We collect the least we can, we keep it only as long as it is useful or the law requires, and we delete it on a schedule rather than when someone remembers to. This page sets out exactly what that means.
This policy covers heavenlyretreat.in, our reservation system, and the guest records we keep at the property. The data controller is Havenly Retreat, trading as Heavenly Retreat, Mohal Shangarh, Shangarh Tehsil, Sainj, Kullu District, Himachal Pradesh 175134, India (GSTIN 02DGFPP8579D2Z5).
01What we collect
When you make a reservation
- Your name, email address and telephone number
- Your stay dates, the suites and meal plan chosen, and the number of guests
- Any request or note you add to the booking
When you pay
- The amount, the method and the date of the payment
- Where you pay by transfer or UPI and send a screenshot as proof, that image
When you arrive
- A government-issued photograph identity document for each adult guest, which accommodation providers in India are required by law to record
When you ask us to send you something
Some parts of this site ask for your details in return for something — a quotation by email, an alert when your dates come free, an offer code, a group enquiry, or a seasonal guide to the valley. Where you use one of those, we collect:
- Your name, email address and, where the form asks for it, your telephone number
- What you were asking about — typically your dates and the size of your party
- The page you asked from, and where you had come from
We use those details to answer the thing you asked for. That is a separate matter from marketing: asking us for a quotation does not subscribe you to anything.
If you ask to hear from us
Some of those forms carry a tick box, unticked, offering news of seasonal rates and offers. Ticking it is a choice of its own, and the only thing that ever adds you to that list. We record the date you agreed and the exact wording you agreed to.
Every such email carries a one-click unsubscribe link. Using it stops them immediately and for good, and we honour it even if you later fill in another form.
When you use the website
- Standard server logs — the pages requested, the time, and a network address
- A small amount of information kept in your own browser so a half-finished booking survives a reload. It stays on your device.
02Why we hold it
- To honour your reservation — to allocate suites, prepare meals, and reach you if something changes.
- To take and verify payment, and to answer questions about a charge afterwards.
- To meet legal obligations — guest identity records and tax records that Indian law requires us to keep.
- To reply to you when you write, call or message.
- To send seasonal news and offers — only to people who asked for them, and only until they ask us to stop.
We do not sell guest data. We do not share it for anyone else's marketing. We do not build advertising profiles from it.
03Card details
We never see or store your card number. Card payments are processed entirely by our payment gateway under its own certified security standards, and what comes back to us is the result of the transaction and a reference — nothing more.
04How long we keep it
Deletion is automatic. A scheduled job runs nightly and removes what has come due, so nothing lingers because it was overlooked.
| What | Held for |
|---|---|
| Payment proof images, such as UPI screenshots | 90 days after check-out |
| Identity documents collected at check-in | 1 year after check-out |
| Reservation and payment records | As required by tax and accounting law |
| Correspondence with you | While it is useful, then deleted |
| Enquiry details, where you never went on to stay | 2 years from your last contact, then deleted entirely |
When a payment proof or an identity document reaches its date, the image itself is deleted from storage. The underlying record that a payment was made stays, because our accounts must balance — but the picture is gone.
05Where it is held, and who can reach it
Guest records are held in an access-controlled database, and documents in private storage that is not reachable from the public internet. Retrieving one produces a link that expires within the minute.
Access is limited to the people who need it to run the property, each with their own named sign-in. Views of an identity document are logged.
We rely on a small number of service providers to operate: our database and storage host, our payment gateway, our email delivery service and our web host. Each receives only what its job requires. We share guest data with nobody else, except where the law or a lawful authority requires it.
06Cookies
We use no advertising cookies and no third-party tracking. The site loads fonts and icons from Google Fonts and a public content network, which in the ordinary course of serving a file will see a network address.
Our booking pages keep a little information in your browser's own storage so a part-finished reservation is still there if you come back. Clearing your browser data removes it.
07Your rights
You may ask us to:
- confirm what we hold about you, and give you a copy;
- correct anything inaccurate;
- delete what we hold, where no legal obligation requires us to keep it;
- stop sending you anything other than messages about a live reservation — the unsubscribe link in any of our emails does this on its own, with no reply needed.
Write to reservations@heavenlyretreat.in with the subject Privacy request. We reply within 30 days. We may need to verify your identity first, which protects you rather than us.
08Children
We welcome families, and a booking may of course name children. We collect their details only through the adult making the reservation, and we hold no data provided directly by a child.
09Changes, and how to reach us
Where this policy changes materially we update the date at the head of this page. Questions, concerns and requests all go to the same place: