Terms & Conditions
Last Updated: [4-9-2026]
These Terms & Conditions govern the use of UrbunStay and the booking of accommodation services through our platform.
By making a booking through UrbunStay, you agree to these Terms & Conditions.
1. Booking Platform
UrbunStay provides an online platform through which customers can search for and book accommodation properties.
The accommodation itself is provided by the respective hotel, villa, homestay, guest house, or property partner.
2. Booking Confirmation
A reservation becomes confirmed only when the booking process has been successfully completed and the required payment or confirmation requirements have been fulfilled.
A booking confirmation may be provided by email, SMS, WhatsApp, website notification, or another communication method.
Customers should retain their booking confirmation for check-in and future reference.
3. Guest Information
Customers must provide correct information while making a reservation.
This may include:
- Guest name
- Mobile number
- Email address
- Number of guests
- Check-in date
- Check-out date
- Identification information where required
- Special requests
Incorrect information may affect the property’s ability to provide accommodation.
4. Check-In and Check-Out
Check-in and check-out times are determined by the respective property.
Guests are required to follow the property’s check-in procedures and provide valid identification or other documents where required.
Early check-in or late check-out may be subject to availability and additional charges.
5. Property Rules
Every property may have its own rules regarding:
- Smoking
- Pets
- Visitors
- Children
- Extra beds
- Identification documents
- Parties and events
- Check-in requirements
- Parking
- Security deposits
- Other property-specific requirements
Guests are responsible for reviewing and following the applicable property rules.
6. Pricing and Taxes
The price shown during the booking process may include applicable taxes, service charges, or other fees depending on the property and booking.
Any applicable additional charges imposed by the property should be disclosed where required.
Prices and availability may change before a booking is confirmed.
7. Payment
Payments may be made using the payment methods available on UrbunStay.
A booking may require:
- Full payment
- Partial payment
- Pay-at-property
- Other payment arrangements
depending on the property and booking conditions.
A transaction is considered successful only when the applicable payment service confirms the transaction.
8. Cancellation Policy
Cancellation rules may differ between properties, room types, dates, and rate plans.
Before making a booking, customers should carefully review the cancellation policy displayed on the booking page.
Depending on the applicable policy:
- Cancellation may be fully refundable.
- Cancellation may be partially refundable.
- Cancellation may be non-refundable.
- A cancellation fee may apply.
- No-show may result in loss of the booking amount.
The specific cancellation policy applicable to a reservation will take priority.
9. Refunds
Where a refund is applicable, it will generally be processed according to the applicable booking and cancellation policy.
Refund processing times may depend on:
- Payment method
- Payment gateway
- Bank
- Property policy
- Cancellation conditions
- Verification requirements
UrbunStay cannot guarantee a specific bank processing time.
10. Modification of Bookings
Requests to change a booking, including dates, number of guests, room type, or property, may be subject to availability and additional charges.
A modification is not considered confirmed until UrbunStay or the relevant property confirms it.
11. No-Show
If a guest does not arrive at the property on the scheduled check-in date without cancelling the reservation, the booking may be treated as a no-show.
Any refund or charges will be determined according to the applicable property policy.
12. Property Availability
Although UrbunStay works to provide accurate availability information, availability may occasionally change due to technical issues, synchronization delays, or circumstances outside our reasonable control.
If a confirmed booking cannot be honored due to an issue attributable to the property or platform, UrbunStay will make reasonable efforts to assist the customer with an alternative solution, subject to availability and applicable policies.
13. Property Responsibility
The property is responsible for providing the accommodation and related services described in the booking.
Issues relating directly to the physical accommodation, such as room condition, cleanliness, property facilities, or on-site services, may need to be addressed with the property.
UrbunStay will reasonably assist customers with support and communication where applicable.
14. Customer Conduct
Guests must behave responsibly while staying at a property.
Guests must not:
- Damage property.
- Engage in unlawful activities.
- Disturb other guests.
- Violate property rules.
- Provide false identity information.
- Use rooms for unauthorized commercial or illegal purposes.
The property may take appropriate action in accordance with its policies and applicable law.
15. Security Deposit and Additional Charges
Some properties may require a security deposit or additional payment for:
- Damage
- Extra guests
- Additional services
- Late check-out
- Lost keys
- Property violations
- Other applicable charges
Such charges may be collected directly by the property where applicable.
16. Reviews and Ratings
UrbunStay may allow customers to provide reviews and ratings after their stay.
Reviews should be genuine, relevant, and based on the customer’s actual experience.
UrbunStay reserves the right to remove reviews that are fraudulent, abusive, defamatory, irrelevant, or otherwise violate applicable policies.
17. Promotions and Offers
UrbunStay may provide promotional offers, discounts, coupons, or special rates.
Each offer may have separate eligibility requirements, validity periods, booking conditions, and cancellation rules.
Offers may be withdrawn or modified where permitted.
18. Fraud Prevention
UrbunStay may conduct checks to prevent fraudulent bookings, payment fraud, misuse of promotional offers, identity misuse, or other suspicious activity.
Where necessary, UrbunStay may cancel or restrict a booking or account in accordance with applicable law and platform policies.
19. Limitation of Liability
To the extent permitted by applicable law, UrbunStay will not be responsible for indirect, incidental, or consequential losses arising from circumstances outside our reasonable control.
Nothing in these Terms is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable law.
20. Force Majeure
UrbunStay and/or accommodation partners may not be responsible for failure or delay caused by circumstances beyond reasonable control, including natural disasters, severe weather, government restrictions, strikes, civil disturbances, technical infrastructure failures, or other unforeseen events.
21. Changes to These Terms
UrbunStay may modify these Terms & Conditions from time to time.
Updated terms will be published on this page. Your continued use of the platform after such changes may constitute acceptance of the updated terms.
22. Governing Law
These Terms & Conditions shall be governed by the applicable laws of India.
Any dispute shall be subject to the jurisdiction of the courts/appropriate authorities having jurisdiction over the matter, subject to applicable consumer and other laws.
23. Contact Us
For questions regarding bookings, cancellations, refunds, payments, or these Terms & Conditions, customers may contact UrbunStay through the contact details provided on our website.