Privacy Policy

We value the trust you place in us and recognize the importance of secure transactions and information privacy. This Privacy Policy describes how Cleartrip Private Limited (collectively referred to as “Cleartrip”, “us”, “our” or “we”), its affiliates and group companies, who provide travel related services and leisure activities (“Services”) collect, use, share or otherwise process your personal information through the websites www.cleartrip.com; agency.cleartrip.com; www.agentbox.com; ooo.cleartrip.com; deals.cleartrip.com; www.cleartripforbusiness.com; corporate.cleartrip.com and its sub-domains; mobile application and m-site (hereinafter, collectively referred to as “Booking Platform”).

By visiting the Booking Platform, providing your information or availing our Services offered on the Booking Platform, you expressly agree to be bound by the terms and conditions of this Privacy Policy, the Terms of Use and any applicable Services’ terms and conditions. Your personal information will be primarily stored and processed in India and may have data protection laws that are different from those that apply in the country in which you are located. By using the Booking Platform and our Services, you consent to the transfer of information outside of your country of residence. If you do not agree to the Terms of Use or terms of this Privacy Policy, please refrain from accessing our Booking Platform or using our Services.

We encourage you to read this Policy carefully, and to regularly check this page to review any changes we might make.

Collection

We may collect your personal information directly from you (e.g., when you visit our Booking Platform); in course of our relationship with you (e.g., if you utilize travel services); when you make your personal information public (e.g., if you make a public post about us on social media); when you download, install or use any of our Services. We may also receive information about you from third parties (e.g., our travel partners). We may also create information about you, such as records of your interactions with us or combine data you have provided to us with data obtained from third parties such as social networks and other data collection entities. Cleartrip is not responsible for personal information you volunteer about yourself in the public domains. This Privacy Policy does not cover the practices of third parties who may provide information about you to Cleartrip. Some of the information that we may collect includes but is not limited to:

Information provided to us during sign-up/registering or using our Booking Platform such as your username or login details; e-mail id; contact number(s)
Booking information which includes information about your travel, Trip ID, PNR details, bookings, co-passengers, travel preferences etc.
Demographic information such as gender, nationality, age/date of birth
Location information that describes the precise geographic location of your device
Purchase and payment related information such as records of travel services purchases and prices; invoice records; payment records; payment method; cardholder or account-holder name; payment amount; and payment date
Data either created by you or by a third party and which you wish to store on our servers such as image files, documents etc.
Information related to any of your co-passengers or any other traveler(s) for whom you have made a booking using the Booking Platform. In such a case, you must confirm and represent that each of the other co-passengers or traveler(s) for whom a booking has been made, has agreed to have the information shared by you disclosed to us and further be shared by us with the concerned service provider(s)
Some sensitive personal information such as your health information or Covid 19 vaccination status or certificate in case you wish to avail any services that requires us to process the certificate/vaccination status or other such similar information strictly required in order to ensure safety from the spread of communicable diseases as required under the local regulatory requirements
Any other information that you may share with us or collected from you while you visit, access or use our Booking Platform or contact us for query resolution (e.g., the type of device you are using, I.P address, the internet service provider, browsing history, device identity, mobile operator, WI FI Connection, service set identifier (“SSID”), International Mobile Subscriber Identity (“IMSI”), and International Mobile Equipment Identity etc.)

If you enroll into our loyalty program or participate in third party loyalty program offered by us, we will collect and store your personal information such as name, contact number, email address, communication address, date of birth, gender, zip code, lifestyle information, demographic and work details which is provided by you to us or a third-party business partner that operates platforms where you can earn loyalty points for purchase of services or offerings, and/or also redeem them. We will also collect your information related to your transactions on Booking Platform and such third-party business partner platforms. When such a third-party business partner collects your personal information directly from you, you will be governed by their privacy policies. We shall not be responsible for the third-party business partner’s privacy practices or the content of their privacy policies, and we request you to read their privacy policies prior to disclosing any information.In general, you can browse the Booking Platform without telling us who you are or revealing any personal information about yourself. Once you give us your personal information, you are not anonymous to us. Where possible, we indicate which fields are required and which fields are optional. You always have the option to not provide information, by choosing not to use a particular service or feature on the Booking Platform.Our primary goal in collecting your personal information is to provide you a safe, efficient, smooth, and customized experience. This allows us to provide services and features that most likely meet your needs, and to customize our Booking Platform to make your experience safer and easier. Furthermore, the information we collect will strictly be used for legitimate, business, contractual and lawful purposes only.If you receive an email, a call from a person/association claiming to be from Cleartrip seeking sensitive personal information like debit/credit card PIN, net-banking or mobile banking password, we request you to never provide such information. We at Cleartrip or our partners do not at any time connect with you requesting for such information. If you have already revealed such information, report it immediately to an appropriate law enforcement agency.

