Terms & Conditions

Terms & Conditions

About the Platform(s)

OFFTO is a Brand and an Online Hospitality Aggregation Platform of Earthfactor Pvt (Ltd) having its corporate office at Fazal Industries Office Complex, Service Road-North, I-9/3, Islamabad, Pakistan. It is supported by various affiliated group companies (the "Support Companies") in Pakistan and throughout the world. The Support Companies only provide an internal supporting role to and for the benefit of Earthfactor Pvt (Ltd). Certain designated Support Companies render limited Host Engagement and Customer Care Support Services. The Support Companies do not have any Platform(s) (and do not in any way control, manage, maintain or host the Platform(s)). The Support Companies do not have any power or authority to render the Service, to represent Earthfactor Pvt (Ltd) or to enter into any contract in the name of, for or on behalf of Earthfactor Pvt (Ltd). The Member does not have a (legal or contractual) relationship with the Support Companies. The Support Companies do not operate and are not authorized to act as any form of process or service agent of Earthfactor Pvt (Ltd). Earthfactor Pvt (Ltd) does not accept nor assume any domicile at any place, location or office in the world, other than its registered authorized agent office.

Definitions

  • "Host" means all the individuals and companies who have signed up with Earthfactor Pvt (Ltd) and/or the Support Companies to publish and sell their products and services using the Platform(s).
  • "Listing Fee means the total price (inclusive of any applicable taxes, cleaning fee(s), and any other related additional charges) for a listing/Service on the Platform.
  • Member shall mean any person and/or body corporate who registers an account to use the Platform(s) and the Services or visits the Platform to use the same.
  • Member Fees means the fees charged to the Member(s) for registering and using the Platform.
  • Platform(s) means collectively the Platform, including its websites and subdomains thereof and any mobile, tablet and other smart device applications, along with the Services and all other associated services provided by Earthfactor Pvt (Ltd).
  • Service means all the various services sold on the Platform(s), including but not limited to room rentals, vehicle rentals, experiences, travel and tour packages.
  • Terms means these Terms and Conditions.
  • Users shall mean collectively the Members.

Any other defined terms in these Terms that are not specifically provided for under this Definitions Clause shall have the same meaning as provided in the context of these Terms. A singular term shall be construed to mean the plural where necessary, and a plural term the singular.

When these Terms mention "we," "us," or "our," it refers to Earthfactor Pvt (Ltd) and any such reference to Earthfactor Pvt (Ltd) also includes its Support Companies.

Platform(s)'s Code of Good Practices

It is our mission to make it possible for tourists and visitors to discover and experience the best of Pakistani hospitality through the Platform(s). We deeply care about every Member and try to provide extremely accurate and detailed information about all the Services published on the Platform. In order to ensure this accuracy and detail, our own team conducts reasonable due diligence by scrutinizing and evaluating each and every Service published and offered on the Platform(s). Although Earthfactor Pvt (Ltd) reasonably endeavors to the best of its ability to ensure that the Services are in line with safety and quality standards, Earthfactor Pvt (Ltd) has no control over and does not guarantee (i) the existence, quality, safety, suitability, or legality of any Services, (ii) the truth or accuracy of any Service descriptions, ratings, reviews, or (iii) the performance or conduct of any Member or third party.

The Platform(s) facilitates secure online payment for all the listed Services on the Platform and our Customer Support is available twenty-four hours, seven days a week, and three hundred and sixty-five days a year (24/7/365). We are constantly paying heed to our Member's feedback and striving to improve our Platform to serve our Members according to their preferences. It is our promise to always show uncensored Member reviews and enable ranking of Services on the basis of how Members rate them. However, abusive, vulgar and illegal content shall not be tolerated.

  • Introduction of the Terms

     

    These Terms, as may be amended now and then, apply to all Platform(s) Services directly or indirectly (through Hosts) made available online, through any desktop, laptop, mobile device, including any websites and subdomains thereof and any mobile, tablet and other smart device applications or made available by email or by telephone. By accessing, browsing and using our Website or any of our applications through whatever Platform, by registering an account on the Platform(s) and/or by completing a reservation, you acknowledge and agree to have understood and agreed to these Terms as set out below as well as any other Policies including the Privacy Policy.

    These Terms are legally binding and govern the Member access to and use of the Platform. These Terms and the online booking service (including the facilitation of payment service) provided by us herein and through the Website are owned, operated and provided by offto.pk and are provided for the Member's personal, non-commercial (B2C) use only, subject to these Terms.

    The relationship that we have with the Hosts are governed by separate terms and conditions which govern the (B2B) commercial relationship we have with each one of them. Hosts act in a professional manner vis-à-vis the Platform(s), when making its product and/or services available on or through offto.pk (both for its B2B and/or B2C relationship). However, this in no way means that Earthfactor Pvt (Ltd) is any way endorsing, certifying or guaranteeing any of the Services or regarding any Host behavior. Members should always exercise due diligence and care when deciding whether to stay in an accommodation, participate in an experience or event or use other Services, or communicate and interact with other Members, whether online or in person.

    Please note that the Hosts may have, declare applicable and/or require (acceptance of), in addition to these Terms and Policies as disclosed on the Platform Website, their own (property, Experience and Vehicle usage) terms and conditions and rules for the use, access and consummation of the Services (which may include certain disclaimers and limitations of liability). Members are expected to adhere to the same and their act of booking a Service constitutes as full agreement of such rules, terms and conditions. Earthfactor Pvt (Ltd) shall in no way be held responsible for failure of Members to adhere to the same.

  • Scope and nature of Platform(s)'s Services

     

    The Platform(s) provides an online interface through which various categories of travel and tourism related services are offered for various destinations in Pakistan. The Hosts can advertise, market, promote and/or offer (as applicable) their products and Services for order, purchase, reservation, booking, hire, and through which relevant Members of the Platform can discover, search, compare, and make an order, reservation, book, purchase or payments. By using or utilizing the Service, Members enter into a direct (legally binding) contractual relationship with the Host with which they shall make a reservation and booking or purchase a product or Service (as applicable).

    Upon booking, we act solely as an intermediary between the Member and the Host, transmitting the relevant details of the Service, booking, purchase and payment to the relevant Host and sending Members a confirmation email and/or SMS on behalf of the Host regarding the same. The Platform(s), itself, does not (re)sell, rent out, offer any (travel) product or Service.

    When rendering our Host's Services, the information that we disclose is based on the information provided to us by the Hosts. As such, the Hosts that market and promote their Services on the Platform are given access to our systems and extranet through which they are fully responsible for updating all rates/fees/prices, availability, policies & conditions and other relevant information which is displayed on our Platform.

    Although we will use reasonable skill and care in performing our services, we will not verify and cannot guarantee that all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and or partial) breakdown, repair, upgrade or maintenance of our Platform or otherwise), inaccurate, misleading or untrue information or non-delivery of information.

    Each Host remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the images, rates/fees/prices, policies & conditions and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any Host (or its facilities, venue, vehicles, (main or ancillary) products or Services) made available.

    The Services are made available for personal and non-commercial use only. Therefore, Members are not allowed to re-sell, deep-link, use, copy, monitor (e.g. spider, scrape), display, download or reproduce any content or information, software, reservations, tickets, products or services available on our Platform for any commercial or competitive activity or purpose.

    The Platform may contain translations powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties for merchantability, fitness for a particular purpose and non-infringement.

    The Platform may contain links to third-party websites or resources ("Third-Party Services"). Such Third-Party Services may be subject to different terms and conditions and privacy practices. Earthfactor Pvt (Ltd) is not responsible or liable for the availability or accuracy of such Third-Party Services, or the content, products, or services available from such Third-Party Services. Links to such Third-Party Services are not an endorsement by Earthfactor Pvt (Ltd) of such Third-Party Services.

    Due to the nature of the Internet, Earthfactor Pvt (Ltd) cannot guarantee the continuous and uninterrupted availability and accessibility of the Platform. Earthfactor Pvt (Ltd) may restrict the availability of the Platform or certain areas or features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the Platform Earthfactor Pvt (Ltd) may improve, enhance and modify the Platform and introduce new services from time to time.

  • Privacy and Cookies

     

    Ibex Smart Communication respects the privacy of the Members. Our collection and use of personal information in connection with the Member's access to and use of the Platform is described in more detail in our Privacy Policy.

    In order to give our Members the best possible experience, we may use ‘cookies' and other similar technologies to track your preferences and activities on the Platform as well as the use of the Platform's smart device app, or while engaging with our online ads or email communications. By using the Platform, Members agree that we can save them on their device. Cookies are small data files placed on the Member's computer, which remember the Member's preferences/some details of the Member's use/visit of the Platform. More information regarding the use of cookies is contained in our Privacy Policy.

