Privacy Policy

This policy explains how Shuvmarg handles information when people use its passenger website and app, booking and support systems, and related operator, agent and crew services. Other providers, including payment providers and operators, may have their own privacy notices for information they process independently.

• Account details such as phone number, name, email, address, profile information, authentication and account-security records. Some profile details can be added after a phone-based booking.
• Passenger and trip details such as traveler name, contact, age or gender where collected, route, date, boarding and dropping points, seat, operator, ticket, QR and boarding status. A booker may provide details about other travelers.
• Booking and payment records: the fare and offer, booking fee, payment sources and references, accepted terms and cancellation rules, payment checks, refund allocations, return references and status. Receipts and supporting documents supplied for a payment or refund may be retained with the review. Payment providers handle sensitive payment credentials; staff do not need your PIN, CVV, banking password or payment OTP.
• SM Money and reward records: refund-credit and reward balances, credit origin, reservations, spending, returns and expiry. Referral records include the referral code, qualifying account relationship and journey milestones. Scratch-card records include the associated booking, reveal or claim time, journey completion and claim or reward expiry.
• Support messages, complaints, device and technical information, security logs, notification tokens and preferences where used. We do not currently collect passenger GPS location or passenger citizenship, passport or other identity-document photographs, including through support. Do not send these documents or payment credentials to support. Related operator, agent and crew services may also process contact, identity, verification and settlement records required for their role.

We use information to create and protect accounts, complete and verify bookings, issue tickets, manage boarding, process payments and refunds, communicate journey updates and support passengers. Payment and credit records let us prevent duplicate spending, apply the accepted cancellation rules, verify a return and explain an account balance. Referral and scratch-card records let us check eligibility, release rewards after completed travel and manage expiry. We also use relevant records to prevent fraud, investigate incidents, manage operator and agent relationships and meet lawful record-keeping requirements. Promotional SMS, email or WhatsApp messages require a separate optional opt-in, unchecked by default. Booking is available without that consent. Accepting these Terms or this Privacy Policy is not marketing consent. You may withdraw marketing consent through the message’s available opt-out route or by contacting support; essential booking, journey, payment and security messages continue where needed.

If you withdraw a device permission, features that genuinely require it may stop working. Transactional messages about an active booking or account security may still be sent even if you opt out of marketing.

The operator responsible for your journey and authorized crew receive only the passenger and booking information needed to run the trip, verify boarding and handle related service issues. Operators must not use these details for promotional messages. An authorized agent may access bookings they made or support. Shuvmarg administrators with the relevant access can review bookings, payment issues, refunds and finance evidence. This does not give an operator access to a passenger’s whole SM Money account. Payment providers receive relevant details to take, verify or refund payment. Technology providers help host and store information, deliver codes and notifications, provide maps, security or support. The application integrates Amazon Web Services storage, Sparrow SMS for verification messages, Google Firebase for push notifications, an email delivery service and eSewa for gateway payments. Their processing depends on the feature used. Website measurement and public-page recordings are described separately in this policy.

We may provide information to a court, regulator or authority when legally required. A business transfer may involve relevant records subject to applicable safeguards. We do not sell or rent passenger information or allow outside companies to use it for their own marketing. A ticket you choose to share or download can contain personal and QR details; share it only with people who need it.

The passenger service does not currently collect passenger GPS location. Before introducing a feature that needs it, we will explain its purpose, update this notice and request the applicable permission. If an authorized crew device supplies a bus location, that information may be used for the active trip, passenger updates and operational or safety review. Passenger-facing tracking should identify the journey without revealing unnecessary private crew information.

Browser and app storage may keep sign-in state, recent searches, traveller details entered in checkout, seat-reservation state and payment references used to recover an interrupted checkout. Clearing storage may sign you out or remove a local checkout shortcut; it does not cancel a booking, prove a failed payment or erase the server’s financial records. A downloaded or locally saved ticket may remain on your device until you remove it. Use device settings to manage optional permissions.

Our retention schedule separates ordinary profile information from records needed for bookings, payments, tax, complaints and legal duties. Essential booking, payment, refund and tax evidence is retained for at least five years after the relevant income year ends, and longer where applicable law, a tax-authority direction or an unresolved audit or legal matter requires it. This does not justify retaining an entire personal profile indefinitely.

Ordinary support emails and messages are deleted or anonymized 12 months after case closure. Routine access and error logs are kept for no more than 90 days. Routine consented support call recordings, if recording is introduced, are deleted after 90 days. Relevant financial evidence and specific unresolved complaint, dispute or security records may be retained longer for the justified purpose; access remains restricted and the hold is reviewed when that purpose ends.

We use access controls and other technical and organizational measures appropriate to the data. Payment and refund evidence is available to authorized staff for the relevant review. Uploaded finance documents may be checked for harmful content and converted or compressed for storage; do not include unrelated personal information. No electronic service can eliminate every security risk. We investigate suspected unauthorized access and make notifications required by law.