Use

We use your personal information to provide the Services you request. Some of purposes for which we use your information are:

Provide you with the requested services, such as creating a user account, processing and confirming your reservation, and communicating with you about services requested (e.g., query resolution, regarding the feedback, etc.)

Analyze your travel or booking interests and provide promotional, special offers, coupons, etc.

Send communications related to your transactions, bookings, etc.; or send any updates to your bookings using emails, text messages, instant messaging platforms such as WhatsApp, Telegram, etc.

Send verification emails to ensure your identity

Send you marketing communications about products and services that may be relevant to you

Scan voice systems for quality and monitoring purposes or for improving our security levels

Conduct surveys or provide you with information about our Services on our Booking Platform.

Maintain and improve the Booking Platform, tailor the user experience, and for internal training

Protect your information and the Booking Platform

Manage our IT systems i.e., identification and mitigation of fraudulent activity; compliance with applicable law; and improving our Services

Exercising a right or obligation conferred or imposed by law, including responding to request and legal demands

We will ask for your permission wherever required to allow us access to SMS, contacts in your directory, camera, photo gallery, location and device information: (i) to send communication regarding your orders or other products and services; (ii) enhance your experience on the platform and provide you access to the products and services offered on the Booking Platform. You understand that your access to Services may be affected in the event permission is not provided to us. We will occasionally ask you to complete surveys conducted either by us or through a third- party market research agency. These surveys may ask you for personal information, contact information, gender, date of birth, demographic information (like pin code, age or income level) attributes such as your interests, household or lifestyle information, and other such information that you may choose to provide. The survey may involve collection of voice data or video recordings. Participation in these surveys is purely voluntary in nature. We use this data to tailor your experience at our Booking Platform, providing you with content that we think you might be interested in and to display content according to your preferences. By sharing this information with us or by participating in such surveys, you consent us in processing your personal information.

We use data collection devices such as "cookies" on certain pages of the Booking Platform to help analyze our web page flow, measure promotional effectiveness, and promote trust and safety. "Cookies" are small files placed on your hard drive that assist us in providing our services. We store page views, clicks and search terms used for ad personalization targeting separately from your personal information. We can’t identify you personally through the use of these cookies, but third parties who provide these cookies may be able to. We offer certain features that are only available through the use of a "cookie". We also use cookies to allow you to enter your password less frequently during a session. Cookies can also help us provide information that is targeted to your interests. Most cookies are "session cookies," meaning that they are automatically deleted from your hard drive at the end of a session. You are always free to decline/delete our cookies if your browser permits, although in that case you may not be able to use certain features on the Booking Platform and you may be required to re-enter your password more frequently during a session. Additionally, you may encounter "cookies" or other similar devices on certain pages of the Booking Platform that are placed by third parties. We do not control the use of cookies by third parties. We use cookies from third-party partners such as Google Analytics for marketing and analytical purposes. Google Analytics helps us understand how our customers use the site. You can read more about how Google uses your personal information here:https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here:https://tools.google.com/dlpage/gaoptout. You can control the use of cookies at the individual browser level, but if you choose to disable cookies, it may limit your use of certain features or functions on the Services. Please see our Cookie Policy for more information, including a more in-depth explanation of what cookies are, the different types of cookies used on the Services, and how to change or delete them.

Please see our Cookie Policy for more information

Lawful basis for processing your personal information

We may process your personal information where:

You have given your consent (this legal basis is only used in relation to processing that is entirely voluntary, it is not used for processing that is necessary for meeting our obligations, required under applicable law or for legitimate interests)
Processing is necessary for a contract between you and us or for legitimate interests
Processing is required by applicable law
Processing is necessary for prompt action, such as in events of medical emergencies, disasters, and breakdowns of law and order
Processing is necessary for reasonable purposes, such as whistleblowing, mergers and acquisitions etc.
Processing is necessary for legal purposes or where we have a valid and legitimate interest in processing.

