Privacy Policy

Introduction

goSTOPS Hospitality Private Limited ("we", "us", "our" or "goSTOPS") values your privacy and is committed to protecting personal information relating to you ("you", "your" or "User"). Personal Data refers to information about you that can identify you, such as your name, email address, or phone number ("Personal Data"). This Privacy Policy explains what Personal Data we process, why we process it, how we use it, with whom we share your Personal Data, and your rights regarding your Personal Data. It describes how we handle your Personal Data when you interact with us via our website, the goSTOPS app, or the goCREW app, or when you otherwise interact, contact or transact with us.

This Privacy Policy should be read together with our Terms and Conditions, any product/service-specific agreements, and privacy notices provided when your Personal Data is collected. If there is a conflict between this Privacy Policy and a specific privacy notice, the terms of the specific privacy notice will prevail.

If you provide Personal Data or other information about someone other than yourself, or on behalf of an entity, organization, or body corporate, you confirm that you have the legal right, including consent where necessary, to provide the information for the specified purpose.

This Privacy Policy does not apply to our affiliates or partners, each of whom may have their own privacy policies. In situations where you interact with such partners, we strongly encourage you to review the applicable privacy policy for that particular site, service, or interaction.

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.

Where we collect your Personal Data from?

We may collect your Personal Data from several sources, including:

Personal Data you provide directly: This includes any Personal Data you share with us through our websites and/or the goSTOPS App, or other means, such as social media channel, or directly communicate with our customer support.
Personal Data we collect automatically: When you use our website or the goSTOPS App, we use automated means such as cookies and similar technologies to automatically collect certain technical and behavioural data about you, including your Personal Data, that helps us in improving your user experience.
Personal Data we receive from third parties: We may also receive data, including Personal Data, about you from external sources, such as our business partners, online travel agents, or third-party platforms. This includes third-party analytics service providers, marketing and advertisement service providers, and social media channels like Facebook, as well as other public sources/platforms (such as public database). We take steps to ensure that the information we receive from these third parties has been collected with your consent, or that these parties are otherwise legally permitted to disclose your Personal Data to us. We may also obtain information through our business partners or co-create datasets with them as part of our business operations. In some cases, we combine your Personal Data that we receive from multiple sources, including directly collected from you. This aggregated data is utilized for various purposes, including improving our services, improvement of user experience, and developing new offerings and services.

Who we share your data with?

We share your Personal Data, with third parties, in accordance with this Privacy Policy or as required by law. To clarify, we do not sell or otherwise disclose your Personal Data for unrelated purposes.

SL No.	Who	Why
1	Service Providers	We engage third-party service providers to perform various functions for us and support us in facilitating our services to you. These include providers of hosting, identity verification, storage, communication, and marketing. They process your data on our behalf and under contract.
2	Business Partners	In certain cases, we collaborate with trusted business partners (e.g., Franchise Partners, Marketing Partners) to offer services. They process data per our policy and contractual terms.
3	Our affiliate companies	We may share data within our corporate group to maintain, provide, or improve services. All affiliates follow our privacy practices.
4	Legal and regulatory processes	We may disclose your data to authorities (e.g., police, courts) if required by law, legal process, or to protect our rights, respond to legal requests, prevent fraud, or assess obligations. This includes: necessary to comply with applicable laws and regulations or directions of governmental authorities or law enforcement agencies, court judgments, decree or orders under any law in force; required to respond to a valid subpoena, warrant, or court orders; necessary to prevent, detect and prosecute any kind of fraudulent/illegal behaviour; to enforce our Terms and Conditions or other policies; needed to investigate and defend ourselves against claims or allegations; necessary to protect the rights and safety of goSTOPS, our customers, personnel or others; required by our auditors and legal advisors to assess our disclosure obligations and rights under this Privacy Policy; and as permitted or required by applicable law.
5	Corporate transactions / Change in control	If we are involved in a merger, acquisition, restructuring, or sale of assets, your Personal Data may be transferred as part of that transaction. Any recipient of your data will be obligated to protect it according to this Privacy Policy.
6	With your consent	If you give explicit consent or make a specific request, we may share your data with other parties for purposes not covered in this Privacy Policy.

How long do we keep your Personal Data?

We keep your Personal Data for as long as necessary for the activity for which it was collected and to fulfill the purposes outlined in this Privacy Policy. Once the data is no longer needed for these purposes or to meet legal, regulatory, or business requirements, we will securely delete it.

You may request deletion of your account information and Personal Data using our goSTOPS App which provides a seamless process for users to manage and delete their account information in compliance with privacy standards, Google Play Store and Apple App Store requirements. For deleting your account information and Personal Data from the goSTOPS App, by following the steps below:

Navigate to the 'Account' section within the goSTOPS app;
Select the option for 'Delete Account';
Follow the prompts to confirm the deletion of your account.

You may also request deletion of your account information and Personal Data by contacting and writing to us at hello@gostops.com.

Data deletion specifics:

Upon account deletion, all Personal Data, such as your name, email address, and phone number will be permanently removed from our records. Non-personal data (personally non-identifiable data), including but not limited to usage data and analytics, may be retained and used in an anonymized form that cannot be linked back to any individual.

Additional Information:

The account deletion process is immediate, but it may take a few days to ensure complete removal from all systems. You will receive a confirmation once your account and associated Personal Data have been fully deleted.

While we work to fulfil such deletion requests, we may need to retain certain Personal Data for a while longer for the following reasons:

to perform our contractual obligations to which you are subject, or to respond to your questions or provide necessary service or support;
to prevent fraud, resolve complaints, address inquiries, or exercise/defend legal claims, including providing evidence in legal proceedings;
to comply with legal obligations, exercise our rights, resolve disputes, or for security and safety reasons, as permitted under the law (such as adhering to applicable statutes of limitations or regulatory investigations).

We may also retain anonymized data, aggregated with other anonymized information, for analytics, research, or other business purposes.

Your rights

You have certain rights over your Personal Data:

Right to access information about your Personal Data: You can ask us for a summary of your Personal Data, the processing activity, and the recipients with whom we have shared your Personal Data, along with a description of the Personal Data we shared.
Right to seek correction and erasure of Personal Data: If you believe that the Personal Data we hold is inaccurate, incomplete or outdated, you can write to us. You may also request deletion of your data; however, in certain cases, we may need to retain it for legal or regulatory reasons (See Clause 5 above).
Right to grievance redressal: If you wish to file a grievance, you may contact our Data Protection Officer / Grievance Redressal Officer in accordance with this Privacy Policy. If your grievance remains unresolved, please be informed that you have the right to escalate it to the competent supervisory authority i.e., Data Protection Board.
Right to Nominate: You can designate another individual to exercise your rights under this Privacy Policy on your behalf, in the event of your death or incapacity.
Right to opt out: If we are processing your Personal Data based on your consent, you may withdraw your consent at any time. Should you do so, you may not be able to access some of our products or services. You may choose to opt out of receiving marketing communication from us.

To exercise any of these rights or seek further information, you can write to us at hello@gostops.com. We reserve the right to verify your identity before processing your request, and not to respond to complaints that we believe are manifestly false, unfounded, or frivolous. Additionally, these rights may be limited in certain cases, where we are legally required to process or retain your Personal Data.

How we protect your personal data?

We are committed to ensuring the security of the Personal Data we process, protecting it from unauthorized access, alteration, disclosure, or destruction. Based on the type and sensitivity of the data, we implement a variety of technical and organizational measures to safeguard your Personal Data from such loss, misuse, unauthorized disclosure, and alteration. We require our employees, agents, contractors, and third parties with access to your Personal Data to perform business functions, to process your Personal Data in accordance with this Privacy Policy. While we make every effort to protect your Personal Data, we understand that no system can guarantee complete security. If you have any concerns, need assistance, or suspect that your interaction with us is no longer secure, please contact us immediately using the instructions under the How to Contact Us section below.

