Privacy Policy

01Who handles your information

Sutra Stack Private Limited, operating as SutraBook, decides how the information described here is used. Our contact details are on the Contact page, and our grievance officer is named in clause 09.

This policy covers what we collect when you book through SutraBook. Once you are staying, the property also holds information about you, under its own policy.

02What we collect

• Your name, email address and phone number.
• The stay itself — property, dates, room, number of guests, and the names of the people staying.
• Anything you tell us in a special request or a message to support.
• A record of your payment: the amount, the date, the last four digits and the gateway’s reference. We never receive or store your full card number, expiry or CVV.
• Basic technical information — IP address, browser, device type and pages viewed — used to keep the site working and to detect fraud.

03Why we are allowed to use it

Most of it is simply necessary to give you what you asked for: you cannot be booked into a room without your name reaching the hotel. Some of it we keep because the law requires it — tax records, for instance. A small amount, such as marketing email, we use only if you have said yes, and you can say no again at any time.

04Who we share it with

• The property you booked. It receives your name, contact details, dates and any request. It cannot run your booking without them.
• Our payment gateway, which is regulated by the Reserve Bank of India and processes your payment and any refund.
• Service providers who host our systems or send our email and messages, under contracts that bar them from using your information for anything else.
• Government authorities, where the law requires it. Indian law obliges hotels to record guest identification, and to report foreign nationals to the authorities on Form C.

We do not sell your personal information, and we do not hand it to advertisers.

05Identity documents

We do not ask for your ID to make a booking. The property will ask to see it at check-in, because Indian law requires a hotel to record it. Where such a document is held in our systems on the property's behalf, it is served only through an access-controlled endpoint and never from a public link.

06How long we keep it

Booking and payment records are kept for eight years, which is the period Indian tax and company law requires. Support messages are kept for three years. Technical logs are kept for a much shorter period, measured in months.

After that, records are deleted or stripped of anything that identifies you.

07Your rights

Under the Digital Personal Data Protection Act, 2023 you may ask us what we hold about you, ask us to correct it, ask us to erase it, and withdraw a consent you gave. Write to connect@sutrastack.com and we will respond.

Some information we cannot delete on request — a completed booking is a tax record, and erasing it is not ours to do. Where that applies we will tell you which record it is and why.

08Cookies

We use cookies to keep you signed in, to remember the search you were in the middle of, and to keep your booking attached to you through the payment step. Blocking them will stop the booking flow from working.

We do not use advertising or cross-site tracking cookies on this site.

09Security, and telling you when it fails

Traffic is encrypted in transit, payment card data never reaches our servers, and access to guest records is restricted to staff who need it and is logged.

No system is perfectly secure. If a breach affects your information, we will notify you and the Data Protection Board of India as the law requires.

10Questions and complaints

Write to connect@sutrastack.com. If you are not satisfied with the answer, our grievance officer is Hitesh Bharadwaj, at connect@sutrastack.com.