Privacy Policy

Experiana Trails Private Limited ("Experiana Trails", "Company", "we", "us", "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, protect, and disclose your information when you interact with our:
   • Website and related online experiences
   • WhatsApp or chatbot communications
   • Email and customer support channels
   • Booking forms and digital lead forms
   • Travel services and on-ground operations

This Policy applies to:
   • Customers and travellers using our services within or outside India
   • Website visitors and social media users
   • Prospective customers submitting enquiries
   • Individuals whose data is shared for travel purposes (such as co-travellers, minors, and emergency contacts)

By using our services, you confirm that you have read and understood this Privacy Policy and consent to the collection and use of your information as described here.

1. Consent

By accessing or using our website, communicating with us via WhatsApp, chatbot, email, or phone, or by booking any travel services with us, you consent to the collection, use, processing, and disclosure of your information in accordance with this Privacy Policy.

If you do not agree with any part of this Policy, you should discontinue use of our website and services immediately.

2. Our Commitment to Your Privacy

We follow reasonable security practices and are committed to complying with applicable data protection laws, including:
   • Information Technology Act, 2000 and rules made thereunder (India)
   • Digital Personal Data Protection Act, 2023 (India)
   • Generally accepted global privacy principles (including GDPR-aligned principles where applicable)

In handling your data, we aim to ensure:
   • Confidentiality and integrity of your information
   • Fair and transparent processing
   • Use limited to specified and lawful purposes
   • Implementation of appropriate technical and organisational security measures

3. Information We Collect

We collect information directly from you, from your use of our website and communication channels, and from third parties where necessary to provide services.

A. Personal Details
   • Full name and gender
   • Contact number and email address
   • Date of birth / age (when required for bookings)
   • Nationality
   • Government ID details (such as Aadhaar, PAN, Passport) only where required for bookings, regulatory compliance, or security purposes

B. Travel and Booking Information
   • Destination, chosen package, travel dates
   • Group size and co-traveller details
   • Accommodation and travel preferences
   • Special requests such as meal preferences or accessibility requirements, where provided

C. Payment Information
   • UPI, wallet, credit/debit card or other payment method details (processed via secure third-party payment gateways; full card data is not stored by us)
   • Transaction IDs, payment status, and billing information

D. Technical and Device Data
   • IP address, browser type, device type and operating system
   • Pages visited, time spent, and interactions on the website
   • Cookies, pixels, and similar tracking identifiers used for functionality, analytics, and (where applicable) marketing

E. Communication Records
   • WhatsApp or chatbot messages
   • Emails exchanged with our support and sales teams
   • Call details or call summaries (where you voluntarily share this information or where we maintain call logs for quality and dispute resolution)

4. How We Use Your Information

Your information is processed only for lawful and specific purposes, including:

Booking and trip management
   • Processing enquiries, confirming reservations, issuing vouchers, and planning itineraries
   • Managing co-traveller information and special requirements

Operational support
   • Coordinating with hotels, transport providers, activity partners, and other vendors
   • Handling changes, cancellations, refunds, and customer support queries

Payments and fraud prevention
   • Processing payments through secure gateways
   • Maintaining transaction records for accounting, reconciliation, and fraud detection

Communication and support
   • Sending booking confirmations, itineraries, reminders, alerts, and important service updates
   • Responding to your enquiries and support requests

Website performance and improvements
   • Analysing user behaviour to improve navigation, content, and user experience
   • Diagnosing technical issues and maintaining service quality

Marketing and promotions (with choice to opt out)
   • Sending newsletters, offers, festival campaigns, and personalised travel suggestions
   • Conducting surveys, feedback forms, and review requests

Legal, regulatory, and safety purposes
   • Complying with applicable laws, regulations, and tax requirements
   • Handling complaints, disputes, and legal claims
   • Protecting the safety and security of travellers, staff, and partners

5. Cookies and Tracking Technologies

Our website uses cookies and similar tracking technologies to:
   • Remember your preferences and enhance booking experience
   • Improve site performance and functionality
   • Understand traffic, usage patterns, and campaign performance
   • Personalise content and suggestions where applicable

Most browsers allow you to manage or disable cookies through settings. However, disabling certain cookies may impact some features or functionality of the website.

