Terms of Service

Summary

This summary is here to help you. It does not replace the full terms below.

• Stayantra is an online platform. The hotel provides your stay, and your contract for the stay is with the hotel, not with us.
• You must be 18 or older to create an account or make a booking.
• Before you book, we show you the total price including taxes and fees, the cancellation policy, how you can pay and who the hotel is.
• You can pay through Stayantra, pay the hotel directly online, or pay at the hotel where the hotel allows it. Each route works differently, and we explain them in section 7.
• Each hotel's own cancellation policy decides your refund. Accommodation booked for specific dates has no 14-day "change of mind" right.
• Exubee, our concierge, is an AI. It can make mistakes, so check anything important with the hotel. You can always ask for a person.
• We never take away rights that the consumer law of your country gives you.
• If something goes wrong, start with our free complaints process at Complaints.

1. Who we are and who you contract with

1.1 These Terms of Service ("terms") apply when you use Stayantra's consumer services: the website stayantra.com, the Stayantra marketplace at marketplace.stayantra.com, the Stayantra Go app for iOS and Android, hotel websites built on Stayantra when you book through them, the Exubee AI concierge, and our public interfaces that let AI assistants search and book on your behalf (together, the "services").

1.2 Stayantra is run by two companies:

1.3 Which company you contract with. If your habitual residence is in Nepal, you contract with [Pending: Nepal Stayantra company legal name] and these terms are governed by the law of Nepal. Everyone else contracts with [Pending: UK company legal name], and these terms are governed by the laws of England and Wales. In these terms, "we", "us" and "our" mean the company you contract with.

1.4 Whichever law applies, if you are a consumer you keep the protections of the law of the country where you habitually live that cannot be changed by contract. Nothing in these terms takes those protections away.

1.5 The Stayantra software was developed by Nexalaris Tech Pvt. Ltd., which owns the Exubee AI technology and licenses it to the Stayantra companies. Nexalaris Tech Pvt. Ltd. is a licensor and service provider. It is not a party to your contract with us.

1.6 Hotels. If you run a hotel and use the Stayantra hotel system, the dashboard or the staff app, your use is governed by the Hotel Agreement, not by these terms. These terms still apply when you, as an individual, book a stay as a guest.

1.7 Other documents form part of these terms where they apply: the Payments, Cancellations and Refunds policy, the Stayantra Rewards and Referral Terms, the Reviews and Content Guidelines, the AI Transparency page and the Acceptable Use Policy. How we handle your personal data is explained in our Privacy Policy.

2. What Stayantra is, and what the hotel does

2.1 Stayantra is an online intermediary. We run a platform where hotels list rooms and other services, and where you can find them, book them, pay for them and talk to the hotel.

2.2 The hotel is the provider of the accommodation. Every hotel listed on Stayantra is an independent business. The hotel, not Stayantra, provides the room, the stay and any meals, events or other services you book. We show each hotel's name and details on its page and on your booking.

2.3 Your contract for the stay is between you and the hotel. When a booking is confirmed, you enter into a contract directly with the hotel. We are not a party to it. The hotel's own house rules and policies (for example check-in and check-out times, rules on visitors, smoking, pets or children, and its cancellation policy) form part of that contract. We show them to you before you book where the hotel has provided them.

2.4 Because the hotel provides the stay, the hotel is responsible for the room, the services and the accuracy of what it tells us about them. We are responsible for our own obligations: running the platform with reasonable care and skill, showing you the information the law requires, handling payments we collect on the hotel's behalf as described in section 7, and dealing with your complaints about our services.

2.5 We do not currently charge you a booking fee, and we do not charge hotels a commission on marketplace bookings. Hotels pay us a subscription for the hotel system. Some hotels pay for a labelled "Sponsored" place in our featured list. How we rank hotels is explained at https://marketplace.stayantra.com/ranking.

3. Who can use the services

3.1 You must be at least 18 years old to create an account or make a booking. A guest under 18 may stay only on a booking made by an adult.

3.2 Stayantra is not directed at children. If we learn that we have collected personal data from someone under 18 by mistake, we delete it.

3.3 You must give true and complete information, and you must have the right to make any booking you make, including for other guests.

