Privacy Policy

This Privacy Policy explains how Yovotrip Private Limited, operating the travel platform under the brand name YovoTrip / Yovo ("YovoTrip", "Yovo", "we", "us", or "our"), collects, uses, stores, shares, protects, and otherwise processes personal data when you access or use our website, mobile website, applications, booking services, customer support channels, payment flows, travel products, insurance-related options, emails, SMS, WhatsApp messages, or any other service made available by us.

This Privacy Policy applies to all users, customers, travellers, account holders, visitors, and persons who search, inquire, book, cancel, reschedule, modify, pay for, or use any travel-related service through YovoTrip.

By using YovoTrip, creating an account, searching for travel options, making a booking, submitting traveller details, contacting support, making a payment, or using any of our services, you acknowledge that your personal data will be handled as described in this Privacy Policy.

If you do not agree with this Privacy Policy, please do not use YovoTrip or submit personal data through our platform.

1. Who We Are

YovoTrip is an online travel platform that helps users search, compare, book, manage, cancel, reschedule, and support travel services such as flights, hotels, travel protection options, and other related travel services.

For the purpose of this Privacy Policy:

• "User", "you", or "your" means any person who accesses or uses YovoTrip.

• "Traveller" means any person for whom a booking is made, whether or not that person is the account holder.

• "Personal Data" means any data about an individual who is identifiable by or in relation to such data.

• "Travel Supplier" means an airline, hotel, inventory provider, travel service provider, insurance provider, fulfilment partner, or any other third party required to complete or support a booking.

• "Platform" means the YovoTrip website, mobile website, application, APIs, customer support channels, and related services.

2. Information We Collect

We collect only such information as is reasonably required to provide, manage, secure, improve, support, and comply with obligations relating to our travel services.

The type of information collected may vary depending on whether you are browsing, creating an account, making a booking, adding travellers, choosing insurance, requesting cancellation, seeking refund, using customer support, or interacting with our platform.

3. Account and Contact Information

When you create an account, log in, request support, or make a booking, we may collect:

• Full name

• Email address

• Mobile number

• Password or login authentication information

• Account preferences

• Saved traveller information, where you choose to save it

• Customer support communication details

• Billing or invoice-related details

• GST details where provided for invoicing

You may be able to browse certain parts of YovoTrip without creating an account. However, to complete bookings, manage trips, access support, receive refunds, download invoices, or use account-based services, certain information may be required.

4. Traveller and Passenger Information

When you make a booking for yourself or for others, we may collect details required to complete the booking and fulfil travel-related obligations, including:

• Traveller name

• Gender

• Age category or date of birth, where required

• Nationality, where required

• Passport details for international travel, where required

• Visa-related details, where applicable

• PAN, GSTIN, or tax-related details, where required for invoicing, regulatory, or travel compliance purposes

• Contact details of the lead traveller or booking contact

• Frequent flyer details, if provided

• Special service requests such as seat, meal, baggage, accessibility, or assistance preferences

• Nominee details, where travel insurance or protection products require such details

If you provide personal data of another traveller, including family members, employees, minors, or group travellers, you confirm that you are authorized to provide such information and that the relevant traveller has been informed that their data will be used for booking, fulfilment, payment, support, cancellation, refund, compliance, and related travel service purposes.

5. Booking and Travel Information

When you search, select, book, modify, cancel, reschedule, or manage a travel service, we may collect and process:

• Origin, destination, check-in, check-out, departure, arrival, and travel dates

• Flight, hotel, room, fare, class, segment, itinerary, and booking details

• Traveller count and passenger type

• Booking reference number

• PNR, ticket number, hotel voucher, confirmation number, or supplier reference

• Cancellation, refund, reschedule, modification, or service request details

• Fare rules, cancellation rules, refund rules, no-show rules, and supplier conditions

• Invoice, credit note, tax, service fee, and payment reconciliation details

• Customer support notes relating to bookings or disputes

6. Payment and Refund Information

Payments on YovoTrip are processed through a secure payment gateway. We may receive and store limited payment-related metadata necessary for booking, payment verification, refund, reconciliation, fraud prevention, dispute handling, accounting, and compliance.

This may include:

• Payment order ID

• Payment transaction reference

• Payment status

• Refund ID or refund reference

• Amount paid or refunded

• Payment mode category

• Payment timestamp

• Booking-payment mapping

• Failed, pending, authorized, captured, refunded, or disputed payment status

We do not store full card numbers, CVV, card PIN, net banking password, UPI PIN, or card authentication credentials.

