Privacy Policy

This Privacy Policy explains how Terranova Exped (“we”, “our”, “us”) collects, uses, shares, and protects your information when you use our website, services, and trips.

Last updated: 1 Sep 2025
GDPR / UK GDPR India DPDP Act CCPA/CPRA

1) Who we are

Terranova Exped operates high-altitude trekking and expedition services.

Entity/Controller: Terranova Exped (India)

Registered addresses:

  • Main Office: 538/C, Anandamath, C Block, Ichhapur – 743144
  • Leh Office: Haldupa Guest House, Upper Tukcha Road, Leh – 194101
  • Manali Office: Hotel Chandan, Mall Rd, Opp. Tibetan Monastery, Manali – 175131

Primary email: info@terranovaexped.com

Bookings and safety are managed by our leadership team (e.g., Anupam Chatterjee – Director & Expedition Leader; Jyoti Karmakar – Expedition Co-ordinator).

2) Scope

This policy covers information processed through our website (including contact forms, WhatsApp links, and newsletter forms), email/phone/WhatsApp inquiries, and trip operations (briefings, permits, logistics). It does not cover third-party sites you reach from our links.

3) Data we collect

A. Information you provide

  • Identity & contact — name, email, phone, address, emergency contact.
  • Booking details — itinerary, group size, preferences, dietary needs.
  • Travel documentation — nationality, ID/passport info required for permits (route-dependent).
  • Health & fitness (optional/sensitive) — allergies, medical conditions, medications, previous altitude history; used strictly for safety and trip suitability with your consent.
  • Payments — transaction IDs via our payment partners; we do not store full card data.
  • User content — messages, reviews, testimonials, photos (with permission).

B. Information collected automatically

  • Device & usage — IP address, browser type, pages viewed, time on page.
  • Cookies & similar tech — to keep sessions, remember preferences, and measure site performance.

C. Information from third parties

  • Referrals/partners — if a travel partner shares your inquiry with us.
  • Payment processors — limited billing metadata to reconcile payments.
  • WhatsApp/Meta, email providers — metadata when you message us via embedded links.
Note on sensitive data: Health information is collected only where necessary for safety and is handled with heightened care; we never use it for marketing.

4) How we use data & legal bases

  • Trip planning & delivery — respond to inquiries, design itineraries, arrange permits, logistics, guides, and safety support. (Contract / Legitimate interests)
  • Safety & medical readiness — acclimatization planning, emergency response. (Vital interests / Consent where required)
  • Payments & invoicing — process deposits, refunds, and receipts. (Contract / Legal obligation)
  • Customer support — communicate about your trip, changes, and post-trip follow-ups. (Contract / Legitimate interests)
  • Marketing (optional) — newsletters or offers with easy opt-out. (Consent / Legitimate interests – subject to local law)
  • Analytics & improvement — measure website performance and fix issues. (Legitimate interests / Consent where required)
  • Compliance & disputes — meet legal requirements and protect our rights. (Legal obligation / Legitimate interests)

5) Cookies & tracking

We use necessary cookies for site functionality and, where enabled, analytics cookies to understand site performance. You can control cookies through your browser settings. If we deploy analytics/ads cookies that require consent in your region, we will request it via a banner.

6) When we share data

We share personal data only as needed:

  • Service providers — hosting, email/SMS tools, cloud storage, customer support, insurance, local logistics partners, and certified guides bound by confidentiality.
  • Payment partners — e.g., your bank or payment gateway to process transactions.
  • Permits & compliance — authorities requiring identity/travel information for route permissions, insurance, or taxation.
  • Embeds & integrations — Google Maps, WhatsApp links, or social widgets may receive technical data from your browser when loaded.
  • Business transfers — in a merger, acquisition, or asset sale, as permitted by law.
  • Legal requests — to comply with law or protect rights, safety, and property.

We do not sell your personal information. We also do not use sensitive health data for advertising.

7) International transfers

Our operations and providers may process data in countries other than yours. Where required (e.g., EEA/UK), we use appropriate safeguards such as the EU Standard Contractual Clauses or UK IDTA, and assess partner practices.

8) Retention

We keep data only as long as necessary for the purposes above:

  • Inquiry records: up to 18 months after last contact.
  • Booking & finance: typically 7 years (tax/accounting rules).
  • Health/safety notes: for the trip duration plus a short safety review window, then minimized or deleted unless legally required.
  • Marketing lists: until you unsubscribe or your address bounces.

9) Security

We implement administrative, technical, and physical safeguards (role-based access, encryption in transit, least-privilege accounts, staff training). No system is perfectly secure; please contact us immediately if you suspect unauthorized activity.

10) Your privacy rights

EEA/UK (GDPR)

You may request access, correction, deletion, restriction, or portability of your data; object to certain processing; and withdraw consent at any time without affecting prior lawful processing. You can lodge a complaint with your local supervisory authority.

India (DPDP Act, 2023)

You may ask to access, correct, update, or delete your personal data, withdraw consent, and raise a grievance. You may also nominate an individual to exercise rights on your behalf in case of incapacity.

California (CCPA/CPRA)

Residents may request to know, delete, and correct personal information, and to opt out of “sale” or “sharing” for cross-context behavioral advertising. We do not sell personal information.

How to exercise rights: Email us (see contact below). We may verify your identity before responding. Some rights are subject to legal exceptions.

11) Children

Our services are not directed to children under 13. For participants under the age of majority, a parent/guardian must provide required consents and emergency information.

13) Changes to this policy

We may update this Privacy Policy to reflect operational or legal changes. We’ll post the new version with a revised “Last updated” date and, where appropriate, notify you.

14) Contact & grievance

Primary contact (privacy): info@terranovaexped.com

Phone: +91 8777853882 / +91 8145194473

Postal: Terranova Exped, 538/C, Anandamath, C Block, Ichhapur – 743144, India

Simple summary: We collect only what’s needed to plan safe, memorable expeditions; we don’t sell data; and you’re in control of your information. Reach out any time.