Customer Terms of Service

Plain-language Summary (for quick reading)

• StayKedarnath.in is a regional aggregator and concierge platform focused on verified stays along the Kedarnath Yatra route. We present property information, assist with booking confirmations, and provide local, on-ground support where feasible.
• We are an intermediary: Service Providers are independently responsible for the supply of accommodation and other Travel Experiences. We do not own or operate the listed properties unless explicitly stated.
• Bookings are contracts between you and the Service Provider. StayKedarnath facilitates communication and (in certain cases) payment processing.
• Important standalone policies: Privacy Policy and Refund & Cancellation Policy. These documents are linked separately on the site and form an integral part of these Terms.

This summary is not a substitute for the full Terms. If you need help understanding anything, contact us at info@staykedarnath.in.

A. General Terms for All Travel Experiences

A1. Definitions

In these Terms the following capitalized words have the meaning set out below:

• Account: the account you create to use the Platform.
• Booking: a confirmed reservation for a Travel Experience that is evidenced by a Booking Voucher or confirmation message.
• Booking Voucher: the confirmation document (email, message or PDF) that confirms a Booking.
• Service Provider: an independent owner/operator of an accommodation, transport service, or attraction listed on the Platform.
• Platform: the website www.staykedarnath.in, any mobile application, and associated interfaces we provide.
• Travel Experience: any product or service listed via the Platform (accommodation, transport, attraction, etc.).
• User/You: any person using the Platform, whether or not a registered account-holder.
• Host Failure: a Service Provider's refusal to honour a confirmed Booking, overbooking, price gouging after confirmation, or any action that denies a confirmed guest access to their reserved Travel Experience.

A2. Scope and Acceptance of Terms

These Terms apply whenever you access or use the Platform, request or make a Booking, leave reviews, or otherwise interact with our services.

Additional or different terms may apply to specific products or promotions and will be presented to you during the booking process; those terms form part of the contract if they are accepted as part of booking.

If a competent authority finds any clause unlawful or unenforceable, the remainder of these Terms remain in force.

A3. About StayKedarnath.in

StayKedarnath.in provides an online platform for discovering, comparing, and requesting Bookings for Travel Experiences in the Kedarnath region. We do not own or operate Service Providers unless explicitly stated.

Our role includes listing, verification (where practicable), showing information, assisting with confirmations, and in some cases facilitating payment processing.

The operational supply of any Travel Experience is the responsibility of the Service Provider. Any contractual rights and obligations connected to the Travel Experience arise between you and the Service Provider when the Booking is confirmed.

A4. The Platform and Content

We obtain information from Service Providers, public sources, and our verification efforts. We endeavor to keep content accurate and up-to-date, but content (including pricing, availability, amenities, and images) may change.

StayKedarnath does not control or guarantee pricing, amenities, availability, or the service quality of accommodations. All such decisions are made solely by independent Service Providers.

The Platform is provided on an"as available" and"as is" basis. We do not promise uninterrupted access, and we are not liable for temporary outages.

The presence of a Service Provider on the Platform is not an endorsement by us. Users should review Service Provider details and confirm directly when necessary.

Platform-Verified Listings

StayKedarnath may perform independent on-ground verification, including capturing photos, videos, and documenting conditions. However, such verification reflects the condition on the date of documentation only. Mountain regions experience rapid changes due to weather, season, or renovations. This verification does not imply ownership, management, or guarantee of long-term accuracy.

Host-Uploaded Content

Service Providers may upload their own photos, descriptions, pricing, and amenities. Hosts remain fully responsible for ensuring accuracy and timely updates. We may revise or remove content that becomes outdated, misleading, or violates our standards.

For full details, see our Disclaimer & Liability Notice.

A5. Values, Conduct & Responsible Use

Users must act in good faith, not post false information, and must respect local laws, cultural norms, and Service Provider rules.

Making fraudulent, abusive, or nuisance bookings is prohibited. Users who behave unreasonably may be blocked and liable for losses to Service Providers or to us.

All reviews and user-generated content must reflect honest, first-hand experiences. Fabricated or defamatory content is prohibited and may be removed.

A6. Personalization and Account Features

We may personalize the Platform experience using your Account preferences and usage data to present relevant offers and content.

You are responsible for maintaining the confidentiality of your Account credentials and for all activities that occur under your Account.

Notify us immediately if you suspect unauthorized access to your Account.

A7. Prices, Errors, and Taxes

Prices shown are indicative and provided by Service Providers. Final prices are confirmed during checkout.

Where obvious pricing errors are displayed (e.g., clearly incorrect currency or decimal mistakes), we may cancel the Booking and refund any amounts paid.

Prices may not include local taxes, service charges, or mandatory levies; these will be displayed during the booking process and may be payable at the property.

A8. Payments and Security

Payment instructions and available methods will be presented during the booking process. Where we act as the payment facilitator, we will clearly indicate this.

