Privacy

Privacy Policy

Last updated: 18-Oct-2026

PicoVoyage respects your privacy and recognises the importance of protecting the personal information you share with us.

This Privacy Policy explains what information we collect, why we use it, when we share it, how we protect it, and how you can contact us about your information.

It applies when you visit picovoyage.com, use our customer portal at app.picovoyage.com, enquire about a trip, request a quotation, make a booking or payment, or communicate with us through telephone, email, WhatsApp, social media or our offices.

1. Who We Are

PicoVoyage is a travel business operated by PICOVOYAGE.

In this Privacy Policy, “PicoVoyage”, “we”, “us” and “our” refer to this business.

Our head office is located at Phansidewa More, Opposite St. Joseph School, Shivmandir, Siliguri, Darjeeling – 734011, West Bengal, India.

Privacy-related requests and complaints can be submitted using the contact details in Section 16.

• Email: info@picovoyage.com
• Telephone: +91 89271 69005
• Website: https://picovoyage.com

2. Information We Collect

The information we collect depends on how you interact with us and the services you request. Not every category below is required for every enquiry or booking.

Contact and enquiry information may include:

Traveller and booking information may include:

We ask for identity documents only where they are needed for a stated travel, verification or legal purpose. Please do not include these documents in general enquiry forms.

You may choose to tell us about dietary requirements, allergies, accessibility needs, mobility limitations or health-related requirements relevant to your trip.

Some of this information may be sensitive. Please share only what is necessary for us and the relevant service providers to assess or arrange the assistance you request. We will seek consent where required for its collection and disclosure.

Customer account information may include:

Payment and billing information may include:

Technical and website usage information may include:

We may also retain enquiries, emails, messages, complaints, feedback and other correspondence to respond to you, manage your arrangements and maintain a record of our communications.

• Your name, email address and telephone or WhatsApp number.
• Your city, country or departure location.
• Preferred destinations, travel dates and trip duration.
• Number of travellers, including adults and children.
• Accommodation, transport and other travel preferences.
• Information you include in your message or trip requirements.
• The source of your enquiry, such as a website form, advertisement, referral or social media interaction.
• Traveller names, ages or dates of birth.
• Nationality and other details required by travel suppliers.
• Contact details for the lead traveller and emergency contacts.
• Itineraries, accommodation selections, room arrangements and transport requirements.
• Booking references, quotations, approvals, vouchers and service requests.
• Passport, identity or permit-related information where required for the destination or service.
• Details necessary for visa, entry permit or similar assistance, where requested.
• Contact and account profile details.
• Login verification and account access records.
• Bookings, quotations, documents and payment records associated with your account.
• Requests, approvals and changes submitted through the customer portal.
• Billing details and invoice information.
• Payment amounts, payment status and transaction references.
• Details required to process refunds.
• Your business name, billing address and GST information when requested for business invoices.
• The payment method, date, amount and reference or proof needed to reconcile cash, UPI or bank transfer payments.
• IP address, browser type, device type and operating system.
• Pages visited, referring pages and interactions with website features.
• Dates and times of access.
• Approximate location derived from your IP address.
• Session identifiers, security logs and error information.
• Cookie or similar technology identifiers, where used.

3. How We Receive Your Information

We may receive information:

If you provide another person’s information, you should have appropriate authority to do so and ensure they are aware of this Privacy Policy.

For group bookings, the lead traveller may receive booking information concerning the group. Please tell us if particular information should be handled separately.

• Directly from you through our website, customer portal, offices or communications.
• From a lead traveller or another person authorised to organise a booking on your behalf.
• From travel partners where necessary to manage your arrangements.
• From social media or advertising platforms when you submit an enquiry to us through those platforms.
• Automatically through website technologies and security systems.

4. How We Use Your Information

We use personal information for purposes connected with your enquiries, travel arrangements and our business operations, including to:

We seek consent where required. Where applicable law permits processing without consent for a particular purpose, we rely on that permitted basis.

Simply visiting our website does not constitute consent to unrelated marketing or every use of personal information.

• Respond to questions and discuss travel requirements.
• Prepare quotations, itineraries and personalised travel proposals.
• Check availability and coordinate with travel suppliers.
• Process bookings, amendments, cancellations and refunds.
• Arrange accommodation, transport, activities, permits and other requested services.
• Provide customer portal access and verify account access.
• Process or reconcile payments and issue invoices or receipts.
• Send booking confirmations, reminders, documents and important travel updates.
• Arrange assistance you have requested.
• Handle complaints, feedback and disputes.
• Protect our website and services against spam, fraud, misuse and unauthorised access.
• Understand website performance and improve our services.
• Maintain accounting, tax and other records required by law.
• Send promotional communications where you have agreed to receive them or where otherwise permitted by applicable law.

