Terms and Conditions

1. Code of Good Practices

Cloudstay's mission is to help travellers discover good accommodation at competitive rates and to introduce travellers to Indian hospitality, heritage, destinations, and attractions in a convenient way. We aim to follow these practices:

• We care about our users and aim to make our platform and customer service available 24 hours a day, 365 days a year.
• We aim to offer a variety of travel options, including hotels, resorts, serviced apartments, bed-and-breakfast homes, houseboats, tent stays, events, and farm stays, subject to availability.
• We help users organise trips and provide information supplied for the relevant services.
• Where supported, our platform may facilitate payments for travel products and services.
• Our customer care team aims to assist users throughout their booking journey.
• We value user feedback and seek to make the platform convenient to use.
• We invite eligible guests to share reviews of accommodation where they have stayed, subject to our review rules.
• We aim to provide an informative, user-friendly website and competitive available prices.

2. Introduction

These terms and conditions, as amended from time to time, apply to services made available by Cloudstay directly or through distribution partners online, by mobile device, computer, email, or telephone. By accessing or using our website or applications (collectively, the “Platform”), or by completing a reservation, you acknowledge that you have read and understood these terms, including the applicable privacy statement.

The Platform and its content, infrastructure, and online reservation services are operated or provided by Cloudstay for personal, non-commercial use, subject to these terms.

Cloudstay's commercial relationships with travel providers are governed by separate business-to-business agreements. Travel providers may also apply their own terms, policies, house rules, and conditions to a stay or service. Please review those conditions before making a reservation.

3. Definitions

“Cloudstay”, “we”, “us” or “our” means Cloudstay India LLP, incorporated under the laws of India. The supplied registered address is Plot No. 5, Bapu Bungalow, Amrutratna Nagar, Kathe Lane, Dwarka, Nashik, Maharashtra, India.

“Platform” means the website or mobile application through which Cloudstay makes its services available.

“Trip” means a travel product or service that may be ordered, purchased, rented, reserved, or used through a travel provider.

“Trip Provider” means a professional provider of accommodation, attractions, tours, events, or related travel products or services listed on the Platform. Examples may include hotels, motels, apartments, resorts, farmhouses, tent stays, houseboats, and bed-and-breakfast accommodation.

“Trip Service” means the online search, order, reservation, purchase, or facilitated payment service offered or enabled by Cloudstay for products and services made available by Trip Providers.

“Trip Reservation” means an order, purchase, payment, booking, or reservation of a Trip.

4. Eligibility to Use Services

You must be at least 18 years old and legally capable of entering into and complying with these terms to use the services independently. Individuals under 18 may browse or use the Platform only with the involvement, guidance, and supervision of a parent or legal guardian, using the parent or guardian's registered account. Cloudstay reserves the right to restrict access where use does not comply with these requirements.

5. Scope and Nature of Our Service

Cloudstay and its distribution partners provide an online platform through which Trip Providers may advertise or offer products and services, and visitors may discover, search, compare, reserve, purchase, or pay for them.

When you make a reservation, you generally enter into a direct contractual relationship with the relevant Trip Provider. Cloudstay acts as an intermediary by transmitting reservation details and, where applicable, sending confirmation on behalf of the provider. Cloudstay does not itself resell or rent out the travel product or service described by the Trip Provider.

Property details, rates, fees, availability, policies, and conditions are based on information supplied or maintained by Trip Providers. Providers are responsible for keeping that information accurate and up to date. Although Cloudstay aims to exercise reasonable care in providing its services, it cannot guarantee that all provider-supplied information will always be complete, accurate, or uninterrupted.

Unless expressly stated otherwise, a listing on the Platform should not be treated as a guarantee or endorsement of a provider's quality, service level, qualifications, or rating. The Platform is intended for personal, non-commercial use. Users may not copy, scrape, reproduce, monitor, download, or commercially reuse Platform content or services for competitive or other unauthorised purposes.

