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User Agreement

  1. This User Agreement along with Terms of Service (collectively, the "User Agreement") forms the terms and conditions for the use of services and products of BBR Hospitality Private Limited (“bookbyrooms").
  2. Any person ("User") who inquiries about or purchases any products or services of bookbyrooms through its websites, mobile applications, sales persons, offices, call centers, branch offices, franchisees, agents etc. (all the aforesaid platforms collectively referred to as “Sales Channels”) agree to be governed by this User Agreement. The websites and the mobile applications of bookbyrooms are collectively referred to as ‘Website’.
  3. Both User and bookbyrooms are individually referred to as 'Party' and collectively referred to as 'Parties' to the User Agreement.
  4. “Terms of Service” available on bookbyrooms’s website details out terms & conditions applicable on various services or products facilitated by bookbyrooms. The User should refer to the relevant Terms of Service applicable for the given product or service as booked by the User. Such Terms of Service are binding on the User.
  1. The User must be atleast 18 years of age and must possess the legal authority to enter into an agreement so as become a User and use the services of bookbyrooms. If you are a minor or are below the age of 18 years, you shall not register as a User of the Website and shall not transact on or use the Website.
  2. As a minor if you wish to use or transact on the Website, such use or transaction shall only be made by a person of legal contracting age (legal guardian or parents). We reserve the right to terminate your membership and/or block access to the Website if it is discovered that you are a minor or incompetent to contract according to the law or any information pertaining to your age entered at the time of creation of account is false.
  3. Before using the Website, approaching any Sales Channels or procuring the services of bookbyrooms, the Users shall compulsorily read and understand this User Agreement, and shall be deemed to have accepted this User Agreement as a binding document that governs User’s dealings and transactions with bookbyrooms. If the User does not agree with any part of this Agreement, then the User must not avail bookbyrooms's services and must not access or approach the Sales Channels of bookbyrooms.
  4. All rights and liabilities of the User and bookbyrooms with respect to any services or product facilitated by bookbyrooms shall be restricted to the scope of this User Agreement.
  1. All content provided through various Sales Channels, including but not limited to audio, images, software, text, icons and such similar content ("Content"), are registered by bookbyrooms and protected under applicable intellectual property laws. User cannot use this Content for any other purpose, except as specified herein.
  2. User agrees to follow all instructions provided by bookbyrooms which will prescribe the way such User may use the Content.
  3. There are a number of proprietary logos, service marks and trademarks displayed on the Website and through other Sales Channels of bookbyrooms, as may be applicable. bookbyrooms does not grant the User a license, right or authority to utilize such proprietary logos, service marks, or trademarks in any manner. Any unauthorized use of the Content, will be in violation of the applicable law.
  4. bookbyrooms respects the intellectual property rights of others. If you notice any act of infringement on the Website, you are requested to send us a written notice/ intimation which must include the following information;
    1. clear identification of such copyrighted work that you claim has been infringed;
    2. location of the material on the Website, including but not limited to the link of the infringing material
    3. The proof that the alleged copyrighted work is owned by you;
    4. Contact information;
  5. The aforesaid notices can be sent to bookbyrooms by email at
  1. The Website is meant to be used by bonafide User(s) for a lawful use.
  2. User shall not distribute exchange, modify, sell or transmit anything from the Website, including but not limited to any text, images, audio and video, for any business, commercial or public purpose.
  3. The User Agreement grants a limited, non-exclusive, non-transferable right to use this Website as expressly permitted in this User Agreement. The User agrees not to interrupt or attempt to interrupt the operation of the Website in any manner whatsoever.
  4. Access to certain features of the Website may only be available to registered User(s). The process of registration, may require the User to answer certain questions or provide certain information that may or may not be personal in nature. Some such fields may be mandatory or optional. User represents and warrants that all information supplied to bookbyrooms is true and accurate.
  5. bookbyrooms reserves the right, in its sole discretion, to terminate the access to the Website and the services offered on the same or any portion thereof at any time, without notice, for general maintenance or any other reason whatsoever.
  6. bookbyrooms will always make its best endeavors to ensure that the content on its websites or other sales channels are free of any virus or such other malwares. However, any data or information downloaded or otherwise obtained through the use of the Website or any other Sales Channel is done entirely at the User’s own discretion and risk and they will be solely responsible for any damage to their computer systems or loss of data that may result from the download of such data or information.