Email support@shuvmarg.com to request access, correction or account deletion, withdraw an optional marketing choice, or raise a privacy concern. Include enough information to identify the account; never send passwords, OTPs, payment credentials or identity-document photographs. We use proportionate verification before disclosing or changing information. The account-deletion page explains the request route; signing out is not deletion.

For a verified deletion request, personal data no longer needed is removed from active systems within 30 calendar days, sooner where possible. Protected backup copies expire within up to 30 additional days, allowing up to 60 days in total. Backups are not used for routine access; necessary deletion restrictions must be reapplied if a backup is restored. Required financial records and specifically justified legal holds are excluded and kept with restricted access. We explain relevant retained categories when handling the request.

Account closure does not invalidate paid tickets or pending refund rights. Support remains available without an account login. Unused refund credit is returned to its original payment source before permanent closure. Unused promotional rewards are cancelled without a cash payout, after a clear warning and your confirmation.

Where someone booked for another passenger, we may need to verify the relationship and protect the other passenger's information before responding to a request.

We use Microsoft Clarity to understand clicks, scrolling and navigation on public website pages. Automatic recording is limited to visits verified as originating in Nepal; it stays off elsewhere and when the visitor country cannot be verified. Analytics and advertising cookie access remain denied for automatic recordings. This can limit measurement across pages and visits.

Page text and inputs are masked. Account, authentication, passenger details, booking, checkout, ticket and payment screens, signed-in visits and URLs with query strings or fragments are excluded. Recording stops before form entry or private navigation. Previous tracking rejections and supported browser privacy signals are respected. Microsoft may process device, network and interaction information outside Nepal. Contact support@shuvmarg.com with a privacy question or request.

On public website pages, Shuvmarg loads Google Analytics 4 with analytics storage denied by default to send limited cookieless page-use signals. This is not anonymous processing: Google may receive device and network information. Advertising storage, ad personalization, Google signals and URL passthrough are disabled. Limited measurement excludes account, authentication, booking, ticket and payment pages.

If you previously explicitly allowed analytics, that saved permission remains valid for up to 180 days and may enable analytics cookies, bus-search and checkout events and backend-verified booking revenue. We do not treat booking terms acceptance as analytics permission or automatically grant permission to new visitors. We do not send passenger names, phone numbers, emails, identity documents, payment credentials or raw booking and payment URLs. Google may process information outside your country.

Supported browser privacy signals can disable optional measurement. Previous rejections and supported Global Privacy Control or Do Not Track signals are respected. Rejections remain saved until changed or browser storage is cleared; changing devices or clearing storage can remove a saved preference. Withdrawal stops future measurement and requests cancellation of pending purchase measurements; it cannot recall events already sent. Booking remains available regardless of your choice.

With your separate permission, we use Meta Pixel (ID 4694656017478349) to measure our advertising. It sends page visits and the value and NPR currency of backend-confirmed successful bookings to Meta. Meta also receives browser, device, network and page URL information and may set advertising cookies (_fbp and _fbc), link activity to your Meta account and use it for ad personalization. Meta may process this information outside Nepal. We do not enable automatic event detection or advanced matching, or include passenger names, contact details, seats or payment credentials in event parameters. Provider return payloads are removed before the Pixel loads.

Advertising measurement is off until you choose Allow in our advertising notice. Analytics permission, accepting booking terms and completing a payment do not grant advertising permission. We respect supported Global Privacy Control and Do Not Track signals. Allow choices expire after 180 days; refusals remain saved until changed or browser storage is cleared. You can change this choice in the advertising controls on our website Privacy Policy page at any time. Withdrawal stops future events and removes our first-party Meta cookies; it cannot recall data already sent. Booking works regardless of your choice. Initiated, pending, failed, cancelled, refunded and review-required payments are not recorded as purchases.

An adult may book travel for a child where permitted. We aim to collect only the child information needed for the booking and applicable law. The account holder and person making the booking must be an adult. Children may travel under a booking made by an adult.

Some technology providers may process data outside Nepal. This can include hosting, storage, notifications and optional analytics. We assess the processing purpose, provider access and applicable safeguards before enabling a service; this notice does not claim that all information stays in Nepal. Third-party services linked from Shuvmarg may explain their own processing in their privacy notices.

Support call recording is planned, rather than represented here as an active service. Before any recording starts, we will explain the purpose and obtain your consent. Approved purposes are resolving complaints, checking service quality and training support staff. Only authorized support staff and managers who need recordings for those purposes may access them.

You may decline or withdraw recording consent during the call. Support will continue without recording or through support@shuvmarg.com. Routine recordings follow the 90-day retention period described above, with longer retention only for a specific justified unresolved matter or legal requirement.

When the policy changes, the current version and effective date will be shown on this page. Material changes will be communicated through an appropriate channel where required. For an access, correction, deletion or other privacy request, contact Shuvmarg support using the details below and label the request as a privacy matter.