YovoTrip, its employees, agents, or support teams will never ask you to share your card PIN, CVV, OTP, UPI PIN, net banking password, or wallet password. If anyone claiming to represent YovoTrip asks for such information, do not share it and report it to us immediately.

7. Insurance and Travel Protection Information

If you choose travel insurance, cancellation protection, refund protection, or any optional protection product, we may collect and share necessary information with the relevant insurance provider, protection partner, claim processing partner, or fulfilment partner.

This may include:

• Traveller details

• Trip details

• Booking details

• Contact details

• Nominee details, where required

• Policy selection and consent records

• Premium, coverage, claim, cancellation, or refund-related information

Insurance or protection products are optional unless clearly stated otherwise for a specific product or regulatory requirement. Your selection of such products may be governed by additional terms, policy wordings, exclusions, claim processes, and partner-specific conditions.

Please review the relevant policy wording, exclusions, claim process, and terms before purchasing any insurance or protection product.

8. Device, Technical, Log, and Usage Information

When you access YovoTrip, we may automatically collect certain technical and usage information, including:

• IP address

• Browser type and version

• Device type and operating system

• Device identifiers, where applicable

• Session identifiers

• Login and authentication logs

• Pages visited and actions performed

• Search and booking journey information

• Clickstream and navigation patterns

• Error, crash, and performance logs

• Security and fraud-prevention logs

• Approximate location derived from IP address or browser/device permissions, where enabled

We use this information to operate the platform, maintain security, detect misuse, prevent fraud, improve performance, troubleshoot errors, understand usage patterns, and enhance customer experience.

9. Location Information

We may use location-related information to improve search relevance, suggest nearby airports or hotels, detect fraud, provide region-specific content, calculate time-zone-sensitive information, or comply with legal and operational requirements.

Location may be derived from:

• Information you enter manually

• IP address

• Device or browser permissions, if you allow location access

• Booking origin, destination, or selected city

You can control device-level location permissions through your browser or device settings. Some features may not work properly if location permissions are disabled.

10. Communication Information

When you contact us or when we contact you, we may process:

• Emails

• SMS or WhatsApp messages

• Support tickets

• Complaint details

• Call notes

• Feedback

• Survey responses

• Chat or chatbot conversations

• Documents shared for support, dispute, refund, claim, or verification purposes

Where permitted by law, calls or conversations may be recorded or logged for quality, training, fraud prevention, dispute resolution, and compliance purposes.

11. Cookies and Similar Technologies

We may use cookies, pixels, tags, scripts, SDKs, local storage, session storage, and similar technologies to:

• Keep you signed in

• Maintain booking sessions

• Remember your preferences

• Improve page performance

• Help complete bookings

• Detect errors and fraud

• Understand platform usage

• Measure marketing effectiveness

• Personalize content or offers, where permitted

• Improve search, booking, and support experience

You can manage cookies through your browser settings. However, disabling cookies may affect login, booking flow, payment flow, saved preferences, and other platform functionality.

12. Why We Use Personal Data

We process personal data for the purposes described below.

12.1 To Provide Travel Services

We use personal data to:

• Search and display travel options

• Create and manage user accounts

• Process bookings

• Confirm reservations with travel suppliers

• Issue tickets, vouchers, confirmations, invoices, and credit notes

• Send booking, payment, cancellation, refund, and reschedule updates

• Manage special service requests

• Support trip insurance or protection products selected by you

• Provide customer service and dispute resolution

12.2 To Process Payments, Refunds, and Reconciliation

We use payment and booking information to:

• Initiate and verify payments

• Prevent duplicate payment or duplicate booking

• Confirm payment status

• Process refunds

• Reconcile payment, booking, invoice, credit note, and supplier records

• Handle chargebacks, disputes, failed payments, or refund failures

• Detect suspicious or fraudulent activity

12.3 To Communicate With You

We may contact you through email, SMS, WhatsApp, phone, in-app notifications, web notifications, or other channels for:

• Booking confirmations

• Payment updates

• Ticket or voucher delivery

• Cancellation and refund updates

• Reschedule updates

• Travel alerts

• Service changes

• Security alerts

• Account verification

• Customer support

• Legal or policy updates

Transactional and service-related communications may be sent even if you opt out of marketing communications.