We do not store sensitive payment credentials on our servers. We rely on trusted payment processors and follow standard security practices. Users must ensure their payment methods are valid and have sufficient funds.

For certain urgent Bookings (same-day or high-demand peak Yatra periods), full prepayment may be required by the Service Provider to secure inventory.

If you suspect fraudulent activity related to payments, notify us and your card provider immediately.

A9. Policies Applicable to Bookings

When you make a Booking, you accept the Service Provider's cancellation, damage, and other relevant policies which will be displayed during the booking flow.

Our separate Refund & Cancellation Policy and Privacy Policy form part of these Terms.

A10. Privacy & Cookies (summary)

Our Privacy Policy explains the personal data we collect and how we use it. We use cookies and tracking technologies to improve functionality, measure usage, and provide personalised content. You may manage cookie preferences via your browser or the Platform's cookie settings.

A11. Accessibility and Special Requirements

If you have accessibility needs or require special assistance (e.g., mobility, dietary, religious considerations), disclose these during booking. We will pass such requests to the Service Provider and assist where feasible, but compliance is ultimately the Service Provider's responsibility.

A12. Travel Insurance Recommendation

Travel to high-altitude regions like Kedarnath involves additional risks. We strongly recommend you obtain appropriate travel, medical evacuation, and personal accident insurance before travel. We do not provide insurance as part of the Platform services.

A13. Rewards, Promotions & Wallet

Any promotional offers, credits, or wallet balances are subject to separate terms that will be made available when the offer is presented.

We reserve the right to modify, suspend, or terminate promotional programs at our discretion.

A14. Intellectual Property

All Platform content, including text, graphics, logos, and code, is owned by or licensed to StayKedarnath. Unauthorized copying, distribution, or use of our intellectual property is prohibited.

A15. Complaints, Remedies & What If Something Goes Wrong

If a problem arises with a Booking, first contact the Service Provider to seek an immediate resolution.

If the Service Provider cannot resolve the issue, contact us at info@staykedarnath.in with your Booking reference, a description of the issue, and supporting evidence (photos, receipts). We will log and investigate complaints and make reasonable efforts to assist.

Remedies may include refunds, credits, alternative accommodation assistance, or dispute escalation depending on facts and applicable policies.

For urgent safety or medical issues, contact local emergency services immediately and then inform us.

A16. Communication with Service Providers

We may facilitate communications between you and Service Providers, but we do not guarantee response times or outcomes. Any promises made directly by Service Providers form part of the contract between you and that Service Provider.

A17. Measures Against Unacceptable Behavior

We may suspend or terminate Accounts, cancel Bookings, or take other actions where users breach the Terms, defraud Service Providers, or act abusively.

If we cancel your Booking for cause, you may not be entitled to a refund depending on the circumstances.

A18. Limitation of Liability and Indemnification

To the fullest extent permitted by law, our aggregate liability for any claim arising from or related to these Terms or your Booking shall not exceed the total commission or service fee we received for that Booking.

We are not liable for losses caused by Service Providers, natural events, or events beyond our reasonable control.

You agree to indemnify and hold harmless StayKedarnath and our personnel from any claim, loss, or expense arising out of your breach of these Terms, misuse of the Platform, or violation of applicable law.

A19. Force Majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including natural disasters, government actions, strikes, or telecommunications failures. In such events, we will use reasonable efforts to assist affected Users but cannot guarantee outcomes.

A20. Governing Law, Venue & Dispute Resolution

These Terms are governed by the laws of India. To the extent permitted by applicable mandatory consumer protection laws, disputes shall be subject to the jurisdiction of courts in Rudraprayag, Uttarakhand.

Before commencing formal legal action, Users agree to raise disputes via our customer support so we can attempt amicable resolution.

A21. Changes to Terms

We may update these Terms periodically. Material changes will be notified via the Platform or email where appropriate. Continued use of the Platform after the effective date of changes constitutes acceptance.

B. Accommodation-specific Terms

B1. Scope

This section applies to accommodation Bookings (hotels, lodges, homestays, camps, guesthouses) made via the Platform.

B2. Contractual Relationship and Booking Vouchers

A Booking results in a direct contract between you and the Service Provider unless explicitly stated otherwise in writing. StayKedarnath is not a contracting party unless we state otherwise.

A Booking is only confirmed when you receive a Booking Voucher or confirmation message. Always retain the Booking Voucher and present it at check-in if requested.

B3. What StayKedarnath Will Do

• Display property information supplied by Service Providers.
• Where feasible, verify property details through on-ground checks and local verification partners.
• Assist with confirming reservations and, when possible, facilitate payments and refunds.
• Provide local on-ground assistance in case of Host Failure, subject to availability and feasibility.