  • Credit Card or Bank Transfer

     

    Earthfactor Pvt (Ltd) facilitates (through third party payment processors) the payment of the relevant product or Service (i.e. the Payment Facilitation Service) for and on behalf of the Host (Earthfactor Pvt (Ltd) never acts nor operates as the Host). Payment is safely processed from the Member's credit/debit card or bank account to the bank account of the Host through a third party payment processor. Any payment facilitated by us for and on behalf of, and transferred to the Host, will in each case constitute a payment of (part of) the booking price by the Member of the relevant product or Service in final settlement of such (partial) due and payable price and the Member cannot reclaim such paid monies except in accordance with these Terms and our Policies.
    For certain (non-refundable) rates or special offers, please note that Hosts may require that payment is made upfront by wire transfer (if available) or by debit card, credit card, Wire transfer, Mobile Money Transfers and Mobile Wallets and therefore the Member's credit card may be pre-authorized or charged (sometimes without any option for refund) upon making the booking. Please check the (booking and reservation) details and terms of the booked product or Service of choice thoroughly for any such conditions prior to making the booking. The Member will not hold Earthfactor Pvt (Ltd) liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Host and not (re)claim any amount for any valid or authorized charge by the Host (including for pre-paid rates, no-show and chargeable cancellation) of the Member's credit card.

    In the event of credit card fraud or unauthorized use of the Member's credit card by third parties, most banks and credit card companies bear the risk and cover all the charges resulting from such fraud or misuse, which may sometimes be subject to a deductible amount as per the Member's credit card company rules. In the event that the Member's Credit Card Company or bank charges the deductible from the Member because of unauthorized transactions resulting from a reservation made on the Platform, we will pay the Member this deductible, up to an aggregate amount of USD. 50. In order to indemnify the Member, the Member must report the fraud to the credit card provider (in accordance with its reporting rules and procedures) and contact us with a copy of the same immediately by email ([email protected]). Please state ‘credit card fraud' in the subject line of the email and provide us with evidence of the charged deductible (e.g. policy of the credit card company). This indemnification only applies to credit card reservations made using Platform(s)'s secure server and the unauthorized use of the Member's credit card resulting solely through our default or negligence and through no fault of the Member's while using the secure server.

  • Sustainability and environment policy at Offto

     

    The effects of environmental phenomenon like climate change are extreme in Pakistan. With frequent occurrences like melting of Himalayan range glaciers at a rate faster than ever recorded in history, abrupt rainfalls, unpredictable flooding, droughts, varying temperature and saturation of lakes, Pakistan is potentially one of the most impacted countries from global climate change. We believe that all industries and entities have a role to play in ensuring a sustainable future for our coming generations.

    Offto team’s belief in sustainable travel and tourism

    At Offto, we are on a mission to make it easier for everyone to experience Pakistan and lead the Pakistani travel industry towards a more sustainable future. Sustainable travel and tourism in Pakistan benefit the whole planet and all global citizens, our customer and partners, as well as building longevity and health of the travel industry. For the Offto team, we can be proud of our mission and the contribution it makes to sustainability of the environment.

    We at Offto want to make an impact and be the leader in sustainable tourism. But we are well aware of the challenges and understand that a lot of work is to be done to make it easier for all local and international tourists to experience Pakistan sustainably. We believe that meaningful change can only come through strategic and deliberate collaboration with all the stakeholders in the travel and tourism industry. We are already implementing strategies to ease pressure off from tourism hotspots and make Pakistan tourism into a more spread out and sustainable ecosystem. With this approach on one hand, we are trying to protect environment and local wildlife of tourism hotspots, which is under pressure from tourist influx and also create opportunities in lesser known tourist destinations.

    Offto’s approach to sustainability

    Our approach to sustainability is both holistic and targeted. On the holistic level, we recognize the importance of addressing the environmental, social and economic sustainability of tourism. Through travel at various destinations, we can conserve and celebrate the natural environment and biodiversity of Pakistan. Our structure and approach we strengthen local communities, ensuring that the benefits of tourism are fairly spread across the citizens of our destinations.

    Our targeted actions

    We are engaged in a number of initiatives that we have incorporated in our business strategy:

    • We specifically focus on incorporating cultural tours and activities for the tourists, so that this helps preserve both tangible and intangible cultural and environmental heritage of the destinations.
    • We sign up accommodation options away from the typical touristic hotspots to flatten the spread of tourists, with the understanding that the local communities will be able to handle this more evenly spread out visitor load.
    • We use our social media handles to consistently create environmental responsibility and awareness of sustainability issues among our partners, followers and users
    • At the time of the booking, we send a message to our customers reminding them of their responsibility towards the environment and local wildlife.
    • We request clients to ensure that they specifically keep their environment clean at all times and refrain from disposing off anything improperly.
    • As our clients, we ask them to be mindful of their environment, as well as the local customs, culture and traditions
  • Disclaimer

     

    Subject to the limitations set out in these Terms and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by the Members due to a willful and attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of the Member's booking as set out in the booking confirmation email (whether for one event or series of connected events).

    However, and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, Support Companies, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the Platform and its contents shall be liable for (i) any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim, (ii) any inaccuracy relating to the (descriptive) information (including rates, availability and ratings) of the Host as made available on our Platform, (iii) the Services rendered or the products offered by the Host or other business partners, (iv) any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by the Members, pursuant to, arising out of or in connection with the use, inability to use or delay of our Platform, or (v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by the Members, whether due to (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the Host or any of our other business partners (including the Support Companies and any of their employees, directors, officers, agents, representatives, subcontractors or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the Platform, including any (partial) cancellation, overbooking, strike, force majeure or any other event beyond our control.
    Earthfactor Pvt (Ltd) is not responsible (and disclaims any liability) for the use, validity, quality, suitability, fitness and due disclosure of the Service and makes no representations, warranties or conditions of any kind in this respect, whether implied, statutory or otherwise, including any implied warranties of merchantability, title, non-infringement or fitness for a particular purpose. The Members acknowledge and agree that the relevant Host is solely responsible and assumes all responsibility and liability in respect of the Service (including any warranties and representations made by the Host). Earthfactor Pvt (Ltd) is not a (re)seller of the Service. Complaints or claims in respect of the Service (including related to the offered (special/promotion) price, policy or specific requests made by Customers) are to be dealt with by the Host. Earthfactor Pvt (Ltd) is not responsible for and disclaims any liability in respect of such complaints, claims and (product) liabilities.
    Whether or not the Host has charged the Member for the Service, or if we are facilitating the payment of the (Service) price or fee, it is agreed and acknowledged that the Host is at all times responsible for the collection, withholding, remittance and payment of the applicable taxes due on the total amount of the (Service) price or fee to the relevant tax authorities. Earthfactor Pvt (Ltd) is not liable or responsible for the remittance, collection, withholding or payment of the relevant taxes due on the (Service) price or fee to the relevant tax authorities. Earthfactor Pvt (Ltd) does not act as the merchant of record for any product or Service made available on the Platform.
    By uploading photos/images onto our system (for instance in addition to a review), Members certify, warrant and agree that they respectively own the copyright to the photos/images and that Earthfactor Pvt (Ltd) may use the uploaded photos/images on its (mobile) website and app, and in (online/offline) promotional materials and publications at its sole discretion and as it sees fit. The Members are granting Earthfactor Pvt (Ltd) a non-exclusive, worldwide, irrevocable, unconditional, perpetual right and license to use, reproduce, display, have reproduced, distribute, sublicense, communicate and make available the photos/images as at its sole discretion and as it sees fit. By uploading these photos/images the person/organization uploading the picture(s) accepts full legal and moral responsibility of any and all legal claims that are made by any third parties (including, but not limited to, accommodation owners) due to Earthfactor Pvt (Ltd) publishing and using these photos/images.
    Earthfactor Pvt (Ltd) does not own or endorse the photos/images that are uploaded. The truthfulness, validity and right to use all photos/images is assumed by the person/organization who uploaded the photo, and is not the responsibility of Earthfactor Pvt (Ltd). Earthfactor Pvt (Ltd) disclaims all responsibility and liability for the pictures posted. The person/organization who uploaded the photo warrants that the photos/images shall not contain any viruses, Trojan horses or infected files and shall not contain any pornographic, illegal, obscene, insulting, objectionable or inappropriate material and does not infringe any third party (intellectual property right, copyright or privacy) rights. Any photo/image that does not meet the aforesaid criteria will not be posted and/or can be removed/deleted by Earthfactor Pvt (Ltd) at any time and without prior notice.
    If Members choose to use the Platform or access the content available thereon including images or upload the same, the Members do so voluntarily and at their sole risk. The Platform and content available thereon is provided "as is", without warranty of any kind, either express or implied.
    The Members agree that they have had whatever opportunity they deem necessary to investigate the Services, laws, rules, or regulations that may be applicable to the listings and/or Services they are receiving and that they are not relying upon any statement of law or fact made by Earthfactor Pvt (Ltd) relating to the Platform.
    The Members agree that some experiences, events, other Services may carry inherent risk, and by participating in such Services, Members choose to assume those risks voluntarily. For example, some Services may carry risk of illness, bodily injury, disability, or death, and Members freely and willfully assume those risks by choosing to participate in those Services. Members assume full responsibility for the choices they make before, during and after their participation in a Service. If Members are bringing a minor as an additional guest, Members are solely responsible for the supervision of that minor throughout the duration of the Service and to the maximum extent permitted by law, Members agree to release and hold harmless Earthfactor Pvt (Ltd) from all liabilities and claims that arise in any way from any injury, death, loss or harm that occurs to that minor during the Service or in any way related to the Service.