5. Who We Share Information With

We share information where necessary for the purposes described in this Privacy Policy.

Travel suppliers and destination partners may include hotels, accommodation providers, transport operators, drivers, guides, activity providers, destination management companies and other suppliers involved in your trip.

For example, a hotel may need traveller names and room arrangements, while a transport provider may need your pickup location and contact number.

Where your arrangements require it, information may also be provided to airlines, insurers, visa or permit service providers, and relevant authorities.

Some suppliers process information independently under their own privacy policies and legal obligations.

We may also share relevant information with:

Service provider access should be limited to what is necessary for the services they provide, subject to appropriate confidentiality and data protection arrangements.

If our business is reorganised, transferred or sold, relevant information may be shared as part of that process, subject to appropriate safeguards and any legally required notice.

We do not sell your personal information or provide customer contact lists to unrelated businesses for their independent marketing.

• Payment gateways, banks and financial service providers to process payments, reconcile transactions, prevent fraud and manage refunds.
• Technology providers supporting website hosting, data storage, customer management, email and messaging delivery, analytics, technical support and security.
• Accountants, legal advisers and auditors where necessary for professional services and business obligations.
• Regulators, law enforcement agencies or other authorised parties where necessary to comply with law, address a dispute, prevent fraud or protect legal rights and safety.

6. Payments and Payment Security

Online payments may be processed through Razorpay or another payment provider identified at checkout.

Payment credentials entered into the provider’s payment interface are handled under that provider’s privacy and security arrangements. PicoVoyage receives the transaction information needed to confirm and manage your payment.

We do not ask you to send card security codes, UPI PINs, banking passwords or payment authentication OTPs by telephone, email, WhatsApp or website enquiry forms.

If payment proof is requested, please hide unrelated transactions, account balances and other unnecessary information before sharing it.

For refunds, we may request the minimum bank or payment details required to return the payment.

7. Cookies, Analytics and Similar Technologies

Our website and customer portal may use cookies, session storage or similar technologies to support their operation.

These technologies may help us:

We may use Google Analytics and Google Tag Manager to support website measurement and manage website tags. The information collected depends on which tags and features are enabled.

Where applicable law requires consent for non-essential tracking, we will request it before activating that tracking.

You can manage or delete cookies through your browser settings. Blocking essential cookies may affect login, forms or other website functions. Browser settings may not control every form of tracking.

• Maintain login sessions and secure account access.
• Remember preferences or information entered during a session.
• Protect forms and services against misuse.
• Understand how visitors use the website.
• Identify errors and improve website performance.

8. Email, WhatsApp, Telephone and Social Media

We may contact you through the details you provide to respond to your enquiry and manage your trip.

Service communications may include:

Promotional messages are separate from communications necessary to fulfil your request or booking.

You can ask us to stop promotional communications by using an available unsubscribe option or contacting info@picovoyage.com.

Opting out of marketing will not stop essential communications about an active booking.

If you contact us through WhatsApp, Instagram, Facebook or another external platform, that platform also processes information under its own privacy policy.

Please avoid sending sensitive documents through social media unless we have confirmed an appropriate method for sharing them.

• Quotations and itinerary proposals.
• Booking confirmations and updates.
• Payment information and reminders.
• Travel documents and vouchers.
• Itinerary changes and important travel notices.
• Responses to support requests or complaints.

9. Children’s Information

Our enquiry and booking services are intended to be used by adults. Parents, legal guardians or authorised adults may arrange travel involving children.

For family or group travel, we may need a child’s name, age, date of birth or identity details where required for pricing, reservations, permits or travel arrangements.

We seek parental or lawful guardian consent and verification where required by applicable law.

Children’s information is used for relevant travel arrangements and related obligations, not for targeted marketing.

If you believe a child has submitted personal information without appropriate authority, please contact us so we can investigate and take suitable action.

10. Storage and International Transfers

We use electronic systems and service providers to store and manage information.

Depending on your destination and the providers involved, information may be processed in India or another country.

For example, an overseas hotel or destination partner may need traveller information to fulfil an international booking.

Where information is transferred outside India, we take steps required by applicable law and use appropriate safeguards for the transfer.

