Terms and Conditions

These Terms and Conditions ("Terms") are a legally binding agreement between you and VPROVE SOLUTIONS PRIVATE LIMITED (CIN: U72900AP2019PTC110242), a company incorporated under the Companies Act, 2013, having its registered office at 18-1-318, Bhavani Nagar, Tirupati, Andhra Pradesh – 517501, India ("StayYoo", "we", "us", "our").

They govern your use of https://www.stayyoo.com, our mobile site and the StayYoo apps for iOS and Android (together, the "Platform"), and every hotel booking you make through it. In these Terms, "you" and "User" mean anyone who uses the Platform, and "Hotel" means any hotel, homestay, guest house or other accommodation listed on the Platform.

These Terms should be read together with our Privacy Policy and our Cancellation and Refund Policy, which form part of these Terms. By creating an account or making a booking, you confirm that you have read, understood and agree to these Terms. If you do not agree, please do not use the Platform.

StayYoo is an online marketplace that helps you find and book Hotels located in India. We do not own, operate or manage any Hotel. Each Hotel is independent and is solely responsible for its rooms, services, amenities, staff, safety, licences and the accuracy of its listing.

When you book, your contract for the stay is with the Hotel. StayYoo facilitates the booking, collects payment on the Hotel's behalf and supports you with any issues. Our responsibility is limited to providing you with a confirmed booking as selected by you, and to the other obligations set out in these Terms.

You must be at least 18 years old and legally able to enter into a binding contract under the Indian Contract Act, 1872, to create an account or make a booking. The primary guest checking in must also be at least 18 years old.

If you book for other people, you confirm that you are authorised to do so, and that they will follow these Terms and the Hotel's rules.

You may need an account to make a booking. You agree to:

• give true, accurate, current and complete information, and keep it updated;
• keep your password and OTPs confidential and not share them with anyone;
• be responsible for all activity under your account;
• tell us immediately at support@stayyoo.com if you suspect unauthorised use of your account.

We may suspend or close your account if you give false information, misuse the Platform or break these Terms.

Hotel names, addresses, photos, room types, amenities, check-in and check-out times and house rules are provided by the Hotels. We try to keep this information accurate, but we do not guarantee it. Photos are for reference only, and actual rooms may differ.

All prices are shown in Indian Rupees (INR). The price shown at checkout includes the room rate, applicable taxes and StayYoo's convenience fee. StayYoo charges a convenience fee on each booking for providing the online booking service. The fee, and the GST on it, are shown separately at checkout before you pay. Whether the fee is refunded on cancellation is set out in the Cancellation and Refund Policy. Prices and availability can change until your booking is confirmed.

If a price is displayed incorrectly because of an obvious error, we may cancel the booking and give you a full refund, or offer you the booking at the correct price.

A booking is confirmed only when we receive full payment and send you a confirmation by email, SMS or WhatsApp. Payments are processed securely by our payment partner, Razorpay, through cards, UPI, net banking or wallets. StayYoo does not store your full card details.

If a payment fails or is reversed, the booking is not confirmed. If money is deducted but no booking is confirmed, it will be refunded to your original payment method.

If we undercharge you because of a technical error, we may ask you to pay the balance before check-in. If you choose not to pay it, we will cancel the booking and refund the amount you paid in full.

If taxes on your booking change because of a change in law before your stay, the difference may be charged to you or refunded to you, as applicable. A GST invoice is issued for every booking.

• ID proof: every adult guest must carry a valid government-issued photo ID, such as Aadhaar, passport, driving licence or voter ID. Foreign nationals must carry a valid passport and visa. A PAN card may not be accepted by some Hotels.
• Hotel policies: check-in and check-out times, occupancy limits, and rules on unmarried couples, local residents, pets, smoking, alcohol and visitors are set by each Hotel and shown on the listing. Some Hotels do not allow unmarried couples or guests with local IDs to check in.
• Early check-in and late check-out: these depend on availability and may carry an extra charge from the Hotel.
• Conduct and damage: you are responsible for the behaviour of your group, and for any damage caused by you or your guests to the Hotel's property. The Hotel decides the amount of such damage.