4. Your account

4.1 You can use some services without an account. To manage bookings in one place, collect Stayantra Rewards points or use some features of Stayantra Go, you need an account.

4.2 You can create an account with an email address and password, or sign in with Google or with Apple. If you sign in with Google or Apple, their terms also apply to that sign-in.

4.3 One person per account. An account is for one individual. Do not share it or let others use it.

4.4 Keep it secure. Keep your password and sign-in details safe. Tell us at once at info@stayantra.com if you think someone else has used your account. You are responsible for what happens in your account, unless it happened because of our failure or without your fault.

4.5 Accounts a hotel created for you. When you stay at a hotel that uses Stayantra, the hotel may create a guest record for you so it can manage your stay. You may be invited to claim that record as your Stayantra account. When you claim it, these terms apply to you from that moment, and you can review and correct the details the hotel entered.

4.6 You can delete your account at any time at https://stayantra.com/delete-account or in the app. Deleting your account cannot be undone. It may not be possible while a stay is upcoming or in progress, and some records must be kept for as long as the law requires, as explained in our Privacy Policy.

5. Booking a stay

5.1 What we show you before you book. Before you commit to a booking, we show you:

• the hotel's name, location and contact details, and that the hotel is the provider of the stay;
• the room or service, the dates and the number of guests;
• the total price, including taxes, service charges and any other fees you must pay, and the currency;
• the cancellation, no-show and refund policy that applies;
• the payment methods available, and when you have to pay;
• any important house rules the hotel has given us.

We do this to meet our duties as a platform, including under Nepal's E-Commerce Act 2081 (section 6) and the consumer law of the UK and the EU.

5.2 Prices. Prices are set by the hotel. We show them in Nepalese rupees (NPR) and, where you choose, converted into another currency (see section 8). Taxes and service charges follow the hotel's tax profile. The total you will pay is shown before you pay. If a price shown is clearly wrong because of an obvious error, the hotel or we may correct it before your booking is confirmed; if that happens after confirmation, you can cancel for a full refund.

5.3 When a booking is confirmed. A booking is confirmed when you receive a booking confirmation from us, on screen and by email. Until then, no contract for the stay exists.

5.4 Pending bookings. If you choose "Pay the hotel directly", your booking stays pending until the hotel's staff confirm that they have received your payment. A pending booking is not yet confirmed. We tell you when it is.

5.5 Your booking details. Check your confirmation. If something is wrong, contact the hotel or us straight away. You can see and manage your booking at any time in Stayantra Go, in your account, or with "Find my booking" on the marketplace using your booking reference and email.

5.6 Changing a booking. You can change some bookings online, depending on the hotel's policy and availability. If a change lowers the price and you have already paid more, the difference is refunded as explained in our Payments, Cancellations and Refunds policy.

6. Group bookings, events and table reservations

6.1 Group requests (several rooms, or group blocks), event quotes (for example a wedding, conference or function) and table reservations at a hotel restaurant are requests, not confirmed bookings.

6.2 The hotel decides whether to accept a request. For events, the hotel may put a date on a tentative hold and send you a quote. The event is confirmed only when the hotel confirms it, usually after you pay the deposit stated in the quote. The quote sets the deposit, payment schedule and cancellation terms for that event.

6.3 A table reservation is confirmed only when the restaurant confirms it.

7. Paying for your stay

7.1 There are three ways to pay. The route you choose is shown on your booking. In every route, the hotel is the provider of the stay and your contract for the stay is with the hotel.

Pay with Stayantra (online). You pay online through one of our payment providers: eSewa, Khalti, Fonepay, or a card processed by Stripe. For this route, we receive your money as the hotel's limited payment-collection agent. This means:

• when you pay us, you have paid the hotel, and the hotel cannot ask you to pay that amount again;
• we hold the money on the hotel's behalf and pay it to the hotel within 10 days after check-out, less any charges the hotel has agreed with us;
• card details are entered on the payment provider's own secure pages. We never see or store your full card number.

Pay the hotel directly (online). We show you the hotel's own payment details and you pay the hotel yourself. We are not a party to that payment and never hold the money. Your booking stays pending until the hotel's staff confirm they have received it (see section 5.4). Keep your payment receipt.

Pay at the hotel. Where the hotel allows it, you pay the hotel when you arrive or during your stay, using the methods the hotel accepts.

