2. What data do we process and why?
We process your data when you interact with us through our website, the goSTOPS app, or the goCREW app, or when you otherwise interact, contact or transact with us. The data that we process depends on the activity and the purpose for which the data is used. Here is an activity-wise description:
2.1 When you use the goSTOPS website or goSTOPS App
When you use our website or the goSTOPS App, for making a reservation, signing up for newsletter, or for contacting us, we may collect and process the following Personal Data:
- Full name, email address, and phone number
- Residential or billing address
- Payment information
- Location data
- IP address, device and browser information
- Information about you, such as pages visited, time spent, links clicked
- Identity Cards (such as Voter ID, Passport and OCI Card)
We process your Personal Data for the following purposes:
- To enable booking, payment, and confirmation of your stay;
- To verify your identity and maintain your account;
- To provide customer support;
- To communicate offers, promotions, and service updates;
- To personalize user experience;
- To ensure technical functionality and secure the platform;
- To comply with applicable laws and respond to legal requests.
When you visit our website or the goSTOPS App, we may process certain technical and behavioural data via automated means, such as cookies, pixels, tags, web beacons, embedded scripts, goSTOPS App, and similar technologies. For more details on our use of cookies and tracking technologies, please see the ‘Cookies and Other Tracking Technologies’ section below. Typically, the information collected via automated means includes:
- Your IP address, browser type, device operating system, referring website, general geographic location (based on IP address), web-browsing behaviour, and interactions with our website and/or the goSTOPS App (e.g., pages or screens accessed, duration of visits, activity on a page or screen, access times, and length of access); and
- To the extent you have consented, we may collect your precise location data.
We use this data for:
- Administering our website and the goSTOPS App, including internal operations like updating, testing, securing, and troubleshooting;
- Conducting data analysis and monitoring usage trends to improve and develop our services;
- Customizing your experience by remembering preferences such as language and region, and displaying personalized content on our websites and platforms;
- Verifying your identity and fulfilling your requests for services on our websites and goSTOPS App;
- Aggregating Personal Data on an anonymous basis with other data for various purposes;
- Collecting statistics on your usage and interactions with our websites and goSTOPS App, as well as gathering feedback on our services;
- Improving our services to provide you and others with a better user experience;
- Maintaining and protecting the security of our offerings, services, website and the goSTOPS App, while preventing and detecting security threats, fraud, and other criminal or malicious activities;
- Cooperating with public authorities, courts, regulatory bodies, and supervisory authorities as required by law, responding to legal requests, resolving disputes, managing risks, seeking legal advice, enforcing our policies and contractual terms, and protecting our business and platforms.
2.2 When you contact us to raise a grievance or complaint
When you contact our support team via email or call, to raise issues or inquiries, we process:
- Full Name, Contact information such as email address and phone number;
- Booking ID or Order ID;
- Details of the issue or complaint or nature of the grievance (including reasons for the complaint or grievance, supporting documents, or links/URLs or description of content in question);
- Communication logs (including call recordings where permitted);
- Declaration stating that the information provided by you is accurate and you are the rightful claimant.
We collect the above information for the following purposes:
- For verifying your identity;
- To verify a valid booking or order;
- To address and resolve your complaints or requests;
- To contact you via email, SMS or text message or through social media (e.g. WhatsApp) and providing you with the requested information, or resolution to your raised grievance or complaint;
- To improve our services; and
- To comply with legal obligations, cooperating with public authorities, courts, tribunals, regulatory bodies and supervisory authorities as required by law, responding to legal requests, resolving disputes, managing risks, seeking legal advice, enforcing our policies and contractual terms, and protecting our business and platforms.
2.3 When you interact with us through any marketing communication
You may consent to subscribe to, or engage with our marketing communications (e.g., marketing newsletters, telemarketing calls, SMS or push notifications, news or events relating to our services) through various channels, including our website or goSTOPS App, social media channels (e.g. WhatsApp), social media pages advertisements on third-party platforms, or interactions with our customer support. We process the following Personal Data to send you marketing communications:
- Information you provide while subscribing to our marketing communications, such as name, email, address, telephone number, company (if applicable), and location data, as necessary to send commercial communications to you;
- Information about your interactions with our website or goSTOPS App, to see what services interest you.
We collect your personal data for the following purposes:
- To provide you with marketing communications, or if you are an enterprise customer, to share relevant commercial opportunities;
- To contact you via email, SMS or text, social media (e.g. WhatsApp) and provide you such marketing communication;
- To gather feedback and analyse the effectiveness of our marketing efforts, targeted advertisements, and surveys;
- To improve our services and provide you and others with better user experience; and
- To personalize our communications with you
2.4. When you interact with us for any promotional offers / campaigns
We run various promotions, such as cashbacks, referrals, or coupon promotions, either through the goSTOPS website or goSTOPS App, or through third-party platforms. To verify your eligibility for these offers and promotions, we collect the following Personal Data:
- Full name, email address, postal address, date of birth, telephone number, and location data, as necessary to verify your identity and send promotional communications;
- Profile information linked to a particular social media platform to confirm your identity;
- Data collected through promotional activities, such as commercial information (e.g., interests, location, and voice recordings to the extent permitted legally), and voluntary information you provide to participate in our promotional campaigns.
We collect and process your Personal Data for:
- verifying your identity to allow you to participate in our promotional campaigns or offers;
- administering the promotions and deliver on the associated contractual terms;
- contacting you via email, SMS or text message, phone, or social media (e.g., WhatsApp) to provide you updates in relation to our promotional offers;
- gathering feedback on our properties and services, and to administer surveys to analyse our compliance with internal policies;
- improving our services to provide you and others with a better user experience;
- cooperating with public authorities, courts, tribunals, regulatory bodies and supervisory authorities as required by law, responding to legal requests, resolving disputes, managing risks, seeking legal advice, enforcing our policies and contractual terms, and protecting our business and platforms.
2.5. When you engage with us on social media platforms
When you interact with us on social media (e.g. sharing comments on posts of our official page on any social media platform), we may process your Personal Data publicly available on these platforms. This includes:
- Your full name or username (as displayed on the social media platform), your profile picture (if publicly available), country (if indicated on your profile) and any other information publicly available on social media platform; and
- Any comments or content you post publicly regarding us.
We process such data (which may include your Personal Data), for the following purposes:
- responding to your comments and posts about our properties and services;
- gathering feedback on our services and analysing the effectiveness of our social media posts and advertisements;
- utilizing content you post publicly regarding us in promotional activities;
- improving our services to provide you and others with a better user experience;
- administering marketing communications, surveys and promotional offers;
- analysing trends relating to our services and developing new services accordingly;
- cooperating with public authorities, courts, tribunals, regulatory bodies and supervisory authorities as required by law, responding to legal requests, resolving disputes, managing risks, seeking legal advice, enforcing our policies and contractual terms, and protecting our business and platforms.
2.6. When you apply for a job with us
When you interact with us about job openings at goSTOPS through our website’s ‘Careers’ section, we collect the following Personal Data:
- Contact details (such as full name, email address, phone number, country of residence, home address, and other contact information);
- Data about your qualifications and other documentation (such as education history, work experience); and
- Data required to conduct background or employment checks in accordance with the applicable law, and data about your job preferences.
We use this information for the following purposes:
- Communicating with you regarding your interest with us or for your job application;
- Verifying your data, including background checks for employment purpose, in accordance with applicable law;
- Cooperating with public authorities, courts, tribunals, regulatory bodies and supervisory authorities as required by law, responding to legal requests, resolving disputes, managing risks, seeking legal advice, enforcing our policies and contractual terms, and protecting our business and platforms.