  7. bookbyrooms reserves the right to periodically make improvements or changes in its Website at any time without any prior notice to the User. User(s) are requested to report any content on the Website which is deemed to be unlawful, objectionable, libelous, defamatory, obscene, harassing, invasive to privacy, abusive, fraudulent, against any religious beliefs, spam, or is violate of any applicable law On receiving such report, bookbyrooms reserves the right to investigate and/or take such action as the Company may deem appropriate.
  1. Except with the prior registration with bookbyrooms as B2B agents, priority partner or a franchisee, and explicit permission of bookbyrooms to use the Website, all travel agents, tour operators, consolidators or aggregators (“Travel Agents”) are barred from using this Website for any commercial or resale purpose. If any such bookings are detected, bookbyrooms reserves the right, including without limitation, to cancel all such bookings immediately without any notice to such travel agents and also to withhold payments or any refunds thereto. bookbyrooms shall not be held liable for any incidental loss or damage that may arise from the bookings made by any person through such Travel Agents. The liability in case of such cancellations shall be solely borne by such Travel Agents.
  2. All discounts and offers mentioned on the Website are applicable only to the User(s) of bookbyrooms for legitimate bookings.
  1. Unless bookbyrooms explicitly acts as a reseller in certain scenarios, bookbyrooms always acts as a facilitator by connecting the User with the respective service providers like airlines, hotels, restaurants, bus operators etc. (collectively referred to as “Service Providers”). bookbyrooms’s liability is limited to providing the User with a confirmed booking as selected by the User.
  2. Any issues or concerns faced by the User at the time of availing any such services shall be the sole responsibility of the Service Provider. bookbyrooms will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence on part of any Service Provider
  3. Unless explicitly committed by bookbyrooms as a part of any product or service:
    1. bookbyrooms assumes no liability for the standard of services as provided by the respective Service Providers.
    2. bookbyrooms provides no guarantee with regard to their quality or fitness as represented.
    3. bookbyrooms doesn’t guarantee the availability of any services as listed by a Service Provider
  4. By making a booking, User understands bookbyrooms merely provides a technology platform for booking of services and products and the ultimate liability rests on the respective Service Provider and not bookbyrooms. Thus the ultimate contract of service is between User and Service Provider.
  5. User further understands that the information displayed on the Website with respect to any service is displayed as furnished by the Service Provider. bookbyrooms, therefore cannot be held liable in case if the information provided by the Service Provider is found to be inaccurate, inadequate or obsolete or in contravention of any laws, rules, regulations or directions in force.
  1. Users are advised to check the description of the services and products carefully before making a booking. User(s) agree to be bound by all the conditions as contained in booking confirmation or as laid out in the confirmed booking voucher. These conditions are also to be read in consonance with the User Agreement.
  2. If a User intends to make a booking on behalf of another person, it shall be the responsibility of the User to inform such person about the terms of this Agreement, including all rules and restrictions applicable thereto.
  3. The User undertakes to abide by all procedures and guidelines, as modified from time to time, in connection with the use of the services available through bookbyrooms. The User further undertakes to comply with all applicable laws, regulations, orders, directions etc. issued by either the Central Government, State Government, District Authorities or any other statutory body empowered to do so w.r.t use of services or for each transaction.
  4. The services are provided on an "as is" and "as available" basis. bookbyrooms may change the features or functionality of the services being provided at any time, in its sole discretion, without any prior notice. bookbyrooms expressly disclaims all warranties of any kind, whether express or implied, including, but not limited to the implied warranties of merchantability, reasonably fit for all purposes. No advice or information, whether oral or written, which the User obtains from bookbyrooms or through the services opted shall create any warranty not expressly made herein or in the terms and conditions of the services.
  5. User also authorizes bookbyrooms’s representative to contact such user over phone, message and email. This consent shall supersede any preferences set by such User through national customer preference register (NCPR) or any other similar preferences.
  1. While registering on the Website, the User will have to choose a password to access that User’s account and User shall be solely responsible for maintaining the confidentiality of both the password and the account as well as for all activities on the account. It is the duty of the User to notify bookbyrooms immediately in writing of any unauthorized use of their password or account or any other breach of security. bookbyrooms will not be liable for any loss that may be incurred by the User as a result of unauthorized use of the password or account, either with or without the User’s knowledge. The User shall not use anyone else's account at any time.
