Terms & Conditions

Effective Date: June 22, 2026 Last Updated: June 22, 2026

These Terms & Conditions ("Terms") govern your access to and use of Refuje's websites, guest journeys, digital concierge flows, QR-linked experiences, booking interfaces, activity marketplace flows, communications, and related services operated by Refuje Experiences Private Limited ("Refuje", "we", "us", or "our").

By accessing or using Refuje, submitting an enquiry, confirming a booking, using a guest-access flow, scanning or using a Refuje QR-linked page, accepting a checkbox or similar prompt, or otherwise using a Refuje service or guest journey, you agree to these Terms.

1. Company Information

Refuje Experiences Private Limited Email: myrefuje@gmail.com Grievance Officer: Rajesh Thakur Phone: +91-7807740707

2. Refuje's Roles

Refuje may operate in different roles depending on the product, booking, or guest journey:

• Direct Refuje Booking: where Refuje directly confirms, sells, or operates an experience or service.
• Hotel-Linked Guest Journey: where Refuje provides a guest-experience, QR-linked, concierge, communication, or content layer for or in connection with a hotel or property.
• Marketplace / Provider Activity: where Refuje displays, lists, routes, or supports an enquiry for an activity operated by an independent activity provider.

Refuje's legal responsibility depends on the specific role Refuje plays in the relevant transaction.

3. Relationship With Other Terms

These Terms are supplemented by our Privacy Policy, Cancellation / Refund / Rescheduling Policy, Activity Marketplace Terms, Provider Marketplace Terms, Hotel Partner Terms, and any booking-specific or flow-specific terms presented to you.

If there is a conflict between these general Terms and a more specific policy, booking term, marketplace term, hotel term, provider term, or activity-specific term, the more specific term will govern for that product, booking, relationship, or flow.

4. Electronic Acceptance And Versioning

By accessing Refuje, submitting an enquiry, confirming a booking, using a guest-access flow, or accepting a checkbox or similar prompt, you agree to the terms presented or linked at that time.

Refuje may retain version numbers, timestamps, IP address, user-agent, consent records, signed records, hashes, and related audit evidence to prove acceptance.

5. Eligibility And User Responsibility

You must provide accurate, current, and complete information when interacting with Refuje, including when making a booking, submitting an enquiry, or using a guest-access flow.

You are responsible for:

• the accuracy of information you submit;
• maintaining the confidentiality of your account or access credentials, if any;
• using Refuje lawfully and in accordance with these Terms;
• complying with age, health, safety, conduct, and participation requirements applicable to a booking, activity, service, or guest journey.

6. Website Use And Platform Conduct

You must not:

• use Refuje for unlawful, fraudulent, abusive, misleading, or harmful purposes;
• interfere with the operation, security, or availability of the website or platform;
• attempt unauthorized access to any system, account, or data;
• scrape, copy, reverse engineer, mirror, or misuse Refuje content or technical systems beyond what is lawfully permitted;
• upload or transmit false, infringing, offensive, defamatory, or malicious content;
• misuse guest, hotel, provider, or partner data obtained through Refuje.

Refuje may suspend, limit, or terminate access where misuse, risk, or legal concern is reasonably suspected.

7. Bookings, Enquiries, And Contract Formation

The legal effect of your interaction with Refuje depends on the product flow.

For Direct Refuje Bookings, a binding contract is formed only when Refuje confirms the booking in writing, whether by email, booking confirmation page, WhatsApp, payment confirmation, or another clear confirmation method.

For Marketplace / Provider Activities, submitting or continuing with an activity enquiry generally creates an enquiry only, not a confirmed booking with Refuje, unless Refuje expressly states otherwise. If the enquiry converts into a booking, the booking, activity contract, payment terms, cancellation terms, and service-delivery responsibility are generally between the guest and the relevant independent provider or, where applicable, the hotel or third-party operator confirming the activity.

For Hotel-Linked Guest Journeys, Refuje may provide a guest-experience, QR-linked, concierge, communication, content, or discovery layer for or in connection with the hotel. Unless Refuje expressly states otherwise, the hotel remains responsible for property services, premises, staff conduct, hotel operations, guest handling, hotel-controlled payments, and hotel-controlled representations, while independent providers or other third-party operators remain responsible for the services, activities, payments, cancellations, safety, and delivery they control.

