Privacy Policy

1. Who this policy applies to

MyWell is provided to hotels as a guest experience and operations platform. This policy applies to three groups:

• Guests staying at a participating hotel who use the MyWell guest portal to place orders, raise requests, or chat with hotel staff.
• Hotel staff who sign in to fulfil orders, manage requests, and operate the day-to-day workflow.
• Hotel administrators who configure outlets, services, menus, branding, and team members for their property.

For guests, the participating hotel is the data controller of stay-related information. MyWell acts as the processor that operates the platform on the hotel's behalf.

2. Information we collect

Information you provide

• Name and mobile number (used to verify your stay and authenticate you via one-time password).
• Email address, where provided by you or your hotel.
• Co-guest details (name and mobile number) added by the primary guest for shared room access.
• Room number and booking window assigned by the hotel.
• Orders, service requests, special instructions, and messages exchanged with hotel staff.
• Optional dietary preferences, allergies, or service notes you choose to add to a request.
• Feedback, ratings, and comments submitted within the app.

Information collected automatically

• Device information (device model, operating system, app version, language, time zone).
• Push notification token, where you have enabled notifications.
• Session and authentication tokens required to keep you signed in securely.
• Diagnostic and usage analytics (screens visited, actions taken, error reports) to improve reliability.
• Approximate technical information about your connection (such as IP address) for security and abuse prevention.

Information from your hotel

• Your check-in / check-out dates and assigned room.
• Authorisation that your phone number may sign in to that stay.
• Charges, invoices, or folio entries posted to your room by hotel staff.

3. How we use information

We use information to operate and improve the Service, specifically to:

• Verify your stay and authenticate you via OTP.
• Provide guest-facing features: room service ordering, housekeeping and maintenance requests, concierge, dining, billing summaries, and chat with hotel staff.
• Route each request to the correct department, outlet, or assigned staff member.
• Send push notifications and in-app updates about the status of your orders and requests.
• Share orders, chat, and request history with verified co-guests on the same booking.
• Allow hotel staff and admins to operate, monitor, and audit service delivery on their property.
• Maintain security, prevent fraud, investigate abuse, and enforce our terms.
• Diagnose crashes, measure performance, and improve features.
• Comply with applicable laws and respond to lawful requests.

4. Legal bases

We process information to perform the service requested by you and your hotel, to pursue our legitimate interests in operating a secure and reliable platform, to comply with legal obligations, and — where required — based on your consent (for example, push notifications). You may withdraw consent for optional processing at any time through your device settings or by contacting us.

5. Sharing of information

We do not sell your personal information. We share information only as described below:

• Your hotel. The participating hotel where you are staying receives the information required to fulfil your requests and operate your stay.
• Verified co-guests. Guests added to your booking by the primary guest can see shared orders and chat threads tied to the room.
• Service providers. Vetted infrastructure partners that host the platform, send OTPs, deliver push notifications, store backups, and provide analytics — strictly under contract and only for operating MyWell.
• Legal and safety. When required by law, regulation, legal process, or to protect the rights, property, or safety of users, staff, or the public.
• Corporate transactions. In connection with a merger, acquisition, financing, or sale of assets, with appropriate safeguards.

6. Data retention

Stay-related data (orders, requests, chat, billing entries) is retained for the duration of your stay and for a reasonable period afterwards to support dispute resolution, accounting, and audit requirements set by the hotel. Authentication records (such as OTP authorisations) are retained briefly for security purposes and then expire. Aggregated and de-identified analytics may be retained longer to improve the Service. When data is no longer needed, it is deleted or anonymised.

7. Your rights

Subject to applicable law, you may request to:

• Access the personal information we hold about you.
• Correct inaccurate or incomplete information.
• Delete information, subject to legal and contractual retention requirements.
• Object to or restrict certain processing.
• Withdraw consent for optional processing such as push notifications.
• Lodge a complaint with a competent supervisory authority.

Requests related to your hotel stay are usually handled fastest by contacting the hotel directly. You may also email us at privacy@mywell.in.

8. Data security

We use industry-standard safeguards including encryption in transit, access controls, row-level authorisation, audit logging, and least-privilege roles for staff and administrators. No system is perfectly secure; if you believe your account has been compromised, contact us immediately at support@mywell.in.

9. Children

MyWell is not directed to children under 13 (or the equivalent minimum age in your jurisdiction). We do not knowingly collect personal information from children. If you believe a child has provided information to us, please contact us so we can take appropriate action.

10. International transfers

MyWell operates from India and may process and store information on infrastructure located in other countries. Where required, we use appropriate safeguards for cross-border transfers.

11. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be communicated through the app or by other reasonable means. The "Effective Date" at the top reflects the latest revision.

12. Contact

Questions about this Privacy Policy or our data practices: privacy@mywell.in
MyWell Hospitality, Hinjewadi, Pune, India · +91 97626 17575