  2. User understands that any information that is provided to this Website may be read or intercepted by others due to any breach of security at the User’s end.
  3. bookbyrooms keeps all the data in relation to credit card, debit card, bank information etc. secured and in an encrypted form in compliance with the applicable laws and regulations. However, for cases of fraud detection, offering bookings on credit (finance) etc., bookbyrooms may at times verify certain information of its Users like their credit score, as and when required.
  4. Additionally, bookbyrooms may share your Personal Information in an anonymized and/ or aggregated form with a third party that bookbyrooms may engage to perform certain tasks on its behalf or to fulfill the desired booking, including but not limited to payment processing, data hosting, data processing , credit score and assessing credit worthiness for offering bookings on credit in accordance with the applicable laws.
  5. Additionally, bookbyrooms may share your Personal Information in an anonymized and/ or aggregated form with a third party that bookbyrooms may engage to perform certain tasks on its behalf, including but not limited to payment processing, data hosting, data processing , credit score and assessing credit worthiness for offering bookings on credit in accordance with the applicable laws.
  6. bookbyrooms adopts the best industry standard to secure the information as provided by the User. However, bookbyrooms cannot guarantee that there will never be any security breach of its systems which may have an impact on User’s information too.
  7. The data of the User as available with bookbyrooms may be shared with concerned law enforcement agencies for any lawful or investigation purpose without the consent of the User.
  1. In addition to the cost of booking as charged by the Service Providers, bookbyrooms reserves the right to charge certain fees in the nature of convenience fees or service fees. bookbyrooms further reserves the right to alter any and all fees from time to time. Any such additional fees, including fee towards any modifications thereof, will be displayed to the User before confirming the booking or collecting the payment from such User.
  2. In cases of short charging of the booking amount, taxes, statutory fee, convenience fee etc., owing to any technical error or other reason, bookbyrooms shall reserve the right to deduct, charge or claim the balance amount from the User and the User shall pay such balance amount to bookbyrooms. In cases where the short charge is claimed prior to the utilization of the booking, bookbyrooms will be at liberty to cancel such bookings if the amount is not paid before the utilization date.
  3. Any increase in the price charged by bookbyrooms on account of change in rate of taxes or imposition of new taxes, levies by Government shall have to be borne by the User. Such imposition of taxes, levies may be without prior notice and could also be retrospective but will always be as per applicable law.
  4. In the rare circumstance of a booking not getting confirmed for any reason whatsoever, bookbyrooms will process the refund of the booking amount paid by the User and intimate the User about the same. bookbyrooms is not under any obligation to provide an alternate booking in lieu of or to compensate or replace the unconfirmed booking. All subsequent bookings will be treated as new transactions. Any applicable refund will be processed as per the defined policies of the service provider and bookbyrooms as the case may be.
  5. The User shall be completely responsible for all charges, fees, duties, taxes, and assessments arising out of the use of the service, as per the applicable laws
  6. The User agrees and understands that all payments shall only be made to bank accounts of bookbyrooms. bookbyrooms or its agents, representatives or employees shall never ask a customer to transfer money to any private account or to an account not held in the name of bookbyrooms. The User agrees that if that user transfers any amount against any booking or transaction to any bank account that is not legitimately held by bookbyrooms or to any personal account of any person, bookbyrooms shall not be held liable for the same. User shall not hold any right to recover from bookbyrooms any amount which is transferred by the User to any third party.
  7. The User will not share his personal sensitive information like credit/debit card number, CVV, OTP, card expiry date, user IDs, passwords etc. with any person including the agents, employees or representatives of bookbyrooms. The User shall immediately inform bookbyrooms if such details are demanded by any of its agents’ employees or representatives. bookbyrooms shall not be liable for any loss that the User incurs for sharing the aforesaid details.
  8. bookbyrooms provides various modes of making payments on the Website for transacting, like UPI, Credit/Debit Cards of various banks, Net Banking facility of all major banks, bookbyrooms and third party Wallets, Gift Cards, EMI and more.
  9. Refunds, if any, on cancelled bookings will always be processed to the respective account or the banking instrument (credit card, wallet etc.) from which payment was made for that booking.
  10. Booking(s) made by the User through bookbyrooms are subject to the applicable cancellation policy as set out on the booking page or as communicated to the customers in writing.
