Latest update: 2026/11/2

Welcome to Yatra Booking. This Policy explains how we collect, use, share and protect your personal information.

1. Introduction and Scope

Yatra Booking (“we”, “us”) protects the personal information of passengers, customers, operators and other users. This Policy explains what we collect, why, and how we use, share and protect it when you use our website, apps, booking and support services (the “Platform”). This Policy applies together with our Terms & Conditions and Payment Policy. By using the Platform, creating an account or making a booking, you acknowledge this Policy.

2. Information We Collect

  • Account: name, mobile number, email, password or login credentials, optional profile photo, language and account preferences, account type or role.
  • Passenger and booking: passenger name, phone, email, gender and age or date of birth where required; trip, route, boarding and dropping points, seat, Operator, booking reference, ticket, status, cancellation and refund details; identification details where an Operator or law requires; and travel history.
  • Referrals and Yatra Coins: your referral code and activity, and your Yatra Coins (Diamond, Gold and Silver) balances and transactions.
  • Payment: transaction ID, status, amount, date and time, payment method, gateway reference and refund details. We do not receive or store your PIN, OTP or banking or wallet password.
  • Device and technical: device type, model and operating system, app version, IP address, device identifiers, browser, network and language information, crash reports, error logs and performance data.
  • Location: approximate or precise location, only when a feature needs it and you permit it.
  • Support: your name, contact details, booking and payment details, messages, complaints and any documents you choose to send.
  • Operator and staff users: for Operators and their staff using the Platform, business and role details and activity needed to manage trips, sales and reports.

3. Booking for Someone Else

If you book for another person, you confirm you have their permission to give us their information and that it is accurate. We may share it with the Operator as needed for the journey.

4. How We Use Information

We use information to:

  • Create and manage accounts, search trips, reserve seats and issue tickets and QR codes.
  • Process payments, cancellations, refunds, Yatra Coins and referral rewards.
  • Send confirmations, reminders, schedule changes and support replies.
  • Verify tickets and bookings.
  • Prevent fraud and abuse and keep the Platform secure.
  • Fix problems, analyze performance and improve the Platform.
  • Comply with the law and protect the rights and safety of Yatra Booking, users and Operators.

5. Service and Marketing Communications

We use your phone number and email to send service messages: booking, payment, ticket and seat details, reminders, cancellations, refunds, schedule or boarding-point changes, security alerts and support replies. These are necessary for the service. Where the law permits, we may send promotions (offers, coupons, new routes and services) by push, SMS, email or in-app notice. You can opt out through unsubscribe links or notification settings. Service messages will continue.

6. Sharing with Bus Operators

We share only what is needed for your journey with the relevant Operator: passenger name, contact details where necessary, travel date, route, boarding and dropping points, seat number, booking reference and ticket information.

7. Sharing with Payment and Service Providers

We share transaction information with payment providers (such as Fonepay) to process payments and refunds, confirm status, detect fraud and resolve disputes. They process it under their own privacy policies. We use trusted providers for hosting, databases, email, SMS, push notifications, analytics, crash reporting, customer support, security and fraud checks, maps and file storage. They may access information only as needed to serve us, under contractual and legal safeguards.

8. Legal Disclosure

We may disclose information where reasonably necessary to comply with law, court orders or valid government requests; to investigate fraud or illegal activity; to protect safety; or to protect and enforce our rights and Terms. We limit disclosure to what is necessary.

9. No Sale of Personal Information

We do not sell your personal information to third parties for their own marketing. We share it only as described in this Policy.

10. Cookies and Similar Technologies

Our website uses cookies and similar tools to keep sessions, remember preferences, improve security and understand usage. Third-party services on the Platform may use their own. You can manage cookies in your browser settings; disabling some may affect how the website works.

11. Device Permissions and Location

We request permissions (such as location, notifications, camera or photos) only when a feature needs them, for example nearby boarding points, booking alerts or a profile photo. You can change permissions in your device settings. We do not track your location continuously for ordinary booking.

12. Data Security

We use reasonable technical and organizational safeguards, including encrypted communication, access controls, authentication, secure storage, monitoring, restricted staff access, security updates and backups. No system is completely secure, so we cannot guarantee absolute security.

13. Account Security

Keep your password, OTP, login details and device secure. Our staff will never ask for your password, PIN or OTP. Contact us immediately if you suspect unauthorized access to your account.

14. Data Retention

We keep personal information only as long as needed to provide services, keep account, booking and financial records, process refunds, resolve disputes, prevent fraud, maintain security, enforce our Terms and meet legal obligations (including the record-keeping periods required by Nepal law). When it is no longer needed, we delete, anonymize or securely dispose of it.

15. Account and Data Deletion

  • You may request deletion of your account and personal information through account settings or by contacting support. We may verify your identity first.
  • We will delete or anonymize the data where legally and technically possible. We may keep information needed for legal, tax or financial records, fraud prevention, security, disputes, refunds or enforcing agreements.

16. Your Privacy Rights

  • Subject to law, you may ask to: access the information we hold; correct inaccurate or outdated information (some details you can edit in your account); delete your information; withdraw permissions or consent; ask how your information is processed; and make a privacy complaint.
  • We may verify your identity and may decline requests where the law allows or requires. We will respond within a reasonable time.

17. Children’s Privacy

  • The Platform is for people who can legally contract (18 or older). A parent or guardian should book for a child.
  • We do not knowingly collect unnecessary information from children. If you believe a child has given us information without authorization, contact us and we will act on it.

18. Third-Party Links and Services

The Platform may link to or integrate third-party sites and services. We do not control their privacy practices; please review their policies.

19. International Data Processing

Some providers may process or store data on servers outside Nepal. We take reasonable steps to ensure it is handled appropriately and in line with Applicable Law.

20. Business Transfers

If we undergo a merger, acquisition, restructuring, asset sale or investment, your information may be transferred as part of it, where the law permits and subject to this Policy’s protections.

21. Fraud and Abuse Prevention

We analyze information to identify suspicious bookings, payment fraud, fake accounts, coupon or referral abuse, unauthorized access and other threats. We may suspend, restrict or investigate accounts or transactions where reasonably necessary.

22. Reviews and Feedback

We may use reviews, ratings, feedback and support responses to improve services, investigate complaints, assess Operator quality and develop features. Only content intended for public display will be published.

23. Aggregated and Anonymous Data

We may create aggregated or anonymised data to analyse travel trends and route demand, measure performance and develop features. It is not intended to identify you.

24. Data Breach Notification

If a security incident affects your personal information in a way that creates a real risk to you, we will take prompt steps to contain it and will notify affected users and the relevant authorities where the law requires.

25. Changes to This Policy

We may update this Policy for changes in our services, technology, security needs or the law. The updated Policy is published on the Platform with a new “Last updated” date, and we will give additional notice of significant changes where the law requires.

26. Consent

Where the law requires consent for a particular type of processing, we will ask for it within the relevant feature. You may withdraw consent where applicable, but this may limit our ability to provide some services.

27. Governing Law and Complaints

  • This Policy is governed by the laws of Nepal, and we process personal information in line with them.
  • For privacy complaints, contact us first. If unresolved, you may escalate in writing to support@yatrabooking.com.np quoting your complaint reference, and may also approach the competent authority under Nepal law.

28. Contact Us

For privacy questions, complaints or requests, contact us through the details below. Please include enough information to identify your account and understand your request.

Yatra Booking

Website: yatrabooking.com.np

Email: support@yatrabooking.com.np

Phone: 015971585

Address: Kathmandu-32,Tinkune