Privacy Policy

• Where we decide how data is used: for visitors to our website, people who contact us or request a demo, hotels and businesses that register for NivaasCloud, our subscription billing, and the security of our platform.
• Where we process data for hotels: hotels use NivaasCloud to record information about their own guests, reservations, stays, folios, invoices and staff. For this information, the hotel decides what is collected and why, and we process it on the hotel’s behalf to provide the service.

Website, contact and demo requests

• Name, email address, phone number, hotel or property name, the workflows you are interested in, and your message.
• If you subscribe to updates on our website, your email address and your consent to receive them.
• When you submit a form, we may also record the page you submitted it from, your IP address and your browser’s user-agent.
• If you contact us on WhatsApp or by phone, the messages and details you share with us.

Accounts, hotels and properties

• Name, email address, phone number and organisation name provided when an account is created.
• Sign-in information, including your password, which we store only in hashed form.
• Property information such as hotel name, address, GSTIN, rooms, room types, rates, tax settings and print settings.

Hotel guest data

• Information a hotel records about its guests, such as name, phone number, email address, address, nationality, company details, notes, reservations and stay history.
• Guest identity details recorded at check-in, such as the type and number of an identity document, and, where a hotel uploads them, scans of identity documents.

Stays, folios, payments and invoices

• Reservations, room assignments, check-in and check-out records, folio charges, recorded payments, refunds, hotel invoices and credit notes, including GST and other tax information.
• Where a hotel links a restaurant POS, eligible restaurant charges posted to a guest’s room folio.

Staff and housekeeping

• Staff accounts, roles, property access and permissions, and housekeeping tasks and room status updates recorded by staff.

Security and technical information

• Sign-in and session information such as IP address, browser or app details, device and platform information.
• Audit records of important actions within an account, such as who viewed a guest identity document and why, and server logs used to operate and secure the service.

• To provide and operate NivaasCloud, including reservations, front desk, rooms, guest folios, billing, housekeeping, reports and printing.
• To keep the platform secure, including authenticating users, controlling access to sensitive guest data, detecting suspicious activity and preventing fraud or misuse.
• To process subscription payments and issue our invoices.
• To respond to enquiries, demo requests and support requests.
• To send service messages such as verification codes, security alerts, invoices and subscription notices.
• To understand how our website is used, so we can improve our services.
• To comply with legal obligations, respond to lawful requests, and establish or defend legal claims.

• Google Analytics (Google) helps us measure page views and actions on our website, such as clicking “Book Free Demo” or submitting the contact form. It uses cookies.
• Microsoft Clarity (Microsoft) helps us understand how visitors interact with our pages, for example clicks and scrolling, including recordings of page sessions. It uses cookies.
• Google Fonts: our pages load fonts from Google, which receives technical information such as your IP address and browser details.

• Identity document numbers and uploaded identity scans are encrypted before they are stored.
• Only masked Aadhaar copies may be uploaded; full Aadhaar numbers must not be uploaded.
• Viewing an identity scan requires a specific permission and a reason, and each view is recorded in an audit log.
• Identity scans are deleted automatically after the retention period set by the hotel (365 days by default), and when a guest record is anonymised.

• Razorpay, for subscription payments. We do not store full card numbers in our own database.
• Google, for Google Analytics and Google Fonts on our website.
• Microsoft Clarity, for website analytics.
• Email service providers, for sending service emails.
• Hosting and infrastructure providers, for running our servers, databases and file storage.
• Where a hotel links a restaurant POS, the linked POS receives the room and guest details needed to post eligible charges to the guest’s folio.

• Encrypted (HTTPS) connections.
• Passwords stored in hashed form.
• Encryption of guest identity numbers and identity document scans.
• Permission-based access control by role and property.
• Masking of guest contact details where full details are not needed.
• Audit records for sensitive actions.

• Verify the identity of the person making the request.
• Determine whether we hold the data for our own purposes or on behalf of a hotel. Where the data belongs to a hotel, we refer the request to that hotel and assist it.
• Assess the request against applicable legal, contractual, security and operational requirements.

• Stays, folios, invoices, GST and other tax information, payment records and accounting records, for applicable statutory, accounting, tax, audit or dispute requirements.
• Records needed to resolve disputes, prevent fraud or misuse, or establish, exercise or defend legal claims.
• Backup and recovery copies, until they expire.

• Request information about the personal data we process about you.
• Request correction, completion or updating of your personal data.
• Request deletion of your personal data, as described in this policy.
• Withdraw consent where we rely on your consent, without affecting processing carried out before the withdrawal.
• Raise a grievance with us about how your personal data is handled.