  • Intellectual property rights

     

    Unless stated otherwise, the software required for our services or available at or used by our Platform and the intellectual property rights (including the copyrights) of the contents and information of and material on our Platform are owned by Earthfactor Pvt (Ltd) and or its Members in the event any content is uploaded by them.

    Earthfactor Pvt (Ltd) exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Platform on which the Services are made available (including the guest reviews and translated content) and Members are not entitled to copy, scrape, (hyper-/deep)link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or our brand without our express written permission. To the extent that Members would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Platform or any (translated) content or guest reviews, Members hereby assign, transfer and set over all such intellectual property rights to Earthfactor Pvt (Ltd). Any unlawful use or any of the aforementioned actions or behavior will constitute a material infringement of our intellectual property rights (including copyright and database right).

  • Applicable law, jurisdiction, and dispute resolution

     

    These terms and conditions and the provision of our services shall be governed by and construed in accordance with the laws of Pakistan. The IBEX Agreement contains the same. Any dispute arising out of these general Terms and our services shall exclusively be submitted to the competent courts in Pakistan.

    The original English version of these Terms may have been translated into other languages. The translated version is a courtesy and office translation only and Members cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these Terms or inconsistency or discrepancy between the English version and any other language version of these Terms, the English language version to the extent permitted by law shall apply, prevail and be conclusive. The English version is available on our Platform (by selecting the English language) or shall be sent to Members upon their written request.

    If any provision of these Terms is or becomes invalid, unenforceable or non-binding, Members shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and Members will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these Terms.

  • Cancellation Terms and Policies

     

    The Platform enables online and digitalizes travel and tourism Services of Hosts who operate in three distinct categories and/or any combination of these categories; rentals in properties, vehicle rentals and experiences. All three categories have different terms and conditions applicable under various events that are triggered by the Members by their various actions or inaction, after the payment made for such Services on the Platform online.

    Members are responsible for any modifications and cancellations of a booking or reservation that they make via the Platform or direct to Customer Support to make booking modifications/cancellations and agree to pay any additional Member Fees and/or taxes associated with such booking modifications and cancellations. When making any bookings or reservations, it is important for the Members to understand the events and the charges which get incurred because of any such modifications and cancellations.

    The Members can cancel a confirmed booking at any time pursuant to the Cancellation policy, and Earthfactor Pvt (Ltd) will refund the amount of the total fees due to the Member in accordance with such cancellation policy. Please refer to our Refund Policy. Unless extenuating circumstances exist, as defined by our Extenuating Circumstances Policy any portion of the total fees due to the member under the applicable cancellation policy will be remitted to the member by Earthfactor Pvt (Ltd) pursuant to the Refund Policy.

    In some circumstances, Earthfactor Pvt (Ltd) may decide, in its sole discretion, that it is necessary to cancel a confirmed booking and make appropriate refund and payout decisions. This may be for reasons set forth in the Extenuating Circumstances Policy.

    Any property and room rental booking, cancellation and refund on the Platform(s), please refer to our Refund Policy.

  • Indemnification

     

    To the maximum extent permitted by applicable law, Members agree to release, defend (at Earthfactor Pvt (Ltd) option), indemnify, and hold Earthfactor Pvt (Ltd) and its affiliates and subsidiaries, including but not limited to, the Support Companies, and their officers, directors, employees and agents, harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with (i) the Members breach of these Terms or our Policies or standards, (ii) Members improper use of the Platform(s) or any Earthfactor Pvt (Ltd) Services, (iii) Members interaction with each other, Members stay at an Accommodation, participation in an Experience, Event or other Service, including without limitation any injuries, losses or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or as a result of such interaction, stay, participation or use, or (iv) Members breach of any laws, regulations or third party rights.

  • Prohibited Activities

     

    Members are solely responsible for compliance with any and all laws, rules, regulations, and tax obligations that may apply to the use of the Platform. In connection with Members use of the Platform, Members will not and will not assist or enable others to:

    • Breach or circumvent any applicable laws or regulations, agreements with third-parties, third-party rights, or our Terms, Policies or standards.
    • Use the Platform including any content available thereon for any commercial or other purposes that are not expressly permitted by these Terms or in a manner that falsely implies Earthfactor Pvt (Ltd) endorsement, partnership or otherwise misleads others as to your affiliation with Earthfactor Pvt (Ltd).
    • Copy, store or otherwise access or use any information, including personally identifiable information about any other Members, contained on the Platform in any way that is inconsistent with Earthfactor Pvt (Ltd) Privacy Policy or these Terms or that otherwise violates the privacy rights of Members or third parties.
    • Use the Platform in connection with the distribution of unsolicited commercial messages ("spam").
    • Offer, as a Host, any accommodation/Service that is not owned by the Host or that Host does not have permission to make available as a residential or other property through the Platform(s).
    • Unless Earthfactor Pvt (Ltd) explicitly permits otherwise, book any listing if a Member will not actually be using the Services his-self.
    • Contact another Member for any purpose other than asking a question related to a booking, listing, or the Member's use of the Platform, including, but not limited to, recruiting or otherwise soliciting any Member to join third-party services, applications or websites, without our prior written approval.
    • Use the Platform to request, make or accept a booking independent of the Platform, to circumvent any Service fees or for any other reason.
    • Request, accept or make any payment for Listing Fees outside of the or the method provided by Earthfactor Pvt (Ltd). If Members do so, they acknowledge and agree that they: (i) would be in breach of these Terms; (ii) accept all risks and responsibility for such payment, and (iii) hold Earthfactor Pvt (Ltd) harmless from any liability for such payment.
    • Discriminate against or harass anyone on the basis of race, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age or sexual orientation, or otherwise engage in any violent, harmful, abusive or disruptive behavior.
    • Misuse or abuse any listings or Services associated with the Earthfactor Pvt (Ltd) as determined by Earthfactor Pvt (Ltd) in its sole discretion.
    • Use, display, mirror or frame the Platform or any individual element within the Platform, Earthfactor Pvt (Ltd) name, any Earthfactor Pvt (Ltd) trademark, logo or other proprietary information, or the layout and design of any page or form contained on a page in the Platform, without Earthfactor Pvt (Ltd) express written consent.
    • Dilute, tarnish or otherwise harm the Earthfactor Pvt (Ltd) brand in any way, including through unauthorized use of content on the Platform, registering and/or using Earthfactor Pvt (Ltd) or derivative terms in domain names, trade names, trademarks or other source identifiers, or registering and/or using domains names, trade names, trademarks or other source identifiers that closely imitate or are confusingly similar to Earthfactor Pvt (Ltd) domains, trademarks, taglines, promotional campaigns or the content on the Platform.
    • Use any robots, spider, crawler, scraper or other automated means or processes to access, collect data or other content from or otherwise interact with the Platform for any purpose.
    • Avoid, bypass, remove, deactivate, impair, descramble, or otherwise attempt to circumvent any technological measure implemented by Earthfactor Pvt (Ltd) or any of Earthfactor Pvt (Ltd) providers or any other third party to protect the Platform.
    • Attempt to decipher, decompile, disassemble or reverse engineer any of the software used to provide the Platform.
    • Take any action that damages or adversely affects, or could damage or adversely affect the performance or proper functioning of the Platform or
    • Violate or infringe anyone else's rights or otherwise cause harm to anyone.

    The Members acknowledge that Earthfactor Pvt (Ltd) has no obligation to monitor the access to or use of the Platform by any Member or to review, disable access to, or edit any content thereupon, but has the right to do so to (i) operate, secure and improve the Platform (including without limitation for fraud prevention, risk assessment, investigation and customer support purposes); (ii) ensure Members' compliance with these Terms; (iii) comply with applicable law or the order or requirement of a court, law enforcement or other administrative agency or governmental body; (iv) respond to content that it determines is harmful or objectionable; or (v) as otherwise set forth in these Terms. Members agree to cooperate with and assist Earthfactor Pvt (Ltd) in good faith, and to provide Earthfactor Pvt (Ltd) with such information and take such actions as may be reasonably requested by Earthfactor Pvt (Ltd) with respect to any investigation undertaken by Earthfactor Pvt (Ltd) or a representative of Earthfactor Pvt (Ltd) regarding the use or abuse of the Platform.

    If you feel that any Member interacted with, whether online or in person, is acting or has acted inappropriately, including but not limited to anyone who (i) engages in offensive, violent or sexually inappropriate behavior, (ii) suspected of stealing, or (iii) engages in any other disturbing conduct, the same should immediately be reported to the appropriate authorities and then to Earthfactor Pvt (Ltd) by contacting us with the police station and report number (if available). Members agree that any report made will not obligate us to take any action (beyond that required by law, if any).

  • Terms applicable to all bookings

     

    Subject to meeting any requirements (such as completing any verification processes) set by Earthfactor Pvt (Ltd) and/or the Host, Members can book a listing available on the Platform by following the respective booking process. All applicable fees, including the Listing Fee, Security Deposit (if applicable), Member Fee and any applicable taxes (collectively, "Total Fees") will be presented prior to booking a listing. Members agree to pay the Total Fees for any booking requested in connection with their Platform Account.

