Privacy Policy

INTRODUCTION

MargoGuide Private Limited (hereinafter "MargoGuide", "we", "us", "company" or "our") is committed to protecting the privacy and confidentiality of the personal information of its users as a responsible data controller and data processor under applicable laws, including the Digital Personal Data Protection Act, 2023 ("DPDP Act"), the Information Technology Act, 2000 ("IT Act"), and relevant rules thereunder. For users in the European Union, we also adhere to the General Data Protection Regulation ("GDPR") where applicable, ensuring lawful processing, transparency, and respect for data subject rights.

This Privacy Policy outlines our practices for collecting, using, disclosing, retaining, and securing your Personal Information (as defined below) in connection with our travel marketplace platform, including our website www.margoguide.com, mobile application (the "MargoGuide"), and related services (collectively, the "Platform"). The Platform operates as an intermediary marketplace that connects Travellers with independent Guides for personalized travel experiences in India, facilitating discovery, booking, communication, payments, and support. MargoGuide is not a tour operator, travel service provider, or escrow agent. We do not provide tours or services directly; all experiences are offered and delivered by independent Guides. Payments are processed via secure third-party payment gateways and settled to the Company's merchant account. Payouts to Guides are released as per our Payout Policy, which may be updated from time to time.

This Privacy Policy applies to any individual ("User", "you", or "your") who accesses, browses, or uses the Platform, including as a Traveller (seeking guided experiences) or Guide (offering independent services). By accessing or using the Platform, you consent to the practices described herein. If you do not agree, please do not use the Platform.

This Policy forms an integral part of our Platform Terms & Conditions and other agreements. It does not apply to third-party websites, apps, or services linked from the Platform—please review their privacy policies separately. We may update this Policy periodically; changes will be posted on the Platform with the effective date, and significant updates may be notified via email or in-app notifications.

Our registered office is at Flat No. -S3, Ayyappanagar, Poolbaghroad, Vizianagaram, Andhra Pradesh, India. All data processing occurs primarily in India, with governing law under Indian jurisdiction (Vizianagaram courts or arbitration seat, as applicable).

Consent Mechanisms under DPDP Act:

As a Data Fiduciary under the DPDP Act, MargoGuide is committed to obtaining free, specific, informed, unconditional, and unambiguous consent for processing your Personal Data (as defined under DPDP Act) before or at the time of collection. Consent is obtained through clear, plain-language notices and affirmative actions (e.g., checkboxes, toggles), ensuring it is not bundled with other terms. We provide granular consent options where processing purposes vary (e.g., separate consents for marketing vs. service delivery).

Key Principles of Consent:

• Notice: Before collecting data, we display a concise notice explaining: (i) what data is collected, (ii) purpose(s), (iii) recipient(s), (iv) your rights (access, correction, erasure, withdrawal), and (v) contact details for withdrawal/grievances.
• Specificity: Consent is purpose-limited; e.g., location data for safety is separate from analytics.
• Informed: Full details available via this Policy or hyperlinked notices.
• Unambiguous: Requires active opt-in (no pre-ticked boxes).
• Freely Given: No penalty for refusal (except where essential for services, e.g., payment details for bookings).
• Withdrawal: As easy as granting (e.g., one-click in settings); processed within 72 hours. Withdrawal does not affect prior lawful processing.

How We Obtain Consent:

• Signup/Registration: During login/signup (required for gated actions like booking/chat), a consent banner/modal appears: Sample Notice: "We need your consent to process your name, email, and phone for account creation and service delivery. You can withdraw anytime by writing an email to admin@margoguide.com. Granular toggles for optional uses (e.g., "Allow marketing emails? / Newsletter").
• Guide Onboarding: Separate consent for KYC: "Upload ID for verification (purpose: eligibility check; shared with Cashfree only). Consent required for approval.
• Location/SOS: On trip start: "Enable live location for safety? (Guide: mandatory; Traveller: optional). Data retained 30 days.
• Marketing/Surveys: Opt-in checkbox: "Receive personalized offers? (purpose: promotions; withdraw via settings)".
• Cookies: See Cookie Policy below for banner.

For international users, additional notice on cross-border transfers: "Data processed in India; consent includes transfer to processors abroad under safeguards."

