Privacy Policy

1. Introduction

This Privacy Policy explains how OpenYatra Pvt. Ltd. (“OpenYatra”, “we”, “us”) collects, uses, shares, and protects your information when you use the OpenYatra website (openyatra.com) and the OpenYatra mobile application (Android package com.nectardigit.openyatra) (together, the “Services”). OpenYatra is a travel marketplace for booking treks, hotels, homestays, tours, and activities across Nepal. By using the Services you agree to this Policy.

2. Information You Provide to Us

• Account information: your name, email address, phone number, password, preferred language, and country.
• Profile photo: an optional avatar image you upload.
• Booking details: travellers’ names, contact details, dates, and preferences needed to complete a reservation.
• Identity documents (partners/operators only): KYC documents such as a passport, national ID, business licence, or tax certificate submitted for verification.
• Bank/payout details (partners only): account name, number, and bank information used to settle payouts.
• Communications: messages you send to operators or support through in-app messaging, reviews, and support emails.

3. Information Collected Automatically

• Device and technical data: device model, operating system, app version, IP address, and a Firebase push notification token.
• Usage data: searches, listings and screens viewed, wishlist/saved items, and interactions with features.
• Cookies (website only): essential cookies to keep you signed in, and analytics cookies (Google Analytics) to understand website usage. You can control cookies in your browser. The mobile app does not use third-party advertising or analytics SDKs.

4. Location Information

With your permission, the mobile app accesses your device location only while you are actively using the app (“while-in-use”) for two features: (a) checking in at a booked location using proximity, and (b) the Safety Hub, which can share your coordinates when you request help. We do not collect your location in the background, and the app functions without location if you decline the permission. You can revoke location access at any time in your device settings.

5. Payment Information

Payments are processed in Nepalese Rupees by our licensed payment provider, Khalti. Card, wallet, and bank credentials are entered on Khalti’s secure checkout — OpenYatra does not receive or store your card or wallet numbers. We retain a record of your transactions (amounts, status, and booking reference) to manage your bookings, invoices, refunds, and payouts.

6. How We Use Your Information

• To create and manage your account and verify your email/phone (one-time codes).
• To process bookings, payments, refunds, invoices, and partner payouts.
• To connect you with the operator you book with and enable messaging.
• To send booking updates, security alerts, and — with your consent — offers and reminders, by in-app, push, email, or SMS.
• To provide features such as AI trip planning, search, weather, price alerts, reviews, loyalty points, and the Safety Hub.
• To detect, prevent, and investigate fraud, abuse, and security incidents.
• To comply with legal, tax, and accounting obligations.

7. How We Share Information

We do not sell your personal data. We share it only as follows:

• Trek/hotel/tour operators: the traveller name and contact details necessary to fulfil a booking you make with them.
• People you message: the content you send through in-app messaging is shared with that operator or with support.
• Payment processor: Khalti, to process your payment.
• Service providers: Google Firebase Cloud Messaging (push notifications), Brevo (email delivery), Sparrow SMS (text messages), Cloudflare (security and content delivery), and our hosting provider — acting on our behalf under confidentiality obligations.
• Legal and safety: authorities where required by law, or to protect the rights, property, or safety of users and the public.
• Business transfers: in connection with a merger, acquisition, or sale of assets, subject to this Policy.

8. Data Retention

We keep your account information while your account is active. Booking, payment, invoice, and tax records are retained for the period required by Nepal’s financial and tax regulations. When you delete your account, your personal data is removed and any records we must retain for legal reasons are anonymized so they are no longer linked to you, then permanently purged once the retention period ends.

9. Deleting Your Account and Data

You can permanently delete your account and personal data at any time — in the app under Account → Delete Account, on the web, or by emailing us. We remove your name, email, phone, profile photo, bank details, and 2FA/social-login credentials, and deactivate your account.

Web deletion page: https://openyatra.com/account/delete · Email: [email protected]

10. Your Rights

Subject to applicable law, you may access, correct, or delete your personal information, request a copy of your data, object to or restrict certain processing, and withdraw consent (for example, for marketing) at any time. To exercise these rights, contact [email protected]. You may also manage notification preferences in the app and cookies in your browser.

11. Security

We protect your data with encryption in transit (HTTPS/TLS), hashed passwords, token-based authentication, access controls, and edge protection via Cloudflare. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work to protect your information and to notify you of significant incidents where required.

12. Children’s Privacy

The Services are intended for users aged 18 and over and are not directed to children. We do not knowingly collect personal information from anyone under 18. If you believe a minor has provided us information, contact us and we will delete it.

13. International Data Transfers

Your information is stored and processed on servers operated for OpenYatra and by the service providers listed above, which may be located outside Nepal. Where data is transferred internationally, we take steps to ensure it remains protected consistent with this Policy.

14. Changes to This Policy

We may update this Policy from time to time. We will post the updated version here with a new “Last updated” date and, where appropriate, notify you in the app or by email. Your continued use of the Services after an update means you accept the revised Policy.

15. Contact Us

For any privacy question or request, contact our Data Protection Officer at [email protected], or write to OpenYatra Pvt. Ltd., Thamel, Kathmandu, Nepal. General support: [email protected].