    Upon receipt of a booking confirmation from Earthfactor Pvt (Ltd), a legally binding agreement is formed between the Member and the Host, subject to any additional terms and conditions of the Host that apply, including in particular the applicable Cancellation Policy and any rules and restrictions specified in the listing. Earthfactor Pvt (Ltd) will collect the Total Fees at the time of the booking request or upon the Host's confirmation. For certain bookings, Members may be required to pay or have the option to pay in multiple installments.

    If Members book a Service on behalf of additional guests, Members are required to ensure that every additional guest meets any requirements set by the Host, and is made aware of and agrees to these Terms and any terms and conditions, rules and restrictions set by the Host. If Members are booking for an additional guest who is a minor, Members represent and warrant that they are legally authorized to act on behalf of the minor. Minors may only participate in an Experience, Event or other Host Service if accompanied by an adult who is responsible for them.

  • Booking Accommodations

     

    Members understand that a confirmed booking of an accommodation ("Accommodation Booking") is a limited license granted to a Member by the Host to enter, occupy and use the accommodation for the duration of the stay, during which time the Host (only where and to the extent permitted by applicable law) retains the right to re-enter the accommodation, in accordance with the agreement with the Host.

    Members agree to leave the Accommodation no later than the checkout time that the Host specifies in the listing or such other time as mutually agreed upon between the Member and the Host. If the Member stays past the agreed upon checkout time without the Host's consent ("Overstay"), the Member no longer has a license to stay in the accommodation and the Host is entitled to make the Member leave in a manner consistent with applicable law. In addition, the Member agrees to pay, if requested by the Host, for each twenty-four (24) hour period (or any portion thereof) that the Member Overstays, an additional nightly fee of up to two (2) times the average nightly Listing Fee originally paid by the Member to cover the inconvenience suffered by the Host, plus all applicable Member Fees, taxes, and any legal expenses incurred by the Host to make the Member leave (collectively, "Overstay Fees"). Overstay Fees for late checkouts on the checkout date that do not impact upcoming bookings may be limited to the additional costs incurred by the Host as a result of such Overstay. If the Member Overstays at an accommodation, the Member authorizes Earthfactor Pvt (Ltd) to charge Members in order to collect such Overstay Fees. A Security Deposit, if required by a Host, may be applied to any Overstay Fees due for a Member's Overstay.

  • Booking Experiences, Events and other Host Services

     

    Members should carefully review the description of any Experience, event or other Service intended to be booked to ensure (and any additional guests Members are booking for) that any minimum age, proficiency, fitness or other requirements which the Host has specified in their listing are met. At the Member's sole discretion, the Host may be informed of any medical or physical conditions, or other circumstances that may impact the Member's and any additional guest's ability to participate in any Experience, event or other Service. In addition, certain Government laws and rules put in place by the Hosts, like the minimum/maximum permissible legal age for certain type of activities, required health and fitness condition of the Members, cultural/religious/local norms at certain locations for the some Experience types, event or other Service, may also apply. Members are responsible for identifying, understanding, and complying with all laws, rules and regulations that apply to their participation in an Experience, event or other Service.

    Before and during an Experience, event or other Service, Members must at all times adhere to the Hosts' instructions.

    Members cannot bring any additional individuals to an Experience, event or other Service unless such an individual was added as an additional guest during the booking process on the Platform.

  • (Further) correspondence and communication

     

    By completing a booking, Members agree to receive (i) an email which we may send shortly prior to the arrival date, providing information on the destination and providing certain information and offers (including third party offers to the extent that the Member has actively opted in for this information) relevant to the Service booking and destination, (ii) an email after arrival to rate the (experience with) the Host and the Service, and (iii) an email which we may send promptly after the stay to complete our guest review form. See our Privacy Policy for more information about how we may contact Members.

    Earthfactor Pvt (Ltd) disclaims any liability or responsibility for any communication by or with the Members on or through its platform. Members cannot derive any rights from any such request to, or communication or (any form of) acknowledgement of receipt of any communication or request. Earthfactor Pvt (Ltd) cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed or accepted by the Members.

    In order to duly complete and secure the Member's booking, Members need to use their correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address or inaccurate or wrong (mobile) phone number or credit card number.

  • Ranking, Stars and Guest Reviews

     

    The default setting of the ranking of Hosts on our Platform is 'Platform(s) Recommends' (or any similar wording); this is the Default Ranking. Please note that the Default Ranking is created through a complex ever changing and evolving system (algorithm) that considers a multitude of criteria in order to match searchers and Services in an optimal way.

    The actual ranking will be different for each Member and for each search as there are many criteria included, for example the popularity of a Service among our Members (e.g. Member reviews), customer service history (including the number and type of Member complaints), certain booking-related data (e.g. number of bookings, cancellations, conversion rate, overbookings, availability, etc.) and the (past) browsing activities of a Member.

    On-time payment of commission by an accommodation and the commission percentage are also included in the algorithm of the Default Ranking. Please note that for convenience we also offer other ways to rank Hosts. A Member can choose to rank for example an accommodation on the basis of lowest price first, review scores, accommodation type (etc.). A Member thus has full control on the presentation of the search results.

    In certain cities and regions, Earthfactor Pvt (Ltd) operates a preferred partnership program, allowing certain Hosts that meet and maintain the preferred program terms to be listed ahead of the rest of the Hosts in the default "Recommended" ranking for the relevant city/region.

    Star Rating displayed on the Platform(s) is determined by our internal team, based on a wide range of elements associated with the Service. Overall, the star classification is a representation of how the Service compares to the legal requirements (if applicable) or, if not regulated, the sector or (customary) industry standards in terms of price, facilities and available Services in Pakistan.

    Only Members who have stayed and used a Service through the Platform(s) will be invited by us to comment on their stay at the relevant Services and to provide a score for certain aspects of their Service utilization or may receive a rating request during their usage of the Service.

    The completed Member review (including submitted rating during the usage) may be (a) uploaded onto the relevant Host's information page on our Platform for the sole purpose of informing (future) Members of the service (level) and quality of the Host, and (b) (wholly or partly) used and placed by Earthfactor Pvt (Ltd) at its sole discretion (e.g. for marketing, promotion, or improvement of our service) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by Platform(s) and our business partners.

    In order to offer and maintain recent (and therefore relevant) reviews, reviews can only be submitted within a limited period of time (28 days) after a stay and each review will only be available for a limited period of time (between 24-36 months) after posting.

    The default ranking of the reviews is by date of submission relative to a few additional criteria (such as language, reviews with comments), whereas a review of a Member who [always] submits comprehensive and detailed reviews (aka "Property Scout") may be ranked on top. Members have the option to choose various different forms of ranking and filter (e.g. by audience, date, language, score). Earthfactor Pvt (Ltd) does allow the Host to respond to a review. We reserve the right to adjust, refuse, or remove reviews at our sole discretion insofar it violates our review policy.

    Earthfactor Pvt (Ltd) does not compensate or otherwise reward a Member for completing a review. The review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. Earthfactor Pvt (Ltd) undertakes to use its best efforts to monitor and remove reviews that include obscenities or the mention of an individual's name or reference to stolen goods.

    Members are prohibited from manipulating the ratings and reviews system in any manner, such as instructing a third party to write a positive or negative Review about another Member.

    Earthfactor Pvt (Ltd) does not accept reviews which include:

    • Profanity, sexually explicit, hate speech, discriminatory, threats, violence
    • Mention of full names, personal attack towards the staff
    • Promoting illegal activities (e.g. drugs, prostitution)
    • Sites, emails and addresses, phone numbers, cc details
    • Politically sensitive comments
    • Spam
  • Eligibility, Using the Platform, Member Verification

     

    In order to access and use the Platform or register a Platform Account, Members must be an individual at least 18 years old or a duly organized, validly existing business, organization or other legal entity in good standing under the laws of the country in which they established and able to enter into legally binding contracts.

    Earthfactor Pvt (Ltd) may make access to and use of the Platform, or certain areas or features of the Platform, subject to certain conditions or requirements, such as completing a verification process, meeting specific quality or eligibility criteria, meeting ratings or reviews thresholds, or a Member's booking and cancellation history.

    In order to duly complete and secure the Member's booking, Members need to use their correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address or inaccurate or wrong (mobile) phone number or credit card number.

    Member verification on the Internet is difficult and we do not assume any responsibility for the confirmation of any Member's identity. Notwithstanding the above, for transparency and fraud prevention purposes, and as permitted by applicable laws, we may, but have no obligation to (i) ask Members to provide a form of government identification or other information or undertake additional checks designed to help verify the identities or backgrounds of Members, (ii) screen Members against third party databases or other sources and request reports from service providers, and (iii) where we have sufficient information to identify a Member, obtain reports from public records of criminal convictions or sex offender registrations or an equivalent version of background or registered sex offender checks.