Withdrawal Process

• Email: Write to admin@margoguide.com with "Withdraw Consent - Account ID/ Purpose.
• Effects: Immediate for non-essential processing (e.g., marketing stops); essential (e.g., ongoing bookings) completes current cycle with notice.
• Record-Keeping: We log consents/withdrawals (audit trail, retained 3 years or legal minimum).

If consent is invalid/withdrawn and processing is essential, services may be limited (e.g., no bookings). For verified parent/guardian consent (though Platform is 18+), contact support.

TYPE OF INFORMATION WE COLLECT AND ITS LEGAL BASIS:

We collect Personal Information only as necessary for Platform operations, with your consent (DPDP Act Section 6; GDPR Article 6(1)(a)), contract performance (e.g., bookings; DPDP Act Section 7; GDPR Article 6(1)(b)), legal obligations (e.g., KYC; IT Act), or legitimate interests (e.g., fraud prevention; GDPR Article 6(1)(f), balanced against your rights).

"Personal Information" includes data you provide or we collect automatically. We minimize collection and anonymize/aggregate where possible.

Information You Provide:

• Registration and Profile: Name, email, phone, gender, date of birth (to verify 18+ eligibility), profile picture (optional for Travellers/Guides), languages spoken (Guides), areas covered/pricing (Guides).
• Booking and Transactional: Number of participants, dates/times, meeting preferences, notes, payment details (e.g., card info via secure gateway; not stored by us), PAN/passport for international compliance (with consent).
• Verification (Guides Only): KYC documents (e.g., ID proofs via third-party like Cashfree), photos for listings/experiences. Note: KYC verification confirms basic eligibility only and does not guarantee the quality, safety, or suitability of Guide services. We reserve the right to re-verify or request additional documentation at any time.
• Other Users' Details: If booking for others, you confirm their consent for sharing (e.g., contact info).
• Content and Interactions: Chat messages, reviews/ratings, optional SOS messages/locations, optional vaccination/travel docs if required for services.

Information Collected Automatically:

• Usage Data: IP address, device info, browser type, location (approximate for browsing; precise during trips—Guide mandatory, Traveller optional with consent), cookies/session data.
• Platform Interactions: Booking history, search queries, notifications Preferences, traveler preferences, meeting points, notes, images (listings/travel photos)
• Chat/Logs: Messages, metadata (retention: 12 months).
• Location: Trip tracking (Guide mandatory, Traveller optional; precise data 30 days, then anonymized).
• Reviews/Ratings: Post-trip feedback.
• Payments: Transaction details (international for foreign Travellers).
• SOS: Emergency records (message/location). Foreign Travellers: Additional compliance with local travel rules; no extra data beyond bookings.

Third-Party Sources:

• Social media logins (with permission; e.g., name/email from Google/Facebook/Apple).
• Payment gateways (e.g., Cashfree: transaction confirmations).
• Verification providers (e.g., identity checks).

We do not collect sensitive data (e.g., health/religion) unless voluntarily provided for specific purposes (e.g., dietary notes) and only with explicit consent.

How We Use Your Personal Information:

We use Personal Information for legitimate purposes, limited to what you authorize:

• Platform Services: Facilitate browsing, bookings, chats, payments (20% advance, balance pre-trip), confirmations, notifications, refunds/payouts (post-completion, minus commission), Guide onboarding/verification.
• Safety and Support: Enable SOS alerts, live location tracking (Guides: mandatory during trips for admin access; Travellers: optional), incident monitoring, dispute resolution (7-day window post-trip). We reserve the right to exercise admin override for safety and integrity, including accessing location data or communications in emergencies or suspected violations.
• Improvements: Analyze usage for features (e.g., curated experiences), surveys (anonymous), fraud detection.
• Communications: Send transactional emails/SMS (e.g., reminders), marketing (with opt-in; e.g., offers via email).
• Legal/Compliance: Verify eligibility (18+), process international payments, retain for audits/disputes.
• Miscellaneous:
  • Verify identity (KYC/C-Form).
  • Facilitate bookings/events/messaging.
  • Generate AI outputs (with consent/notice).
  • Moderate content (automated/manual; appeals via support).
  • Improve Services (analytics).
  • Legal compliance (e.g., FRRO submission). Locked KYC fields (post-verification) prevent unauthorized changes; updates require support.

