Privacy & Cookie Policy
Last updated: 7 November 2026
Who We Are — Contracting Entity
Your personal data is collected and processed by ZFORB International Private Limited if you are a resident of India, and by ZFORB International FZCO (Dubai, UAE) in all other cases. References to "ZFORB", "we", "us", or "our" in this Privacy & Cookie Policy mean the applicable contracting entity depending on your residency. The two entities are separate legal entities sharing the ZFORB brand and platform. Full registered details for both entities (legal names, registered offices, company identification and licence numbers) are set out in the Terms of Use, Section C (Entities & Registered Details).
1. Introduction
ZFORB is committed to protecting your privacy and personal data. This Privacy & Cookie Policy explains how we collect, use, store, and share your information when you use our website (zforb.com), mobile application, and related services (collectively, the "Services"). By using our Services, you consent to the practices described in this policy.
2. Information We Collect
We collect the following categories of information: • Personal Information: Name, email address, phone number, date of birth, nationality, and passport/ID details (for travel bookings). • Payment Information: Payment card details, billing address, and transaction history. Payment data is processed and held securely by our authorised payment partners. • Booking Information: Travel dates, destinations, hotel preferences, guest details, and booking history. • Device Information: Device type, operating system, browser type, IP address, and unique device identifiers. • Usage Data: Pages visited, features used, search queries, and interaction patterns within our Services. • Communications: Messages sent through our concierge service, customer support interactions, and feedback. Messages, comments, mentions and reviews you send to our Instagram and Facebook accounts are received through Meta's platform and shown to our team so we can reply to you. You can ask us to delete them at any time as described at zforb.com/privacy/data-deletion.
3. How We Use Your Information
We use your information to: • Process and manage hotel bookings, membership, StayPass, and experience purchases. • Provide personalised travel recommendations and concierge services, including through AI assistants. • Process payments and prevent fraud. • Communicate booking confirmations, updates, and customer support. • Improve our Services through analytics and usage patterns. • Measure and improve the performance of our advertising, including with Meta Platforms as described in Section 4. • Send marketing communications (with your consent) about products, offers, and features. • Comply with legal obligations and enforce our Terms of Use. • Administer our rewards programme and track point accrual and redemption. For customers in the United States and the European Union, our concierge chat may be handled by automated systems with human review, and you may ask at any time for a person from our team to review or take over your conversation.
4. Data Sharing
We share your information only with the recipients, and for the purposes, described below: • Hotel Partners & Suppliers: Booking details shared with hotels and travel suppliers to fulfil your reservations. • Payment Processors: Transaction data shared with Cashfree (India) and Stripe (international) for payment processing. • Service Providers: Technology partners who help us operate, including cloud hosting (DigitalOcean), email delivery (SendGrid), and analytics services. • AI Assistants: Some ZFORB assistants may be powered by third-party AI model providers. When you use them, the content of your conversation is processed by those providers to answer you. • Advertising Measurement — Meta Platforms (Facebook and Instagram; Meta Platforms Ireland Limited for people in the European Union, and otherwise the Meta company named in Meta's business terms): When you begin a checkout with ZFORB, and again when your payment is completed or unsuccessful, we share a record of that event with Meta Platforms so that we can confirm which of our advertisements led to it and measure how they perform. Each record contains details of the event (such as its type, value, currency and a transaction reference), the ZFORB page on which it took place, and the technical details of your connection: the user agent of your browser or app (which describes its type and version) and your public IP address. If you have agreed to receive marketing communications from ZFORB, the record also carries additional identifiers: your email address, phone number and ZFORB account reference in hashed (coded) form, and the identifiers Meta assigns to an advertisement click and to your browser, where available. Meta uses this information to provide us with measurement and attribution reports and to improve the delivery of our advertising, and retains it under its own data policy. • Legal Requirements: When required by law, court order, or to protect our rights and safety. Advertising measurement — legal basis and your choices: For visitors in the European Union, we share the technical details on the basis of our legitimate interest in measuring and verifying the results of our advertising (GDPR Article 6(1)(f)), and the additional identifiers on the basis of your consent (GDPR Article 6(1)(a)). For customers in India (Digital Personal Data Protection Act, 2023) and in the United Arab Emirates (Personal Data Protection Law), the additional identifiers are likewise shared only with your consent. You may withdraw that consent at any time by switching off marketing emails in the notification settings of your ZFORB account, by using the unsubscribe link in any ZFORB marketing email, or by writing to privacy@zforb.com, and you may object to the sharing of technical details by writing to privacy@zforb.com. A withdrawal or objection applies from that point onward and does not affect sharing that took place before it. We do not sell your personal data to third parties.
