Privacy Policy

1.Who we are and what this covers

Orvia Stays Private Limited ("we") operates the Laorvia brand and this website. This policy covers information we collect through the website, when you book, during your stay, and when you contact us.

2.Information we collect

• Booking details — name, email address, phone number, postal address, stay dates, room and occupancy, and any preferences or requests you tell us.
• Identification — the government photo ID we are legally required to record at check-in, and for foreign nationals passport and visa details reported in Form C.
• Payment information — handled by our payment aggregator. We receive only a transaction reference, the amount, the status and a masked instrument identifier; we do not see or store your full card number, CVV or UPI credentials.
• Stay records — folio and invoice details, services you used, and any incident report involving your stay.
• CCTV footage from public areas of our properties, as described below.
• Website and device data — IP address, browser and device type, pages viewed and timestamps.
• Correspondence — your emails, messages and call records with us.

3.How we use it

• to take and confirm your booking, and to provide your stay
• to take payment, issue a GST invoice, and process a refund where one is due
• to meet our legal obligations on guest identification and reporting to the authorities
• to respond to your enquiries and provide guest service during and after your stay
• to keep guests, staff and the property safe, and to investigate incidents
• to send you service messages about a booking you have made — these are not marketing
• to send offers and news where you have asked for them; you can opt out at any time
• to detect and prevent fraud, and to establish or defend a legal claim

4.Legal basis

Where the Digital Personal Data Protection Act, 2023 applies, we process personal data with your consent or for legitimate uses permitted under that Act, including performing our contract with you and complying with a legal obligation. Guest identification records are kept because the law requires it, not by consent, and so cannot be deleted on request while that obligation lasts.

5.CCTV

Our properties use CCTV in entrances, corridors and other public areas for the safety of guests, staff and property. Cameras are never placed in guest rooms or bathrooms. Recordings are retained for a limited period and are disclosed only to law enforcement on lawful request, or where needed to investigate an incident.

6.When we share information

We do not sell personal information. We share it only as follows:

• Payment aggregators and banks, to process payments, refunds and chargebacks.
• Police, government and regulatory authorities, where the law requires it — including routine guest-register and Form C reporting for foreign nationals.
• The property providing your stay, where it is operated under management or franchise rather than directly by us, so it can host you.
• Travel agencies and booking platforms, where your booking came through them.
• Service providers who host our systems, send our email or provide support tooling, acting on our instructions under contract.
• Professional advisers and insurers, where reasonably necessary.

7.How long we keep it

• Guest identification and register records — for the period Indian law requires, and no less than the period prescribed by the applicable state police and hospitality rules.
• Booking and stay records — up to 3 years after your stay, for service and dispute purposes.
• Invoices, tax and transaction records — for the period tax and company law requires, currently a minimum of eight years.
• CCTV footage — a short rolling period, typically 30 days, unless retained for an incident.
• Enquiries that did not become bookings — up to 24 months.

8.Security

We use reasonable technical and organisational measures appropriate to the sensitivity of the information, including encryption in transit, access limited to staff who need it, and physical controls over ID records. No system can be guaranteed completely secure; if a breach is likely to cause you harm we will notify you and the relevant authority as the law requires.

9.Your rights

Subject to applicable law, and to the record-keeping obligations described above, you may ask us to:

• confirm what personal data we hold about you, and give you access to it
• correct data that is inaccurate, incomplete or out of date
• erase data we no longer have a lawful reason to keep
• withdraw a consent you previously gave
• nominate another person to exercise your rights if you are unable to

10.Grievance officer

To raise a privacy concern or exercise a right, contact our grievance officer Kavia at [email protected], or write to Orvia Stays Private Limited, House No. 1801, Dundahera, Near Yadav Hospital, Industrial Complex Dundahera, Gurgaon 122016, Haryana, India.

We acknowledge requests within 48 hours and aim to resolve them within 30 days. If you remain dissatisfied you may escalate to the Data Protection Board of India.

11.Changes to this policy

We may update this policy. Where a change is material we will say so on this page. The date above always reflects the current version.