    The access to or use of certain areas and features of the Platform may be subject to separate Policies, standards or guidelines, or may require that Members accept additional terms and conditions, before accessing the relevant areas or features of the Platform. If there is a conflict between these Terms and terms and conditions applicable to a specific area or feature of the Platform, the latter terms and conditions will take precedence with respect to Members' access to or use of that area or feature, unless specified otherwise in the latter terms and conditions.

    If Members access or download the smart device application from the App Stores, Members agree to that specific App Stores terms and conditions/terms of service.

  • Account Registration

     

    Members must register an account ("Platform Account") to access and use certain features of the Platform, such as publishing or booking a listing. If a Member is registering a Platform Account for a business, organization or other legal entity, the Member represents and warrants that the Member has the authority to legally bind that entity and grant us all permissions and licenses provided in these Terms.

    Members can register a Platform Account using an email address and creating a password, or through a Member's account with certain third-party social networking services, such as Facebook or Google ("SNS Account"). Members have the ability to disable the connection between the Platform Account and the SNS Account at any time, by accessing the "Settings" section of the Platform.

    Members must provide accurate, current and complete information during the registration process and keep your Platform Account and public Platform Account profile page information up-to-date at all times.

    Members may not register more than one (1) Platform Account unless Earthfactor Pvt (Ltd) authorizes the same in writing. Members cannot assign or otherwise transfer the Platform Account to another party.

    Members are responsible for maintaining the confidentiality and security of the Platform Account credentials and cannot disclose such credentials to any third party. Members must immediately notify Earthfactor Pvt (Ltd) if it is known or there is any reason to suspect that the Member's credentials have been lost, stolen, misappropriated, or otherwise compromised or in case of any actual or suspected unauthorized use of the Member's Platform Account. Members are liable for any and all activities conducted through their Platform Account, unless such activities are not authorized by them and they are not otherwise negligent (such as failing to report the unauthorized use or loss of the credentials).

  • Termination, Suspension and other Measures

     

    Earthfactor Pvt (Ltd) may terminate, suspend and/or block a Member's account on the Platform in response to the following scenarios:

    • To comply with applicable law, or the order or request of a court, law enforcement or other administrative agency or governmental body
    • The Member has breached these Terms, our Policies, applicable laws, regulations, or third-party rights
    • If the Member has provided inaccurate, fraudulent, outdated or incomplete information during the Platform Account registration, listing process or thereafter
    • If the Host and/or their listings or Services at any time fail to meet any applicable quality or eligibility criteria
    • If the Member has repeatedly received poor ratings or reviews or Earthfactor Pvt (Ltd) otherwise becomes aware of or has received complaints about their performance or conduct
    • If the Member has repeatedly cancelled confirmed bookings or failed to respond to booking requests without a valid reason
    • Earthfactor Pvt (Ltd) believes in good faith that such action is reasonably necessary to protect the personal safety or property of the Host

    As a follow-up action to the triggering of the above listed events, Earthfactor Pvt (Ltd) may initiate the following actions to prevent fraud or other illegal activity:

    • Refuse to surface, delete or delay any listings, ratings, reviews, or other content
    • Cancel any pending or confirmed bookings
    • Limit the Member's access to or use of the Platform
    • Temporarily or permanently revoke any special status associated with the Member's Platform Account
    • Temporarily or in case of severe or repeated offenses permanently suspend the Member's Platform Account and stop providing access to the Platform.

    If Earthfactor Pvt (Ltd) takes any of the measures described above:

    • In the event a Host is at fault, Earthfactor Pvt (Ltd) may refund Members in full for any and all confirmed bookings that have been cancelled, irrespective of preexisting cancellation policies; and/or
    • Members shall not be entitled to any compensation for pending or confirmed bookings that were cancelled.
  • Modification of these Terms

     

    Earthfactor Pvt (Ltd) reserves the right to modify these Terms at any time in accordance with this provision. If we make changes to these Terms, we will post the revised Terms on the Platform and update the "Last Updated" date at the top of these Terms. We will also provide Members with notice of the modifications by email at least thirty (30) days before the date they become effective. The Members continued access to or use of the Platform will constitute acceptance of the revised Terms.

  • Extenuating Circumstances Policy

     

    Travel Pakistan may have to refund their Members who have made a booking but are compelled to cancel it because of unexpected circumstances that are out of the Members control. Under such circumstances, Travel Pakistan will waive of the penalties and charges associated with such cancellations. Such cancellations will only be acceptable when accompanied with the required documentation as proof.

    Circumstances that require documentation

    Death of a host, member, or their immediate family member. The following documents will be required:

    • Death certificate
    • Obituary
    • News article naming the deceased

    Serious illness of a Host, Member, or any member of the traveling party. The Member will be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked.

    Government-mandated obligations including travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.

    Severe damage to the home that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn't include planned renovations. You'll be asked to provide all of the following documents:

    • Proof that the issue is being fixed
    • An estimate of when it will be fixed
    • An invoice for the repairs being done
    • Photos of the damage

    Airport and road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms. You'll be asked to provide a notice of the road closure, or notice of the airport closure and proof that the flight was canceled.

    Circumstances that require special review

    There's no required documentation for these circumstances, but our specialized team will review each case to confirm that you're directly affected.

    Severe security advisories for political or civil unrest in the area that the guest is traveling from, traveling to, or that the host's home is located in. Examples include:

    • Violence
    • Increased military presence
    • Severe damage to the area's infrastructure

    Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn't include lost or expired travel documents.

    Natural disasters that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests. Examples include:

    • Severe storms
    • Earthquakes
    • Flooding
    • Tornados
    • Tsunamis
    • Wildfires
    • Blizzards or severe winter storms

    Endemic disease or illness that suddenly affects a region or an entire group of people. This doesn't include existing diseases that are associated with an area. Examples of endemic disease include:

    • Ebola
    • Zika
    • Chagas disease

    Claims must be submitted by the Booking Member to Travel Pakistan within 14 days of the extenuating circumstance. Hosts will be obliged to comply with this policy and will not have a right to object to TP's refund decisions in this regard.

  • Privacy Policy

     

    Introduction

    Earthfactor Pvt (Ltd) is committed to protecting Members' Personal Information that is shared with us through the Platform. The trust is important to us and we're committed to protecting the privacy and security of Members' personal information. We want Members to understand our Privacy Policy so please take a moment to review this Privacy Policy (referred to as the "Policy"). This Policy describes how we collect, use, process, and disclose Member personal information, in conjunction with the Member's access to and use of the Platform and the payment services. This Policy describes our privacy practices for all websites, Platforms and services that link to it. By using our Platform or the services offered by us, Members are consenting to our use of such personal information as provided to us as described herein.
    The Platform offers online travel-related services through our own websites and mobile apps, as well as through other online Platforms such as partners' websites and social media. All the information that follows applies to not one, not two, but all of these platforms. Several platforms, one privacy statement. This Policy applies to any kind of information we collect through these Platforms or other means connected to these Platforms (such as contacting our customer service team via email).
    The information that's shared with us helps us to provide a great experience with the Platform. We need to collect, use and disclose personal information in order to perform our business functions and activities, including making and managing travel bookings on behalf of the Members. We are firmly committed to protecting the privacy and confidentiality of personal information with various physical, electronic and procedural safeguards. If Members' disagree with this Policy, use of the Platform and our services should be discontinued immediately.

    1. Definitions

    If you see a capitalized and undefined term in this Policy (such as "Platform" or "Member"), it has the same definition as in our Terms and Conditions ("Terms").
    When this policy mentions "we," "us," or "our," it refers to Earthfactor Pvt (Ltd) and any such reference to Earthfactor Pvt (Ltd) also includes its Support Companies that are responsible for Member information under this Privacy Policy.

    2. What personal information do we collect?

    Generally, the type of personal information we collect about Members is the information that is needed to facilitate the travel arrangements and bookings and to arrange the Services and other travel related services and/or products on the Member's behalf.

    We therefore typically process the following types of personal information about Members:

    • Account Information. When Members' sign up for a Platform Account, we require certain information such as first name, last name, email address, and date of birth.
    • Profile and Listing Information. To use certain features of the Platform (such as booking or creating a listing), we may ask Member to provide additional information, which may include address, phone number, and a profile picture.
    • Payment Account Information. To use certain features of the Platform (such as booking or creating a listing), we may require Member to provide certain financial information (like Member's bank account or credit/debit card information, including card type, card number, security number and expiry date) in order to facilitate the processing of payments;
    • Identity Verification Information. To help create and maintain a trusted environment, we may collect identity verification information (such as images of government issued ID, passport, national ID card, or driving license, as permitted by applicable laws) or other authentication information. For a Host, during the payments process, we may require identity verification information (such as images of government issued ID, passport, national ID card, or driving license) or other authentication information, such as date of birth, address, email address, phone number and other information in order to verify the identity and to provide the payment services to the Host, and to comply with applicable law.
    • Information about dietary requirements and health issues (if any);
    • Communications with Earthfactor Pvt (Ltd) and other Members. When Members make contact with us for other purposes or use the Platform to communicate with other Members, we may also collect personal information about Members in relation to those purposes. For example, we may collect personal information so we can respond to an enquiry or feedback that has been sent to us.
    • Additional Profile Information. Members may choose to provide additional information as part of the Platform profile (such as gender, preferred language(s), city, and a personal description). Some of this information as indicated in the Platform Account settings is part of the public profile page, and will be publicly visible to others.
    • Address Book Contact Information. Members may choose to import their address book contacts or enter the contacts' information manually to access certain features of the Platform, like inviting them to use the Platform.
    • Other Information. Members may otherwise choose to provide us information when Members fill in a form, update or add information to the Platform Account, respond to surveys, post to community forums, participate in promotions, communicate with our customer care team, share experiences with us, or use other features of the Platform.