7.2 The payment providers' own terms apply to your use of their services. We are not responsible for a provider's service failing, but we will help you deal with the provider or the hotel if a payment goes wrong.

7.3 Split pay. For some bookings, the person who made the booking can split the bill with up to 20 co-payers. Each co-payer receives an invitation and pays their own share. Each co-payer is responsible for paying their share on time. The booking is held until every share is paid. If a share is not paid, the unpaid amount is still owed to the hotel under the booking, and the hotel may ask the person who made the booking to pay it or apply its policy. A booking with charges billed to a company cannot be split.

7.4 Invoices and tax. The hotel issues the invoice or bill for your stay. If you need a tax invoice in a business name, add the details when you book or ask the hotel.

8. Currency conversion

8.1 The hotel's price is set in its own currency, normally Nepalese rupees. If you view prices or pay in another currency, we convert the amount using an exchange rate we obtain from a rate provider plus a spread (currently 2%). We show the converted total, and that it includes a conversion spread, before you pay.

8.2 Card payments on the marketplace are currently charged in US dollars. Your bank or card issuer may apply its own exchange rate or fees if your card is in another currency. We do not control those.

8.3 If you receive a refund on a card payment, it is refunded in the currency you were charged, in proportion to the amount you paid. Because exchange rates move, the amount that reaches your account in your own currency may differ from what you originally paid. See Payments, Cancellations and Refunds.

9. Cancellations, no-shows and refunds

9.1 Each hotel sets its own cancellation policy, and that policy decides your refund. The policy is shown before you book and on your booking. Where a hotel has not set one, cancellation is free until 48 hours before check-in, after which the hotel keeps 50% of what you paid, and a no-show is charged in full.

9.2 Refunds are always decided and sent by a person at the hotel (a manager or owner), or, in the case in section 9.3, by a person at Stayantra, never automatically by AI. Your booking shows an "Expected by" date for the refund (3 business days after you cancel, unless the hotel has set a different period). Once sent, a card refund commonly takes 5 to 10 business days to appear on your statement.

9.3 If the hotel does not refund you. If you paid with "Pay with Stayantra" and the hotel does not send a refund it owes you by the "Expected by" date, and we still hold your payment as the hotel's payment-collection agent, we refund you from that money ourselves and deduct it from what we pay the hotel. If we no longer hold the money, we pursue the hotel for you and help you, including with information for a chargeback or a complaint to the relevant authority.

9.4 If the hotel cannot provide your stay, or the stay is materially different from what was described, you are entitled to a full refund, including tax, in addition to any other rights you have in law.

9.5 No 14-day right to cancel. Hotel accommodation booked for specific dates is not covered by the 14-day cancellation period that applies to many online purchases, under the UK Consumer Contracts Regulations 2013 (regulation 28(1)(b)) and the EU Consumer Rights Directive (Article 16(l)). Your right to cancel comes from the hotel's policy shown at booking.

9.6 The full rules, including who sends each refund, where it goes and how long it takes, are in our Payments, Cancellations and Refunds policy. Step-by-step instructions are at https://marketplace.stayantra.com/cancellation.

10. At the hotel

10.1 Identity documents. Hotels may ask you to show a valid identity document when you check in. In Nepal, hotels must keep a guest register for the police, and must record foreign guests' details for the immigration authorities. The hotel decides what it needs, as the law requires. If you cannot show a document the hotel lawfully requires, the hotel may refuse check-in, and its cancellation policy may apply.

10.2 You must follow the hotel's house rules and treat staff and other guests with respect. The hotel may ask you to leave if you seriously breach its rules or the law.

10.3 Charges you add during your stay (for example food, drinks or extra services) are between you and the hotel.

11. Stayantra Rewards and referrals

If you join Stayantra Rewards, earn or use points, or refer friends, the Stayantra Rewards and Referral Terms apply. Points have no cash value.

12. Reviews and content you post

12.1 You can review a hotel after a completed stay. Reviews must be honest and follow our Reviews and Content Guidelines, which also explain how we check and moderate reviews.

