PRIVACY NOTICE
Travella Stays
A brand operated by Elixir Retails LLP
Effective date: 8 October 2026
1. Who handles your information
Travella Stays is operated by Elixir Retails LLP. For the Travella website and direct booking services, Elixir Retails LLP determines why and how the personal information described in this Notice is used, subject to applicable law. You can contact us at jubin@travellastays.com.
2. Information we collect
Depending on how you use Travella, we may process your name, email address, phone number, nationality, booking reference, travel dates, guest count, selected service and add-ons, pickup or address information you choose to provide, account/profile information, booking and cancellation history, payment and refund references and amounts, support or enquiry messages, security/audit events, IP-derived security/rate-limit information, and the technical cookies or identifiers needed to keep the service secure.
If you separately allow optional Analytics, Travella may also use a random pseudonymous visitor identifier and session identifier to record approved website-journey information such as the safe page path, time, broad page/service type, sanitized referrer and UTM campaign fields, and approved funnel events such as AddToCart and Purchase. We do not create that identifier from a fingerprint, name, email, phone, passport or other identity document.
We do not ask you to send card numbers, CVV values, UPI PINs or online-banking passwords to Travella. Payment credentials are entered into the payment flow provided by Cashfree and its regulated/payment-network partners.
3. Why we use the information
We use personal information to provide and secure accounts; create a limited guest booking registration when you book without an account; reserve inventory; calculate and process bookings; send essential confirmations and one-time codes; process payments, cancellations and refunds; prevent duplicate, abusive or fraudulent activity; respond to enquiries and support; maintain required transaction and audit records; understand permitted website journeys where you choose optional Analytics; measure advertising and create eligible advertising audiences only where you separately allow Meta Marketing; and send direct promotional travel updates only where you separately opt in to promotional contact.
4. Accounts, Google Sign-In and guest bookings
If you create a password account, we store the account information needed to authenticate and manage it. Passwords are stored as one-way password hashes, not readable passwords.
If Google Sign-In is enabled and you choose it, Travella requests the basic OpenID Connect identity scopes needed for sign-in (openid, email and profile). We use the verified Google subject identifier and basic profile/email information to create or link the Travella account according to the sign-in flow. Travella does not receive your Google password.
If you book without a Travella account, we create a limited registered guest booking profile identified by an opaque server-generated ID. Contact values used for later guest verification are protected using keyed hashes in the guest-identity record, while the booking itself keeps the contact snapshot needed to provide the booked service. Unrelated guest bookings are not automatically merged merely because contact details match.
Where optional Analytics is allowed and the same pseudonymous visitor later legitimately signs in or submits a booking/enquiry, Travella may link that permitted visitor journey to an internal customer/lead identifier. Raw contact information is kept in the customer, booking or enquiry record rather than copied into the visitor-analytics record. We do not capture contact information merely because it was typed into a form and never submitted.
5. Payments and Cashfree
For direct online payment, Travella sends Cashfree the order amount/currency, booking/order reference and the customer name, email, phone number and customer reference needed for payment processing. Cashfree and its banking/payment partners process payment credentials and may process transaction information for payment, settlement, refund, fraud prevention, dispute handling and regulatory obligations. Travella stores provider order/payment/refund references and financial status needed to reconcile the booking, but does not store card or UPI secrets.
6. Essential communications and direct promotional contact
We may use our configured email provider and, where enabled, SMS, WhatsApp Business or other communications providers to deliver confirmations, booking-access OTPs, customer signup email-verification codes, support messages and other requested/essential communications. These service messages do not depend on promotional consent. New password-based customer accounts and Travella Studio staff sign-ins use short-lived one-time codes sent to the relevant registered email address. These OTPs are stored only as protected digests and expire automatically.
Direct promotional email, SMS or WhatsApp travel updates are a separate optional purpose. Booking and enquiry forms may offer an unchecked promotional-contact option, and customer accounts may expose an equivalent profile preference. Leaving that option off does not prevent a booking, enquiry or essential service message. Account holders can turn the preference off in their profile. A guest or enquiry contact can also ask us at jubin@travellastays.com to stop future direct promotional contact. This direct-contact preference is separate from the Meta Marketing cookie/advertising choice.
Private staff alert integrations, such as Telegram when configured, are designed to carry a reference and protected-Studio link rather than customer contact details or OTPs.
7. Location, pickup and profile information
Travella no longer uses LocationIQ or browser geolocation in the direct Safari booking form. Where a booking or enquiry asks for pickup/accommodation information, you can provide it directly and optional fields remain optional. Your account profile may also contain an optional location value you enter yourself. Information you submit is stored only where needed for the relevant booking, enquiry or account feature.
8. Ask Travella assistant
The assistant can answer some common questions directly from Travella's published material. For other supported questions, the text you type may be sent to our configured AI provider, currently Groq, to generate a reply. Do not enter payment credentials, passwords, OTPs or sensitive personal information in the assistant.
9. Cookies and first-party visitor analytics
Necessary technologies are used for security and core service functions such as CSRF protection, guest-browser ownership, authenticated sessions and short-lived verification. They are required for the requested service and cannot be disabled through the optional tracking choices.
Optional Analytics is a separate choice. Where allowed, Travella may use first-party pseudonymous visitor/session identifiers to understand eligible page journeys, repeat visits, safe campaign attribution and the PageView -> AddToCart -> Purchase funnel. Google Analytics may also load on the public, non-sensitive pages where Travella permits it. If Analytics is declined, optional cross-visit Travella journey profiling does not intentionally run.
Travella's visitor-analytics records use a limited allowlist and exclude raw booking references, passwords, OTPs, payment credentials, passport/identity documents, nationality/traveller classification, cancellation/support free text and unsent form values. Visitor analytics are configured to expire automatically after the visitor-analytics retention period, which is 90 days by default.
10. Meta Pixel and Conversions API
Meta advertising/retargeting is a separate optional Marketing choice. If you do not allow Marketing, Travella does not intentionally load Meta Pixel or send Meta Conversions API advertising events for that visitor. Allowing Analytics does not automatically allow Meta Marketing.
When Marketing is allowed, Travella may send approved advertising events such as PageView, AddToCart and Purchase. Browser and server events can use the same opaque event identifier so Meta can deduplicate them. Event URLs are sanitized so private booking references, tokens and sensitive query/hash values are not intentionally included.
Approved Meta matching signals may include Meta's _fbp/_fbc identifiers when present, client IP address and user-agent where appropriate, and normalized SHA-256 hashes of an email address or phone number that you actually supplied. Hashed contact matching is used only when the applicable Marketing permission exists. Travella does not send Meta raw passport/identity information, nationality or Indian/foreign/mixed traveller classification, pickup/address text, raw booking/manage tokens, payment credentials, support/cancellation text or unsent form values.
Meta does not provide Travella with a named list of individual people who visited each page. Travella's protected first-party visitor-journey dashboard is the system used for permitted internal journey visibility.
11. Changing optional choices
You can reopen Cookie choices in the footer and change Analytics and Meta Marketing. If you withdraw a category that has already loaded in the current page, Travella reloads the page so the disabled integration is no longer intentionally loaded by Travella on the refreshed page. If no optional choice is made and the dialog is merely dismissed, optional tracking remains off for that browsing session and Travella may ask again in a future session. An explicit rejection is saved and respected rather than repeatedly prompted.
If Marketing is later enabled after previously being declined, Travella starts eligible Meta tracking from that point. Travella does not intentionally upload the earlier declined/non-consented browsing history to Meta merely because the visitor later changes the choice. Third-party providers may have their own storage/retention rules for data already received before a withdrawal.
12. Security
Travella uses controls that include HttpOnly cookies for authenticated sessions, CSRF and origin checks, server-side pricing, rate limiting, Cloudflare Turnstile where configured, role-based Studio permissions, email OTP second-factor verification for staff, payment-webhook signature checks, idempotency controls, transactional inventory updates and protected handling of booking-access tokens and OTPs. No internet service can promise absolute security, so we also maintain operational monitoring and incident-response responsibilities. Where applicable law requires it, Travella will notify affected individuals and the Data Protection Board of India of a personal-data breach in the required manner and timeframe.
13. How long we keep information
Short-lived verification data is automatically time-limited: customer signup email-OTP challenges and staff email-OTP challenges expire after approximately 10 minutes; guest booking-access OTP challenges expire after approximately 10 minutes; verified guest-access sessions expire after approximately 30 minutes; and password-reset links are time-limited.
Pseudonymous visitor profiles/events are configured with automatic expiry using the visitor-analytics retention setting, which is 90 days by default. Booking, payment, refund, invoice/audit and related customer-service records are kept for as long as reasonably needed to perform the booking, handle cancellations, refunds, disputes, fraud/chargeback review, accounting, tax, regulatory and legal obligations, and then deleted or anonymised when they are no longer required. Account information is kept while the account is active and thereafter only to the extent required for security, dispute, transaction-record or legal obligations. Enquiry and support records are kept only as long as reasonably needed for the enquiry, follow-up, service history, fraud prevention or legal obligations.
14. When information is shared
We share information only as needed for the relevant purpose, including with payment processors and banks; properties, guides or experience providers needed to fulfil a booking; email/SMS/WhatsApp communications providers; Google when you choose Google Sign-In; Cloudflare for configured bot protection; Google Analytics when you allow Analytics; Meta when you allow Marketing; Groq for supported assistant questions; professional advisers, auditors or authorities where legally required; and infrastructure/service providers operating under appropriate access and confidentiality controls.
Some providers may process information outside your state or outside India depending on their service infrastructure. Where applicable, such processing remains subject to provider terms and applicable data-protection requirements.
15. Your choices and requests
You can choose whether to create an account or use the supported guest-booking flow, subject to any payment-provider requirement then applicable. You can decline optional Analytics and Meta Marketing and change those choices through Cookie choices. Direct promotional contact is separately optional and can be changed through the customer profile where available or by contacting jubin@travellastays.com.
You may request access, correction, updating or deletion of personal information, nominate another individual to exercise applicable rights in the event of death or incapacity, and raise a grievance by contacting jubin@travellastays.com. Where applicable under the Digital Personal Data Protection framework, you may also pursue the statutory grievance route before the Data Protection Board of India after using Travella's grievance process. A deletion request may not require us to erase records that must still be retained for a booking, payment, refund, fraud, accounting, tax, regulatory, legal-claim or security obligation.
16. Children
The person entering a direct booking must be an adult. Information about minors should be provided only where necessary for a booking made and controlled by the responsible adult and in accordance with applicable requirements. If a park or authority requires visitor names or identity documents for permits, Travella will explain what is required in the booking or follow-up process, restrict access to those records, use them only for the permit/service purpose and delete or securely dispose of copies when they are no longer required by the service, legal or dispute-retention need.
17. Changes to this Notice
We may update this Notice when our services, providers or legal obligations change. The current effective date and Privacy version will be shown on this page.
18. Contact
Travella Stays, a brand of Elixir Retails LLP Email: jubin@travellastays.com Registered Office: H. No. 77, Kachari Basti, Near Passport Seva Kendra, Guwahati – 781006, Assam, India
Privacy version: 2026-10-08