    We also collect information that is required for use in the business activities of Earthfactor Pvt (Ltd) for the Platform including for example, financial details necessary in order to process various transactions and other relevant personal information Members may elect to provide to us.
    In some circumstances, we may collect personal information from Members which may be regarded as sensitive information. Sensitive information may include (without limitation) racial or ethnic origin, philosophical or religious beliefs or affiliations, sexual preferences or practices, and health information. We will only collect sensitive information with Member's explicit consent and where it is reasonably necessary for, or directly related to, one or more of our functions or activities (e.g. to make travel arrangements), unless we are otherwise required or authorized to do so by law. To the extent permitted or required under applicable laws, Member's consent to us using and disclosing sensitive information for the purpose for which it was collected, unless we subsequently receive consent to use it for another purpose. 

    3. How do we collect personal information?

    We will only collect personal information in compliance with applicable data protection laws. We usually collect personal information from the information submitted during the course of the Member's relationship with us. Generally, this collection will occur when Members:

    • Contact us in person, by telephone, letter, email;
    • Visit our websites;
    • Connect with us on social media.

    We may collect personal information about Members when:

    • Purchases or enquiries are made about travel arrangements or other products and Services;
    • Competitions are entered into or registrations for promotions;
    • Subscribing to receive marketing from us (e.g. e-newsletters);
    • Requesting brochures or other information from us; or
    • Providing information, using our services, or on social media.

    3.1 Information We Automatically Collect from Use of the Platform and payment services.

    When Members use the Platform and the payment services, we automatically collect personal information about the Services used and how they are used. This information is necessary for the adequate performance of the Services, to enable us to comply with legal obligations and given our legitimate interest in being able to provide and improve the functionalities of the Platform and payment services.

    • Geo-location Information. When using certain features of the Platform, we may collect information about the precise or approximate location as determined through data such as the IP address or mobile device's GPS to offer an improved Member experience. Most mobile devices allow the control or disable the use of location services for applications in the device's settings menu. Earthfactor Pvt (Ltd) may also collect this information even when Members are not using the app if this connection is enabled through the settings or device permissions.
    • Usage Information. We collect information about interactions with the Platform such as the pages or content viewed, searches for listings, bookings made, and other actions on the Platform.
    • Log Data and Device Information. We automatically collect log data and device information when Members' access and use the Platform, even if they have not created a Platform Account or logged in. That information includes, among other things: details about how the Platform is being used (including clicking on links to third party applications), IP address, access dates and times, hardware and software information, device information, device event information, unique identifiers, crash data, cookie data, and the pages viewed or engaged with before or after using the Platform.
    • Cookies and Similar Technologies. We use cookies and other similar technologies when Members use our platform, use our mobile app, or engage with our online ads or email communications. We may collect certain information by automated means using technologies such as cookies, web beacons, pixels, browser analysis tools, server logs, and mobile identifiers. In many cases the information we collect using cookies and other tools is only used in a non-identifiable without reference to personal information. For example, we may use information we collect to better understand website traffic patterns and to optimize our website experience. In some cases we associate the information we collect using cookies and other technology with Member personal information. Our business partners may also use these tracking technologies on the Platform or engage others to track Member behavior on our behalf.
    • Pixels and SDKs. Third parties, including Facebook, may use cookies, web beacons, and other storage technologies to collect or receive information from our websites and elsewhere on the internet and use that information to provide measurement services and target ads. For apps, that third parties, including Facebook, may collect or receive information from Member's app and other apps and use that information to provide measurement services and targeted ads. Members can opt-out of the collection and use of information for ad targeting by updating their Facebook account ad settings. For more information on our use of these technologies, see our Cookie Policy below.
    • Payment Transaction Information. Earthfactor Pvt (Ltd) collects information related to payment transactions through the Platform, including the payment instrument used, date and time, payment amount, payment instrument expiration date and billing postcode, PayPal email address, IBAN information, address and other related transaction details. This information is necessary for the adequate performance of the Services and to allow the provision of the payment services.

    3.2 Information We Collect from Third Parties.

    In some circumstances, it may be necessary for us to collect personal information about Members from a third party including personal information, that others provide when they use the Platform and the payment services, or obtain information from other sources and combine that with information we collect through the Platform and the payment services. Such scenarios, inter alia, may include where a person makes a travel booking on a Member's behalf which includes travel arrangements to be used by the said Member, and vice versa (i.e. a group booking made for the Member by a friend or a group booking made for a friend by the Member). Where this occurs, we will rely on the authority of the person making the travel booking as the ‘Lead Member' to act on behalf of any other Member/guest on the booking. The Lead Member agrees to have obtained the consent of the other person for Earthfactor Pvt (Ltd) to collect, use and disclose the other person's personal information in accordance with this Policy.

    We do not control, supervise or respond for how the third parties providing the Member's information process the personal information, and any information request regarding the disclosure of the Member's personal information to us should be directed to such third parties.

    • Third Party Services. If Member links, connect, or login to the Platform Account with a third party service (e.g. Google, Facebook, WeChat), the third party service may send us information such as registration, friends list, and profile information from that service. This information varies and is controlled by that service or as authorized by the Member via the privacy settings at that service.
    • Member References. If someone has written a reference for a Member, it will be published on the Member's Platform public profile page with consent.
    • Background Information. To the extent permitted by applicable laws and with Member consent where required, Earthfactor Pvt (Ltd) may obtain the local version of police, background or registered sex offender checks. We may use the information, including the full name and date of birth, to obtain such reports.
    • Referrals. If a person is invited to use/join the Platform, the person who invited the other person may submit personal information such as the email address or other contact information.
    • Other Sources. To the extent permitted by applicable law, we may receive additional information about Members, such as demographic data or information to help detect fraud and safety issues, from third party service providers and/or partners, and combine it with information we have. For example, we may receive background check results (with Member consent where required) or fraud warnings from service providers like identity verification services for our fraud prevention and risk assessment efforts. We may receive information about Members and the activities on and off the Platform through partnerships, or about Member experiences and interactions from our partner ad networks.

    3.3 Children's Data.

    Our Platform(s) are not directed to children under 16 and we do not knowingly collect any personal information directly from children under 16. We only process information about children with the consent of the parents or legal guardians or when the information is provided to use by the parents or legal guardians. If a Member believes that we are processing the personal information pertaining to a child inappropriately, we take this very seriously and urge the said Member to contact us using the information provided under the "Contact Us" section available on our Platform.
    Members should let us know immediately if they become aware that their personal information has been provided to us by another person without their consent or if the Member did not obtain consent before providing another person's personal information to us.
    We strive to maintain the accuracy of the Member's personal information that we store, however, Member can assist us with this considerably by promptly contacting us if there are any changes to the personal information or if Members become aware that we have inaccurate personal information relating to them. We will not be responsible for any losses arising from any inaccurate, inauthentic, deficient or incomplete personal information that a Member, or a person acting on the Member's behalf, provides to us.

    4. How do we use Member's personal information?

    We may use, store, and process personal information where:

    • consent has been provided to such processing
    • the processing is necessary to provide our services, i.e., to provide, understand, improve, and develop the Platform;
    • the processing is necessary for compliance with our legal obligations and our Policies such as creating and maintaining a trusted and safer environment;
    • the processing is necessary for the provision, personalization, measurement, and improvement our advertising and marketing; and/or
    • the processing is necessary for our legitimate interests or those of any third party recipients that receive such personal information.

    In detail, when Members contact us in relation to a travel booking or query, we collect personal information generally to provide travel advice and/or to assist Members with booking travel and/or travel related products and the Services. However, the purpose for collection may differ depending on the particular circumstances as disclosed in this Policy (e.g. collection of personal information for the purpose of participation in a competition, provision of feedback, etc.).
    When Members book or when Members otherwise arrange travel related products and Services through us, we usually act as an agent for the relevant travel service providers/Hosts (e.g. for a hotel). In this case, we process personal information as necessary so as to provide the Services that have been requested from us. This usually includes collecting personal information both for our internal purposes as described in this Policy and for the travel service provider/Host for whom we act as an agent (e.g. to provide the booked Services). For example, if Members book pre-accommodation through us, then we use the personal information to enable the accommodation to be booked and disclose it to the hotel solely for this purpose.
    We may therefore share Member information with our travel service providers/Hosts such as hotel, airline, car rental, or other providers, who fulfil the travel bookings. We encourage Members to review the privacy policies of any third-party travel service providers/Hosts whose products Members purchase/book through us.