B4. What You Must Do

• Provide accurate contact, identity, and travel information.
• Carry valid government-issued identification for all guests and any permits required for the Yatra.
• Comply with property house rules and reasonable requests by Service Provider staff.
• Settle outstanding balances or extras directly with the Service Provider at check-in or check-out as required.

B5. Price and Payment Details

The price displayed during booking includes components described at checkout: room rate, any disclosed taxes, and any service fee.

If the Service Provider imposes mandatory local taxes or levies that were not reflected at checkout, you are responsible for paying those directly to the Service Provider unless stated otherwise.

For peak season and urgent bookings, Service Providers may request higher deposit amounts or full prepayment.

B6. Amendments, Cancellations & Refunds (detailed)

Our Refund & Cancellation Policy (separate page) outlines general rules. For bookings processed through the Platform, the standard rules are:

• Full refund for cancellations made 7 or more days before check-in (unless the property specifies a different window at booking)
• 50% refund for cancellations made 2–6 days before check-in
• No refund for cancellations made within 24 hours of check-in

Some Service Providers publish stricter or more flexible cancellation conditions; those specific conditions will be shown during booking and override the general rules.

In Host Failure cases (overbooking, refusal, price change after confirmation), we provide a full refund for payments processed through the Platform and will use reasonable efforts to find suitable alternatives.

If the payment was made directly to the Service Provider, we will liaise on your behalf but cannot guarantee a refund — the final decision rests with the Service Provider unless local law requires otherwise.

B7. Damage Claims and Security Deposits

Service Providers may require a damage/security deposit at check-in. If a damage claim is submitted through the Platform, we will notify you and facilitate an investigation. Proven, reasonable damage costs may be charged to your payment method where permitted.

Ordinary wear and tear or pre-existing issues are not considered damage claims.

B8. Host-Failure Protections & On-ground Assistance

StayKedarnath's local presence allows us to provide on-ground support in many cases. If a confirmed Booking fails due to Host Failure, we will:

• Offer a full refund for payments processed through the Platform, and
• Use local contacts to assist you in locating alternative accommodation when feasible.

Replacement accommodation depends on availability; we cannot guarantee it in all circumstances, especially during peak Yatra dates.

We reserve the right to suspend or remove Service Providers who demonstrate repeated Host Failures or unethical conduct.

C. Transportation, Attractions, and Other Travel Experiences (Reference)

The Platform may list car hire, local transport, attractions, or other services. Each category has specific terms which will be shown during booking. In general:

• Transport services require timely arrival and valid identity; cancellations may have stricter rules.
• Car hire often requires the main driver to present a charge card and valid driving license at pick-up.
• Attraction tickets may be time-limited and non-refundable depending on the provider.

D. Operational Clauses and Additional Provisions

D1. Fraud Prevention & Security Measures

We use industry-standard measures to detect and prevent fraudulent bookings, payment fraud, and account misuse. We may decline or hold suspicious Bookings pending verification.

If we reasonably suspect fraud, we may freeze funds, suspend Accounts, or share limited information with law enforcement as required by law.

D2. Content Standards and Reviews

Reviews and user-submitted content must be honest and first-hand. By submitting content you grant us a worldwide, transferable, perpetual license to use and display that content.

We moderate content and may remove content that violates our standards, is abusive, illegal, or misleading.

D3. Suspension, Termination, and Account Closure

We may suspend or terminate Accounts for violations of these Terms, fraudulent behavior, or legal requirements.

If your Account is closed for cause, we may cancel pending Bookings; in such cases refunds (if any) will be handled according to these Terms and the relevant Service Provider's policies.

D4. Indemnity and Remedies

You agree to indemnify StayKedarnath against any loss, damage, claim, or expense arising from your breach of these Terms or from negligent or unlawful acts.

We reserve the right to pursue all available remedies for losses caused by abusive or fraudulent use of the Platform.

D5. Severability, Interpretation, and Entire Agreement

If any provision of these Terms is found unenforceable, it will be severed and the remainder will remain in effect.

These Terms, together with the Privacy Policy and Refund & Cancellation Policy, constitute the entire agreement between you and StayKedarnath in relation to the Platform.

E. Contact Information and Effective Date

If you have questions, need assistance, or wish to make a complaint, contact us:

These Terms are effective as of the date shown at the top of this document. We may revise the Terms from time to time; material changes will be communicated where practicable.

F. Expanded Definitions and Notes

This section provides additional clarity on specific terms used throughout:

• Booking Voucher: the document sent by email or messaging app that confirms a Booking. Always retain it.
• Host Failure: defined in Section A1 and includes any unfair or unlawful denial of an honoured reservation.
• Net Rate: the final price paid to the Service Provider excluding any platform service fee.
• Service Fee: the fee retained by StayKedarnath for facilitating the Booking (if applicable).
• Force Majeure: events outside reasonable control such as natural disasters, strikes, or government orders.