12.2 You keep ownership of the reviews, photos, messages and other content you post ("your content"). You give the Stayantra companies a non-exclusive, worldwide, royalty-free licence to host, store, copy, display, translate, adapt for format and share your content, for as long as it is on the services, to run, show and promote the services. For reviews, the licence lets us show your review to the public with your first name and the first letter of your last name. When you delete your content, the licence ends, except where your content has been shared with others who have not deleted it, or we must keep it by law. If you delete your account, your published reviews stay on the services but are no longer linked to your name, as our Privacy Policy explains, and the licence continues for them in that anonymised form.

12.3 You promise that you have the right to post your content and that it does not break the law or anyone's rights.

13. The Exubee AI concierge

13.1 Exubee is an AI. When you chat with Exubee, including on a hotel's website or in Stayantra Go, the replies are generated by AI, and we tell you so in the chat.

13.2 AI can be wrong. Exubee may misunderstand you or give information that is incomplete or out of date. Before you rely on anything important, such as a price, an allergy or accessibility question, a transport time or a policy, check it with the hotel. The price and terms shown on the booking screen and in your confirmation are the ones that apply, not a figure in a chat.

13.3 You can always ask for a person. Ask Exubee to pass you to hotel staff, or contact the hotel directly.

13.4 Exubee may remember preferences you tell it, so the hotel can personalise your stay. You can ask to see or delete these. Our AI Transparency page and Privacy Policy explain how Exubee works, which AI providers process your messages, and your choices.

14. Booking through other AI assistants

14.1 You can ask an outside AI assistant (for example a general-purpose chatbot you use) to search Stayantra or to book for you through our public interfaces.

14.2 That assistant acts for you, not for us. You are responsible for the instructions you give it and for bookings it makes on your behalf with your authority. Check the details it gives you before confirming.

14.3 A booking made this way is still subject to these terms, the hotel's policies and the information we show at the point of booking. Your confirmation from us is the record of what you booked.

14.4 The outside assistant's own terms and privacy policy apply to how it handles your data. We are not responsible for an assistant we do not operate.

15. Using the services properly

15.1 You must not:

• break the law, or use the services to deceive, defraud or harm anyone;
• make bookings you do not intend to honour, or use someone else's payment details without permission;
• post fake reviews, or content that is unlawful, hateful, harassing or misleading;
• try to get into accounts or systems you are not allowed to use, or test, probe or overload our systems without our written permission;
• copy or scrape the services in bulk, except through the public interfaces we provide and within their limits;
• try to make Exubee or our systems behave in harmful ways, or to extract other people's data from them.

15.2 The full rules are in our Acceptable Use Policy.

16. Intellectual property

16.1 The services, including the Stayantra software, design, text, logos and the Stayantra brand, are owned by the Stayantra companies or their licensors.

16.2 Exubee, the AI technology inside Stayantra (its agents, model configuration, prompts, memory and autonomy logic), is owned by Nexalaris Tech Pvt. Ltd. and licensed to the Stayantra companies. You get no rights in Exubee beyond using it as part of the services.

16.3 Hotel content, such as photos and descriptions, belongs to the hotel or its licensors.

16.4 We give you a personal, non-exclusive, non-transferable right to use the services for your own non-commercial purposes under these terms. You may not copy, modify, sell or reverse-engineer them, except as the law allows.

16.5 If you send us feedback or ideas, you allow the Stayantra companies and Nexalaris Tech Pvt. Ltd. to use them freely, without owing you anything.

17. Other companies' services

The services use and link to services run by others, including map services (Google Maps), payment providers (eSewa, Khalti, Fonepay and Stripe), sign-in providers (Google and Apple) and app stores. Their own terms and privacy policies apply to what they do. Maps load only when you view a map. We choose these providers with care, but we are not responsible for their services or content.

18. Keeping the services running

18.1 We work to keep the services available and secure, but we cannot promise they will always be available or free from errors. We may need to pause them for maintenance, security or reasons outside our control.

18.2 We may change or improve the services. If we remove a feature you rely on for a confirmed booking, we will make sure you can still manage that booking.

19. Our responsibility to you

19.1 As an intermediary. The hotel is responsible for providing your stay. We are not responsible for the hotel's acts or failures, except where we are at fault or the law makes us responsible. We are responsible for our own obligations under these terms and the law.

