PRIVACY POLICY

Effective Date: 01.01.2026
Last Updated: 30.08.2026

This Privacy Policy (“Privacy Policy”) explains how PRAYAS Enterprise (“PRAYAS”, “we”, “us”, or “our”), having its office at 75, Joynarayan Santra Lane, Howrah – 711101, West Bengal, India, collects, uses, stores, processes, protects, and discloses personal information of guests, visitors, customers, booking parties, and other individuals who interact with our resort/homestay, booking channels, communication services, website, or related services (“Guest”, “you”, or “your”).

By making a booking, communicating with PRAYAS, visiting or staying at the property, or otherwise providing personal information to us, you acknowledge that you have read and understood this Privacy Policy and consent to the collection and processing of your information as described herein, to the extent permitted by applicable law.

This Privacy Policy should be read together with the PRAYAS Terms & Conditions, Booking Policy, Cancellation/Refund Policy, and other applicable property rules and policies.

1. INFORMATION WE COLLECT

Depending on the nature of your interaction with PRAYAS, we may collect the following categories of information:

1.1 Booking and Guest Information

We may collect information necessary to process and manage your accommodation booking, including:

Full name
Mobile/telephone number
Email address
Residential or correspondence address
Date of arrival and departure
Number of guests
Room/accommodation preferences
Booking reference or confirmation details
Special requests, preferences, or instructions
Information relating to accompanying guests, where required for the booking or stay

1.2 Identity and Verification Information

For security, regulatory, operational, and guest-verification purposes, we may collect or process identity-related information, including information obtained through Aadhaar verification or another legally accepted identity-verification process.

Where identity verification is required, such information may be used to:

Verify the identity of the person making or using a booking;
Prevent fraudulent or unauthorized bookings;
Maintain legally or operationally required guest records;
Comply with applicable laws, regulations, government requirements, or lawful directions of authorities; and
Protect the safety and security of guests, employees, property, and management.

PRAYAS does not intend to collect more identity information than reasonably necessary for the relevant purpose.

1.3 Payment and Transaction Information

We may collect information relating to payments and transactions, including:

Booking amount and payment status;
Transaction/reference numbers;
Billing information;
Tax-related information;
Refund information; and
Payment method information.

Where payments are processed through third-party payment providers, payment-card or banking information may be processed directly by the relevant payment service provider in accordance with its own privacy and security practices. PRAYAS does not intend to retain complete payment-card credentials unless specifically required and legally permitted.

1.4 Communications

We may retain records of communications between you and PRAYAS, including communications through:

Telephone calls;
Email;
SMS;
WhatsApp or other messaging platforms;
Booking platforms;
Website enquiry forms; and
Other official communication channels.

Such records may be retained where reasonably necessary for booking management, customer service, dispute resolution, fraud prevention, security, legal compliance, or record-keeping.

1.5 CCTV and Security Information

For the safety and security of guests, employees, visitors, and property, CCTV cameras or other security systems may operate in appropriate areas of the premises.

CCTV footage may be used for:

Prevention and investigation of theft, misconduct, trespass, violence, or other unlawful activity;
Protection of guests, employees, and property;
Incident investigation;
Security management; and
Compliance with lawful requests from police, courts, government authorities, or other competent bodies.

CCTV cameras will not be intentionally placed in areas where individuals have a reasonable expectation of privacy, such as guest bathrooms or private sleeping areas.

1.6 Information You Voluntarily Provide

You may voluntarily provide additional information, such as emergency-contact details, accessibility requirements, food-related preferences, special occasions, complaints, feedback, or other information required to provide requested services.

You should avoid providing sensitive personal information unless it is reasonably necessary for the requested service or required by law.

2. PURPOSES FOR WHICH WE USE PERSONAL INFORMATION

PRAYAS may process personal information for legitimate business, contractual, security, administrative, and legal purposes, including:

Processing and confirming accommodation bookings;
Verifying guest identity;
Providing accommodation and related services;
Communicating booking confirmations, amendments, cancellations, payments, and other important information;
Processing payments, refunds, and billing;
Issuing invoices and maintaining financial records;
Providing customer support;
Responding to enquiries, complaints, and requests;
Managing check-in and check-out;
Providing approved special requests or additional services;
Maintaining safety, security, and discipline at the property;
Preventing fraud, unauthorized access, misuse, and criminal activity;
Protecting the rights, property, safety, and security of PRAYAS, its guests, employees, visitors, and other persons;
Complying with applicable Indian laws, regulations, tax requirements, tourism requirements, court orders, government directions, and lawful requests from competent authorities;
Establishing, exercising, or defending legal claims;
Maintaining business, operational, accounting, and administrative records; and
Improving our services, guest experience, and internal operations.