8. Pricing, Taxes, And Payments

Prices displayed by Refuje may vary depending on the product flow.

For Direct Refuje Bookings, applicable charges, taxes, and payment terms will be shown at checkout or otherwise clearly communicated before confirmation.

For enquiry-first marketplace flows, listed pricing may support discovery and enquiry, but final pricing, availability, taxes, inclusions, exclusions, and payment mechanics may be finalized directly with the provider or hotel unless Refuje expressly states otherwise.

Where payment, confirmation, invoicing, tax treatment, receipt issuance, cancellation, refund, or service delivery is controlled by an independent provider, hotel, or third-party operator, that party is generally responsible for applicable tax invoices, GST invoices, receipts, credit notes, refund documents, tax filings, statutory dues, and payment records for the transaction, unless Refuje expressly states that it is the merchant of record or assumes that responsibility in writing.

Refuje may use third-party payment processors and is not responsible for failures caused solely by third-party payment infrastructure, subject to applicable law.

9. Safety, Suitability, Minors, And Medical Disclosure

You are responsible for assessing whether any booking, service, activity, route, destination, terrain, altitude, transport arrangement, weather exposure, or physical activity is suitable for your health, fitness, age, medical condition, risk tolerance, and travel plans.

Parents or legal guardians are responsible for assessing suitability and supervising minors where minors participate.

Where requested, you must disclose relevant medical, fitness, accessibility, allergy, dietary, or safety information that may affect participation or service delivery.

For any activity involving physical effort, weather exposure, altitude, terrain, transport, water, equipment, or other inherent risks, you should carefully review all relevant information and ask questions before participating.

Where an activity is operated by an independent provider, that provider remains responsible for explaining activity-specific risks, determining suitability, and managing operational safety.

10. Guest Conduct And Refusal

You must follow reasonable safety, conduct, timing, route, equipment, transport, and participation instructions given by Refuje, a hotel, an activity provider, guide, transport operator, or authorized representative.

Refuje, a hotel, or a provider may refuse, modify, pause, or stop participation where continuing would create safety, legal, operational, welfare, misconduct, or property-risk concerns.

Nothing in this section prevents Refuje or the relevant operator from providing reasonable emergency assistance where feasible.

11. Hotel-Linked Guest Journeys

Refuje may operate digital concierge, pre-arrival communication, QR-linked, guest-access, or stay-related flows for hotels.

Through such flows, Refuje may:

• send pre-arrival or stay-related communications;
• provide QR codes or guest-access links;
• route requests or enquiries;
• display property content or third-party activity options;
• maintain communication, attribution, support, and audit records.

Refuje's operation of such flows does not make Refuje responsible for all hotel services, staff conduct, property operations, or third-party offerings unless expressly stated otherwise.

12. Marketplace And Third-Party Services

Refuje may display, route, or facilitate access to services operated by third parties, including independent activity providers, hotels, guides, vendors, transport operators, or other partners.

Unless expressly stated otherwise:

• Refuje does not own or operate every such service;
• such third parties remain responsible for their own service delivery, compliance, and safety;
• Refuje may investigate issues, remove listings, pause distribution, or assist with support, but does not guarantee third-party performance.

Specific marketplace flows are further governed by the Activity Marketplace Terms and Provider Marketplace Terms.

13. Privacy And Data Use

Your use of Refuje is also governed by our Privacy Policy.

By using Refuje, you acknowledge that Refuje may collect, receive, use, retain, and share personal data as described in the Privacy Policy, including in connection with direct bookings, hotel-linked guest journeys, PMS-authorized hotel guest communication flows, marketplace activity enquiries, customer relationship management, permitted service or marketing communications, support, reconciliation, fraud prevention, and legal compliance.

14. Intellectual Property

Refuje and its licensors retain all rights, title, and interest in the Refuje platform, website, workflows, branding, design, software, technical systems, and owned content, except for third-party content that belongs to its respective owner.

You may not copy, reproduce, distribute, modify, scrape, republish, reverse engineer, or exploit Refuje content or systems except as expressly permitted by law or with Refuje's prior written permission.

15. Content, Accuracy, And Takedown Rights

Refuje may create, curate, publish, edit, pause, unpublish, or remove content where it reasonably believes content is inaccurate, outdated, unsafe, misleading, infringing, unlawful, unauthorized, or inconsistent with Refuje's standards or risk posture.