Your booking amount covers only the room and any inclusions shown at booking, such as breakfast. Other services, such as food and drinks, room service, laundry, extra beds, and mandatory festive or gala dinner charges set by the Hotel, must be paid directly to the Hotel.

Some Hotels may ask for a refundable security deposit, by cash or card, at check-in. This deposit is collected and refunded by the Hotel, and is separate from your payment to StayYoo.

Cancellations, modifications, no-shows and refunds are governed by our Cancellation and Refund Policy, and by any Hotel-specific policy shown on the listing before you pay. The policy that applies to your booking is also shown in your booking confirmation.

Refunds are made to your original payment method. Date or room changes depend on availability and are treated as a cancellation of the original booking and a new booking at current rates.

The Hotel has the right to admit or refuse guests. If you are refused check-in because you did not carry valid ID, exceeded the occupancy limit or did not meet the house rules shown on the listing, this is treated as a no-show and no refund applies.

If the Hotel cancels your confirmed booking, or cannot give you a room on arrival because of overbooking, a technical error or any other reason not caused by you, we will, at your choice:

• help you find a similar alternative Hotel, subject to availability; or
• give you a full refund of the amount you paid, including any convenience fee.

If you face this situation, please contact us immediately at support@stayyoo.com so that we can help.

By making a booking, you agree that we may contact you by SMS, WhatsApp, email, phone call or push notification about your account and bookings, including confirmations, reminders, payment and refund updates, and changes by the Hotel. These are transactional messages under the rules of the Telecom Regulatory Authority of India (TRAI).

We send offers and promotional messages only if you opt in, and you can unsubscribe at any time. Please make sure that the mobile number and email address you share with us are correct.

If anyone claiming to be from StayYoo asks for any of these, do not share them, and report it to support@stayyoo.com. StayYoo is not responsible for any loss caused by sharing such details with others.

You agree to use the Platform only for lawful, personal booking purposes. You must not:

• make false, fraudulent or speculative bookings, or book for resale without our written permission;
• impersonate any person, or use another person's account, card or payment details without permission;
• scrape, copy or collect data from the Platform using bots, crawlers or other automated tools;
• reverse engineer, decompile or tamper with the Platform or its security features;
• upload viruses, malware or any code that could harm the Platform or other users;
• interfere with or overload the Platform or its servers;
• harass, threaten or abuse our employees, Hotel staff or other users;
• post or share any content that:
  • belongs to someone else and you have no right to share;
  • is obscene, pornographic, paedophilic, invasive of another's privacy, or harmful to children;
  • is defamatory, hateful, or insulting based on religion, caste, gender, race or ethnicity;
  • infringes any patent, trademark, copyright or other proprietary right;
  • is false or misleading, or impersonates another person;
  • threatens the unity, integrity, security or sovereignty of India, or public order;
  • violates any law currently in force in India.

We may remove such content, suspend your account and report unlawful activity to the authorities.

You may post reviews, ratings and photos of Hotels you have stayed at. Your reviews must:

• be based on your own genuine stay;
• be honest, and not false or misleading;
• not be offered or written in exchange for payment, discounts or other benefits;
• not be posted by, or on behalf of, a Hotel owner, employee or competitor;
• follow the acceptable use rules in Section 13.

You keep ownership of your content. By posting it, you give StayYoo a non-exclusive, royalty-free, worldwide licence to display, reproduce and share it on the Platform and in our marketing, with your display name. We may moderate, refuse or remove reviews that break these rules. Reviews reflect the opinion of the user who posted them, not of StayYoo.

The StayYoo name, logo, website and app design, software, text and graphics are owned by or licensed to VPROVE SOLUTIONS PRIVATE LIMITED, and are protected by Indian copyright and trademark laws. You may view and use the Platform only for your personal, non-commercial use. You may not copy, modify, sell or use any part of it without our written permission.

If you believe any content on the Platform infringes your intellectual property, please write to support@stayyoo.com with details, and we will review it promptly.

We grant you a limited, personal, revocable, non-exclusive and non-transferable licence to download and use the StayYoo app on devices you own or control, in line with these Terms and the rules of the Apple App Store or Google Play Store. You must not modify, copy, reverse engineer or distribute the app, or use it to build a competing product.