Privacy laws in another country may differ from those in India.

11. How Long We Keep Information

We retain personal information for as long as reasonably necessary for the purpose for which it was collected, including applicable legal, accounting and dispute-related requirements.

Retention depends on the type of information:

Information may need to be retained longer where there is an unresolved dispute, suspected fraud or a legal preservation requirement.

When information is no longer needed, we take appropriate steps to delete it, anonymise it or otherwise dispose of it securely.

Backup copies may remain until they are removed through the applicable backup cycle.

• Enquiry records are retained for follow-up and a reasonable period for related questions or repeat enquiries.
• Booking and service records are retained to manage travel, after-travel support, complaints and relevant legal obligations.
• Invoices and payment records are retained for applicable tax, accounting and financial recordkeeping requirements.
• Identity documents and special assistance information are retained only for the relevant purpose and any required legal period.
• Marketing preferences are retained to manage consent and respect opt-out requests.
• Security logs and backups are retained according to security needs, recovery arrangements and applicable requirements.

12. How We Protect Information

We use reasonable technical and organisational safeguards appropriate to the information we handle.

These include measures to control access, protect systems and reduce the risk of unauthorised access, loss, misuse, alteration or disclosure.

Access to personal information is limited to authorised personnel and service providers who need it for relevant work.

No website, communication channel or storage system can be guaranteed completely secure.

Please protect your account credentials and verification codes, and notify us promptly if you suspect unauthorised account access.

If a personal data breach occurs, we will take appropriate steps to investigate, contain and address it, and notify affected individuals or authorities where required by applicable law.

13. Your Choices and Privacy Requests

You may contact us to:

We will assess and respond to requests in accordance with applicable law.

Where additional statutory rights apply, including rights relating to access, erasure, grievance redressal or nomination, we will facilitate them as required.

We may need to verify your identity or authority before acting on a request. We will seek only information reasonably necessary for that verification.

Some information may need to be retained for legal obligations, completed transactions, fraud prevention or disputes.

If we cannot fulfil a request in whole or in part, we will explain the relevant reason where permitted.

You may decline to provide information or withdraw consent. If the information is necessary for a requested service, this may affect our ability to arrange or continue that service. We will explain the practical effect where relevant.

Withdrawing consent does not itself cancel a booking, remove payment obligations or invalidate processing already lawfully carried out.

Booking changes remain subject to the applicable booking and cancellation terms.

• Ask what personal information we hold about you and how it is used.
• Request correction of inaccurate or incomplete information.
• Request deletion of information that is no longer needed.
• Withdraw consent for processing that depends on your consent.
• Stop promotional communications.
• Raise a concern about how your information has been handled.

14. Reviews, Photographs and Testimonials

If we ask to publish your review, photograph, video or travel experience, we will seek appropriate permission and explain the intended use.

Please avoid including another person’s personal information or image without their permission.

You may contact us about content featuring you that appears on channels we control.

We will review requests for correction or removal, subject to applicable obligations and practical limitations.

15. External Websites and Services

Our website may link to payment providers, social networks, maps, travel suppliers or other third-party services.

This Privacy Policy covers PicoVoyage’s handling of information. External providers are responsible for their own services and privacy practices.

Please review their privacy policies before providing information directly to them.

16. Privacy Contact and Grievance Redressal

For privacy questions, information requests or complaints, please contact:

Please use the subject line “Privacy Request” or “Privacy Grievance” and provide enough information for us to understand your concern.

Include your booking or enquiry reference if relevant, but do not send unnecessary identity or financial documents.

We will address privacy grievances promptly and within one month of receipt, or within any shorter period required by applicable law.

Where applicable law provides a right to escalate an unresolved complaint to a competent authority, you may use that mechanism after completing any required prior grievance process.

• Business: [Full legal name], trading as PicoVoyage.
• Grievance Officer: [Full name and designation].
• Email: info@picovoyage.com
• Telephone: +91 89271 69005
• Postal address: PicoVoyage, Phansidewa More, Opposite St. Joseph School, Shivmandir, Siliguri, Darjeeling – 734011, West Bengal, India.

17. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, data handling practices or legal requirements.

The latest version will be published on this page with an updated date.

Where a change requires additional notice or fresh consent, we will provide that notice or seek that consent as required.

18. Related Policies

Please also review our Booking Terms and Cancellation Policy for information about reservations, payments, amendments, cancellations and refunds.

This Privacy Policy explains how we handle personal information. It does not replace those booking-related terms.