Examples:

• Confirm bookings with Guides via chat.
• Process payouts to Guide wallets (daily EOD, post-commission).
• Share minimal data (e.g., contact/trip details) with Guides for service delivery.

GUIDE OFFERINGS: CURATED EXPERIENCES VS CUSTOM SERVICES:

Curated Experiences are pre-designed itineraries listed on the Platform by independent Guides, while Custom Services are tailored experiences requested and agreed upon directly between Travellers and Guides via Platform communication tools. In both cases:

• Guide Responsibilities: Guides are solely responsible for the accuracy of itineraries (including inclusions/exclusions), meeting points, obtaining necessary permits/entry fees (if applicable), coordinating third-party vendors (e.g., transport or equipment), and providing safety instructions. Guides must ensure compliance with all applicable laws and deliver services as described.
• Platform Role: Our role is strictly limited to providing listing, booking facilitation, payment processing, and customer support. We do not curate, endorse, or guarantee any Guide offerings, experiences, or outcomes.
• Modifications and Cancellations: Minor modifications (e.g., timing adjustments) may be handled via Guide-Traveller communication. Material changes (e.g., itinerary alterations affecting core experience) must be agreed in writing via the Platform and may trigger refunds/credits per our Cancellation Policy. Cancellations follow our policy: Traveller-initiated (fees apply based on timing); Guide-initiated (full refund unless rescheduled). All changes must be logged on the Platform to avoid disputes.

Sharing Your Personal Information (Third-Party Processors)

We share data only as necessary, with safeguards (e.g., contracts under DPDP Act Section 8; GDPR Article 28):

• Service Providers: Payment gateways (Cashfree), verification tools, cloud hosts (e.g., AWS India)—bound by confidentiality.
• Guides/Travellers: Limited sharing for bookings (e.g., contact for coordination; no financials). Strict Prohibition: Off-platform payments or circumvention of the Platform (e.g., direct transfers outside our system) are prohibited. Violations may result in immediate suspension or permanent termination of accounts, forfeiture of fees, and reporting to authorities
• Legal/Authorities: For compliance (e.g., law enforcement, with warrant).
• Business Transfers: In mergers (with notice).

No selling of data. International transfers use GDPR-approved mechanisms. All processors provide DPDP-compliant consents/notices where applicable.

We share data only as necessary with trusted processors:

*Processors are contractually obligated to protect data and not use it for other purposes.

4. Data Retention and Deletion Schedule

We retain data only as needed, with automatic deletion processes:

*Requests for deletion via support; exceptions for legal holds.

NOTE: THE TEMPLATE ARE DONE NOW THE PRIVACY POLICY CONTINUES --

• Service-Specific Disclosures
  • C-Form: Sensitive data deleted post-FRRO completion.
  • Curated Experiences: Address proofs handled securely; gender/vehicle docs retained per schedule.
  • AI Features: Data used solely for generation; outputs not stored without consent. Disclaimers: AI may contain errors; not liable for reliance.
  • Messaging: Attachments scanned for prohibited content; metadata logged for moderation.

DISCLAIMERS, LIMITATION OF LIABILITY, AND USER SUSPENSION

Disclaimers: The Platform is provided "as is" without warranties of any kind, express or implied. We disclaim all liability for Guide services, including but not limited to quality, safety, or outcomes. Users assume all risks associated with travel experiences, including physical injury, property damage, or delays. The Platform does not provide insurance coverage; Users are advised to obtain personal travel insurance. Verification processes do not constitute guarantees of Guide reliability, skill, or safety.

Limitation of Liability: To the fullest extent permitted by law, MargoGuide's total liability shall not exceed the fees paid by the User in the preceding 12 months. We shall not be liable for indirect, incidental, consequential, or punitive damages arising from Platform use, Guide services, or unforeseen events.