Content displayed through Refuje may include information supplied by hotels, providers, vendors, guides, or other third parties. Refuje may review or moderate such content, but does not guarantee that every third-party detail remains continuously accurate after publication.

16. Cancellations, Refunds, And Modifications

Cancellations, refunds, credits, no-show treatment, and rescheduling are governed by:

• the Cancellation / Refund / Rescheduling Policy for Direct Refuje Bookings, unless specific booking terms say otherwise;
• the relevant third-party platform rules, where a booking is made through an external platform;
• the relevant provider or hotel arrangement, where the transaction is concluded directly with a provider or hotel and Refuje is not the merchant of record.

Guests should review the applicable cancellation framework carefully before confirming participation.

17. Force Majeure

Refuje will not be liable for failure, delay, modification, cancellation, or non-performance caused by events beyond reasonable control, including severe weather, landslides, road closures, natural events, strikes, government restrictions, public emergencies, illness, transport disruption, power or internet failure, third-party platform failure, payment gateway failure, PMS or communication-system failure, or safety-related operational decisions.

Where such events affect a confirmed service, Refuje will make reasonable efforts, depending on its role in the transaction, to inform affected users, coordinate with hotels or providers, and support rescheduling, substitution, credit, refund handling, or other remedies where applicable under the relevant booking terms or Cancellation / Refund / Rescheduling Policy.

18. Disclaimers

To the maximum extent permitted by law, Refuje provides its website, platform, guest journeys, marketplace, and related services on an "as available" and "as is" basis.

Refuje does not guarantee uninterrupted platform access, error-free communication delivery, guest conversion, provider response, provider performance, hotel performance, third-party payment success, or the absence of operational or technical disruptions.

Nothing in these Terms excludes or limits rights that cannot lawfully be excluded or limited.

19. Limitation Of Liability

To the maximum extent permitted by law, Refuje will not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages, loss of profits, loss of opportunity, loss of enjoyment, loss of data, third-party failures, or acts or omissions of independent hotels, providers, guides, vendors, transport operators, or other third parties.

Where Refuje is directly responsible for a confirmed service and liability cannot lawfully be excluded, Refuje's aggregate liability will be limited to the amount actually paid by the user to Refuje for the relevant confirmed service.

Nothing in these Terms limits any liability or user right that cannot legally be limited or excluded under applicable law. Any liability cap or exclusion in these Terms applies only to the extent permitted by applicable law.

20. Indemnity

You agree to indemnify and hold harmless Refuje, its directors, officers, employees, affiliates, contractors, and representatives from claims, complaints, liabilities, losses, damages, costs, expenses, and reasonable legal fees arising from:

• your misuse of Refuje;
• your unlawful conduct;
• your infringement of another person's rights;
• your misuse of data obtained through Refuje;
• your breach of these Terms;
• your content or materials supplied through Refuje, where applicable.

This section applies to the extent permitted by law and without limiting any more specific indemnities contained in partner-facing terms.

21. Complaints And Escalation

Users should raise booking, activity, safety, refund, data-use, or service complaints promptly through Refuje's official contact channels and provide relevant booking references, screenshots, payment evidence, communication records, and other supporting details where available.

Refuje may review complaints, request further information, coordinate with hotels or providers, pause listings, restrict marketplace participation, or take other reasonable steps depending on its role in the relevant transaction.

22. Suspension And Termination

Refuje may suspend, restrict, remove, or terminate access to any part of its services where it reasonably believes there is misuse, fraud, legal risk, safety risk, data misuse, platform abuse, breach of these Terms, or conduct inconsistent with Refuje's standards or operations.

23. Governing Law And Jurisdiction

These Terms shall be governed by the laws of India.

Subject to mandatory legal requirements, consumer protection rights, and any forum that cannot lawfully be excluded, the courts at Shimla, Himachal Pradesh, India shall have jurisdiction over disputes arising out of or relating to these Terms.

24. Changes To These Terms

Refuje may update these Terms from time to time to reflect legal, product, operational, commercial, marketplace, or risk-related changes.

Material updates may be posted on the website or communicated through appropriate channels. The latest current version published by Refuje will govern from its effective date.

25. Contact

Refuje Experiences Private Limited Email: myrefuje@gmail.com Grievance Officer: Rajesh Thakur Phone: +91-7807740707