Legal
Privacy and Cookie Policy
Last updated: 4 October, 2026
TripEleven (“TripEleven,” “we,” “us,” or “our”) provides a platform where tour, trekking and travel businesses build trip catalogs, publish websites, collect inquiries and bookings, connect payment processors and manage content. This policy explains what personal data we collect, why we use it, who we share it with, how long we keep it, and the choices you have.
It applies to our website (tripeleven.com), the dashboard (app.tripeleven.com), websites published through the platform, and our related services (together, the “Platform”). It forms part of, and should be read with, our Terms & Conditions. Terms such as “Customer,” “Visitors,” “Customer Content” and “Plan” have the same meaning as in those Terms.
1. Our role: controller and processor
We deal with two groups of people, and our role differs for each.
Customers are the businesses and individuals who hold a TripEleven account, and the staff members they invite. For account, billing and Platform usage data, TripEleven is the data controller: we decide why and how that data is used.
Visitors are people who browse a Customer’s published website, send an inquiry or make a booking. For this data, the Customer is the data controller and TripEleven is a processor, handling it only on the Customer’s behalf to run the Platform. Visitors should read the privacy notice of the business they are dealing with and send requests about their data to that business first.
This policy does not cover the practices of Customers, Stripe or other third parties, who have their own policies.
2. Information we collect
From Customers and their staff
- Account details: name, email address, business name, phone number (if provided), role, and password (stored in hashed form, not plain text).
- Billing details: selected Plan, billing history and billing contact. A payment method is required only when you subscribe to a paid Plan. Card details are collected and processed by Stripe, and we do not store full card numbers.
- Customer Content: trips, itineraries, prices, photos, blog posts, branding, domain and DNS settings, and inquiry replies.
- Staff member details: name, email and permissions of people you invite to your account.
- Support messages and anything else you send us.
From Visitors on a Customer’s website
- Inquiry and booking details submitted through forms, such as name, email address, phone or WhatsApp number, travel dates, group size and message content.
- Payment-related information handled by the Customer’s connected payment account (for example Stripe). We do not hold Visitors’ card numbers.
- Technical data such as IP address, browser type, device, pages viewed and referring page.
Collected automatically from everyone
- Usage data: pages viewed, features used and interaction patterns.
- Device and log data: IP address, browser, operating system, language, timestamps and error logs.
- Cookies and similar technologies (see Section 9).
From third parties
- Payment status and account confirmations from Stripe.
- Messages passing through channels a Customer enables, such as WhatsApp or email.
3. How we use information, and why
| Purpose | Examples | Legal basis (where required) |
|---|---|---|
| Provide the Platform | Create accounts, host and publish websites, deliver inquiries and bookings to Customers | Contract |
| Free trials, billing and account management | Start trials, process subscriptions, send receipts and billing notices, handle failed payments | Contract; legal obligation |
| Security and fraud prevention | Detect abuse, protect accounts, keep logs | Legitimate interests; legal obligation |
| Support | Respond to questions and fix problems | Contract; legitimate interests |
| Improve the Platform | Understand which features are used, fix bugs, plan improvements, including through aggregated and anonymized data | Legitimate interests; consent for non-essential cookies |
| Service and product messages | Security alerts, changes to terms, product updates | Contract; legitimate interests |
| Marketing messages (if sent) | Newsletters or offers | Consent where required; you can opt out at any time |
| Legal compliance | Tax, accounting and lawful requests | Legal obligation |
Aggregated and anonymized data. We may use aggregated and anonymized information about how the Platform is used to operate, maintain, analyze and improve our services. This data does not identify you or your Visitors.
What we do not do. We do not sell personal data, and we do not use Customer Content or Visitor inquiry data for our own marketing.
4. Free trials and payment information
To start a 7-day free trial, you do not need to provide a credit card or any payment method, and you are not charged during the trial. When the trial ends, access continues only if you subscribe to a paid Plan. At that point your payment method is collected and processed by Stripe, and we receive from Stripe only the information needed to manage your subscription, such as payment status, card type and the last four digits.
5. AI features
Where the Platform offers AI-assisted features, such as itinerary drafting, the text you submit (for example trip details and prompts) is sent to the AI provider that powers the feature and is handled under that provider’s terms and privacy policy. If you connect your own AI provider account or key, your usage is also subject to that provider’s terms. Do not include Visitors’ personal data in AI prompts. AI output is a drafting aid only, and you are responsible for checking it before use (see our Terms).
6. Who we share data with
We share personal data only as follows:
- Customers: Visitor inquiry and booking data goes to the Customer the Visitor contacted.
