Privacy Policy

Last updated: 19 August 2026

Soulster is a brand and trademark owned and operated by Pawcation Travel Services Private Limited ("Pawcation", "Soulster", "we", "us" or "our").

This Privacy Policy explains how we collect, use, disclose, store and otherwise process personal information when you use the Soulster website, create or use a customer account, submit a travel enquiry, request travel planning services, communicate with us, make or manage a booking, make a payment or otherwise interact with Soulster.

We respect the privacy of our customers, travellers, website users, hosts, service providers and other persons whose personal information we process.

By using Soulster or providing personal information to us, you acknowledge the practices described in this Privacy Policy, subject to any rights and requirements that apply under applicable law.

1. Who is responsible for your information?

Pawcation Travel Services Private Limited is responsible for the personal information that it collects and processes in connection with Soulster, except where another organisation independently determines how and why it processes particular information.

Depending on the transaction, hotels, homestays, hosts, property owners, transport providers, experience operators, payment-service providers and other travel or technology providers may also process your information under their own privacy practices.

2. Soulster's role in travel transactions

Soulster is a travel discovery, planning and booking platform.

Depending on the particular transaction, Soulster may:

act as a platform or facilitator enabling a transaction between a customer and an independent host or service provider;
assist the customer in discovering, evaluating, planning or booking services supplied by independent third parties;
purchase accommodation or another travel service from a host or supplier and separately sell that service to the customer; or
provide travel-planning, coordination, customer-support or other services directly.

The information we need to process may therefore vary according to the nature of the relevant enquiry, service or booking.

3. Personal information we may collect

We may collect different categories of personal information depending on how you interact with Soulster.

3.1 Account and identity information

This may include:

your name;
email address;
mobile or telephone number;
postal address;
city, state and country;
customer-account identifiers;
profile or display name;
language preferences; and
other information used to maintain your Soulster customer profile.

3.2 Travel enquiry information

When you submit an enquiry or ask us to help plan a holiday, we may collect information such as:

destination or property of interest;
preferred accommodation or room type;
check-in and check-out dates;
number of rooms;
number and composition of travellers;
travel purpose;
budget or price preferences;
special occasions;
holiday preferences and priorities;
activities or experiences of interest;
dietary or accessibility requirements;
pet-related requirements;
free-form enquiry text; and
other information you choose to provide about the proposed trip.

3.3 Traveller information

Where required to plan or fulfil a trip, we may collect information about people travelling with you, including:

names;
ages or dates of birth;
gender where relevant to the service;
contact information;
identification or travel-document details where required;
nationality where relevant;
rooming or occupancy requirements;
dietary preferences;
accessibility requirements;
medical or health-related information that you voluntarily provide where relevant to safely arranging a requested service; and
other information reasonably necessary to plan or provide the relevant travel service.

3.4 Information about children

Travel arrangements may require information about children or infants who are travelling with an adult.

Such information may include name, age, date of birth, relationship to the accompanying adult, occupancy information and other details reasonably required by a property, transport provider or other service provider.

Where you provide information about a child, you should do so only where you are the child's parent, lawful guardian or otherwise authorised to provide that information.

3.5 Pet information

Where you are travelling with a pet, we may collect information such as:

species;
name;
breed;
size or weight;
number of pets;
behavioural or care-related information; and
other information relevant to identifying an appropriate pet-friendly property or service.

3.6 Booking and trip information

If you proceed with a booking or trip, we may collect and maintain:

booking references;
properties and services booked;
travel dates;
room and occupancy details;
transport arrangements;
activities and experiences;
itinerary information;
supplier confirmations;
cancellation and amendment information;
special requests;
traveller preferences;
trip-support requests; and
records relating to completion of the trip.

3.7 Payment and transaction information

Where payments are enabled through Soulster, we may process information such as:

amount payable;
currency;
payment status;
transaction reference;
payment date;
refund information;
billing details; and
other information necessary to reconcile a payment against a booking.

Where card, UPI, banking or other payment credentials are entered directly into a payment provider's interface, those credentials may be processed directly by that provider rather than stored by Pawcation.

We do not intend to store complete payment-card credentials where the payment provider processes those credentials directly.

3.8 Communications

We may maintain records of communications between you and Soulster, including communications made through:

email;
telephone;
WhatsApp;
SMS;
website forms;
customer-account messaging;
support requests; and
other communication channels used to provide our services.

Where necessary to provide a service, we may also retain records of communications with hosts and other service providers relating to your enquiry, booking or trip.

3.9 Reviews, feedback and content

We may collect information you voluntarily submit through:

reviews;
ratings;
customer surveys;
complaints;
testimonials;
photographs; and
other feedback or content.

3.10 Website and technical information

When you use the Soulster website, we and our technology providers may automatically receive technical information such as:

IP address;
browser type;
device type;
operating system;
pages visited;
dates and times of access;
referring pages or websites;
cookie or similar identifiers;
session information;
website interactions; and
security or diagnostic information.

4. How we collect personal information

We may collect personal information:

directly from you;
through your Soulster or Shopify customer account;
through enquiry and booking forms;
through emails, calls, messages and other communications;
when you make or manage a booking;
when you make a payment;
when you provide feedback or reviews;
from another traveller or person organising a trip on your behalf;
from hosts, properties and other service providers in connection with your enquiry or booking;
from payment and technology providers;
from website technologies such as cookies; and
from other lawful sources where relevant to providing our services.

5. Why we process personal information

We may process personal information for purposes including the following.

5.1 Providing the Soulster service

We may use information to:

create and administer customer accounts;
identify and authenticate customers;
respond to enquiries;
understand the context and requirements of a proposed holiday;
recommend destinations, accommodation and experiences;
prepare itineraries and travel options;
obtain availability and pricing;
prepare quotations;
make bookings;
coordinate with hosts and service providers;
manage amendments and cancellations;
process and reconcile payments;
prepare booking confirmations, itineraries and vouchers;
provide pre-travel and in-trip support; and
complete and administer the customer relationship after travel.

5.2 Personalising recommendations

Soulster is intended to provide travel recommendations that reflect the customer's particular context rather than treating every trip in the same way.

We may therefore use information concerning your travel party, preferences, past interactions, previous enquiries or trips and other information you provide in order to improve the relevance of recommendations and planning.

5.3 Operating and improving our business

We may use information to:

operate and improve Soulster's website and internal systems;
understand how customers use our services;
improve destination and property recommendations;
improve customer service;
develop new features;
measure service quality;
perform analytics and reporting;
train and support our team; and
maintain appropriate business records.

5.4 Safety, fraud prevention and security

We may process information to:

protect customer accounts;
prevent fraudulent transactions;
investigate suspected misuse;
protect Soulster systems;
maintain data integrity; and
protect customers, employees, hosts and service providers.

5.5 Legal and regulatory obligations

We may process and retain information where reasonably necessary to:

comply with applicable law;
meet tax, accounting or record-keeping requirements;
respond to lawful governmental or regulatory requests;
establish, exercise or defend legal claims;
investigate disputes or complaints; and
comply with other lawful obligations applicable to our business.

6. Legal basis and consent

We process personal information only where there is an appropriate lawful basis for doing so under applicable law.

Depending on the circumstances, this may include:

your consent;
processing necessary to provide a service requested by you;
processing necessary in connection with a transaction or booking;
processing permitted as a legitimate use under applicable data-protection law;
compliance with legal obligations; or
another lawful ground available under applicable law.

Where we rely on consent, you may withdraw that consent in accordance with applicable law. Withdrawal of consent does not affect processing that was lawful before withdrawal.

Certain information may be necessary in order for us to provide a requested service. If you choose not to provide such information, we may be unable to respond to an enquiry, make a booking or provide the relevant travel service.

7. Information about other travellers

You may provide us with personal information about family members, friends, employees or other persons travelling with you.

You should provide such information only where:

you are authorised to do so;
the information is accurate to the best of your knowledge; and
it is reasonably necessary for the relevant enquiry, booking or travel service.

Where appropriate, you should make the other traveller aware that their information may be processed in accordance with this Privacy Policy.

8. Children and minors

Soulster is not intended to enable children to independently enter into travel bookings.

However, travel arrangements commonly involve children travelling with parents, guardians or other responsible adults.

Where information about a child is required for a booking or travel service, we expect it to be provided by or with the authority of a parent, lawful guardian or other appropriately authorised adult.

We seek to limit information relating to children to what is reasonably necessary for the relevant travel purpose.

Additional consent, verification or other requirements may apply to the processing of children's personal data under applicable law as those requirements come into force.

9. Sharing information with hosts and service providers

Providing travel services necessarily requires information to move between the customer, Soulster and relevant hosts or service providers.

We may therefore share relevant personal information with:

hotels;
homestays;
property owners and hosts;
transport and transfer providers;
experience and activity operators;
guides;
restaurants or other hospitality providers where relevant;
travel-document or permit service providers where applicable; and
other suppliers involved in providing the requested travel service.

This may occur whether Soulster:

facilitates a transaction directly between the customer and the service provider; or
purchases a service from the provider and separately sells that service to the customer.

We aim to share only information reasonably necessary to:

obtain availability or pricing;
respond to an enquiry;
prepare or confirm a quotation;
make or amend a booking;
meet a traveller's disclosed requirements;
resolve a service issue; or
otherwise provide the requested travel arrangement.

Hosts and service providers may independently process information they receive in accordance with their own legal obligations and privacy practices.

10. Technology and service providers

Pawcation uses technology and business-service providers to operate Soulster.

These may include providers of:

e-commerce platforms;
cloud computing and storage;
email and communication services;
customer-support systems;
analytics;
software development and technical support;
payment processing;
accounting or finance services;
fraud prevention;
cybersecurity; and
other operational services.

Where such providers process personal information on our behalf, we seek to use appropriate contractual, technical and organisational safeguards consistent with the nature of the information and applicable law.

11. Shopify

The Soulster customer-facing website uses Shopify technology.

When you use the Soulster website, customer account or commerce functionality, Shopify may process information necessary to provide its technology and related services.

Shopify may act as a service provider to merchants in some circumstances and may independently process certain information in accordance with its own privacy terms and legal obligations.

We encourage you to review any privacy information made available by Shopify concerning its own processing activities.

12. Payment providers

Where online payments are enabled, payments may be processed by third-party payment gateways, banks, card networks, UPI providers or other payment-service providers.

These providers may receive information necessary to authenticate, authorise, process and reconcile the payment.

Their processing of payment credentials and other information may also be subject to their own privacy notices and legal obligations.

13. Professional advisers and authorities

We may disclose information where reasonably necessary to:

lawyers;
auditors;
accountants;
insurers;
banks;
professional advisers;
government bodies;
regulators;
courts; or
law-enforcement authorities.

We will do so where required or permitted by law or reasonably necessary to protect legal rights, investigate fraud, resolve disputes or comply with lawful requests.

14. Business transfers

If Pawcation undergoes a merger, acquisition, restructuring, financing, sale of business or assets or similar corporate transaction, information may be disclosed to relevant advisers, counterparties or successors where reasonably necessary for that transaction and subject to applicable legal requirements.

15. Marketing communications

We may communicate with you about Soulster products, services, destinations or travel opportunities where permitted by applicable law.

Where consent is required, we will seek it as appropriate.

You may opt out of promotional communications using an unsubscribe or opt-out mechanism made available to you, or by contacting us.

Opting out of marketing does not prevent us from sending service-related communications necessary to manage an enquiry, quotation, booking, payment or trip.

16. Service-related communications

We may contact you where reasonably necessary to:

respond to an enquiry;
obtain additional travel information;
provide an itinerary or quotation;
confirm or amend a booking;
request or confirm payment;
provide travel documents;
communicate urgent trip information;
provide customer support; or
address a complaint or service issue.

Depending on the contact details you provide, such communications may be made through email, telephone, SMS, WhatsApp or other appropriate channels.

17. Cookies and similar technologies

Soulster and its technology providers may use cookies and similar technologies to operate and improve the website.

These technologies may be used for purposes such as:

maintaining customer sessions;
authentication;
security;
remembering preferences;
website functionality;
analytics;
performance measurement; and
marketing where permitted.

Some cookies are necessary for the website to function properly.

Where required, Soulster may provide tools through which you can exercise choices concerning non-essential cookies.

Your browser may also allow you to block or delete cookies, although doing so may affect the operation of certain website features.

18. Analytics

We may use analytics tools to understand how customers use the Soulster website and services.

Analytics information may be used to evaluate:

site traffic;
content usage;
customer journeys;
technical performance;
errors;
conversion and enquiry behaviour; and
other information that helps us improve Soulster.

19. Personalisation and automated processing

Soulster may use technology to organise, analyse or match information about a customer's travel requirements with destinations, properties or travel services that may be relevant to those requirements.

For example, information such as travel dates, party composition, stated preferences, pet requirements or previous interactions may be used to help identify suitable travel options.

Where automated tools are used, they may assist Soulster employees rather than independently determine whether a customer may travel or enter into a booking.

Where applicable law provides rights relating to automated decision-making or profiling, Soulster will comply with those requirements.

20. How long we retain information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or where retention is required or permitted by law.

Relevant considerations may include:

whether you have an active customer account;
whether an enquiry or trip is ongoing;
whether a booking has been completed;
customer-support requirements;
refund or cancellation obligations;
accounting and tax requirements;
fraud-prevention needs;
dispute or claims periods;
legal or regulatory requirements; and
whether the information remains reasonably necessary for the purpose for which it was collected.

Different categories of information may therefore have different retention periods.

Where information is no longer required, we may delete, anonymise or otherwise dispose of it in accordance with applicable law and our retention practices.

21. Information security

We use reasonable technical, organisational and administrative safeguards intended to protect personal information against:

unauthorised access;
unauthorised disclosure;
loss;
alteration;
misuse;
destruction; and
other inappropriate processing.

Measures may include access controls, authentication mechanisms, restricted employee access, secure technology providers, logging, backups and other controls appropriate to the relevant system.