    The purposes for which we collect personal information further, inter alia, include:

    • Providing Members with the Services and tools (for example, saving travel preferences on our Platform(s) to a wish list or saving personal information to allow for pre-population of online forms);
    • Developing and improving our products and Services and those of our related entities;
    • Servicing our relationship with the Member by, among other things, providing customer service and creating and maintaining a customer profile to enable our brands to service Members better or presenting options on our Platform we think may interest Members based on their browsing and preferences;
    • Involving Members in market research, gauging customer satisfaction and seeking feedback regarding our relationship with the Member and/or the service we have provided to optimize the Platform and experience;
    • To facilitate Member participation in loyalty programs and online competitions;
    • For internal research and analysis in relation to our business and services, including but not limited to trends and preferences in sales and travel destinations and use of our Platform(s);
    • Internal accounting and administration;
    • Identification of fraud or error;
    • Regulatory reporting and compliance;
    • Compliance with our legal obligations and any applicable customs/immigration requirements relating to the travel;
    • enable Members to access and use the Platform,
    • enable Members to communicate with other Members,
    • send Members service or support messages, updates, security alerts, and account notifications,
    • to facilitate referral invitations and to send Member requests for references,
    • detect and prevent spam, abuse, security incidents, and other harmful activity,
    • conduct security investigations and risk assessments,
    • verify or authenticate information or identifications provided by Members (such as to verify the accommodation address or compare the identification photo to another photo a Member has provided),
    • conduct checks against databases and other information sources, including background or police checks, to the extent permitted by applicable laws and with Member consent where required,
    • Resolve any disputes with any of our Members and enforce our agreements with third parties,
    • enforce our Terms and other Policies,
    • send promotional messages to Members, marketing, advertising, and other information that may be of interest to Member based on Member's preferences (including information about Earthfactor Pvt (Ltd) or partner campaigns and services) and social media advertising through social media platforms such as Facebook or Google), unless Member have requested not to receive such information, and
    • enable Members to access and use the payment services.

    We process this personal information for these purposes given our legitimate interest in protecting the Platform, improving the Platform and our Members' experience with it, to measure and for the adequate performance of the Services, in undertaking marketing activities to offer Members products or services that may be of interest and to comply with applicable laws.

    5. Is personal information disclosed to third parties?

    We do not and will not sell, rent or trade Member personal information. We may only disclose personal information to third parties in the ways set out in this Policy and, in particular, as set out below, and in accordance with local data protection laws. Note that, in this Policy, where we say "disclose", this includes to transfer, share (including verbally and in writing), send, or otherwise make available Member personal information to another person or entity.

    Member personal information may be disclosed, inter alia, to the following types of third parties:

    • our contractors, suppliers and service providers, including without limitation:
      • in each of the circumstances set out in section 4 ("How do we use Member personal information?");
      • suppliers of IT based solutions that assist us in providing services to Members (such as any external data hosting providers we may use);
      • publishers and distributors of marketing material;
      • event and expo organizers;
      • marketing, market research, research and analysis and communications agencies; and
      • external business advisers (such as lawyers, accountants, auditors and recruitment consultants);
    • travel service providers/Hosts such as travel wholesalers, tour operators, airlines, hotels, car rental companies, transfer handlers and other related service providers;
    • any third party to whom we assign or novate any of our rights or obligations;
    • a person making travel bookings on a Member's behalf (i.e. a family member, friend or work colleague);
    • where the Member is not contactable, a person who can verify to us that they have a relationship with the Member (e.g. a family member) through correctly answering our required security questions and the request is, in our opinion, in the Member's interest (for example, where the person is concerned for the Member's welfare or needs to undertake action on the Member's behalf due to unforeseen circumstances);
    • as required or authorized by applicable law and to comply with our legal obligations;
    • to comply with a valid and authorized request by government agencies and public authorities, including a court order or other valid legal process;
    • various regulatory bodies and law enforcement officials and agencies, including to protect against fraud and for related security purposes;
    • enforcement agencies where we suspect that unlawful activity has been or may be engaged in and the personal information is a necessary part of our investigation or reporting of the matter;
    • To enable or support us in providing the Platform and the payment services, we may share Member information, including personal information, within our corporate affiliates (if any) and our Support Companies;
    • the Platform allows Members to publish information, including personal information, that is visible to the general public; and
    • To help facilitate bookings or other interactions between Members, we may need to share certain information, including personal information, with other Members, as it is necessary for the adequate performance of the Services (we do not share billing or payout information with other Members).

    On our websites, Members may choose to use certain features that can be accessed through, or for which we partner with, other entities that are not otherwise affiliated with us. These features, which include social networking and geo-location tools, are operated by third parties, including social networks, and are clearly identified as such. These third parties may use or share personal information in accordance with their own privacy policies. The social media platforms with which we may share personal information are not controlled or supervised by Earthfactor Pvt (Ltd). We strongly suggest that Members review the third parties' privacy policies if the Member uses the relevant features.
    Hosts may need to use third party services available through the Platform to assist with managing their accommodation or providing additional services requested by the Member, such as cleaning services or lock providers. Hosts may use features on the Platform to share information about the Member (like check-in and check-out dates, Member name, Member phone number) with such third party service providers for the purposes of coordinating the stay, managing the accommodation, or providing other services. Hosts are responsible for third party service providers they use and ensuring those service providers process Member information securely and in compliance with applicable laws.

    6. Security of Information

    We are committed to safeguarding and protecting Member personal information via continuously implementing and updating various physical, electronic and managerial and technical security procedures in order to protect the personal information from loss and misuse, and from unauthorized access, modification, destruction, disclosure and interference. Earthfactor Pvt (Ltd) regularly reviews security technologies and strives to protect personal information as fully as is reasonably possible. Earthfactor Pvt (Ltd) is not responsible for any third party's actions or their security controls with respect to information that third parties may collect or process via their websites, services or otherwise. We will destroy or de-identify personal information once we no longer require it for our business purposes, or as required by law. Some of the safeguards we use to protect the information are firewalls and data encryption, and information access controls. If Members know or have reason to believe that their Platform Account credentials have been lost, stolen, misappropriated, or otherwise compromised or in case of any actual or suspected unauthorized use of the Platform Account, please contact us.

    7. Social Media Integrations

    Our Platform(s) including the mobile applications and websites may use social media features and widgets (such as "Like" and "Share" buttons/widgets). These are provided and operated by third party companies (i.e. Facebook, Twitter etc.) and either hosted by a third party or hosted directly on our Platform. Such features may collect information such as the page being visited on our Platform, IP address and may also set cookies to enable the feature to function properly.
    If Members are logged into the respective account with a third party company, then the third party company may be able to link information about the visit to and use of our Platform to the social media account with them. Similarly, a Member's interactions with the social media features may be recorded by the third party company. In addition, the third party company may send us information in line with their policies, such as the name, profile picture, gender, friend lists and any other information Members have chosen to make available, and we may share information with the third party company for the purposes of serving targeted marketing to the Member via the third party social media platform. Members can manage the sharing of information and opt out from targeted marketing via their privacy settings for the third party social media platform.
    Member interactions with these social media features and widgets are governed by the privacy policy of the third party company providing them. For more information about the data practices of these third party companies, and to find out more about what personal information is collected and how the third party companies use such personal information, please refer to their privacy policy directly.

    8. Tracking Technologies & Cookies

    We may use third-party web analytics services on our Platform (such as Google, Facebook, affiliate tracking etc.), cookies and similar technologies to help us analyze how visitors use our Platform and to help provide, protect and improve the Platform.
    When Member accesses our Platform, open electronic correspondence or communications from us, our servers may record data regarding the device and the network a Member is using to connect with us, including the IP address. An IP address is a series of numbers which identify the computer, and which are generally assigned when a person accesses the internet. We may use IP addresses for system administration, investigation of security issues and compiling anonymized data regarding usage of our Platform. We may also link IP addresses to other personal information we hold about Members and use it for the purposes described above (e.g. to tailor online advertising, provided Members have opted in for the same).
    Our Platform may also contain links to third party websites over which we have no control over. We are not responsible for the privacy practices or the content of such websites and encourage Members to read the privacy policies of any linked third party websites visited.

    What is a Cookie?
    A Cookie is small data file that is stored on a Member's device (e.g. phone or computer) or other internet-connected device to uniquely identify a Member's browser or to store information or settings in the browser. While a Member visits a particular website, a cookie may be used to track the activities of the browser in order to provide the Member with a consistent, more efficient experience. They keep a record of a Member's preferences. Cookies may store a variety of information, including, the number of time a site is accessed, registration information and the number of times that a particular page or other item on the site is viewed.

    How do third-party vendors use Cookies?
    Third party channels (i.e. Google) show Earthfactor Pvt (Ltd) ads across the internet. These third parties use cookies to serve ads based on a Member's prior visits to our Platform. No personal information is stored in cookie data, and Members may opt out of third-party usage of cookies via the third party's cookie settings.