Sharing

We may share/disclose your personal information internally with our group companies or with other third parties and affiliates to provide you access to products and services offered by them. These entities and affiliates may market to you as a result of such sharing unless you explicitly opt-out.

Some of the instances where we may share your personal information are:

With any relevant third-party service providers such as an airline, hotel, activity service provider(s) who provide the end services who may contact you additionally in relation to the services you have requested. You should review their Privacy Policy and Terms of Use before sharing any information with them to understand how they process your personal information
With our data processors who provide storage and other related services to you on our behalf such as cloud service providers, payment gateways, customer service providers, survey distributors or any other third-party for the purposes of prevention, detection mitigation, and investigation of fraudulent or illegal activities related to our Services or prosecution of criminal offences or the execution of criminal penalties, including safeguarding against and the prevention of threats to public security, compliance with our legal obligations, enforcement of our user agreement, facilitate our marketing and advertising activities.
With your consent we may liaise with third party advertising service companies for online behavioral advertising or otherwise, and perform related services when you use our Services. Often, these third-party advertising companies employ cookies and other technologies to measure the effectiveness of websites, applications and to understand the booking behavior of the user. We also engage third party providers to assist with the segmentation of this data.
With outside professional advisors (such as accountants, auditors, or lawyers), subject to binding contractual obligations of confidentiality.
With our group companies or affiliates who need to know or have access to such information in relation to provisioning of Services.
With government agencies or other authorized law enforcement agencies if required to do so by law or in the good faith belief that such disclosure is reasonably necessary to respond to subpoenas, court orders, or other legal process.
With any relevant third-party acquirer(s), in the event that we sell or transfer all or any relevant portion of our business or assets (including in the event of a reorganization, dissolution or liquidation). Should such a transaction occur, that other business entity (or the new combined entity) will be required to follow this privacy policy with respect to your personal information.
We adhere to appropriate security measures to protect your personal information while we share with them for processing. Further, wherever applicable, we bind these third parties with appropriate agreements and require them to process your personal information only for specific purposes along with confidentiality and with appropriate security measures.
When you use a co-branded service (a service operated with a partner of Cleartrip), or register or otherwise provide information on a co-branded site, you grant us permission to pass the collected information back to that partner, which may include third party service providers whose services are embedded into and/or appear within the Services.
We may share your information with our partners such as your name, email, or other identifier. Our partners may also: (i) collect information directly from your device, such as your IP address, device ID, advertising ID, and information about your browser or operating system; (ii) combine user information about you received from Cleartrip with information about you from other sites or services; and (iii) place or recognize a unique cookie on your browser.

Due to the international nature of our business and in connection with the purposes set out in this Privacy Policy, we may share your personal information internationally with Cleartrip Group of companies, such as Cleartrip Private Limited; Cleartrip MEA FZ LLC, Flyin Private Limited, and to other third parties located in countries that may have different laws and data protection compliance requirements to those that apply in the country in which you are located. We would ensure appropriate security measures while we transfer these information.

Links to other sites

The scope of this Privacy Policy is limited to the Booking Platform. Our Booking Platform may provide links to other websites. If you are accessing any other third-party websites or applications, please refer to their respective privacy policies to understand how they process your personal information.Please see our Cookie Policy for more information

Security precautions

To protect your personal information from unauthorised access or disclosure, loss or misuse we have adopted reasonable security practices and procedures in line with industry standards. Whenever you change or access your account information, we offer the use of a secure server. The transmission of information is not completely secure for reasons beyond our control. We adopt industry standard security measures and keep updating our systems from time to time to protect your personal information against any hacking or virus dissemination. However, by using the Booking Platform, the users accept the security implications of data transmission over the internet and the world wide web which cannot always be guaranteed as completely secure, and therefore, there would always remain certain inherent risks regarding use of the Booking Platform. Users are responsible for ensuring the protection of login and password records for their account. We are not responsible for any breach of security occurring on a third-party platform that you may decide to transact with.