19.2 If you are a consumer. We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses. Nothing in these terms excludes or limits our liability where the law does not allow it, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory rights. This includes your rights under the UK Consumer Rights Act 2015, Nepal's Consumer Protection Act 2075 and E-Commerce Act 2081 (including section 20), and the consumer law of the country where you live.

19.3 Our overall limit. Where the law allows us to limit our liability at all, our total liability to you in connection with the services is limited to the greater of (a) the amounts you paid to us (not to hotels) in the 12 months before the claim arose and (b) GBP 100 or its equivalent in your currency. Amounts you paid to a hotel, including amounts we collected for a hotel as its payment-collection agent, do not count as amounts paid to us. This limit applies whether you are a consumer or use the services for business (for example, you book for your employer). It does not apply to liability for fraud or fraudulent misrepresentation, for death or personal injury caused by negligence, for breach of your statutory rights, or to anything else that cannot be limited by law, and it does not affect our duty to refund you under section 9.3.

20. Suspending or closing accounts

20.1 You can stop using the services and delete your account at any time.

20.2 We may restrict, suspend or close your account, or remove content, if you seriously or repeatedly break these terms, if we must do so by law, or to protect guests, hotels or the services from fraud or harm. Our response will be proportionate.

20.3 Unless the law or a safety or security reason prevents it, we will tell you what we have done and why, and how to challenge it. You can appeal by replying to our notice or by writing to info@stayantra.com. A person who was not involved in the original decision will review your appeal, and we will tell you the outcome.

20.4 If we close your account, confirmed bookings remain contracts between you and the hotel, unless the hotel cancels under its policy or the law.

21. Changes to these terms

21.1 We may update these terms, for example to reflect changes to the services or the law. The current version and its effective date are always shown at the top of this page.

21.2 If we make a material change, we will tell you at least 30 days before it takes effect, by email or in the services. If you do not agree, you can stop using the services and delete your account before the change takes effect. Changes never apply to bookings already confirmed, unless the law requires it.

22. Complaints and disputes

22.1 Complaints first. If you are unhappy with us, please use our free complaints process at Complaints. Our grievance officer is [Pending: Grievance officer name], reachable at info@stayantra.com or [Pending: Grievance officer postal address]. We acknowledge every complaint and give it a reference number within 1 business day (and never later than 48 hours), and send you a written, reasoned decision within 15 days. For problems with the stay itself, contact the hotel first. We will help if you cannot resolve it.

22.2 Courts. If you are a consumer, you can bring a claim in the courts of the country where you habitually live, where that law allows. You can also bring a claim in the courts of Nepal (if you contract with [Pending: Nepal Stayantra company legal name]) or of England and Wales (if you contract with [Pending: UK company legal name]). If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

22.3 Other options. You can also contact a consumer protection authority in your country. The European Commission's online dispute resolution platform closed in July 2025, so we do not link to it.

22.4 If you use the services for business, disputes with [Pending: Nepal Stayantra company legal name] are settled by arbitration in Kathmandu under the Arbitration Act 2055 (1999), in English, and disputes with [Pending: UK company legal name] belong to the exclusive jurisdiction of the courts of England and Wales.

23. General

23.1 Severability. If a court finds part of these terms invalid, the rest stays in force.

23.2 No waiver. If we do not enforce a right straight away, we can still enforce it later.

23.3 Transfer. We may transfer our rights and duties under these terms to another company in our group, or to a buyer of our business, if your rights are not reduced. You may not transfer your rights without our written consent.

23.4 No third-party rights. Only you and we have rights under these terms, except that Nexalaris Tech Pvt. Ltd. may rely on section 16.

23.5 Language. These terms are written in English. We may provide translations, and a summary in Nepali, for convenience. If there is a difference, the English version applies, unless the law where you live requires otherwise.

23.6 Whole agreement. These terms, and the documents they refer to, are the whole agreement between you and us about the services. They do not affect your contract with a hotel.

24. Contact us

• General questions: info@stayantra.com
• Phone: [Pending: Customer phone number]
• Legal notices and appeals: info@stayantra.com
• Privacy: info@stayantra.com
• Security: info@stayantra.com
• Grievance officer: [Pending: Grievance officer name], info@stayantra.com, [Pending: Grievance officer postal address]