12.4 To Comply With Legal, Tax, Accounting, and Regulatory Obligations

We may use personal data to:

• Generate GST invoices and credit notes

• Maintain tax, accounting, and audit records

• Comply with travel, aviation, hotel, insurance, payment, cyber security, consumer protection, or legal requirements

• Respond to lawful requests from courts, regulators, law enforcement, tax authorities, or government agencies

• Maintain records required for disputes, claims, refunds, chargebacks, and investigations

12.5 To Protect Users and the Platform

We may process data to:

• Secure accounts

• Prevent unauthorized access

• Detect fraud or misuse

• Investigate suspicious activity

• Enforce our terms

• Protect customer data

• Monitor security events

• Maintain audit trails

• Prevent abuse of refunds, cancellations, payments, coupons, or promotions

12.6 To Improve and Personalize Services

We may use data to:

• Improve search results

• Improve booking experience

• Improve customer support

• Fix technical issues

• Understand customer preferences

• Improve pricing display and service design

• Develop new features

• Measure platform performance

• Provide relevant offers, where permitted

12.7 Marketing and Promotional Communication

Where permitted by law or based on your consent, we may send:

• Travel deals

• Promotional offers

• Coupons

• Campaigns

• Loyalty updates

• Referral benefits

• Personalized recommendations

• Surveys or feedback requests

You may opt out of marketing communications at any time. Opting out of marketing will not stop important transactional, service, security, or legal communications.

13. Legal Basis and Lawful Grounds for Processing

We process personal data only for lawful purposes, including:

• To provide services requested by you

• To perform or support a booking or transaction

• To comply with legal obligations

• To protect legitimate interests such as security, fraud prevention, dispute resolution, and platform improvement

• Based on your consent, where consent is required

• For purposes permitted under applicable law

Where consent is required, we will seek consent through clear affirmative action, such as a checkbox, account setting, consent banner, or booking confirmation step.

14. Consent

By submitting personal data on YovoTrip, creating an account, making a booking, selecting optional services, or completing payment, you consent to the collection and processing of personal data for the purposes described in this Privacy Policy.

For booking-related processing, consent may include processing of:

• Your personal data

• Traveller details submitted by you

• Payment and refund metadata

• Booking details

• Support and dispute information

• Data required to fulfil travel, tax, payment, insurance, refund, cancellation, and regulatory obligations

Marketing consent, where collected, will be separate from booking consent and will not be pre-selected.

15. Withdrawal of Consent

You may withdraw consent by using available account settings or by contacting us.

Withdrawal of consent may affect our ability to:

• Complete or confirm bookings

• Provide tickets, vouchers, or invoices

• Process refunds, cancellations, or reschedules

• Provide customer support

• Manage insurance claims or protection benefits

• Maintain your account

• Meet legal or regulatory obligations

Withdrawal of consent will not affect processing already completed before withdrawal, nor will it prevent processing that is required for legal, tax, accounting, dispute resolution, fraud prevention, refund, chargeback, regulatory, or security purposes.

16. Sharing of Personal Data

We share personal data only where necessary for booking, fulfilment, payment, support, compliance, security, or platform operations.

We may share data with the following categories of recipients:

16.1 Travel Suppliers

We may share necessary traveller and booking information with airlines, hotels, travel inventory providers, booking fulfilment partners, transport providers, and other travel suppliers required to complete or support your booking.

Travel suppliers may process your data under their own privacy policies and terms. Please review the privacy policy and terms of the relevant airline, hotel, insurer, or service provider before using their services.

16.2 Payment Gateway and Financial Partners

We share limited information with payment gateways, banks, refund processors, fraud prevention systems, or financial partners as required to process payments, verify transactions, prevent fraud, process refunds, reconcile transactions, and handle disputes.

16.3 Insurance and Protection Partners

If you choose an insurance or protection product, we may share necessary traveller, booking, payment, nominee, and claim-related information with the relevant insurance provider, protection partner, claim processor, or support partner.

16.4 Communication and Support Providers

We may share limited information with email, SMS, WhatsApp, telephony, chatbot, ticketing, or customer support service providers to send booking updates, support messages, alerts, confirmations, and service communications.

16.5 Technology, Hosting, Analytics, and Security Providers

We may use trusted service providers for cloud hosting, infrastructure, data storage, monitoring, analytics, security, fraud detection, logging, and platform performance.

