use eligible public content to promote icekem as described below and in the Terms of Use.

Processing relies on the grounds permitted by the law applicable to the particular activity, such as your consent, steps needed to provide a requested service or perform a contract, and legal obligations. Where applicable law permits it, we also rely on legitimate interests in operating, measuring and protecting the service, subject to your rights. A contractual content licence does not replace consent or another legal basis required for processing personal data. You may withdraw consent through Support; withdrawal does not undo processing that was lawful before it, and a feature dependent on that consent may stop working.

5. Public content, conversations and advertising

Public profiles, listings, questions, answers and reviews can be viewed, copied or shared by others and may appear in search engines. Rental requests may be shown to relevant agents and other users according to the page or feature in which you publish them. A request excluded from search-engine indexing is not thereby private. Do not publish information you want to keep confidential.

Direct messages and support requests are not public posts. They are stored on our servers and are not end-to-end encrypted. Authorized staff may access them when needed for support, safety, investigations or rule enforcement, including proactive moderation. Message recipients can retain or share their own copies. Notification previews may contain the sender's name, message text or listing information and may be visible on your lock screen; control notifications and previews in your device settings.

The public-content licence in our Terms allows use of public submissions in icekem advertising, social media and promotional materials. It does not authorize advertising use of private messages, support requests, credentials, identity documents or payment information. Identifiable people and personal data are used in advertising only where the necessary rights and legal basis, including separate consent where required, exist. We do not sell personal data as a standalone product. Contact Support to request removal of personal data from promotional material we control.

6. Who receives information

Information is shared with the users to whom you send or publish it and with authorized staff and service providers to the extent needed for their functions. These include hosting and storage providers, Resend for transactional email, Apple for Sign in with Apple, App Store transactions and iOS push notifications, Google for Google Maps/Places and Google Play purchases where used, and font delivery services where fonts are fetched. Map and address-search providers receive the queries and location information needed for those features. Providers may also receive technical network information when your device connects to them.

If you choose an external link or contact option such as WhatsApp, that service processes information under its own terms and privacy policy. We may disclose information where legally required, to protect lawful rights or investigate abuse, or in a corporate transfer subject to applicable notice and data-protection requirements. We limit access to the relevant purpose and require appropriate safeguards from processors acting on our behalf. Some providers act independently under their own legal obligations.

Our company is in Vietnam. Hosting and international service providers may process information in Vietnam and other countries. Applicable transfer requirements and protections still apply. Contact us for information about the arrangements relevant to your data.

7. Retention and deletion

We retain personal data only while needed for the purposes above, including providing an active account, resolving disputes, preventing abuse and meeting applicable legal obligations. The period depends on the category of data and its purpose. We do not currently publish a single fixed expiry period for all inactive accounts, logs or backups; this does not authorize indefinite retention. You may ask us to review retention and delete information that is no longer needed.

In the app, open Settings → Delete account → Delete permanently and confirm the irreversible deletion. Freezing an account is a separate, reversible option: it hides content while retaining the account and data for restoration after authentication. Alternatively use the public account-deletion form or email us. For an external request we verify account ownership before deleting it. Confirmed in-app deletion removes the account and linked profiles, listings, questions, answers, reviews, conversations, saved items and associated database records. The account is shared by the website and app, so permanent deletion applies to both. Deleting your questions also removes replies under those questions, including replies from other users. Conversations associated with the account are removed from our database, including messages from the other participant; this does not erase copies independently saved outside icekem. There is no in-service recovery period after permanent deletion. Removal of owned media and revocation of Apple sign-in credentials are separate cleanup tasks, with failed tasks retried. Technical cleanup may therefore finish after database deletion.

Limited records may need to remain for legally required retention, dispute handling or security, and backup copies may persist until their normal replacement cycle; they must not be reused for unrelated purposes. Aggregate statistics that no longer identify you may remain. Copies independently held by recipients, search engines or external services are outside our direct control. Uninstalling the app does not delete your account. Deleting your account does not cancel an Apple or Google subscription: cancel it in the relevant store settings. Cancellation is not a condition of requesting account deletion.

8. Your rights, security and changes

Subject to applicable law, you may request access, correction, deletion, a copy of your data, restriction of processing, object to processing or withdraw consent, and complain to the competent authority. Contact us using the details above. We may request proportionate information to verify identity; never send passwords or sign-in codes. You can also edit your profile, manage device permissions and notifications, and report or block users through available controls.

We use access controls and technical safeguards, but no system can guarantee absolute security. icekem is intended only for people aged 18 or older. If you believe a person under 18 has created an account or provided personal data, contact us so we can investigate, restrict access and take appropriate steps to delete the data, subject to applicable legal requirements. We will communicate material changes to this policy through the service or an appropriate contact channel. New processing that requires consent will require that consent; a policy update alone does not provide it.