Terms of Service · travlneu

1. Who we are and what these terms cover

travlneu is an online travel marketplace operated by TRAVLNEU PRIVATE LIMITED ("travlneu", "we", "us" or "our"), a Private Limited Company incorporated in India. These Terms of Service govern your access to and use of the travlneu website, mobile applications and related services (together, the "Platform").

By creating an account, listing a service or making a booking, you agree to these terms. If you do not agree, do not use the Platform.

These terms apply to two kinds of user. A "Traveller" is anyone who discovers or books services through the Platform. A "Partner" is any travel business that lists services on the Platform, including travel consultants, hosts, guides, stay providers, cafés, package operators and other local vendors.

2. Our role is that of a marketplace

travlneu provides a technology platform that lets independent travel businesses list their services and lets travellers discover, compare and book them. We are an intermediary within the meaning of the Information Technology Act, 2000.

We do not own, operate, supply or control the travel services listed on the Platform. Each service is provided by the Partner offering it. The contract for the delivery of a travel service is between the Traveller and that Partner. travlneu is not a party to it.

Partners set their own service descriptions, inclusions, availability and prices.
Partners are responsible for holding the licences, registrations, permits and insurance their activity requires.
Partners are responsible for delivering the service booked, to the standard described in their listing.
travlneu is responsible for operating the Platform, verifying Partners before they list, processing payments and administering the cancellation and refund policy.

Because we hold payment until a service is delivered, we can mediate disputes between Travellers and Partners. Mediating a dispute does not make us the supplier of the service.

3. Eligibility and your account

You must be at least 18 years old and able to enter into a binding contract to use the Platform. If you book on behalf of other travellers, you confirm you are authorised to accept these terms for them.

Give accurate account and booking information and keep it current.
Keep your login credentials confidential; you are responsible for activity under your account.
Tell us promptly if you believe your account has been used without your authorisation.
Do not create an account for anyone else, or use the Platform if we have previously suspended you.

4. Additional terms for Partners

A Partner may list services only after completing onboarding and passing our verification review. We may ask for business registration documents, identity documents, tax registrations, licences and any category-specific credentials.

Your listings must be accurate and must not mislead travellers about what is included, who delivers it, or what it costs.
You must honour confirmed bookings at the price and on the terms shown at the time of booking.
You must comply with all applicable laws, including tax, licensing, consumer protection and safety requirements for your activity.
You must not solicit travellers to transact outside the Platform in order to avoid fees, and must not collect payment directly for a booking made on the Platform.
You must inform us without delay if you can no longer deliver a confirmed booking.

We may decline an application, ask for further documents, suspend a listing, or remove a Partner from the Platform where a listing is inaccurate, a Partner cannot be verified, a Partner fails to deliver confirmed bookings, or a Partner breaches these terms.

5. Bookings, prices and taxes

A booking request becomes a confirmed booking only when we confirm it to you in writing, which normally follows successful payment and the Partner accepting the request. Until then, availability and price are not guaranteed.

Prices are shown in Indian Rupees (INR) unless stated otherwise on the listing.
The price you see at checkout includes travlneu fees and applicable taxes, and shows any amount payable directly to the Partner separately.
Third-party charges that are outside a booking — such as entry fees, permits or personal expenses not listed as included — remain your responsibility.
Where a Partner has quoted an incorrect price because of an obvious error, we may cancel the booking and refund you in full rather than enforce the error.

6. Payments

Payments are collected through Razorpay, a payment gateway regulated in India. Card, UPI, netbanking and wallet details are handled by the gateway. travlneu does not receive or store your full card details.

We collect payment from the Traveller and settle the Partner’s share after the service has been delivered, less travlneu fees and any amount withheld pending a dispute. Partner settlement terms are set out in the Pricing and Fees page and in the Partner’s onboarding agreement.

7. Cancellations and refunds

One cancellation policy applies across the Platform rather than differing by Partner. The refund due at each point before the service start date, and the time we take to process it, are set out in full in the Cancellation and Refund Policy, which forms part of these terms.

Where a Partner cancels a confirmed booking, or fails to deliver a service materially as described, you are entitled to a full refund of the amount paid for that service regardless of when the cancellation occurs.

8. Reviews and user content

Only a Traveller who completed a booking may review the Partner for that booking. You are responsible for content you submit and must not post anything unlawful, misleading, defamatory, obscene, or infringing another person’s rights.

You grant us a non-exclusive, royalty-free licence to host, reproduce and display content you submit for the purpose of operating and promoting the Platform. We may remove content that breaches these terms, and we may remove a review we have reason to believe is not based on a genuine booking.

9. Acceptable use

When using the Platform you must not:

break any applicable law, or use the Platform to facilitate anyone else doing so
impersonate another person or misrepresent your affiliation with a business
interfere with the Platform’s operation, security or availability, or attempt to gain unauthorised access to it
scrape, harvest or systematically extract data or listings from the Platform
use the Platform to send unsolicited commercial messages
submit false bookings, fraudulent payment instruments, or fabricated reviews

10. Liability

The Platform is provided on an "as available" basis. We do not warrant that listings will be error free, that a Partner will be available, or that the Platform will be uninterrupted.

To the extent permitted by law, travlneu is not liable for the acts, omissions, delays or quality of service of any Partner, for loss or damage arising from a travel service itself, or for indirect or consequential loss. Where travlneu is found liable in connection with a booking, our aggregate liability is limited to the travlneu fees we retained on that booking.

Nothing in these terms excludes liability that cannot be excluded under applicable law, including liability for fraud or for death or personal injury caused by our negligence.

11. Suspension and termination

You may stop using the Platform and ask us to close your account at any time. We may suspend or terminate access where you breach these terms, where we are required to by law, or where we reasonably suspect fraud or a risk to other users. Confirmed bookings and refund rights that already exist are unaffected by termination.

12. Grievance redressal

If you have a complaint about the Platform, a booking or content on the Platform, contact our Grievance Officer. We acknowledge complaints within 48 hours and aim to resolve them within 15 days of receipt, as required of intermediaries under Indian law.

Grievance Officer: Prabhat Chandalia
Email: contact@travlneu.com
General support: contact@travlneu.com
Phone: [phone number] (Monday to Saturday, 10:00–19:00 IST)

13. Changes to these terms

We may update these terms as the Platform develops or as the law requires. We will publish the updated version here and change the effective date. Where a change materially affects your rights we will give notice through the Platform or by email. Bookings already confirmed are governed by the terms in force when they were confirmed.

14. Governing law and disputes

These terms are governed by the laws of India. The courts at Kolkata, India, have exclusive jurisdiction over any dispute arising out of them. Before starting proceedings, please raise the matter with our Grievance Officer so we have an opportunity to resolve it.