16.6 Professional Advisors and Auditors

We may share information with auditors, legal advisors, tax advisors, consultants, insurers, or other professional advisors where necessary for compliance, audit, risk management, claims, or legal purposes.

16.7 Government, Regulatory, or Law Enforcement Authorities

We may disclose personal data where required by law, regulation, court order, legal process, tax authority, cyber incident reporting requirement, consumer forum, law enforcement request, or government direction.

16.8 Business Transfers

If YovoTrip undergoes merger, acquisition, restructuring, investment, sale of assets, transfer of business, or similar corporate transaction, personal data may be transferred as part of such transaction, subject to appropriate safeguards and applicable law.

17. We Do Not Sell Personal Data

We do not sell your personal data to third parties.

We may share personal data with service providers, travel suppliers, payment partners, insurance partners, communication providers, or technology providers only for legitimate business, contractual, service fulfilment, compliance, security, or operational purposes.

We may use aggregated, anonymized, or non-identifiable information for analytics, reporting, product improvement, or business insights, provided such information does not identify you personally.

18. International Processing and Cross-Border Transfers

Travel services may involve airlines, hotels, insurers, booking partners, technology providers, or customer support providers located outside India.

Where necessary to provide a requested service, complete a booking, support travel, process payment, manage refunds, handle claims, or comply with legal obligations, personal data may be processed or transferred outside India.

We will take reasonable steps to ensure that such processing is done for legitimate purposes and with appropriate safeguards, subject to applicable law.

19. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, including booking fulfilment, account management, support, refund, cancellation, dispute resolution, fraud prevention, tax, accounting, audit, legal, and regulatory obligations.

Indicative retention approach:

When personal data is no longer required, we may delete, anonymize, securely archive, or restrict access to it in accordance with our internal retention and legal requirements.

20. Account Deletion and Data Erasure

You may request deletion of your account or personal data by contacting us.

Please note that deletion may not be immediate or complete where we are required to retain information for:

• Active bookings

• Refunds, cancellations, claims, or disputes

• Tax, accounting, audit, or legal obligations

• Fraud prevention

• Security investigations

• Chargebacks or payment disputes

• Regulatory requirements

Where complete deletion is not legally or operationally possible, we may restrict, archive, or anonymize data where appropriate.

21. Correction and Update of Personal Data

You are responsible for ensuring that the information you provide is accurate and up to date.

You may update certain account details through your account settings. For booking-related traveller details, corrections may be limited once a booking is created, ticketed, submitted to a supplier, or governed by airline/hotel/supplier rules.

You may contact us to request correction of inaccurate personal data. We may require verification before processing such requests.

22. Your Rights

Subject to applicable law, you may have the right to:

• Access information about personal data processed by us

• Request correction of inaccurate or incomplete data

• Request erasure of personal data, where legally permissible

• Withdraw consent, where processing is based on consent

• Raise a grievance

• Nominate another person to exercise your rights in the event permitted by applicable law

• Seek information about how your personal data is processed

To exercise these rights, please contact us using the details provided in this Privacy Policy.

We may verify your identity before responding to a request. Some requests may be refused or limited where permitted by law, especially where data is required for booking fulfilment, legal compliance, refund, cancellation, claims, dispute resolution, fraud prevention, or security purposes.

23. Children and Minors

YovoTrip is intended for use by adults who are legally capable of entering into transactions.

Where a booking includes a child or minor traveller, the information must be provided by a parent, legal guardian, or authorized adult. Such information will be used only for booking, travel fulfilment, support, insurance, compliance, refund, cancellation, and related service purposes.

We do not knowingly allow minors to create independent accounts or make bookings without appropriate adult authorization.

24. Sensitive Identifiers and Travel Documents

Certain travel services may require documents or identifiers such as passport number, PAN, GSTIN, visa information, or other travel-related documents.

We use such information only where necessary for:

• International travel

• Airline, hotel, immigration, or supplier requirements

• GST invoicing

• Travel insurance or claim processing

• Legal, regulatory, tax, or compliance purposes

• Customer support, dispute, cancellation, refund, or reschedule handling

Please do not upload or share documents unless specifically requested for a booking, claim, refund, support, or compliance purpose.

Where possible, sensitive identifiers will be masked, restricted, or protected through access controls.

