1. Introduction

SNV Tours & Travels (“we”, “us”, “our”) operates https://snvtravels.com and the SNV customer and driver mobile applications. This policy explains what personal data we collect when you book travel with us, why we collect it, who we share it with, and the choices you have. It applies to every booking made through our website, our apps, or our booking staff.

2. Information We Collect

• Account details: your name, email address, phone number and password (stored only as a cryptographic hash, never in readable form).
• Booking details: pickup and drop-off locations, travel dates and times, trip type, vehicle preference, passenger count and any instructions you give us.
• Location data:while a trip is active, our driver application records the assigned vehicle's GPS position so that you can track your ride and so we can resolve disputes about distance or route. We do not track the customer's own device location.
• Payment information: the amount, status and reference number of each payment. Card numbers, CVVs, UPI PINs and net-banking credentials are entered directly with our payment gateway and are never transmitted to or stored on our servers.
• Device and usage data: push-notification tokens, app version, and server logs containing IP address and request details, retained for security and troubleshooting.

3. How We Use Your Information

• To create and manage your account and authenticate you when you sign in.
• To confirm, dispatch, track and complete your bookings.
• To share the minimum necessary details with the driver assigned to your trip.
• To process payments, issue invoices and handle refunds.
• To send you booking updates and service notifications.
• To meet our legal, tax and regulatory obligations.

We do not sell your personal data, and we do not use it for advertising or profiling.

4. Payment Processing

Online payments are processed by Razorpay Software Private Limited, a payment aggregator authorised by the Reserve Bank of India. When you pay, you are handed to Razorpay's secure, PCI-DSS compliant interface. We receive only a payment identifier, the amount and the success or failure status. Razorpay's handling of your payment instrument is governed by their own privacy policy.

5. Who We Share Data With

• Your driver: receives your name, contact number and the pickup and drop-off locations for the trip they are assigned to — nothing more.
• Our payment gateway: to take payment and process refunds.
• Communication providers: to deliver booking notifications by SMS, email or push notification.
• Authorities: where we are required to disclose by law, court order or a lawful request from a government agency.

We do not share your personal data with any other third party for their own purposes.

6. Data Retention

We keep booking, trip and payment records for as long as required by Indian tax and accounting law, which is generally eight financial years. Location traces recorded during a trip are kept only as long as needed to resolve billing or service disputes. Account details are retained while your account is active.

7. Security

All traffic between your device and our servers is encrypted in transit using TLS. Passwords are stored only as salted hashes. Access to customer data within our organisation is restricted by role, and administrative access is logged. No system is perfectly secure, but we take reasonable technical and organisational measures appropriate to the sensitivity of the data we hold.

8. Cookies

We use cookies that are strictly necessary to operate the site — chiefly to keep you signed in and to protect against cross-site request forgery. We do not use advertising or third-party tracking cookies. Blocking essential cookies in your browser will prevent you from signing in.

9. Your Rights

• Access the personal data we hold about you.
• Correct any detail that is inaccurate or out of date.
• Request deletion of your account. Note that completed bookings, invoices and payment records must be retained for the statutory period above, so these are kept even after an account is closed.
• Withdraw consent to non-essential communications at any time.

To exercise any of these rights, write to us at [email protected]. We will respond within 30 days.

10. Children

Our services are not directed at children under 18. We do not knowingly create accounts for minors. A minor may of course travel as a passenger on a booking made by an adult.

11. Changes to This Policy

We may update this policy from time to time. The revision date at the top of this page always reflects the current version, and material changes will be notified through the website or the app.

12. Grievance Contact

For any question or complaint about privacy or your personal data, contact our grievance officer: