1. Introduction

Welcome to Yatra Service CRM (YCRM), accessible via our web panel and Android application (managed under Yatra Service Mobility & Travel). YCRM is a specialized B2B Travel CRM and mobility management platform designed for travel agents, tour operators, vehicle rental vendors, and fleet partners.

By downloading, installing, or accessing the YCRM mobile application or web panel, you agree to the privacy practices outlined in this policy. This document explains how we collect, use, process, and protect data related to travel partners, agents, and their business operations.

2. Information We Collect

To provide comprehensive CRM and business management tools, we collect the following categories of information:

a) Partner & Travel Agent Account Information

• Business & Personal Details: Business/Agency Name, Owner/Agent Full Name, Verified Phone Number, Business Address, Email Address, and account credentials.

• Verification & Billing Information: Identity and business verification documents (where applicable) and subscription/billing details for platform access.

b) Agent's Self-Managed Client Data & Leads

• Independent Client Management: YCRM allows travel agents to log, store, and manage their own independent customer leads, contact details, trip dates, and custom itineraries.

• Data Processing & Commercial Use Disclosure:

We do not sell, trade, or rent an agent’s private client database to third-party advertisers or external agencies.

Internal Analytical & Marketing Usage: By using the YCRM platform, partners and agents acknowledge that Yatra Service may process, analyze, and aggregate this data internally for business intelligence, understanding customer requirements, analyzing market trends, improving platform features, and conducting Yatra Service platform marketing, service updates, and promotional communications.

c) Fleet, Driver & Sub-Vendor Details

• When partners or agents add drivers, sub-vendors, or fleet operators into their YCRM system, we collect Vendor Name, Vendor Phone Number, Driver Name, Driver Phone Number, Vehicle Name, and Vehicle Registration Number to facilitate dispatches and trip allocation.

d) YCRM Android App Permissions (Play Store Compliance)

To deliver core CRM workflows, real-time alerts, and quick communication tools, our YCRM mobile app requests specific device permissions:

• Call Logs, Phone & SMS: Allows partners to view lead call histories, initiate direct follow-up calls, and manage client communication straight from the CRM interface.

• Contacts Access: Enables partners to seamlessly import or save client and lead contact numbers.

• Push Notifications & Background Access: Keeps the application active in the background to instantly deliver new lead alerts, booking dispatches, and urgent system notifications.

• Display Over Other Apps: Permits the app to display quick call overlays or incoming lead pop-ups over other applications for immediate action by busy partners.

• Audio & Media (Music / Custom Ringtones): Used exclusively to trigger specific notification sounds and audio alerts for incoming leads and urgent bookings.

 e) Partner WhatsApp Integration & Messaging Privacy

Our YCRM platform offers an automated WhatsApp messaging tool that allows travel partners and agents to send booking updates, itinerary details, and inquiry responses directly to their customers from their own WhatsApp accounts via QR Code scanning:

• WhatsApp Session & Direct Access:

  • To enable automated customer updates, partners must connect their WhatsApp account to the YCRM platform by scanning a QR Code.

  • Yatra Service does not have personal or direct access to a partner’s connected WhatsApp account. The WhatsApp instance is strictly managed and controlled by the partner directly through their YCRM Web Panel or Mobile App.

• Chat Privacy & No Live Monitoring:

  • We do not read, view, or monitor live chat conversations, personal chats, or media within the partner’s connected WhatsApp account.

• Pre-Defined Templates & Message Logs:

  • Only system-generated, pre-defined template messages (such as automated booking confirmations, itinerary logs, and invoice summaries) sent through the platform are stored in our secure database for audit, delivery tracking, and transactional record purposes.

• Logout & Data Disconnection:

  • When a partner logs out or disconnects their WhatsApp session from the YCRM panel, the active WhatsApp connection is immediately terminated, and no further automated communications can be initiated from that session.

3. How We Use Your Information

We utilize collected information solely for operating, maintaining, and improving the YCRM platform:

• CRM Functionality & Lead Management: To power the dashboard, enable lead tracking, manage custom itineraries, and organize agent bookings.

• Admin Dispatches & Network Coordination: To assign or reassign platform-generated bookings to appropriate travel partners and drivers for trip execution.

• Transactional & Audio Alerts: To deliver push notifications, real-time lead updates, and trigger notification ringtones within the YCRM app.

• Financial & Payout Tracking: To calculate, track, and display partner payouts, earned commissions, subscription plan statuses, and transaction logs.

• Platform Security & Compliance: To prevent fraudulent usage, secure agent accounts, verify app permissions, and comply with legal or regulatory obligations.

4. Data Sharing & Third-Party Disclosure

We respect the confidentiality of our business partners and agents. We never sell or share partner or client data with third-party advertisers. Data is shared strictly under these conditions:

• Infrastructure & Communication Gateways: Shared securely with cloud storage providers, SMS gateways (for OTPs), and push notification services required to run the app.

• Legal Authorities: Disclosed only if mandated by court orders, statutory regulations, or law enforcement investigations.

5. Account & Data Deletion Policy

• Data Retention: Partner and agent data is retained as long as your YCRM account remains active or as required for accounting and legal obligations.

• Account Deletion Request: Travel partners and agents can request the complete deletion of their YCRM account, business profile, and associated data by emailing us at info@yatraservice.in or contacting support through the app settings. Valid deletion requests are processed within 30 days.

6. Legal Liability & Service Disclaimer (Partner & Agent Responsibilities)

Independent Platform Usage & Listing Flexibility: Using the YCRM App or Web Panel does not mandate a partner to list their vehicles, tour packages, or services on the main Yatra Service consumer website (yatraservice.in).
Similarly, vendors listing services on yatraservice.in are not required to actively utilize YCRM for personal CRM operations. The same YCRM app and web portal function as the unified interface for fulfilling platform-assigned website bookings as well as managing independent agent-generated business.

Absolute Operational & Legal Responsibility: All Services Covered: Whether a booking or service (such as Bike Rentals, Car Rentals, Taxi Pickups, Tour Packages, or Hotel Bookings) is assigned via the Yatra Service platform or managed independently by the partner using YCRM, the complete legal, civil, operational, and financial responsibility rests solely with the respective Partner / Travel Agent / Vendor.

Accidents, Damages, Theft & Misconduct Waiver: Complete Liability Disclaimer: Yatra Service Mobility & Travel, its platform, owners, and operators hold zero liability for any road accidents, vehicle collisions, physical injuries, loss of life, property damage, vehicle theft, customer disputes, service delays, driver misconduct, or regulatory non-compliance.

Direct Partner Accountability: Any legal claims, police inquiries, transport department penalties, insurance claims, or financial compensation demands arising from a trip or rental service must be directly settled and addressed by the responsible Partner, Driver, or Vendor executing the service. Yatra Service is explicitly released from all legal liabilities in all circumstances.

7. Security Measures

We implement robust technical, administrative, and physical security controls (including data encryption in transit and secure database storage) to protect partner accounts and sensitive client leads against unauthorized access or data breaches.

8. Contact Information

For privacy inquiries, technical support, or account deletion requests regarding YCRM:

• Business Entity: Yatra Service Mobility & Travel (Ycrm)

• Platform Portal: yatraservice.in

• Phone: +91 80090 93614