  11. Any cashback earned by the User as bookbyroom’s Wallet will be debited from User’s wallet in case of any partial/full cancellation, modifications including but not limited to date change, name change etc. of the bookings made. In event if the cashback is already utilized by the User for any further bookings or against the modified booking then bookbyrooms reserves the right to adjust the cashback amount at time of refund against the cancelled booking or charge the utilized cashback amount with the modified booking amount as the case maybe. The User agrees and acknowledges that bookbyrooms shall be the sole authority to decide the credit or adjustment of the cashback amount pursuant to this clause and in case of any dispute, decision taken by bookbyrooms shall be final and binding.
  1. bookbyrooms will send booking confirmation, itinerary information, cancellation, payment confirmation, refund status, schedule change or any such other information relevant for the transaction or booking made by the User, via SMS, internet-based messaging applications like WhatsApp, voice call, e-mail or any other alternate communication detail provided by the User at the time of booking.
  2. bookbyrooms may also contact the User through the modes mentioned above for any pending or failed bookings, to know the preference of the User for concluding the booking and also to help the User for the same.
  3. The User hereby unconditionally consents that such communications via SMS, internet-based messaging applications like WhatsApp, voice call, email or any other mode by bookbyrooms are:
    1. upon the request and authorization of the User;
    2. ‘transactional’ and not an ‘unsolicited commercial communication’ as per the guidelines of Telecom Regulation Authority of India (TRAI), and
    3. in compliance with the relevant guidelines of TRAI or such other authority in India and abroad.
  4. The User will indemnify bookbyrooms against all types of losses and damages incurred by bookbyrooms due to any action taken by TRAI, Access Providers (as per TRAI regulations) or any other authority due to any erroneous complaint raised by the User on bookbyrooms with respect to the communications mentioned above or due to a wrong number or email id being provided by the User for any reason whatsoever.
  1. Unless explicitly provided by bookbyrooms in any specific service or deliverable, obtaining sufficient insurance coverage is the obligation of the User. In no case bookbyrooms shall accept any claims arising out of such scenarios.
  2. Insurance, if any provided as a part of the service or product by bookbyrooms shall be as per the terms and conditions of the third-party insurance company. bookbyrooms merely acts as a facilitator in connecting the User with insurance company. The User shall contact the insurance company directly for any claims or disputes. bookbyrooms shall not be held liable in case of partial acceptance or denial of the claims by the insurance company.
  1. The RBI mandates collection of PAN details for all transactions made under Liberalized Remittance Scheme (LRS) which include any international booking made on the Website or through Sales Channels. The User warrants and confirms that PAN details of the User/traveler will be shared by the User on or before the cut-off date prescribed by bookbyrooms either at the time of booking or after the booking is made. In case the traveler is a minor, bookbyrooms will require PAN details of the parent/guardian of such minor. The User further confirms that non-compliance of this requirement may result in cancellation of the booking
  2. The User warrants and confirms that the total amount of foreign exchange purchased or remitted during the current financial year, through all sources in India (including the current transaction) falls within the permissible limit prescribed by the RBI. The User further confirms that foreign exchange, if any, purchased by User for the purpose of international travel under the current booking will be utilized for the purpose indicated above.
  3. The User authorizes bookbyrooms to retrieve User’s/ traveler’s (in case booking on someone’s behalf) PAN details from Users profile, previous bookings or share User/traveller’s data with third party(ies) for collecting or verifying PAN details solely for the purposes mentioned in this Agreement.
  4. The User understands bookbyrooms does not collect User’s PAN details without consent. If the User wishes to opt of providing the same or wishes to delete it if already provided, the User may do so by accessing the profile information through the Desktop
  1. International bookings made through bookbyrooms are subject to the requirements of visa including but not limited to transit visa, OK TO BOARD which are to be obtained by the User as per the requirement of their travel bookings and the requirements of the countries the User intends to visit or transit through.
  2. bookbyrooms is not responsible for any issues, including inability to travel, arising out of such visa requirements and is also not liable to refund any amount to the User for being unable to utilize the booking due to absence or denial of visa, irrespective whether or not the User has availed the services of bookbyrooms for the visa process too. Refund, if any, will be as per the applicable terms of booking and cancellation policy.
