Terms & Conditions

EdenRoute Travels is an online marketplace that connects travellers (“Guests”) with accommodation providers (“Hosts”). We are not the owner, operator, or manager of any property listed. The contract for a stay is between the Guest and the Host. We provide the booking, payment, review, and support tooling around that contract.

You must be at least 18 years old and able to enter a binding contract. You are responsible for the accuracy of your account information and for all activity under your account. Keep your password confidential and tell us promptly of any unauthorised use.

We may suspend or close an account that breaches these Terms, is used unlawfully, or presents a risk to other users or to us. Where we do so we will normally tell you the reason unless prevented by law.

Hosts must provide complete and truthful verification information, including a government identity document, contact details, and settlement bank details. We review this information before a Host can receive payouts. Providing false information is a material breach of these Terms. Listings must be accurate, lawful, and kept up to date, and photos must depict the actual property.

Prices are shown before you confirm a booking. Payment is processed by our payment partner, Razorpay; we do not store full card details. A booking is confirmed only once payment is successfully verified. You authorise us and Razorpay to charge the amount shown at checkout.

Every stay is offered at two cancellation policies, and you choose one before you pay:

• Non-refundable (the price shown by default) — no refund on a Guest-initiated cancellation at any time.
• Flexible (a higher price, shown at checkout) — refunds by the timing bands below.

For the Flexible rate, the refund is calculated from the moment you request the cancellation, relative to the check-in date:

• 7 days or more before check-in — 100% refund.
• 72 hours to 7 days before check-in — 50% refund.
• Less than 72 hours before check-in, or after check-in / no-show — no refund.

Government taxes and levies are refunded in full under either policy, regardless of timing. Refunds, where due, are returned to the original payment method through Razorpay, normally within 5–7 working days of processing.

If the Host cancels, or if we cancel a booking because a listing is removed, found to be fraudulent, or unsafe, you receive a full refund.

Exceptional circumstances. If you must cancel because of serious illness or injury, a death in the immediate family, a natural disaster, or a government travel restriction or denied entry affecting your trip, contact us through the Grievance channel before cancelling. With reasonable supporting documentation we will refund in full, assessed case by case.

Nothing in this policy affects rights you have under the Consumer Protection Act, 2019 (India) or consumer law where you live.

Guests and Hosts can message each other on the Platform only once a booking exists between them. Messages are kept on our servers for the purpose of that stay and are automatically deleted two months after the check-out date. Use messaging to discuss your stay, not to share content that would breach Section 8 below.

Reviews may be submitted only by Guests with a completed stay and must be honest and relevant. You grant us a non-exclusive, worldwide, royalty-free licence to host and display the content you submit for the purpose of operating the Platform. We may remove, hide, edit for redaction, or refuse content that is unlawful, abusive, misleading, infringing, or otherwise in breach of these Terms. We keep an internal record of moderation decisions.

You must not use the Platform to break the law, infringe others’ rights, post harmful or deceptive content, circumvent fees, scrape or overload our systems, or attempt to gain unauthorised access. We may investigate and take action, including removal of content, suspension, and reporting to authorities.

We provide the Platform on a reasonable-efforts basis and do not warrant that it will be uninterrupted or error-free. To the extent permitted by law, we are not liable for the acts or omissions of Hosts or Guests, for the condition or safety of any property, or for indirect or consequential loss. Nothing in these Terms limits liability that cannot be limited by law, including under the Consumer Protection Act, 2019 (India) or equivalent consumer law where you live.

Our handling of personal data is described in the Privacy Policy. By using the Platform you acknowledge that Policy.

We may update these Terms. We will post the new version here with a new version number and date, and where changes are material we will give notice by email or in-product before they take effect. Continued use after the effective date means you accept the change.

These Terms are governed by the laws of India, and the courts of India have jurisdiction, without prejudice to mandatory consumer-protection rights you have under the law of your country of residence. Nothing here removes any right you have to bring a complaint before a data-protection or consumer authority.

The Platform is operated by:

• EdenRoute Travels — a Micro enterprise registered as a travel agency in India.
• Udyam Registration No.: UDYAM-WB-06-0072077
• Registered address: Godamdhura, Ging Tea Garden, Lebong, Sadar, Darjeeling, West Bengal – 734105, India
• Email: [email protected]

Our Grievance Officer is Nabin Pokhrel; see the Grievance Redressal page for how to raise a complaint.