We will not ordinarily use your personal information for purposes unrelated to those described in this Privacy Policy unless permitted or required by applicable law or you have otherwise provided appropriate authorization.

3. LEGAL AND REGULATORY COMPLIANCE

PRAYAS may collect, process, preserve, or disclose personal information where reasonably necessary to comply with applicable laws, regulations, government requirements, lawful orders, or requests from competent authorities.

This may include cooperation with:

Police authorities;
Courts and tribunals;
Government departments;
Tax authorities;
Tourism or regulatory authorities;
Law-enforcement agencies; and
Other legally authorized governmental or regulatory bodies.

Where disclosure is legally required, PRAYAS may provide relevant information without obtaining additional consent from the concerned individual, to the extent permitted by applicable law.

4. SHARING AND DISCLOSURE OF INFORMATION

PRAYAS does not sell or rent guests’ personal information as a commercial commodity.

However, personal information may be disclosed or made available where reasonably necessary to operate the property, provide requested services, protect legitimate interests, or comply with law.

This may include disclosure to:

4.1 Service Providers

We may share relevant information with trusted service providers who assist us with:

Booking and reservation management;
Payment processing;
Information technology and hosting;
Email, messaging, or communication services;
Accounting and taxation;
Customer support;
Security and property management; and
Other operational services.

Such parties should receive only information reasonably necessary for the relevant service.

4.2 Government and Law-Enforcement Authorities

PRAYAS may disclose information to police, courts, government authorities, or other competent bodies where required or permitted by applicable law or where reasonably necessary to address suspected criminal activity, security threats, fraud, unlawful conduct, or other serious incidents.

4.3 Legal and Professional Advisers

Information may be shared with lawyers, auditors, accountants, insurers, consultants, or other professional advisers where reasonably necessary for legal, regulatory, financial, insurance, or business purposes.

4.4 Business Transactions

If PRAYAS undergoes a merger, restructuring, transfer of business, sale of assets, change in management, or similar transaction, relevant information may be transferred as part of that transaction, subject to applicable law.

5. THIRD-PARTY BOOKING PLATFORMS

If you make a reservation through a third-party booking website, travel platform, online travel agency, payment service, or other intermediary, your information may also be subject to that third party’s privacy policy and terms.

PRAYAS is not responsible for the independent privacy practices, security measures, or policies of third-party platforms that are outside our control.

Guests are encouraged to review the privacy policies of such third-party services before providing personal information through them.

6. COMMUNICATIONS

By providing your mobile number, email address, or other contact details, you may receive communications reasonably necessary for your booking or stay, including:

Booking confirmations;
Payment notifications;
Check-in/check-out information;
Booking amendments;
Cancellation or refund communications;
Important property notices;
Safety or security communications; and
Responses to enquiries or complaints.

Where legally permitted and where applicable, PRAYAS may also send service-related or promotional communications. You may request that promotional communications be discontinued, subject to communications that are necessary for your booking, security, legal compliance, or other legitimate purposes.

7. COOKIES AND WEBSITE TECHNOLOGIES

If PRAYAS operates a website or online booking system, the website may use cookies, pixels, analytics tools, logs, or similar technologies to:

Operate and secure the website;
Remember user preferences;
Improve website functionality;
Understand website usage;
Prevent fraud and abuse; and
Improve services and user experience.

You may be able to control certain cookies through your browser or device settings. Disabling certain technologies may affect the functionality of some website features.

8. DATA SECURITY

PRAYAS takes reasonable and appropriate measures designed to protect personal information against unauthorized access, misuse, alteration, disclosure, loss, or destruction.

Depending on the circumstances, security measures may include:

Access controls;
Restricted staff access;
Password and authentication controls;
Secure storage practices;
Physical security measures;
Administrative safeguards; and
Appropriate technical security measures.

However, no method of electronic transmission, storage, or physical security can be guaranteed to be completely secure. Accordingly, PRAYAS cannot guarantee absolute security of personal information.

9. DATA RETENTION

PRAYAS will retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

Completing and administering bookings;
Maintaining financial and tax records;
Meeting legal and regulatory requirements;
Resolving complaints or disputes;
Preventing fraud and misuse;
Maintaining security records;
Establishing or defending legal claims; and
Maintaining legitimate business records.