6. Prices

Prices displayed by Trip Providers are intended to be competitive. Unless the Platform or booking confirmation states otherwise, displayed prices include GST and other applicable taxes and fees. Taxes may change where required by law. Prices for tickets or activities may be per person or per group and may be subject to validity periods or other stated conditions.

Some rates may carry special restrictions, including non-cancellable or non-refundable conditions. Providers may apply charges or taxes in accordance with the disclosed cancellation policy. Please review all relevant service and reservation conditions before booking. Obvious errors, including typographical or pricing errors, may require correction.

7. Privacy and Cookies

Cloudstay respects user privacy. Please read the applicable Privacy Policy and Cookies Policy on the Platform for information about the handling of personal information and the use of cookies.

8. Payments

You agree to pay the amount shown on the Platform for the selected service using an available payment method. A reservation is subject to the booking and payment process displayed on the Platform. Payment processing may require additional verification or information; users must provide complete and accurate details.

Cloudstay uses third-party payment providers. Cloudstay does not control the systems, processes, technology, or workflows of those providers and cannot guarantee that transactions will be free from delays or errors caused by a payment provider. Payments for services are made to the entity identified in the Platform's “Payment for Services” information, where provided.

9. Pre-payment and Cancellation

By making a reservation, you accept the cancellation policy and other applicable terms of the Trip Provider, including any house rules or conditions displayed on the Platform.

If you expect to arrive late on the check-in date or arrive the following day, contact the Trip Provider promptly so it knows when to expect you. This may help avoid cancellation or no-show charges. Cloudstay customer service may be able to assist with communicating your delay to the provider. Charges and outcomes remain subject to the provider's applicable policy and booking conditions.

10. Communication

After making a reservation, you may receive emails related to your trip, such as destination information before arrival, a request to rate your experience, or an invitation to submit a guest review after your stay. Third-party offers are included only where applicable and where you have opted in.

Use a correct email address and phone number when booking. Cloudstay cannot guarantee that every message or request sent to a Trip Provider will be received, read, accepted, or acted upon in time. Keep records of relevant booking details and, where useful, screenshots of the rates and conditions shown during booking.

The source terms request that claims or complaints relating to Cloudstay or the Trip Service be submitted promptly and within 30 days after the scheduled service date, such as check-out. This provision should be reviewed for legal compliance before publication.

11. Guest Reviews

Cloudstay may invite customers who have stayed at an accommodation to submit a review or rating. Reviews may be displayed on the relevant provider page and may be used, in whole or in part, for service improvement, marketing, or promotion on Cloudstay-controlled channels. Reviews are not compensated or rewarded under the stated review approach.

Cloudstay aims to monitor reviews and may reject or remove content that includes:

• Profanity, sexually explicit material, hate speech, discriminatory content, threats, or violence.
• Full names or personal attacks against staff.
• Promotion of illegal activities.
• Websites, email addresses, physical addresses, phone numbers, or credit-card details.
• Politically sensitive comments.

12. Intellectual Property Rights

Unless stated otherwise, the software used for or made available through the Platform, and the intellectual property rights in Platform content and materials, including copyright, belong to Cloudstay or the relevant rights holder. You may not use such materials beyond what is permitted by applicable law or with the required authorisation.

13. Applicable Law and Jurisdiction

These terms and the provision of Cloudstay's services are governed by the laws of India. The source terms specify the courts in Mumbai as having exclusive jurisdiction over unresolved disputes, subject to applicable law.

14. Fake Calls and Phishing

Cloudstay employees and authorised representatives will not ask users to disclose their debit or credit card number, expiry date, CVV, net-banking login credentials, passwords, or OTP. They will not ask users to transfer funds to a personal or individual bank account, or to install third-party applications that allow someone to view or control the user's screen.

Do not disclose confidential payment credentials. If you receive a suspicious call or message claiming to be from Cloudstay, do not follow its instructions and verify the request through Cloudstay's official website.

15. Refund Policy

The supplied terms document lists a Refund Policy but does not include its detailed provisions. Please refer to the applicable refund terms displayed during booking or published separately by Cloudstay. Cloudstay should insert and verify its complete refund policy here before publishing this page.