If you sign in using Google, Facebook or another third-party account, you allow us to receive the information described in our Privacy Policy. Your use of that account is governed by the third party's own terms. You can disconnect it at any time.

The Platform may contain links to third-party websites, such as maps or Hotel websites. We do not control them and are not responsible for their content, products or privacy practices. You use them at your own risk.

You can stop using the Platform and delete your account at any time. We may suspend or terminate your access, with notice where reasonably possible, if you break these Terms, misuse the Platform, commit fraud, or if required by law.

Confirmed bookings made before termination will be honoured or refunded as per the Cancellation and Refund Policy, unless they were made fraudulently. Sections that by their nature should continue, such as intellectual property, limitation of liability, indemnity and governing law, will survive termination.

The Platform is provided on an "as is" and "as available" basis. We work to keep it accurate, secure and available, but we do not guarantee that it will always be error-free or uninterrupted. We may need to take it offline for maintenance, or it may be affected by technical issues beyond our control.

Since Hotels are independent, StayYoo does not guarantee the quality, safety, cleanliness or suitability of any Hotel, and does not endorse any Hotel.

To the extent permitted by law, StayYoo is not liable for:

• any act, omission, error, negligence or breach by a Hotel, including the quality of its rooms and services, or any injury, illness, loss, theft or damage during your stay;
• any indirect, incidental or consequential loss, such as loss of profit, opportunity or travel plans;
• any loss caused by your sharing of your account, OTP or payment details, or by information you gave us incorrectly.

Our total liability for any claim relating to a booking is limited to the amount you paid StayYoo for that booking. Nothing in these Terms limits your rights under the Consumer Protection Act, 2019, or any liability that cannot be limited by law.

You agree to indemnify and hold harmless StayYoo, VPROVE SOLUTIONS PRIVATE LIMITED and its directors, employees and partners from any claims, losses, damages and reasonable legal costs arising from your breach of these Terms, your violation of any law or third-party right, your content, or your conduct or your guests' conduct at a Hotel.

Neither StayYoo nor the Hotel is liable for any failure or delay caused by events beyond reasonable control, such as natural disasters, floods, epidemics, government orders, curfews, strikes, riots, or power or network failures. In such cases, we will work with the Hotel to offer you a refund, credit or alternative, as set out in the Cancellation and Refund Policy.

We may improve, change or discontinue features of the Platform from time to time. We may also update these Terms to reflect changes in law or in our services. We will update the "Last updated" date and notify you of significant changes by email or in-app notice.

Changes apply from the date they are published. Bookings confirmed before a change remain governed by the Terms in force when you booked.

These Terms are governed by the laws of India. We encourage you to first contact us, so that we can try to resolve any issue quickly. Subject to your right to approach a consumer commission under the Consumer Protection Act, 2019, the courts at Tirupati, Andhra Pradesh, have exclusive jurisdiction over any dispute arising from these Terms or your use of the Platform.

• Entire agreement: these Terms, the Privacy Policy and the Cancellation and Refund Policy form the entire agreement between you and StayYoo about your use of the Platform.
• Severability: if any part of these Terms is found invalid or unenforceable, the rest will remain in force.
• No waiver: if we do not enforce a right under these Terms, it does not mean we have given it up.
• Assignment: you may not transfer your rights under these Terms. We may transfer ours to a successor entity in case of a merger, acquisition or restructuring.
• Electronic record: these Terms are an electronic record under the Information Technology Act, 2000, and do not need a physical or digital signature.

In line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, our Grievance Officer handles complaints about bookings, the Platform and content on it:

Designation

Grievance Officer

Company

VPROVE SOLUTIONS PRIVATE LIMITED

Address

18-1-318, Bhavani Nagar, Tirupati, Andhra Pradesh – 517501, India

Email

support@stayyoo.com

We acknowledge complaints within 24 hours and resolve them within 15 days.

CIN

U72900AP2019PTC110242

GSTIN (Andhra Pradesh)

37AAGCV7599A1ZW

GSTIN (Karnataka)

29AAGCV7599A1ZT

Website

https://www.stayyoo.com

Customer support

support@stayyoo.com