Certain information, including transaction records, identity-verification records, booking records, or security/CCTV records, may therefore be retained for periods required by applicable law or reasonably necessary for legitimate purposes.

When personal information is no longer required, PRAYAS may securely delete, destroy, anonymize, or otherwise dispose of it in accordance with applicable law and operational requirements.

10. GUEST RESPONSIBILITY FOR INFORMATION

Guests are responsible for ensuring that information provided to PRAYAS is accurate, complete, and not misleading.

Where a guest provides personal information relating to another person, such as an accompanying guest, visitor, emergency contact, or family member, the guest should ensure that they have the authority or appropriate permission to provide such information where required by law.

PRAYAS may rely on information provided by the booking party for legitimate booking and operational purposes.

11. MINORS

PRAYAS does not knowingly seek to collect unnecessary personal information from children.

Where information relating to a minor is required for a booking, identity verification, safety, legal compliance, or provision of accommodation, such information may be collected from or through the parent, legal guardian, or responsible accompanying adult, as appropriate.

Parents or legal guardians should contact PRAYAS if they believe that information relating to a minor has been provided improperly.

12. GUEST RIGHTS AND REQUESTS

Subject to applicable Indian law and any lawful limitations, individuals may have rights concerning their personal information, which may include requesting:

Confirmation regarding processing of their personal information;
Access to certain personal information;
Correction or updating of inaccurate information;
Withdrawal of consent where processing is based on consent and withdrawal is legally available;
Deletion or erasure of information where applicable;
Information regarding the manner in which personal information is handled; and
Other rights available under applicable data-protection law.

Requests may be subject to reasonable verification of identity and applicable legal or regulatory restrictions.

PRAYAS may retain information where continued retention is required or permitted by law, necessary for legal claims, security, financial records, regulatory compliance, or other legitimate purposes.

13. DATA BREACHES AND SECURITY INCIDENTS

In the event of a personal-data breach or security incident, PRAYAS will take reasonable steps to investigate, contain, mitigate, and address the incident in accordance with applicable law.

Where notification is required by applicable law, PRAYAS will make such notifications to the relevant individuals, authorities, or other parties within the legally prescribed framework.

14. INTERNATIONAL DATA TRANSFERS

Certain service providers used by PRAYAS may process information using infrastructure located outside India.

Where personal information is transferred, stored, or processed outside India, PRAYAS will take reasonable steps to ensure that such processing is carried out in accordance with applicable Indian law and applicable contractual or security requirements.

15. NO ABSOLUTE GUARANTEE OF SECURITY OR PRIVACY

While PRAYAS takes reasonable measures to protect personal information, no organization can guarantee that information transmitted through the internet, telephone networks, messaging platforms, or other communication systems will remain completely secure.

Accordingly, guests acknowledge that the transmission of information through such channels involves inherent risks.

16. CHANGES TO THIS PRIVACY POLICY

PRAYAS may update, modify, add to, or remove provisions of this Privacy Policy from time to time to reflect changes in law, technology, business operations, security practices, or services.

The updated version may be published through the applicable PRAYAS website, booking channel, property communication, or other appropriate means.

The revised Privacy Policy will become effective from the date specified in the updated version.

17. GOVERNING LAW AND JURISDICTION

This Privacy Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Subject to any mandatory jurisdiction or dispute-resolution requirements under applicable law, disputes relating to this Privacy Policy shall be subject to the jurisdiction specified in the applicable PRAYAS Terms & Conditions, including the courts having jurisdiction in Howrah, West Bengal, where legally permissible.

18. CONTACT US

For privacy-related questions, requests, corrections, complaints, or concerns regarding the handling of personal information, guests may contact PRAYAS using the official contact details below:

PRAYAS Enterprise Management
75, Joynarayan Santra Lane
Howrah – 711101
West Bengal, India

Helpline: 03369029448
Email: prayas.helpline@gmail.com

For booking-related communications, guests may also use the official booking communication channels provided to them at the time of reservation.

19. ACKNOWLEDGEMENT

By using PRAYAS services, making a reservation, communicating with PRAYAS, or staying at the property, you acknowledge that you have had an opportunity to review this Privacy Policy and understand how your personal information may be collected, used, stored, and disclosed as described above.

Where consent is required under applicable law, PRAYAS will obtain and process such consent in accordance with the applicable legal requirements.

PRAYAS Enterprise Management reserves all rights not expressly granted under this Privacy Policy, subject always to applicable law.

Sign In