Suspension and Termination: We reserve the right to suspend or terminate User accounts at our sole discretion for violations (e.g., prohibited conduct, fake reviews, or safety risks). Suspensions may be temporary or permanent, with notice where feasible. Anti-Fake Review Policy: Reviews must be genuine and based on actual experiences. Fabricated or incentivized reviews are prohibited; violations lead to review removal and account action. Account Takedown Rights: We may remove content or profiles violating terms, including IP infringements.

Intellectual Property and Content License: By uploading content (e.g., photos, reviews), you grant us a worldwide, royalty-free, perpetual license to use, display, and distribute it for Platform purposes. You retain ownership but warrant it does not infringe third-party rights. We may remove infringing content without notice.

Dispute Records: All booking details, chat logs, location data, and payment records serve as conclusive proof in disputes. Users agree these Platform-maintained records are binding.

Unforeseen Scenarios: In events beyond our control (e.g., war, weather disruptions, political events, government restrictions, strikes), rescheduling or cancellations may occur without liability to the Platform. Refunds or credits will be handled per our Unforeseen Scenarios Policy, following Platform investigation. We may request evidence (e.g., photos, official notices) and make the final decision for safety and integrity, including admin override.

Data Security:

We implement reasonable security (DPDP Act Section 8; IT Act Rule 8; GDPR Article 32): encryption, access controls, regular audits. However, no system is infallible—report breaches to admin@margoguide.com. In case of breach, we notify affected users/authorities promptly (within 72 hours under DPDP/GDPR).

How Long Do We Keep Your Personal Information?

Retention is purpose-limited (DPDP Act Section 9; GDPR Article 5(1)(e)):

• Transactional/Chat: 12 months post-trip (for disputes/reviews).
• Location: Precise—30 days during trips, then deleted/anonymized.
• Profiles/KYC: While account active + 7 years for legal (e.g., audits).
• Inactive Accounts: Deleted after 2 years of inactivity (unless legal hold).

You can request deletion anytime (subject to legal retention). Email admin@margoguide.com. We securely erase or anonymize data when no longer needed.

YOUR RIGHTS AND CHOICES:

Under DPDP Act/GDPR, you have rights (exercisable via admin@margoguide.com; response within 30 days):

• Access, correct, or update data.
• Erase ("right to be forgotten") or restrict processing.
• Withdraw consent (may impact services).
• Portability (structured format).
• Object to marketing/profiling.

For grievances: Support → Grievance Officer (7 days) → Escalation (15 days). Contact: admin@margoguide.com EU users: DPO at admin@margoguide.com

Minors (under 18) are ineligible; if we discover such data, we delete it immediately.

COOKIES AND SESSION DATA:

We use cookies/technologies for functionality, analytics, and ads (essential: always; others: with consent via banner). We use essential cookies for functionality; analytics with consent banner: "We use cookies for better experience. Accept/Decline/Manage."

• Types: Session (temporary), persistent (preferences), analytics (Google Analytics—IP anonymized).
• Management: Adjust via browser/App settings. Third-party cookies (e.g., for payments) follow their policies.

Cookie Consent Banner Wording:

On first visit:

"We use cookies to enhance your experience, analyze usage. Essential cookies are always enabled."

CHILDREN'S PRIVACY

The Platform is for 18+ only. We do not knowingly collect minors' data.

CHANGES TO THIS POLICY:

We reserve the right to revise the Privacy Policy from time to time to suit various legal, business and customer requirement. We will duly notify the users as may be necessary. You may always submit concerns regarding this Privacy policy via email to us at admin@margoguide.com. MargoGuide covenants to exercise reasonable efforts in addressing and responding to all reasonable inquiries and concerns.

CONTACT US

Margoguide's Data Protection Officer is responsible for monitoring compliance with relevant legislation in relation to the protection of personal data. Please contact us at admin@margoguide.com, you can contact us for any concerns or questions about your personal information, those we process or store. Our cookie statement may also be updated from time to time. If these updates are substantial, particularly relevant to you or impact your data protection rights, we'll contact you about them. However, we recommend that you visit this page regularly to stay up to date with any other (less substantial or relevant) updates

For questions: admin@margoguide.com

Grievance Officer: Ms. Pranathi Nallala

Office at: Flat No. -S3, Ayyappanagar, Poolbaghroad, Vizianagaram, Andhra Pradesh.

Last Updated: 08/01/2026.