  1. There can be exceptional circumstances where bookbyrooms and / or the Service Providers may be unable to honor the confirmed bookings due to various reasons like act of God, labor unrest, pandemic, insolvency, business exigencies, government decisions, terrorist activity, any operational and technical issues, route and flight cancellations etc. or any other reason beyond the control of bookbyrooms. If bookbyrooms has advance knowledge of any such situations where dishonor of bookings may happen, it will make its best efforts to provide similar alternative to the User or refund the booking amount after deducting applicable service charges, if supported and refunded by that respective service operators. The User agrees that bookbyrooms being merely a facilitator of the services and products booked, cannot be held responsible for any such Force Majeure circumstance. The User has to contact the Service Provider directly for any further resolutions and refunds.
  2. The User agrees that in the event of non-confirmation of booking due to any technical reasons (like network downtime, disconnection with third party platforms such as payment gateways, banks etc.) or any other similar failures, bookbyrooms’s obligation shall be limited refunding the booking amount, if any, received from the customer. Such refund shall completely discharge bookbyrooms from all liabilities with respect to that transaction. Additional liabilities, if any, shall be borne by the User.
  3. In no event shall bookbyrooms and be liable for any direct, indirect, punitive, incidental, special or consequential damages, and any other damages like damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the Website or any other Sales Channel.
  1. The Website may contain links to third party websites. bookbyrooms does not control such websites and is not responsible for its contents. If a User accesses any third-party website, the same shall be done entirely at the User’s risk and bookbyrooms shall assume no liability for the same.
  2. bookbyrooms is not responsible for any errors, omissions or representations on any of its pages, links or any linked website pages to the extent such information is updated or provided directly by the Service Providers or the advertisers.
  3. bookbyrooms does not endorse any advertisers on its Website, or any linked sites in any manner. The Users are requested to verify the accuracy of all information provided on the third-party web pages.
  4. The linked sites are not under the control of bookbyrooms and hence bookbyrooms is not responsible for the contents of any linked site(s) or any further links on such site(s), or any changes or updates to such sites. bookbyrooms is providing these links to the Users only as a convenience.
  1. bookbyrooms at its sole discretion reserves the right to not accept any booking without assigning any reason thereof.
  2. bookbyrooms will not provide any service or share confirmed booking details till such time the complete consideration is received from the User.
  3. In addition to other remedies and recourse available to bookbyrooms under this User Agreement or under applicable law, bookbyrooms may limit the User's activity, warn other
  4. users of the User's actions, immediately suspend or terminate the User's registration, or refuse to provide the User with access to the Website if:
    1. The User is in breach of this User Agreement; orThe User is in breach of this User Agreement; or
    2. bookbyrooms is unable to verify or authenticate any information provided by the User; orbookbyrooms is unable to verify or authenticate any information provided by the User; or
    3. bookbyrooms believes that the User's actions may infringe on any third-party rights or breach any applicable law or otherwise result in any liability for the User, other users of bookbyrooms, or bookbyrooms itself.bookbyrooms believes that the User's actions may infringe on any third-party rights or breach any applicable law or otherwise result in any liability for the User, other users of bookbyrooms, or bookbyrooms itself.
  5. Once a User has been suspended or terminated, such User shall not register or attempt to register with bookbyrooms with different credentials, or use the Website in any manner whatsoever until such User is reinstated by bookbyrooms. bookbyrooms may at any time in its sole discretion reinstate suspended users.
  6. If a User breaches this User Agreement, bookbyrooms reserves the right to recover any amounts due to be paid by the User to bookbyrooms, and to take appropriate legal action as it deems necessary.
  7. The User shall not write or send any content to bookbyrooms which is, or communicate with bookbyrooms using language or content which is:
    1. abusive, threatening, offensive, defamatory, coercive, obscene, belligerent, glorifying violence, vulgar, sexually explicit, pornographic, illicit or otherwise objectionable;
    2. contrary to any applicable law;
    3. violates third parties' intellectual property rights;
    4. a spam; or
    5. in breach of any other part of these terms and conditions of use.
  8. If the User violates any of the aforesaid terms, bookbyrooms shall be at liberty to take appropriate legal action against the User.
  1. The User expressly undertakes to provide bookbyrooms with correct and valid information while making use of the Website under this User Agreement, and not to make any misrepresentation of facts. Any default on part of the User would disentitle the User from availing the services from bookbyrooms.
