1. Two kinds of people, two roles
Agency users (you and your team): we are the data fiduciary — we decide how your account data is processed.
Travelers (your customers): your agency is the fiduciary; Payana is the processor acting on your instructions. Travelers' privacy questions route to their agency first; we assist with every request.
2. What we collect
| Data | Why |
|---|---|
| Account data (name, email, phone, agency details, GSTIN) | Running your workspace, billing, tax invoices |
| Customer & trip data you enter or import | The product itself — pipelines, itineraries, documents |
| Messages via connected channels (WhatsApp, email) | The unified inbox; stored so your team has context |
| Payment status from Razorpay | Trip balances and reminders — we never see card/UPI credentials |
| Usage analytics (feature events, device, IP) | Reliability and product decisions; never sold, never ad-targeted |
3. What we never do
- Sell personal data. To anyone, in any form.
- Show your customer list, pricing, or pipeline to any other agency — including on Discover.
- Use traveler contact details to market anything. The traveler app has no ads and no cross-sell.
- Train AI models on your private data without an explicit opt-in. AI drafting runs on your inputs for your outputs.
4. Where data lives
Production data is stored in AWS Mumbai (ap-south-1), encrypted at rest (AES-256) and in transit (TLS 1.2+). Encrypted backups replicate to AWS Hyderabad. Message delivery necessarily transits Meta (WhatsApp) and your email provider under their own terms.
5. Sub-processors
| Provider | Purpose |
|---|---|
| AWS (India regions) | Hosting, storage, backups |
| Meta Platforms | WhatsApp Business API delivery |
| Razorpay | Payment links & subscription billing |
| Anthropic | AI itinerary drafting (content of drafting requests only) |
The current list is always at this page; we give 30 days' notice in-app before adding one.
6. Retention
- Active workspaces: data kept as long as you keep it.
- Closed accounts: 60-day grace, then deletion from production within 30 further days.
- Our own invoices to you: 8 years (Companies Act requirement).
- Server logs: 90 days.
7. Your rights
Access, correction, export, and erasure — exercised in-product (Settings → Data) or by writing to privacy@payana.today. We respond within 30 days. Travelers should contact their agency first; if that fails, write to us directly and we'll coordinate. Details specific to Indian DPDP and EU GDPR are on the DPDP & GDPR page.
8. Changes
Material changes are announced in-app and by email 30 days ahead. The version number and date at the top of this page always reflect what's in force.