No internet, information-system or storage environment can be guaranteed to be completely secure.

Customers should therefore also take reasonable steps to protect their account credentials and notify us promptly if they suspect unauthorised access to their account.

22. Personal data breaches

If we become aware of a personal-data breach, we will investigate and respond in accordance with applicable law.

Where applicable legal requirements require notification to affected individuals, regulatory authorities or other bodies, we will make such notifications in accordance with those requirements.

23. International travel and processing

Travel is inherently international in some circumstances.

A customer may request a service in another country, and the relevant host, hotel, transport provider or other supplier may therefore be located outside India.

Technology providers used by Pawcation may also operate infrastructure or support services across multiple jurisdictions.

Personal information may therefore be processed or accessed outside India where reasonably necessary to provide the requested service or operate our business.

Where restrictions or requirements apply to transfers of personal information outside India, we will comply with applicable law.

24. Your privacy rights

Depending on the law applicable to you and the provisions in force at the relevant time, you may have rights concerning your personal information.

These may include rights to:

obtain information about personal data being processed about you;
access information relating to such processing;
request correction of inaccurate or misleading personal data;
request completion of incomplete personal data;
request updating of personal data;
request erasure where applicable;
withdraw consent where processing is based on consent;
raise a grievance concerning our handling of personal data; and
exercise any other right made available under applicable data-protection law.

The Digital Personal Data Protection Act, 2023 contains rights relating to access, correction and erasure, grievance redressal and nomination, with the relevant provisions subject to the statutory commencement schedule.

25. Exercising your rights

To exercise an applicable privacy right, please contact us using the details set out below.

We may need to take reasonable steps to verify your identity before processing a request.

We may also ask for information reasonably necessary to identify the data or processing activity concerned.

Requests will be handled in accordance with the timeframes and requirements applicable under law.

26. Correction and updating of information

Customers should keep their account and traveller information accurate and up to date.

Where customer-account functionality permits, you may be able to update certain information directly.

You may also contact Soulster to request correction or updating of information that cannot be changed through your account.

27. Erasure and account closure

You may request deletion or erasure of personal information where an applicable legal right permits you to do so.

A request to delete information does not necessarily require deletion of all records relating to you.

We may retain information where reasonably necessary or legally permitted, including for:

completed bookings;
financial and tax records;
fraud prevention;
legal claims;
regulatory requirements;
dispute resolution; or
other lawful retention purposes.

28. Withdrawal of consent

Where we rely on your consent to process personal information, you may withdraw that consent using the relevant account, communication or privacy mechanism made available by Soulster.

Withdrawal will apply prospectively and will not affect the lawfulness of processing carried out before the withdrawal.

Where the relevant information is necessary to provide an ongoing service, withdrawal may mean that we cannot continue to provide that particular service.

29. Grievance redressal

If you believe Soulster has not handled your personal information appropriately, you may raise a grievance with us.

Please provide sufficient information for us to identify the issue and investigate it.

We will address grievances in accordance with applicable law and our internal grievance process.

Where applicable law provides a right to approach the Data Protection Board of India or another competent authority after completing the applicable grievance process, nothing in this Privacy Policy restricts that right.

30. Your responsibilities

When providing information to Soulster, you should:

provide information that is accurate and not misleading;
update material information where it changes;
provide another person's information only where you are authorised to do so;
avoid providing personal information that is unnecessary for the relevant travel purpose; and
protect your customer-account credentials.

31. Third-party websites

The Soulster website may contain links to websites or services operated by third parties.

This Privacy Policy does not govern the privacy practices of an independent third party merely because Soulster links to or integrates with that service.

You should review the privacy notices of relevant third-party services where appropriate.

32. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in:

our services;
our technology;
our business model;
our service providers;
applicable law; or
our privacy practices.

The latest version will be published on the Soulster website with the date of the most recent update.

Where applicable law requires a separate notice or consent for a material change, we will take the required steps.

33. Contact us

For questions about this Privacy Policy or the handling of your personal information, please contact:

Pawcation Travel Services Private Limited
Operating brand: Soulster
Privacy / Grievance Contact: Shikha Khandelwal
Email: sk@mypawcation.com
Registered Office: A2-1702 Uniworld City, Sector 30, Gurgaon 122002, Haryana, India

34. Applicable law

Pawcation processes personal information in accordance with applicable Indian law and other privacy or data-protection requirements that apply to the relevant processing activity.

India's Digital Personal Data Protection Act, 2023 establishes the framework for processing digital personal data and includes provisions concerning notice, consent, data-fiduciary obligations, children's data, access, correction and erasure, grievance redressal and other rights and obligations. Those provisions are subject to the commencement dates notified by the Central Government.

The Digital Personal Data Protection Rules, 2025 have also been formally notified and support implementation of that framework.