    How does Earthfactor Pvt (Ltd) use cookies? Cookies may be used to help speed up the booking process so there is no need to re-type the same information. We may use cookies for a number of purposes, such as to measure Platform usage such as number of visitors on a certain page, entry and exit points of visitors, and details of activities and searches performed with related information. If Members are making a purchase, we may also use cookies to keep track of the transaction from one page to the next. We do not store any personal information in the cookie or use it for any other purpose. Cookies allow us to recognize a Member when the Member returns. They also help us provide a customized experience and can enable us to detect certain kinds of fraud. We may also use cookies to monitor and analyze the performance, operation, and effectiveness of the Platform and advertisements. We may also use other technologies with similar functionality to cookies, such as web beacons, pixels, mobile identifiers and tracking URLs.

    9. Changes to our Policy

    We may amend or make revisions to this Policy from time to time, which amendments may also apply to the personal information collected under a previous version of this Policy. Earthfactor Pvt (Ltd) reserves the right to alter this Privacy Policy at any time and for any reason. It is the Member's responsibility to keep up to date with any changes to this Policy. If we make a change to the Policy, we will notify the Member via a notice online and the revised version will be posted on the Platform with the revision date. The Member's continued access to or use of the Platform will then be subject to the revised Privacy Policy.
    This Privacy Policy was last updated on April 2019.

  • Property Booking Cancellation Refund Terms

     

    Introduction

    This Cancellation Policy of Offto Platform defines and explains the rules, terms and the calculation of the sums deductable/payable under various circumstances, in which a Member may cancel a booking, not check-in for a booked Service, or may otherwise be unable to avail the Service due to various types of events and situations.

    Definitions

    • "Platform(s)" means collectively the Platform, including its Websites and subdomains thereof and any mobile, tablet and other smart device applications, along with the Services and all other associated services provided by Earthfactor Pvt (Ltd).
    • "Host" means all the individuals and companies who have signed up with Earthfactor Pvt (Ltd) and/or the Support Companies to publish and sell their products and services using the Platform(s).
    • "Member" shall mean any person and/or body corporate who registers an account to use the Platform(s) and the Services or visits the Platform to use the same,
    • "Member Fees" means the fees charged to the Member(s) for registering and using the Platform.
    • "Booking Fees" means any amount that the Platform defines for its expenses.
    • "Listing Fee" means the total price (inclusive of any applicable taxes, cleaning fee(s), and any other related additional charges) for a listing/Service on the Platform.
    • "Service" means all the various services sold on the Platform(s), including but not limited to room rentals, vehicle rentals, experiences, travel and tour packages.
    • "Terms" means these Terms and Conditions.
    • "Users" shall mean collectively the Members.

    Any other defined terms in these Terms that are not specifically provided for under this Definitions Clause shall have the same meaning as provided in the context of these Terms.
    A singular term shall be construed to mean the plural where necessary, and a plural term the singular.
    When these Terms mention "we," "us," or "our," it refers to Earthfactor Pvt (Ltd) and any such reference to Earthfactor Pvt (Ltd) also includes its Support Companies.

    Event Treatment Rules

    Cancellable/Refundable bookings

    • If the Member has booked an accommodation but arrives at the Property by upto 4 hours late from given/agreed check-in time, then the Host must retain the Member's booked room or service for a minimum of 4 hours after the agreed check-in time and allow the Member to check-in.
    • If the Member has booked the Property for more than one-day and arrives at the Property one-day after the Check-in date, the Host must retain the room(s) for the remaining duration of the booking and allow Member to check-in and consume remaining duration of the booking.
    • If the Member has booked for one-day and does not check-in at the Property at all and also does not cancel the booking, then the Host must retain the room till the Check-out time(12 noon) next day and the Member will be charged full amount.
    • If Member has booked the Property for more than one day and does not check-in at the Property at all and does not cancel the booking, room/s will be made available for remaining duration of the booking.
    • If the Member has booked for one-day and cancels the booking after the check-in time but on the check-in date, then the Member will be charged 100% of the advance paid.
    • If the Member has booked for more than one-day, cancels the booking after the check-in time, but on the check-in date, then first-day will be charged fully, and the 45% of deposit for the remainder days will be refunded.
    • If the Member has booked for only one day, and cancels the booking before the check-in time, but on the date of check-in then the Member will be charged 100% of the advance paid.
    • If the Member has booked for more than one-day, cancels the booking before the check-in time, but on the date of check-in, then the first-day will be charged fully and the 45% of deposit for the remainder days will be refunded.
    • If Member formally cancels the booking 48-72 hours prior to the check-in starting date/time, then 60% of the advance payment will be refunded.
    • If Member formally cancels the booking 7 working days prior to the check-in starting date/time, then 75% of the advance payment will be refunded.
    • If Member formally cancels the booking more than 7 working days prior to the check-in starting date/time, then 75% of the advance payment will be refunded.
    • If Member formally cancels on the same day when the booking was done, provided that there are more than 2 weeks to go in check in date, then only Booking Fee will be charged from the Member, rest is refunded. Booking fee may be any amount that the Platform defines for its expenses.

    Non-Cancellable/Non-Refundable

    • If Member arrives at the Property 3-4 hours late to check- in from given/agreed check-in time, then the Host must retain the Member's booked room or service for a minimum of 4 hours and allow the Member to check-in.
    • If the Member has booked the Property for more than one-day and arrives at the Property one-day after the Check-in date, then the Host must retain the room(s) for the remaining duration of the booking and allow Member to check-in and consume remaining duration of the booking.
    • If the Member has booked for one-day and does not check-in at the Property at all, Host will retain the room(s) for the duration of the booking for the Member and (in case of no show) the Member will be charged 100% of the amount paid.
    • If the Member has booked for one-day or more than one-day and requests to cancel the booking then Cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If the Member has booked for more than one-day and requests to cancel the booking after the check-in time but on the check-in date, then Cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If the Member has booked for only one day and requests to cancel the booking before the check-in time but on the date of check-in then then Cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If the Member has booked for more than one-day and requests to cancel the booking before the check-in time but on the date of check-in then Cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If Member formally requests to cancels the booking 48-72 hours prior to the check-in starting date/time, then cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If Member formally requests to cancel the booking 7 working days prior to the check-in starting date/time then cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If Member formally requests to cancel the booking more than 7 working days prior to the check-in starting date/time, then cancellation not applicable. Member will be charged 100% of the advance paid amount.
    • If Member formally request to cancel on the same day when the booking was done, provided that there are more than 2 weeks to go in check in date, then only Booking Fee will be charged from the Member, rest is refunded. Booking fee may be any amount that the Platform defines for its expenses.
  • Refund Policy and Process

     

    By making a Confirmed Booking on the Platform with any of the Listed Service Provider (Hosts, Experience Givers and Vehicle Rental Companies), you accept and agree to the relevant cancellation and no-show policy of that Service Provide, and to any additional terms and conditions of the Service Provider that may apply to your purchase (including the fine print of the Service Provider made available on our Platform and the relevant house rules of the Service Provider), including for services rendered and/or products offered by the Service Provider. The relevant (delivery/purchase/use/carrier) terms and conditions of a Service Provider can be obtained with the relevant Service Provider.

    The general cancellation and no-show policy of each Service Provider is made available on our Platform on the Service Provider information pages and the applicable rules and processes of the Platform for treatment of these policies in our Service Cancellation Policy, during the booking procedure and in the confirmation email or ticket (if applicable).

    Note that certain rates, fees, or special offers are not eligible for cancellation, refund, or change. Applicable city/tourist tax may still be charged by the Service Provider in the event of a no-show or charged cancellation. Check the (booking) details of your product or service of choice thoroughly for any such conditions prior to making your reservation. Note that a Services which require down payment or (wholly or partly) prepayment may be canceled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant due or payment date in accordance with the relevant payment policy of the Service Provider and the Booking.

    Cancellation and prepayment policies may vary per segment, product, or service of each Service. Carefully read The Fine Print (below the Trip types or at the bottom of each Service Providers page on our Platform) and important information in your booking confirmation for additional policies as may be applied by the Service Provider (e.g. in respect of age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds/no free breakfast, pets/cards accepted).

    Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insufficient funds are for your own risk and account, and you will not be entitled to any refund of any (non-refundable) prepaid amount unless the Service Provider agrees or allows otherwise under its (pre)payment and cancellation policy.

    If you want to review, adjust, or cancel your confirmed booking, revert to the confirmation email and follow the instructions therein. Note that you may be charged for your cancellation in accordance with the Service Provider's cancellation, (pre)payment and no-show policy, or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation, (pre)payment and no-show policy of the accommodation provider carefully prior to making your booking, and remember to make further payments on time as may be required for the relevant booking.

    If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this with the Service Provider so they know when to expect you to avoid cancellation of your Service (Booking) or charge of the no-show fee. Our customer service department can help you if needed with informing the Service Provider. We do not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation or charged no-show fee by the Service Provider.

    The Refund Process of the Platform follows the applicable terms of our Cancellation Policy and the amount due in refund gets transferred to your eWallet on the Platform. The Members are then entitled to use all amount in their eWallet to make any full or partial payments. The utilization of the amount in the eWallet by the Members is restricted to the purchase of Services that are listed on the Platform only.