  2. In case bookbyrooms discovers or has reasons to believe at any time during or after receiving a request for services from the User that the request for services is either unauthorized or the information provided by the User or any of the travelers is not correct or that any fact has been misrepresented by that User, bookbyrooms shall be entitled to appropriate legal remedies against the User, including cancellation of the bookings, without any prior intimation to the User. In such an event, bookbyrooms shall not be responsible or liable for any loss or damage that may be caused to the User or any other person in the booking, as a consequence of such cancellation of booking or services.
  3. If any judicial, quasi-judicial, investigation agency, government authority approaches bookbyrooms to cancel any booking, bookbyrooms will cancel the same without approaching the concerned User whose booking has been cancelled.
  4. The User shall not hold bookbyrooms responsible for any loss or damage arising out of measures taken by bookbyrooms for safeguarding its own interest and that of its genuine customers. This would also include bookbyrooms denying or cancelling any bookings on account of suspected fraud transactions.
  1. bookbyrooms’s employees or authorized representatives will never contact a User asking for his/ her credit or debit card number, expiry date, CVV, net banking login, passwords, OTP etc. nor will they ever request for a fund transfer to a personal or an individual bank account. Further, they will also not ask a User to install any third-party applications that enable them to view a User’s mobile or computer screen.
  2. Acting on any of these requests may make you a victim of fraud, and may potentially lead to loss of your valuable money or information.
  3. If you are ever asked for any of the aforesaid information, please report it immediately on
  1. The User agrees to indemnify, defend and hold harmless bookbyrooms, its affiliates and their respective officers, directors, lawful successors and assigns from and against any and all losses, liabilities, claims, damages, costs and expenses (including legal fees and disbursements in connection therewith and interest chargeable thereon) asserted against or incurred by such indemnified persons, that arise out of, result from, or may be payable by virtue of, any breach of any representation or warranty provided by the User, or non-performance of any covenant by the User.
  2. The User shall be solely liable for any breach of any country specific rules and regulations or general code of conduct and bookbyrooms cannot be held responsible for the same.
20. COVID-19 related terms & conditions:
  1. User agrees that due to recent outbreak of COVID-19 pandemic, which has been declared as a national disaster by the Government of India, there may be instances, where the end service provider either cancels the booking or refuses to provide the services, as agreed with the User, by assigning or not assigning any specific reason for such refusal. Refusal of service may be due to the reasons including but not limited to the User:
    1. Exhibiting any symptoms associated with COVID 19.
    2. Refusing to comply with safety advisories, like wearing protective gear, complying with social distancing norms etc.
    3. suffering of any ailment making the User vulnerable to the virus
    4. posing a threat to the health and safety of others
    5. not fulfilling Coivd-19 vaccination criteria
    In such cases bookbyrooms will assume no liability for the refusal of service by the end service provider. The User also agrees that refund, if any, for such bookings will be processed by bookbyrooms to the User subject to receipt of the same from the end service provider.
  2. User further understands that due to the outbreak of COVID-19, the Central Government through its ministries, State Governments and statutory bodies have/may come up with detailed set of guidelines or standard operating procedure (SOP) that a traveler will have to follow in order to undertake the travel.
  3. The User agrees to abide with all such guidelines/SOP while undertaking any travel. Failure to abide by such detailed set of guidelines/SOP, may lead to a situation where the service provider or any person authorized by the Central Government, State Government or statutory body may disallow the User to undertake the travel. In such circumstances, bookbyrooms will not be held liable for such refusal to travel and refund, if any, shall be strictly as per the terms of the service provider.
  4. User understands that the Central Government, State Governments and various other bodies, may mandate providing Covid -19 vaccination status and certificate, downloading of Arogya Setu App or submitting a self- declaration form prior to entering a transit point like airport, railway station etc. or at the time of checking-in for a flight, into a hotel etc. Accordingly, the User must ensure downloading of Arogya Setu App on their smartphones or provide any other alternate such as self-declaration when demanded.
  5. User undertakes that all bookings are subject to certain minimum medical wellbeing criteria specified by the Govt. / appropriate authority from time to time including submitting Vaccination status and certificate, negative RT-PCR report or any other travel related guideline, especially in case of inbound travel. In this regard the User may be required to furnish a medical proof or health declaration in a applicable format.