Third Parties and Links

Our website, the goSTOPS App and/or our services may contain some links to external third-party websites and/or services. Such external third-party websites and/or services are not under our control. If you choose to use such linked third-party websites, services and/or products, the Personal Data shared with them will be governed by their own terms and privacy policies, and not this Privacy Policy. We are not responsible for such external third-party content, products, services and/or websites, including any subcontractors they may use. Accessing such content, products, services and/or websites, is at your own risk, and we recommend reviewing their privacy policies to understand how they manage your data.

Cookies and other tracking technologies

We use cookies and similar tracking technologies to enhance your experience on our website and other platforms, improve our services, and better understand how you interact with our content. Cookies are small data files stored on your device via your web browser based on your consent, when you access any of our platforms. These files help in ascertaining your preferences, track trends, and enable faster logins, among other purposes. They collect data such as your IP address, browser type, and device type (e.g., PC, smartphone), and identify your subsequent visits to our platforms and tailor our offerings and services more precisely to your interests. We utilize cookies to accumulate information on your use of the designated portions of our platforms and facilitate the analysis of our services, user engagement, and measurement of effectiveness of our marketing and promotional communications. For example, these cookies help us see which web pages on our website are popular or to run user surveys.

We use both session cookies and persistent cookies. Session cookies are deleted when you close your browser, while persistent cookies remain on your device until they expire or you delete them.

You can control how cookies are used through your browser or device settings, where you can disable or delete all or some cookies. However, disabling or rejecting cookies may limit your access to all or certain features of our website or services, for which we require the use of cookies.

Children's Privacy

The Website and the goSTOPS mobile application are not intended to be used independently by individuals below the age of eighteen (18) years. We do not knowingly collect, process, or store Personal Data of children directly through the Website or the goSTOPS App.

However, where a child accompanies a parent or legal guardian during a booking, stay, or use of our services, the parent or legal guardian may voluntarily provide limited Personal Data of the child, including identity or age-verification documents, as may be required for verification, safety, legal, or regulatory purposes. By submitting such information, the parent or legal guardian expressly consents to the collection, use, and storage of the child's Personal Data for the stated purposes.

If you are below 18 years of age, please do not provide any Personal Data to us directly without the involvement and consent of your parent or legal guardian.

Parents or legal guardians who believe that their child's Personal Data has been provided to us without their consent, or who wish to request access to or deletion of such Personal Data, may contact us using the details provided under the "How to Contact Us" section, subject to applicable legal and regulatory retention requirements.

How to contact us?

You may contact us to exercise your rights or for notifying discrepancies / raising grievances with respect to any content hosted on our website or the goSTOPS App, including but not limited to:

Violation of any legal rights (including copyright, trademark, privacy, etc.)
Offensive or harmful content
Misuse of personal data
Cybersecurity concerns
Non-compliance with the IT Act or relevant rules
Personal Data you provide to us or on any other aspect of this Privacy Policy

You may submit your complaint or grievance by contacting our Grievance Redressal Officer / Data Protection Officer as set out below:

Name: Vakil Khan

Email: hello@gostops.com

Address: goSTOPS Delhi, Gate no 3, 4/23-B, Asaf Ali Rd, opp. Metro Station, Chatta lal Miya, Delhi Gate, Daryaganj, New Delhi, Delhi, 110002

Grievance redressal timeline: As per the applicable laws, we aim to acknowledge your grievance or complaint within 24 hours and resolve it within 15 working days from the date of receipt.

Updates to this Privacy Policy

We reserve the right to modify, add, or remove portions of this Privacy Policy, at our sole discretion. We will make reasonable efforts to notify you of any material changes. Once the revised Privacy Policy is published on our website and/or other platforms, the changes will take effect immediately unless stated otherwise. Your continued use of our platforms, products and services after such update constitutes consent to the updated notice to the extent permitted by law. Please take the time to periodically review this Privacy Policy for the latest information on our privacy practices.