- Service providers (processors): companies that help us run the Platform, such as cloud hosting and storage, payment processing (Stripe), email delivery, analytics, error monitoring, live chat (Tawk.to) and AI providers. They may use data only to provide services to us and must protect it.
- Third-party services a Customer enables, such as WhatsApp or other connected payment processors.
- Legal and safety reasons: where required by law, court order or a valid government request, or to protect the rights, safety and security of TripEleven, our users or the public.
- Business transfers: if we are involved in a merger, acquisition or sale of assets, data may be transferred. We will notify you if your data becomes subject to a different privacy policy.
- With your consent or at your direction.
7. International transfers
TripEleven is based in Nepal, and our providers may process data in other countries, where data protection laws can differ. Where required, we use appropriate safeguards, such as contractual protections, for these transfers.
8. Data retention
| Data | Retention period |
|---|---|
| Account data and Customer Content | We keep this information while your account is active. |
| Trial accounts | If you don’t subscribe after your 7-day trial, your website will be unpublished, but your account and Customer Content will be retained for 90 days so you can reactivate your account. After 90 days, we may delete the data. You can request earlier deletion at any time. |
| Cancelled or deleted paid accounts | You may export available Customer Content for 7 days after termination. After this period, we generally delete your personal data within 30 days, except where we need to retain it for legal, security, or legitimate business purposes. |
| Visitor inquiry data | We retain this data on your behalf while your account is active or until you delete it, subject to our legal and security obligations. |
| Billing and tax records | We retain these records for as long as required by applicable law. |
| Logs and security data | We retain these records for a limited period as necessary for security, troubleshooting, fraud prevention, and abuse investigation. |
We may keep certain records longer where the law requires it, for example financial transaction records.
9. Cookies and similar technologies
Cookies are small files stored on your device. We use these categories:
| Category | Purpose | Can you turn it off? |
|---|---|---|
| Essential | Login, session management, security and basic settings | No, the Platform will not work without them |
| Analytics | Understand how people use the Platform so we can improve it | Yes |
| Live chat (Tawk.to) | Provide chat support and keep an ongoing chat running. Tawk.to may set its own cookies and collect technical data under its own privacy policy | Yes, through our cookie settings (where offered) or your browser |
Your choices. You can accept or reject non-essential cookies through our cookie banner (where shown) or your browser settings, and delete existing cookies at any time. Blocking essential cookies may stop parts of the Platform from working.
Customers’ websites. Websites published through TripEleven may use additional cookies or tools chosen by the Customer, who is responsible for explaining them to their Visitors.
10. Security
We use reasonable technical and organizational measures to protect personal data, including encrypted connections (HTTPS), access controls, password hashing and trusted providers such as Stripe for payments. No system is completely secure, so we cannot guarantee absolute security. Use a strong, unique password and keep your login details private, and tell us promptly at hello@tripeleven.com if you suspect unauthorized access. If a data breach affects you, we will notify you and any required authorities as the law requires.
11. Your rights
Depending on where you live, you may have the right to:
- Access the personal data we hold about you.
- Correct inaccurate or incomplete data.
- Delete your data.
- Restrict or object to certain uses.
- Receive your data in a portable format.
- Withdraw consent at any time, where we rely on consent.
- Complain to your local data protection authority.
To use these rights, email hello@tripeleven.com. We may need to verify your identity first and will respond within a reasonable time, and within [30] days where the law sets a deadline. If your request concerns data a Visitor gave to a Customer (for example, a trip inquiry), we may refer you to that Customer, since they control that data.
You can unsubscribe from marketing emails at any time using the link in the email. Service messages, such as security and billing notices, will still be sent.
12. Children
The Platform is for businesses and is not directed at anyone under 18. We do not knowingly collect personal data from children through account sign-ups. If you believe a child has given us personal data, contact us and we will delete it. Customers are responsible for handling any traveler data about minors in line with the law.
13. Links to other sites
The Platform and Customers’ websites may link to other sites, such as WhatsApp, Stripe or social media. We are not responsible for their content or privacy practices.
14. Changes to this policy
We may update this policy from time to time and will post the new version here with a new “Last updated” date. For material changes, we will notify you through the Platform or by email at least 30 days before they take effect, unless a change is required sooner by law or for security reasons. If you keep using the Platform after the changes take effect, you accept the updated policy. If you do not agree, you must stop using the Platform and cancel your account.
15. Governing law
This policy is governed by the laws of Nepal, and disputes are subject to the courts of Pokhara, Nepal, as set out in our Terms, unless applicable law requires otherwise. Nothing in this policy limits any data protection rights you have under the law where you live.
16. Contact
Questions or requests about this policy or your data? Email us at hello@tripeleven.com.
TripEleven
hello@tripeleven.com