5. Cookie Policy
Our website uses cookies and similar technologies to enhance your experience: • Essential Cookies: Required for basic website functionality (session management, security). Cannot be disabled. • Analytics Cookies: Help us understand how visitors interact with our website (Google Analytics 4, Mixpanel). These collect anonymised usage data. • Preference Cookies: Remember your settings and preferences (language, currency, display options). • Attribution Cookie: A first-party ZFORB cookie that remembers the campaign, partner or advertisement link through which you reached us, including any advertisement click reference, so that we can credit your visit to the right source and measure our advertising. It holds no name, email address or phone number and expires after 90 days. A Meta advertisement click reference it holds is shared with Meta only as described in Section 4. • Marketing Cookies: Used to deliver relevant advertisements and measure campaign effectiveness, including the Meta pixel (Facebook and Instagram). Only activated with your consent. You choose whether to allow analytics and marketing cookies when you first visit, and the Meta pixel loads only after you allow marketing cookies. To change your choice later, clear the cookies and site data for zforb.com in your browser and we will ask you again, or write to privacy@zforb.com. You can also manage cookies through your browser settings. Disabling certain cookies may limit website functionality.
6. Data Retention
We retain your personal data for as long as necessary to provide our Services and fulfil the purposes outlined in this policy. Specifically: • Account data: Retained for the duration of your account and 3 years after deletion. • Booking records: Retained for 7 years for legal and accounting compliance. • Payment data: Processed by payment partners per their retention policies; we retain transaction records for 7 years. • Marketing preferences: Retained until you withdraw consent. • Consent records: A record of each marketing choice you make, including any withdrawal, is kept for as long as we may need it to demonstrate that choice under applicable law. • Advertising measurement records: Once shared with Meta Platforms (Section 4), retained by Meta under its own data policy. • Analytics data: Anonymised and retained indefinitely for service improvement.
7. Your Rights
Depending on your jurisdiction, you may have the following rights: • Access: Request a copy of your personal data. • Rectification: Correct inaccurate or incomplete data. • Erasure: Request deletion of your data (subject to legal retention requirements). • Portability: Receive your data in a structured, machine-readable format. • Objection: Object to processing based on legitimate interests. • Withdrawal of Consent: Withdraw consent for marketing communications at any time. We respect the data protection regulations of the UAE (PDPL), EU (GDPR), and India (DPDPA). To exercise your rights, contact us at privacy@zforb.com.
8. Data Security
We implement industry-standard security measures to protect your data: • Encryption: All data transmitted via TLS/SSL. Sensitive data encrypted at rest. • Access Controls: Role-based access with multi-factor authentication for internal systems. • Infrastructure: Hosted on DigitalOcean with enterprise-grade security certifications. • Monitoring: Continuous security monitoring and regular vulnerability assessments. • Incident Response: Established procedures for identifying and responding to data breaches.
9. International Transfers
Your data may be transferred to and processed in countries other than your country of residence, including the United Arab Emirates, India, and other countries in which our service providers (including AI model providers) operate. We ensure appropriate safeguards are in place for international transfers, including contractual protections and compliance with applicable data transfer regulations. Records shared with Meta Platforms for advertising measurement (Section 4) are processed by Meta in countries that include the United States, subject to the data transfer safeguards in Meta's business terms.
10. Children's Privacy
Our Services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us at privacy@zforb.com and we will take steps to delete such information.
11. Changes to This Policy
We may update this Privacy & Cookie Policy from time to time to reflect changes in our practices, technology, or legal requirements. Material changes will be communicated via email or through the ZFORB application. The "Last updated" date at the top of this page indicates when the policy was last revised.
12. Contact Us
For questions or concerns about this policy or your personal data: • Email (all residents): privacy@zforb.com • Indian residents — Data Protection queries: privacy@zforb.com (ZFORB International Private Limited). Grievance Officer (India): Aman Priye Jain — grievance@zforb.com · +91 90566 93672; complaints acknowledged within forty-eight (48) hours and resolved within thirty (30) days • UAE and international residents — Data Protection queries: privacy@zforb.com (ZFORB International FZCO) Current entity details (legal name, registered office, licence and tax registration) are set out in the Terms of Use, Section C (Entities & Registered Details).
13. Grievance & Data Protection Officers
ZFORB has appointed jurisdiction-specific Grievance Officers and a Data Protection Officer to handle data protection inquiries and complaints under applicable law. India (DPDPA and the Consumer Protection (E-Commerce) Rules, 2020) — Grievance Officer: Aman Priye Jain, ZFORB International Private Limited, Plot No. 1640, JLPL, Sector-82, S.A.S. Nagar (Mohali) - 160055, India. Email: grievance@zforb.com. Phone: +91 90566 93672. European Union (GDPR) — Data Protection Officer, ZFORB International FZCO. Email: grievance@zforb.com. United Arab Emirates (PDPL) — Grievance Officer, ZFORB International FZCO, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates. Email: grievance@zforb.com. Complaints are acknowledged within forty-eight (48) hours and resolved within thirty (30) days of receipt of a complete complaint.