Privacy notice
This notice explains what TrexHive collects about you, why, who it goes to and how long it is kept. It sits alongside the terms & conditions.
1. What we collect, and why
| What | Why |
|---|---|
| Name, email address and profile photo | To create and identify your account, and to address you in confirmations. |
| Mobile number | So the organizer and the trek lead can reach you about your departure — and, through you, everyone on your booking. |
| Date of birth | To confirm you are 18 or over, which every booking requires. |
| Gender, if you give it | To fill in your own row when you book; the organizer arranges tents from each trekker’s. |
| Billing address, including your state, if you give it | Printed on the receipts for your bookings. |
| Name, age and gender of every trekker on your booking | So the trek lead knows who is coming and can plan tents and rooms. We do not ask for their phone numbers. |
| Name, age and gender of the people you save to book with again | So you can fill a trekker in at checkout without typing them again. Kept on your account until you remove them, and never changed on a booking already made. |
| Whether you want offers from us, and when you said so | We send new treks and offers on WhatsApp and SMS only if you tick the box for it, at checkout or on your profile. |
| Your bookings, tickets, cancellations and the amounts involved, and when you agreed to the terms for each, with the version then in force | To run the booking, answer a refund or a dispute, keep tax records, and show which terms govern each booking. |
| The notices we show you under the bell on the site | To tell you what has happened on your bookings — a cancellation, a refund, a reminder the day before you leave — and when we have answered a message you sent us. Kept for 180 days and then deleted. |
| How you want to receive reminders | So reminders reach you only in the ways you allowed. You set it on your profile. News about your bookings, cancellations and refunds always reaches you. |
| The treks you ask us to tell you about when they have no date to book | To tell you once, when that trek has a new date. We can see who asked about which trek; the organizer is told only how many people are waiting, never who. |
| The enquiries you send organizers about their treks: your name and mobile number, the trek, the date and pickup city you picked, and your message | So the organizer can answer you. Their team reads it in Studio and may keep notes and reminders on it and say who on the team handles it, but cannot download it. Studio shows us how many enquiries each organizer receives, and we can download an organizer’s enquiries, without their notes, to look into a complaint or a misuse of TrexHive. |
| If you asked an organizer about a trek by phone, WhatsApp, Instagram or in person, and their team keeps it here: your name and mobile number, the trek and what you asked | So the organizer's team can answer you and keep track. We hold it for them: we never contact you, use it for nothing of our own, and nobody else receives it. It is deleted 90 days after their team last did something with it. |
| If an organizer booked you on a trek themselves, outside TrexHive, and records it here: your name, age and gender, the mobile number of whoever booked, and your pickup | So the seats travellers see on TrexHive are real, and the trek lead has everyone on the list. The organizer’s team sees it for 30 days after the trip; we keep it for 3 years, to check that the seat counts we showed were real and to answer any claim about the trip, and nobody else receives it. |
| The reviews you write: your rating, what you wrote, the trip it was about and the seats you held on it | So the organizer who ran that trek can read what was said about it, without your name, and so we can show that organizer’s average rating once 10 people have reviewed them. What you wrote is not published. |
| Your name, email address, mobile number (if you give one) and messages, when you write to us through the contact form or from Studio, and any screenshots you add to them | To answer your request. If you are signed in when you send it, we also note which account it came from, so we can find the booking you are asking about; from Studio, also the organization you were working in and your role there. A conversation from Studio is yours alone: nobody else in that organization sees it. A screenshot is seen only by you and by us, and we delete it 90 days after you add it; the message stays. |
| If you register an organization in Studio, the email address you ask us to send a code to, before any account exists | To check the address is yours before we make an account with it. We keep the address and a scrambled copy of the code, never the code itself, and delete both when you register or 10 minutes after we sent it. |
| If you start registering an organization in Studio and stop part-way, your email address and the step you reached | To remind you by email what is left, 1, 3 and 7 days after you reached that step, and no more once you finish, we decide on it or your sign-in is switched off. |
| Which of our pages you look at, the site or tagged link that brought you, and whether you download an itinerary, open checkout, book or send an enquiry — counted under a code our server makes from your connection and browser, which changes every day. While a page of ours is open in front of you, it tells our server so once a minute, with the kind of page it is and, on a trek’s page or checkout, which trek | To see which treks people look at, which channels bring them, how many go on to book or enquire, and how many people are on the site at the moment. We cannot connect the code to you or your account, and nobody else receives it. |
| A record of what you do in your account: signing in, each change you make — a booking, a cancellation, your profile — and anything refused or that failed, with the IP address and browser it came from, and when. Never what you typed, and not the pages you read. If you work in Studio for an organizer, every page you open there is kept too, with which organizer it was for. | The CERT-In directions under Indian law require us to keep it, so that a security incident can be investigated. We also use it to look into a problem with your account. If you work in Studio for an organizer, its head can see the changes you made there — what and when, never the IP address or browser. |
| If you work in Studio for an organizer, the day you last opened it — only the latest day, written over each day you come | So we can tell when an organizer we work with has stopped coming to Studio, and get in touch — an agreement to accept, a booking to answer. Only our own team sees it, never the organizer, and it goes when your account does. |
Payment details never reach our servers. UPI details are handled by the payment gateway your payment goes through — Zoho Payments or Razorpay, each an RBI-authorised payment aggregator. We store only the reference ids it gives us for a payment or a refund, and which of the two it was.
2. Who we share it with
The organizer running your departure receives the trekker details — names, ages and genders — and your name and mobile number, so they can reach your group, and marks on their roll call who came. Inside the organizer, the people they add to their Studio see them too: a trek leader only for the departures they lead. They appear on the printed manifest a trek lead carries up the mountain. This is the point of collecting them, and it is the disclosure that matters most on this page.
The organizer you send an enquiry to receives your name, mobile number and message, with the trek and the date and city you picked, so they can answer you. Their head, Admins and Support read it in Studio; their trek leaders do not. Nobody on their team can download it. Beside it they see what that mobile number has already asked or booked with them, but only what their team already holds: their other enquiries, bookings they made for you themselves, and the bookings with them on TrexHive of any account with that mobile number, until the trip is marked completed. Never what you asked or booked with anybody else.
The organizer you review reads what you wrote, without your name, so they learn what was said about their trek. Nobody else does: on our pages we show only their average rating, once 10 people have reviewed them.
The record of what you do in your account stays with us. Only our staff read it, but for one part: if you work in Studio for an organizer, its head reads the changes you made there, and when. It goes to CERT-In or the police only when the law requires us to hand it over.
Our owner can see what an organizer sees of you. To follow what an organizer tells us, or to look into a complaint or a misuse, the platform's owner may look at their Studio pages, your booking or enquiry among them. Nothing can be changed or downloaded that way, and each look is logged.
We also use:
- Zoho Payments, to take payments and send refunds.
- Razorpay, to take payments and send refunds.
- Amazon Web Services, to run the site, to store the images and documents uploaded to it, and to keep the nightly copies of our database.
- MongoDB Atlas, to store your account, your bookings and the details of the people travelling.
- An email provider, to send your ticket and booking notices, to pass a message you send through the contact form on to our team, and to receive email you send to our support address. It carries the text of the notification emails we send, which includes booking references, trek names, amounts and first names.
- Cloudflare, to count visits to our pages and see which ones people find useful. It sets no cookies and does not identify you.
- Sentry, to tell us when something on our site breaks: what went wrong, where in our code and on which page. It is kept in the European Union, and it is never sent your name, your email, your phone number, your IP address or anything you typed.
Maps and signing in. A map on a trek’s page is drawn from map services (CARTO, OpenTopoMap and Esri’s ArcGIS), and signing in goes through Google. Each receives your device’s internet address and browser details when it loads, as any site does, and no booking of yours.
Cookies. We set cookies only to keep you signed in. None of ours follows you for advertising.
We do not sell your data, and we do not share it for anyone else’s advertising.
3. How long we keep it
Your booking and the money trail behind it, we keep. Tax and dispute records are a real purpose, and they are what a refund or a complaint two years from now is answered from.
A registration that is never approved can be deleted. If you register an organization in Studio and it is never approved — you ask us to cancel it, or never finish — we may delete it. Its sign-in stops at once, and we keep it 30 days in case it was a mistake, then delete it for good with your account, its documents and its photos.
Your mobile stays with your account. It is the one number the organizer has for your booking, and we keep it for as long as you have an account.
A photo you replace or remove is kept 90 days. Your profile photo stays while it is on your account; one you change or take off is deleted 90 days later, and one on an account you erase within a day. A photo you upload and never save is deleted 7 days later.
Offers only if you tick the box. We send new treks and offers on WhatsApp and SMS only if you tick “Send me new treks and offers on WhatsApp and SMS”, and only until you untick it on your profile. The box is never ticked for you, and you don’t need it to book. We note when you ticked it and when you turned it off.
A checkout you don’t pay for keeps its trekkers for an hour. The names, ages and genders you fill in are kept with what you were quoted when you press Pay, so your payment books them however it reaches us. Once the booking is made they are kept with the booking, as above; a checkout that is turned down drops them at once, and one nobody pays for drops them after an hour.
Notifications, for 180 days. What we tell you on the site about your bookings — a cancellation, a refund, a reminder the day before you leave — is kept under the bell for 180 days and then deleted. The booking it was about is kept as described above.
An ask about new dates, until it is answered. When you ask us to tell you about a trek’s new dates, we keep the ask until we have told you, until you stop it on the trek’s page or turn that reminder off on your profile, or for 365 days at most, and then delete it. What stays is a count of how many people asked about that trek, with nobody’s name in it.
A screenshot you send us, for 90 days. A screenshot you add to a message is deleted 90 days after you add it, or sooner if you erase your data; the message stays.
An enquiry, for 30 days. We keep each enquiry you send 30 days from when you last sent it, with the notes the organizer’s team kept on it, and then delete it; you can withdraw it sooner from your bookings page. What stays are counts with nobody in them — how many enquiries each trek received, and for the organizer how many were booked or lost and how soon their team replied — kept 24 months.
An enquiry an organizer added, for 90 days. One an organizer’s team keeps for you after you asked them elsewhere is deleted 90 days after their team last did something with it; the same counts stay, with nobody in them, for 24 months.
A booking an organizer made outside TrexHive, for 3 years. The organizer’s team sees it until 30 days after the trip ends. We keep it 3 years after the trip, then delete it; what stays is the number of seats, with nobody in it.
Reviews, until you erase your data. The organizer’s rating is drawn from them, so we keep the rating you gave and what you wrote. You cannot change or withdraw one yourself; if something in it is wrong, write to us and a person will look at it. When you erase your data, what you wrote goes and the rating stays in the organizer’s, with nothing linking it to you.
How you used our pages, for a day. The code we count your visit under, the treks you looked at and where you came from are kept for one day, so that you are counted once, and then deleted. The kind of page you are on now, and which trek on a trek’s page or checkout, is kept for five minutes after you were last on it, so that we can see how many people are on the site, and then deleted. What stays is how many people looked at each trek and how many booked, with nothing about you in it.
The record of what you do in your account, for 180 days. It is kept for the 180 days the CERT-In directions require, and then deleted automatically.
If an organizer adds you to their team in Studio, we hold the name and email they gave us until you accept, then your own account’s, with your password stored so nobody can read it, and which teams you are on and in what role. One sign-in works for every team and for booking treks. The profile you keep there — what you write about yourself, your certificates and their scans — is read by the organizers you work for and by us, never by travellers, and is yours to change or remove. If an organizer removes you, you leave their team and your account stays yours; erasing your data takes you off every team and removes your profile and scans.
Cancel a seat and the organizer stops seeing whose it was. From that moment that trekker’s name, age and gender are no longer shown to them, and they do not come back when the departure runs or finishes. Nobody is travelling on that seat, so the reason we shared any of it is over. If no seat on the booking is left, the organizer also stops seeing the mobile of whoever paid — they keep the name and the reference, because a refund is still a conversation with someone. Where they have taken a roll call for the departure they keep that trekker’s name, for the plain reason that a list of who travelled has to say who.
Our backups, for 30 days. Every night we copy our database to private storage in India, so that it can be put back if it is lost, and each copy is deleted 30 days after it was made. So whatever is deleted from the database, as described above, has gone from every copy within 30 days. Our database provider, MongoDB, also keeps a snapshot of the database each day, for 8 days. Nobody reads a copy or a snapshot except to put the database back.
4. Your rights
- See and correct what we hold. Your profile is editable at any time. To see everything we hold about you — your account, with the people you saved, whether a photo is on it, the notices you changed, any team you work on in Studio, your Studio profile and certificates, and the day you last opened Studio; your bookings and the people on them; any credit and any payment that booked nothing; the messages you sent us and our replies; the enquiries you sent organizers; the notices we showed you under the bell and the treks you asked about; and your reviews, in full — ask for a copy on our contact page, and within 30 days we will send you one you can read. An organizer may also have recorded an enquiry or a booking for you outside TrexHive, which we hold for them and do not look up by a mobile number, since anybody could give one: ask that organizer, or name them to us and we will tell you what they recorded. For anything you cannot correct on your profile, ask us the same way.
- Erase your data. Do it yourself at the foot of your profile, or ask us on our contact page. It closes your account. It waits while you have a trek still to come, credit left to spend or a refund not yet finished, since erasing then would lose you a trip or money; your profile says which. We erase:
- Your mobile number, date of birth, gender and photo, and your link to Google
- The trekkers you saved, your notification choices and your offers tick
- Your notifications, your asks about new dates, your enquiries to organizers and the messages you sent us
- The words of any review you wrote. Its star rating stays in the organizer’s rating, with nothing linking it to you
- Your place on any organizer’s team in TrexHive Studio, and the profile and certificates you kept there
- Your bookings, payments, refunds and credit, with your name, email and billing address on them, for 10 years, because the law asks us to keep them
- The record of what you did in your account, until its 180 days are up, as the CERT-In directions require
- Our nightly backups, until each copy is deleted 30 days after it was made
- Withdraw consent. You can withdraw it as easily as you gave it, by writing to the same address. Withdrawing it for details a trek needs — a name, age and gender for each trekker, and your mobile — means we cannot take further bookings for you. Offers are simpler: untick the box on your profile and they stop.
- Nominate someone. You may nominate a person to exercise these rights on your behalf if you die or become incapable of exercising them.
- Complain. To us first, using the contact below. If you are not satisfied, you can complain to the Data Protection Board of India.
5. Children
TrexHive is not for anyone under 18. We do not take bookings for children, and we do not knowingly collect the data of anyone under 18. If you believe we have, tell us and we will erase it.
6. Contact
TrexHive is a brand of TrexHive Technologies LLP (LLPIN ADD-8323), registered with limited liability. That firm is the data fiduciary for everything described here.
Our address is Gat No 154, Gorhe Bk Haveli, Donje, Haveli, Pune 411025, Maharashtra.
Complaints go to Harshal Madgulkar, our grievance officer, at support@trexhive.in. We answer within 30 days.