25. Security Measures

We take reasonable technical and organizational measures to protect personal data, including:

• Secure transmission

• Access controls

• Authentication controls

• Role-based access where applicable

• Data masking where appropriate

• Logging and monitoring

• Security reviews

• Fraud detection

• Payment verification controls

• Restricted access to customer and booking information

• Secure handling of payment through a payment gateway

No online system can be guaranteed to be completely secure. You are responsible for protecting your login credentials and should immediately inform us if you suspect unauthorized access to your account.

26. Fraud and Safety Warning

To protect yourself from fraud:

• Do not share OTPs, passwords, card PINs, UPI PINs, CVV, or net banking passwords with anyone.

• YovoTrip will never ask for your card PIN, CVV, UPI PIN, net banking password, or wallet password.

• Be cautious of fake calls, emails, SMS, WhatsApp messages, or social media accounts claiming to offer refunds, discounts, upgrades, or cancellations.

• Use only official YovoTrip channels for booking, payment, cancellation, refund, or support.

• Report suspicious communication immediately to our support team.

27. User Reviews, Feedback, and Uploaded Content

If YovoTrip allows reviews, ratings, feedback, uploaded images, documents, or other user-generated content, such content may be visible to other users or used for service improvement, quality, dispute resolution, or support purposes, depending on the feature.

Please do not post sensitive personal data, confidential documents, financial information, or information about others unless necessary and authorized.

We may moderate, remove, or restrict content that violates law, our terms, privacy rights, intellectual property rights, or platform safety rules.

28. Third-Party Websites and Services

YovoTrip may contain links to airline websites, hotel websites, insurance documents, payment pages, travel supplier pages, map services, review platforms, or other third-party websites and services.

This Privacy Policy does not apply to third-party websites or services. Their privacy practices may differ from ours. Please review the privacy policy and terms of each third party before using their services or sharing information.

29. Social Login and Third-Party Account Connections

If YovoTrip offers login or account connection through third-party services such as Google, Apple, or social platforms, we may receive information permitted by your settings with that third party, such as name, email address, profile information, or authentication token.

Your use of such third-party login or connection features is also governed by the privacy policy of the relevant third party.

30. Marketing, Offers, and Opt-Out

We may send promotional communication only where permitted by law or based on your consent or preferences.

Promotional communication may include:

• Travel deals

• Offers and discounts

• Loyalty updates

• Referral campaigns

• New service announcements

• Personalized recommendations

• Surveys and feedback requests

You may opt out by using unsubscribe options, account settings, or by contacting us.

Even after opting out of marketing, you may continue to receive transactional, service-related, security, legal, booking, payment, refund, cancellation, or account communications.

31. Automated Processing and Personalization

We may use automated systems to improve search results, detect fraud, personalize content, recommend travel options, identify suspicious activity, prevent misuse, and improve platform performance.

Such processing is used to support legitimate platform operations, service delivery, security, fraud prevention, customer experience, and business improvement.

We do not use your personal data for unrelated automated decisions that produce legal or similarly significant effects without appropriate safeguards, where required by law.

32. Business and Corporate Travel Users

If you use YovoTrip through an employer, organization, corporate account, business travel program, or authorized representative, relevant booking and account information may be shared with that organization or its authorized administrators, subject to the applicable arrangement.

Such information may include traveller details, booking details, invoices, payment status, cancellation status, refund status, travel history, and support records relevant to the corporate account or business travel program.

33. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in law, business operations, services, technology, security practices, or regulatory requirements.

The updated version will be posted on YovoTrip with the "Last Updated" date. Where required, we may notify users through website notice, email, SMS, in-app notice, or other appropriate means.

Your continued use of YovoTrip after an update means you acknowledge the updated Privacy Policy.

34. Contact for Privacy Requests

For privacy-related questions, data access requests, correction requests, erasure requests, consent withdrawal, or privacy complaints, you may contact:

35. Grievance Officer

For customer grievances, booking disputes, refund issues, privacy complaints, unresolved support matters, or other concerns, you may contact:

Acknowledgement Timeline: Within 48 hours

Resolution Timeline: Within 5-15 days, subject to complexity, supplier dependency, investigation, and applicable law

36. Legal Entity Details

YovoTrip is operated by:

37. Consent Statement for Booking Flow

Before completing a booking or payment, users may be required to confirm:

Marketing consent, if requested, will be separate and optional.