6. Sharing and Disclosure of Information

Experiana Trails does not sell or rent your personal information to third parties. Information is shared only when necessary and for legitimate purposes, such as:

A. Trusted Travel and Service Partners
   • Hotels, homestays, transport providers, guides, activity organisers, insurance providers, and other partners involved in delivering your travel experience
   • These partners receive only the data necessary to fulfil the requested service (for example, names, contact details, and booking details)

B. Payment Processors and Financial Institutions
   • Licensed payment gateways, banks, and payment service providers that process your transactions using encryption and secure standards

C. Technology and Support Service Providers
   • Hosting providers, analytics tools, communication platforms (such as email or WhatsApp integration providers), CRM and customer support tools
   • These entities are bound by contractual obligations to protect your data and use it only for specified purposes

D. Regulatory and Legal Authorities
   • Government authorities, law enforcement agencies, courts, or regulators when disclosure is required by law, to respond to legal processes, or to protect our rights, users, or the public

We require all third-party recipients handling personal information on our behalf to maintain confidentiality and adopt appropriate security measures.

7. Data Storage, Retention, and Security

   • Your data is stored on secure systems and/or trusted cloud infrastructure with appropriate encryption and access controls.
   • Access to personal data is limited to authorised personnel on a need-to-know basis, subject to confidentiality obligations.
   • Data is retained only for as long as necessary for the purposes for which it was collected, or as required by applicable laws, accounting, and regulatory requirements.

While reasonable security measures are implemented, no system is completely immune to cyber risks. In the unlikely event of a data breach affecting your personal information, we will take appropriate remedial steps and, where legally required, notify affected individuals and relevant authorities.

8. Your Rights and Choices

Subject to applicable law, you may have the right to:
   • Request access to the personal data we hold about you
   • Request correction or updating of inaccurate or incomplete data
   • Request deletion of your data, or restriction of processing, where legally permissible
   • Withdraw consent for receiving promotional or marketing communications at any time (for example, by using unsubscribe options or contacting us)
   • Request information on how your data is used and with whom it is shared

To exercise these rights, please contact us using the details in Section 14. We may need to verify your identity before processing your request.

9. Privacy of Minors

   • Our services are not primarily directed at children below 16 years of age.
   • For minors travelling as part of a booking, consent of a parent or legal guardian is required.
   • If it is discovered that personal data of a minor has been collected without appropriate consent, reasonable steps will be taken to delete such information as soon as practicable.

10. Photos, Videos, and Testimonials

During trips or events, our team or authorised partners may capture photographs, videos, or testimonials. These may be used in:
   • Marketing materials, social media, website content, and promotional campaigns

You may opt out of such use by informing us:
   • Before the trip starts, or
   • At the moment of capture, or
   • By writing to us later and requesting that specific content featuring you not be used going forward (subject to technical and practical limitations for already published content).

Your privacy preferences with respect to media and testimonials will always be respected to the extent reasonably possible.

11. International / Cross-Border Data Transfers

   • For international travellers or trips outside India, your information may be shared with partners located in other countries for the purpose of fulfilling your bookings.
   • Where personal data is transferred outside India, reasonable safeguards are applied to ensure that recipients provide a comparable level of protection in line with applicable privacy principles and contractual obligations.

12. Legal Basis and Compliance

We process personal data only for lawful purposes, including:
   • Performance of a contract or steps taken at your request prior to entering into a contract (for example, travel bookings and related services)
   • Compliance with legal obligations (such as tax, accounting, and regulatory requirements)
   • Legitimate interests (such as service improvement, fraud prevention, and business administration), balanced against your privacy rights
   • Consent, where required for marketing communications, special categories of data, or other optional uses

We operate in accordance with Indian data protection laws, including the Digital Personal Data Protection Act, 2023 and the Information Technology Act, 2000, as applicable from time to time.

13. Changes to This Privacy Policy

This Privacy Policy may be updated periodically to reflect:
   • Changes in applicable law or regulatory guidance
   • Enhancements in our services, technology, or security practices
   • Business or organisational changes

The latest version of this Policy will always be available on our website. Material changes may be communicated via email, website notice, or other appropriate means.

14. Contact and Grievance Redressal

If you have any questions, concerns, or requests relating to this Privacy Policy or your personal data, or if you wish to exercise your rights, you may contact us at:

Address:
Experiana Trails Private Limited
502, Aadharshila Casato, Gandhi Path West,
Lalarpura, Vaishali Nagar,
Jaipur – 302012, Rajasthan, India

Email: [email protected]