Use of children information

Use of our Booking Platform is available only to persons who can form a legally binding contract under the Indian Contract Act, 1872. We do not knowingly solicit or collect personal information from children under the age of 18 years. If you have shared any personal information of children under the age of 18 years, you represent that you have the authority to do so and to permit us to use the information in accordance with this Privacy Policy.

Data retention

We retain your personal information for a period no longer than is required for the purpose for which it was collected or as required under any applicable law. Online data related to online behavioral advertising is kept by Cleartrip for not more than 365 days after which it will expire, subject to certain conditions. However, the 365 days period may commence again if the same user subsequently visits or interacts with an ad, email, the Services or a channel. We may retain data related to you if there is a legal obligation to retain the data; if required to comply with any applicable statutory or regulatory retention requirement by law; if we believe it may be necessary to prevent fraud or future abuse; to enable Cleartrip to exercise its legal rights and/or defend against legal claims; or for other legitimate purposes. We may continue to retain your data in anonymized form for analytical and research purposes.

Your rights

We take every reasonable step to ensure that your personal information that we process is accurate and, where necessary, kept up to date, and any of your personal information that we process that you inform us is inaccurate (having regard to the purposes for which they are processed) is erased or rectified. You may access, correct and update your personal information directly through the functionalities provided on the Booking Platform. You may delete certain non-mandatory information or delete your user account by logging into our website and visiting profile and settings sections. You can also write to us at dpo@cleartrip.com to assist you with these requests.

Consent

By visiting our Booking Platform or by providing your information, you consent to the collection, use, storage, disclosure and otherwise processing of your information (including sensitive personal information) on the Booking Platform in accordance with this Privacy Policy. If you disclose to us any personal information relating to other people or make booking on their behalf, you represent that you have the authority to do so and to permit us to use and share the information in accordance with this Privacy Policy.

You, while providing your personal information over the Platform or any partner platforms or establishments, consent to us (including our other corporate entities, affiliates, partners, technology partners, marketing channels, business partners and other third parties) to contact you through SMS, instant messaging apps, call and/or e-mail for the purposes specified in this Privacy Policy.

You have an option to withdraw your consent that you have already provided by writing to us at dpo@cleartrip.com. Please mention “for withdrawal of consent” in your subject line of your communication. We will verify such requests before acting on our request. Please note, however, that withdrawal of consent will not be retroactive and will be in accordance with the terms of this Privacy Policy, related terms of use and applicable laws. In the event you withdraw consent given to us under this Privacy Policy, may hamper your access to the Booking Platform or restrict provision of our Services for which we consider such information to be necessary.

Choice/Opt-Out

We provide all users with the opportunity to opt-out of receiving non-essential (promotional, marketing-related) communications from us on behalf of our partners, and from us in general, after setting up an account. If you do not wish to receive promotional communications from us then please unsubscribe by clicking on the unsubscribe link in the email or write to us at dpo@cleartrip.com

Advertisements on Platform

We use third-party advertising companies to serve ads when you visit our Platform. These companies may use information (not including your name, address, email address, or telephone number) about your visits to this and other websites in order to provide advertisements about goods and services of interest to you. You have the option to opt-out from tracking personalized advertising using the “Opt out of Ads Personalization” settings using your device's settings application. Cleartrip will have no access to your GAID once you select this feature.

Changes to this privacy policy

Please check our Privacy Policy periodically for changes. We may update this Privacy Policy to reflect changes to our information practices. We will alert you to significant changes by posting the date our Privacy Policy got last updated, placing a notice on our Booking Platform, or by sending you an email when we are required to do so by applicable law. Your continued access to or use of any of the Services shall be deemed your acceptance of the Privacy Policy.

If you have a query, concern, or complaint in relation to collection or usage of your personal information under this Privacy Policy, please contact us at dpo@cleartrip.com

Grievance Officer

In accordance with Information Technology Act 2000 and rules made there under, the name and contact details of the Grievance Officer are provided below:

David Lima

Asst. Manager - Consumer Grievances

Cleartrip Pvt Ltd,

Embassy Tech Village, Tower A, Outer Ring Rd,

Devarabeesanahalli, Bellandur, Bengaluru, Karnataka 560103

Email ID - wecare@cleartrip.com

(Please mention your Trip ID while sending an email)

For any Trip ID related services, log on to www.cleartrip.com/support or call Customer Care No : +91-9595333333 (24 X 7) along with your Trip ID.