21. UPI related terms & conditions
  1. Cashfree acts as a Third Party Application Provider (TPAP) under UPI on behalf of bookbyrooms.
  2. Cashfree is a TPAP authorized by NPCI to facilitate payments through PSP Bank(s). For this purpose IndusInd Bank shall act as the PSP. Cashfree is a service provider and participates in UPI through the PSP Bank.
  3. Through the agreement entered into between bookbyrooms, Cashfree, IndusInd Bank and NPCI, cashfree shall facilitate grievances, complaints and provide resolution to the customers using our UPI application.
  4. Cashfree shall act as the first point of contact for all UPI related grievances/ complaints for its UPI customers. In the event the complaint or grievance remains unresolved, the User may escalate the issue to Cashfree, followed by the User’s bank (linked to the UPI account) and NPCI thereafter, in the same order. If the User is still dissatisfied, the User may approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
  5. FAQS
    1. What is NPCI?
      National Payments Corporation of India (NPCI) is an authorized payment system operator by RBI. NPCI owns and operates the UPI payment system.
    2. What is PSP bank?
      Payment Service Provider (PSP) is the banking company authorized to act as a service provider under the UPI framework. PSP engages the Third Party Application Provider (TPAP) to provide UPI services to the end-user customers.
    3. What is TPAPs?
      Third Party Application Provider (TPAP) is an entity that provides the UPI compliant app(s) to the end-user customers to facilitate UPI based payment transactions
    4. What is Customer’s Bank?
      The Bank where the end-user customer maintains his/her account that has been linked for the purpose of debiting/crediting the payment transactions made through UPI.
    5. Who is End User Customer?
      The end-user customer is the individual who uses UPI payment facility to send and receive payments.
  6. General Terms pertaining to the use of UPI
    1. Roles & Responsibilities of NPCI
      1. NPCI owns and operates the Unified Payments Interface (UPI) platform
      2. NPCI prescribes rules, regulations, guidelines, and the respective roles, responsibilities and liabilities of the participants, with respect to UPI. This also includes transaction processing and settlement, dispute management and clearing cut-offs for settlement
      3. NPCI approves the participation of Issuer Banks, PSP Banks, Third Party Application Providers (TPAP) and Prepaid Payment Instrument issuers (PPIs) in UPI
      4. NPCI provides a safe, secure and efficient UPI system and network
      5. NPCI provides online transaction routing, processing and settlement services to members participating in UPI
      6. NPCI can, either directly or through a third party, conduct audit on UPI participants and call for data, information and records, in relation to their participation in UPI
      7. NPCI provides the banks participating in UPI access to system where they can download reports, raise chargebacks, update the status of UPI transactions etc.
    2. Roles & responsibilities of PSP Bank
      1. PSP Bank is a member of UPI and connects to the UPI platform for availing UPI payment facility and providing the same to the TPAP which in turn enables the end-user customers / merchants to make and accept UPI payments
      2. PSP Bank, either through its own app or TPAP’s app, on-boards and registers the end-user customers on UPI and links their bank accounts to their respective UPI ID.
      3. PSP Bank is responsible for authentication of the end-user customer at the time of registration of such customer, either through its own app or TPAP’s app
      4. PSP Bank engages and on-boards the TPAPs to make the TPAP’s UPI app available to the end-user customers
      5. PSP Bank has to ensure that TPAP and its systems are adequately secure to function on UPI platform
      6. PSP Bank is responsible to ensure that UPI app and systems of TPAP are audited to safeguard security and integrity of the data and information of the end-user customer including UPI transaction data as well as UPI app security
      7. PSP Bank has to store all the payments data including UPI Transaction Data collected for the purpose of facilitating UPI transactions, only in India
      8. PSP Bank is responsible to give all UPI customers an option to choose any bank account from the list of Banks available on UPI platform for linking with the customer’s UPI ID.
      9. PSP Bank is responsible to put in place a grievance redressal mechanism for resolving complaints and disputes raised by the end-user customer
    3. 3. Roles & responsibilities of TPAP
      1. TPAP is a service provider and participates in UPI through PSP Bank
      2. TPAP is responsible to comply with all the requirements prescribed by PSP Bank and NPCI in relation to TPAP’s participation in UPI
      3. TPAP is responsible to ensure that its systems are adequately secure to function on the UPI platform
      4. TPAP is responsible to comply with all applicable laws, rules, regulations and guidelines etc. prescribed by any statutory or regulatory authority in relation to UPI and TPAP’s participation on the UPI platform including all circulars and guidelines issued by NPCI in this regard
      5. TPAP has to store all the payments data including UPI Transaction Data collected by TPAP for the purpose of facilitating UPI transactions, only in India
      6. TPAP is responsible to facilitate RBI, NPCI and other agencies nominated by RBI/ NPCI, to access the data, information, systems of TPAP related to UPI and carry out audits of TPAP, as and when required by RBI and NPCI
      7. TPAP shall facilitate the end-user customer with an option to raise grievance through the TPAP’s grievance redressal facility made available through TPAP’s UPI app or website and such other channels as may be deemed appropriate by the TPAP like email, messaging platform, IVR etc.
    4. 4. Dispute Redressal Mechanism
      1. Every end-user customer can raise a complaint with respect to a UPI transaction, on the PSP app / TPAP app/NPCI using the following links:
      2. bookbyrooms support link :
      3. PSP Bank Link : ICICI Bank
      4. NPCI Link
      5. End-user customer can select the relevant UPI transaction and raise a complaint in relation thereto
      6. A complaint shall be first raised with the relevant TPAP in respect to all UPI related grievances / complaints of the end-user customers on-boarded by the PSP Bank / TPAP (if the UPI transaction is made through TPAP app). In case the complaint / grievance remains unresolved, the next level for escalation will be the PSP Bank, followed by the bank (where the end-user customer maintains its account) and NPCI, in the same order. After exercising these options, the end-user customer can approach the Banking Ombudsman and / or the Ombudsman for Digital Complaints, as the case may be.
      7. The complaint can be raised for both the types of transactions i.e. fund transfer and merchant transactions
      8. The end-user customer shall be kept communicated by the PSP / TPAP by means of updating the status of such end-user customer’s complaint on the relevant app itself.
  1. SEVERABILITY: If any provision of this User Agreement is determined to be invalid or unenforceable in whole or in part, such invalidity or unenforceability shall attach only to such provision or part of such provision and the remaining part of such provision and all other provisions of this User Agreement shall continue to be in full force and effect.
  2. JURISDICTION: This Agreement is subject to interpretation as per the laws of India, and the parties shall refer any unresolved disputes to the exclusive jurisdiction of courts in Delhi.
  3. AMENDMENT TO THE USER AGREEMENT: bookbyrooms reserves the right to change the User Agreement from time to time. The User is responsible for regularly reviewing the User Agreement.
  4. CONFIDENTIALITY: Any information which is specifically mentioned by bookbyrooms as confidential shall be maintained confidentially by the User and shall not be disclosed unless as required by law or to serve the purpose of this User Agreement and the obligations of both the parties herein.
  5. FEEDBACK FROM CUSTOMER: bookbyrooms would like to know the feedback of the Users for improving its services. The User hereby authorizes bookbyrooms to contact the User for their feedback on various services offered by bookbyrooms. Such feedback may be collected through emails, telephone calls, SMS or any other medium from time to time. In case the User chooses not to be contacted, such User shall write to bookbyrooms for specific exclusion at
  6. PRIVACY POLICY: User shall also refer to bookbyrooms’s Privacy Policy available on bookbyrooms’s website which governs use of the Websites. By using the Website, User agrees to the terms of the Privacy Policy and accordingly consents to the use of the User’s personal information by bookbyrooms and its affiliates in accordance with the terms of the Privacy Policy.
  7. GRIEVANCE REDRESSAL: bookbyrooms strongly believes in resolving the issues raised by the User(s). In the event if user feels that it’s concern has not been resolved to it’s satisfaction, User may contact our grievance officer, who shall endeavour to redress the concern within 30 working days from the date of escalation. To reach the grievance officer please use this link to submit the details. User(s) are advised to escalate to the grievance officer only when they have already raised their complaint which has not been resolved to their satisfaction, or their concern has not been resolved within 30 working days from the date of ticket generation. User(s) will be required to share their booking reference number and the ticket ID generated for their complaint, for any escalations to the Grievance Officer through this link

In compliance of the Information Technology Act, 2000 and rules made thereunder and also in compliance of the Consumer Protection (E-Commerce) Rules, 2020 the name and contact details of the Grievance Officer are herein as under:

Nodal Officer
Email ID:
Address: BBR Hospitality Private Limited

Working hours : Mon to Fri (9:00 to 18:00)

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